Unable to type in the Virtual Agent Chat after connecting with a HR Live Agent (Utah Version)
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05-21-2024 05:10 PM
Hi!
I am working on Virtual Agent and after connecting with a HR Live Agent the user's input field is disabled, meaning that only the Live Agent is able to write in the chat.
What is the cause of this problem?
Thanks
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09-26-2024 12:25 AM
Hi @Jessica-ts - Were you able to identify the root cause of the above issue?
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09-26-2024 05:34 PM
The 'Enable auto-assign work items' option in the HR assignment rule was what caused the problem.
This option was deactivated by doing the following:
• Navigate to Advanced Work Assignment > Settings > Assignment Rules
• Search for and open the HR assignment rule record
• Disable the checkbox for 'Enable auto-assign work items' in the Auto-assign handling tab
• Click on the Update button
