Integrating with Live Chat
Integrating BMC Helix Client Management with Live Chat enables support agents to remotely access an end user's device by using the web console URLs shared by the BMC Helix Client Management administrators. The support agents can directly access any of the managed or unmanaged devices to resolve the issue quickly. BMC Helix Client Management administrators can choose which OS options and architecture are presented to the support agents when they are remotely controlling the end user's devices. For more information about choosing the OS and architecture, see Configuring-the-remote-control-recording-parameters.
The following video (3:05) demonstrates how to integrate BMC Helix Client Management with Live Chat so that agents can remotely access the end users' desktop:
Product | Persona | Task number | Task | Reference |
|---|---|---|---|---|
Live Chat | End user | 1 | Initiate a conversation with the support agent to resolve an issue. | |
Live Chat | Support agent | 2 | Request remote access to the end user's device to understand and fix the issue. | |
BMC Client Management | BMC Client Management administrator | 3 | Share the URL to remote control the end user's device. | |
Live Chat | Support agent | 4 | Access the end user's device remotely by using the URL and fix the issue. | |
BMC Client Management | Support agent | 5 | Chat with the end user. |