channel config

troubleshooting_channel_config.md

@@ -1,28 +1,88 @@
 ## Bot Configuration Troubleshooting
 
-The first step in troubleshooting a bot is to test it in Web Chat
+The first step in troubleshooting a bot is to test it in Web Chat. This will
+allow you to determine if the problem is specific to your bot (bot doesn't
+work in any channel) or to a particular channel (bot works in some channels
+but not others).
 
 ### Test in Web Chat
 
-First, figure out if your bot has a problem, or if it is a configuration issues that only affects a particular channel. 
+In Azure Portal, click on the "Test in Web Chat" link for your bot, and type
+something in the text box:
+
+![Test In Web Chat](test-in-webchat.png)
+
+If the bot responds with the expected output, proceed to [Bot Does Not Work in
+Web Chat](#bot-does-not-work-in-web-chat). Otherwise, navigate to [The Bot
+Works in Web Chat but not in Other Channels](#the-bot-works-in-web-chat-but-not-in-other-channels).
 
 ### Bot Does Not Work in Web Chat
 
-TBD
+There could be a number of reasons why a bot doesn't work. Most likely, the
+bot application is down and cannot receive messages, or the bot receives the
+messages but fails to respond.
+
+To see if the bot is running, click on the "Overview" link, copy the Messaging
+endpoint and paste it into your browser. If the endpoint returns an error
+"This site can't be reached" or "can't reach this page", that means that your
+bot is down and you need to redeploy it.
+
+If the endpoint returns HTTP Error 405, that means the bot is reachable and the bot is able to respond to messages. You should investigate whether your bot [times out](troubleshooting_timeout.md) or [fails with an HTTP 5xx error](troubleshooting_500.md).
+
+### The Bot Works in Web Chat but not in Other Channels
+
+If the bot works as expected in Web Chat but fails in some other channel, possible reasons are:
+
+- [Channel Configuration Issues](#channel-configuration-issues)
+- [Channel-Specific Behavior](#channel-specific-behavior)
+- [Channel Outage](#channel-outage)
+
+#### Channel Configuration Issues
+
+It's possible that channel configuration parameters have been set incorrectly
+or have changed externally. For example, a bot has configured the Facebook
+channel for a particular page and the page was later deleted. The simplest
+solution is remove the channel and redo the channel configuration anew.
+
+The links below provide instructions for configuring the channel supported by
+the Bot Framework:
+
+- [Cortana](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-cortana)
+- [DirectLine](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-directline)
+- [Microsoft Teams](https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/bots/bots-overview)
+- [Skype](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-skype)
+- [Email](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-email)
+- [Kik](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-kik)
+- [Telegram](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-telegram)
+- [Facebook](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-facebook)
+- [Skype for Business](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-skypeforbusiness)
+- [Twilio](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-twilio)
+- [GroupMe](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-groupme)
+- [Slack](https://docs.microsoft.com/en-us/azure/bot-service/bot-service-channel-connect-slack)
+
+#### Channel-Specific Behavior
+
+Implementation of some features differs by channel. For example, not all
+channels support Adaptive Cards. Most channels support Buttons, but they are
+rendered in a channel-specific way. If you see differences in how some message
+types work in different channels, consult the [Channel
+Inspector](https://docs.botframework.com/en-us/channel-inspector/channels/Skype).
+
+Below are some additional links that can help with individual channels:
+
+- [Principles of Cortana Skills design](https://docs.microsoft.com/en-us/cortana/skills/design-principles)
+- [Add bots to Microsoft Teams apps](https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/bots/bots-overview)
+- [Skype for Developers](https://dev.skype.com/bots)
+- [Slack: Enabling interactions with bots](https://api.slack.com/bot-users)
+- [Facebook: Introduction to the Messenger Platform](https://developers.facebook.com/docs/messenger-platform/introduction)
 
-### The Bot Works in Web Chat but not in Other Channel
+#### Channel Outage
 
-TBD links to other channel config instructions
+Occasionally, some channels might have an interruption of service. Usually,
+such outages don't last long. However, if you suspect an outage, consult a
+channel web site or social media.
 
-Cortana
-DirectLine
-Microsoft Teams
-Skype
-Email
-Kik
-Telegram
-Facebook
-Skype for Business
-Twilio
-GroupMe
-Slack
+Another way to determine if a channel has an outage is to create a test bot
+(such as a simple Echo Bot) and add a channel. If the test bot works with some
+channels but not others, that would indicate that the problem is not in your
+production bot.