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

Troubleshooting live chat issues

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

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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