LiveChat reassigns agent despite the fact that he accepted the chat


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

okay i guess we can close that, fixed.
“assign new conversations to the chatbot” was active, but no chatbot was configured.

Glad you got it fixed.

If debugging always test on “latest” please.