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

Refer the following section to understand how the following functionalities are supported in the chatbot channels:

Displaying chatbot responses in a chat

Functionality	BMC Helix Chatbot web UI	Microsoft Office Teams	Slack	Skype for Business	Twilio	WhatsApp
Displaying chatbot responses in a chat
Message character limit	Not applicable	Not applicable	Not applicable	Not 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 are displayed as a list of cards with a maximum of 15 options per card. For example, if there are 29 options, then the response will have title and 2 cards. The first card includes 15 options and the second card includes 14. 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 URLs	Not applicable because cards are displayed	Not applicable because cards are displayed	Not applicable because cards are displayed	Not applicable because cards are displayed	Supported	Supported

Attachments in a chat

Functionality	BMC Helix Chatbot web UI	Microsoft Office Teams	Slack	Skype for Business	Twilio	WhatsApp
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.	Supported	Supported 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)

Displaying or updating information from other BMC products

Functionality	BMC Helix Chatbot web UI	Microsoft Office Teams	Slack	Skype for Business	Twilio	WhatsApp
Display assets from BMC Helix Digital Workplace Advanced To learn about displaying asset details in a chat, see: Importing chat-enabled services from BMC Helix Digital Workplace Advanced Configuring the MyStuff dialog nodes in IBM Watson Assistant Skills	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 applicable	Not applicable	Not applicable	Not applicable	Not applicable
Add comments or attachments to open service requests	Supported	Not applicable	Not applicable	Not applicable	Not applicable	Not applicable

Actions on a chat

Functionality	BMC Helix Chatbot web UI	Microsoft Office Teams	Slack	Skype for Business	Twilio	WhatsApp
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: Submitting service requests or searching knowledge articles Using live chat to escalate issues to support agents	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.