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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / I am unable to receive...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

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

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Posted on by Community Member

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

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    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.

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

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