Set up your virtual service agent in Jira Service Management

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. Read more about how the virtual service agent works.

Set up your virtual service agent

You need to be a project admin to set up the virtual service agent.

To get your virtual service agent up and running:

1. Make sure your organization admin has activated Atlassian Intelligence. Find out how to activate Atlassian Intelligence.

2. From your service project, select Project settings, then Channels & self service, then Virtual service agent.

3. Select a Default request type. Read more about the default request type.

4. Select Get started.

5. To create intents with conversation flows that you design, select Create intent. Read more about intents.

6. To use your knowledge base to answer customer questions, select Settings, then turn on the toggle next to Atlassian Intelligence answers. Read more about Atlassian Intelligence answers.

7. When at least one intent is set to Live or you’ve activated Atlassian Intelligence answers, the virtual service agent will automatically be live in your portal and in Microsoft Teams (if it’s connected). Find out how to manage the virtual agent in your customer channels.