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  1. Jira Service Management Cloud
  2. JSDCLOUD-15995

The virtual service agent auto-close reminder creates a request if you select Yes instead of continuing the intent flow

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
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      Issue Summary

      When a match with an Intent occurs but the customer doesn't reply to whether the match is correct, the bot sends a reminder after five minutes: " Just checking in—do you still need help?"

      If the answer is Yes, it should continue as per the intent flow. However, it is Escalating and creating a new request instead.

      Steps to Reproduce

      1. Match to an intent
      2. Wait for five minutes until the bot sends a reminder "Just checking in – do you still need help?"
      3. Select Yes

      Expected Results

      The conversation continues, as per the Intent as mentioned in this document:

      If the customer selects Yes, the virtual service agent continues with the conversation.

      Actual Results

      It is Escalated, and a ticket is created.

      Workaround

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

            [JSDCLOUD-15995] The virtual service agent auto-close reminder creates a request if you select Yes instead of continuing the intent flow

            Pablo Motto added a comment -

            Hi! The error persists, do you have an ETA to review it?

            Pablo Motto added a comment - Hi! The error persists, do you have an ETA to review it?

              Unassigned Unassigned
              071c9571cc6b Lucas Silva
              Affected customers:
              0 This affects my team
              Watchers:
              1 Start watching this issue

                Created:
                Updated: