Phased rollout


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

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 Virtual Agent.

  • Resolve a user issue as quickly as possible.

Participate in a chat session from

(Agents also require the IT Agent role in BMC Helix ITSM: 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.
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