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.

Using live chat to escalate issues to support agents

As an end user, you can use live chat to escalate your issues to support agents. A live chat enables you to have real-time conversations with support agents if BMC Helix Chatbot cannot understand your intent or provide sufficient information to resolve your request. When you start a live chat session, BMC Helix Chatbot routes you to a support agent through the live chat capability of BMC Virtual Chat.

Before you begin

Ensure that the administrator has configured BMC Helix Chatbot to connect with BMC Virtual Chat. For more information, see Configuring BMC Chatbot to enable live chat for users.

To start a live chat with the support agent

  1. Open the chatbot window.
  2. Start a chatbot conversation to seek resolution for your issue.
    BMC Helix Chatbot searches various knowledge repositories, such as the knowledge base or corporate portal, and returns a solution. 
  3. If you are satisfied with the response, close the chat session. 
  4. If you are not satisfied with the response and want to chat with a support agent for additional assistance, the chatbot conversation displays the following message:
    Sorry that information did not help.  To help resolve your issue you can start over and rephrase your question, or I can create a Service Desk Request, or I can transfer your chat to a Live Agent.  Which one would you like?
    In this case, type transfer to live chat in the chatbot conversation.
  5. Select the appropriate topic related to your query. If topics and support queues are configured, the chat is transferred to a subject expert agent. BMC Helix Chatbot routes your issue to a support agent through the live chat capability of BMC Virtual Chat. 
  6. During your live chat session with a support agent, you can perform the tasks as described in the following table:

    ActionDescriptionInstructions

    Cancel live chat request

    You can cancel the live chat request at any point during the conversation. Cancelling the live chat request is supported by the BMC Helix Chatbot web UI and other supported chat channels. 

    After the live chat request is cancelled, the following message is displayed:

    The transfer to a Live Agent has been cancelled and you are now reconnected with Chatbot name.

    If a support agent was assigned to your request, the agent is notified when you cancel the request.

    In the chat window, perform one of the following actions:

    • (For BMC Helix Chatbot web UI)
      Click the  icon and click End Live Chat
    • (For Slack, Skype for Business on-premises, Microsoft Office 365 Teams, and SMS)
      Type /endlivechat

    Tips to use the /endlivechat command

    • When you use Slack as a chatbot channel, you must add a space (" ") before the /endlivechat command.
      Example: " /endlivechat"
    • The command is not case sensitive.
    • Real-time translation cannot be used to localize this command.
    • If the command is typed incorrectly, a help text message is shown with the correct set of available commands.
    • If the command is typed outside the scope of a live agent session, it is considered as a regular input text by the end user and does not behave like a command.
    Upload an attachment

    You can upload an attachment during a chat conversation with the chatbot or a support agent. Ensure that you have the latest version of the BMC Virtual Chat patch that is compatible with the BMC Helix Platform version.

    Note: When you chat with a support agent by using Skype for Business on premises, you cannot upload attachments to the chat.

    In the chat window, perform one of the following actions:

    • Draft the file that you want to attach to the chat window.
    • Click the icon.

    Request for the chat transcript

    You can request for a transcript of your chat. 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 knowledge articles, if any.

    • If you request for the chat transcript after cancelling or closing a live chat session, the chat transcript is sent in one file that includes the conversation with the chatbot and support agent.
    • If you request for the chat transcript and some messages are lost, for example, because of network issues, these messages might be captured in the chat transcript.

    In the chat window, click the  icon and then select the Send transcript check box, as shown in the following image:

Related topic

Leveraging live chat capability

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