#support

Issue with Chatwoot Agent Assignment

TLDR lemon3__ was having issues with offline agent assignment in Chatwoot. alejandrog7200 offered a temporary fix, with sojan_official indicating work on a reassignment module.

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Oct 26, 2023 (1 month ago)

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lemon3__

02:36 PM

To be precise, when client contacts and a chat opens, it is automatically assigned to a random agent who is online. Afterwards if the conversation is not resolved, and agent goes offline, when the client sends a new message in the same conversation it stays with the offline agent instead of being reassigned to a random agent who is online.

I chatted with Chatwoot support and they told me this could be solved by snoozing the conversation until next reply. I tried that as well but it simply doesn't work.

Any assistance would be really helpful.

Oct 30, 2023 (1 month ago)

lemon3__

01:12 PM

#1006470116432695368 Can someone assist here?

Nov 02, 2023 (3 weeks ago)

alejandrog7200

12:06 PM

Hi lemon3__ U can make an automation rule to assign agent to none after a conversation resolution.

12:07

alejandrog7200

12:07 PM

lemon3__

04:22 PM

Hey alejandrog7200 , thanks for the answer. This is not the solution I was going for, but it's close enough. Thank you!

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sojan_official

10:47 PM

lemon3__ We are working on an agent reassignment module as well. that should fix this

Nov 03, 2023 (3 weeks ago)

lemon3__

09:35 PM

hey sojan_official do you have an ETA for this?

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