This documentation supports the 19.11 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.08 from the Product version menu.



Configuring BMC Helix Business Workflows to work with Live Chat

As an administrator and a case business analyst, you can configure BMC Helix Business Workflows to work with Live Chat so that case agents can communicate with users through chat and resolve user requests.

Before you begin

  • Ensure that you have access to Live Chat 19.11.
    You can configure BMC Helix Business Workflows to work with only Live Chat version 19.11 or later.
  • Ensure that you have Live Chat Administrator role permissions.
    For information about permissions, see Roles and permissions .

To configure Live Chat to work with BMC Helix Business Workflows

You must perform the following tasks to configure BMC Helix Business Workflows to work with Live Chat:

TaskProductRoleActionReference
1

BMC Helix Innovation Studio

Administrator

Configure BMC Helix Business Workflows to connect to Live Chat

 
Configure 

BMC Helix Business Workflows to connect to

Live Chat



2

BMC Helix Innovation Studio

Administrator

Configure the BMC Helix Digital Workplace Advanced application credentials so that users can view knowledge articles shared by the case agents through the  BMC Helix Digital Workplace Advanced application UI.

3

Live Chat

Administrator


Create support queues so that you can assign case agents to support queues.

By using support queues, you match case agents to the topics in which they have expertise.

Create a support queue

4

Live Chat

Administrator


Create topics so that you can assign case agents to topics based on their subject matter expertise.

Define support queue topics

5

Live Chat

Administrator


Assign case agents to a queue.

Assign an agent to a support queue

6

Live Chat

Administrator


Grant ESChat_Agent permission to case agents so that case agents can chat with the users.

  Roles and permissions


To configure BMC Helix Business Workflows to connect to Live 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 specify the following fields:

    FieldDescription
    BMC Remedy Virtual Chat URL

    Enter the Tomcat URL where Live Chat is deployed.

    For example, http://<HostName>:<portNumber>

    AR Administrator UserEnter the user name of the AR Administrator account.
    AR Administrator PasswordEnter the password of the AR Administrator account.
    AR System Server URL

    Enter the URL of the Remedy Action Request (AR) System server that contains the Jetty port number.

    For example, http://<AR server HostName>:<jetty port>

    Test

    Test the connection to Live Chat.

    If there is a connection error, the configuration settings are not saved and an error message is displayed.

  4. Click Save.

To configure the BMC Helix Digital Workplace Advanced application credentials

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.

  2. Select Configure My Server > Digital Workplace.

  3. In Digital Workplace, expand General and specify the following fields:

    FieldDescription
    Digital Workplace URL
    Enter the following URL:

    http://<dwpHostName>:<portNumber>/dwp/app

    Note: The Digital Workplace URL must contain the server and port details.
    Digital Workplace User

    Enter the user name for the BMC Helix Digital Workplace Advanced application.

    Digital Workplace Password

    Enter the password for the BMC Helix Digital Workplace Advanced application.

  4. Click Save.

Related topic

Assisting users by using Live Chat




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