Set up your virtual service agent
The virtual service agent isn’t available in the Atlassian Government environment.
Jira Service Management’s virtual service agent can help resolve common problems, answer frequently asked questions, and help to triage requests – potentially saving your agents hours of work. Read more about how the virtual service agent works.
Set up your virtual service agent
To use the virtual service agent:
You need to be a Jira Service Management customer on a Premium or Enterprise plan.
Your organization admin needs to activate Atlassian Intelligence.
You need to be a project admin.
To get your virtual service agent up and running:
Next to your project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Virtual service agent.
If you’ve got an active knowledge base, see how the virtual service agent works by selecting Test it out.
If you’re happy with how the virtual service agent performs, follow the prompts to activate it for customers.
If you don’t have an active knowledge base, start by creating an intent or by activating Atlassian Intelligence answers (AI answers). Read more about how the virtual service agent works.
To create intents with conversation flows that you design, select Create an intent. Read more about intents.
To use your knowledge base to answer customer questions, select Turn on AI answers. Read more about Atlassian Intelligence answers.
When at least one intent is set to Active or you’ve activated AI answers, the virtual service agent will automatically be live in your portal and in Microsoft Teams (if it’s connected). You can add the virtual service agent to other channels as desired. Find out how to manage the virtual agent in your customer channels.
Manage your virtual service agent
Once your virtual agent is active, you can manage it in Studio. Read more about Studio.
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