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This documentation supports the 23.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).

To view an earlier version, select the version from the Product version menu.

Enabling notifications and broadcasts in chatbot

Notifications are the status updates and alerts related to service requests submitted by end users in BMC Helix Digital Workplace Advanced. Broadcasts are messages created to notify several users of an important event, an alert, or critical information. 

Chatbot end users can view and dismiss notifications and broadcasts from chatbot, instead of navigating to BMC Helix Digital Workplace Advanced.

After the notification is created in BMC Helix Digital Workplace Advanced, as an application business analyst, you can enable or disable notifications and broadcasts for chatbot users.

Important

End users can view notifications and broadcasts only in the chatbot web UI.


Types of notifications and broadcasts supported in chatbot

As an administrator, you can create several types of notifications and broadcasts in BMC Helix Digital Workplace Advanced. The following types of notifications and broadcasts are supported in chatbot:

  • request needs attention
  • broadcasts
  • service


Scenario: Viewing notifications and broadcasts in chatbot


Scenario: Viewing notifications in chatbot

An employee has submitted a service request from chatbot to get a new pair of headphones. After some time, the employee opens the chatbot and views a notification that shows the service request is approved. The employee dismisses the notification from chatbot. 


Scenario: Viewing broadcasts in chatbot

A company has a created a broadcast notification of a scheduled downtime for several internal applications. The administrator has created a broadcast message with details of the impacted applications and the duration of down time. When employees open the chatbot, the broadcast message is displayed to them. 

The following image shows an example of a notification and a broadcast in chatbot:


Important

A maximum of 25 notifications and broadcasts are displayed in the chat. To view the remaining notifications, end users must navigate to BMC Helix Digital Workplace Advanced.


Workflow to enable notifications in chatbot

The following table describes the tasks to enable or disable notifications in chatbot:

TaskProductRoleActionReference
1

BMC Helix Digital Workplace Advanced

BMC Helix Digital Workplace Advanced administrator

Create notifications or broadcasts

Managing broadcasts and notifications for end users Open link

2

BMC Helix Virtual Agent

Administrator or application business analystEnable notificationsTo enable or disable notifications
3

BMC Helix Virtual Agent

End userView and dismiss notificationsSubmitting service requests or searching knowledge articles
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