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Suggestion
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Resolution: Unresolved
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None
The docs related to the Virtual Agent here:
state the following:
- Customers enter their question or search term into your help center’s search bar.
- Depending on how the virtual service agent is configured, their query is matched to an intent, or answered using Atlassian Intelligence answers.
- If an intent is matched, the virtual service agent walks that customer through the intent's conversation flow. If required by the conversation flow, an issue is automatically created for a human agent to resolve. If not, the virtual service agent asks whether or not the customer’s problem is resolved.
- If an Atlassian Intelligence answer is provided, the customer is asked if the answer resolved their problem.
- If the customer indicates that they still need help, the virtual service agent asks them to rephrase their question, or offers to create an issue for a human agent to resolve.
Notice that in order for the virtual agent to state an answer the customers need to enter their search in the search bar an more importantly hit enter (or return in a Mac) or click on the specific Virtual Agent that shows up under the "Chat with a team's virtual service agent" option under the search bar.
I believe that the documentation could be rephrased to clearly explain that the results from the Virtual Agent are not expected to be shown immediately under the search bar in the Help Center and that the user needs to either hit enter or click on the specific Virtual Agent that shows up under the "Chat with a team's virtual service agent" option under the search bar for the actual results to be displayed in the specific Virtual Agent window.
Other than that it'd be great if the results from the Virtual Agent already show up under the search bar, as e.g. Knowledge Base articles, Request Types, etc. are displayed.