Jira Service Management Virtual Service Agent displays message when attachment is sent without text
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
When a customer sends a message in the request channel configured in your Virtual Service Agent settings, and this message contains only a file attachment but no text (alphanumeric input), Assist throws the message:
"[On behalf of @Assist] I can’t read attachments just yet, so please raise a request. A human agent will help with that as soon as they’re available :pray:"
This happens when:
- The message sent has only attachments
- The message sent has only attachments and then the user edits it and includes text
This doesn't happen when:
- The message sent has attachments and text.
Cause
As mentioned in Create, edit, or delete an intent, intents can only identify keywords in order to provide help to users:
Each intent represents a specific problem, question, or request that your virtual agent can help resolve for your customers.
When the virtual agent detects an intent in a customer’s message, it asks them to confirm that the intent detected is correct. Once confirmed, the virtual agent starts the conversation flow for that intent.
As there's no solution or workaround available for this behavior, it's important to know and instruct users to add text messages with the attachments so intents to work correctly.
Since this is expected, we have a Feature Request suggesting the improvement of this ability:
JSDCLOUD-13300 - Getting issue details... STATUS
For the complete details about the Virtual Service Agent functionality, please refer to our official documentation: