Your first stop for learning how to get started with Jira Service Management.
In the , uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions in Slack — without needing to create an . Read more about intents, or about using Atlassian Intelligence.
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
To use in your customer-facing , you need to activate it for the , and then for each you want it to work in. Read more about your virtual agent channels.
How it works
When a customer sends a message, the will first try to match it to an . If no s match, it’ll try to answer the question using . Read more about the match intent standard flow.
Activate or deactivate Atlassian Intelligence answers
You need to be a project admin to activate or deactivate .
Before you begin, make sure:
Activate or deactivate Atlassian Intelligence answers in the virtual agent
Select , and then if not already selected.
To activate , turn the toggle on next to , and then select Activate.
will start working immediately in your , but not in any of your .
To deactivate , turn the toggle off next to , and then select Deactivate.
will stop working immediately in all of your channels, including your .
Turn Atlassian Intelligence answers on or off in a request channel
Select , and then .
To turn on , turn the toggle on under next to the you want to activate it for, and then select Activate.
To turn off , turn the toggle off under next to the you want to deactivate it for, and then select Deactivate.