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Configuring communication channels in BMC HelixGPT

 

You can configure BMC HelixGPT for your application so that your application works with different user communication channels such as Microsoft Teams and WhatsApp. Configuring communication channels helps you reach your end-users on platforms they already use, reduce effort for accessing support, increase adoption of self-service options, and improve response time and operational efficiency.

Information

Scenario:  Enhancing employee self-service with Microsoft Teams

Jonnie, Apex Global's HelixGPT Agent Studio administrator and Office 365 (Teams) administrator, adds a custom channel integrated with Microsoft Teams to enhance employee self-service.

Employees can request new software, check asset availability, and track service requests directly within Teams.

The channel delivers instant responses, automates approvals, and escalates complex requests to the IT team, boosting efficiency and reducing the service desk workload.

This section provides information about how to configure BMC HelixGPT to work with the supported communication channels:

Action

Reference

Enable Microsoft Teams channel.

Enable WhatsApp conversation in BMC HelixGPT by using Twilio.

 

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BMC HelixGPT 26.1