Documentation — AI Comment Action Inbox

Q: "License Required" error in Confluence

The app is installed in Jira but Confluence hasn't been connected yet. Go to admin.atlassian.com → Apps → Manage apps → Connected apps and click Connect next to AI Comment Action Inbox. Wait 1–2 minutes, then refresh.

Q: Confluence @mentions not appearing in the inbox

Confirm the app is connected to Confluence in admin.atlassian.com → Connected apps, confirm the user has completed onboarding, confirm the comment contains an @mention, and check that the Confluence space is not excluded in Admin Config.

Q: @mentions from a specific project not appearing

Check Admin Config — the project may be set to exclude-specific mode. Switch to include-all or add the project to the include list.

Q: Items not updating after a comment is edited

Edited comments trigger reclassification automatically. If the badge shows REVIEW NEEDED, the AI response could not be parsed — editing the comment again will force a retry.

Q: App not visible in Jira sidebar

Ensure the app is installed under Jira → Apps → Manage apps. If recently installed, try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows).

Q: Storage quota warning

Go to Settings → Data & Storage and clear old or read items. The app also evicts the oldest items automatically when approaching the storage limit.

Documentation

Everything you need to install, configure, and use AI Comment Action Inbox in your Atlassian instance.

Section 1

Getting Started

AI Comment Action Inbox is installed from the Atlassian Marketplace by a Jira administrator. Once installed, it is available to all users — listening for @mentions across Jira, Jira Service Management, and Confluence.

Prerequisites

A Jira Cloud site (required)
Jira administrator access to install apps from the Marketplace
A Confluence Cloud site (optional — for Confluence @mention support)

1
Install from the Atlassian Marketplace
Go to the Atlassian Marketplace and search for "AI Comment Action Inbox". Click "Try it free" or "Buy now", select your Jira site, review the permissions, and click Install. The app installs to Jira automatically.
2
Connect Confluence (optional, single license)
To receive @mentions from Confluence, connect the app after installing to Jira:
1. Go to admin.atlassian.com → Apps → Manage apps → Connected apps tab
2. Find "AI Comment Action Inbox" in the list
3. Click Connect next to Confluence, review permissions, and click Accept
4. Wait 1–2 minutes for the connection to propagate
A single license covers both Jira and Confluence — no extra cost. Pricing is based on Jira seat count only.
3
Open the app in Jira
Navigate to the AI Comment Action Inbox global page from the Jira left sidebar under Apps.
4
Complete onboarding
Click "Get Started" in the welcome modal. The app will not process any @mentions until onboarding is completed — no data is stored without your consent.
5
Your inbox is live
Any @mention in Jira, Jira Service Management, or Confluence will now appear in your inbox, classified and prioritised automatically across three dimensions: Action (what to do), Urgency (when to act), and Impact (who is affected).

Note: The Confluence app link appears in the top navigation under Apps. If you see a "License Required" error, complete Step 2 above to connect Confluence via Admin Hub.

Section 2

How Classification Works

Every @mention is automatically classified across three independent dimensions. No configuration required — the AI handles it.

Dimension 1

Action — What to do?

RESPONDDirect question or request needing a reply
REVIEWFeedback or review requested (PR, doc, proposal)
APPROVEYour sign-off required before work proceeds
FIXSomething is broken and needs correction
BUILDNew feature or enhancement to implement
WATCHOngoing situation to monitor, no immediate action yet
NOTECompleted event or notification, no action expected

Dimension 2

Urgency — When to act?

CRITICALActive incident, all users affected (< 1 hour)
HIGHTime-sensitive, deadline within hours (< 4 hours)
NORMALStandard work item, no immediate deadline (< 3 days)
LOWDeferred, nice-to-have (no deadline)

Each urgency badge includes a short hint — a 2–5 word summary of what's at stake (e.g. 'Production DB down', '$200K deal pending').

Dimension 3

Impact — Who is affected?

CUSTOMERExternal party: users, clients, patients, students
REVENUEFinancial outcomes: sales, billing, contracts
TEAMInternal group or department
INDIVIDUALSingle person only

Note: Classification happens automatically when a comment is posted.

Section 3

Admin Configuration

Jira administrators can control which projects and spaces the app monitors. Access Admin Config from the app settings gear icon, or from Jira → Apps → AI Comment Action Inbox → Admin Config.

Monitoring modes

include-allMonitor all projects/spaces (default). New projects are automatically included.
include-specificOnly monitor the projects or spaces you explicitly select.
exclude-specificMonitor everything except the projects or spaces you exclude.

Product tabs

Jira ProjectsFilter which Jira projects are monitored
Jira Service ManagementFilter which JSM service desks are monitored
Confluence SpacesFilter which Confluence spaces are monitored (requires Confluence to be connected first)

Note: Configuration changes take effect immediately — no redeploy or reinstall required.

Section 4

User Settings

Each user can personalise their inbox independently. Open Settings from the gear icon in the top-right corner of the inbox.

Sort orderChoose how items are ordered: by urgency, action type, impact, or date received
View modeDisplay items in a flat list, grouped by Jira issue, or grouped by source product (Jira / Confluence)
Dashboard card visibilityShow or hide individual stat cards on the dashboard
Muted projectsSuppress @mentions from specific Jira projects or Confluence spaces
Muted authorsSuppress @mentions from specific users
Card densityCompact or comfortable card spacing
Storage managementView your storage usage and manually clear items (oldest, read, or all)

Note: Settings are stored per user — each team member has their own configuration.

Section 5

Data & Storage

Your inbox data is stored in Atlassian Forge Storage — Atlassian's own encrypted key-value store, hosted within the Atlassian cloud. No data is sent to external servers except for AI classification (see below).

Retention Policy

Active (unresolved) itemsRetained until resolved or 60 days old, whichever comes first
Resolved itemsPermanently deleted after a 10-second undo window
AI classification cache6 hours to 7 days (adaptive — higher-confidence results are cached longer)

Storage Limits

Storage is managed automatically. When usage approaches the limit, the oldest resolved items are evicted first. You can also manage storage manually from Settings → Data & Storage:

Clear oldest itemsRemoves items beyond 60 days
Clear read itemsRemoves all items you've already read
Clear all itemsRemoves your entire inbox (cannot be undone)

AI & Privacy

Comment text is sanitised through an 8-layer PII pipeline before being sent to the AI provider. Emails, phone numbers, API keys, account IDs, and other sensitive values are replaced with typed tokens (e.g. [EMAIL], [CUSTOMER_1]) — the raw values are never sent to the AI or written to logs. See our Privacy Policy and Security page for full details.

Section 6

Troubleshooting

Problem

"License Required" error in Confluence

Solution

The app is installed in Jira but Confluence hasn't been connected yet. Go to admin.atlassian.com → Apps → Manage apps → Connected apps → click Connect next to AI Comment Action Inbox. Wait 1–2 minutes, then refresh.

Problem

Confluence @mentions not appearing in the inbox

Solution

Work through this checklist:

Confirm the app is connected to Confluence (admin.atlassian.com → Connected apps)
Confirm the user has completed onboarding (click Get Started in the welcome modal)
Confirm the comment contains an @mention — plain text comments are not processed
Check that the Confluence space is not excluded in Admin Config

Problem

@mentions from a specific project not appearing

Solution

Check Admin Config — the project may be set to exclude-specific mode. Switch to include-all or add the project to the include list.

Problem

Items not updating after a comment is edited

Solution

Edited comments trigger reclassification automatically. If the badge shows REVIEW NEEDED, the AI response could not be parsed — editing the comment again will force a retry.

Problem

App not visible in Jira sidebar

Solution

Ensure the app is installed (Jira → Apps → Manage apps). If recently installed, try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows).

Problem

Storage quota warning

Solution

Go to Settings → Data & Storage and clear old or read items. The app also evicts the oldest items automatically when approaching the storage limit.

Note: For issues not listed here, contact [email protected] with your site URL and a description of the problem.

Section 7

Support

For support, contact [email protected]. We respond within 48 hours (Melbourne, Australia — AEST/AEDT).

When contacting support, please include:

Your Atlassian site URL (e.g. yourcompany.atlassian.net)
The product affected (Jira, Confluence, or JSM)
A description of the issue and steps to reproduce it

For security disclosures, see our Security page.

Was this helpful?

Let us know — it helps us improve the docs.

Yes No

See product details Security details →

Last updated: May 2026