Published at: 2026-09-17
What to do if the session cannot be allocated
Overview
This page is used to locate the common causes of the Online Customer Service failure and provide sequential troubleshooting methods.
Core concepts
| Troubleshooting Dimensions | illustrate |
|---|---|
| configuration status | Confirm that the relevant channels, plugins or rules are enabled and saved. |
| Permissions and associations | Confirm that the roles or relationships between the current account, support agents, and channels are correct. |
| Test verification | Use a reproducible test message, page, or session to verify that the issue is resolved. |
Solve the problem of customers sending online consultation messages but no Contact Support session handling queue.
Fault Symptoms
When a visitor initiates a consultation, the front-end window always displays “Assigning customer service to you” and enters the queue, or it is not assigned to any online employee in the ongoing list.
Troubleshooting steps
Step 1: Check customer service online status
- Confirm whether any employees in the target customer service group are currently online.
- Custom statuses (such as “Busy”, “In Meeting”) are considered offline by default. Please confirm that customer service has not been switched to the customized busy status.
Step 2: Calculate the maximum session load limit
- In the agent allocation rule configuration, confirm Maximum number of sessions handled by agent.
- Check whether the number of “in progress” sessions of the current online customer service has reached the upper limit. If the upper limit is reached, new sessions will automatically wait in the queue until an old session is ended.
Step 3: Check working hours and rules
- Check if session Access Time is outside of the agent group or employee’s configured working hours.
- Confirm that “backup grouping” is configured in the distribution rules to prevent rule routing failure due to information mismatch.