Operators in Koji
- Danil Chernovalov (Unlicensed)
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:
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 talking to the bot.
Creating tickets from a conversation
Operators can create tickets from a conversation using the #create_ticket chat command. To learn more about it, view this help page.
Transferring a conversation to another agent
When an agent is having a conversation with a customer, but does not have the answer, he can transfer this conversation to another agent. The customer continues to discuss an issue with another agent, while the first agent can start a new conversation with another user. To do so, use the following commands:
list_operators: to view the list of available operators (the ones who are on duty).forward_operator: to forward the current user session to another operator.