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Blastoise186
Super User
Blastoise186Super User
Super User
October 11, 2022
Open for votes

Turn off the notification sounds on OVO Chat for "Agent is typing" indicators, bot responses and automated messages

Related products:OVO Help
  • October 11, 2022
  • 6 replies
  • 137 views

Just a small one, but something that can be a little annoying! I can’t believe I didn’t spot this sooner! :P

But I noticed that the audio alerts on OVO Chat seem to fire for literally everything where some kind of message is posted from OVO’s side and the tab with the chat isn’t in focus, even when it’s just a bot message, automated message or typing indicator. It also causes some JavaScript to fire to change the tab title via HTML Tags, which again gets rather annoying if there’s no actual human response to come back to.

This also gets quite annoying to keep hearing “Ding!”, “Ding!”, “Ding!” every five seconds when agents start and stop typing responses and contributes to alert fatigue for me.

I get loads of notifications from other things already, so it would be helpful for the OVO Chat system to be a bit less… Noisy...

    6 replies

    Blastoise186
    Super User
    Blastoise186Super UserAuthor
    Super User
    October 11, 2022

    Oh and kudos to my account management squad for agreeing to let me test this out! It really was just a random discovery!

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 11, 2022

    I don't use ovo chat, but can imagine the noise is annoying

    Blastoise186
    Super User
    Blastoise186Super UserAuthor
    Super User
    October 11, 2022

    It can be if you get tons of automated alerts. While the tab is in focus however, you don’t get the chime (unlike Zopim/Zendesk Chat where you get it anyway).

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      October 12, 2022

      Interesting feedback this, thanks @Blastoise186 

       

      I was very happy when they introduced the feature for sounds when there was a new message, as it lead to a reduced number of chats being disconnected by agents hanging around for too long, with customers on another tab not knowing the agent (or bot) had come back to them. That value would be lost if we turned them off. 

       

      Perhaps the idea could be refined to allow the option for these to be turned off for that chat. By default for any new chat, the notifications would be turned on?

       

      I’ll get this idea changed to ‘open for votes’ either way so we can gauge interest. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        October 12, 2022
        New→Open for votes
        Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
        Blastoise186
        Super User
        Blastoise186Super UserAuthor
        Super User
        October 12, 2022

        No worries. It’s mostly the “Agent is typing” indicators that are my main bugbear with this feature, the others are nowhere near as bad.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd