Once you have installed Koji, you might want to change the settings that define its behavior. To do so, go to Koji settings while in the back office.
Before you start modifying and using Koji, you must read and accept the End User License Agreement. Click the link to view the document. If you agree with the terms, click the button to accept them. Once it is done, you can refresh the page and start configuring your Koji.
There are project and global settings that you can modify.
Project settings are applied only to the current project.
Global settings are applied to all projects in your Jira Service Management.
After accessing the settings for the first time, you will need to provide the contact email that is currently associated with your project by clicking the Enter contact email address button. This email is used only if we need to send you important information or contact you.
If your email is already provided, you can edit it by clicking the same button.
By default, the chat is disabled. Once you have configured your Koji and tested its performance, you can enable the chat on your portal, so it becomes available for users.
Enable Display Koji in the portal, so users can interact with the chatbot:
Display result:
If you want to hide Koji in the portal, click Disable for Display Koji in the portal:
You can select whether to display the app button below or above the ticket options on the portal. Placing this button above enhances its visibility to users.
This setting is available only for the Cloud version. |
To display the app button above the ticket options, click Enable.
To change this setting and display the button below the ticket options, click Disable.
For Koji to answer users' queries based on the knowledge related to your project, you will need to select one of your available data sources.
Note that you cannot select multiple data sources for the same project.
Please note that while the content is indexed automatically right after the creation of your data source, you have to re-index it manually to get changes (new pages, page edits, page deletion, etc.).
To do so, got to Content > Data sources > Overview, and click on the Reindex button next to the data source you want to re-index.
You can customize the first introductory message sent by Koji when a user opens the chat by going to the Welcome section. Feel free to modify it, as you can always restore the default welcome message.
To modify the message, click the Edit button and add your message.
For more details, please read the Welcome message page. |
By default, your virtual assistant is called Koji, but you can change its name. To modify the name, go to the Bot name section and click the Edit button.
The name must contain only text characters without any HTML formatting.
We recommend using a relatively short name, so it can fit the chat area.
Feel free to change the name - you can restore the default name at any moment by clicking the provided button.
By default, the Koji icon is used as the avatar, but you can change it.
To customize your bot's avatar:
Go to Content > File manager.
Click Upload in the upper left of the window.
Click Select files.
Select a PNG image called kbot_avatar.png and click Open. We recommend using a square image with a size of at least 64 pixels.
Finally, click Upload.
Once you have uploaded the image, it is automatically set as a new avatar. Note that the new avatar is displayed in your bot's new answers, while older replies will not be updated.
You can change the way your virtual assistant addresses anonymous users by going to the Anonymous access section and clicking Edit.
By default, Koji calls these users "dear colleague" or "human". You can set it to "customer", "colleague", or anything that fits your brand.
Also, Koji is configured to speak with anonymous users in a given language. You can change it as well by clicking the corresponding language.
Koji can interact with requests in several ways:
List the most recent requests of the user
Get information about a request by using its key
Add a comment to a request
Create a request using slot-filling or provide a link to a request form
You can customize Koji by enabling the following features.
This option adds a private comment to any ticket created by Koji that includes the transcript of the chat between the user and the bot, as well as the communication channel used.
If enabled, the ticket types and fields will be automatically translated into the language of the user.
If enabled, mandatory ticket fields are automatically retrieved during the conversation, and the ticket is created by the chatbot.
If disabled, a user receives a link to the JSM form to create a ticket of the selected type.
Please note that if the request type selected by the user is linked to a separate form, the slot filling won't be possible, and Koji will provide a link to the page to create the ticket in the portal. |
Koji can search in knowledge sources to base its answers on. You can decide to enable two types of knowledge sources:
Confluence search: If enabled, Koji will search in the Confluence data source associated with the current Service Desk. In this case, you must select the data source to use in the Data source selection section of the Koji settings page.
Web search: If enabled, Koji will search the web to get up-to-date information for any request.
You can deploy Koji as a widget in your Refined portal.
Create a widget by going to Configuration > Widgets. You must select "Refined portal" in the Application field.
Go to Configuration > Tenants > Deploy a Refined portal widget to get the code to include in your Refined portal
Copy and paste the code in your Refined admin console.
You can find more details on this procedure by reading the Refined sites widget page. |
Once the widget is deployed, go back to Koji settings and add the URL of the Refined site (e.g., https://koji.refined.site) by clicking the Edit button.
This step is necessary as we need the URL to be able to give accurate request URLs to your user.
You can now go to your Refined site and test the widget.