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

[shaa066]

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

[TejasSN_LogicX]

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.

[GlideFather]

Hi @TejasSN_LogicX,

thank you for your contribution to the Community, can you please elaborate more on following points?

• Routing > Assignment Queues
  • this path doesn't seem to exist in none of my instances,
  • does it require any plugin?
  • please share a screenshot from your PDI to understand what you replied or what's the correct path.
    • is it AWA > Queues, or Routing and Assignment > then what?

• What do you mean Messaging/Chat?
  • in ServiceNow, the Agents mark themselves available in Workspace (SOW, HR, CSM, ...),
  • what other channel do you talk about? 

• And messaging entitlement?
  • can you please explain or share documentation link to learn more about it?

• You mentioned ITSM Agent together with licensing, what's that?
  • itil role or something else?

• Can you please tell me more about connect_support_agent role?
  • I cannot locate it in none of my available instances and neither in the official documentation, I would like to learn more about it for debugging purposes, please share more details about that.

Thank you very much, this will be helpful for debugging 🙏