Virtual Agent integration with Slack - Slack

[leandrooliv]

I have my Virtual Agent connected to a DEV instance, and it is integrated with Slack.

When selecting the Virtual Agent in Slack, it works for almost all users (I haven’t tested every single one yet), but there are two important users for whom the bot freezes.

The issue only occurs in the Slack Virtual Agent. When these users send a message to the bot and click on any option (these options are configured topics), the bot becomes unresponsive.

This problem does not happen in the Service Portal — there the topics work normally.

The “freeze” in Slack lasts about 5 hours, after which the bot starts working again for those users.

Has anyone experienced this issue before? What could be causing it, and how can I prevent these long freezes from happening?

[RaghavSh · Accepted solution]

This is possibly a data issue try below:

1. Go to "sys_cs_conversation" table andlook for any open conversations for these users.

2. Mark these conversations as complete through background scripts and ask the users to try again

3. If this does not work go to "sys_cs_consumer_account" table and delete the entry for those users. After this they will be asked in slack to re link their account.

Slack - VA integration is bit tricky, when it comes to troubleshooting. Hope this fixes your issue.

[leandrooliv]

Hi @RaghavSh ,

How do I map this? How can I find out which type of data is being affected?
P.S.: The instance has many topics created, and the VA flow uses many of these topics. As time goes by and the user interacts more with the VA, it starts becoming slower. Does this also have an impact?

Regards, 
Leandro Oliveira

[RaghavSh]

@leandrooliv This mapping happens automatically when someone links from slack for 1st time.

2. My solution was for struck conversations.

3. For the issue you are mentioning, you may need to raise a HI case with SN and the get the logs to see where the slowness lies. I believe the slowness will be with the N/W so you may need to involve your company's N/w or firewall team.

[leandrooliv]

Thank you very much @RaghavSh !

Regards, 
Leandro Oliveira