Unable to replace Chat notification audio when new chat is coming to the agentIssue ProblemThe chat notification audio configured for the 'Chat' service channel was not playing the newly uploaded audio file with the sound created Steps to reproduce Created a new audio file: i.e. audio123.mp3When agent received a new chat the new file created is not playedReleaseGenericCauseRoot CauseOn this case, the most probable situation is due to system has conflicts in the database calling the attachment records. Seems to be same file was uploaded several times ResolutionSteps to Resolve To be sure the existing file audio123.mp3 does not have any issues, do From db_audio.list Deleted entry for audio123.mp3 Go to sys_attachment and search by table_name=ZZ_YYdb_audiofile_name = audio123.mp3 Be sure that returns the file(s) you used and delete those record(s) Now, as there is not any track for the existing file audio123.mp3, need to add the new oneAs the audio is needed to use for the new entries on the inbox, let's called the file: newconnect.mp3 From the file system, obtain the new file to be used: i.e. newconnect.mp3 Create a new audio file on db_audio table for: newconnect.mp3 using the file from #3. Note: Use the same name from as the physical file has: newconnect.mp3 Based on #4 a new attachment is created automatically on sys_attachmentSet the new audio file into the channel Go to chat channelOn the "Inbox Alert Audio" select the new audio created on #4 (set newconnect.mp3) Save