Use the virtual service agent in your widget

Allow customers visiting your website to quickly get the information they need without having to manually search for articles or request forms. The virtual service agent uses machine learning to recognize questions and requests. It can automate repetitive tasks using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both. Read more about the virtual service agent.

How it works

1. Customers on your website open your embedded widget. Find out how to set up your widget.

2. Customers enter their question or search term.

3. If you have any intents set to Live, the virtual service agent uses the match intent standard flow to match their question or search term to an intent, or responds using Atlassian Intelligence answers (if enabled). Read more about the match intent standard flow.

4. For the EAP, the virtual service agent won’t automatically raise requests from the widget. Instead, the virtual service agent sends the customer a link to the relevant request form and pre-populates the relevant fields.

Activate the virtual service agent in your widget

To activate the virtual service agent in your widget:

1. Set up an open portal, if you haven’t already.

2. Set up your virtual service agent.

3. Turn on Atlassian Intelligence answers, or set at least one intent to Live.

   • The virtual service agent will immediately start working in your portal. Read more about using the virtual service agent on your portal.

4. From your service project, select Project settings, then Widget.

5. Select Virtual agent.

6. Customize your widget if desired.

7. Select Save.

8. Embed your widget on a web page if you haven’t already.

Deactivate the virtual service agent in your widget

1. From your service project, select Project settings, then Widget.

2. Select Basic widget.

3. Select Save.

The virtual service agent will stop working in your widget, and you’ll revert to the basic widget experience.