This documentation supports the 20.08 version of BMC Digital Workplace Advanced, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product Version menu.

Integrating a BMC chat application with BMC Digital Workplace

BMC offers multiple chat applications that you can integrate with BMC Digital Workplace. By using these chat applications, your users can get answers to their questions by chatting with a virtual agent or a live agent. Live agents use the Support Agent Console to chat with users. They can chat with multiple users simultaneously, and their conversation is logged to an incident request.

Important

The current user interface supports three different chat applications: Live Chat, Virtual Chat, and Chatbot. You can choose and configure any of these products to suit your business need. 

Related topics

From the BMC Virtual Chat documentation:

Configuring knowledge articles to launch in BMC MyIT

Using the Self Service Portal

From the BMC Remedy IT Service Management Suite documentation:

Adding people without using templates

Before you begin

Determine the BMC chat application that you want to integrate with BMC Digital Workplace. The following table outlines the requirements to three chat applications that BMC has:


Licensing requirement

Applicable personaPre-configuration steps

Live Chat

Included with BMC Digital Workplace Advanced

End users (through the Self Service Portal) and agents (through Smart IT and BMC Helix Business Workflows)

See Accessing and navigating Self Service Portal in the Live Chat documentation.

Chatbot

Paid license requiredEnd users

See Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows in the BMC Helix Chatbot documentation.

Virtual Chat

Included with BMC Digital Workplace Advanced

End users (through the Self Service Portal) and agents (through Support Agent Console)

Configure knowledge articles to open in BMC Digital Workplace, as described in  Configuring knowledge articles to launch in BMC MyIT . 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.

  1. Modify the virtual agent query for knowledge to use BMC Digital Workplace instead of the mid tier.
  2. Update the Self Service Portal configuration for knowledge.
  3. Refresh the servlets.

To integrate BMC chat applications with BMC Digital Workplace 

  1. Configure the Chat button to be displayed in BMC Digital Workplace and launched in a browser window.
  2. In the BMC Digital Workplace Admin console (http://server:port/dwp/admin), select Configuration, and then click Application Features.
  3. In the Features table, select Virtual Chat.
  4. Under Configuration on the left side of the window, click Virtual Chat.
  5. In the Virtual Chat URL field, specify the URL to be connected to the BMC chat application on your environment.
    The standard URL format is http://midTierServerName:portNumber/eschat/ (for example, http://cal-server-mt.calbro.com:8080/eschat/).
  6. (Optional) Change the dimensions of the window.

    Important

    The default size for the chat window is 540 x 800 pixels. The minimum required size is 540 x 670 pixels. Reducing it may prevent the chat window from functioning as expected.
  7. Click Save.

 The following video demonstrates the steps to integrate BMC Virtual Chat with BMC Digital Workplace.

Important

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.

 https://youtu.be/9k8BUevosoQ

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