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.

Troubleshooting live chat issues

This topic describes how to resolve the issue that you might encounter while using live chat.

ErrorDescription
Insufficient privileges or invalid login to connect to agent. Please check with Administrator.

When you change the authorization or authentication model in Live Chat and the end user tries to connect to a live agent, the error is displayed in the chat window for the end user.

As an administrator, in BMC Helix Innovation Studio, go to Administration > Configure My Server > Virtual Chat Configuration and enter the new credentials.

Related topic

Leveraging live chat capability

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