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  1. Jira Service Management Cloud
  2. JSDCLOUD-15878

Agent should be able to take over the control of conversation in virtual service agent in Jira service management

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • Virtual Agent
    • None

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      Issue Summary

      It should be possible for the Agent to participate in the conversation between the customer and the Assist bot when required. From that point onwards, there should be control over where the Agent takes over the conversation and assists the customer further. Currently, it's by design that virtual service agent is aimed at either resolving or escalating to reduce the agent's involvement.

      Expected Results

      It should be possible Agent take over the control of conversation between Assist bot vs the customer whenever required.

      Actual Results

      It's by design that VSA is aimed to either resolve or escalate to reduce agent's involvement. 

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

          Form Name

            [JSDCLOUD-15878] Agent should be able to take over the control of conversation in virtual service agent in Jira service management

            Dan Horsfall added a comment -

            Eloquently put - this is exactly what we are looking for as well, and currently Atlassian support are suggesting that maybe we try not using assist. 

            Dan Horsfall added a comment - Eloquently put - this is exactly what we are looking for as well, and currently Atlassian support are suggesting that maybe we try not using assist. 

              Unassigned Unassigned
              f973680a41c6 Kalpa Pushpakumara
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                Created:
                Updated: