Views:

What’s happening?

When adding a new bot to a workstream, it inadvertently updates or replaces bots or agents in other existing chat or messaging workstreams. Additionally, there are issues with bots not functioning correctly, causing chat queues to fail or preventing the retrieval of certain bot versions in the Customer Service management center.

Reason:

This occurs because the "iscustomizable" flag for the bot skill is enabled, allowing changes made to one bot or workstream to inadvertently affect other bots or workstreams.

Resolution:

To prevent a bot from updating other workstreams, ensure that the flag to allow customizations is not enabled for the skill in question. Follow these steps:

  1. Navigate to the Solutions UI for the solution containing the bot and skills.
  2. Verify that the flag to allow customizations ("iscustomizable") is not enabled for the skill in question.
  3. If the issue persists, manually edit the XML file of the solution:
  4. Locate the skill flag "iscustomizable".
  5. Set the "iscustomizable" flag to false.
  6. After modifying the solution, import it back to make the skill non-editable.

These steps will ensure that adding or updating a bot in one workstream does not unintentionally update or replace bots or agents in other workstreams.