Virtual Service Agent

[Leo]

Hi!
We started playing with the Virtual Agent in our project through Slack but we saw that right now it's only limited to one Customer Request Type, I was wondering if in the near future it will allow more of those request types as in our team we have specified those requests. Also I was wondering if there's a course on how to configure this completely as we're still playing with it.

[Manoj Gangwar]

Hi @Leo 

Virtual agents are working based on the Slack channel that you connect to your service management project. There two types of channels:

• Request channel - this channel can be included for both your customers and your agents
• Agents channel - this channel is only specified to be used only by the agents

Please find the below document.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-virtual-agent-channels/

You can also use it in the portal: https://support.atlassian.com/jira-service-management-cloud/docs/use-the-virtual-agent-in-your-portal/

[Leo]

Hi @Manoj Gangwar
Thank you for your message, I read it through but I thin it's better for me to explain it better. So when you configure the Virtual Agent, it gives you the default request option which can only be one, so instead of having a default option, is it possible to add more of these customer request types so are shown in Slack as in the image?

[Manoj Gangwar]

@Leo Could you please share the screenshot of the Slack Integration? Have you selected all issue types? 

[Leo]

Hi again @Manoj Gangwar
It's already selected, although this integration is set more for notifications in an specific Slack channel. Also the Type is for Issue Types and not Request Types which is what we want to show users.