Hi,
We have implemented Facebook Messaging in Omni-Channel, and found that the "Messaging Session" will get in to status "Waiting", if the routed agent didn't accept the work item (either rejecting it or logging out), then the "Messaging Session" will remain stuck at the status "Waiting".
There is no option to view the conversation (it says "This chat hasn't started yet. Check back later.") nor to start the conversion ("Start Conversation" button is only available for SMS I believe). And even if this time a new agent goes online in Omni-Channel, this session will not be routed to the agent. So it means that this particular "Messaging Session" will stay in "Waiting" status forever unless an admin end/delete the session.
Any one using Facebook Messaging have same issue like this? It is not good customer service if someone messages through Facebook but won't ever get a response.
Thanks in advance!
Unfortunately it still does not work if I logged out then logged in again. The session won't be routed anymore.
But you did remind me of an important thing, that when the session is rejected by the agent at first, I notice the session owner remains at the agent, instead of switching back to blank (or the queue). Because I remember for general cases routing, when the work item is rejected by the agent and no other agents are logged in, the case owner will be switched back to the queue.
I then found out my queue is only supporting "Case" object, as messaging was introduced at later stage in our implementation and this queue is shared between channels. So this configuration is missing.
So I added "Messaging Session" to the queue's supported object and did a test. Now it is working fine, that if a work item is rejected by the agent, the session owner will be assigned back to a blank value (waiting for next agent). Next time someone is logged in, it will be routed properly.
Thanks a lot for the inspiration! And for anyone who is having similar issues, please do check the queue settings as well.
