Teams Assist not working

[Louise Henderson]

Hi Everyone

We've been attempting for a few weeks now to get the MS Teams integration up and running to enable our customers to post via teams.  Nothing we do seems to work.  We've followed the instructions multiple times, started from scratch 3 times and each time all that happens is that when an @Assist post is made in the customer chat it responds with 'Here's what i can do - raise requests with Assist via the compose box, the message extension or the message action capabilities'.  

Does anyone know of any gotcha's that might exist that aren't referenced in the Atlassian doco?

Thanks for any help you can offer.

Regards, Louise

[Arkadiusz Wroblewski · Accepted solution]

Hello @Louise Henderson 

That reply from @Assist usually means the app is installed, but users are still hitting the generic help response rather than a configured request flow.

Atlassian’s docs say requests in Teams are raised via the compose box, message extension, or message action. So if @Assist just answers with “Here’s what I can do…”, I would first check whether the Teams channel is actually connected as a request channel in JSM, not just that the app was added in Teams. Atlassian also says request channels should be set up in a public team.

What I would check first:

the Team/channel is listed under Channels & self service → Chat ?

it was added as a request channel, not only as an app in Teams ?

the Team used for customers is a public team ?

users are testing via the compose box / message extension / message action, not only by typing @Assist in chat ?

It seems the integration is partly there, but the channel-to-project/request setup is not fully complete yet, which is why Assist only returns the default capability message.

[Louise Henderson]

Thanks for the prompt response.

Yes to everything, thanks for confirming the process, it's exactly what we did.  We've also had our Atlassian partner on board to try and help us through it without success.  Partner has gone via Atlassian for additional support and we haven't gotten anywhere. Last resort was to see if anyone in the community had seen anything similar.  I think we've done everything we can to try and troubleshoot our way through it.

[Louise Henderson]

Turns out that in order for our users to make use of the chat functionality, they need to communicate directly via the assist app, not via the public channel created to enable chat.  Once you direct users to the assist app they can enter into a chat, making use of the Rovo and Virtual Agents and have their questions answered or raise tickets.  It's probably worth an update to the implementation guide to note that you don't use the public channel to enable chat.

[Arkadiusz Wroblewski]

@Louise Henderson 

Good you can solve that.

You can raise a Request to Atlassian and point onto that.