Enabling live chat for users
Administrators can configure BMC Helix Chatbot to provide live chat capability to users. A live chat enables users to have real-time conversations with support agents if BMC Helix Chatbot cannot understand the user's queries or provide sufficient information to respond to the user's request. When users start a live chat, they are routed to a support agent through the live chat capability of BMC Virtual Chat. Users can start a live chat from the web UI of BMC Helix Chatbot only.
To know the benefits of the live chat capability, see Leveraging live chat capability. For more information about the live chat capability in BMC Virtual Chat, see .
Before you begin
BMC Virtual Chat
Ensure that you have BMC Virtual Chat version 9.1.02.00 VC_910200_2019FEB13_CU_ALL or later so that the live chat requests are routed to support agents. For more information about installing and licensing BMC Virtual Chat, see .
If you previously implemented BMC Helix Chatbot, you must update the Live AgentChat - Login dialog nodes in the IBM Watson Skills. The updated Live AgentChat - Login dialog enables your users to be routed automatically to the appropriate support queues that are available in BMC Virtual Chat. For information about configuring the Live AgentChat – Login dialog nodes, see Configuring the live chat dialog nodes in IBM Watson Assistant Skills.
(If you want BMC Helix Chatbot to automatically localize messages in a live chat)
BMC Virtual Chat
Ensure that you have configured the language settings in BMC Virtual Chat. For more information, see
in BMC Virtual Chat documentation.
If you enable real time translation in BMC Helix Chatbot, you must enable the automatic language translation setting in BMC Virtual Chat for a seamless experience of handling language translation.
To configure BMC Helix Chatbot for enabling live chat
You can configure BMC Helix Chatbot to connect with BMC Virtual Chat. When users start a live chat, they are authenticated and routed to a support agent through the live chat capability of BMC Virtual Chat.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Configure My Server > Virtual Chat Configuration.
In Virtual Chat Configuration, expand Authentication and provide the following information:
Field Name Action BMC Remedy Mid Tier URL
Enter the Tomcat URL where BMC Virtual Chat is deployed.
For example, https://calbro.com
Important: Do not enter the ESChat URL.
AR Administrator User Enter the user name of AR Administrator account. AR Administrator Password Enter the password of AR Administrator account. AR System Server URL
Enter the URL of the Remedy Action Request (AR) System server REST API that contains the Jetty port number.
For example, https://calbro-arapi.com
Test Test the connection to Virtual Chat application by using the configuration settings that you provided. If there is a connection error, the configuration settings are not saved and an error message is displayed.
BMC Helix Chatbot is configured to connect to BMC Virtual Chat, and enable users to escalate their issues to support agents by using live chat.