How to see conversations in Virtual Service Agent

[Dena Campasano]

How can we see the conversations that our users are having with the Virtual Service Agent?  In Settings > Conversations, the link column is always blank and I can't see the conversations so that I can improve the intents and workflows.

I'm not sure if I'm missing a setting somewhere but I cannot find where to get this information.

Without this, I probably won't continue to use the Virtual Service Agent or build out more intents.

[Harrison Ponce · Accepted solution]

Hi @Dena Campasano , unfortunately it seems that this is a known limitation and only is showing Slack conversations. The following suggestion points this out, and I would recommend giving it a vote, watch, and comment:

• JSDCLOUD-15351: Need portal conversation link in virtual agent
• Other related suggestions/bugs

We also started using VSA and conversations but ran into this and other issues, so we're not as enthusiastic about using it anymore until it has some updates.

[Dena Campasano]

Thank you!  That's a shame, we won't continue to use it then.

[Chris Green]

@Dena Campasano - I've been tracking these for a while and it's unfortunate that Atlassian hasn't done anything yet. What is the point of trying to optimize a virtual service agent if we can't even see the full conversations that our users are having?!?

[Dena Campasano]

@Chris Green totally agree.  We take our support very seriously and strive to be the best.  I consider the Virtual Agent to be a rogue agent if it's off on its own where I can't actually monitor it appropriately.  Imagine hiring a support agent but you can't see anything they're saying to customers!  A huge miss here from Atlassian.