This documentation supports the 19.08 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

Interacting with users on Live Chat

In Smart IT Universal Client, as a support agent (IT agent in Smart IT with ESChat_Agent permissions), you can 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 from a web client, you can view the chat and join the session. You can view customer 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 in Smart IT.


Related topics

Getting Started (Live Chat 19.08 documentation)

Centralized configuration

Roles and permissions (Live Chat 19.08 documentation)

Live Chat overview

When you click Live Chat, the following page appears:

On this page, you can see incoming chat requests from users and accept a chat session by clicking the chat request in the Pending Assignment or Pending Transfer chat queues. The page also provides the following options:

  • Available: Indicates that you are available for a chat session. By default, this option is enabled.

    If the Agent Auto Accept feature is enabled by the system administrator, the Available for option is displayed instead. You can select the number of chats that can be automatically assigned to you.

  • Pending Assignment: Displays the number of chat sessions that are waiting to be assigned.
  • Pending Transfer: Displays the number of chat sessions that are waiting to be transferred to you.

Before you begin

  • Ensure that you have the necessary permissions to create an incident or work order.  
  • Ensure that you have the ESChat_Agent permissions to use Live Chat. 
  • Ensure that the Smart IT administrator has modified the CCS parameter settings for Live Chat.
    For more information on the settings, see Integrating Smart IT with Live Chat.

Overview of chat sessions 

As a support agent, you can accept multiple chat sessions by selecting the issue description or question provided by the user. Each chat session opens in the center pane, and you can switch between chats as needed. 

If the system administrator has enabled the Agent Auto Accept feature, chat sessions are routed automatically to you, and you can accept up to a maximum four chats from the Pending Assignment queue. However, you can accept any number of chats from the Pending Transfer queue.

If the Agent Auto Accept feature is disabled, you can accept any number of chats from the Pending Assignment and Pending Transfer queues.

You can accept two types of chat sessions:

  • New chat sessions
    These are fresh chat sessions initiated by the users. These sessions are displayed as Pending Assignment in the chat queue.
  • Transferred chat sessions
    These chat sessions are transferred by other support agents. These sessions are displayed as Pending Transfer in the chat queue.
    You can see chat sessions that are transferred from other agents belonging to your support queue only.

To accept chat sessions

To accept new chat sessions and transferred chat sessions, perform the following steps:

  1. From the Smart IT home page, click Live Chat.
  2. From the chat queue, select the chat you want to accept. 
    The chat history is displayed. If you are accepting a chat that is transferred, the chat history along with notes of the agent who handled this case previously is shown. The user receives notification that you are online.
    The Customer Information tab displays the customer contact and site information, tickets, and assets.
    The Resources tab shows outages, templates, and knowledge articles to support an agent during the chat.
  3. Click Accept.
    My chats displays the chats that you have accepted. 
  4. In the chat pane, type your response and press Enter or click the icon.

To manage chat sessions

A support agent has several options when handling open chats. For example, the agent can request to close or release a session or transfer it to another agent.
The following table describes the options that agents have for managing chat sessions:

Option

Description

Action

End Chat

Remove a chat session from the chat queue and close the chat when the session is complete or the issue is resolved. The user is notified when that chat session is ended.

Click End Chat.

Release

Release a chat session for reassignment. The user is notified that the support agent has released the ticket for reassignment. After releasing a chat session, the chat session goes to the Pending Assignment queue in the support queue. The next available support agent accepts the chat session just as with any other new chat session. The entire chat history and notes are preserved and appears in the chat pane.

From Chat Actions list, click Release.

Transfer

Transfer an active chat session to another support agent belonging to the same support queue or to a support queue.

Transfer to another agent

When an agent transfers an active chat session to another agent belonging to the same support queue, the status of the chat is changed to Pending Transfer To. The chat is removed from My Chats list of the agent who initiated the transfer and appears on the Pending Transfer list of the agent to whom the chat is transferred.

Transfer to a support queue

When a chat is directly transferred to a support queue, the status of the chat changes to Pending Assignment and it is removed from My Chats list of the agent who initiated the transfer. The support queue of the chat is updated with the new queue name. The transferred chat appears in the Pending Assignment list of all agents present in this support queue and any of them can accept it.

During this course of transfer, the entire chat history is preserved and the user is notified accordingly.

Notes:

  • You can transfer an active chat to a support queue only when the Support Queues and Use Topics options are enabled in the Virtual Chat Administration Console.
  • If an agent transfers a chat session to another agent belonging to a different support queue, the agent to whom the chat is transferred does not see the transferred session.
  1. From Chat Actions list, click Transfer.
    The Transfer Chat dialog box opens, displaying a list of all online agents or a list of support queues.
  2. Click the agent name or the queue to whom you want to transfer the chat session. 
  3. Click Transfer.

Abandon

If a user leaves a chat session, an agent can mark it as abandoned and end the chat.

The agent is prompted if the chat should be marked as abandoned if a ticket has not been created in Smart IT. If a ticket has been created in Smart IT, the status of the ticket is changed to Cancelled.

From Chat Actions list, click Abandon and then OK.

Scenarios for transferring a chat

The following table describes the possible scenarios while transferring a chat:


When Agent Auto Accept is enabledWhen Agent Auto Accept is disabled
Transfer to another agent

When the Agent Auto Accept feature is enabled, the agent to whom the chat is transferred can accept any number of chats from the Pending Transfer queue.

When the Agent Auto Accept feature is disabled, the agent to whom the chat is transferred can accept any number of chats from the Pending Assignment and Pending Transfer queues.

Transfer to a support queue

When the Agent Auto Accept feature is enabled, the chat is assigned to any agent in that queue depending on the agent's load. 

When the Agent Auto Accept feature is disabled, the transferred chat appears in the Pending Assignment list of all agents present in this support queue and any of them can accept it.

Overview of quick text

As a support agent or system administrator, you can create quick text for easy use in a chat session with a user. Quick text can include common messages or questions that you can use while chatting with a user, such as: "Good Afternoon, how may I help you? " "Have a great day".

Live Chat includes sample quick text that you can use, or you can create your own quick text. 

You can search for a particular question or response by typing # and a few characters to locate the associated quick text. For example, you can type #VER to bring up the quick text What version of the software are you using? 

To use quick text

To use quick text in an active chat session with a user, perform these steps:

  1. Click the # button at the bottom of the chat window.
  2. Select a question from the list of prepared quick text questions.
    The question is sent to the self-service user.

Note: In Live Chat 19.08, the Label field in quick text is mandatory. If you have upgraded from an older version of BMC Virtual Chat and have existing quick texts, the Label field would contain the truncated quick text by default. The administrator must update the Label field with some meaningful text.

To create quick text for use in chat sessions

You can use, edit, and delete the quick text that you have created. Quick text that the administrator creates is visible to all, but you cannot edit or delete these quick texts.

  1. In an active chat session, click the # button.
    A list of predefined quick text questions is displayed.
  2. Select Add/Edit.
  3. The Edit Text dialog box is displayed.
  4. To create a quick text message or question, click Add Canned Text.

  5. Type the label text and the quick text in the fields.
  6. Click Save.

The quick text is saved and can be sent to users.

To add notes in a chat session

You can add inline notes that are not visible to the user. You can add details or context of the issue being discussed in the chat. These notes are helpful when a chat is transferred or assigned to another agent.

  1. In the chat session, click the icon.
  2. Add your notes and click Save.

The agent notes are added in the Activity log in Smart IT.

To share knowledge articles

  1. On the Resources tab, to search for knowledge articles, enter a term in the Search field. 
  2. Select an article from the results and click the Share icon.

The article is shared with the user and is shown in the conversation. The shared knowledge article link is shown in the Activity log of the associated ticket.

To flag a knowledge article with the ticket, use the pin  icon.

To send and receive attachments from a chat session

  1. To send an attachment to the user, click the icon.
  2. Attach a file and click Upload Attached File. You can upload only a single file at a time.

The attachment is uploaded and sent to the user. The attachment is also added to the ticket and can be viewed in the activity log.

When a file is sent by the user, click the attachment in the chat and view or save it. The attachment is added to the ticket and can be viewed in the activity log.

To create incidents or work orders from a chat without a template

In an active chat session, click Create Ticket.

  • To create an incident, click Create Incident.
  • To create a work order, click Create Work Order.

An incident or work order is created and the chat transcript is added to the description. You can view the incident or work order details from the Resources tab.

To create incidents or work orders from a chat using a template

When an agent is having a conversation with a user, the agent can create an incident or work order if it does not already exist. The agent also can select a template before creating an incident or work order.

  1. In an active chat session, on Resources tab, enter a search term.
    If any templates are available, these templates are displayed.
  2. Select a template and click Create Incident or Create Work Order.
  3. If any required fields are blank, the incident or work order opens in the edit mode.
  4. Add any other details, if needed, and click Confirm + Save.

An incident or work order is created and the chat transcript is added to the description. You can view the incident or work order from the Resources tab.

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