Connect Support messages are not appearing to the AgentIssue The agent is not receiving the messages sent by the user. Upon refresh, the latest message is loaded but the previous messages are all lost/disappearedReleaseAnyCauseWe have found that the issue is happening to the ACL role requirement which was updated compared to the OOB. Here is the link to the ACL: https://<instance-name>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=77c45f319f031200de5df727c42e70aa The OOB contain both snc_internal and snc_external role in the role requirement and hence the issue does not happen.Resolution To resolve the issue, please review the ACL and modify it to have snc_internal role in the role requirement.