Chat routing is not working - virtual agent

lucky6
Tera Contributor

‎07-28-2024 07:47 AM

When user tries to connect with agent for some reason for few users interaction is opening for guest user instead of actual user..I have checked the user data and capacity and assignmnet rules everything looks good.

Any reason why interaction opening for guest user instead of actual user?

Thanks in advance..

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Yashsvi
Kilo Sage

‎07-28-2024 08:02 AM

Hi @lucky6,

When interactions open for a guest user instead of the actual user in ServiceNow, consider these key areas:

  1. Session and Authentication: Ensure users are properly authenticated and sessions are not expired.
  2. User Roles and Permissions: Verify no users have the 'guest' role and their permissions are correctly set.
  3. User Data Integrity: Check user records and assignment rules for discrepancies.
  4. Capacity and Assignment Rules: Ensure capacity and assignment rules are correctly configured.
  5. Browser and Cache Issues: Clear browser cache and cookies; ensure browser compatibility.
  6. Logs and Error Messages: Review system logs for errors that could indicate the issue.

If the problem persists, contact ServiceNow support for assistance.

Thank you, please make helpful if you accept the solution.

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