Properly Assigning Users as Live Chat Agents (Only SysAdmin Works)

[Shane Monroe]

I decided to check out Live Chat Agents within our Dev instance of SN.  I went through the wizard, installed every thing, went through the configuration.

As the System Admin i can go to my Agent Workspace, go to my INBOX, set myself as ONLINE.

I impersonate another user, go to our Service Portal and click CHAT.  The chat works fine - so I know at least the basics are set up right.

My problem is when I try to assign anyone else to the group I have set up specifically for chat users. 

I have a "Chat" service channel.  With a Queue called "Chat Queue".  Both are active.

Within "Chat Queue" I have Assignment Eligibility set for the "Help Desk Chat Agents" group I created.

That group has the individual I want to be able to accept chats as well as System Administrator.  Within the ROLES of that group, I have agent_workspace_user, workspace_user and the seemingly all important awa_agent.

I even temporarily gave the other user in the group ADMIN role, just to see if I can get that INBOX to appear.  That user never shows up under AWA Presence & Capacity (only sys admin)

I won't lie - I'm at wits end here.  It seems like the "infrastructure" is sound - as it does work for System Administrator.  I feel like I'm missing a permission here for the other user; but if the other user is ADMIN, shouldn't that sort of cover things?

Appreciate any help I can get at this point 😄

[Allen Andreas · Accepted solution]

Hi,

Thanks for the great recap of the issue and what all you've tried.

To just reconfirm, you applied the awa_agent role and not awa_user, right?

Just making sure because I've seen that accidental thing happen.

Sometimes, even with the "admin" role, it doesn't have everything nested within. I didn't go digging, but curious if this may be it or...as mentioned there's something off with the user. Not sure of all the ways this could happen, but if their notifications are off or something to that effect. User preference, etc. can you try with another, new test user you create?

Can you verify if that user is active? Can you perhaps do a bit of comparison with that user and another and see what may be different.

The main issue at the end of the day is the "Inbox" is not displaying right? That alone, should be trigged by the awa_agent role.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Shane Monroe]

Thanks for the speedy reply.

I had found that exactly solution in a search and verified:

I just retested it and suddenly it is ... working ...?  What gives!  I didn't change anything.

Is there anything that could have required some period of time to "take effect" here?

Well, I suppose we're up and running here.  Clueless why it suddenly started working, but we'll take the win and a lesson learned. 

Thank you.

[Allen Andreas]

Hi,

When applying roles, especially to users, there's a bit of a "session" period and normally you can expedite this through cache.do (type that and press enter in left-hand navigation) to sort of refresh things. Meaning, if you've impersonated at first, then unimpersonated, then applied roles, then went back again, etc. it can cause a bit of wonkiness.

It was most likely that all of that didn't take effect yet and just needed a moment to apply itself.

Please mark reply as Helpful/Correct, if applicable. Thanks!