Set up email
Each customer experience includes a default email address for customers to contact your support team. You can change this address or add up to 10 email addresses per customer experience. Emails are sent to the project that’s linked to the customer experience and converted into work items for your team. You can change where these work items are created by changing the project on the default form. Read more about forms.
Create a new email address
To create a new email address:
In your customer experience, select Channels, then Email from the sidebar.
Select Create Atlassian email.
Follow the prompts to set up your new email address.
Once created, the new address will appear in your list of connected email accounts.
Connect an existing external email address
To use an email address you already own:
In your customer experience, select Channels, then Email from the sidebar.
Select Add external email.
Follow the instructions to connect your external email account.
Once connected, your external address will appear in your list of connected email accounts.
Email process for POP, IMAP, cloud, and other email types
Emails in Customer Service Management work similarly to how they work in Jira Service Management. Find out how we handle POP, IMAP, cloud, and other email types.
Enable AI responses for an email address
You can enable or disable the AI Agent for each email address connected to your customer experience. This lets you control which incoming email addresses trigger AI-assisted responses.
Enable or disable the AI agent for an email address
To enable or disable the AI agent for a specific email address:
In your customer experience, select Channels, then Email from the sidebar.
Toggle the AI agent on or off for the email address you want to configure.
When enabled for an address, the AI Agent will respond to work items created from emails sent to that address. When disabled, the AI Agent will not engage with those requests.
AI responses are configured per email address. Enabling the AI Agent for one address does not affect other email addresses associated with your customer experience.
How AI agent responds to email requests
Once a customer sends an email to an AI-enabled address, here's what happens:
The email is received and a work item is created in your queue. There may be a short delay before the work item appears.
The AI agent searches your configured knowledge base and generates a response.
The AI agent posts a reply on the work item, which is sent back to the customer as an email. The reply may include links to relevant knowledge base articles.
If the AI agent can't confidently answer, for example, if the request is urgent or complex, it posts an internal note instead and leaves the work item for your team to handle.
AI agent replies once per work item. Currently, the AI agent responds to the customer's initial email only. It does not reply to any follow-up emails on the same work item.
After its response:
If the AI agent replied to the customer, the work item status is set to Waiting for customer and the AI unassigns itself.
If the AI agent couldn't answer and handed off, the work item remains In progress for your team to pick up.
In both cases, the AI agent does not assign the work item to a specific team member — your team picks it up from the queue.
To learn more about the AI Agent and what it can do, see Support customers with an AI-powered customer service agent.
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