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

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. 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 Live Chat, see  BMC Live Chat Open link

Before you begin


Live Chat

Ensure that you have Live Chat version 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 Live Chat, see  Performing the installation Open link .

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 Live 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 Live Chat to automatically localize messages in a live chat)

Live Chat

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

Best practice

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

(If you want to display the a message to the end users when all support agents and offline or temporarily unavailable)

Live Chat

Ensure that the Live Chat administrator has enabled the display message when support agents are offline or temporarily unavailable. For more information, see Enabling system notifications for end users Open link in Live Chat documentation.

To configure BMC Helix Virtual Agent for enabling live chat

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

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

    Field NameAction
    BMC Remedy Live Chat API endpoint URL

    Enter the Tomcat URL where Live Chat is deployed.

    For example,

    Important: Do not enter the ESChat URL.

    AR Administrator User

    Enter the user name of AR Administrator account.

    Important: To avoid errors, do not delete this user.

    AR Administrator Password

    Enter the password of AR Administrator account.

    Important: To avoid errors, do not use a password that can expire or do not change this password.

    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,

    TestTest the connection to Live 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.


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 Live 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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