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About standard flows

The virtual agent for Jira Service Management is in a closed beta.

If you’re on a Premium or Enterprise plan and want to try the virtual agent, join the waitlist.

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. Learn how to edit standard flows.

Greet

This 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 agent.

While the virtual 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.

The virtual 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 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 agent asks them to rephrase their question.

If the virtual agent detects one or more intents with medium confidence, it presents multiple possible intents as choices using intent display names, plus an additional choice to escalate to a human agent.

  • If the customer selects an intent’s display name, they start that intent’s conversation flow.

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

If the virtual agent detects no intents (or detects any intents with low confidence), it asks the customer to rephrase their message.

  • If the customer is asked to rephrase their message twice, and the virtual agent still detects no intents, then the virtual agent starts the escalate standard flow instead of asking the customer to rephrase their message a third time.

Learn 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 agent.

When the customer confirms that their request has been resolved, the virtual 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 the customer is matched with an intent, but there's 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 marked as resolved.

If the customer starts an intent conversation flow and then stops responding for five minutes, the virtual 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 agent continues with the conversation.

  • If the customer selects No, the virtual agent starts the resolve with CSAT standard flow.

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 agent default request type, unless it's overridden during the conversation flow using a change request type and fields step. Learn more about the virtual agent default request type.

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