Configuring BMC Remedyforce Chat

Remedyforce Chat enables clients to chat with a staff member for assistance. Staff users can assist clients through a chat conversation in the following ways:

• Answer clients' queries
• Provide help with service request selections
• Share knowledge article links or help troubleshoot issues by providing steps for resolution

An administrator can designate staff members who provide help to clients by using chat. When any of the staff members configured for chat are logged on to the Remedyforce Console tab and their status is marked as available to chat, a client request for chat assistance is assigned to one of them. 

Supported modules

Clients can chat with staff users from the following modules:

• Self Service 3.0
• Self Service on Salesforce Mobile App (Self Service mobile app)
• Experience Cloud sites

Overview of BMC Remedyforce Chat

The following graphic provides an overview of configuring BMC Remedyforce Chat:

Videos

The following table lists videos that explain the Remedyforce Chat feature. These videos show an older version of BMC Helix Remedyforce. Although there might be minor changes in the UI, the overall functionality remains the same.

To enable BMC Remedyforce Chat for clients

When you enable Remedyforce Chat, a client can contact a staff member to chat with for assistance. When Remedyforce Chat is enabled, the Remedyforce Chat header is displayed to the client at the bottom of the Self Service page. In the Self Service mobile app, the Chat icon () is displayed on the Home screen.

Perform the following steps:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.
   

3. In the Remedyforce Chat section, perform the following actions:

   • To enable Remedyforce Chat in the Self Service site, select the Enable Chat for Self Service web portal check box.
     The Self Service site can be accessed from the Remedyforce Self Service tab.
   • To enable Remedyforce Chat in the Self Service mobile app, select the Enable Chat for Self Service Mobile check box.

   Your settings for client accounts and the Pre-Chat form are applicable to Remedyforce Chat in the Self Service site and the Self Service mobile app. 

4. Select All Accounts to enable Remedyforce Chat for all client accounts.
5. Select Selected Accounts to enable Remedyforce Chat for selected client accounts.
6. (Optional) Select the Enable Pre-Chat form check box to enable clients to enter a category and their query before initiating a chat. If clients select a category on the Pre-Chat form, the chat can be assigned based on suggested owners configured for the selected category.
   This setting, along with the Show 'None of the above' as a Category on the Pre-Chat form setting, is applicable to Remedyforce Chat for the Self Service website and the Self Service mobile app.
   
   
7. (Optional) Select the Show 'None of the above' as a Category on the Pre-Chat form check box to enable clients to select None of the above as an option from the Category list on the Pre-Chat form. If clients select this check box, the chat is assigned to any available staff member.

To enable BMC Remedyforce Chat for clients of Experience Cloud sites, see Configuring-Lightning-Web-Components.

To enable Remedyforce Chat for staff members

Remedyforce Chat enables a staff member to chat with clients and resolve their queries. An administrator can enable Remedyforce Chat for a staff member by selecting the Chat User check box on the User Edit page. For instructions, see Salesforce help

To enable the staff member to received chat requests, ensure that the Enable Chat and ServiceDesk Staff check boxes are selected on the User Edit page.

Staff members must set their status as available to chat with clients.

By default, a staff member can chat only with one client at a time. To enable staff users to chat with multiple clients, see To enable staff users to chat with multiple clients.

At the end of a chat session, a staff member must create a new incident record or link the chat to an existing incident. For more information, see Creating-an-incident-from-a-client-chat.

For more information, see Assisting-clients-via-Remedyforce-Chat.

To enable staff users to chat with multiple clients concurrently

If you allow staff users to chat with multiple clients simultaneously, clients don't have to wait a long time to get help.

Perform the following steps:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.
3. In the Remedyforce Chat section, select a value for Maximum chat sessions per staff.
   
   The default value is 1. A staff user can chat with a maximum of 10 clients at once. Staff users can respond to chat requests initiated from the following applications:
   • Self Service 3.0
   • Experience cloud sites
   • Remedyforce mobile- Self Service

At the end of a chat session, a staff member must create a new incident record or link the chat to an existing incident. For more information, see Creating-an-incident-from-a-client-chat.

Chat assignment

The chat assignment to staff member differs based on the availability of the Pre-Chat form and suggested owners configured for the category enabled for Remedyforce Chat.

Chat assignment with suggested owners configured for categories

If you have enabled the Pre-Chat form, you must configure staff members as suggested owners for the categories that are enabled for chat. For more information, see Configuring-suggested-owners.

When a client initiates a chat after selecting a category on the Pre-Chat form, the chat is assigned to the suggested owners of that particular category. If the multiple suggested owners are configured for that category, the chat is assigned to the staff member whose previous chat ended first.

The chat is assigned only to a suggested owner of the category selected by the client on the Pre-Chat form.

Note the following important points:

• If client selects Hardware as a category on the Pre-Chat form, but you have not configured any suggested owner for Hardware—in this case, although a staff member who is a suggested owner for the Network category is available to chat, the client receives the message All staff members are currently busy. Click Try again to retry..
• In the same scenario, the chat is not assigned to an available staff member even if available staff members are not configured as suggested owners for any categories.
• If a client selects None of the above as a category, the chat is assigned to any available staff member including the ones who are configured as suggested owners for any category.
• While defining suggested owners, ensure that the criteria for Category field is in this Category= <Category Name> format.

The following table provides an example for the scenario described:

The chat is assigned to staff member who is configured as a suggested owner by using the criteria mentioned for suggested owner 2, because the category matches the category selected on the Pre-Chat form.

Considerations for configuring Remedyforce Chat

Note the following important points about the Remedyforce Chat feature:

Viewing information about chat sessions

For quick access to information about chat sessions, you can view the BMC Remedyforce Chat Dashboard on the Dashboards tab and view the Chat Sessions by Account and Category report from the Reports tab. Based on your requirement, you can enable the staff members to view the BMC Remedyforce Chat Dashboard. For more information, see Viewing-the-BMC-Remedyforce-Chat-dashboard.

Related topics

Viewing-the-BMC-Remedyforce-Chat-dashboard

Accessing-predefined-reports