Agent exceeds Channel per user limit
johnfischelli opened this issue · comments
Flex uses the Twilio Chat product under the hood to service the chat communication channel. The Twilio Chat product has a limitation of the number of chat channels and chat user can join. Flex sets up a chat channel for each task that is handled by an agent and automatically joins them to the channel, and handles removing them from the channel upon task completion.
Transfers were not natively supported by Flex on the chat channel (voice is 👍 ) and I aimed to solve that gap by introducing this plugin. Unfortunately one approach we initially used to handle how Flex treats chat channels and chat users during transfers resulted in agents never leaving the chat channel.
Transfer too many chat tasks, and eventually the Twilio Chat product starts to prevent you from joining more chat tasks.
Solved in #20 - by using the native Flex ChatOrchestrator