Dynamic chat: Customize agent notifications/timing | Community
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Amber_Hobson
Amber_Hobson
Level 8
February 18, 2026
New

Dynamic chat: Customize agent notifications/timing

  • February 18, 2026
  • 1 reply
  • 22 views

We’ve started using dynamic chat with our BDR team. The biggest feedback from them is that they want to customize the notification sounds when they receive a new chat. The team is often multitasking and uses their computers for calls as well as chat. With the sound that is played to notify of a chat or of replies, it is causing issues if they are on the phone at the same time. I’d love to have a similar ability for the agents as we do for our external users that we can customize the sound that is played and the duration of the sound.

 

The other big feedback we are having is that the 90 second window to reply to a chat isn’t ideal. We’d love to be able to customize this. When you have BDR teams that the size fluctuates regularly (it’s a role that is often promoted into sales), then when we are down to a smaller group, we would like the abandoned window to be able to be increased. Ideally, our BDR manager would love to customize it by user, but even allowing us to change that window at a global level would be helpful.

      1 reply

      P
      Praveenra2
      Level 2
      February 23, 2026

      Hi Amber,

      Great questions — this is common feedback from BDR teams using Adobe Dynamic Chat alongside calls.

      1. Custom Notification Sounds / Duration

      At this time, agent-side notification sounds (tone, duration, repetition) are not configurable within Dynamic Chat. The sound behavior is system-controlled and cannot be customized per user or globally from the admin settings.

      Workarounds you can consider:

      • Agents can adjust browser-level sound permissions.

      • Use OS-level sound controls (e.g., separate volume mixer settings for browser vs. phone app).

      • Some teams rely more on the in-app visual notifications instead of sound when agents are frequently on calls.

      • If using Chrome, browser notification settings can sometimes help reduce interruption.

      But natively within Dynamic Chat, sound customization is currently not supported.

      2. 90-Second Reply / Abandon Window

      The 90-second timeout for agent response is also not configurable per user today. It is platform-defined.

      However:

      • You can influence routing logic using availability rules and capacity management.

      • You may reduce abandoned chats by:

        • Adjusting max chat capacity per agent.

        • Improving routing rules (round robin vs. skill-based).

        • Ensuring accurate agent presence status.

      At the moment, there is no setting to globally extend the 90-second reply window or configure it per user.

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