In this article we'll discuss how to troubleshoot Connect Support agents when they're not able to accept new chats. Instead, they're seeing the following message: "You have reached the maximum number of open support conversations"
This error is the result of x number of [chat_queue_entry] records assigned to the agent which still fulfill the condition of 'active=true'. In this case, 'x' represents the system property [connect.support.conversation_limit]. Even if the agent doesn't see 'x' number of chats in their Connect side bar or primary cases, there could still be some older chats unexpectedly hanging around. Let's take a look at how to resolve this.
First, verify the property setting here:
Next, let's go find the records affecting the user:
This should verify the user has more active records than the configured maximum. It would be advised to review these returned records to consider if there are old/unexpected records which you can directly administer to a closed state (active = false). The message will go away when the agent's active chats return below the configured setting.