Issue

In Twilio Conversations (often used with Flex), an agent is able to accept and participate in one chat at a time, but when a second chat is assigned, the agent cannot send or receive messages in the new conversation. The error message "You are not a chat participant" may appear, and the agent is not automatically added as a participant to the second conversation. This issue is specific to one agent, while other agents can handle multiple chats as expected.

Product

Flex

Environment

Twilio Console

Cause

This issue is typically caused by a misconfiguration or inconsistency in the agent's worker attributes, or an incorrect contact_uri value. If the contact_uri does not match the expected format (for example, missing the domain portion like _40ebfsu_2Eorg), the agent may be able to accept the task but will not be added as a participant in the conversation, preventing them from sending or receiving messages. This can also occur if the agent's user or worker record is corrupted or out of sync.

Resolution

To resolve this issue, follow these steps:

1. Check the Agent's contact_uri:
   • Ensure the agent's contact_uri matches the format used by other working agents (e.g., client:username_40domain_2Eorg).
   • If the contact_uri is incorrect, update it to match the correct format.
2. Test the Agent's Chat Functionality:
   • After recreating the user/worker and correcting the contact_uri, assign multiple chats to the agent to confirm they are automatically added as a participant and can send/receive messages in all conversations.
3. Review Custom Code or Plugins:
   • If the issue persists, review any custom code or plugins that may modify the default behavior of chat/conversation orchestration to ensure they are not interfering with participant assignment.

Additional Information 

• This issue is often isolated to a single agent and is not typically caused by global configuration or capacity settings if other agents are unaffected.
• Always compare the affected agent's configuration with that of working agents to identify discrepancies.
• For more information on managing participants, see Add a Conversation Participant (Chat).
• For details on worker channel capacity, see Worker Channel Resource.

Please reach out Twilio Support for further assistance.