We receive a high volume of emails every day in Intercom, and they come in as conversations alongside Messenger chats.
It would be really helpful if we could set different notification sounds based on the channel. For example, we would like Messenger chats to have a distinct sound so our agents immediately know that a customer is waiting for a live response, while email conversations could use a different sound or have the sound disabled.
Since Messenger requires a much faster response time than email, having the same notification sound for both makes it difficult for agents to know which conversations need immediate attention without checking Intercom.
Ideally, notification settings could be customized by channel, such as:
- Messenger: specific notification sound
- Email: different sound or no sound
- Other channels: customizable as needed
This would be especially useful for teams that handle both high-volume email support and live Messenger conversations from the same inbox.