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The usage model of the integration is very simple. 

Every time the chat customer starts a conversation using the chat widget:

A message is sent to Slack, consisting of the customer's message, their identity and issue key of the created JSD request:

To respond to the customer, start a thread for this message and simply respond to it in this thread. 

This will cause your message to be passed back to the customer:

In addition to passing messages between Slack and Chat conversations, Slack channel will be notified about chat-related issues being resolved.

In order to be able to send messages to chat customer, your Slack user identity must be mapped to your Jira identity. This can either happen automatically or require using a slash command

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