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BMC Virtual Chat 9.1 ... Administering Setting up notifications and alerts

Defining mail notification settings

BMC Virtual Chat includes a notification process, that notifies agents when a chat session is initiated. Only BMC Remedy Action Request System administrators can define the mail notification settings and agents cannot change the settings.

Following are the types of notifications that agents can receive:

  • Proactive: Email notifications are sent to all agents that have alerts turned on in the Support Agent Console. If no agents have alerts on, an email notification is sent to all agents to ensure that someone has been notified that a new chat session has been initiated.
  • Passive: Email notifications are sent to all agents that have alerts turned on in the Support Agent Console. If no agents have alerts on, no email notification is sent.
  • None: Email notifications are turned off and not sent to any agent.

To define email notification settings

Note

From BMC Virtual Chat version 9.1.01 and later, the mail notification settings are replaced by the Chat Alerts functionality. For more information about how to install and configure the Chat Alerts application, see Installing and configuring the Chat Alerts application.

  1. Under General Settings in the Virtual Chat Administration Console, click Notification Settings.
    The Chat Message Notification Server Configuration dialog box appears. 

  2. In the Mail Notifications Settings section, set the following options:
    • Chat Notification State: Select Proactive, Passive, or None.
    • Reply To Email Address: Type the support email address for reply emails. This email address is typically the support mailbox.
    • Mailbox Name: Select the mailbox to use when sending BMC Remedy AR System emails. This mailbox is defined when you configure your email settings in BMC Remedy AR System.
    • Subject: Type the subject of the email (for example, New Chat Arrived).
    • Body Text: Type the body text of the email.
  3. (Optional) In the Instant Message Notifications section, specify the URL of the instant message system to which notifications are sent.
  4. Save the changes as follows:
    • Click OK to save the changes and close the console.
    • Click Apply to save the changes and keep the console open.
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Last modified by Aaditi Lakade on Jul 08, 2018
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Setting up notifications and alerts
Defining chat notification settings
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