After the administrator has enabled chat for a service, you can resolve issues by submitting the service requests directly from chatbot conversations. For example, you can submit your leave requests for PTO service.
If the administrator has configured BMC Helix Chatbot for localization, you can interact in any of the supported languages. To view the list of supported languages, see Localizing chatbot conversations by using real-time translation.
If there are multiple chatbots, you can also transfer a conversation from one chatbot to another.
Request for the chat transcript by using any of the following options:
By entering I need the transcript of the chat in the chat.
After you enter the phrase in the chat, you can specify when do you want the transcript. If you specify that you want the transcript now, the chat is over and you get the transcript on the email ID that is registered with your organization. If you specify that you want the transcript later, the chat continues, and you get the transcript after the chat is over.
The following image shows how the bot prompts a user to specify when the user wants the chat transcript:
Notes
During a chat conversation, you can request for a transcript of the current chat only and not a previous chat conversation.
In the transcript, you can view the entire chat conversation, and other details such as date, time, and name of attachments, if any.
BMC Helix Chatbot creates a service request according to the information you provided in the chatbot conversation, and returns the status of your service request with the parameters, such as Service Request ID, Order ID, Status, cost for the service. If a turnaround time is defined for the service, then that time is also returned in the status.
If there are multiple chatbots in your organization, and conversation transfer is enabled between them, a conversation is automatically transferred from one chatbot to another.
You can check the status of all your requests by entering the following options in your chatbot conversation:
Self-service through BMC Helix Chatbot in BMC Digital Workplace Advanced