Virtual Agent receive only initial response MS Teams

[Keith50]

Hi all,

I have been able to integrate the Virtual Agent to MS Teams and it was working up until before the weekend (Monday now). Gets past the initial message and seems to follow the flow in designer.

I made changes immediately after the initial connection, changes in AI Search, Set Up Topics, Search Applications etc. I had these saved into an update set. Since then I have moved the changes I made into a new update set and backed them out so that they are as they were before.

Now the Virtual Agent is back up and running but now only stuck on the initial message of the conversation in MS Teams (shown in screenshot) when I select a topic or provide any utterance the bot typing icon comes up but no response is given. Would anyone know what the issue could be?

Would appreciate any insight into this

[Tricia Cornish]

Hi @Keith50 
Your AI Search - Fallback topic should be a setup topic so should not be a topic that you can select from the list. Additionally, that topic "AI Search - Fallback" doesn't have a user input, it's using the input variable from the search text so there is no prompt to the user to enter a value with which the bot can act on. That's why it seems to hang in the conversation. 

How does this VA conversation work in the portal? I try to troubleshoot the conversation structure there first before testing in my teams integration. 
What are you trying to accomplish with changes you made to your setup topics and search? 
I have changed my greeting and my Fallback and I have modified the Search application in the conversation experience (Custom Greetings and Setup) but I try to leave AI Search - Fallback topic alone (too many layers). 
If you share the other configuration, we should be able to get this fixed pretty quickly. 

Regards, 

Tricia 

[Keith50]

Hi Tricia, 

Appreciate your response,

At the time I was configuring AI Search to only show KB Articles. I duplicated AI Search Fallback and linked the newly created one into the Setup Topics for AI Search Fallback.

I wasn't able to test out in the portal previously although since backing out the changes and making the same changes again, the results came out as expected and with only knowledge articles showing.

While these changes work in the portal I think that with my previous configurations before with AI Search managed to break my integration with Teams as the screenshot I have above is all that I receive, apart from the "The conversation has ended" message when i send "restart"

I do receive a typing indicator as if the bot is trying to respond although there is no response and the typing indicator goes away after the initial 3s.

[Tricia Cornish]

thank you @Keith50  - that is helpful! 
You don't need to change the 'AI Search-Fallback' topic. You can edit the Search Mapping configuration in your conversation greetings and setup so that your KB is the only source when this topic is called (very helpful for maintenance). 
There's a hierarchy in AI Search in Virtual Agent. You could have a KB search topic (that would be different from fallback). That search application is defined in the topic block. Have you set that value in any AI Search topic block? 
Then you have any config defined in Custom Greetings and Setup. 
Do you have a custom experience for your teams integration? If so, have you set any custom values in the AI Search Mapping tab. 
If that is also blank, then it's going to use the default search mapping defined in the default experience. 
(Quick check - how many "custom greetings and setup" configs do you have? have you downloaded the HR VA conversations? If so, and your HR ESC experience is active those filter conditions are set to catch everything so there might be an intercepting experience. If not, disregard this comment)

AI Search can't break your teams integration 🙂 I think there might be some residual config hanging your experience. I would set your topics back to all the original delivered setup topics. The other issue you might be running into is a scope access issue. When you test this in preview in the VA designer (and change your devicetype to MS Teams) what errors do you see? 

[Keith50]

Hi Tricia,
Appreciate your first point, that's great to know that! Thank you

With regards to the ones following, the duplicate search fallback topic I made does indeed have a search application configuration, configured. Within the Customer Greetings and Setup I currently have the "Default chat experience" on here configured although I did find others that were active. Please find below.

Regarding the customer experience for MS Teams, I haven't made any changes than what was required to integrate the 2 together.

I've since tried testing in designer and changing the device type in the context tab of the chat interface and found the following errors.

Cheers, Keith