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

Onboarding and implementing

BMC Helix Virtual Agent is an omni-channel chatbot that uses IBM Watson machine learning capability. The chatbot interacts with users through natural language, understands the conversation context, and perform tasks on behalf of the user. 

BMC Helix Virtual Agent is a subscription-based service that you can purchase with BMC Helix Innovation Suite and BMC Helix Digital Workplace Advanced. BMC Helix Virtual Agent includes BMC Helix Digital Workplace Catalog and BMC Helix Knowledge Management by ComAround.

After you subscribe to the service, BMC activates your system. For more information about your product activation, see  BMC Helix Virtual Agent Open link .

Out-of-the-box setup

The BMC Helix Virtual Agent out-of-the-box setup includes the following components:

  • If you have opted for one of the following plans, a single instance of IBM Watson services is provided for production, QA, and tailoring environments of BMC Helix Innovation Suite:
    • IBM Watson Assistant Plus plan
    • IBM Watson Assistant Premium plan
    • IBM Watson Discovery Advanced plan
    • IBM Watson Discovery Premium plan
  • BMC Helix Virtual Agent application.
  • The default IBM Watson Assistant Skills—Chatbot, ChatOps, and ChatITOps are created with sample intents, entities, and dialog. You are given manager access for these Skills. 
  • You are also provided with an IBM Watson account, and you receive an email from the IBM Cloud email address. You must register your user details in the invitation form.


  • The out-of-the-box setup does not include Foundation data (people data).

Best practices for grouping and naming IBM Watson Assistant Skills

We recommend you organize the Skills by creating the following groups:

You can then use the following naming convention to easily identify the Skills: 

<Group number> - <CompanyName> - <ChatbotName> - <Env> - <Version/Sprint #> - <Optional – Active/Future> - < Optional - Backup – Date>

The following image is an example of naming Skills:

Onboarding and implementing BMC Helix Virtual Agent

Before you make BMC Helix Virtual Agent available to the users in your company, as an administrator, complete the following system configurations: 

Phase 1: Set up Foundation data and user access permissions

Important: If you have BMC Helix ITSM: Smart IT, BMC Helix Digital Workplace Advanced, and BMC Helix Innovation Suite, you can skip this phase because BMC Helix Virtual Agent will use the same Foundation data.


Set up Foundation data in BMC Helix Innovation Suite so that support agents can respond to the end users' queries.

Setting up and modifying Foundation data by using Application Administration Console Open link

Phase 2: Provision and configure the cognitive service provider

If you have purchased BMC Helix Virtual Agent on Bring Your Own Watson to use your own IBM Watson Assistant service instance, configure it to work with BMC Helix Virtual Agent.

Configuring cognitive service for custom applications by using your own IBM Watson services Open link

If you have purchased BMC Helix Virtual Agent on BMC Cloud or AWS to use the IBM Watson Assistant service provisioned by BMC, BMC SaaS Operations configure certain settings in your instance.

After that, you must configure the following settings in BMC Helix Virtual Agent to connect to this IBM Watson Assistant instance:

  • Data center region
  • IBM Watson Assistant service API key

Configuring cognitive service for custom applications by using your own IBM Watson services Open link


If you have subscribed to BMC Helix Cognitive Search service, configure it to work with BMC Helix Virtual Agent.

Configuring cognitive search for BMC Helix Virtual Agent

Phase 4: Configure BMC Helix Virtual Agent according to your business requirements


Set up BMC Helix Virtual Agent with your company brand, default locale, chatbot name, and so on.


Integrate BMC Helix Virtual Agent with other applications.

For information about additional administrative tasks that you can perform, see Administering.

Related topic

BMC Helix Subscriber Information Open link

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