About standard flows
While intent conversation flows are used for specific customer questions or problems, standard flows are shorter conversation flows that perform basic, repetitive tasks — like greeting the customer, creating work items, or asking for clarification if something’s unclear.
Some standard flows are editable. Find out how to edit standard flows.
Greet
This optional standard flow posts a short greeting in response to a customer’s first message. It’s designed to let the customer know that they’re being helped by a virtual service agent.
While the virtual service agent greets the customer, it also analyzes the customer’s first message to see if it matches any intents — so it sends a second message immediately based on the results of the match intent flow.
You can turn off the greet standard flow by leaving the Message field blank. Find out how to edit standard flows.
Match intent
The match intent standard flow starts the moment a customer posts their first message. It’s designed to match their question with an intent, or find the right Atlassian Intelligence answer (AI answer) as fast as possible.
Depending on the virtual service agent’s confidence, it may:
ask the customer to confirm if a detected intent is the right one. If so, it’ll start the conversation flow for that intent. Read more about intents.
offer the customer multiple possible intents, using those intents' display names. Read more about intent display names.
answer using information from the connected knowledge base (if AI answers has been activated). Read more about AI answers.
ask the customer to rephrase their question or provide more information.
move on to the escalate or offer options standard flows if it doesn’t understand the customer’s question.
Resolve with CSAT
This standard flow is used to end a conversation when a customer indicates that their question, problem, or request has been resolved by the virtual service agent.
When the customer confirms that their request has been resolved, the virtual service agent asks for a customer satisfaction (CSAT) score out of five. To see CSAT scores, go to Intents.
CSAT ratings are useful for understanding which intents are performing well and which ones have room for improvement.
Auto-close
This standard flow starts when there has been no activity in the conversation for five minutes. It’s designed to make sure that the customer has gotten the help they need — and if they have, that the conversation is recorded as resolved.
If the customer starts a conversation with the virtual service agent and then stops responding for five minutes, the virtual service agent asks if they still need help (for example, “Just checking in — do you still need help?”), and offer Yes and No choices.
If the customer selects Yes, the virtual service agent continues with the conversation or starts the offer options standard flow.
If the customer selects No, or doesn’t respond for another 24 hours:
if any intents were matched or any AI answers were provided earlier in the conversation, the conversation is recorded as resolved.
if no intents were matched and no AI answers were provided earlier in the conversation, the conversation is recorded as closed.
Escalate
This standard flow lets the customer know that a request has been raised on their behalf and automatically creates a work item in Jira Service Management for one of your agents to work on.
The work item created uses the virtual service agent default request type, unless it's overridden during the conversation flow using a change request type and fields step. Read more about the virtual service agent default request type.
Offer options
This standard flow is sometimes used instead of the escalate standard flow, depending on the channel and the situation. For example, it might start when:
the customer is asked to rephrase their question twice in a row
a customer indicates that an AI answer didn’t resolve their problem
The offer options standard flow is configurable. You can choose 1–3 options to offer your customers, with each option appearing as a button:
Raise a request – Starts the escalate standard flow, which lets the customer know a request has been raised and creates a work item.
See search results – Takes the customer to the relevant portal, and shows search results based on their first message in the conversation.
Ask another way – Tells your customer to try rephrasing their question.
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