Get started with voice support

This guide walks you through setting up voice support from scratch. By the end, you'll have a number your customers can call, a configured caller experience, and a team ready to take calls.

Before you start

You'll need:

• A Premium or Enterprise plan with Service Collection

• An organization admin to buy a phone number, if you don't have one yet

• A Customer Service Management space, with you as an admin

• A support team with agent roles in the space

Step 1: Turn the voice feature on in your space

Ensure the voice feature is turned on:

1. Go to your Customer Service Management space and open the space settings.

2. Go to Features.

3. Turn on Voice.

Step 2: Connect a phone number

Customers need a phone number to call. If you already have one, contact Atlassian Support to port it (if it’s in a supported country, see below). Otherwise, set up a redirect with your carrier to the new number you connect with Customer Service Management.

To connect a new number, you can use the US number auto‑provisioned for you, or have your organization admin purchase one through Atlassian. Up to 10 phone numbers can be connected per site.

To keep messaging services running smoothly for everyone, we monitor complaint rates and call patterns. If your usage exceeds carrier or network thresholds, we may need to pause your account while we work with you to resolve it.

Message delivery speeds depend on carrier limits and network conditions, which can vary by region, channel, and volume. High-volume sending may be subject to throughput caps. Plan accordingly if time-sensitive delivery is critical.

Personal data processed through communication features (including call recordings, transcripts, and message content) is handled in accordance with Atlassian's Data Processing Addendum.

Message delivery isn't guaranteed. Carrier filtering, recipient device settings, network conditions, and other factors outside our control can affect whether and when a message is received.

Call quality depends on factors like internet connection speed, device type, and network conditions. For best results, use a stable broadband connection. Atlassian can't guarantee call quality or uninterrupted connections.

Learn how to set up phone numbers for your organization

Step 3: Add a number to your customer experience

Tell a customer experience which number to answer, and which space calls land in.

1. Open your customer experience settings and go to Channel.

2. Select Voice.

3. Add one of your organization's phone numbers.

Step 4: Set up the call experience

Tell a customer experience which number to answer, who answers it, what callers hear, and whether calls are recorded. This all happens under the voice channel in your customer experience settings.

You'll:

• Add one of your organization's phone numbers

• Set the support mode for that number — AI agent, support team, or both

• Choose the space calls route to

• Choose the voice your AI agent or support team speaks with, and write the welcome message

• Decide whether call transcripts are attached to work items

Step 5: Get your team ready

Your agents need to know how to take a call before a customer rings.

1. Agree on how you'll use availability — who's Available, and who's on a break.

2. Make sure at least one support team member is available if you choose Support team or Both.

Learn more about managing calls with customers

Step 6: Test end to end

Place a real call to your number:

1. Call from a phone that isn't linked to a customer profile, so you see how a new caller appears.

2. Confirm you hear the welcome message and the recording disclosure.

3. Talk to your AI agent, then ask for a person to check the handoff.

4. As a support team member, accept the call, confirm who's calling, and resolve it in the routed space’s Conversations page.

If anything doesn't behave as you expect, check your call experience settings and your agents' availability.

Learn more about managing conversations with customers