Can the Live Chat feature also be used as a chat without a live response?

Blijke Schipper

We are currently using Whatsapp to talk with students, but we want to change to a system that is more organised. Preferably within Jira so we can see all communication within one tool. We want a chat function, but where it's possible to reply a few hours later.

Germán Morales

Hi @Blijke Schipper ,

It can fall back to asynchronous support, but it does not remain an open human chat like WhatsApp. Jira Service Management Live Chat is designed for real-time conversations. If no agent responds in time, Jira still creates a work item containing the context from the student’s conversation with Rovo.

Your team can reply a few hours later from that work item using Reply to customer, and the student can continue through the normal request channel. Once a live chat is ended, any new messages in the chat window are handled by Rovo rather than the human agent.

For your use case, use portal or email requests as the default asynchronous channel, and make Live Chat visible only while an agent is available.