Virtual Agent Integration with Messaging apps - Slack / Microsoft Team gives "I'm having technical issues and won't be able to continue this conversation."


Description

When installing the Virtual Agent for Slack / MS Team or when there was customization on the greeting topics gives the error "I'm having technical issues and won't be able to continue this conversation."


 

Cause

The greeting topics did not have the public roles which resulted the issue.

Resolution

To Identify the topic being used:

  1. Go to the Collaboration>Virtual Agent>General Settings>Setup Topics tab
  2. Note the field value set for "Greeting topic"

To provide Public Role for the topic:

  1. Go to the Collaboration>Virtual Agent>Designer
  2. Open the Topic that's set for "Greeting topic"
  3. Click on the edit button on the "Roles" field 
  4. Move the Public role from the Available to the selected bucket and click on Save.
  5. Click on the Save button to save the record and Publish it.  

Sample: