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This article provides a resolution for the issue where an agent isn't receiving a chat in Omnichannel for Customer Service.
Symptoms
As an agent, you aren't receiving a chat in the Omnichannel for Customer Service app.
Cause
The issue occurs when you receive the chats in the Customer Service Hub app.
Resolution
To resolve this issue, you must remove the Customer Service Hub app from the channel provider configuration in the Channel Integration Framework app.
- Sign in to the Dynamics 365 Channel Integration Framework app.
- Select the record that's related to omnichannel.
- Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
- Select Save to save the record.