Live chat feature for service desk customers

Hello, I have a project in JSM, and I was recently seeing a new feature in my space settings called Live chat. However, I am not able to find it anymore. Can someone guide how can we enable that feature for our project again from org admin settings? I cannot find correct steps on the web.

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Hi @Aadil

This is only for instances on a paid subscription and that have Rovo enabled.

As your product plans states Free, this option is not available on a free instance.

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@Marc -Devoteam- -

Once again, your response is the key...

Best, Joseph

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Answer accepted

Hi @Aadil

Welcome to the Atlassian community!

Live chat is now available for Jira Service Management Standard, Premium or Enterprise plan. You can find more details here https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-live-chat/

Cheers!

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Hi @aadil,

The Live Chat feature requires a paid JSM plan (Standard, Premium, or Enterprise) with Rovo enabled. You most likely saw it during a trial period — once the trial ended and your instance reverted to the Free plan, the feature was removed automatically.

If you upgrade to a paid plan, you can re-enable it by:

Enabling Rovo/AI in Atlassian Administration → Platform Experience

Going to Space Settings → Portal and adding a Rovo agent

Giving the agent the Live Chat skill

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@Aadil -

As previous replied from other people, the issue is depend on your subscription plan of JSM. Many of the new functionality are only available in the PAID plan and unfortunately not opened to the Free subscription.

Best, Joseph

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Putting it all together:

1. Ensure AI is enabled

2. Add a Rovo agent to the portal (space settings > Portal > add agent)

3. Customize the agent to have the skill for live chats. This will enable it for the space.

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Hi @Andrea Robbins

This is not possible on a free instance, as there is no Rovo

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Hello @Aadil

In your Atlassian administration go to platform experience and enable the beta features. If even after that is not appearing, the feature is still in rollout phase.

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Live chat needs Rovo, and on free instances there is no Rovo.

Live Chat is also stated for paid subscriptions only.

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0 votes

Oh thanks a lot for the quick reply

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Live chat feature for service desk customers

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