Rovo Agent stops responding in Slack after model migration — eyes reaction appears but no thread rep

[Richard Chen]

Our Rovo agent "SORT Concierge" has stopped responding in Slack threads after a keyword trigger. The Slack app recognizes the trigger (adds an eyes reaction) but the agent never generates a thread reply.

Site: sendbird.atlassian.net

Agent: SORT Concierge

Slack Channel: #sort-request-test (C0AJZVDC6KB)

Keyword Trigger: !SORT

Symptoms:

1. When a user posts a message starting with !SORT, the Rovo Slack app adds an eyes reaction but no thread reply is generated.

2. The /Rovo add command in Slack shows "We had some trouble connecting. Try again?" error.

3. The agent works perfectly in the Rovo Studio Test panel. The issue is isolated to the Slack integration.

Timeline:

- Working normally through April 28, 2026

- Intermittent failures on May 1, 2026 ("Something went wrong" errors)

- Complete failure on May 4, 2026 (zero thread replies, only eyes reactions)

Troubleshooting performed:

1. Verified agent works in Rovo Studio Test panel

2. Verified Slack surface is configured in Rovo Studio

3. Toggled "Swap to new model" from OFF to ON

4. Attempted /Rovo add to re-register agent (got connectivity error)

5. Sent test messages after each change (still no response)

Suspected cause: The issue may be related to the Rovo backend model migration (announced for April 14, 2026). The /Rovo add dialog showing a connection error suggests the Slack-to-Rovo agent pipeline has a backend connectivity issue.

[Rebekka Heilmann _viadee_]

Hi @Richard Chen - welcome to the Community,

first things first: this is a public Forum so any information you post here is for everyone to see. Please do not post Site-Names, Email-Addresses or other information that may be sensitive.

We don't have access anyway so the information doesn't help us :)

Do you have any other Slack-Rovo Integrations that work? Could you maybe just try another/new Agent to see if that runs into the same problem?

I can't test it myself as we don't have the integration setup, maybe someone else here does. If not, your Atlassian Admins could open a Support Request at support.atlassian.com - they can look into your site and setup at detail and check if there were any changes on the Product side.

[Yuvie Naidoo]

I have the same issue and have tried multiple agents with the same outcome, it was working till about 7:00pm AEST time yesterday.

[Rebekka Heilmann _viadee_]

Hi @Yuvie Naidoo - welcome to the Community,

I'd suggest opening a request with support.atlassian.com so they can investigate.

If you are not the Admin of your site, delegate to someone that is as only they can open requests.