Chats are not receiving in Agent Inbox

[deXter97]

Hello Team,

I have recently started working on the Agent Workspace.
And recently come across with one of the issue that whenever an incident is being created through SOW, The agents are not getting the messages in the Inbox, even the Agents are online.

I have done the below troubleshooting from my end
1. Checked all the users have the proper awa_agent roles
2. Cheked the Capacity in use awa_agent_presence_capacity(All are 0 currently)
3. Ensured agents keep one active workspace tab open at all times to prevent missing assigned chats.
2. Also verified the browser and OS notification permissions are enabled, including desktop notifications and disabling 'Do Not Disturb' mode.

What else needs to be done 

Thanks in advance
 

[Dr Atul G- LNG]

Hi @deXter97 

Are queues set up  property? Please also try the SOW plugin as well.

[Sneha KH]

Hello @deXter97 ,

Check above!

[Tanushree Maiti]

Hi @deXter97 

Refer KB: 

KB0961063 Agent is not receiving chats in Agent Workspace 

KB0787998 Chats are not routing to agents in advanced work assignment