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 session||Accepting, transferring, and closing chat sessions|
|Invite or join a chat session||Inviting 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 issues||Responding with canned text to speed up chat interactions|
Access user's desktops remotely to solve issues during a chat
|Send and receive files from the end user during a chat session||Sending and receiving attachments from end users|
|Create an incident or work order and associate the chat to an existing ticket||Creating incidents or work orders from a chat|
in the BMC Helix ITSM: Smart IT documentation.
in the BMC Helix Business Workflows documentation.