About chat in Customer Service Management
📣 Availability and editions
This article explains what chat is, how conversations move between AI and human agents, where you set chat up, and what your team does to respond to customers.
📣 Availability and editions
Chat in Customer Service Management has two modes with different availability:
AI chat — generally available on Standard, Premium, Enterprise editions.
Live chat with a human agent (including AI-to-human handoff) — Open Beta. Available to Premium and Enterprise tenants only.
Chat lets your customers have real-time conversations with your AI agent, your support team, or both at the moment they need help. Conversations stay in a single thread, even when the conversation moves between an AI agent and a support team member.
You can offer chat in two places:
The chat widget on your support website
Embedded chat widgets on any website you own or inside apps (for example, a marketing page or in-app help surface)
Conversations
Your support team engage in live conversations with your customers in the Conversations section of their space.
Conversations - your support team's dedicated view of live and recent conversations, outside of queues. Conversations are also a work type, so you can include or exclude them from any queue using JQL.
Conversation review - in the AI agent settings, for reviewing AI agent conversations. This includes conversations the AI agent passed on to a human, with a transcript of the AI portion inserted into the conversation work type the human agent picked up.
The three support modes
When you set up chat for a customer experience, you choose one of three support modes:
Support mode | Who customers talk to | When to use it |
|---|---|---|
AI agent | An AI agent only. | Self-service first; ideal when most questions have predictable answers your AI agent can resolve. |
Support team | A human agent only. | When you want every conversation to go straight to a person. |
AI agent and support team | An AI agent that can hand off to a human agent. | AI resolves common questions; conversations escalate to a human when the customer asks, when the AI can't help, or when handoff rules trigger. |
How AI and human agents work together
In the AI agent and support team mode, a single conversation can move from your AI agent to a human agent without the customer needing to repeat themselves. The full conversation history transfers automatically. The AI agent only hands off to one of the support team members if it can’t solve the query itself or is explicitly asked to do so (i.e. when handoff kicks in).
When a handoff happens:
The AI agent ends its turn in the conversation.
The conversation is routed to one of your available human agents in the space. Conversations are spread evenly so the same agent doesn't pick up everything, and each agent has a cap on how many active conversations they can handle at once.
Once the agent accepts (they can also decline), the human agent picks up where the AI agent left off, with the complete transcript visible. If the agent doesn't respond within 120 seconds, the conversation routes to the next available agent.
Where chat is set up
Chat is configured in the following places:
Where | What you configure |
|---|---|
Customer experience | Which support mode to use. Which channel supports chat, which chat widget to show - i.e. is it the support site, an embedded widget, or both that conversations route to. |
Space | Whether chat is enabled in the space, agent availability. Can be turned on / off in Space settings. |
Settings → Jira apps → Customer Service Management → Chat | Concurrent active conversation limit across all agents. |
💡 Important: Chat must be enabled in a space before you can route conversations from a customer experience to that space.
Agent availability
Support agents control whether they can take conversations by setting their availability. There are two states:
Available — incoming conversations will be offered to the agent to accept or decline (unless cap has been reached)
Unavailable — new conversations skip this agent
Availability can apply it to all spaces or to individual spaces. Agents can change their availability at any time — from within a conversation, or by selecting their profile picture in the top right.
How to access conversations
Conversations can be accessed from multiple places:
In Spaces, active conversations take place in Conversations, and all conversations are listed in Queues that include the ‘Conversations’ work type.
In your AI agent settings in Studio, all conversations with the AI agent can be viewed in Conversation review.
In Customers, you can see all conversations a customer has had with your support team by viewing their profile.
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