20.08 enhancements preview

Preview the BMC Helix Chatbot 20.08 enhancements for upcoming features that will benefit your organization and to understand changes that might impact your users.

Important

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

Import services with dependent questions from BMC Helix Digital Workplace Advanced to BMC Helix Chatbot

As an application business analyst, you can include dependent questions—questions for which the answer options are displayed based on a user’s response when you import services from BMC Helix Digital Workplace Advanced to BMC Helix Digital Workplace Advanced. BMC Helix Chatbot also populates the default answers to service questions that are defined in BMC Helix Digital Workplace Advanced.

Add service options in the chatbot welcome message

As an application business analyst, when you set up a chatbot, you can configure the welcome message in the following ways:

Add service suggestion buttons to the welcome message so that an end user can initiate a request immediately after starting a conversation.
Add a welcome message with line breaks.
Show or hide the end user's name in the welcome message.

Integration with BMC Helix Cloud Cost to view cost optimization recommendations in a chat

As a BMC Helix Cloud Cost administrator, you use BMC Helix Chatbot to enable optimization of cloud resources. You can request for budget recommendations for a business service or resource pool. The chatbot can respond with the budget and recommendations to optimize the service cost.

Embed multiple chatbots in third-party applications

As a developer of a third-party application, you can embed multiple chatbots in your application via contextual menu or iframe. You can leverage the following capabilities when you embed multiple chatbots:

Use a single icon for multiple chatbots in a contextual menu.
Customize the chatbot icon and chatbot contextual menu icons.
Embed multiple chatbots in your own web application's contextual menu.

View cognitive search and chatbot reports

In addition to the existing reports, as an administrator, you can view the consumption reports for cognitive search and chatbot unique users on the BMC Helix Innovation Studio UI. On the BMC Helix Chatbot Monitoring Dashboard, you can filter reports by location.

Receive attachments from support agents

During a live chat session, an end user can receive attachments from support agents and save them for future reference.

Locale-related updates

This release includes the following locale-related updates:

Support for Danish and Norwegian languages.
Administrators can set the default locale for each chatbot.
End users can switch to a preferred language on the Chatbot UI.

Cancel a live chat request from the supported chatbot channels

End users can cancel a live chat request at any point after initiating it or during the live chat conversation. You can cancel the live chat request in the BMC Helix Chatbot web UI as well as in chat channels such as Slack, Microsoft Office 365 Teams, Skype for Business on-premises, and SMS (by using Twilio). We added this capability in BMC Helix Chatbot version 20.02.01. For more information about patch 1, see 20-02-01-Patch-1-for-version-20-02.