How to Start a Conversation

Owned by Barbara Selak
Last updated: May 16, 2023
2 min read

Once you've configured the Jira Service Management with your Infobip account details, you can start receiving and sending messages. In this article, you will learn how to use omnichannel powered by Infobip in your Jira Service Management.

Start a Conversation

Only end-customer can initiate the conversation via omnichannel. The Jira Service Management agent can't start the conversation. When a user starts the conversation, a support request will be created based on a default project and a default request type. All new requests appear in the Jira Service Management queue for new tickets with the format "SMS request from 385*********".

The first (opening) message received from the customer is visible in the description field of the ticket. Support agents can continue the conversation in the OmniChat section. Only one omnichannel conversation can be active per customer and all messages sent by customers will be added to this request under the OmniChat section.

Due to Atlassian limitations, it is not possible to disable the Comments section in the request navigation for omnichannel requests. Sending a message via Comments won't work for omnichannel customers. Also, end-customer won't receive any kind of status notifications when requests change the status. 

Auto-Reply Message

Auto-reply message is set by Jira Service Management administrators. An Auto-reply message is only used for the first message in the conversation thread.

Pause a Conversation 

Only one omnichannel conversation can be active per customer and all messages received from the end customer are added to the active conversation.

Support agents can pause the conversation and make it inactive. Once the conversation is inactive, every new message will open a new request in the Jira Service Management. To inform the customer about the resolution or status change, support agents can activate the conversation again.

Use the pause conversation feature if you expect a high resolution time for requests. With this feature, you can have more open requests with the same customer.

Omnichannel Conversation with e-mail Customers

It is also possible to continue a conversation with e-mail customers via Infobip omnichannel. If support agents already have a phone number or get it during an e-mail conversation, they can add it to the OmniChat panel.

End a Conversation

Once the Support Agent Resolves a Request, it is not possible to send or receive any updates for this request. If the end-user responds or sends a new message after the request is closed, Jira Service Management adds a new request to the queue. Support agents can continue the conversation with the customer by changing the request status to "IN PROGRESS". 

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