This documentation supports the 20.08 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 20.02 from the Product version menu.

20.08 enhancements

BMC Helix Chatbot provides a self-service solution for users to resolve their issues. It provides support by interacting with users through natural language, understanding the conversation context, and performing tasks on behalf of the user.

Review the BMC Helix Chatbot 20.08 enhancements for features that will benefit your organization and to understand changes that might impact your users.

The following video (2:32) provides a summary of the some of the new features and enhancements in BMC Helix Chatbot version 20.08:

Import services with dependent questions from BMC Helix Digital Workplace Advanced to BMC Helix Chatbot

As an application business analyst, you can perform the following actions when enabling services from BMC Helix Digital Workplace Advanced for chat:

  • Enable chat for services that include dependent questions so that end users can easily request for services by using the chatbot. 

  • Populate default answers to service-related questions or modify them when you enable services for chat.

    You can also enable the end users to change the default answer at run time. 

To know more about services with dependent questions and how to use the default answers, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.

Add service options in the chatbot welcome message 

When you set up a chatbot, you can configure the welcome message in the following ways:

  • Add service suggestion buttons to the welcome message so that end users can view the services and click the button to initiate a service immediately.
  • Add a welcome message with line breaks.
  • Show or hide the end user's name in the welcome message.

For more information, see To add service option buttons in the welcome message.

Integrate with BMC Helix Cloud Cost to show cost optimization recommendations in a chat

A BMC Helix Chatbot administrator can integrate BMC Helix Cloud Cost with BMC Helix Chatbot. A BMC Helix Cloud Cost administrator can use this functionality to request for budget recommendations for a business service or resource pool in a chat. The administrator can then analyze the available recommendations and take actions on them through the chat conversation.

The following images show how a BMC Helix Cloud Cost administrator can view the recommendations in a chat:

For information about the integration process, see Enabling integration with BMC Helix Cloud Cost.

Customize chatbot menu for multiple lines of business

As a developer, you can customize multiple chatbots to open from a menu or customized chatbot icon in your web applications. You can leverage the following capabilities when you embed multiple chatbots:

  • Add multiple chatbots in a single chatbot icon in a contextual menu
  • Customize the chatbot icon and chatbot contextual menu icons
  • Add multiple chatbots in your own web application's contextual menu

For more information, see Embedding BMC Helix Chatbot in external applications.

The following image shows an example of chatbot contextual menu with customized chatbot icons:

Search chatbot reports by location

Location filter on the chatbot dashboard

You can now search the chatbot reports by country, region, site, location, or city to get information about chatbot usage in a specific location.

For example, you can search the chatbot reports by city to get the following information: 

  • Number of chatbot unique users in the specified city. 
  • Number of queries answered or unanswered by the chatbot from the specified city. 
  • Most asked queries by end users in the specified city. 

For more information, see Viewing BMC Helix Chatbot reporting dashboard

Receive attachments from support agents during a live chat session

During a live chat session, an end user can receive attachments from support agents and save them for future reference.

The following images show how attachments are displayed in the BMC Helix Chatbot web UI and Microsoft Teams:


For more information about receiving an attachment from a live chat session, see Using live chat to escalate issues to support agents.

Changes related to locales

The following changes that are related to locales are available in BMC Helix Chatbot:

Support for Danish and Norwegian languages

BMC Helix Chatbot supports Danish and Norwegian languages. When you use BMC Helix Chatbot, you can change your browser locale to view the application UI in these languages.

For a list of supported locales, see Localizing chatbot conversations by using real-time translation.

Set the default locale

Every chatbot must have a default locale, which is used as the preferred language for chatbot conversations in the following conditions:

  • When the end user's language preference is not supported by the chatbot 
  • When real-time translation is not enabled. 

If there is only one language skill available, it is set as the default locale. You can change the default locale if there are Skills with multiple locales in the Chatbot Skills tab. The default locale is also used for translation if real-time translation is enabled.

For more information, see Localizing chatbot conversations by using real-time translation.

Switch to a preferred language in a chatbot conversation

If the administrator has not already set a language, the end user can switch to a preferred language by performing the following steps:  

  1. Type change my language in the chatbot UI.
  2. Select a preferred language.
  3. Click Yes to confirm. 

The user is logged out. After logging in again, the user can chat in the selected language.

The following image shows how a user can switch to a preferred language in a chatbot conversation:

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