Interacting with users on Live Chat

In Smart IT Universal Client, as an IT agent 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.

For more information about interacting with users on Live Chat, see Interacting with chat users Open link . (Live Chat documentation)

Related topics

Getting started Open link (Live Chat documentation)

Centralized configuration Open link

Roles and permissions Open link (Live Chat documentation)

Before you begin

Ensure that you have the IT Agent role in Smart IT.
For more information about roles and permissions in Smart IT, see Smart IT roles and permissions.
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 about the settings, see Integrating Smart IT with Live Chat.

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 queue. 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 of Available. You can select the number of chats (a maximum of 4 chats) that can be automatically assigned to you.
Queue: Displays the number of chat sessions that are waiting to be assigned.
My Chats: Displays the chat sessions that you have accepted.
Transferred: Displays the number of chat sessions that are waiting to be transferred to you.

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 of four chats from the Transferred queue and any number of chats from the Queue.

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

You can accept two types of chats:

New chat sessions
These are fresh chat sessions initiated by the users. These sessions are displayed in the Queue tab.
Transferred chat sessions
These chat sessions are transferred by other support agents. These sessions are displayed in the Transferred tab.
You can see chat sessions that are transferred from other agents belonging to your support queue.

To accept chat sessions

From the Smart IT home page, click Live Chat.
To accept a chat session, click one of the following options:
- Queue—To accept fresh chat sessions initiated by the users.
- Transferred—To accept chat sessions transferred by other agents.
  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 displayed. The user receives notification that you are online.
  The Customer Information tab displays the customer contact and site information, company name, tickets, and assets.
  The Resources tab shows outages, templates, and knowledge articles to support an agent during the chat.
Click Accept.
My chats displays the chats that you have accepted.
In the chat pane, type your response and press Enter or click the icon.

To share knowledge articles

On the Resources tab, to search for knowledge articles, enter a term in the Search field.
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 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 by selecting a template.

In an active chat session, on the Resources tab, enter a search term.
If any templates are available, these templates are displayed.
Select a template, and click Create Incident or Create Work Order.
If any required fields are blank, the incident or work order opens in the edit mode.
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.