We just discovered this today and thought an article will help others not experience the pain.

We have integrated Virtual Agent with MS Teams, there were random times the users were not able to get to Live Chat and discovered the reason today.

We had Get help now - the word "help" was displaying the Help Card instead of following the flow of the Topic. The Topic flow for Get help now is going to Live Chat.

I went through and removed the word "help" from every single choice that was in the Topics. Now the users are able to get to live chat as long as they do not say the word "help".

If anyone has Virtual Agent integrated with MS Teams and has an issue with live chat, check to see if you have the word "help" and remove that word. Live chat from Teams mysteriously works with "help" removed.