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Jira Virtual Agent - Can't turn off certain features

Seb Dodds-Painter
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February 15, 2024

Been working with Jira's Virtual Agent, deploying through Slack as a knowledge base for staff to ask FAQs and get answers either via Intents or the linked Confluence Knowledge base

It works great but has a major issue - after a user has their question answered, the Virtual Agent will send them multiple messages over the next 2-3 hours, asking if the issue has been resolved, if the user still needs help, requesting feedback, etc.

We're finding the follow-up messages really disruptive, but there's no setting for turning them off as far as we can tell. This includes making changes to the Virtual Agent's settings and editing its Standard Flows.

Does anyone know of a way to switch the follow-up messages off?

Cheers!

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