Substitutions

JIRA tenant - koji-sertification.atlassian.net

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Conversation scenarios: direct input

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Hello

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Search.

3. Enable the Search the local FAQ parameter:

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• You have passed the authentication for the first time with the bot.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type hello .

Expected result

The bot will greet you and provide the most common options you can use.

Help

Prerequisites

• You have passed the authentication for the first time with the bot.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type help.

Expected result

The bot will display a list of options that that you can use.

Search in the internal knowledge base

Prerequisites

• Same as for the appropriate scenario with interactions.

Steps

1. As a user, go to the chat.

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3. Type Koji sample article.

Expected result

The bot shows you the FAQ article with the title “Koji sample article”.

Google support

Prerequisites

• Same as for the appropriate scenario with interactions.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type How can I create Gmail account?.

Expected result

The bot shows you the article from Google Help center with the title “Create a Gmail account - Gmail Help”.

Request management — menu

Prerequisites

• Same as for the appropriate scenario with interactions.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type list tickets.

Expected result

The bot shows you the request management menu. It should include the following:

• Project ID: it must match the project you’ve selected before

• Filter by Status (Open by default)

• Current request type (All by default)

• List of requests (empty for the new customer)

• Button Create new

• Switcher Quick status preview/List mode

• Button Done

Request management — create new request

Prerequisites

• Same as for interaction

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type create ticket .

4. Select a ticket type from the list and respond to all bot’s questions.

Expected result

The bot displays a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal.

Stop

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. At any time of conversation type stop or exit.

Expected result

The bot will send the message that conversation is finished and provide options in order to start a new one.

Conversation scenarios: chat commands

#help

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type #help.

Expected result

The bot responds with instructions and tips of what you can do with the bot.

#exit

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. At any time of conversation type #exit.

Expected result

The bot will send the message that conversation is finished and provide options in order to start a new one.

Live agent support

No operators available

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type talk to operator.

Expected result

The bot replies that no operators are available and that you can create a request.

Transfer to an agent

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Live agent.

3. Enable the Enable the live chat so your customers can interact with live agents. parameter:

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4. In Koji backoffice, go to Configuration > Tenants > Tenant role setup.

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type talk to operator.

4. .

Expected result

The bot will transfer you to an agent.