💬 Live Chat in Customer Service Management (CSM) — Now in Open Beta!

[#1]

Hello Atlassian Community! 👋

We're thrilled to announce a major milestone in our omnichannel support journey: Live Chat for the Customer Service Management (CSM) app is now officially in Open Beta!

This highly requested feature brings real-time, synchronous human support directly into your CSM app, allowing you to deliver faster, more personalised resolutions for complex customer issues.

What you get

• AI-to-human handoff. Configure your chat widget to start with AI and set handoff rules that loop in a human live support agent when the AI agent can't resolve the issue, or when the customer just wants to talk to a person.
• A dedicated Conversations view for agents, purpose-built for managing real-time chat requests without losing context.
• Availability and capacity controls. Agents toggle their status to Available to receive auto-assigned chats via a push-model. Admins can set concurrent conversation limits at the site level so nobody gets overwhelmed.
• Everything tracked as a Jira work item. Each chat session becomes a Conversation work type, so you keep full history, queue visibility, SLAs, and reporting alongside your other tickets.

See the full feature in action ⬇️

How to get started

Follow our step-by-step getting started guide, and review our support documentation for more details.

Who can use it

CSM Live Chat is available in Open Beta for all Premium and Enterprise Service Collection subscriptions. We are in the process of rolling this out to all eligible instances. If you haven't received it yet, you should get access within the next 2 weeks.

Tell us what you think

We're actively shaping the GA experience based on what we hear from you. Are you planning to run AI-first or human-first? What's working, and what's not?

Drop your feedback, questions, or war stories in the comments. 👇

[Tomislav Tobijas]

This looks great! 🙌 Thanks for sharing!

It would be interesting to hear if Atlassian Support team uses CSM and the live chat feature 👀