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Can Rovo also be used for unauthenticated users?

Can Rovo also be used for unauthenticated users?

We're looking into using Rovo as a chatbot for our users, but a lot off our repetitive questions come from unauthenticated users. Is it possible to use Rovo to answer questions from users that are not logged in and thus unauthenticated?

We even have applications with a lot off one time users so they probably will never log into Jira to verify their tickets. They'll just follow up via mail of phone. If I can't redirect those users to a chatbot, Rovo will not relieve my agents from the first line enough I'm afraid.

I also have a lot off users that would most likely log in to our portal, but not Jira. As I understand it, it should be possible to handle those users as authenticated users as long as the SSO is registered as a SAML application with the same identity provider. This is also something I need to verify with my IT department.

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No, Atlassian Rovo cannot be used by unauthenticated or anonymous users even if you’re on the Premium plan.

Alternative, try Jira Service Management (JSM) with JSM Virtual Agent.

As long as IT routes portal users through your Identity Provider, they count as authenticated Customers. They won't need full Jira licenses, but they will be able to access JSM's authenticated portal features and self-service tools.

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Thank you for your quick response!

Does this mean that we could add the JSM virtual agent to a specific page of one off our applications and learn it to respond to connection issues? Because we have hundreds off one time users per month for off our applications. So they don't have access to our client portal or JSM.

And how do we handle the Confluence knowledge base in that case? Would the virtual agent have access to that information even though the user is anonymous?

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Can you add the JSM Virtual Agent to a specific page for one-time/anonymous users?

Yes. By using the JSM Chat Widget, you can embed the agent on any page of your application. By enabling Login-free portal access in your JSM settings, those hundreds of one-time users can interact with the agent without ever needing a Jira account or portal login.

How do you handle the Confluence Knowledge Base for anonymous users?

The Virtual Agent can access it, provided permissions are open. For the agent to serve AI Answers to anonymous users, you must:

Enable Anonymous Access at the Confluence site and space levels.
Set the JSM Knowledge Base viewing permissions to Anyone.

Note:

If you have test/sandbox environment, test it there as a best practice, before trying in a production.

If the answer helped you arrive at this setup, marking it as a accepted helps other community members find it faster.

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Can Rovo also be used for unauthenticated users?

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