Why aren’t some of our messaging agents receiving messages?

February 12, 2018
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Agents assigned to the Sales skill are not receiving messages although agents assigned to other skills are receiving messages.

Reasons this can happen:

  • No pages (Facebook) / phone numbers (SMS) / SDEs (in-app) are set to route conversations to that skill.
  • Agents are not set to accept conversations (max conversation = 0). If this was changed while they were logged in they need to logout and login again.
  • Conversations entered the queue while Sales agents weren’t online/available and the skill for these conversations was changed to the fallback skill.

To resolve this issue you should:

Configure user settings and skill routing properly. Make sure to set the fallback skill and default skill according to your account’s needs.