User is unable to type in the Virtual Agent Chat after connecting with a Live Agent (Utah Version)
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05-27-2024 08:05 AM
Hello!
I'm working on Virtual Agent and after connecting with a 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 issue?
Thank you
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09-25-2024 10:22 AM
We are also seeing the same thing. Some times it can be relieved by clearing your browser cache, but it is not a permanent fix. Looking for something more permanent.
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08-12-2025 03:34 PM
We're on Yokohama Patch 5 and experience this also. I think we've seen it before when we were on Washington DC too. Would love to know what the cause is and how to fix it permanently.
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08-13-2025 02:40 PM
In our case, the permanent fix that was applied for the Utah version was the following:
• Navigate to Advanced Work Assignment > Settings > Assignment Rules
• Open the record for the assignment rule associated with the Live Agent
• Deactivate the checkbox for Enable auto-assign work items
• Click on Save
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08-13-2025 06:40 PM
We've not enabled this setting and still get the chat inputs greying out randomly.
From the users reporting the issue, they've found it happens when they navigate away from the live chat then go back in the same/tab. I've yet to be able to recreate this.
