Suggest replies for your customers using Rovo
Instead of spending your valuable time crafting responses from scratch, you can use Rovo to suggest replies. This becomes particularly useful when you’re working on more complex work items or replying to frustrated customers. Replies are generated using your knowledge base articles and similar past resolved requests — so the more context your space has, the better the suggestions.
Rovo draws from multiple sources when generating a reply:
Knowledge base articles linked to your service space, including internal knowledge.
Similar past work items resolved requests with relevant agent responses.
Rovo prioritizes knowledge base articles over similar past work items. If relevant context isn’t available, Rovo will use the current work item context and your input.
Atlassian Intelligence may not generate a reply if the content of the work item appears to violate Atlassian’s Acceptable Use Policy.
Ways to get a suggested reply
You can use one of the following methods:
Suggest reply: Generates a full reply based on your knowledge base articles and similar work items.
Contextual pills: Situation-aware actions (such as "Follow up" or "Request closure") that appear in the comment text editor. Select one to generate a reply aligned to what you want to say.
Enhance reply: Type a short instruction (such as "ask for logs" or "polite follow-up") and Rovo expands it into a complete, professional reply using relevant context.
Suggest a reply
To get a suggested reply:
From your service space, go to Queues.
Open a request from your queue.
Select Add internal note or Reply to customer.
Select Suggest reply from the toolbar.
Rovo generates a reply based on your knowledge base articles and similar resolved work items.You can insert, copy, or edit the reply before sending.
Rovo may not generate a reply if there aren't enough similar work items or linked knowledge sources in your space.
Use contextual pills
Contextual pills are short, actionable suggestions that appear in the comment box when you open a request. They're based on the current state of the request — like how long a customer's been waiting, whether an SLA is approaching, or if the request was just reassigned to you.
To use a contextual pill:
Open a work item from Queues.
Select Add internal note or Reply to customer.
Look for suggested actions in the comment text editor (for example: "Follow up”, “Request more info”, “Propose closure”).
Select a pill.
Rovo generates a full reply aligned to that action.You can insert, copy, or edit the reply before sending.
Enhance a reply
If you know what you want to say but need help phrasing it or pulling in the right details:
Open a work item from Queues.
Select Add internal note or Reply to customer.
Type a short instruction in the comment box (for example: "Ask for error logs" or "Reset password steps").
Select Enhance reply.
Rovo retrieves relevant context and expands your text into a complete reply.
Draft reply is a basic AI feature that consumes Rovo credits. Find out how Rovo credits work for basic AI features.
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