Bot is no longer working correctly. What am I missing?

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Posted on by XeXE

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Hello,

We have a bot on our website:

Anyway, it works fine except when you click "I need technical support" and it asks for your email. Every email returns with an error message that the account could not be found. I've actually never dealt with PowerVA, so this is all new to me. I signed into PowerVa and began looking for the bot, but I can't find any such bot anywhere in any environment. I'm assuming how it works is that it queries the Dynamics CRM when people put their email in and then goes from there, but I can't be certain about anything.

Can someone please help me out?

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XeXE 132 on at

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Anyone? I checked in Azure under bots and also in PowerVA, but I can't find the bot anywhere to figure out what's wrong with it.

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mboninco on at

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Hello, from the screen shot it is hard to confirm that this is a Power Virtual Agents (PVA) bot. Assuming this is a PVA bot, it is likely using Power Automate to send the email. The bot owner would need to troubleshoot this from the PVA app.

One way to confirm that it is a PVA bot is to type the following in the bot:
/debug conversationid

The above text will return the conversation id similar to the following
Conversation ID: BYKfgPXp19B2kEk6EwF61E-us. Time (UTC): 11/7/2022 5:45:43 PM.

If you can send me a private message with the conversation id, I can tell you the environment that the bot is in.

-- Mike Bonincontri

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XeXE 132 on at

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Hello mboninco,

Thank you for helping. I typed
"/debug conversationid" in the chat window, but nothing happens. The bot just tries to proceed through its normal chats. On inspection of the webpage code though, it does point to botframework.com which is the Microsoft PVA landing page.

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mboninco on at

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With nothing happening, it doesn't look like this bot was created using PVA. I reached out to another member on the PVA team.

While using the bot in the browser, open the developer tools. This is under "more tools" in the browser settings.
Look for the directline message to see what conversationid it was using. For example, you may find something like this in an “activities” request headers which would let us look up your bot id. At best though it would tell us whether it was created using PVA or bot service, and if Azure, maybe which Azure Subscription it is in.

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XeXE 132 on at

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Hi,
I can't find this "Activities" tab that is in your screenshot within Edge's developer settings. How do I get to it? I did find this though on the default panel:
https://cdn.botframework.com/botframework-webchat/latest/webchat.js

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mboninco on at

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Activities is not a tab, but an event that occurs when you interact with the bot. If you are on the Headers tab in the Network section, an activities item will show up in the name column. clicking on activities will display the needed information. With the URL to the bot that you passed to me privately, I was able to get a conversation id.

It's definitely not a bot created with Power Virtual Agents. I've forwarded the conversation id and information to a colleague to see if he can determine with which tool the bot was created with to help you to locate it.

-- Mike Bonincontri

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