Why is the Agent not able to go Online?
Written by Soham Amburle
Updated on August 26th, 2022
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If a live agent is not able to go online, you should first check if the agent has permission for that specific team or not. If the agent has the required permission, then you should check the agent's username.
If the username has .sh in it, the agent will not get chats, as it is one of the security issues.
For Example: As shown in the image below, the agent's username is "michael.shawney" and in this case, we can clearly see there is an occurrence of ".sh"
In such a scenario, the username can be kept as michaelshawney, by removing the dot, and the issue will be resolved.
If there are any more queries regarding this, please connect with our Support team at support@haptik.ai.
