Embedding the chatbot icon
You can embed the chatbot icon in all the end-user console screens so that internal and external users can launch the chatbot from this icon for self-service.
You can embed the chatbot in the following ways:
By enabling the out-of-the-box chatbot floating icon—Follow the instructions in this topic to embed the chatbot icon.
- By creating custom pages—For more information, see Embedding-custom-pages-from-BMC-Helix-Innovation-Studio-or-external-sites.
Customizable properties and default values
Property | Default | Recommended values |
|---|---|---|
Chatbot avatar |
|
|
Chatbot position | Bottom right corner | Not applicable |
Chatbot button and border colors |
| Not applicable |
Chatbot tooltip | Launch chatbot | Launch chatbot If the chatbot locale is selected, the default or the custom tooltip is also localized. |
Supported and unsupported scenarios
- Multiple chatbots—If you have multiple chatbots, you can embed and customize only one chatbot icon.
- Company-specific setting—The chatbot icon can be embedded at the company-level.
- Users—Internal and external users can launch the chatbot from the chatbot icon.
Before you begin
Make sure that you have completed the following tasks:
Product | Task |
|---|---|
BMC Helix Innovation Studio | To make sure that the chatbot panel opens after the chatbot icon is clicked, make sure that you add the BMC Helix Digital Workplace application URL in the iframe security settings from the Administrator tab.
|
BMC Helix Innovation Studio | Make sure that you have the 30-character Id (Bot ID) of the chatbot that you want to launch. To get the bot ID, from the Workspace tab, navigate to the chatbot, and open and copy the chatbot JSON as shown in the following example:
|
Process to embed the out-of-the-box chatbot icon
The following table describes the tasks to embed the out-of-the-box chatbot icon:
Task | Description | Reference |
|---|---|---|
1 | Configure the chatbot that you want to launch after clicking the chatbot icon. | |
2 | Enable the chatbot icon | |
3 | (Optional) If you want to customize the chatbot icon properties |
Task 1: To configure the chatbot to be launched after clicking the floating icon
- Log in to the BMC Helix Digital Workplace Admin console and click Configuration.
- From the list of configurations, select Chat.
On the Chat panel tab, from the Technology list, select Helix Virtual Agent.
- In Innovation Suite URL, enter the URL of the BMC Helix Innovation Studio instance on which the chatbot is configured.
- In Bot Id, enter the chatbot ID that you procured earlier.
- Click Save.
Task 2: To enable the chatbot icon
After you have integrated BMC Helix Virtual Agent with BMC Helix Digital Workplace, you enable the chatbot icon so that it is displayed on all the pages of BMC Helix Digital Workplace client application.
- Log in to the Admin console and click Configuration.
- From the list of configurations, select the Helix Virtual Agent checkbox.
- Save the setting.
(Optional) Task 3: To customize the chatbot icon properties
- Log in to the Admin console and click Configuration.
- From the list of configurations, select Chat.
- On the Chat panel tab, from the Technology tab, select Helix Virtual Agent.
- (Optional) To enable end users to receive broadcasts in Microsoft Teams through BMC Helix Virtual Agent, select the Enable broadcast-style notifications checkbox.
- In the Avatar customization section, customize the following properties:
- Chatbot icon—If you want to upload a custom chatbot icon, click Attach file and attach the file.
- Avatar position—Select one of the following chatbot icon positions:
- Start—Bottom left corner
- End (default value)—Bottom right corner
- Button color—Specify the chatbot icon button color.
- Border color—Specify the chatbot icon border color.
- Show Tooltip—Select whether you want to display the chatbot tooltip.
- Tooltip message—If you selected to show the tooltip, specify the tooltip message.
You can specify a a localized tooltip message. - Locale—Select the locale of the chatbot tooltip that you added earlier.
- Click Save or click Reset to default. Reset to default applies these default values.
Troubleshooting
Chatbot icon is not displayed
- Check to confirm that you have enabled the chatbot icon.
- Check to confirm that you have added the BMC Helix Digital Workplace application URL in BMC Helix Innovation Studio.
- Check to confirm that correct URL of the BMC Helix Innovation Studio instance and Bot ID is configured.
Chatbot icon is not displayed according to the customizations
- Check to confirm that the chatbot icon is customized according to the recommended values.