A chat reached nobody

A chat came in and nobody got the task

“A customer WhatsApped us an hour ago and nobody has answered.” In the Unified Contact Center each new conversation becomes a task, and the task waits at CREATED until something assigns it to a team or an agent. A new contact centre assigns nothing on its own: the links that would do it are not created for you. What is missing depends on one thing, whether a bot answers on the number the customer wrote to. This page is for whoever set up the contact centre or watches its queue.

The quick check.

Open Unified Contact Center → Task Router → Tasks and find the task by its channel and time. No task at all: There is no task.
Open the task’s events and read them from the bottom. An AGENT_ASSIGNED or TEAM_ASSIGNED line means it was assigned, and the person or team it names has it.
No assignment line: check whether a bot is the endpoint’s default link, then read With a bot or With no bot.

Meet GadgetSphere

GadgetSphere Online Sdn Bhd (GSO) switches on its WhatsApp support number on a Monday, with a bot to greet customers and six agents ready. By lunch, 40 tasks sit at CREATED in Task Router → Tasks, no agent’s inbox shows any of them, and nobody has been told.

There is no task

On an endpoint with a bot, the task is created at the bot’s hand-over, not at the first message. The Assign To Agent element takes the skill of the latest message element in the conversation, and with no skill nothing is handed over and no task is written. A skill reaches an element only through From Element Skill or To Element Skill on the Element Sequence form; the bot’s own Skill tab does not attach one (Bot Applet → Troubleshooting).

No task and no conversation at all means the endpoint is not receiving: check its provider credentials on the endpoint (Unified Contact Center → Virtual Contact and Endpoint).

With a bot: the task waits for links nobody made

A task from a bot hand-over is not routed when it is created. It waits for a poll that runs every fifteen minutes and takes ten tasks at a time, so a task under fifteen minutes old, or one behind a backlog, may simply not have been looked at yet.

Then the routing engine takes the rules linked to the task’s queue in the rule set the task carries (the skill-based one, unless the bot’s Assign To Agent element names another) and, if none of them matches, the seeded default rule. It writes a RULE_MATCHED line for the rule it picked before that rule’s action runs. So a RULE_MATCHED line does not mean anybody got the task.

The seeded default rule takes the skills on the task’s queue in priority order and, for the first with an agent linked who holds the applet at rank MEMBER, assigns the one with the fewest tasks. A new tenant links no agent to any skill and no rule to the queue, so the default finds nobody, the task stays CREATED with no error, and it is on no queue: only Task Router → Tasks lists it.

What the events show	What is missing	Fix
`TASK_CREATED` only, more than fifteen minutes later	The poll has not reached the task: a backlog, or the clock is off	In the Scheduler, check that the `TASK_HANDLING_QUEUE_POLLING_PROCESSOR` row is `ACTIVE`; a clock fires only while it is
One or two `RULE_MATCHED` lines naming `DEFAULT_RULE_FOR_SKILL_BASED_TASK_ASSIGNMENT`, then nothing	No agent is linked to a skill on the queue, and no rule of yours matched	Link the agents (Configurations → Agents → the agent → Skill), and check each holds the applet at rank `MEMBER`
`RULE_MATCHED` naming your rule, then the default rule, then nothing	Your rule’s action could not run — usually `ASSIGN_TO_TEAM` on a STANDARD rule — and the default found nobody	Re-create the rule as CUSTOM with `ASSIGN_TO_TEAM` and the team; a CUSTOM rule assigns to its team without any agent–skill link
The default rule matches, and never your rule	Your rule is not linked to the queue, its condition does not hold, or it sits in a different rule set from the one the hand-over element names	Link it on the queue’s Rule tab, under Task Router, and keep it in the set the hand-over names

The whole build, from skills to the rule linked to the queue, is Contact-centre automation.

With no bot: the rule set was never built

On an endpoint with no bot, the first message of a new session creates the task, and it is routed in the same moment by a different rule set, TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET. That set is never seeded. With no set, or no rule in it that assigns, the task stays CREATED on an unassigned row in All Task Queue. Its events show TASK_CREATED only when the set does not exist or no rule’s conditions held: a rule that matches and finds nobody still writes a RULE_MATCHED line naming itself, so here too that line is not an assignment.

Two ways forward, and they suit different desks:

A person assigns from the queue. Give a supervisor All Task Queue as a standing job, every hour the desk is open. Nothing else will pick these tasks up.
Build the rule set. Create the set, then a CUSTOM rule under it that names the number’s Virtual Contact and assigns to a team. The ASSIGN_TO_TEAM action it needs is not one of the four every tenant starts with, and the screen that creates it is off the menu. The procedure, and what each rule in the set reads, is A task from an endpoint with no bot.

How you know it worked

From a phone that is not an agent’s, send the endpoint a message, and answer the bot as far as its hand-over if it has one. Open the new task’s events: an assignment line (TEAM_ASSIGNED or AGENT_ASSIGNED) arrives at once on an endpoint with no bot, and on one with a bot at the next poll, or a few polls later behind a backlog.

Then look at the 40 that waited: if they are still CREATED, the customers are still waiting, so somebody has to deal with each one by hand. Complete the test task too. No task is ever closed by expiry, so an open task stays in the queue, and in the Task and Agent reports, until a person completes or cancels it.

Common mistakes

Mistake	What you see	Instead
Reading `RULE_MATCHED` as “assigned”	The rule matched, and the task is still `CREATED`	Look for `TEAM_ASSIGNED` or `AGENT_ASSIGNED`
Building the rule under a set the endpoint’s path does not read	The rule never matches	Bot hand-over: the set its Assign To Agent element names, normally `SKILL_BASED_TASK_ASSIGNMENT_AUTOMATION_RULE`, linked to the queue. No bot: `TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET`, the only set that path reads
Judging a bot endpoint’s test task the moment it appears	It is still `CREATED`, because the poll has not run yet	Wait up to fifteen minutes before you conclude anything
Leaving the test tasks open	Old tasks pile up in the queue and inflate the Task and Agent reports	Complete or cancel every test task; nothing else will