uWebChat Documentation

FAQ & Troubleshooting

I want to activate my uWebChat subscription, but I’m getting the error “Could not fetch your subscription. Please try again later”. Please contact Universal IT support when you see this error.

None of the uWebChat commands seem to work. Not even “Help”. I’m stuck in a dialog or rich card. You might still have an active dialog open. Type “Stop”,“Cancel”, “Quit” or “Close” to exit the current dialog. After you have stopped a dialog or rich card, use the “Help” command to see available commands.

I cannot create more groups. This is a subscription limitation. Please refer to uWebChat editions to see your subscription limitations.

I do not remember the command for… Type Help in uWebChat to find a list of commands you can use in uWebChat.

I want to change the administrator for my organization. Please contact Universal IT support (support@universal.cloud) to perform this action.

I have lost my licence key after purchase. Please contact Universal IT support.

Is it possible to mix commercial licenses? For example, 5 Basic and 5 Enterprise licenses? This is not possible. If you have accidently ordered different licenses from the AppSource store, please cancel the order of the license type that you do not wish to have and create a new order.

Exit current dialog or Rich Card

If you are stuck in a dialog or Rich Card when talking to uWebChat, you can always use specific commands to return to a neutral state. To exit a current dialog or Rich Card, you can always type Stop, Cancel, Quit or Close. This will terminate the dialog or Rich Card and bring you back to the beginning. After that, you can type Help to see the different options.

Removing Graph API permissions

When your agents are using the Save to OneDrive or Meet Now functionality, they need to authorize the Graph API from Microsoft to enable these features. If these features are not working correctly or if you wish to remove the permissions, use the command Logout to log out of the Graph API as that agent. When the agent wants to use the features associated with the Graph API again, they will get the initial prompt to grant permissions to the Graph API before the features are able to function.

Agent hunting issues

You may notice that your agents are not being hunted properly. This can have a variety of reasons on why this is happening. These are some of the most common issues and solutions to this problem.

Agent(s) are not subscribed Agents are not available yet to receive chats. They need to use the Subscribe command to make themselves available for chat.

Agent(s) not in group If you have embedded a group of agents to your website, verify that all the agents are in this group. Use the Help command and go to Manage Group Members to change group membership.

Agent presence set incorrectly Agents will only be hunted on Available or Busy presence in Teams. Away agents will not be hunted.

Agent(s) being hunted too quickly/slowly Change your total hunting time-out or agent time-out in Help > Manage Groups > Edit an existing group > Hunt Time-Out.

Group not within Opening Hours Make sure your opening hours are set correctly. uWebChat uses UTC time zone for setting up Opening Hours, so translate your time zone to UTC where needed.

Presence not visible to Teams users outside your Microsoft 365 causing uWebChat not to fetch presence within your tenant. Make sure of the following:

  1. In the Teams Admin Center, External access to other Microsoft 365 Teams users must be Enabled. If you are using domain whitelisting, please add domain uWebChat.com to your domain list. You can change these settings in Teams Admin Center > External Access.

  2. Microsoft 365 tenant and users co-existence mode set to Teams Only. For the tenant wide setting, you can go to Teams Admin Center > Org-wide settings > Teams upgrade. Per user configuration can overwrite this, you can change this per user in** Teams Admin Center > Users > Select user > Change co-existence mode**.

  3. The setting EnablePrivacyMode is a setting that can only be changed through PowerShell using the Microsoft Teams PowerShell module. When set to True, it will block outside Teams users from seeing your users’ presence. Use the following link to install this module: https://docs.microsoft.com/en-us/microsoftteams/teams-powershell-install

After connection to your Teams tenant, use the command below to disable Privacy Mode. Set-CsPrivacyConfiguration -Identity Global -EnablePrivacyMode $false