Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Enabling live chat for users

Administrators can configure BMC Helix Virtual Agent to provide live chat capability to users. A live chat enables users to have real-time conversations with support agents if BMC Helix Virtual Agent cannot understand the user's queries or provide sufficient information to respond to the user's request. When users start a live chat, they are routed to a support agent through the live chat capability of BMC Virtual Chat. End users can connect to live chat from any of the supported chatbot channels. 

To know the benefits of the live chat capability, see Leveraging live chat capability. For more information about the live chat capability in BMC Virtual Chat, see  BMC Virtual Chat

Before you begin

ProductTask

BMC Virtual Chat

Ensure that you have BMC Virtual Chat version 9.1.02.00 VC_910200_2019FEB13_CU_ALL or later so that the live chat requests are routed to support agents. For more information about installing and licensing BMC Virtual Chat, see  Performing the installation .

IBM Watson

If you previously implemented BMC Helix Virtual Agent, you must update the Live AgentChat - Login dialog nodes in the IBM Watson Skill. The updated Live AgentChat - Login dialog enables your users to be routed automatically to the appropriate support queues that are available in BMC Virtual Chat. For information about configuring the Live AgentChat – Login dialog nodes, see Configuring the live chat dialog nodes in IBM Watson Assistant Skills.

(If you want BMC Helix Virtual Agent to automatically localize messages in a live chat)

BMC Virtual Chat

Ensure that you have configured the language settings in BMC Virtual Chat. For more information, see  Setting language options and translation  in BMC Virtual Chat documentation. 

Best practice

If you enable real time translation in BMC Helix Virtual Agent, you must enable the automatic language translation setting in BMC Virtual Chat for a seamless experience of handling language translation.

To configure BMC Helix Virtual Agent for enabling live chat

You can configure BMC Helix Virtual Agent to connect with BMC Virtual Chat. When users start a live chat, they are authenticated and routed to a support agent through the live chat capability of BMC Virtual Chat.  

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Cognitive and chatbot Virtual Chat.
  3. In Virtual Chat page, provide the following information:

    Field NameAction
    BMC Remedy Virtual Chat API endpoint URL

    Enter the Tomcat URL where BMC Virtual Chat is deployed.

    For example, https://calbro.com

    Important: Do not enter the ESChat URL.

    AR Administrator UserEnter the user name of AR Administrator account.
    AR Administrator PasswordEnter the password of AR Administrator account.
    AR System Server API endpoint URL

    Enter the URL of the Remedy Action Request (AR) System server REST API that contains the Jetty port number.

    For example, https://calbro-arapi.com

    TestTest the connection to Virtual Chat application by using the configuration settings that you provided. If there is a connection error, the configuration settings are not saved and an error message is displayed.
  4. Click Save.

Tip

If you performed this configuration earlier, but the authentication method changed in Live Chat, save these settings again.


BMC Helix Virtual Agent is configured to connect to BMC Virtual Chat, and enable users to escalate their issues to support agents by using live chat.

Related topics

Leveraging live chat capability

Troubleshooting live chat issues


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