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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
The Chat for JSM's visibility settings allow lets you to control the visibility of the Chat Widget on your Jira customer portal and/or external website. You can choose to make the Chat Widget always visible, or only visible at specific times. You can also hide the Chat Widget when all support agents are offline.
All the different options are bundled under one category on the Visibility Schedule page, which can be accessed by opening the related project and clicking Project Settings > Chat Settingsfor JSM > Visibility Schedule.
Widget is always visible – This allows users to initiate a chat at any time, which can be especially useful if you offer chat support 24/7, as users will always have the option to chat with someone if they need help.
Widget is visible at specified times – Here you can select when you want the Chat Widget to be visible. If you only offer chat support during certain hours, it can be frustrating for users to see the chat widget and not be able to use it. By hiding the widget when chat is not available, you can avoid this frustration. When selecting this option, you can now choose between two methods:
Time zone – You can set the widget to be visible during specified times based on a particular time zone, such as Central European Time or Eastern Time.
Customer time – The widget can be shown based on the local time of the customer visiting your website. This is particularly useful if you support customers across multiple close time zones and want to display the widget only during their working hours. By tailoring the widget's visibility to your customers' local time, you reduce the likelihood of receiving support requests outside your team's operating hours.
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Recommendation – To further minimize customer frustration, we recommend using this feature together with the option to Hide widget when all Support Agents are offline. |
Hide widget when all Support Agents are offline – This can be useful if you don’t want to offer chat support outside of certain hours, or if you do not have sufficient staff available to handle chat inquiries at all times. This can help to manage customer expectations and prevent potential frustration if they try to initiate a chat and are unable to connect with a support agent.
Managing Agent Online Schedule
Support agents can manage their own online schedules on the Chat Dashboard.
By clicking the 
“agent” icon, which is located on the right-hand side of the dashboard, support agents can view their online/offline status (red when offline, green when online), manage their online schedule, and see visible online agents.
Clicking the Edit my online schedule button will reveal the My Online Schedule screen. Here, support agents can schedule times of the day when they are online. Keep in mind that manual online status changes override the schedule until the next trigger time.
Sometimes, agents might forget to get themselves offline when they are unavailable (e.g., they go home). In such cases, if you are the project administrator and Jira administrator, you can put these agents offline yourself. This is done through the Visible Online Agents list. To put an agent offline, just hover over their name and then click the "door" icon ( ).