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Support Article

System messages are incorrect after transferring chat to queue



After transferring a chat to the queue, system messages display incorrectly.

Error Messages

Not Applicable

Steps to Reproduce

  1. Agent1 has a Live-Chat conversation with the user.
  2. Agent transfers the chat to the queue (instead of transferring to a different agent). After some time, the transferred conversation returns to Agent1, because Agent1 is also available in the other queue and no other Agent accepted the request. After accepting the request, the system messages are inconsistent in the user and the agent side respectively.

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-54263.

Published August 19, 2019 - Updated December 2, 2021

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