Chat with customers

When a customer starts chatting with Rovo on your Jira Service Management portal, they can request to speak to a human agent. Live chat allows you or your team members to jump into that chat window and provide customers with real time support. Get started with live chat.

When a live chat starts, a work item is automatically created with context from the conversation the customer had with Rovo. A work item is also created if a customer requests a live chat but no one from the team responds in time.

Chat with customers

1. In the navigation on the left, select Live chat inbox.

2. Select Unassigned to see new live chats waiting for a response.

3. To assign a chat to yourself, select Claim chat.

   • The customer will see that an agent has joined the conversation, and the chat will move to My Chats.

4. In the right hand column, select the work item ID to open the automatically created work item.

5. Review the work item to see the customer’s interaction with Rovo so far.

6. Chat with the customer as needed.

7. When you’re ready to end the chat, select End chat. The customer will see that the live chat has ended, and:

   • the chat will move to Others, and will retain a link to the related work item

   • the related work item will contain the full chat transcript under Comments

   • if the customer sends any more messages in the chat window, Rovo will respond