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:
| Action | Reference |
|---|---|
Notify support agents in 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 |
Related topics
Interacting with users on Live Chat
in the Smart IT documentation.
Assisting users by using Live Chat
in the BMC Helix Business Workflows documentation.
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