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Activate or deactivate an intent

Activate Atlassian Intelligence to use the virtual service agent

The future of the virtual service agent will rely on the power of Atlassian Intelligence to make it easier to use, more personalized, and more accurate. If you're an existing virtual service agent customer without Atlassian Intelligence, you have until 15 November 2024 to activate it. Find out how to activate Atlassian Intelligence for Jira Service Management.

Intents and standard flows are always active in your Slack test channel and in test mode.

You need to be a project admin to activate or deactivate intents in customer-facing channels. Read more about setting up your virtual service agent Slack channels, or how to test your virtual service agent.

Activate an intent for customers

To activate an intent in your customer-facing channels:

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

  2. Select Intents.

  3. Select the intent you want to activate for customers.

  4. In the top right corner, next to Intent status, select Live from the dropdown.

  5. Select Activate.

The intent will now be live in your portal, and any Slack request channels that have the virtual service agent turned on. Find out how to turn the virtual service agent on in a Slack request channel.

Deactivate an intent

To deactivate an intent:

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

  2. Select Intents.

  3. Select the intent you want to deactivate.

  4. In the top right corner, next to Intent status, select Test from the dropdown.

  5. Select Deactivate.

The intent won’t be active in any of your customer-facing channels, but stays active in the Slack test channel and in test mode. Find out how to test your virtual service agent.

 

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