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

To configure BMC Live Chat to work with BMC Helix Business Workflows

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

TaskProductRoleActionReference
1

BMC Helix Innovation Studio

Administrator

Configure BMC Helix Business Workflows to connect to BMC Live Chat

 
Configure BMC Helix Business Workflows to connect to BMC 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

BMC 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.

Setting up support queues Open link

4

BMC Live Chat

Administrator


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

Setting up support queues Open link



5

BMC Live Chat

Administrator


Assign case agents to a queue.

Setting up support queues Open link



6

BMC Live Chat

Administrator


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

  Roles and permissions Open link

To configure BMC Helix Business Workflows to connect to BMC Live Chat

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Virtual Chat.

  3. In Virtual Chat Configuration, expand Authentication and specify the following fields:

    FieldDescription
    BMC Virtual Chat API endpoint URL

    Enter the Tomcat URL where BMC Live Chat is deployed.

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

    AR System administrator UserEnter the user name of the AR Administrator account.
    AR System administrator passwordEnter the password of the AR Administrator account.
    AR System server API endpoint 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 connection

    Test the connection to BMC Live Chat.

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

  4. Expand Additional settings, and specify the following fields:
    • Administrator key: Unique to identify the administrator user.
    • Company: Name of the company.
  5. 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 Cognitive and Chatbot > 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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