End a conversation flow branch

When the virtual service agent recognizes an intent in a customer’s message, it asks them to confirm that the intent is the correct one and then starts the conversation flow for that intent. Read more about intents, or about building conversation flows.

Flows can split off into multiple branches depending on how the customer responds to the virtual service agent. Each branch can serve a different purpose or move the customer to a specific resolution.

Every conversation flow branch needs to end in one of two ways:

• by starting the escalate standard flow, which creates an issue in Jira Service Management for a human agent to work on

• by starting the resolve with CSAT standard flow, which marks the conversation as resolved and asks the customer for a satisfaction rating

Read more about standard flows.

You need to be a project admin to end a conversation branch.

Choose how to end a new conversation flow branch

1. If you’re not already in your desired intent:

   1. From your service project, select Project settings, then Channels & self service, then Virtual service agent.

   2. Select Intents, then select your desired intent.

2. Select Flow.

3. Navigate to the end of a flow branch.

4. Select End branch.

5. In the panel that appears on the right, under Select a way to end this branch, choose how you want this branch to end.

6. Repeat for each branch in the flow.

7. Select Save changes.

Edit the way a conversation flow branch ends

1. From your service project, select Project settings, then Channels & self service, then Virtual service agent.

2. Select Intents, then select your desired intent.

3. Select Flow.

4. Navigate to the end of a flow branch.

5. Select the step at the very bottom of the branch.

6. In the panel that appears on the right, under Select a way to end this branch, choose how you want this branch to end.

7. Repeat for each branch you want to change.

8. Select Save changes.