The question:
I suspect I know the answer to this after googling and searching the KB, but does anyone know if it's possible to configure the JSM Virtual Agent so that it will only respond to messages/requests if the request matches one of our configured intents? If it's not matching an intent I just want to have the agent create a ticket immediately without requiring any input from the user.
Background:
Previously we used Halp's similar "Answers" feature fairly successfully - it suggested answers based on keywords, and worst case if the user didn't respond to any of the suggested answers, it would gracefully fail and create a ticket after a few minutes. After migrating from Halp, our configuration is set so that as soon as someone posts a message in the request channel a ticket is created automatically.
In contrast to Halp Answers it appears that the Virtual Agent requires users to respond whether a suggested answer (either from intents or a KB) solved their problem or not in order to create a ticket at all. We receive a lot of one-off tickets which won't be able to be automated and I don't want to force users to interact with the Virtual Agent at all if it's not going to be productive.
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