Manage your bill for Extra assisted conversations for the virtual service agent

Jira Service Management’s virtual service agent can help resolve common problems, answer frequently asked questions, and help to triage requests – potentially saving your agents hours of work. It’s included as part of all Premium and Enterprise plans. Read more about the virtual service agent.

Extra assisted conversations is an add-on for the virtual service agent that enables your customer to have more assisted conversations on your site, beyond the 1,000 (for monthly) or 12,000 (for annual) assisted conversations that are included for free with your base plan.

Find out how we define assisted conversations, or read about what happens when you approach or go over your limit.

How are you billed?

Your Extra assisted conversations bill is based on usage. It’ll show the number of assisted conversations you’re paying for.

For monthly subscriptions, we offer per-assisted conversation pricing. When a conversation with the virtual service agent is determined to be an assisted conversation, it’s automatically counted towards billing. We’ll charge the card on file each month for assisted conversations that go above the 1,000 (monthly subscriptions) or 12,000 (annual subscriptions) allowance.

Annual subscriptions are based on distinct tiers.

How much does it cost?

To get an idea of the base cost per extra assisted conversation, see the virtual service agent row on our pricing page.

View your bill estimate

To view your bill estimate:

1. Go to admin.atlassian.com and select Billing.

2. Find Jira Service Management in the list and select Manage.

3. On the Subscriptions details page, select Add-ons.

4. View the number of extra assisted conversations and the bill estimate.

The Extra assisted conversations add-on is connected to your Jira Service Management subscription, so it will use the same billing date and cycle.

Get extra assisted conversations for your site

To get extra assisted conversations for your site, first you’ll need to subscribe to the Extra assisted conversations add-on (you’ll need billing admin permissions):

1. Go to admin.atlassian.com and select Billing.

2. Find Jira Service Management in the list and select Manage.

3. On the Subscriptions details page, select the Add-ons tab.

4. If you haven’t subscribed to an add-on before, select Explore add-ons.

   • Otherwise, select Get add-on under the Extra assisted conversations card.

5. Follow the steps to subscribe to Extra assisted conversations.

   • If you pay monthly, select Increase usage limit and follow the steps to raise your limit.

   • If you pay annually, you can pre-purchase your extra assisted conversations as tiers - the amount you purchase will become your limit.

Cancel your subscription

When you unsubscribe from the Extra assisted conversations add-on:

• There is no effect on your Atlassian cloud product subscriptions, which continue as previously. For information about cancelling your product subscriptions, read more about cancelling your product subscriptions.

• If you resubscribe in the future, the price may be different from what you are paying today.

To cancel Extra assisted conversations for Assets:

1. Go to admin.atlassian.com and select Billing.

2. Find Jira Service Management in the list and select Manage.

3. On the Subscriptions details page, select the Add-ons tab then select Extra assisted conversations.

4. Select more actions, then Cancel subscription, then review and confirm your cancellation.

Once your subscription is canceled, it will appear in the Inactive tab of the Subscriptions page.

When you cancel your subscription, it’s deactivated for 60 days after the end your current subscription period. Read more about what happens when you cancel a subscription.