Increase the usage limit for the virtual agent

Some features within Jira Service Management have items that are charged for based on the amount you use. In the case of the virtual service agent for Jira Service Management, your usage is calculated based on the total number of assisted conversations that users have on your site. What is an assisted conversation?

Only channels currently in GA for the virtual service agent (such as Slack and the Portal) will be included in the assisted conversations count. You won't see assisted conversations reflected in billing reporting or be charged for assisted conversations that come from virtual service agent channels that are in beta.

To see which channels are currently available to use, and which are in Beta:

• From a service project, select Project settings, then Virtual service agent, then Settings, then Channels

What is a usage limit?

You can set a usage limit for the number of assisted conversations your site can have - this can help to prevent unexpected costs due to a spike in traffic. If you haven’t subscribed to the Extra assisted conversations add-on yet, then your usage limit will be equal to the allowance included for free with your base plan - 1,000 assisted conversations per month (as a monthly customer), or 12,000 assisted conversations per year (as an annual customer) for Premium and Enterprise plans.

Usage for the virtual service agent is reset every month for monthly customers, and every year for annual customers at the end of the billing cycle. Unused usage is not carried over to the next cycle.

Your usage limit can be raised beyond this allowance by subscribing to the Extra assisted conversations add-on. How to add more assisted conversations for the virtual service agent via the ‘Extra assisted conversations’ add-on.

Set the usage limit

To manage the virtual service agent's usage limit on your site, you’ll need Jira admin permissions and an active Extra assisted conversations add-on subscription.

If you’re a monthly customer:

• Select Settings () > Products.

• Under Jira Service Management, select Feature usage.

• Select the Virtual service agent tab, then select Change in the Usage limit box.

• Increase or decrease the limit to your desired settings. The limit cannot be lower than the current number of objects on your site.

If you’re an annual customer, you’ll need billing permissions to increase your usage limit:

• Select Settings () > Products.

• Under Jira Service Management, select Feature usage.

• Select the Virtual service agent tab, then select Change in the Usage limit box.

• Follow the steps to change your tier and purchase extra assisted conversations. Once completed, the new tier will become your usage limit.