Dynamics Community Forum Thread Details

I am unable to receive customer messages in omnichannel customer service app

While initiating the live chat, I am unable to receive the customer chats in communication panel.

Hi Vybhavi,

Maybe you can refer the following troubleshooting documentation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/faqs#why-are-my-agents-not-receiving-any-new-conversations

Why are my agents not receiving any new conversations?

New conversation requests are assigned to an agent when:

A new chat request comes in.
The incoming chat request is assigned to a queue that matches the agent’s assigned queues. You can see the queue and workstream for an incoming chat in the Omnichannel Conversation Dashboard.
The agent presence is set to an Allowed Presence for the workstream.
The agent has capacity to receive the incoming chat from the workstream. Remaining capacity can be checked by tallying up the items assigned on the agent’s dashboard – including Active and Wrap-up – against the agent’s configured maximum capacity.

https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service#agents-not-receiving-chat-in-omnichannel-for-customer-service

Agents not receiving chat in Omnichannel for Customer Service

Issue

As an agent, you aren't receiving chat in the Omnichannel for Customer Service app. The issue is caused when you receive the chats in Customer Service Hub app.

Resolution

You must remove the Customer Service Hub app from the channel provider configuration in the Channel Integration Framework app.

Sign in to Channel Integration Framework.
Select the record that is related to omnichannel.
Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
Select Save to save the record.

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