Activate or deactivate AI answers in the virtual service agent

In the virtual service agent, Atlassian Intelligence answers uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions — without needing to create an intent. Read more about intents, or about using Atlassian Intelligence.

Atlassian Intelligence answers is ideal for customer questions that:

• can be resolved by providing information or instructions

• are covered in (or can be added to) your existing knowledge base articles

• don’t usually need to be escalated to one of your agents

How it works

If Atlassian Intelligence answers is active when your customer sends their first message, the virtual service agent will first try to match an intent. If no intents match with high confidence, it’ll try to answer the question using Atlassian Intelligence answers. Read more about the match intent standard flow.

Test Atlassian Intelligence answers before activating it for customers

If you have a knowledge base linked to your project, you can try using Atlassian Intelligence answers without activating it for customers. Find out how to link a knowledge base space to your project, or how to test Atlassian Intelligence answers.

Activate or deactivate Atlassian Intelligence answers

You need to be a project admin to activate or deactivate Atlassian Intelligence answers.

Before you begin, make sure:

• you have a knowledge base space linked to your project

• your linked knowledge base space is set to All logged-in users under Who can view

• your organization admin has turned on Atlassian Intelligence

Activate or deactivate Atlassian Intelligence answers in the virtual service agent

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

2. Select Settings, and then Basic settings if not already selected.

3. To activate Atlassian Intelligence answers, turn the toggle on next to Atlassian Intelligence answers, and then select Activate.

   • Atlassian Intelligence answers will start working immediately in all of your connected channels.

4. To deactivate Atlassian Intelligence answers, turn the toggle off next to Atlassian Intelligence answers, and then select Deactivate.

   • Atlassian Intelligence answers will stop working immediately in all of your channels.

Activate or deactivate Atlassian Intelligence answers in the help center

Read more about using Atlassian Intelligence answers in your help center.