Using Employee Navigator capabilities in your website

Important

The features and enhancements in this topic are under controlled availability to select customers.

As a website administrator, embed the Employee Navigator chat panel in a third-party website, extending the Employee Navigator experience beyond the core BMC Helix Digital Workplace interface.

As a BMC Helix Digital Workplace user, use the Employee Navigator chat panel to receive intelligent, conversational assistance directly within the website you visit. The panel is part of the site’s interface, allowing you to interact with BMC HelixGPT without switching applications or leaving the page.

Scenario for using the Employee Navigator chat panel in the documentation website

Scenario
Apex Global offers a documentation portal where employees can access product guides, troubleshooting steps, and onboarding materials. To improve the self-service experience, a website administrator embeds the Employee Navigator chat panel directly into the portal.

Britney, an Apex Global employee, visits the portal while working on a task and needing help resetting her password.

As she browses, she spots a floating icon familiar from BMC Helix Digital Workplace. She clicks it, and the Employee Navigator chat panel opens as a side panel.

She begins chatting with BMC HelixGPT, asking how to reset her password. BMC HelixGPT replies instantly with clear instructions and a direct link to the relevant documentation. Britney continues the conversation to clarify the steps, all without leaving the portal.

The panel remains accessible as she navigates the site, and her conversation is preserved even if she closes it temporarily. With this embedded experience, Britney can stay focused, get contextual help, and interact with the same AI capabilities she’s used to through BMC Helix Digital Workplace.

User experience and interaction with the chat panel

To use the Employee Navigator chat panel embedded in a third-party website, you must be a BMC Helix Digital Workplace user.

Before using the panel, make sure third-party cookies are enabled in your browser. This setting is required for the embedded panel to function properly; especially in incognito or private browsing modes, where third-party cookies are typically blocked by default. If cookies are not enabled, login and session continuity might be disrupted. For instructions on enabling cookies, refer to the official documentation for your browser.

Launch the chat panel by clicking a floating icon or a custom button, depending on how it was embedded. If you’re already logged in to BMC Helix Digital Workplace and have an active BMC Helix Single Sign-On (SSO) session, you can start using the panel immediately. If not, you are prompted to log in before you can start using the panel.

Important
The chat panel is available only to users who are authenticated through BMC Helix Single Sign-On (SSO). Anonymous access is not supported, and external user registration is not allowed.

Alternatively, you can access the panel as a standalone web page by using the following BMC Helix Digital Workplace URL: https://<your-dwp-host>/dwp/navigator/, where <your-dwp-host> must be replaced with the actual hostname of the BMC Helix Digital Workplace instance. This direct link can be used in emails, buttons on Studio pages, and other locations.

Panel controls

You can interact with the panel in the following ways:

You can move the panel around the screen by dragging it.
You can close the panel when not needed.
When reopened, the panel restores your previous conversation, unless you’ve logged out from BMC Helix Digital Workplace in the meantime.

Panel capabilities and limitations

While using the panel, you can leverage a wide range of AI-powered features, depending on how your organization has configured the HelixGPT skill that powers the panel. For example, ask for knowledge-based guidance, submit service requests, connect to a live agent, and more.

The embedded Employee Navigator chat panel offers the same capabilities as the Employee Navigator panel within BMC Helix Digital Workplace. However, the following behavioral differences and limitations are present when using the embedded chat panel in the third-party website:

Links always open in a new browser tab.
Card view is currently not supported.
Speech-to-text recognition is not supported.
Broadcast and notification alerts are not supported.
Privacy notices are not supported.
The Log out button is not available.
The space banner that indicates that a user has switched to a subtenant is not displayed.
The chat panel can't be embedded inside any page in BMC Helix Digital Workplace, the guest portal, or the external portal.

Language settings

The language of the conversation is based on your BMC Helix Digital Workplace language settings. The login page might be displayed in the previously used language or default to your browser’s language if no prior session exists.

Troubleshooting

The following table describes issues that you might encounter while using the chat panel and the steps you can perform to resolve them:

Issue symptoms	Issue scope	Resolution
Unable to use the panel due to the HttpErrorResponse:403 error. This error prevents further interaction with the chat and also suppresses the display of the AI disclaimer message.	When you log in to the chat panel or attempt to interact with the chat as a logged-in user, you might receive the following error message:	To resolve the issue, contact the BMC Helix Support team.
While logging in, you might see an empty screen for some period of time, where only the panel title is displayed.	If you launch the embedded chat panel without being logged in, the panel takes longer to load the BMC Helix Single Sign-On (SSO) login screen.	Wait for the BMC Helix Single Sign-On (SSO) login screen to load.
Unable to log in to the embedded chat panel when accessing a website by using the Safari browser	When you access a third-party website from the Safari browser (on desktop or mobile) and try to log in to the embedded chat panel, the login screen enters an infinite loop.	To overcome this issue, perform the following steps in the Safari browser: Open the Safari browser. Select Preferences > Privacy. Clear the selected Prevent cross-site tracking checkbox. The following image shows the Privacy tab of a Safari browser window:
Unable to see the chat panel contents.	When you open the chat panel as a logged-in user, the chat panel is blank, and no content is displayed within the panel.	This issue might be caused by third-party browser extensions, such as ad blockers, that might interfere with the chat panel. Make sure to limit the use of such extensions. To verify if the issue is caused by the browser extensions, open the Developer console in your browser and check for error messages: