PowerPoint add-in isn't working during a live session on Teams

I’ve been using StreamAlive for a week and am still learning the ropes. However, the biggest issue is that we bought the tool for a training session with a large audience—around 200 users on Teams—using the PowerPoint add-in, and it isn't picking up anything. Even though people are commenting and the bot joins the Teams session normally, nothing else happens: it doesn't display questions in the chat, doesn't read comments, and doesn't save the questions asked during the session. Yet, this doesn't happen with small groups of 3 to 5 attendees. How can we fix this?