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This documentation supports the 19.11 version of Live Chat, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.
Live Chat 19.11 Getting started

User goals and features

The following table lists the Live Chat users, describes their goals, and explains how these users can achieve their goals:

Related topics

Orientation

Getting started

UserGoalsTasksReference
Self-service user
  • Resolve queries by interacting with support agents

Initiate a chat session by using Self Service Portal or BMC Helix Chatbot.

  • Accessing and navigating Self Service Portal

  • Submitting service requests by using chatbot Open link in BMC Helix Chatbot documentation.
Agent
  • Resolve a user issue as quickly as possible.

Participate in a chat session from

(Agents also require the IT Agent role in Smart IT)

Administrator
  • Set up Live Chat for the end users and agent according to your business needs.

Configure the settings for the end users and agents in Virtual Chat Administration Console.
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Last modified by Aaditi Lakade on Aug 19, 2020
users goals concept getting_started features saas externallink

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Orientation
Overview of the Self Service Portal
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