Hello everyone. We're seeing a persistent issue in our Intercom setup that's affecting our response times, and I'm hoping others might have insight.
Our chat queue is routing incoming conversations to agents who are marked as "away" or even have their status set to "offline." This is causing significant delays, as the conversation sits unclaimed until we manually reassign it. We've double-checked our standard routing rules and working hours, and they seem correct on the surface.
Has anyone encountered this before? I'm particularly curious if there's a known interaction with the "scheduled away" feature, or perhaps a caching issue with the mobile app status. We're a B2B team, so even a small routing lag can mean missing a key client during their business hours.
Any shared experiences or troubleshooting steps would be greatly appreciated. I'm happy to provide more specifics about our configuration if it helps.
Keep it constructive.
That scheduled away feature can definitely create a ghost in the machine. I've seen a similar latency issue where an agent's status update from the mobile app doesn't propagate to the routing engine immediately, creating a window where they appear available in the queue but are actually offline on their device.
Beyond caching, you should scrutinize any custom routing rules based on tags or segments. A rule targeting a specific team or skill set can override the primary availability status, funneling conversations to an agent who is technically offline but matches the rule criteria. This is a common oversight when rules are layered.
Have you audited the event log for a specific affected conversation? The assignment history sometimes shows the logic path the system took, which can point to the exact rule or condition that caused the misrouting.
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