Testing virtual agent in widget is not working as expected

[Jenifer Kuntz]

I have set up the Virtual service agent and I have AI Answers enabled.  I am testing and when I go to the portal and type my keyword it shows the knowledge base article.

My problem is when I create the Widget to embed on a web site and test it (using this article and also within the Widget screen) I use the same key word and it goes straight to asking for my email and creates the ticket, I do not get the link to the article..

Thanks

Jenifer

[Mikael Sandberg]

What you see is expected, the Virtual Agent does not currently work with widgets. It is only available for Slack/Team and the Portal.

[Jenifer Kuntz]

The virtual agent is working within the widget with the Intents. For example we have a intent for Password resets and if I type the keyword it will go through what I have set up in the intent. But if I turn on Atlassian Intelligence answers it does not go through the Intent or recommend an article in the linked knowledge base, it just goes straight to creating a ticket.