Get started with live chat
When a customer starts chatting with Rovo on your 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.
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.
To manage live chat in your service space, make sure:
you’re a space admin
you’re on a Jira Service Management Premium or Enterprise plan
Activate live chat in your service space
Activation is slightly different depending on whether or not your space already has a Rovo agent.
Activate live chat in a space that has an existing Rovo agent
Go to your service space.
In the left sidebar, select Settings (you’ll need to be a project admin).
In project settings, select Features.
On the Features page, use the toggle next to Live chat to enable.
In your service space, select More actions (…) next to the name of your service space, then Space settings, then Live chat.
Select Set up live chat.
Select Add skill.
Under Add similar escalation lines to this agent’s prompt, enter “Escalation: Escalate by starting a live chat (e.g. (Project key: <PROJECT_KEY>) only if: The user explicitly requests escalation, human support, direct chat with agent, or you have exhausted all self-service options and the user remains unsatisifed.”
Live chat will be active immediately in your service space.
Activate live chat in a space without a Rovo agent
Go to your service space.
In the left sidebar, select Settings (you’ll need to be a project admin).
In project settings, select Features.
On the Features page, use the toggle next to Live chat to enable.
Next to the name of your service space, select More actions (…), then Space settings, then Live chat.
Select Set up live chat.
If you don’t already have a Rovo agent, this creates one for you and adds the ‘live chat’ skill. Read more about Rovo agents, or about Rovo agent skills.
Live chat will be active immediately in your service space.
Find out how to chat with customers.
Manage live chat settings
Next to the name of your service space, select More actions (…), then Space settings, then Live chat.
Select Team and chat settings.
Enter a Time to assign and a Time to reply.
Select Assign a team to assign the work items generated by live chat. Team assignment is highly recommended.
Choose to make live chat available based on team member availability based on the toggle option.
Under Assign a team, select the team that will handle live chat conversations from your portal.
Use the toggle to control when live chat appears on the portal based on team availability. When enabled, live chat is only visible to customers when at least one agent from the assigned team is available.
Each live chat team can have up to 100 members; beyond that, agents cannot mark themselves available or unavailable to control the helpseeker experience.
Enter a Default label for live chat. This will add a label to all work items created via live chat. This is a read-only field.
Receive live chat notifications
When live chat is active, your browser can notify you of new chats and messages so you can stay responsive while working in other parts of Jira Service Management. Notifications are only delivered while you have a Jira Service Management page open in your browser.
There are two types of notifications:
A new chat arrives in the queue — eligible agents in the team mapped to your service project are notified.
A new message arrives in a chat that's assigned to you — only the assigned agent is notified.
Selecting a notification opens the relevant conversation in a new browser tab.
Who receives notifications for a new chat in the queue depends on your team's availability settings:
If the availability toggle is on, only agents in the mapped team who are marked as available are notified.
If the availability toggle is off, all agents in the mapped team are notified regardless of their availability.
If no team is mapped to your project, only the agent actively watching the live chat inbox tab is notified.
To receive notifications, allow them at the OS level (in macOS, go to System Settings, then Notifications; in Windows, go to Settings, then System, then Notifications) and in your browser by selecting the lock icon in the address bar and setting Notifications to Allow.
Deactivate live chat in your service space
These steps must be performed to remove Live Chat from the portal, even if it has been disabled in Features.
Next to the name of your service space, select More actions (…), then Space settings, then Live chat.
Select View this agent.
In the navigation on the left, under Surfaces, select your Jira Service Management space.
Select a scenario, and then remove the skill.
Under Skills, delete Chat with live agent.
Under Add similar escalation lines to this agent’s prompt, remove any prompt instructions.
Live chat will stop working in your service space.
Was this helpful?