'Your virtual service agent will automatically work in the portal'

[Lee Hutchinson]

Hello, 

I have set up VA, and created my first intent and put it live. I have then submitted a question to the portal. How long does it take for VA to kick in? Should it be instantaneously? Does it take in to consideration my SLA timeframes for first response?

[Marc - Devoteam]

Hi @Lee Hutchinson 

this should kick in directly, are you sure that your question relates to the details based on when the VA should trigger?

Does your question relate to the training questions you have put in?

[Lee Hutchinson]

So we have an API set up where employees would raise a support ticket through our app. 

It then appears in the portal and we respond via the 'reply to customer' option within the ticket.

This then emails the employee who create the issue and they can reply by responding to the email. This goes back and forth till a resolution is met. 

I was hoping VA would take away the part of us having to respond. Would this assumption be correct?

[Marc - Devoteam]

Hi @Lee Hutchinson 

No, the VA works via the portal only, not via issues created via API or email request channel.

VA is designed to help uses when using the search bar on the portal to deflect issues or guide them to the correct issue type.

The VA is not an agent that will sent notifications, etc..

See documentation, https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview 

[Lee Hutchinson]

Damn, that's put a spanner in the works. 

Can the 'Chat with virtual service agent' button be embedded elsewhere (as in our app)? Or am I trying to do too much?

[Marc - Devoteam]

Hi @Lee Hutchinson 

Nope, currently this is only possible from the portal.