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Version: 1.1.0

Live Chat Tray

The agent tray integrates into the JSM project sidebar, following the pattern of the Queues and Customers sections. It provides a centralized view for managing registered conversations.

Accessing the Tray​

  1. Navigate to a Jira Service Management project.
  2. In the project sidebar, locate the Live Chat section.
  3. Click on Live Chat to open the active sessions view.

Agent tray - Overview

Three-Column Layout​

The tray is organized into three columns for efficient conversation management:

Column 1: Active Sessions​

Displays the registered conversations for the configured project, including those waiting for attention.

  • Customer: Name of the customer who started the chat.
  • Summary: Brief description of the chat reason.
  • Status: Visual indicator of the status (active, awaiting response, closed).
  • Elapsed time: Time since the last message.
  • Click on a session to select it and view its conversation in the center column.

Column 2: Conversation​

Displays the message history of the selected session.

  • Message bubbles: Customer messages appear left-aligned; agent messages appear right-aligned.
  • Attachments: Click the attach icon to select one or more files from your computer. Images are previewed inline; other files show a download link.
  • Reply field: At the bottom, type your message and click Send or press Enter.
  • Assign to me: Assigns the request to your user to manage the conversation.
  • Resolve: Opens a dialog to close the request and chat session.

Column 3: Request Details​

Shows the information of the JSM issue linked to the session.

  • Summary: Issue title.
  • Description: Description provided by the customer when starting the chat.
  • Requester: Customer who created the chat.
  • Created date: When the session was started.

Conversation with attachments

Resolving a Conversation​

When the customer's issue has been resolved:

  1. From the conversation column, click Resolve.
  2. Add a comment if Jira asks for one.
  3. Choose a resolution when that option appears and confirm.
  4. The request closes using an available workflow option. If a problem occurs, Jira displays the reason so you can correct it.
  5. The customer will see a message indicating that the chat has been closed.

Resolve conversation dialog

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