Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Using live chat to escalate issues to support agents

As an end user, you can use live chat to escalate your issues to support agents. A live chat enables you to have real-time conversations with support agents if BMC Helix Virtual Agent cannot understand your intent or provide sufficient information to resolve your request. When you start a live chat session, BMC Helix Virtual Agent routes you to a support agent through the live chat capability of Live Chat.

Before you begin

Ensure that the administrator has configured BMC Helix Virtual Agent to connect with Live Chat.
For more information, see Configuring BMC Chatbot to enable live chat for users.

To start a live chat with the support agent

  1. Open the chatbot window and start a chatbot conversation to seek resolution for your issue.
    BMC Helix Virtual Agent searches various knowledge repositories, such as the knowledge base or corporate portal, and returns a solution. 
  2. If you are satisfied with the response, close the chat session. 
  3. If you are not satisfied with the response and want to chat with a support agent for additional assistance, the chatbot conversation displays the following message:
    Sorry that information did not help.  To help resolve your issue you can start over and rephrase your question, or I can create a Service Desk Request, or I can transfer your chat to a Live Agent.  Which one would you like?
    In this case, type transfer to live chat in the chatbot conversation.

  4. Select the appropriate topic related to your query. If topics and support queues are configured, the chat is transferred to a subject expert agent. BMC Helix Virtual Agent routes your issue to a support agent through the live chat capability of Live Chat. 

    Important

    The chat message should not be more than 2048 characters.

  5. During your live chat session with a support agent, you can perform the tasks as described in the following table:

    Action

    Description

    Instructions

    Chat cancellation and transcript

    Cancel live chat request

    You can cancel the live chat request at any point during the conversation. Cancelling the live chat request is supported by the BMC Helix Virtual Agent web UI and other supported chat channels. 

    After the live chat request is cancelled, the following message is displayed:

    The transfer to a Live Agent has been cancelled and you are now reconnected with Chatbot name.

    If a support agent was assigned to your request, the agent is notified when you cancel the request.

    In the chat window, perform one of the following actions:

    • (For BMC Helix Virtual Agent web UI) 
      Click the 2002_Dot icon for transcript.png icon and click End Live Chat. 
    • (For Slack, Skype for Business on-premises, Microsoft Office 365 Teams, and SMS) 
      Type /endlivechat. 

    Tips to use the /endlivechat command

    • When you use Slack as a chatbot channel, you must add a space (" ") before the /endlivechat command. 
      Example: " /endlivechat"
    • The command is not case sensitive.
    • The command is localized in the languages supported by BMC Helix Virtual Agent. For other unsupported locales, the command is in English.
    • Real-time translation cannot be used to localize this command.
    • If the command is typed incorrectly, a help text message is shown with the correct set of available commands.
    • If the command is typed outside the scope of a live agent session, it is considered as a regular input text by the end user and does not behave like a command.

    Request for the chat transcript

    You can request for a transcript of your chat. After the chat is over, the transcript is sent to your email ID that is registered with your organization.

    Notes:

    • During a chat conversation, you can request for a transcript of the current chat only and not a previous chat conversation.
    • In the transcript, you can view the entire chat conversation, and other details such as date, time, and knowledge articles, if any.

    In the chat window, click 2002_Dot icon for transcript.png and then select the Send transcript check box, as shown in the following image:

    2002_Send transcript check box.png

    Send or receive an attachment

    Send an attachment

    You can send an attachment during a chat conversation with the chatbot or a support agent. Ensure that you have the latest version of the Live Chat patch that is compatible with the BMC Helix Innovation Suite version.

    Note: When you chat with a support agent by using Skype for Business on premises, you cannot send attachments to the chat.

    In the chat window, perform one of the following actions:

    • Draft the file that you want to attach to the chat window.
    • Click the 2002_File upload during chat with agent.pngicon.

    Receive an attachment

    On any BMC Helix Virtual Agent supported communication channel, you can receive an attachment that a support agent sends through a live chat session.

    In the chat window, you can receive an attachment in one of the following ways:

    • As a link—If you are not logged in, the link opens the login page for BMC Helix Innovation Studio. After you log in to the application, the attachment is downloaded.
      Important: If you reload your browser, the link is not visible.
    • As a downloadable item—You can download the attachment file without logging in to BMC Helix Innovation Studio.
      Important:
      • This option works only for the Microsoft Teams and Slack communication channels.
      • In Microsoft Teams, you can view the downloaded attachments in the Files section.

    The following image shows how an attachment is displayed in an SMS:

    SMS_attachment link_2008.png

Related topic

Leveraging-live-chat-capability

 

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