MS Teams message bar issue

[azheaz]

Hi there,

My clients are having a usability issue with our VA when interacting with it via the configured Teams channel. Most of our topics have a static choice or boolean input required at some point. Through the web client, this displays as a selection of buttons and the message field is inactive and says 'Please pick an option'.

The issue I'm having is when this same scenario is encountered through the Teams channel, the message bar is still active so my clients are typing in a response rather than selecting a button option. This usually forces the "Sorry, I didn't get that." default message to appear. I've attached a screen shot to explain more, you can see that because the message bar is active, someone has typed 'no thank you' instead of selecting the No button.

Is there a configuration option I can set to disable the message bar in Teams in this situation? In the mean time, I've sent out communication tips to better educate our users when using the VA over Teams channel.

Thanks

[Marina_N]

Same issue here...

Have you had any luck sorting this out?

This is greatly impacting customer satisfaction and engagement with our app. This scenario is recurring and end users stop using the VA because of this error. 

[azheaz]

No, I've tried to mitigate the problem though comms but this hasn't resolved the problem.