Virtual Agent in MS Teams thinks there are no agents available

[Wayne Richmond]

We've been testing VA in Teams today and found it's behaving differently. There's a point where I check if there's an available agent using vaSystem.isLiveAgentAvailable(). On the Service Portal, this returns true. However, in Teams, it returns false (see my debug message):

MS Teams:

Service Portal:

Any idea why?

[Tricia Cornish]

Were you able to connect to Agent Chat before in Teams? 

In your Advanced Work Assignments, you might want to review your queues, channels and assignment rules for portal variables. In this example, my Agent Chat Queue is limited to sp portal. (this is usually why I can't connect to the Agent from teams)

 

Another option is to look at your channel definition to see if a subtype or variable is defined.

If your routing rules are based on context variables, and now the topic has new context variables in your queue conditions, that could also impact your routing to the wrong or no queue.

One final idea is to look at your Agent Chat Configuration for your Portal (Portals > Agent Chat) to see if there are any context variables defined that would drive your routing rules. 

Hope that helps! 

[Wayne Richmond]

Thanks Tricia, but we aren't using Agent Chat, we're using Connect Chat queues. Your answer made me check something though. MS Teams appears to be using the chat queue defined in Chat Setup and ignoring the queue defined in my Topic, which works on the Service Portal. 

[Wayne Richmond · Accepted solution]

I was told that MS Teams and Connect Chat are not fully compatible and there are open problem tickets that cover my issues. The response was to switch to AWA, which also means adopting Workspaces