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This documentation supports the 21.3 and consecutive patch versions of Live Chat.

To view an earlier version, select the version from the Product version menu.
Live Chat 21.3 Getting started

User goals and features

The following table lists the Live Chat users, describes their goals, and explains how these users can achieve their goals:

Related topics

Quick start

Getting started

UserGoalsTasksReference
Self-service user
  • Resolve queries by interacting with support agents

Initiate a chat session by using Self Service Portal or BMC Helix Virtual Agent.

Agent
  • Resolve a user issue as quickly as possible.

Participate in a chat session from

(Agents also require the IT Agent role in Smart IT)

Administrator
  • 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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Last modified by Aaditi Lakade on Jul 26, 2021
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