Solved SMS "Active Conversation" (thus locked), but by a Call Queue (not an Agent)

[infochuck]

We've been using the SMS feature with a Call Queue (to which all agents belong) for some time, and it's been fine.

When an agent initiates a conversation with a someone via SMS, until they mark the thread as "Dealt With", that thread is locked up by the agent who started the chat. But these chats are always initiated by some Agent.

We're in a situation where the conversation is locked by extension 800, which is our Call Queue - and we can't figure out how to mark it as "Dealt With", since none of the three agents have that option available, and we don't even know how to log in (to the web client, I guess?) as a Call Queue - nor would we even have a password. That's not a thing, right?

We tried archiving it, but we still can't start a new SMS with this contact - it's still locked by the call queue.

As I said, the Call Queue isn't a user with a password, that I know of - and nobody admits to having done anything any different than normal, we we don't know how we got here. We only have three agents, and one of them is me.

How can we mark as "Dealt With" or otherwise unlock a thread/contact that seems to be bound to a Call Queue, and not a specific agent? How could we have even ended up here?

 

[infochuck]

FWIW, I "fixed" this by Taking Ownership of the conversation and then archiving it (the latter step taken because there was no option to "un-own" it or mark it as "Dealt With", and others needed to be able to send messages to this person.

The downside is the chat has vanished from the app's history, but (at least in this case), that wasn't a problem.

I'm still intensely curious how a chat may have become owned by a Call Queue, what steps might have been taken to remedy the situation (if different from mine), and what other troubleshooting options I may have had.

 

[NickD_3CX]

Hi!

I am glad to figured it out in the end.
Under normal circumstances, you shouldn't be able to 'transfer' a chat to a Queue and tbh, I can't think of a way that this can be achieved (as you found out the hard way, it doesn't work anyway...).

The only piece of advice I can offer is to make sure you keep your 3CX updated as we constantly fix minor things like this.

I will flag this as 'Solved' as you found a solution, but I will try to see if I can figure out how it happened in the first place.