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 – 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.

The virtual agent is currently available in Slack and in your portal, with more channels coming soon.

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.

2. Select a Virtual agent default request type. Read more about the default request type.

3. Select Get started.

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

5. 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.

6. 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.

7. 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.