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title: Channel Resolver Troubleshooting Guide
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### My Moveworks AI Assistant is not reacting to any of the channel messages?

Confirm that the bot is properly added to the `slack` channel. This must be completed by the owner or admin of the slack channel. Refer the [configuration](/docs/moveworks-setup-channel-resolver#prerequisites) guide for details.

### **Ticket syncing is not working for some tickets?**

Check if the ticket was created via direct message. _Ticket syncing only works for the tickets that are created in the channel(manual or automatic). If a users has filed a ticket through smart handoff in the direct message we don't support ticket syncing on those tickets._

### Specific users are not getting any response from the bot in channel?

By default channel resolver does not respond to users who are tagged as `IT_AGENT` . If you are not seeing responses from the bot for specific users, verify that they are not tagged as `IT_AGENT` in the user roster. _How to find if the user is marked as`IT_AGENT` ?_

1. Navigate to Core Platform > User Identity > Imported Users
2. Search for your user under **Find Users**

![](https://files.readme.io/e54e3262758a2bc5a37ee3e276aa1efd21d7a562e1304c0e81f2d1feea29153d-image.png)

3. Select the user
4. Scroll down to User preferences, here you can see the** User tags** associated with the user.

![](https://files.readme.io/62fd9bb988b0792b8e5138b45df03257d3981294a6ddf7449a71ae99f2d67792-image.png)

<br />

### My Moveworks AI Assistant is failing to suggest specific skills via Channel resolver?

Check if specific features are disabled in the Channel configuration in Moveworks Setup

* Go to **MW Setup**
* Navigate to **Channel Resolver > Channel Settings**
* Look for Disabled skills

![](https://files.readme.io/1120f3fc666dd8684626c69754e796210060aaa91fcab7c9f51d32dda04a30f1-image_30.png)