Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Integrating a BMC chat application with BMC Helix Digital Workplace

BMC offers multiple chat applications that you can integrate with BMC Helix 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.


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

If your end-users access use mobile devices to access BMC Helix Digital Workplace with BMC Helix Virtual Agent, they must launch BMC Helix Virtual Agent in a browser.

Related topics

From the BMC Virtual Chat documentation:

Configuring knowledge articles to launch in BMC MyIT Open link

Using the Self Service Portal Open link

From the BMC Helix ITSM documentation:

Adding people without using templates Open link

Before you begin

Determine the BMC chat application that you want to integrate with BMC Helix 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 Helix 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 Open link in the Live Chat documentation.

BMC Helix Virtual Agent

Paid license requiredEnd users

See Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows Open link in the BMC Helix Virtual Agent documentation.

Virtual Chat

Included with BMC Helix Digital Workplace Advanced

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

Configure knowledge articles to open in BMC Helix Digital Workplace, as described in  Configuring knowledge articles to launch in BMC MyIT Open link . The virtual agent can provide links to knowledge articles. If you do not perform this configuration, the knowledge article links open in BMC Mid Tier.

  1. Modify the virtual agent query for knowledge to use BMC Helix 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 Helix Digital Workplace 

  1. Configure the Chat button to be displayed in BMC Helix Digital Workplace and launched in a browser window.
  2. In the BMC Helix 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,
  6. (Optional) Change the dimensions of the window.


    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 Helix Digital Workplace.


The video shows an older version of BMC Helix Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.

Required licensing

BMC Helix Digital Workplace Advanced customers are entitled to this feature.

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