Atlassian Virtual Agent - Atlassian Intelligence answers issue

[Mariusz Czarniak]

Hi!

We have just started testing the Virtual Agent and while we have no problem with preparing the right intentions and creating response trees, we cannot force the agent to respond using Atlassian Intelligence. We have a linked knowledge base with the appropriate permissions and the Atlassian Intelligence function is enabled (both for the product and for the request channel). Unfortunately, despite this, at the moment when the agent cannot assign the appropriate intention, instead of using the knowledge base, he simply creates a ticket and ends the conversation.

Do you know how to solve this and make the virtual agent start using answers based on the knowledge base instead of mindlessly creatiing up tickets in the when there is no proper intention?

EDIT: Ok, I've got it - it seems that articles have to be labeled properly and then it copy-pastes the whole description to the answers. Seems legit... :)

[Brant Schroeder · Accepted solution]

@Mariusz Czarniak Welcome to the Atlassian community

You have to properly label the articles.  It will then be able to use them to answer questions.  

[Brant Schroeder]

@Mariusz Czarniak can you accept this answer to help others?