Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Accessing and navigating the agent console

Support agents use Live Chat to resolve user queries. Agents can access the live chat console from BMC Helix ITSM: Smart IT or BMC Helix Business WorkflowsYou can view user information and use resources to help resolve the user's queries. You can invite other agents to join your chat session and create an incident or a work order from the chat session. 

Agent console overview

The support agent from BMC Helix ITSM: Smart IT (IT agent in BMC Helix ITSM: Smart IT with ESChat_Agent permissions) or the case agent in BMC Helix Business Workflows sees the chat request from the self-service user in the agent console. 


The Support Agent Console in BMC Remedy Mid Tier Server is disabled in Live Chat and cannot be enabled.

Agent console UI elements

When you click Live Chat, the following page appears:

On the Live Chat page, you can see incoming chat requests from users and accept a chat session by clicking the chat request in the Queue or Transferred chat queues. Agents are also notified of incoming chats or messages. For more information, see Receiving notifications for incoming chats or messages

The Live Chat page has the following UI elements:

Agent console UI elementsDescriptionExample

Indicates that you are available for a chat session. By default, this option is enabled.

If the Agent Auto Accept feature is enabled by the administrator, the Available for option is displayed instead. You can select the number of chats that can be automatically assigned to you.

First name and last name

By default, the first name and the last name of the agent is displayed to end users.

In BMC Helix ITSM: Smart IT, agents can set their screen name to be displayed to end users.

In BMC Helix Business Workflows, the administrator can set the screen name for agents, which cannot be changed by the agents. Agents can set their screen name only if the administrator has not set the screen name.


  • To set you screen name, you must have installed with Action Request System version 19.11, BMC Helix ITSM: Smart IT version 19.08 or later, and ITSM version 19.08 or later. 
  • The screen name is applied to all communication with the end user, such as during the chat session and in the chat transcript.
  • If an agent changes the screen name while chatting with an end user, the change is applied to the next accepted chat session.

My Chats

Displays the accepted chats and accepted invitations.

QueueDisplays the number of chat sessions that are waiting to be assigned.

TransferredDisplays the number of chat sessions that are transferred to you.

InvitesDisplays the number of invitations that you received to join a chat session.

Company and Support Queue

Displays the name of the company and the support queue that the chat is assigned to.

If the chat is not assigned to a specific support queue, then the queue name is set to GENERAL.

Source of the chat

Indicates the source of the live chat request.

Note: When the chat source is BMC Helix Virtual Agent, you cannot send an attachment.

To access the agent console

  1. From your application home page, click Live Chat
  2. To accept a chat session, click one of the following options:
    • Queue—To accept a fresh chat session initiated by a user.
    • Transferred—To accept a chat session transferred by an agent.
  3. Start your conversation with the end-user. 

When an agent is working on the Resources tab and a chat is added to the queue, the focus is diverted from the Resources tab to the Customer tab.

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