Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Atlassian Intelligence answers in the virtual agent
The virtual agent for Jira Service Management is in beta, and some features may not be available for all customers.
If you’re on a Premium or Enterprise plan, learn how to set up the virtual agent.
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. Learn 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 a human agent
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. Learn 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. Learn 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.
Activate or deactivate Atlassian Intelligence answers in the virtual agent
From the navigation on the left, select Project settings, then Virtual agent.
Select Settings, and then Basic settings if not already selected.
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.
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.
Activate or deactivate Atlassian Intelligence answers in a request channel
From the navigation on the left, select Project settings, then Virtual agent.
Select Settings, and then Request channels.
To activate 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.
To deactivate 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.
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