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 Chatbot 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 Remedy with Smart IT (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 |
| Use common messages such as initial greeting or questions by using the type-ahead search | Responding with quick texts |
| Use common links to troubleshoot or resolve issues | Responding with quick links |
Related topics
Accessing and navigating the agent console
Interacting with users on Live Chat
in the Smart IT documentation.
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