Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

Incoming chat didn't appear in Inbox of Agent Workspace

dokhiem_nguyen
Tera Contributor

‎02-03-2023 01:05 AM - edited ‎02-09-2023 06:27 PM

Hi everyone, 

 

I have an issue about Live Agent connection between user and agent via phone.

 

Scenario:

A user uses Now Mobile to contact Live Agent to address the issue. At that time, from agent's side, there's at least 1  available agent. The problem is when user tries to connect a live agent, the work item is routed to the right queue but the chat work item didn't appear in inbox for agent to accept/reject or sometimes agent can't hear the sound of new incoming chat. So, it makes user wait until timing out.

 

Has everyone ever experienced this case before? If yes, please let me know if there's any solution to fix it.

 

Thank you. 

0 Helpfuls
  • 2,478 Views
10 REPLIES 10

Community Alums
Not applicable

‎05-20-2024 10:07 AM

Hi, I have faced this issue recently where we built custom workspace using UI builder where we had similar issue there are two possibilities

1. While testing if the agent and the end user are same person in same window

2. Check in the "sys_ux_page_property" has "chrome_tab" record

0 Helpfuls