Description:

Our agents are not getting notified when there is a new live chat. No sound plays which is resting in livechats not being answered.

I've got management threatening to rip out our whole rocket.chat deployment because of this one issue.

Over the past while we've had over 200 livechats fo unanswered because our agents get no notification that there is a new live chat that has entered the queue

I've looked at the code and can't figure out where the notification code would go so that this happens.

This issue makes the livechat unusable in a professional environment as there's no way to know when a customer has sent a message or there is a chat waiting.

The customers get a notification when a agent sends them a message but not the other way around.

Hoping someone can point me in the right direction as our executive team says I have 5 days to fix this or they are moving the business to Microsoft Teams 😭😢

Server Setup Information:

• Version of Rocket.Chat Server: 61.1
• Operating System: Debian
• Deployment Method(snap/docker/tar/etc): Docker
• Number of Running Instances: 4
• DB Replicaset Oplog: yes

Steps to Reproduce:

1. Initiate a live chat using the default livechats widget
2. Send a message

Expected behavior:

The livechat agents get a audible notification when there is a new or unanswered chat in the queue

Actual behavior:

There is no sound or notification.