Can i disable "Escalate workflow" for Virtual assist configuration?

[Ivelina Bakova]

I have connected VA with a Slack channel, through HALP integration, but my stakeholders want VA to only provide simple redirection instruction, and then close the thread. However, when intents are not recognising key words, they offer "Raise a request" option, which my client wants to remove. 

Can this be done? I tried to switch off VA ticket creation to Manual, but it doesn't trigger responses at all. 

Thanks!

[Marc - Devoteam · Accepted solution]

hi @Ivelina Bakova 

No this is not an option.

The VA is there to lead customers to a solution if the VA can't provide this the provides option is to open a request.

This is how the function is designed.

The only option you can do is to set Resolve as the final option on both ends.

[Ivelina Bakova]

hey thanks, I suspected so :) It's logical, otherwise we can use auto-message by a bot.