This documentation supports the 20.08 version of Live Chat.
To view an earlier version, select the version from the Product version menu.

Integrating

Live Chat integrates with multiple BMC applications such as such as Smart IT and BMC Helix Business Workflows.

By default, end users can interact with support agents by using Self Service Portal in Live Chat.
If you want end users using BMC Helix Chatbot to interact with support agents, ensure that Live Chat is integrated with BMC Helix Chatbot.

Agents can connect to a chatbot from Smart IT (which is installed on-premises or deployed as a deployment package), or  BMC Helix Business Workflows.

Important

We support integrating Live Chat only with specific BMC applications. We do not support integrating Live Chat with third-party applications.


Refer the following table that lists the procedures to integrate Live Chat with others BMC applications:

RoleActionReference

Smart IT administrator

Enable and configure the Smart IT integration with Live Chat.

As a result, support agents in Smart IT can participate in live chat sessions with the end users using Self Service Portal.

Integrating Smart IT with Live Chat Open link

BMC Helix Platform administrator

Enable and configure the BMC Helix Business Workflows integration with Live Chat.

As a result, support agents in BMC Helix Business Workflows can participate in live chat sessions with the end users using Self Service Portal.

Configuring BMC Helix Business Workflows to work with Live Chat Open link

BMC Helix Platform administrator

Enable and configure the BMC Helix Business Workflows integration with Live Chat.

As a result, end users in BMC Helix Chatbot can chat with support agents in Remedy with Smart IT or BMC Helix Digital Workplace Advanced.

Enabling live chat for users Open link

BMC Helix Digital Workplace Advanced administrator

Enable and configure the BMC Helix Digital Workplace Advanced integration with Live Chat

As a result, end users in BMC Helix Digital Workplace Advanced can chat with support agents in Smart IT or BMC Helix Digital Workplace Advanced.

Integrating a BMC chat application with BMC Digital Workplace Open link

Related topic

Planning

Accessing and navigating the agent console

Interacting with chat users

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