I have configured a Web Messaging channel according to the Pega Digital Messaging course in the Pega Exercise System. When I initiate a chat, the message ‘You are number 1 in the queue. Your expected wait time is 1 minute(s).’ is displayed. However, no chat acceptance pop-up appears in the CSR portal. What might be causing this issue?
It seems like the routing offer is reaching the queue but not being offered to a CSR who is actually eligible to receive it.
If the queue position/wait-time message appears, that means the customer-side Web Messaging setup is working. The missing acceptance pop-up usually means the CSR-side offer is not being triggered, which can happen if the CSR is unavailable, not joined to the queue, lacks skills, or the routing configuration is not set up with the expected OOTB flow.
An issue we faced in our previous implementations is that the chat is routed correctly on the customer side but the agent notification configuration is incomplete on the CSR side. You need to make sure that both the messaging queue and CSR routing settings must be configured and the agent must be available in the portal to receive offers.
Can you check if the CSR is logged into the Interaction Portal and is marked Available for that messaging queue and also confirm the CSR is a member of the queue and has the required skills, if skill-based routing is enabled. After that, verify the queue is active and that the customer is being routed to the correct queue and the routing settings are not excluding the CSR because of concurrency limits, queue availability, or work hours.