Manage the usage limit for the virtual service 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. Find out how we define assisted conversations.

Only generally available channels are 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. Read more about virtual service agent channels.

What is a usage limit?

As a Premium or Enterprise customer, your plan includes 1,000 free assisted conversations per month (as a monthly customer), or 12,000 free assisted conversations per year (as an annual customer).

If you think you’ll need more assisted conversations, 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.

Channels included in your assisted conversations limit

Today, your limit includes include assisted conversations when the virtual service agent is active in the following channels:

• Slack

• Microsoft Teams

• your portals

• your help centers

You won’t be charged for assisted conversations in test mode or virtual service agent channels that are still in beta.

Read more about virtual service agent channels, or read more about test mode.

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:

1. Select Settings (), then Products.

2. Under Jira Service Management, select Feature usage.

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

4. 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:

1. Select Settings (), then Products.

2. Under Jira Service Management, select Feature usage.

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

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

What happens when you reach your assisted conversations limit

When you start approaching your assisted conversations limit, we’ll let you know through in-product warnings and courtesy emails. If you’re a site admin, you’ll be notified when you get to 80%, 90% and 100% of your assisted conversations limit.

You’ll never be billed for any assisted conversations beyond the limit you set.

Once you use up all of your available assisted conversations, the virtual service agent’s behavior will change, depending on the channel:

• Slack and Microsoft Teams: The virtual service agent will immediately escalate, creating an issue in Jira Service Management. Read more about the escalate standard flow.

• Portal: The Chat with virtual service agent button will no longer appear on your portal.

• Help center: The virtual service agent is no longer active in your search bar.

Read more about virtual service agent channels.