There are cases that might happen with regard to agents assignment:
1.When you try to assign a customer to an agent, their name doesn't appear in Agents List
2.When you activate Auto Agent Allocation, they don't get the customers' room.
3.When they try to click Get Customer, they don't get the customers' room.
Chances are, they aren't authorized to get customers from the channel. Here are the steps to fix them
1.Head to https://multichannel.qiscus.com/settings#agent ,Click Edit on the agent that will be assigned to.
2. you will enter the Edit or Create Agent page. Choose what channels will be assigned to this agent.
3.After that, click Save to save the this agent's setting.