Virtual agent for external users

[Girish Reddy]

Looks like the virtual agent is currently available for users on Slack or Teams. Does that mean it's only for internal employee? Is virtual agent going to be available to external users i.e., unlicensed users who want support from the JSM portal?

[Riley Sullivan · Accepted solution]

Hello @Girish Reddy 

Great question! Sounds like it is in the roadmap as stated in this article:
https://community.atlassian.com/t5/Jira-Service-Management-articles/Now-in-beta-Jira-Service-Management-AI-virtual-agent/ba-p/2462062#:~:text=Microsoft%20Teams%20and-,portal.,-Like

Highly recommend voting and following it here to make sure it happens:

https://jira.atlassian.com/browse/JSDCLOUD-12579

Hope this helps!

[Girish Reddy]

Thank you Riley.

[Mariano Tallarico _Appricity_]

Hello everyone! I hope you are well.

I am looking for a way to make the Virtual Agent visible in my portal, when it is open.

At the moment, internal users can interact with the Agent, but external users cannot.

Any progress in this regard?

Greetings

[Alan Skillings]

I agree.  I have a lot of my knowledge content available to the public as well as the Help Center.  I would like to know if the virtual agent will be available to a customer who is not logged into the Help Center but can search our knowledge content.