Set up your virtual agent in Jira Service Management

Jira Service Management’s virtual 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 agent works.

Set up your virtual agent

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

To get your virtual 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 Virtual agent..

3. Select a Virtual agent 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 agent will be live in your portal. Read more about using the virtual agent in your portal.

8. To use the virtual agent in Slack:

   1. Select Settings, and then Channels.

   2. Select Connect Slack and follow the prompts.

   3. Activate the virtual agent in Slack for your customers. Find out how to turn the virtual agent on or off for customers in Slack.