What is error message "Not a valid chat thread" and what should I do?
When you see the error message "Not a valid chat thread", which usually means that certain user has more than one opened live chat tickets.
Multiple live chat tickets is usually caused by multiple live chat request by the same user at the same time, or other chatbot logic issues.
To identify the correct chat thread, search the member ID of that user on Teams search bar.
Identify the ticketing channel, and find the thread with the latest time.
This is the ticket you need to reply on. Any agent message on the wrong thread will trigger the error message "Not a valid chat thread".
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