We've noticed that once an interaction gets through the custom bot flows and is placed in an inbox, there is a several minute delay before assigning that chat to an agent. We're seeing this impact both our wait times and our team efficiency as chats tend to add up quickly in the queue during peak hours. Would love any advice someone may have on how to resolve this!

@eric b11Sure that this agent was "available"? Keep in mind, after 5-minute of inactivity, the status in intercom sets to "Away".Just test it - open your website and send the test conversations.1) Open a new conversations2) Make all agents busy (assign them 2 active conversations)3) Leave some conversations in the queue4) Tell your agents to close conversation (One by one)5) monitor how the assignment rule will work okay?

Hello @eric b11, Can you check if "Leave a 2 minute delay" is turned off in settings for users and leads?Let me know if this works.

We're seeing a several minute delay in chats sitting in the inbox before assigning to agents who are available. Is there a way to fix this so our CX is not impacted with longer wait times?

We're seeing a several minute delay in chats sitting in the inbox before assigning to agents who are available. Is there a way to fix this so our CX is not impacted with longer wait times? | Community

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