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Set up your virtual agent in Jira Service Management

The virtual agent is now available for all Jira Service Management customers on Premium and Enterprise plans. Read more about plans and pricing.

If your organization uses Slack to provide support, Jira Service Management’s virtual agent can help resolve common problems, answer frequently asked questions, and help to triage requests – saving your agents hours of work.

The virtual agent uses machine learning to recognize questions and requests. It can automate repetitive tasks in your help channels using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both.

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

Set up your virtual agent

To get your virtual agent up and running:

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

    1. If you still need to install Atlassian Assist, select Add to Slack and follow the prompts.

    2. If you have Atlassian Assist but need to log in to Slack, select Log in with Slack and follow the prompts.

  2. Return to the virtual agent, and select a default request type.

  3. Select Set up virtual agent, then Create virtual agent.

  4. If you have a connected knowledge base, activate AI answers.

  5. Create your first intent.

  6. Build a conversation flow for your intent.

  7. Test your virtual agent in Slack.

  8. Turn on your virtual agent for customers.


Additional Help