Chatbot routing

Hi ​@Tricia Yonaha ! If you share a screenshot of your workflow I may be able to assist. It sounds like it might be an issue with which team is getting assigned, but I can’t say for sure without seeing it. 

We have two separate workflows, and haven’t changed them for the past 20 days when we started to notice the chats were being routed incorrectly. 

#1

#2 

​@Tricia Yonaha Two follow-up questions for you:

• What’s the reasoning behind having both workflows? Just want to make sure I’m understanding the full context.
• Is the second one supposed to be routing to the “General Support” inbox after hours?:

  

   

1. The first workflow was set up 22 days ago and the second was created 4 months ago. Initially, the second workflow was used when we had Fin Live. We have since turned off Fin, so the first workflow image was created.
2. Yes.

​@Tricia Yonaha Not sure if this is helpful or not, but here’s a quick video of what I normally look at when there’s an issue. Sorry, it’s a little tough for me to help troubleshoot when I can’t play around in your system to see what’s going on, so hopefully this helps a little? https://www.loom.com/share/43a54d0403b34b21821317ebd069f867?sid=3e649188-449b-4222-a027-51c5218d57db