Problem Description

At the moment, some of the help-seeker facing messages in Standard Flows can be updated to your own requirements. The structure and other configurations however is not. It is possible to make the "Greeting flow" optional by leaving the message empty. We have few features in the pipeline, that'll allow further customisations. The closest one is - 

https://jira.atlassian.com/browse/JSDCLOUD-13039 

Suggested Resolution

None

Why this is important?

Few customers have expressed a desire to conduct tests on the conditions where "confidence is medium" or "confidence is low", leading to immediate escalation to a ticket. The reason behind this request is that in situations where the confidence is low or medium, they believe their current knowledge base is not robust enough to provide a satisfactory user experience. 

They have noticed that the suggestions provided under these conditions often lack relevance, which hinders their ability to implement the virtual agent in a live, production environment. However, the customer also noted that when the confidence level is high, the virtual agent performs excellently. 

Workaround:
There is no workaround available at the moment.