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Configure Notification Sounds and Channel Colors

  • Published on Jul 8, 2026
  • 1 minute(s) read
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Make it easier to audibly identify whether you are receiving calls or messages by assigning a unique notification sound and identify Channel Contacts by color. With per-Channel customization, a Chat Contact can look and sound different from an SMS or Email at a glance.

The configurations are specific to you as a user rather than a globally controlled setting.

Update notification sounds and Contact color

  1. Click your avatar/initials in the top-right corner of Gladly

  2. Click Profile

Proceed to configure the Channel Contact color and notification sounds settings.

Change Channel Contact color

Assign a distinct color to each Channel Contact (e.g., a Chat, an SMS, Email). The color appears as a border around the Contact on the Conversation Timeline. For example, picking Yellow for Voice makes voicemails and live call recordings appear with a yellow border in the Conversation Timeline.

Select from the following options:

  • No custom colors uses Gladly Team color defaults across all Contact types.

  • Border colors per Channel allows for color customization of each Channel Contact.

Voicemail interface showing playback controls and channel routing options for voice messages.

  • Select a preferred color on any Channel.

  • Colors are visible in the Conversation Timeline on Gladly Team.

Change Per-Channel notification sound

Assign a distinct sound to play when a new Contact arrives from a specific Channel.

Select from the following options:

  • Basic sound uses the Gladly Team default sound across all notifications.

  • No sound mutes all notifications.

  • Per Channel sound allows for notification customization.

Settings for notification sounds with options for various messaging apps listed.

  • Chat

  • SMS

  • Email

  • Voice

  • Facebook Messenger

  • WhatsApp

  • Instagram Direct (DM)

  • Instagram Comment

  • Custom Channel

Select your sound choice from the list for each Channel. Click sound icon.png to hear a sample.

Tips

  • Prioritize visually. Use high-contrast or distinct colors for channels with tighter SLAs (e.g., Chat). This helps identify and respond to time-sensitive Contacts faster.

  • Keep sounds distinct. Avoid assigning similar-sounding notifications to Channels that handle different response expectations. The goal is instant recognition.

  • Align with your team. If multiple Agents handle the same Channels, align on a consistent color convention so queue views look the same for everyone.

  • Consider accessibility. Choose colors that are distinguishable to Agents with color vision differences. Using both color and sound together ensures redundant cues.

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