Enabling notifications and broadcasts in chatbot

Notifications are the status updates and alerts related to service requests submitted by end users in BMC Helix Digital Workplace Advanced. Broadcasts are messages created to notify several users of an important event, an alert, or critical information. 

Chatbot end users can view and dismiss notifications and broadcasts from chatbot, instead of navigating to BMC Helix Digital Workplace Advanced.

After the notification is created in BMC Helix Digital Workplace Advanced, as an application business analyst, you can enable or disable notifications and broadcasts for chatbot users.

Important

End users can view notifications and broadcasts only in the chatbot web UI.

Related topics

Self-service-through-BMC-Helix-Virtual-Agent-in-BMC-Digital-Workplace-Advanced

Enabling-integration-with-BMC-Helix-Digital-Workplace-Advanced-and-BMC-Helix-Business-Workflows


Types of notifications and broadcasts supported in chatbot

As an administrator, you can create several types of notifications and broadcasts in BMC Helix Digital Workplace Advanced. The following types of notifications and broadcasts are supported in chatbot:

  • request needs attention
  • broadcasts
  • service


Scenario: Viewing notifications and broadcasts in chatbot

Scenario: Viewing notifications in chatbot

An employee submitted a service request from the chatbot to get a new pair of headphones. After some time, the employee opened the chatbot and viewed a notification that showed the service request was approved. The employee dismissed the notification from the chatbot. 


Scenario: Viewing broadcasts in chatbot

A company has created a broadcast notification of scheduled downtime for several internal applications. The administrator has created a broadcast message with details of the impacted applications and the duration of downtime. When employees open the chatbot, the broadcast message is displayed to them. 

The following image shows an example of a notification and a broadcast in chatbot:

Enabling notifications and broadcasts in chatbot.png


Important

A maximum of 25 notifications and broadcasts are displayed in the chat. To view the remaining notifications, end users must navigate to BMC Helix Digital Workplace Advanced.


Workflow to enable notifications in chatbot

The following table describes the tasks to enable or disable notifications in chatbot:

Task

Product

Role

Action

Reference

1

BMC Helix Digital Workplace Advanced

BMC Helix Digital Workplace Advanced administrator

Create notifications or broadcasts

2

BMC Helix Virtual Agent

Administrator or application business analyst

Enable notifications

3

BMC Helix Virtual Agent

End user

View and dismiss notifications

 

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