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Test your virtual agent

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

All intents are live in the test channel by default — this is so you have the opportunity to test them before activating them for customers. Find out how to activate an intent for your customers.

Test conversations won't be counted towards your virtual agent's performance statistics. However, the virtual agent will create real issues in Jira Service Management to make sure things are working as expected.

Test your virtual agent

  1. Go to your test channel in Slack. To find the name of your test channel:

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

    2. Select Settings, then Basic settings.

    3. The name of your test channel should appear under Test channel.

  2. Test your virtual agent.

  3. Use feedback from testing to refine your conversation flows, update your training phrases, or make improvements to your knowledge base articles, then test again before you activate the intent for customers.

Find out how to edit a conversation flow or update training phrases.

Tips for testing your virtual agent

  • Ask as many people as you can to help test and give detailed feedback.

  • When testing intent conversation flows, test every possible branch.

  • Escalate conversations to make sure that issues are created in Jira Service Management.

  • Ask for help in as many different ways as you can to see if you need to update your intent training phrases or your knowledge base articles (for Atlassian Intelligence answers). Read more about training your virtual agent to recognize intents.

  • Ask everyone who helps you test to imagine they’re in different states of mind, like in a rush, stressed, frustrated, or even distressed. Do all of the virtual agent's messages feel appropriate for these potential situations?

  • Test your “edge cases” (unusual or highly specific problems and requests) to see what happens.


Still need help?

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