Rovo chatbot not visible to external customers in support portal

[Marcia Isabel Mota]

Hi ,

I have enabled Rovo in our support portal and connected it to Confluence, where we store our manuals and FAQs.

Currently, our agents can see and use the chatbot within the portal area. However, our external customers are not able to see or access the chatbot.

Could you please clarify:

- How can we enable this functionality for external customers in the support portal?

- Is there a way to make it available with the same performance and experience as Rovo for internal users?

Thanks in advance for your help.

Best regards,

Márcia Isabel

[Maja Vallin · Accepted solution]

There's a suggestion raised on this and it seems to be rolling out. There's a lot of helpful answers in the comments of this suggestion:

https://jira.atlassian.com/browse/ROVO-119?focusedId=3731631&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel

[Marcia Isabel Mota]

Hi,

Thanks for your response and for sharing the suggestion link.

I understand that the functionality is currently in rollout and not yet generally available for external customers in the support portal.

We will follow the ticket for updates and review the comments for any interim solutions.

Thanks!

[Dr Valeri Colon _Connect Centric_]

@Marcia Isabel Mota welcome to the community. @Maja Vallin is leading you on the right path, this is a known limitation. Rovo in JSM is primarily designed for internal users (agents), and support for external customers in the portal is still rolling out and not fully available yet.