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