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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.

Accepted answers

Harrison Ponce

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:

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.

All comments

Harrison Ponce

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.

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