Configuring BMC HelixGPT to work with BMC Helix Virtual Agent

Before you begin

Make sure to complete the following steps before you configure BMC HelixGPT in the BMC Helix Virtual Agent:

Process for configuring BMC HelixGPT

To create a chatbot

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select the application for which you want to create a chatbot.
   Perform one of the following steps to create the application based on access level for users:
   • To provide access to all users, create a chatbot in the BMC Chatbot application.
   • To provide access to a specific group of users, create a chatbot in the application that only the user group has access to.
3. On the Chatbots tab, click New and enter a unique name for the chatbot. 
   For example, IT Helpdesk.
4. Click Save.

The newly-created chatbot is displayed on the Chatbots tab, as shown in the following figure:

The following figure shows the features that you can access:

1. Click the Navigation tab to explore various sections and features within the application.
2. Click the Actions drop-down to select the required action to be performed.
3. Click the Visit deployed application tab to open and navigate to theLive Chat application. Alternatively, you can open the application directly in your browser and log in with your credentials.

To configure BMC HelixGPT

The following figure shows the tasks involved in configuring BMC HelixGPT with BMC Helix Virtual Agent:

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. From the Chatbots tab, select the newly created chatbot.
3. From the Assistant Service Provider list, select BMC HelixGPT as the assistant service provider. 

4. On the Chatbot Skills tab, specify the following fields:

   UI field	Description
   HelixGPT Skill	From the HelixGPT Skill list, select the reference BMC HelixGPTskill.
   Chatbot Display name	Type a name for BMC Helix Virtual Agent that will be displayed to users. Example: Azure HelixGPT

   The following figure shows the fields in the Chatbot Skills tab:
   

5. Click Save.

To change the branding of a chatbot

You can change the branding of a chatbot by uploading your organization's logo, header color, header text, and so on. You can also customize the chatbot animation when it loads for the first time. Although this is an optional task, it is recommended that you leverage this capability of chatbot. The branding applies only to the chatbot web UI and not to other chatbot channels such as Office 365, Skype for Business on-premises, Slack, and Twilio. 

To learn how to customize a chatbot and the best practices for file size and pixel size, see Branding-BMC-Helix-Virtual-Agent-for-your-company.

To configure the chat session idle timeout

Chat session idle timeout is the period within which the chat session closes automatically. The default timeout period is 15 minutes. 

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
2. Select Cognitive and Chatbot >  Cognitive Service.
3. From the Configure list, select Chatbot.

4. In the Chatbot section, enter the value in the following field, and click Save.

   Field	Description
   Chat Session Idle Time	Enter the time in seconds after which the chat session must close automatically if the end user is not chatting. Default time: 900 seconds Valid range: 300 to 1200 seconds

To configure the end user idle timeout

User idle timeout period is when there is no action by the end user from the last sent message and the chat session ends automatically. The default timeout period is 30 seconds. 

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
2. Select Cognitive and Chatbot >  Cognitive Service.
3. From the Configure list, select Chatbot.

4. In the Chatbot section, enter the value in the following field, and click Save.

   Field	Description
   Chat User idle time	Enter the time in seconds after which the chat session closes automatically if there is no activity by the end user after the last sent message. Default time: 30 seconds. Valid range: 300 to 1200 seconds

   The system displays the following message if the user tries to re-initiate the recent conversation with the chatbot after the session timeout period. The user needs to start a new chat session with the chatbot.
   

To view all the chatbots in the BMC Helix Innovation Suite environment

Administrators can view all the chatbots created for all applications in the BMC Helix Innovation Suite environment.

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Select Cognitive and chatbot > Chatbots. 
   The Chatbots list displays all the chatbots that are configured in the BMC Helix Innovation Suite environment. 
   For example, the following displays the default chatbot, BMC Chatbot, and a custom chatbot. 
   

To make company logo optional in BMC Helix Virtual Agent web UI

Administrators can configure the BMC Helix Virtual Agent web UI to display the company logo default or make it optional.

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Select Cognitive and chatbot > Cognitive service. 
3. From the Configure list, select Chatbot.
4. In the Chatbot section, perform the following steps:
   1. Turn off the Remove "Powered by BMC Helix" in web UI toggle key to display the company logo by default.
   2. Turn on the Remove "Powered by BMC Helix" in web UI toggle key to stop displaying the company logo.
      
      
      
      
5. Click Save.

To customize system messages in BMC Helix Virtual Agent

Administrators can customize system messages so that end users can view the system messages in the chatbot in one of the supported locales. 

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
2. Select Cognitive and Chatbot > Chatbot messages. 
3. On the Chatbot messages page, from the Locale list, select the relevant locale.
   The Chatbot messages list displays all the chatbot system messages that are configured.
4. Select the Message ID of the chatbot system message that you want to customize.

5. On the Edit message page, enter the value in the following field, and click Save.
   

   Field	Description
   Custom message	Enter the system message that you want to customize for the chatbot.

   
   

6. (Optional) To change the custom system message to the default system message, click Reset to default.