We recently changed our operation so we no longer have a human support team available via our chat (they are email only). To field requests, we've set up the resolution bot and custom bots to handle everything possible. For the most part, it is functioning properly. However, there are conversations that will be assigned to our bot inbox, before the bot sends an answer, the conversation will be changed to "Unassigned" so it is no longer covered by the bot.
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Does anyone have experience with this? It doesn't happen consistently or in any discernible pattern (such as users vs. visitors - it happens with both) where I can determine what the setting is. Thanks in advance!
If you examine the conversation coming in to your Unassigned inbox, make sure that all your bot either close out conversations or assign to a team that should handle them. Hope this helps!