Understanding and troubleshooting Connect audio notifications - Support and Troubleshooting

Understanding and troubleshooting Connect audio notifications Issue  Symptoms Audio notifications are not working as expected for Connect and Connect Support.

Cause The Audio file on the db_audio record for connect_alert.mp3 is missing. This can be caused by a clone that does not include attachment data. A misunderstanding of when audio notifications or other notifications should fire in Connect. Audio notifications fire when there is no visual indication of an update to the conversation. Therefore, when a tab that does not contain an open Connect sidebar or the main Connect page is in focus, audio notifications are fired . If the tab in focus contains either one of those, the audio notification is not fired. This is true even if the tab with focus is behind another window.

A browser or computer issue is preventing audio overall for the instance.

Audio notifications are either disabled globally or for that user.

Resolution To verify that audio works for the instance, browser, and computer:

Navigate to System UI > Audio Files .

Open the connect_alert.mp3 record and click the Play button. If there is no play button, you need to add the audio file which you can download from another instance and that may resolve the issue. NOTE: If you have customized the 'connect.notification.audio_alert' check the record referenced there instead of connect_alert.mp3. If the sound from that record does not work, fix the audio configuration on your computer and browser until you get sound from that page.

This is likely to fix the issues with audio in Connect.

Make sure notifications are enabled both globally and for those users.

For details, see the following product documentation topics:

Enabling notification globally: Enable or disable Connect notifications globally

Enabling notifications for individual conversations: Edit which notifications you receive for a conversation

Additional Information If audio notifications are not working for a user entering the queue, set the glide.connect.support.enter_queue_audio_alert to true.