uWebChat FAQ & troubleshooting

Here you will find answers to frequently asked questions and solutions for common issues with uWebChat.

Frequently asked questions

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 (support@universal.cloud).

None of the uWebChat commands seem to work. Not even "Help". I'm stuck in a dialog. You might still have an active dialog open. Type "Stop", "Cancel", "Quit" or "Close" to exit the current dialog. After that, use "Help" to see available commands.

I cannot create more groups. This is a subscription limitation. Please refer to the uWebChat editions for your limits.

I do not remember the command for... Type Help in uWebChat to find a list of available commands.

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

I have lost my license 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 accidentally ordered different licenses, please cancel the unwanted order and create a new one.

Exit current dialog or Rich Card

If you are stuck in a dialog or Rich Card, you can always type Stop, Cancel, Quit or Close to return to a neutral state. After that, type Help to see available options.

Removing Graph API permissions

When agents use the Save to OneDrive or Meet Now functionality, they need to authorize the Graph API. If these features are not working correctly or you wish to remove permissions, use the Logout command to log out of the Graph API.

Agent hunting issues

Possible reasons why agents are not being hunted properly:

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

Agent(s) not in group Verify that all agents are assigned to the correct group via Help > Manage Group Members.

Agent presence set incorrectly Agents will only be hunted on Available or Busy presence in Teams. Away agents will not be hunted (unless Hunt When Away is enabled).

Agent(s) being hunted too quickly/slowly Change your hunting time-out via 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 opening hours.

Presence not visible to external Teams users Check the following:

1. In the Teams Admin Center, External access to other Microsoft 365 Teams users must be Enabled. If using domain whitelisting, add domain uWebChat.com.

2. Microsoft 365 tenant and users co-existence mode must be set to Teams Only. Find this in Teams Admin Center > Org-wide settings > Teams upgrade.

3. The setting EnablePrivacyMode must be set to False. This can only be changed through PowerShell with the Microsoft Teams PowerShell module. Use the command: Set-CsPrivacyConfiguration -Identity Global -EnablePrivacyMode $false