Apart from the default BMC Helix Chatbot web UI, end users can use communication channels such as Slack, Microsoft Office Teams, Skype for Business, and Twilio to initiate chat conversations. To ensure the ease of use for end users, BMC Helix Chatbot provides various use cases that are available across communication channels. However, based on their limitations, the communication channels might support these use cases in different ways. For example, BMC Helix Chatbot web UI displays assets as cards whereas Slack displays assets as options.
Functionalities supported by communication channels
The following table lists the functionalities that BMC Helix Chatbot provides and the ways in which different communication channels support these functionalities:
| Functionality | BMC Helix Chatbot web UI | Microsoft Office Teams | Slack | Skype for Business | Twilio |
|---|---|---|---|---|---|
Displaying chatbot responses in a chat | |||||
Configure the maximum number of option buttons that are displayed in a chat. | Number of option buttons is configurable. |
When you click Submit, Submitted in the chat is displayed instead of the option that you select. | Maximum number of option buttons displayed is 5. | This is a numbered list and the buttons are displayed as per the channel limitations. | Number of option buttons is configurable, but the maximum limit is 20. |
HTML tags to format chatbot responses | Formatting chatbot responses to be displayed in communication channels | ||||
| Attachments in a chat | |||||
An end user adds an attachment to a service request. | Supported | Supported | Supported | Not supported | Supported |
An end user sends an attachment to a live agent. | Supported | Supported | Supported | Supported | Supported |
| Displaying information from other BMC products | |||||
Display assets from BMC Helix Digital Workplace Advanced. To learn about displaying asset details in a chat, see: | Displays assets as cards. | Displays assets as options. | |||
| Actions on a chat | |||||
Transfer a conversation to another chatbot. |
|
| |||
| End a chat session | The chat is ended when the browser is closed or the idle session timeout event occurs. | The chat is ended when the idle session timeout event occurs. | |||
Cancel a live chat session |
| By typing the /endlivechat command in the chat. | By typing the / endlivechat command in the chat. Note: Enter space after /. | By typing the /endlivechat command in the chat. | By typing the /endlivechat command in the chat. |
Send a chat transcript To learn about chat transcripts, see: |
| By typing send transcript in the chat. | |||
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