Use the virtual service agent in email

In email, the virtual service agent uses Atlassian Intelligence answers to reply to customers. Read more about how the virtual service agent works.

How it works

1. Customers send requests to the email address connected to your service project.

2. The virtual service agent responds using Atlassian Intelligence answers. The answer is also added as a comment to that issue for agents to see later.

3. Customers are given an opportunity to share feedback on whether they find Atlassian Intelligence answers helpful or not. Feedback is also added to the issue for agents and admins to see.

Use the virtual service agent in email

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

Before you activate the virtual service agent in email, we recommend you test the virtual service agent to make sure it’s performing well.

1. If you haven’t already, set up email for your project.

2. Set up your virtual agent.

3. Turn on Atlassian Intelligence answers.

4. Select Settings, go to System, and then enable Outgoing Mail.

5. From your service project, select Project settings, then Email requests.

6. Turn the toggle on next to Virtual service agent.

The virtual service agent will automatically start responding to customers using Atlassian Intelligence answers in your connected email account.

Turn off the virtual service agent in email

1. From your service project, select Project settings, then Email requests.

2. Turn the toggle off next to Virtual service agent.

The virtual service agent will stop working in your connected email account.