Agent is not receiving virtual agent chat in the inbox, even when agent is Available

shaa066
Tera Contributor

8 hours ago

We have a new Agent, and that agent is not receiving the open live chats in the inbox.
even when the agent status is available, what could be the reason
we are facing issue only with this particular agent

0 Helpfuls
  • 173 Views
4 REPLIES 4

GlideFather
Tera Patron

7 hours ago

Hi @shaa066,

 

check and compare that agent's role, groups, skills... and eventually the AWA Queues... as it can be missing agent skill or not being a member of a specific group.

 

let me know if oyu have progress

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */


RaghavSh
Kilo Patron

7 hours ago

@shaa066  Go to "awa_agent_presence_capacity" table and check the state of agent.

 

Also check the available capacity and  capacity in use. If the agent is not able to mark him online on workspace, it could be an issue with awa_agent role.


Please mark the answer correct/helpful accordingly.


Raghav
MVP 2023
LinkedIn

RaghavSh
Kilo Patron
In response to RaghavSh

3 hours ago

@shaa066 Were you able to get this fixed?


Please mark the answer correct/helpful accordingly.


Raghav
MVP 2023
LinkedIn
0 Helpfuls

TejasSN_LogicX
Tera Contributor

2 hours ago

hi @shaa066 ,

If only one agent is unable to receive live chats while others are working fine, it usually comes down to configuration issues for that specific user. A few things to check:

  1. Roles & Permissions

    • Make sure the user has the correct roles, e.g., sn_openframe_user, chat_agent, connect_support_agent, or the roles required by your specific Advanced Work Assignment (AWA) setup.

    • Compare their roles with another agent who is successfully receiving chats.

  2. Agent Workspace / Inbox configuration

    • Verify that the agent is included in the correct assignment queue / routing configuration for chat.

    • Check the Assignment Rule / Routing Condition to confirm that this agent’s group is part of the chat channel.

  3. Presence & Status

    • Confirm the agent is actually in “Available” status in the correct channel (Messaging/Chat). Sometimes users appear available but not in the right channel.

  4. Queue membership

    • In Routing > Assignment Queues, ensure the agent is a member of the queue that receives live chat work items.

  5. Licensing

    • Make sure the agent has the required license (e.g., “Customer Service Agent” or “ITSM Agent” with messaging entitlements).

Tip: The fastest way to troubleshoot is to compare this agent’s configuration (roles, group membership, queue membership) with a working agent. Any mismatch there is usually the root cause.

0 Helpfuls