Butler doesn't recognize a name change in Slack

Question

Hello,

Long story short, two members of the Slack board had the same name, so Butler couldn't send a message to either, and we were getting Channel not found error. To fix this, one member changed their name, but Butler is still not recognizing it, so whenever he needs to send a message to the member, we still get an error Channel not found. The member changed his name 48 hours ago, but Butler still hasn't updated himself. We've tried completely removing Butler from our Slack and re-adding him, but it doesn't seem to be working.

Is there a way to fix this issue?

Lara · Answer

Ah, gotcha.

Let's try starting with a clean slate to see if that helps get Slack working again. Would you mind trying the following steps for me please?

* Go to the board where this Power-Up is enabled.
* Open the Board Menu and select the Slack Power-Up.
* Select Remove personal settings and Disable the Power-Up.
* Go to https://trello.com/my/account
* Under the Applications section, select Revoke under any entries for Slack (if any are found).

After that, go ahead and reenable the Power-Up and follow the authorization flow.

It'll be worth reauthorizing Trello in Slack as well, using these commands:

* /trello reset

* /trello setup

If all of those steps don't resolve the issue, could you please reach out at https://trello.com/contact so we can take a closer look?

Thanks!

Lara
The Trello Team

communityvilla · Answer

Yes, we did all of this with no luck. It still gives the same error message.

Lara · Answer

Hi there,

Thanks for reaching out!

Hmm, just to confirm, have you set up a Butler command to send a message to the member?

If so, could you please check if the username in that command exactly matches the user's username in Slack?

For context, if a user changes their username in Slack or Trello, you will need to manually update the relevant Butler command.

All the best,

Lara
The Trello Team