Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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:

ActionReference

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
Respond to self-service users with an automated questionnaire, common messages such as initial greeting, or common links to troubleshoot issuesResponding with canned text to speed up chat interactions

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  in the BMC Helix ITSM: Smart IT documentation.

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

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