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?:
@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
Thank you for your help, Angel! Our agents reported they haven’t seen the issue reoccur, so we think it fixed itself. 🤞
Also, the Workflow shows that it was “Assigned to the default assignee for your workspace (General Support).” Does anyone know how to correct this workflow from occurring to chats?
@Tricia Yonaha Can you send a screenshot of what you’re referring to?
Also, the Workflow shows that it was “Assigned to the default assignee for your workspace (General Support).” Does anyone know how to correct this workflow from occurring to chats?
You can set up Default Assignee by going to Settings > Helpdesk > Assignments > General > Default assignee
But why it was assigned to the default assignee we will need to look at the specific conversation and what workflows were set at your workspace. It’s hard to say just via these screenshots…
