This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

Accessing and navigating Self Service Portal

End users can use Self Service Portal in BMC Live Chat to interact with support agents. 

Self Service Portal overview

End users can use the Self Service Portal to chat with a virtual agent or a support agent and get suggestions for solutions to their queries. A support agent logs in and accepts the chat session initiated by the end user.

An end user can send files to a support agent to provide more information about an issue, and the support  agent can send files to the user to help resolve the issue. End users can enter up to 1500 characters in a chat message, although the character limit can depend on the ASCII characters used. For example, characters such as " & and % occupy three to five characters, not one character. The minimum size for the chat window is 480 x 670 pixels.

Self Service Portal UI elements

The Self Service Portal has the following UI elements:

Self Service Portal UI elementDescriptionExample
AlertsDisplays active service alerts. Clicking the alert displays the alert description and history.

Open Items > My Open ChatsDisplays all previous chat sessions. Clicking a chat session reactivates the session and displays the associated chat log.

Open Items > Show Open Incidents 

Displays all the service request IDs that are created in BMC Service Request Management to correspond an incident or work order in Smart IT. The service request ID is not clickable.

If administrators enable the the rule to create a service request that corresponds to an incident or work order in Smart IT, the service request ID is displayed to end users. 

Clicking an incident shows the details of that incident, such as status, modified date, and agent assigned.

Select a topic Provides a list of subjects that a question may relate to. Selecting a topic routes the user to a chat sessions with the subject matter expert for that topic.
Start typing your questionProvides an area for the self-service user to type a question to ask the support agent.
Show Chat Log

If selected, displays a log of the entire chat.

By default, this check box is not selected.

Live Chat HoursDisplays the hours that live agent support is available.
SettingsChanges the language preferences in the Self Service Portal.
LogoutExits the Self Service Portal.


Note

The administrator configures the tabs on the self Service Portal and defines whether to display service alerts, live chat sessions, open incidents, and frequently asked questions in the eschat_config.properties file. For more information about configuring features of BMC Live Chat, see Administering

To access the Self Service Portal

After the administrator configures access to the Self Service Portal, end users can perform the following steps to access the portal:

  1. In a browser, enter or navigate to the URL supplied by the administrator.
  2. In the Login dialog box, type the self-service user ID and press Enter.
  3. Post your question in the text box. 
    A support agent accepts the chat session and continues the conversation. 
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