Chatting with the end users via the web console


The  BMC Client Management web console enables the help-desk agents to chat with the end users. It helps them to quickly understand and troubleshoot the issues that the end users are facing. For more information about capabilities and access rights required for this feature, see Managing-access-rights-and-capabilities-for-specific-cases.

Important

You will need the Direct Access license to use this feature. For more information about importing the licenses, see Importing-the-licenses-and-license-types.

Related topics

Integrating-with-Live-Chat

Product-matrix-compatibility

Chatting-with-the-end-users

As a BMC Client Management administrator, you can define instant recording manager to store the conversations between help-desk agents and end users. For more information about this configuration, see Configuring-the-instant-messaging-recording-parameters.

To open instant messenger

Click Actions > Direct Access > Instant Messaging. A chat window is displayed. Help-desk agents can use this window to chat with the end users to know more about the issue they are facing.

open_chat_webconsole.png

The chat window is resizable from the top left corner. Clicking the icon on the top right  chat box The chat window can be opened in a new tab .

web console_chat.png

Notifications

The following table describes the notifications you could get at different events while chatting.

Event

Reference

If no user is logged on to the remote device when you are initiating the chat, a popup message is displayed to inform the administrator that instant messaging is not possible.

nobodylogged_warning.png

When the chat window is minimized or opened in another tab, you are notified about a new message with a dot as shown in the following images.

Minimized

chat_notification_web.png

New tab

chat_notification_java.png

In case the end user has network issues or the chat window is closed on the console or by the end user, the 'user is disconnected' message is displayed.

remote_disconnected.png

 

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