Not able to get Chat request in Agent workspace ??

[JayD1]

Hi All,

I have configured Agent workspace in my instance but when I am trying to connect thorough the live chat agent from CSM or CSP portal I am not able to get any chat request in my mail box .

Agents role- awa_agent

CSM fulfiller UI -connect

when I am selecting Agent workspace in the CSM fulfiller UI in chat set up,i am not able to see live chat option in the csp or csm portal.

Please help me i got stuck here.

any help would be appreciated !!!

Thanks,

Jyoti

[Ashutosh Munot1]

HI,

Do you have roles given to them?

Thanks,
Ashutosh

[JayD1]

yes, Agents have "awa_agent" role . 

[Ashutosh Munot1]

HI,

Have you added the widget on the portal? So you can see the chat icon as below:

To allow users to start a chat from the Service Portal, a widget is needed which is included in the plugin "com.glide.va.sp_widgets". This widget adds a small button in the lower right corner of the Service Portal, which opens $sn-va-web-client-app.do in a small iframe.

Thanks,
Ashutosh

[JayD1]

Hi Ashutosh,

I have Added that and it is showing in the csm portal. LiveAgent chat is disabled cuz I have selected agent workspace in the csm fullfiller in the chat setup.

if I will change it to Virtual agent the live agent will show up but I am not getting the chat request in the agent workspace.

Thanks,

Jyoti

[Ashutosh Munot1]

Hi,

Few things to check:

1)Service Channel is active

2) Agent chat plugin is installed.

3) Queue is configured with Assignment rules

4) Eligibility is configured.

5) Role are given to queue i.e. awa_agent, interaction_agent,agent_workspace_user.

6) When you initiate chat the status should be available for user.

Check this and let me know.

important plugin in AWA and Agent Chat. 

Thanks,
Ashutosh