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

User goals and features

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

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 in BMC Helix Chatbot documentation.
  • Resolve a user issue as quickly as possible.

Participate in a chat session from

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

  • 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.
Was this page helpful? Yes No Submitting... Thank you