Incoming SMS / Business Hours / LiveChat Offline Failure

[dredge999]

We have our system set up to show the offline web form outside of business hours. We are enforcing business hours.

Unfortunately, we also use SMS (Twilio) for support. If we have no agents online / outside business hours Rocket.Chat will reject incoming SMS with the following response.

{ "success": false, "error": "Sorry, no online agents [no-agent-online]", "errorType": "no-agent-online" }

This is happening despite us setting Administration/Onmichannel/LiveChat/Send Livechat offline messages to a channel/Support (channel name).

It appears that the above setting only affects the web form and not incoming SMS.
Is there a way to direct incoming SMS to a channel if we have no agents online/outside business hours? I believe that both SMS and web form should behave in a similar fashion. If we are outside of business hours/no agents then the SMS just fails silently at Twilio and the user is none the wiser and it looks like we are not responding.

Thanks, Rick

[dudanogueira]

Hi! Can you check if

Admin > Omnichannel > Routing > Accept with No Online Agents = Enabled

will solve this for you?

Thanks!