Issue Summary

The Use the virtual service agent in Microsoft Teams requires help-seekers to DM the VSA for assistance. Doing so works as expected and the LIVE intents are followed.

However, if we @Mention the Assist bot on the configured request channel, it will still try to reach back to the user with the configured greeting message, but no intents will work:

Filling the REPLY box with any information and Sending result on no responses

Steps to Reproduce

1. Connect JSM CHAT to MS Teams
2. Setup Triage and Request Channel
3. Enable Virtual Service Agent on Request Channel
4. Ensure at least one intent is set as LIVE
5. Confirm intent is working by DMing the bot on MS Teams using an account that has JSM Project Customer role
6. Then, with the same account @Mention Assist bot on the request channel
7. The bot will respond with a DM to the user and result on the issue

Expected Results

The bot follows the LIVE intents OR a warning is presented to the user that the conversation should be started directly by DMs and not @Mention at request channel.

Actual Results

Configured VSA greeting message is presented and no other actions are possible, user responses are not processed.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available