This documentation supports the 20.08 version of BMC Helix Chatbot. To view the documentation for the previous version, select 20.02 from the Product version menu.

Enabling live chat for users

Administrators can configure BMC Helix Chatbot to provide live chat capability to users. A live chat enables users to have real-time conversations with support agents if BMC Helix Chatbot cannot understand the user's queries or provide sufficient information to respond to the user's request. When users start a live chat, they are routed to a support agent through the live chat capability of BMC Virtual Chat. Users can start a live chat from the web UI of BMC Helix Chatbot only. 

To know the benefits of the live chat capability, see Leveraging-live-chat-capability. For more information about the live chat capability in BMC Virtual Chat, see BMC Virtual Chat. 

Before you begin

Product

Task

BMC Virtual Chat

Ensure that you have BMC Virtual Chat version 9.1.02.00 VC_910200_2019FEB13_CU_ALL or later so that the live chat requests are routed to support agents. For more information about installing and licensing BMC Virtual Chat, see Performing the installation.

IBM Watson

If you previously implemented BMC Helix Chatbot, you must update the Live AgentChat - Login dialog nodes in the IBM Watson Skills. The updated Live AgentChat - Login dialog enables your users to be routed automatically to the appropriate support queues that are available in BMC Virtual Chat. For information about configuring the Live AgentChat – Login dialog nodes, see Configuring-the-live-chat-dialog-nodes-in-IBM-Watson-Assistant-Skills.

(If you want BMC Helix Chatbot to automatically localize messages in a live chat)

BMC Virtual Chat

Ensure that you have configured the language settings in BMC Virtual Chat. For more information, see Setting language options and translation in BMC Virtual Chat documentation.

Best practice

If you enable real time translation in BMC Helix Chatbot, you must enable the automatic language translation setting in BMC Virtual Chat for a seamless experience of handling language translation.

To configure BMC Helix Chatbot for enabling live chat

You can configure BMC Helix Chatbot to connect with BMC Virtual Chat. When users start a live chat, they are authenticated and routed to a support agent through the live chat capability of BMC Virtual Chat.  

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Configure My Server > Virtual Chat Configuration.

  3. In Virtual Chat Configuration, expand Authentication and provide the following information:

    Field Name

    Action

    BMC Remedy Mid Tier URL

    Enter the Tomcat URL where BMC Virtual Chat is deployed.

    For example, https://calbro.com

    Important: Do not enter the ESChat URL.

    AR Administrator User

    Enter the user name of AR Administrator account.

    Important: To avoid errors, do not delete this user.

    AR Administrator Password

    Enter the password of AR Administrator account.

    Important: To avoid errors, do not use a password that can expire or do not change this password.

    AR System Server URL

    Enter the URL of the Remedy Action Request (AR) System server REST API that contains the Jetty port number.

    For example, https://calbro-arapi.com

    Test

    Test the connection to Virtual Chat application by using the configuration settings that you provided. If there is a connection error, the configuration settings are not saved and an error message is displayed.

  4. Click Save.

Tip

If you performed this configuration earlier, but the authentication method changed in BMC Live Chat, save these settings again.

BMC Helix Chatbot is configured to connect to BMC Virtual Chat, and enable users to escalate their issues to support agents by using live chat.

Related topics

Leveraging-live-chat-capability

Troubleshooting-live-chat-issues


 

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