Interacting with chat users
Support agents use BMC 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:
|Notify support agents in Remedy with Smart IT (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|
in the Smart IT documentation.
in the BMC Helix Business Workflows documentation.