Persistent visual notification for queued live chats

Business problem

Agents often handle multiple tasks simultaneously, leading to missed sound notifications for new live chats. Without a persistent visual cue, incoming messages remain unnoticed in the interface, resulting in delayed response times and a diminished customer experience.

Wished result

A clear and persistent visual indicator for incoming live chats in the queue that remains visible until the chat is picked up. This ensures agents can immediately identify waiting customers even when multitasking, improving reliability and response speed.