This documentation supports the 21.3 version of BMC Helix ITSM: 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 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 Virtual Agent 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.

Agent console UI elements

When you click Live Chat > Agent's Console, the following page appears:

You can see incoming chat requests from users and accept a chat session by clicking the chat request in the Queue or Transferred chat queues. You are also notified of incoming chats or messages. For more information, see  Receiving notifications for incoming chats or messages Open link  (Live Chat documentation). 

The Live Chat page has the following UI elements:

Agent console UI elements




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 administrator, the Available for option is displayed instead. You can select the number of chats that can be automatically assigned to you.

First name and last name

By default, the first name and the last name of the agent is displayed to end users.

In Smart IT, agents can set their screen name to be displayed to end users.


  • To set you screen name, you must have installed with Action Request System version 19.11, Smart IT version 19.08 or later, and BMC Helix ITSM version 19.08 or later. 
  • The screen name is applied to all communication with the end user, such as during the chat session and in the chat transcript.
  • If an agent changes the screen name while chatting with an end user, the change is applied to the next accepted chat session.

QueueDisplays the number of chat sessions that are waiting to be assigned.

TransferredDisplays the number of chat sessions that are transferred to you.

Company and Support Queue

Displays the name of the company and the support queue that the chat is assigned to.

If the chat is not assigned to a specific support queue, then the queue name is set to GENERAL.

Source of the chat

Indicates the source of the live chat request.

Note: When the chat source is BMC Helix Virtual Agent, you cannot send an attachment.

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. You can also access the end user's desktop through a remote-control screen sharing session from Live Chat to resolve the issue raised by the user.

You can accept two types of chat sessions:

  • New chat sessions
    When a user initiates a fresh chat session, the session is displayed on the Queue tab.
  • Transferred chat sessions
    When a support agent transfers a sessions, it is displayed on the Transferred tab. The Transferred tab is displayed only when a support agent transfers a chat session to another agent.
    You can see transferred chat sessions belonging to your support queue only.

To accept chat sessions

  1. From the Smart IT home page, click Live Chat > Agent's Console.
  2. 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.

  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.

For more information about accepting and transferring chat sessions, see  Accepting, transferring, and closing chat sessions Open link (Live Chat documentation).

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.

  3. 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.

  1. In an active chat session, on the 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.

For more information, see  Creating incidents or work orders from a chat Open link  (Live Chat documentation).

To close a chat session

Support agents can close a chat session in the following scenarios:

  • When the chat ends.
  • When an end user cancels the live chat request. 
    End users can cancel their request for live chat at any point during the chat. After the request is cancelled, the following message is displayed for the agent:

End user has cancelled chat.

If the end user cancels a chat that is assigned to an agent, the chat status remains in the Assigned state. The assigned canceled chats continue to appear on the agent console. 

If the end user cancels a chat that is not assigned to an agent, it is marked as closed.

The support agent can use any of the following appropriate actions to close the chat session:




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.

  • If there is an existing ticket associated to the chat, perform the following steps:
    • To resolve the ticket and end the chat conversation, click Yes.
    • To end the chat conversation without resolving the ticket, click No.
    • To return to the chat conversation, click Cancel.

  • If there is no existing ticket for the chat, perform the following steps:
    • To end the conversation, click Yes.
    • To return to the chat conversation, click No.


If a user leaves a chat session, you can mark the session as abandoned and end the chat.

You are prompted to mark the session as abandoned if a ticket has not been created. If a ticket is created, the status of the ticket is changed to Cancelled before marking the session as abandoned.

From the Chat Actions list, click Abandon, and then OK.


Smart IT uses the following values from the Status and Status Reason fields when an agent resolves a ticket from Live Chat. Do not delete these values from the Status and Status Reason fields when customizing the tickets.

Ticket typeStatusStatus reason
  • Resolved
  • Cancelled
  • Closed
  • No Further Action Required
  • No longer a Causal CI
Work order
  • Completed
  • Cancelled
  • Closed
  • Successful
  • Cancelled by Requester
  • Cancelled by Support
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