Issue symptoms
When I try to accept an incoming conversation, I see the error Conversation accept error The conversation was not accepted as it may no longer be valid.
Resolution steps
This error appears when Zendesk offers a live chat ticket to an agent who isn't part of the group the ticket belongs to, or who doesn’t have permissions over this group.
Conditions:
- Omnichannel routing is deactivated
- Ticket channel is Chat
- Support trigger sets or overwrites group on ticket
- Eligible agents according to chat routing don't have permission to edit tickets in the group set by the Support trigger
Support triggers that set a group on live chat tickets don't influence chat routing when omnichannel routing is inactive. When Zendesk creates the ticket, the chat routing process has already begun based on whatever group Zendesk Chat sets in advance through features such as chat triggers, the pre-chat form, or the widget API. You can learn more in the article: What type of triggers should I use to route chats to specific groups in Agent Workspace?
When a support trigger overwrites the group on a chat ticket during the routing process, it can influence whether agents have permission to edit the ticket. As a result, when chat routing identifies the next eligible agent to offer the ticket to, and the agent attempts to accept the incoming chat, this error displays if the agent isn't part of the new group.
To avoid this error, identify any support triggers that may set the group on chat tickets upon ticket creation. Edit these triggers to include a condition for Channel > is not > Chat, so they don't run on chat tickets. Or, if the trigger doesn't serve another purpose, deactivate it or remove the action to set a group as it doesn't influence chat routing.