This documentation supports the 22.1 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 License-types-and-features.

Integrating a BMC chat application with BMC Helix Digital Workplace

BMC offers multiple chat applications that you can integrate with BMC Helix Digital Workplace. By using these chat applications, your users can get answers to their questions by chatting with a virtual agent or a live agent. Live agents use the Support Agent Console to chat with users. They can chat with multiple users simultaneously, and their conversation is logged to an incident request.

Important

The current user interface supports different chat applications: Live Chat and BMC Helix Virtual Agent. You can choose and configure any of these products to suit your business need. 

If your end-users access use mobile devices to access BMC Helix Digital Workplace with BMC Helix Virtual Agent, they must launch BMC Helix Virtual Agent in a browser.

Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced


Before you begin

Determine the BMC chat application that you want to integrate with BMC Helix Digital Workplace. The following table outlines the requirements to two chat applications that BMC has:


Licensing requirement

Applicable persona

Pre-configuration steps

Live Chat

Included with BMC Helix Digital Workplace Advanced

End users (through the Self Service Portal) and agents (through BMC Helix ITSM: Smart IT and BMC Helix Business Workflows)

See Accessing and navigating Self Service Portal in the Live Chat documentation.

BMC Helix Virtual Agent

Paid license required

End users

To integrate BMC chat applications with BMC Helix Digital Workplace 

  1. Configure the Chat button to be displayed in BMC Helix Digital Workplace and launched in a browser window.
  2. In the BMC Helix Digital Workplace  Admin console (http://server:port/dwp/admin), select Configuration, and then click Application Features.
  3. In the Features table, select Virtual Chat.
  4. Under Configuration on the left side of the window, click Virtual Chat.
  5. In the Virtual Chat URL field, specify the URL to be connected to the BMC chat application on your environment.
    The standard URL format is http://midTierServerName:portNumber/eschat/ (for example, http://cal-server-mt.calbro.com:8080/eschat/).

  6. (Optional) Change the dimensions of the window.

    Important

    The default size for the chat window is 540 x 800 pixels. The minimum required size is 540 x 670 pixels. Reducing it may prevent the chat window from functioning as expected.

  7. Click Save.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*