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.

Troubleshooting live chat issues

This topic describes how to resolve issues that you might encounter while using live chat.

ErrorDescription
13517 - The dialog for transferring to a live agent is missing from the IBM Watson skill. Search BMC Support Central with this error code for instructions on how to create the missing dialog.

If you are an existing BMC Helix Chatbot user, you must configure IBM Watson to include a newly-added dialog Live AgentChat – Login. The dialog enables users to access the topics that are configured 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.

Insufficient privileges or invalid login to connect to agent. Please check with Administrator.

When you change the authorization or authentication model in BMC Virtual Chat and the end user tries to connect to a live agent, the error is displayed in the chat window for the end user.

As an administrator, in BMC Helix Innovation Studio, go to Administration > Configure My Server > Virtual Chat Configuration and enter the new credentials.

Related topic

Leveraging live chat capability

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