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This documentation supports the 26.2 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see the License types and features topic. To view an earlier version, select the version from the Product version menu.

 

Configuring Employee Navigator for the guest portal

Information
Required license

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information and Guest User  BMC Helix Digital Workplace Advanced- Guest User.

A guest administrator or super administrator can configure Employee Navigator in BMC Helix Digital Workplace so that guest portal users can submit service requests, search the website, and launch Live Chat from Employee Navigator. Users can also connect to a live agent from the Employee Navigator. Administrators can also embed Employee Navigator in any website.

You can configure Employee Navigator for different components of the guest portal, such as Search, Chat, and the Studio page.

To configure Employee Navigator for search

  1. Log in to BMC Helix Digital Workplace Admin Console.
  2. Select Configuration > Search.
  3. In the Search Results section, from the Maximum results per source list, select the maximum number of results per source
  4. In the Search results assistant (core pages) section, turn on the Enable toggle to activate AI chat functionality for search result views accessed from the My Activity and Catalog pages.
  5. From the Skill list, select the skill you want to use; for example, Guest Portal Navigator.

    You can either select the out‑of‑the‑box skill or a custom skill that you created by copying the out-of-the-box skill.

  6. Click Save.

The following screenshot displays the settings to configure Employee Navigator for Search:

1767789994669-502.png

To configure Employee Navigator for chat and Live Chat

  1. Log in to BMC Helix Digital Workplace Admin Console.
  2. Select Configuration > Chat.
  3. From the Technology list, select the required technology; for example, Employee Navigator.

  4. From the Skill list, select the skill you want to use; for example, Guest Portal Navigator.
    You can either select the out‑of‑the‑box skill or a custom skill that you created by copying the out-of-the-box skill.

  5. To display the navigation icon in the product navigation, turn on the Navigation icon toggle.
  6. To display a floating chat avatar, turn on the Floating avatar toggle.
  7. Click Save.

The following screenshot displays the settings to configure Employee Navigator for chat:

chat_panel_old.png

Important
The Employee Navigator chat in the guest portal includes an out-of-the-box welcome message with a starter prompt: Help me raise a request. By default, this prompt routes users to a service named General Request. If the default locale is not English, administrators must localize the service name in the service catalog. This ensures accurate routing for users across different regions and languages. For more information about editing a service name, see Adding and updating services.

Click here to see the suggested service name for each locale.
LocaleService Name
en-GBGeneral request
ar-AEطلب عام
ca-CASol·licitud general
cs-CZObecný žádost
cy-GBCais cyffredinol
da-DKGenerel anmodning
de-DEAllgemeine anfrage
el-GRΓενικό αίτημα
en-CAGeneral request
es-ESSolicitud reneral
fi-FIYleinen pyyntö
fr-CADemande générale
fr-FRDemande générale
iw-ILבקשה כללית
it-ITRichiesta generale
ja-JP一般的なリクエスト
ko-KR일반 요청
nl-NLAlgemeen verzoek
no-NOGenerell forespørsel
pl-PLZgłoszenie ogólne
pt-BRSolicitação geral
pt-PTPedido geral
ro-ROSolicitare generală
ru-RUОбщая заявка
sv-SEAllmän förfrågan
th-THคำขอทั่วไป
tr-TRGenel talep
uk-UAЗагальний запит
zh-CN一般请求
zh-TW一般請求

To configure Employee Navigator for the Studio page

Employee Navigator helps users access information and perform actions through chat or search. To enable these capabilities on a Studio page, you must configure the view options while creating search views and associate the appropriate BMC HelixGPT skill.

A search view is similar to a studio page that you configure exclusively to provide a modern, preconfigured search experience to your end users. For more information about creating search views, see Creating search views.

Follow the below steps while creating search views:

  1. Select View options > Channel.

  2. Select one of the following:
    Chat and search
    Chat
  3. If you select Chat or Chat and search, choose the skill related to the guest portal from the HelixGPT skill list. 
    You can either select the out‑of‑the‑box skill or a custom skill that you created by copying the out-of-the-box skill.

1767790584878-381.png

To embed Employee Navigator in an external website

  1. Open the index.html file of the website where you want to embed Employee Navigator.
  2. Add the following script:
    <script defer src="<<dwp-server:port>>/dwp/navigator/script/navigator-trigger.min.js" data-productName="Guest Portal Navigator" "type="text/javascript" id="dwp-navigator__trigger-script"></script>
  3. Save the index.html file.
  4. Verify that the Employee Navigator floating icon appears on the website.

To customize Employee Navigator embedded in an external website

  1. Open the index.html file of the website where Employee Navigator is embedded.
  2. Look for the following script:
    <script defer src="<<dwp-server:port>>/dwp/navigator/script/navigator-trigger.min.js" data-productName="Guest Portal Navigator" "type="text/javascript" id="dwp-navigator__trigger-script"></script>
  3. Make changes in the script as required.
    For example, to add the Employee Navigator title in a different language, add the value to data-productName as shown below:data-productName='{"en":"Guest Portal Navigator","fr":"Panneau de discussion"}' 
    With this change, the chat panel title changes to French if you select the French locale in your browser.
  4. Save the index.html file.

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BMC Helix Digital Workplace 26.2