Messaging sessions are intermittently not routing through Omni-Channel
Trailblazer Community

Known Issues · In Review

Messaging sessions are intermittently not routing through Omni-Channel

Messaging , LiveMessage , Omni-Channel

Last updated Today ·Reference W-8542694 ·Reported By 38 users

In Review

Summary
When a customer sends in a message that is sent to a queue that routes through Omni-channel, the message is not routed through omni although the messaging session is created. This issue can be intermittent

Repro
1. Set up an existing messaging queue for routing through omni channel
2. Go online with omni-channel
3. Send in a text to the messaging channel set up in step one
4. Notice that sometimes the messaging session that is created is sometimes not routed through Omni

Workaround
Manually assign the messaging session to a user

Reported By (38)

Izabela Buciak Olavo Zapata Meenaxi Pandit Marcus Taylor Connor Comstock Amy Hodson Scott Diggle Nate Barker Lynn Guyer Daniel Buford Christina Nava Erwin Méndez Prafull Verma Rob Biggs Marcos Alvarez Francisco Lorenzo Tennyson Tom Keyur Virani Roman Melnik Matt Knight Hendrikus Dijkstra OMN1 Solution Marco Prado Athena Kanjithanda Karumbaya Andrea Florio Marleny López Daniel Rodriguez Daniel Bayley Faye Long Ben Hull Jorge Ortiz Brisleydi Daviana Calderon Seijas Shivani Kukreja Nancy Brown Admin Bossoni Murilo Kakazu Chris MacDuff Ashwani Kumar

Is it Fixed?

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