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Activate or deactivate AI answers in the virtual agent

The virtual agent is now available for all Jira Service Management customers on Premium and Enterprise plans. Read more about plans and pricing.

In the virtual agent, Atlassian Intelligence answers uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions in Slack — 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

To use Atlassian Intelligence answers in your customer-facing request channels, you need to activate it for the virtual agent, and then for each request channel you want it to work in. Read more about your virtual agent channels.

How it works

When a customer sends a message, the virtual agent will first try to match it to an intent. If no intents match, it’ll try to answer the question using Atlassian Intelligence answers. 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 Atlassian Intelligence answers.

Before you begin, make sure:

Activate or deactivate Atlassian Intelligence answers in the virtual agent

  1. From the navigation on the left, select Project settings, then Virtual 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 your test channel, but not in any of your request 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, including your request channels.

Turn Atlassian Intelligence answers on or off in a request channel

  1. From the navigation on the left, select Project settings, then Virtual agent.

  2. Select Settings, and then Request channels.

  3. To turn on Atlassian Intelligence answers, turn the toggle on under AI answers next to the request channel you want to activate it for, and then select Activate.

  4. To turn off Atlassian Intelligence answers, turn the toggle off under AI answers next to the request channel you want to deactivate it for, and then select Deactivate.

Additional Help