This documentation supports the 20.02 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.11 from the Product version menu.

Submitting service requests by using chatbot

After the administrator has enabled chat for a service, you can resolve issues by submitting the service requests directly from chatbot conversations. For example, you can submit your leave requests for PTO service.

If the administrator has configured BMC Helix Chatbot for localization, you can interact in any of the supported languages. To view the list of supported languages, see Localizing chatbot conversations by using real-time translation.

If there are multiple chatbots, you can also transfer a conversation from one chatbot to another.

Before you begin

  •  When you use Microsoft Office 365 Teams as a chatbot channel, to ensure that you can see the chatbot as a contact, from Microsoft App Store, ensure that you have added the chatbot application for self. 
    The following image is an example of adding a chatbot application for self:


  • To interact in one of the supported languages, ensure that you change your browser locale.
  • When you use Slack as a chatbot channel, if you want to interact with BMC Helix Chatbot in one of the supported locales, in addition to changing the browser locale, you must also change the language settings in these applications. 

To submit service requests from chatbot conversations

  1. Initiate the chatbot conversation and type your query. 
    For example, I need time off.
  2. Provide additional details for your request.
    • If you are presented with multiple options, select the desired option from the list of options presented in the interactive chat. 
      For example, sick leave as shown in the following screen capture:
    • If you are not presented with any options, type your request details.
    • Request for the chat transcript by using any of the following options:

      • By entering I need the transcript of the chat in the chat. 
        After you enter the phrase in the chat, you can specify when do you want the transcript. If you specify that you want the transcript now, the chat is over and you get the transcript on the email ID that is registered with your organization. If you specify that you want the transcript later, the chat continues, and you get the transcript after the chat is over.
        The following image shows how the bot prompts a user to specify when the user wants the chat transcript:

      • By clicking  and then selecting the Send transcript check box . After the chat is over, the transcript is sent to your email ID that is registered with your organization.

      Notes

      • During a chat conversation, you can request for a transcript of the current chat only and not a previous chat conversation.

      • In the transcript, you can view the entire chat conversation, and other details such as date, time, and name of attachments, if any.

  1. Verify the request details and confirm to submit a request.

BMC Helix Chatbot creates a service request according to the information you provided in the chatbot conversation, and returns the status of your service request with the parameters, such as Service Request ID, Order ID, Status, cost for the service. If a turnaround time is defined for the service, then that time is also returned in the status.

Transfer of conversation between multiple chatbots

If there are multiple chatbots in your organization, and conversation transfer is enabled between them, a conversation is automatically transferred from one chatbot to another.

  • If the chatbot that you are interacting with is unable to answer your query, the chatbot automatically transfers the conversation to another appropriate chatbot, as shown below:



  • If the chatbot is not trained to automatically transfer conversations, you can manually transfer to the relevant chatbot as shown in the following image:



You can check the status of all your requests by entering the following options in your chatbot conversation: 

  • Show status of all my open requests
  • Show status of all my closed requests
  • Show status of all in-progress requests

Related topics

Self-service through BMC Helix Chatbot in BMC Digital Workplace Advanced

Orientation

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