Phased rollout


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

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 Virtual Agent 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 BMC Helix ITSM: 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 sessionAccepting, transferring, and closing chat sessions
Invite or join a chat sessionInviting agents to join chats and responding to invitations
Use an automated script to ask common questions to self-service usersAsking standard questions from a questionnaire
Use common messages such as initial greeting or questions by using the type-ahead searchResponding with quick texts
Use common links to troubleshoot or resolve issuesResponding with quick links

Access user's desktops remotely to solve issues during a chat

Requesting for remote access to the end users' devices

Send and receive files from the end user during a chat sessionSending and receiving attachments from end users
Create an incident or work order and associate the chat to an existing ticketCreating incidents or work orders from a chat

Related topics

Interacting with users on Live Chat Open link  in the BMC Helix ITSM: Smart IT documentation.

Assisting users by using Live Chat Open link  in the BMC Helix Business Workflows documentation.

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