“My agents are not being routed cases from this specific channel. I checked my Social Channel settings and the channel is connected. I can see incoming cases once I create a My View with this channel filtered. What is wrong?”
If you already checked your Social Channel settings and confirmed that the channel is syncing correctly into our platform, the problem may be with your Queue Routing setup.
If a Queue is not created with filters set up to match every possible incoming case, the cases do not match any existing filter will end up in the backlog (black hole) if you do not have a fallback queue in place.
This is defined by your General settings, found under Intelligent Routing on the Settings section.
By default, Routing fallback is set to “No queue”.
We recommend you to create a Fallback Queue with generic filters so all cases that do not match other queues will end up in this one.
For example, an “All that is left” Queue, placed on the very bottom of your Queue order.
But do not forget that for every new channel, you need to update your Intelligent Routing as well :)