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Chat for Jira Service Management allows you to set up integration between Jira and your WhatsApp Business Platform. Your customers can reach out to you via WhatsApp messages, and your Support Team will be able to handle such tickets directly in Jira Service Management.
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If you fail to reply within 24 hours, you can’t reply to the customer until they send another message, reopening the 24-hour window. The 24-hour period restarts every time the customer sends a message.
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If you reply after 24 hours through the Chat Dashboard or Jira ticket, your comment will be added to the ticket, but the customer will not receive the reply on WhatsApp. |
At the moment, sending Message Templates is not supported by Chat for Jira Service Management. We are in the process of gathering users' interest in this feature and investigating the technical feasibility to handle of handling the current WhatsApp limitation.
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