Can Customers Choose Which Agent to Use in the Help Center? [Champions Slack Insider]

[#1]

This thread started by @Fabio Genovese _ArtigianoDelSoftware_ had everything: terminology confusion, rollout surprises, and a little “Madonna Santa” moment 🇮🇹

Let’s break it down.

The question

“If I activate a Rovo agent in the Help Center, can customers choose which agent to use?”

Short answer: No. Customers can’t choose between multiple agents.

What actually happens today

At the JSM Help Center level:

• You can surface one AI experience at a time
• If multiple agents are configured → the most recent one overrides the previous
• There’s no UI for customers to select or switch agents

So even if you configure multiple behind the scenes… The end user sees one.

Now let’s address the real confusion: “Virtual Agent” vs “Rovo Agent”

This is where things get messy. You’ll hear:

• Virtual Service Agent (legacy)
• Rovo Agent (new)

Same UI labels… different capabilities Here’s the clean breakdown:

Virtual Agent (legacy):

• Intent-based
• Training phrases
• Older model
• Still exists in some instances

Rovo Agent:

• Prompt-based
• Uses LLM + Teamwork Graph
• More flexible
• The direction Atlassian is moving toward

And yes… sometimes the UI still calls things “Virtual Agent” even when it’s powered by Rovo.

What about using the SAME agent across portal + help center?

This was Fabio’s goal—and it’s a good one.

Current state:

• You can configure an agent tied to a Help Center surface (newer feature)
• But:
  • Rollout is incremental
  • Not all instances have it yet
  • Experiences may differ across environments

Translation: What works in one instance might not exist in another (yet)

Why customers get confused (and push back)

Because from their perspective:

• “I created an agent…”
• “I see AI in the Help Center…”
• “Why aren’t they the same thing?”

Fair question. The reality- these are still separate surfaces with different capabilities and maturity levels.

What to tell customers (simple version)

If you need a clean explanation:

• The Help Center currently supports one AI experience at a time
• Customers cannot choose between agents
• New Rovo-based configurations are rolling out gradually
• Experiences may vary depending on instance and plan

One practical tip

When working with clients:

• Always verify in their instance first
• Don’t rely on screenshots from another environment
• Expect phased rollout differences

It’ll save you from a few “moving target” conversations

[Fabio Genovese _ArtigianoDelSoftware_]

@Dr Valeri Colon _Connect Centric_  

Good Article :-), Madonna Santa

[Josh]

I was wondering about this a couple days ago. 🙂