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Chat routing not working properly

Accepted answer
edited Jul 17, 2018 4:50PM in Communication Channels 2 comments


Hello! Looking for a little help in regards to chat routing. Running into a problem where chats are not being routed to the correct agents/queue - I feel like I have to be missing something obvious. 

The issue is that when a customer requests a chat by selecting "Flow" as the designated product dropdown, instead of the chat being routed to a "Flow" chat agent, the customer is instead routed to a different queue (called "Process"). There are agents signed into the Flow queue - all waiting, with no chats.

In the "Flow" profile, I've activated the chat permissions (The items checked are 'Chat', 'Conference/Transfer', 'Allow Decline', '**** max active chats', 'set delay between chats' - these match all our other profiles). Pull policy is set to strict priority. The only queue selected for this profile is Flow. I should also say that the 'Process' profile permissions do not have Flow as a queue option - only the Process queue.

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