Virtual agent shows No agent availability message

[Community Alums]

When we check in the agent presence history, the agents are available but still getting the 'No agent availability message'.

If the agent doesn't accept the chat, might get the 'No agent availability message'. How to check whether the agent get the chat acceptance notification or not. If they missed means how to check this.

Thank you

[Community Alums]

Hi @Community Alums ,

This could happen if the awa_queue is not having a proper routing condition set.

On awa_queue record (awa_queue.do), under the Routing Condition section, check the "Define condition here" checkbox and leave everything blank.
Also, make sure that the agent has the awa_agent and workspace_agent roles as well.

From the KB: KB0788321 

[Community Alums]

Hi @Community Alums ,

There could be other possibilities as well, like :

1. Scheduled Job Chat work item time out is deactivated.

2. Check the below setting :