Make Assignment & Notification Settings Unique for Chat

Currently in the Inbox, any workforce management settings are the same regardless of whether the conversation is email or messenger (chat) channel. This doesn’t really work for our team. While we can allow way more emails to come into their individual queues, there is a smaller amount of chats that they can handle at one time before becoming overwhelmed given the live nature of those interactions. We have also gotten feedback from agents that they would prefer if they could set different sound notifications based on channel so they can more quickly detect when they have a new chat vs a new email. Another thing they’ve asked is if a new chat could immediately pop up on their workspace or some other visual cue to make it easy to detect. There also isn’t a way to currently sign-in to only receive chats and not email conversations. It would be better if you could choose Email, Chat, or Phone and let that be a multi-select. 

I think that by making Chat more of its own channel in the administrative handling within the Inbox, both customers and agents would have a better experience.