Troubleshooting chats not receiving on Smart Agent Chats even after being online as an agent.

Created by VISHNU SURESH C, Modified on Mon, 24 Jul, 2023 at 4:44 PM by VISHNU SURESH C

Ticket No: 13667

Description: Unable to receive chats on SAC

Content:

If chats are not receiving on Smart Agent Chats even after being online as an agent, follow the below steps for troubleshooting.

Issue due to custom-code written inside code-nodes to redirect chat to specific team based on environment:

Check the code node first for any custom code written for agent assigning.

Let say the code is as below

envn = env_variables.get("ENV","")
if envn == "prod":
    team_name = "Hotstar_inapp"
elif envn == "stag":
    team_name = "Hotstar staging"

In the above code, this was not using default-team provided in Mogambo, but it was using team_name given in code-node, while assigning chat to an agent.

After this

Make sure to check the "Default team" in Bot "General settings" (Production)
Make sure to check on the "Enable human assistance" in Bot "General settings" -> "Bot settings" (Staging)