In AWA, when the agent and end-user are the same person the agent inbox shows the message text box disappears and the end-user sees connecting to a live agent message.Issue In AWA, when testing routing. If the agent and end-user are the same person the agent inbox shows the message text box disappears and the end-user sees connecting to a live agent message. ReleaseAnyCauseThis is expected behavior. For AWA or SOW to work the agent and end users need to be two different users (even if impersonating) and the agent session must be different than the end user session.ResolutionUse a different agent or end user for testing.