So the problem for our environment is that some agents are able to send messages to the web messaging chat, but for some it shows an "X" symbol (which help text is "Retry sending.") and the message appears to be greyish. What could be the possible issue? They do receive those interactions, but they are not able to respond for Web Messaging messages for some reason.
Hi, please open a case with Genesys Cloud Care to investigate your issue.