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Edit a standard flow

The virtual agent for Jira Service Management is in a closed beta.

If you’re on a Premium or Enterprise plan and want to try the virtual agent, join the waitlist.

While intent conversation flows are used for specific customer questions or problems, standard flows are shorter conversation flows that perform basic, repetitive tasks — like greeting the customer, creating issues, or asking for clarification when something’s unclear. Learn more about standard flows.

Some standard flows have editable messages. You need to be a project admin to edit a conversation flow.

Edit a standard flow

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

  2. Select the conversation flow you want to edit.

  3. Select Flow at the top of the page.

  4. Select the step with the message you want to edit.

  5. Under Message, enter what you want your virtual agent to say.

    • Tip: Think about all the different scenarios that may be happening when your customers see this message. While it’s nice to have fun and be upbeat, your customer may be coming to the virtual agent for help with something frustrating, so it’s recommended you keep your messages short, clear, and helpful. Learn more about writing effective messages for the virtual agent.

  6. Select Save changes. Your conversation flow will update with your changes in a few minutes.

Learn how to edit an intent’s confirmation question or display name.


Additional Help