Suggestion
manaswini.kolluru3
Published:
02/12/26 9:30 AM
2 views
1
2
Hi Team,
Cases are not being assigned to agents in the WhatsApp channel. Any suggestions?
Thanks
Question
Updated
3 days
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Allison Fasching
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Hello @manaswinikolluru3, Below is a Troubleshooting Checklist for WhatsApp agent assignment:
Check Agent Status & Capacity: Ensure agents are in an Available status, have capacity, and are not in an “upcoming status,” which prevents assignment.
Verify Queue Configuration: Confirm WhatsApp messages are mapped to the correct Work Queue and that the queue is active.
Audit Skill‑Based Routing: Make sure the case requires the correct skills and that agents assigned to the queue actually have those skills.
Review Rule Engine Logic: Check that routing rules match WhatsApp traffic and correctly direct cases into the intended queue.
Use the Capacity Simulator: Run the Capacity Simulator in Unified Routing to see exactly why cases aren’t assigning (capacity, skills, rules, or agent status).
Check the Case Activity Log: Review the activity log of the individual case to see the specific reason it wasn’t assigned.
LMK if you want more detail on any of these! Since each customer may have customizations, if you are still having the issues after checking these, we can dig a little deeper!
Hope this Helps!