Integrating BMC Digital Workplace with BMC Virtual Chat
With BMC Virtual Chat, users can chat with a virtual or a live agent to get answers to their questions. Support agents use the Support Agent Console to chat with business users. They can chat with multiple business users simultaneously, and their conversation is logged to an incident request.
To integrate BMC Digital Workplace with BMC Virtual Chat, perform the following tasks:
|BMC Digital Workplace|
Configure the Chat button to be displayed in BMC Digital Workplace and to launch BMC Virtual Chat in a browser window.
|BMC Virtual Chat|
Configure knowledge articles to open in BMC Digital Workplace, as described in Configuring knowledge articles to launch in BMC MyIT in the BMC Virtual Chat 9.1 documentation. The virtual agent can provide links to knowledge articles. If you do not perform this configuration, the knowledge article links open in BMC Remedy Mid Tier.
The following video demonstrates the steps to integrate BMC Digital Workplace with BMC Virtual Chat.
The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.