Customization Tasks in Salesforce Agent Lightning

Set Audio and Video Notifications

In Salesforce Agent (SFA), you can enable audio and visual alerts for new agent messages, new contacts, chat messages, and email messages, or when a call or chat gets disconnected. Notifications typically appear on the bottom-right corner of your screen. They will only appear if Salesforce Agent is minimized or hidden behind other applications.

Audio and Visual (A/V) Notifications can only be set for Chrome, Firefox, Edge Chromium, and Safari browsers. These are not available in Internet Explorer or Edge Legacy browsers. If you use Chrome on a Windows device, you need to enable notifications from Chrome in your Windows settings.

A/V notifications for Digital Experience are not supported within SFA. The A/V notification functionality is currently limited to ACD channels, including:

  • Voice
  • Work Item
  • Voicemail
  • Chat
  • Email
  • SMS
The Audio Visual Settings window in Salesforce Agent.
  1. Click Settings  >  A/V Settings.

  2. If you're using the integrated softphoneClosed A software program for making telephone calls over the Internet using a computer instead of a telephone., move the slider to adjust the volume for phone calls.

  3. Use the toggle next to the alert to enable or disable the notification.

  4. Click Save.
  5. Enable notifications in your browser's settings. If you use Chrome on a Windows computer, you need to also enable notifications from Chrome in your Windows settings. Do not disturb must be turned off in Windows for notifications to appear.