If Koji is unable to help a user in a particular case, the user can ask to speak to an operator to find a solution. Operators, or live agents, use Slack or Microsoft Teams to ensure that users find the way out of a tricky situation.

Prerequisites

Operators can use two external channels: Slack or Microsoft Teams. To learn how to install Koji there, see the following pages:

• Installing Koji in Microsoft Teams

• Installing Koji in Slack

Setting an operator account

To let someone act as an operator, a Jira Admin must perform the following:

1. In your Jira Service project, open Koji backoffice.

2. Go to Koji settings.

3. Enable the Live Agent Support.

4. Go to Configuration > Tenants > Tenant role setup.

5. To grant the Live agent role to a user, click the Set button.

Starting the shift

To be able to receive user’s requests, an operator must specify that they are available. To do so:

1. Go to chat (Slack or Microsoft Teams) and type #on.

Now an operator is on duty and ready to speak to users.

Finishing the shift

When an operator is about to leave, they must specify that they are unavailable. To do so:

1. Go to chat (Slack or Microsoft Teams) and type #off.

Stopping a conversation

To stop a particular conversation with a user, type stop or #exit. A user receives a notification that the conversation has been closed and they can continue taking to the bot.