The inflexibility of the current standard flows for Virtual Agent is a major roadblock to our team's ability to deploy this feature company-wide. We envision integrating it into our existing help channel, but the Agent's current behavior is disruptive - it chimes in on every single message, and even after multiple human responses, it insists on generating unnecessary tickets. This is simply unacceptable!
Expecting an established company with hundreds or thousands of users to abandon their familiar help-seeking patterns and switch to a new channel for a bot is unrealistic. We want the bot to support our team, not replace it. It should handle common issues, direct users based on confident intent matches, or assist when explicitly mentioned. If it's unsure, it should stay silent and let the professionals take over.
The flow that escalates from confusion to ticket creation is infuriating and needs to be removed immediately. The same goes for the passive-aggressive "helpfulness" check after the user has clearly disengaged.
We need granular control over standard flows to tailor the bot's behavior and ensure it works in harmony with our team. Some flows should be entirely disabled. The greeting is the least of our concerns, yet it's the only one we have control over - this is simply not good enough.
