About standard flows

While intent conversation flows are used for specific customer questions or problems, standard flows are shorter conversation flows that perform basic, repetitive tasks — like greeting the customer, creating issues, or asking for clarification if something’s unclear.

Some standard flows have editable messages. Find out how to edit standard flows.

Greet

This optional standard flow posts a short greeting in response to a customer’s first message. It’s designed to let the customer know that they’re being helped by a virtual service agent.

While the virtual service agent greets the customer, it also analyzes the customer’s first message to see if it matches any intents — so it sends a second message immediately based on the results of the match intent flow.

Match intent

This standard flow is triggered the moment a customer posts their first message and is designed to get them into the correct intent’s conversation flow as quickly as possible. Read more about intents.

The virtual service agent responds to your customer immediately after the greeting message based on how well the customer’s message matches one (or more) intents.

If the virtual service agent detects one intent with high confidence, it asks the customer to confirm that the detected intent is correct using the intent’s confirmation question (for example, “It sounds like you need help resetting your password. Is this correct?”), and offer Yes and No choices.

• If the customer selects Yes, they start that intent’s conversation flow.

• If the customer selects No, the virtual service agent asks them to rephrase their question.

If the virtual service agent detects one or more intents with medium confidence, the behavior changes depending on whether or not Atlassian Intelligence answers is activated. Learn more about Atlassian Intelligence answers.

• If Atlassian Intelligence answers is active, the virtual service agent tries to answer the question using information from the linked knowledge base.

• If Atlassian Intelligence answers is not active (or if no related information is found in the knowledge base), the virtual service agent presents multiple possible intents as choices using intent display names, plus an additional choice to speak with a human (create an issue in Jira Service Management).

• If the customer selects an intent's display name, the virtual service agent starts that intent's conversation flow.

• If the customer selects the option to speak with a human, the virtual service agent starts the escalate standard flow.

If the virtual service agent detects no intents (or detects any intents with low confidence), the customer is asked to rephrase their message twice. If the virtual service agent still detects no intents, then it starts the escalate standard flow.

Find out how to edit an intent’s confirmation question or display name.

Resolve with CSAT

This standard flow is used to end a conversation when a customer indicates that their question, problem, or request has been resolved by the virtual service agent.

When the customer confirms that their request has been resolved, the virtual service agent asks for a customer satisfaction (CSAT) score out of five. To see CSAT scores, go to Intents.

CSAT ratings are useful for understanding which intents are performing well and which ones have room for improvement.

Auto-close

This standard flow is triggered when there has been no activity in the conversation for five minutes. It’s designed to make sure that the customer has gotten the help they need — and if they have, that the conversation is recorded as resolved.

If the customer starts a conversation with the virtual service agent and then stops responding for five minutes, the virtual service agent asks if they still need help (for example, “Just checking in — do you still need help?”), and offer Yes and No choices.

If the customer selects Yes, the virtual service agent continues with the conversation.

If the customer selects No, or doesn’t respond for another 24 hours:

• if any intents were matched or any Atlassian Intelligence answers were provided earlier in the conversation, the conversation is recorded as resolved.

• if no intents were matched and no Atlassian Intelligence answers were provided earlier in the conversation, the conversation is recorded as closed.

Escalate

This standard flow lets the customer know that a request has been raised on their behalf and automatically creates an issue in Jira Service Management for one of your agents to work on.

The issue created uses the virtual service agent default request type, unless it's overridden during the conversation flow using a change request type and fields step. Read more about the virtual service agent default request type.