Virtual service agent is included in Jira Service Management Cloud Premium and Enterprise plans.

Included in these plans, customers will be allowed to execute 1,000 assisted conversations per month or 12,000 assisted conversations per year for free. Above this limit, assisted conversations will start at $0.30(USD)/assisted conversation/month with volume discounts.

What is considered a virtual service agent assisted conversation?

Assisted conversations include:

Matched conversations – any conversation that was matched to an intent, regardless of whether the virtual service agent resolves the issue or escalates it to an agent for further support. Read more about how intent matching works.
AI resolved conversations – any conversation during which the virtual service agent responds to the customer using Atlassian Intelligence answers, and the customer indicates that the response resolved their issue or abandons the conversation, resulting in the conversation being auto-closed.

How feature usage works in Jira Service Management

How do I add more virtual service agent assisted conversations?

To get extra assisted conversations for the virtual service agent on your site, first you’ll need to subscribe to the ‘Extra assisted conversations’ add-on (you’ll need billing admin permissions):

Go to admin.atlassian.com and select Billing.
Find Jira Service Management in the list and select Manage.
On the Subscriptions details page, select the Add-ons tab.
If you haven’t subscribed to an add-on before, select Explore add-ons.
Otherwise, select Get add-on under the Extra objects card.
Follow the steps to subscribe to Extra assisted conversations.
If you pay monthly, you can then select Increase usage limit and follow the steps to raise your limit.
If you pay annually, you can pre-purchase your Extra assisted conversations as tiers – the amount you purchase will become your limit.

Once you’ve subscribed to the add-on, you can change your limit at any time:

From your service project, go to the top right of your screen and select Settings > Products.
Under Jira Service Management, select Feature usage.
View the virtual service agent tab and select Change limit.

If you can’t subscribe to ‘Extra assisted conversations’ or can’t see where to manage limits, check this article.