Why are no chats coming through to my available agents?

[Avdush Vatovci]

Hey there,

I'm relatively new in the whole ServiceNow universe, and i'm trying to set up my own PDI with an Agent Chat - however, whenever i try to access the customer chat through the CSM-portal, i always get the message: "There are no agents available at the moment. Please try again later."

The inquiry also doesnt show in my inbox in the CSM/FSM Workspace - the customer simply doesnt get through to my agent.

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I have created a customer support agent, who has the roles (via groups) of "awa_agent" and "sn_customerservice_agent", and the inbox does show up, however no messages show up.

I have also tried to look into the AWA queues, and enable chat assignment rules to the proper group - however, this also doesnt help.

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Whenever my colleagues try to enable agent chat, it works OOB for them. I have tried to reset my PDI, and tried on a second account. I just dont know what i'm doing wrong.

Any ideas?

Thank you in advance!

[Paul Curwen]

So is the agent a members of your 'Chatters' group? Your screenshot is showing 1 group member.

Also take a look at this: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0788321

[Dennis Ford]

Try removing the conditions on the queue to troubleshoot.