Omnichannel email conversation is empty and does not show up in queue

[rthouvenin]

I had a test instance of RC on version 3.9.0 that I upgraded to 3.17.1 to test the email inbox feature of omnichannel. I am not using omnichannel so far so I enabled it, added myself as a manager and an agent, and configured an email inbox. I haven't configured or tried any other channel.

When I send an email to the configured inbox:

• The chat appears in the list of current chats in the omnichannel settings
• The contact appears in the list of contacts of the contact center
• The chat DOES NOT appear in the list of chats in the contact center
• The chat DOES NOT appear in the queue
• If I open the chat from the current chats, the preview is empty, as if I has sent and empty email (which of course I didn't). If I click "Take it", the chat is still empty, and I cannot reply to it, but it does show up in my queue and I can post messages to the channel (that are not sent back to the contact, as expected).

I have tried this both without setting up any department, and with setting one up and assigning it to the inbox and the agent, same outcome.

What may I have missed in setting this up?

[debdutdeb]

Hi there, thanks for reporting this :)

Can you please confirm this behaviour on a fresh latest (3.18.0) install?

Another (better, imo) alternative would be to continue the conversation on https://open.rocket.chat/channel/omnichannel and gather more info around this through conversation with more poeple that are using it on a daily basis, and then coming back to this issue here.

[rthouvenin]

I tried just now on a fresh 3.18 install, and there it worked fine. So it seems the problem is linked to migrating from an older version / existing data. I joined #omnichannel if you prefer to get more info from me there.