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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 — 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

If you have a connected knowledge base in your project, you can see how Atlassian Intelligence answers works before turning it on for customers in test mode. Read more about testing the virtual agent.

If you’re part of the closed beta for the virtual agent in the help center and want to deactivate it, reach out to the Atlassian team.

Read more about the virtual agent in the help center.

How it works

If Atlassian Intelligence answers is active when your customer sends their first message, the virtual 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.

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.

  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 a Slack request channel

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

  2. Select Settings, and then Channels.

  3. Under Request channels, use the toggles in the AI answers column to activate or deactivate Atlassian Intelligence answers in your Slack request channels.

Still need help?

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