🧐 Why can't I see or reassign conversations assigned to the bot?
In this article, you will learn how to allow agents to resume conversations assigned to the bot in Atom, and what to do if they do not appear in their view.
❓ Frequently asked question or initial context
Sometimes, agents need to resume conversations that were typed in the past and are assigned to the bot. However, when trying to search or reassign these conversations, they find that they do not appear in their view or they cannot take them. This is usually related to a setting within Atom that restricts this action.
🛠️ Troubleshooting: step by step
Go to Settings Access your administrator panel and go to the Settings section.
Go to Settings
Access your administrator panel and go to the Settings section.
Go to Conversations
Go to Conversations
Click on preferences
Click on preferences
Save Under Conversation display settings Enable the option to "allow agents to see conversations assigned to the bot".
Save Under Conversation display settings Enable the option to "allow agents to see conversations assigned to the bot".
Click on Save
Click on Save
✅ Possible solutions
Activate the mentioned configuration to allow agents to view and reassign conversations assigned to the bot.
Correctly type conversations to facilitate future searches.
Manually reassign from the administrator view, if agents do not yet have permission.
☎️ When to contact support?
Contact the support team if:
You have activated the configuration but the agents still cannot see the bot's conversations.
The platform does not save the changes made to the preferences.