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Omnichannel - Chat to Agent who is not part of any Queue

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Posted on by Bilal Ahmed

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Hello Experts,

We are facing a issue where we are initiating a chat request from Power apps Portal, it lands in omni channel for a agent who is not part of any queue.

Agent has "Omni Channel Agent Role" but he is not assigned to any queue within workstream, our understanding is technically he/she should not receive any chat.

What can be the possible reason, its happening for a specific client in al environments agent keeps getting chat pop ups when they are online in omnichannel, although they are not assigned to any queue in workstream.

Thanks in advance

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RE: Omnichannel - Chat to Agent who is not part of any Queue

Hi Bilal,

Maybe you can create one ruleset to route chat request to the queue that which does not contain the user as mentioned.
Bilal Ahmed 270 on at

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RE: Omnichannel - Chat to Agent who is not part of any Queue

Hi Leah,

Thanks for the reply.

in my case, no rule set, just a fallback queue which does not contain my user as mentioned in previous screen shot.
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RE: Omnichannel - Chat to Agent who is not part of any Queue

Hi Bilal,

You will need to check in the chat workstream whether the ruleset is configured or not.