Issue Summary

JSM virtual agent "offer option" standard flow feature automatically escalate the conversation in case there is a single occurrence of unattended bot

Steps to Reproduce

1. Integrate JSM project with Slack workspace.
2. Create Slack request channel in the connected Slack workspace.
3. Connect Confluence space with JSM project.
4. Enable virtual agent in the project.
5. Enable Atlassian Intelligence in the JSM project.

Example:

I have setup one sample Confluence article with following information about Google Workspace application :

In Slack request channel, I started my conversation like below:

After this step, bot asks following question:

Here, when we leave the conversation "unattended", as per default behaviour, the bot asks "Just checking in - do you still need help ?" after five minutes when it posted, did this resolve your issue question.

If we induce this step in the conversation, and then end user continues to the conversation in the same thread and selects "No" at any steps in the "Did this resolve your issue?", bot escalates the conversation and creates a work item rather than offering options as configured in the offer option standard flow in the virtual agent:

Expected Results

Bot should continue to offer options as selected in the offer options standard flow:

Actual Results

Bot escalates the conversation and creates a work item instead of using offer option standard to continue the conversation with the end user.

Workaround

Please avoid leaving the conversation un-attended in the thread, doing so, will prevent this issue from happening and the bot will continue to use the offer option standard flow in the conversation thread.