Ticket No: 12017
Description: Asked help to configure the agent handover flow in the bot and needed id for transferring the chat from bot to SAC. Issue was chat is not automatically assigned to agent but manually we can assign the chat to agent.
Category: Smart Agent Chat
Tags: Ticket-Notification, Bot specific issue, Business.
Content:
Follow the below steps for troubleshooting.
Access Conversation Studio and navigate to the Businesses Manager section.
Choose the General Setting options.
Ensure that the team name is included in the default team. If it is missing, add the name.
If the issue persists after adding the team's name, proceed with the following steps.
Inspect the logs for the code node.
The ticket encountered an error stating "invalid user-name."
After reviewing the code, it was determined that the analyst had provided an incorrect team name, causing the problem.
Inform the analyst to rectify the code by adding the correct team name and including the default team.
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