Description
Good evening. We are setting up omnichannel with a chatbot. We didn’t even get to the DialogFlow integration when we encountered strange behavior in accepting requests. Here’s the situation - a request comes in, I accept the chat in the Rocket.Chat application, and even if I manage to respond, I get kicked out of the chat due to an alleged lack of response within 10 seconds. After that, I can accept the chat again, and then I am no longer kicked out. From the client’s side, it looks like “The chat was moved back to the queue since it was unanswered for 10 seconds.” The behavior I expect is that if someone accepts a chat, it does not return to the queue even if there is no response for an hour. I have looked the settings but could not find where to fix this. I think the solution should be simple and I just don’t see it. I would appreciate any help.
Server Setup Information
- Version of Rocket.Chat Server: 6.8
- Operating System: Debian 12
- Deployment Method: tar
- Number of Running Instances: 1
- DB Replicaset Oplog:
- NodeJS Version: v14.21.3
- MongoDB Version: 5.0.26
- Proxy: nginx