Collaborate option is not giving start a teams chat in service operation workspace

[srikanthmee]

Hello community experts 

I'm trying to configure major incident management from the scratch where I am trying to configure collaborate to create teams chat and conference call I am not seeing that option (although when I impersonated as major_inc_manager)when I click the collaborate button. I have teams integration already set up in the instance. Can anyone help me here.

[Suryansh Verma]

@srikanthmee 

The Collaborate component is working, but Microsoft Teams has not been enabled as an available chat or call provider. The fact that only “Start Sidebar discussion” is displayed generally means the Sidebar component is active but its Microsoft Teams integration is not.

Navigate to Conversational Interfaces → Settings → Sidebar, open the Microsoft Teams integration, complete the configuration and enable the Activate toggle. A Virtual Agent integration with Teams does not automatically activate Teams chat in the SOW Collaborate panel.

For the “Start MS Teams meeting” option, separately configure the Notify Connector for Microsoft Teams through the SOW Admin Center guided setup and ensure Microsoft Teams is active as a Notify conference provider.

The major_incident_manager role is supported for major-incident collaboration, so the role is unlikely to be the cause. If the options remain unavailable after configuration, verify the SOW collaboration application versions and debug SowCollabUtils.canViewChats().

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future, it will be helpful to them.

[srikanthmee]

Thanks for the response. I ended up raising a HI Ticket as something intended to work is not working properly.
There is a property called "allow_impersonate_chat_access" which can be turned on only by maint users, and after that I was able to test successfully. 

[Suryansh Verma]

@srikanthmee  Good to know 🙂