Set up your virtual agent channels

To use the virtual agent, you need to have several Slack channels set up:

• an agent channel, which is only accessible by agents and admins, and allows agents to assign, triage, comment, and work on issues

• a test channel, that allows you to see how your virtual agent works before turning it on for customers

• one or more request channels, where your customers can engage with the virtual agent to get assistance and create issues

You need to be a project admin to set up or change your virtual agent channels.

Create an agent channel

To create a new Slack channel to use as your agent channel:

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

2. Select Basic settings at the top of the page.

3. Select Create agent channel.

To use an existing Slack channel as your agent channel:

1. Go to the Slack channel you want to use.

   1. If it's a public Slack channel, convert it to private.

2. Add Assist to the channel:

   1. Send /add as a message in the channel.

   2. Select Add apps to this channel.

   3. Search for Assist.

   4. Select Add.

   5. When prompted, choose Agent channel.

   6. Select the Jira Service Management project you want to use with the virtual agent.

3. Invite agents and admins to the channel (type /invite).

Create a test channel

To create a test channel:

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

2. Select Settings at the top of the page.

3. Under Test channel, select Create test channel.

Learn how to test your virtual agent.

Create or add a request channel

To add a request channel:

1. In Slack, create a new channel, or go to the channel you want to use as a request channel.

2. Add Assist to the channel:

   1. Send /add as a message in the channel.

   2. Select Add apps to this channel.

   3. Search for Assist.

   4. Select Add.

   5. When prompted, choose Request channel.

   6. Select the Jira Service Management project you want to use with the virtual agent.

3. Go to your Jira Service Management project.

4. From the navigation on the left, select Project settings, then Virtual agent, and then Settings.

5. Select Request channels at the top of the page.

6. Your request channel should appear in the list.

Learn how to turn your virtual agent on or off in a customer request channel, or how to activate or deactivate a specific intent.