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.

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  BMC Virtual Chat

Before you begin

ProductTask

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  Performing the installation .

IBM Watson

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  Setting language options and translation  in BMC Virtual Chat documentation. 

Best practice

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.  

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Configure My Server > Virtual Chat Configuration.
  3. In Virtual Chat Configuration, expand Authentication and provide the following information:

    Field NameAction
    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 UserEnter the user name of AR Administrator account.
    AR Administrator PasswordEnter 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

    TestTest 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.
  4. Click Save.


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.

Related topics

Leveraging live chat capability

Troubleshooting live chat issues


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Comments

  1. Navneet Pare

    Instructions for 'Task 1: To configure BMC Helix Chatbot for enabling live chat' are not clear.

    BMC Remedy Mid Tier URL: Should this be ------------------------------------------------------------- https://: or https://:/eschat

    AR System Server URL: Is this the AR REST API url? Should this be
    --------------------------------------------------------------------------------------------- https://:/something

    Sep 09, 2020 09:19
    1. Aaditi Lakade

      Hello Navneet Pare

      Thank you for pointing this out. The following are the URLs you should enter:

      • BMC Remedy Mid Tier URL - This is not the ESChat URL. 
      • AR System Server URL -  Yes, this is the AR System REST API URL. 

       I have updated the docs with these details and an example. 

      Aaditi

      Sep 10, 2020 01:27