Why are conversations stuck in "Pending Assignment"?
Sometimes you'll notice many conversations sitting in "Pending Assignment". Here's why.
- Agent is offline or invisible:
When an agent is offline, the system automatically places new conversations that should be assigned to them in the "Pending Assignment" area, similar to a voicemail function. When the agent comes back online, previously pending conversations won't be automatically transferred to "My Conversations" — they must be manually transferred.
- Capacity limit exceeded:
When an agent's concurrent conversation limit is set to 10, the 11th new conversation will automatically go to the "Pending Assignment" area for other agents to pick up.
You can try closing conversations that have actually ended, then go to the "Pending Assignment" area to transfer new conversations to yourself.