Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Communication channels and supported functionalities


In addition to the default BMC Helix Virtual Agent web UI, end users can use communication channels such as Slack, Microsoft Office Teams, Skype for Business, and Twilio to initiate chat conversations. To ensure the ease of use for end users, BMC Helix Virtual Agent provides various functionalities that are available across communication channels. However, based on the channel limitations, the communication channels might support these functionalities in different ways. For example, BMC Helix Virtual Agent web UI displays assets as cards whereas Slack displays assets as options.

Functionalities supported by communication channels

The following table lists the functionalities that BMC Helix Virtual Agent provides and the ways in which different communication channels support these functionalities:

Functionality

BMC Helix Chatbot web UI

Microsoft Office TeamsSlackSkype for BusinessTwilioWhatsApp
Displaying chatbot responses in a chat
Message character limitNot applicableNot applicableNot applicableNot applicable

160 characters, after which messages can be concatenated for up to 1600 characters.

160 characters, after which messages can be concatenated for up to 1600 characters.

Set up a welcome message.

Displays the message as a part of the greeting dialog.

Configure the maximum number of option buttons that are displayed in a chat.

Number of option buttons is configurable.


  • On web/Microsoft Windows platform—Maximum number of buttons displayed is 5.
  • On mobile platform (Android and iOS):
    • Options that are less than 5 are displayed as radio buttons.
    • Options that are more than 5 are displayed as a list.

When you click Submit in the chat, instead of the option that you select, Submitted is displayed.

Maximum number of option buttons displayed is 5.Displays a numbered list and buttons are displayed as per the channel limitations.Number of option buttons is configurable, but the maximum limit is 20.Number of option buttons is configurable, but the maximum limit is 20.
HTML tags to format chatbot responses Formatting chatbot responses to be displayed in communication channels
Short URLsNot applicable because cards are displayedNot applicable because cards are displayed
Not applicable because cards are displayed
Not applicable because cards are displayed
SupportedSupported
Attachments in a chat

An end user adds an attachment to a service request.

Supported

Supported

Supported

Not supported

Supported

Supported
A live agent sends an attachment to an end user.SupportedSupported with additional consent to upload the attachment to OneDrive.Supported

Supported (end user needs to log in to BMC Helix Innovation Studio)

Supported (end user needs to log in to BMC Helix Innovation Studio)

Supported (end user needs to log in to BMC Helix Innovation Studio)

An end user sends an attachment to a live agent.

Supported

Important: Mobile applications of MS Teams, Slack, Skype for Business, Twilio (SMS), and WhatsApp do not support GIF and stickers.
Displaying or updating information from other BMC products

Display assets from BMC Helix Digital Workplace Advanced

To learn about displaying asset details in a chat, see:

Displays assets as cards.Displays assets as options.

Display items from BMC Helix Cloud Cost and select items in a chat.

Displays items as cards and users can select an item by using the option or clicking the card.Displays items as cards and users can select an item by using the option.Displays details as text followed by options to select.Displays details as text followed by options to select.Displays details as text followed by options to select.Displays details as text followed by options to select.
Notifications and broadcasts from BMC Helix Digital Workplace Advanced

Supported

A maximum of 25 notifications are displayed.

Not applicableNot applicable
Not applicable
Not applicable
Not applicable
Add comments or attachments to open service requestsSupportedNot applicableNot applicableNot applicableNot applicableNot applicable
Actions on a chat

Transfer a conversation to another chatbot.

  • By selecting a chatbot from the list.
  • By typing the chatbot name in the chat.
  • Automatic transfer to another chatbot based on the user's query.
  • By typing the chatbot name in the chat.
  • Automatic transfer to another chatbot based on the user's query.
End a chat session.The chat is ended when the browser is closed or the idle session timeout event occurs.The chat is ended when the idle session timeout event occurs.

Cancel a live chat session.

  • By using the Cancel option.
  • By typing /endlivechat in the chat.
By typing /endlivechat in the chat.

By typing / endlivechat in the chat.

Note: Enter space after /.

By typing /endlivechat in the chat.By typing /endlivechat in the chat.By typing /endlivechat in the chat.

Send a chat transcript.

To learn more about transcripts, see:

  • By using the Send transcript option.
  • By typing send transcript in the chat.
By typing send transcript in the chat.By typing send transcript in the chat.By typing send transcript in the chat.By typing send transcript in the chat.By typing send transcript in the chat.


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