Manage calls with customers

When a customer calls, you can answer from anywhere in Customer Service Management. Each call becomes a work item, so your notes, the recording, and the resolution stay with it after you hang up.

Before you start

You need:

• An agent role in a customer service space that calls can route to

• A working microphone and browser permission to use it

• A supported browser — see limitations below

Make yourself available for calls

You only get calls when you've said you're available. Calls are routed to you automatically rather than picked from a queue, so your availability is what decides whether a call can be answered.

1. Set your availability to Available, then select Voice mode.

2. When you step away, set yourself to unavailable, so calls go to someone else.

You take one call at a time. While you're on a call, you won't be offered another.

Answer a call

1. Select Accept when the incoming call notification appears.

2. If you can't take it, decline it, and it goes to another available support team member.

Voice conversations are work items, so they appear in your space's existing queues. The assignee is set automatically by the routing system when an agent accepts a call.

Identify who's calling

A phone number isn't a customer identifier; email is the only primary customer identifier, so Customer Service Management can only suggest who's calling. It matches the number against customer profiles and previous interactions and shows you the closest match. For more information, see Manage live conversations with customers

Catch up on what your AI agent covered

If your AI agent answered first, the customer has already explained their problem once. Read the full transcript of that conversation in the work item, so you don't make the customer start again.

Handle the call from any page

The call bar follows you as you move around Customer Service Management, so you can look things up, read the customer's history, and check other work items without dropping the call.

From the call bar, you can:

• Mute and unmute yourself

• Put the caller on hold

• See how long the call has been running

• End the call

Finish the call

1. End the call from the call bar.

2. Wrap up and close the conversation:

   1. End the call from the call bar.

   2. Move the conversation into Wrap up by ending the conversation work item.

   3. Close the conversation work item and set a resolution.

3. Create follow-up work if the call left something outstanding.

If your admin has enabled the Include recording on work items setting in the customer experience, the recording and transcript are saved to the work item, so you or your support team can review the call later.

How to access voice conversations

Voice 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.

You're responsible for ensuring your use of Atlassian's communication features meets any accessibility requirements that apply to your organization or your end users, such as closed captioning or screen-reader compatibility obligations.