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Workaround to Unblock a Stuck Messaging Session

Дата публикации: Oct 8, 2025
Описание

In scenarios where a messaging session is stuck in a particular status and does not progress as expected, the following workaround can be applied:

  • Reassign the session owner to an Omni queue that supports messaging sessions (i.e., the messaging session is a supported object in the queue's configuration).

  • This triggers the standard routing mechanism, directing the session to an available agent in the queue.

  • Once assigned, the agent can manually end the session.

 

Решение

Reassign the session owner to an Omni queue that supports messaging objects. This enables the session to be routed to an available agent, who can then terminate it to clear the stuck state.

Номер статьи базы знаний

005224332

 
Загрузка
Salesforce Help | Article