Interacting with chat users
Support agents use Live Chat to resolve user queries. When you receive a new chat request from a self-service user or a BMC Helix Chatbot user, you can view the chat and join the session. You can view user information and use resources to help resolve the user's queries. From a chat session, you can also create an incident or a work order.
Support agents can perform the following tasks on a chat session:
| Action | Reference |
|---|---|
Notify support agents in Smart IT of incoming chats and new messages in an existing chat | Receiving notifications for incoming chats or messages |
| Accept, transfer, or release a chat session | Accepting, transferring, and closing chat sessions |
| Use an automated script to ask common questions to self-service users | Asking standard questions from a questionnaire |
| Use common messages such as initial greeting or questions by using the type-ahead search | Responding with quick texts |
| Use common links to troubleshoot or resolve issues | Responding with quick links |
| Send and receive files from the end user during a chat session | Sending and receiving attachments from end users |
| Create an incident or work order and associate the chat to an existing ticket | Creating incidents or work orders from a chat |
Related topics
Interacting with users on Live Chat
in the Smart IT documentation.
Assisting users by using Live Chat
in the BMC Helix Business Workflows documentation.
Was this page helpful? Yes No
Submitting...
Thank you
Comments
Log in or register to comment.