Every single chat, all in 4 normally, is routing through Auto. Anyone have a fix?

Troubleshooting Chat Routing Issues in WordPress: Achieving Consistency Across Multiple Conversations

If you’ve been using a WordPress-powered chat plugin and notice that your conversations are defaulting to an auto-routing setup—specifically through a designated “Auto” channel—you’re not alone. Many users have encountered situations where, despite selecting preferred routing options, chats continue to funnel through unintended paths. This article explores common challenges related to chat routing, methods to troubleshoot, and potential solutions to ensure consistent message flow across your conversations.

Understanding Chat Routing in Your Plugin

In modern chat integrations, especially those leveraging AI or automated routing, setting up a preferred channel—such as a specific chat queue or manual routing—can streamline communication. When configured correctly, chats should respect user selections and routing preferences, providing a seamless experience for both support agents and customers.

Common Issue: Automatic Routing to ‘Auto’ Channel

Some users report that all their conversations default to routing through an ‘Auto’ channel, regardless of attempted configuration changes. For instance, a user with a Plus subscription (or similar premium service) observed that, since a particular update or feature rollout, every chat, except a rare short interaction, consistently routed through ‘Auto’. This persistent behavior can be frustrating and hinder optimal workflow management.

Troubleshooting Steps Undertaken

Typically, users will try several measures to resolve such routing issues:

• Re-selecting the Preferred Routing Model: Attempting to manually choose the ‘Legacy Model’ or alternative routing options at the interface level.
• Regenerating or Changing the Model: Using features like ‘Change Model’ or ‘Regenerate’ to refresh configurations.
• Testing Across Multiple Chat Scenarios: Sending messages with images, text, work-related content, or casual chats to verify if the routing behavior persists across different contexts.

Despite these efforts, some users find the routing remains consistent with the ‘Auto’ channel.

Potential Causes

This recurring issue may stem from various factors, including:

• Configuration Conflicts: Changes in plugin updates or settings might override manual preferences.
• Cache or Session States: Cached configurations or session data could persist, causing routing to revert.
• Plugin Limitations or Bugs: Recent updates might introduce bugs affecting routing logic.
• Server or API Constraints: External API limitations or server-side rules may enforce default routing.

Recommendations and Workarounds

If you’re facing similar issues, consider the following approaches:

1. Clear Cache and Refresh Settings: Ensure