Issue Summary

When Virtual Agent provides intents to users, the messages are currently public for other users within the channel to view.

Expected Results

The intents provided by Virtual Agent will be private to only the requester within the thread, or directly turn the message into a DM.

Actual Results

Virtual Agent messages are public and can be viewed by other users.

Why is this important? 

Customers may run into scenarios that involve sensitive or personal information. These messages will need to remain between the Virtual Agent and requester in order to keep their personal information private.

Workaround

• Enable Private chat requests from Project -> Chat
  • This will make it so that when a request is created, the request information is private and does not sync to the thread. 
  • Al conversations before the case is created will be able to be observed. 
• Use the customer portal to interact with the Virtual Agent. 
  • Only the customers and the Virtual agent can see the conversation.