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Adding Microsoft Web Chat as a communication channel

Information

The features and enhancements in this topic are under controlled availability to select customers.

Microsoft Web Chat enables administrators to embed BMC HelixGPT into a web application by using the Microsoft Bot Framework Web Chat SDK. Web Chat provides a ready-made chat interface and communicates with BMC HelixGPT through the Direct Line channel.

Web Chat is suitable when you want to embed BMC HelixGPT quickly without building a custom UI.

Information
Scenario

Apex Global, a financial services company, operates an internal HR and IT self‑service portal for contract staff who do not have access to Microsoft Teams. To provide an embedded conversational experience with minimal development effort, administrators enable Microsoft Web Chat in BMC HelixGPT and embed the Web Chat interface directly into the portal.

Contract staff use the Web Chat interface to reset passwords, check ticket status, and access HR policies without leaving the portal. By using Web Chat, Apex Global provides quick access to HelixGPT capabilities via a ready‑made chat interface, reducing dependency on email communication and the service desk while supporting users outside the Microsoft Teams environment.

Best practice

Use a dedicated Web Chat secret to isolate Web Chat traffic from other Direct Line clients.

Limitations

When you use Web Chat, the following limitations apply:

  • Streaming responses are not supported.
  • Typing indicators are not available.
  • Activity updates appear as duplicate messages.
  • Adaptive card interactions differ from Microsoft Teams.
  • Microsoft Teams-specific features such as single sign-on, tabs, and task modules are not supported.

Process overview

To embed BMC HelixGPT in a custom application, administrators must perform the following tasks:

Process overview

Before you begin

Make sure that you meet the following requirements:

  • You have access to the Azure portal.
  • An Azure Bot Service resource is already configured for BMC HelixGPT.
  • The bot is configured with the same Microsoft Bot ID and app password used for Microsoft Teams.
  • The Web Chat or Direct Line channel is enabled in Azure Bot Service.

To obtain the Web Chat secret from the Azure portal

  1. Log in to the Azure portal.
  2. Open your Azure Bot Service resource.
  3. From the navigation pane, select Settings > Channels.
  4. Click Web Chat in the channels list.

    Channels list for your Azure bot resource
     
  5. Copy the Web Chat secret.

    Web Chat secret

To configure the channel in HelixGPT Agent Studio

  1. In HelixGPT Agent Studio, select an application from the Applications drop-down list.
  2. Select the skill.
  3. Click the Channels tab.
  4. Click Add Channel.
    The Add Channel dialog box is displayed.
  5. From the Channel drop-down list, select Microsoft Teams.
  6. Click Add and set the following values in the Add Channel dialog box:
    Field nameDescription
    NameCustom channel name.
    DescriptionCustom channel description.
    Name of the custom channelA unique name for the bot registered in Microsoft Azure. This name enables integration between BMC HelixGPT and the custom bot, enabling seamless communication and automated interactions within the bot.
    Microsoft Bot IDThe bot’s unique App ID, created during Azure Bot registration.
    Microsoft App PasswordThe bot's secret key to authenticate the bot with Azure and the Bot Framework Service.
    Direct Line Secret

    A master key that authenticates a client to your bot through the Direct Line API, granting access to any bot conversation. Paste the Direct Line secret that you copied from the Azure portal.

    Web Chat Secret

    A bot channel secret that is used to generate tokens for securely embedding and authenticating the Web Chat control on a website. Paste the Web Chat secret that you copied from the Azure portal.

  7. Click Save.

To configure and use the Web Chat channel with BMC HelixGPT

  1. Open webchat-channel-sample.html.
  2. Enter the values for the following fields:
    Field nameDescription
    Web Chat secret

    It is used to authenticate the client with the bot service.

    Paste the Web Chat secret that you copied from the Azure portal.

    User ID

    A unique identifier for the end user interacting with BMC HelixGPT.
    This ID is included in Bot Framework activities and is used by BMC HelixGPT to authenticate the user.

    Use a stable, unique value (for example, a GUID) to ensure consistent behavior across messages.

    Display name

    The name shown in the chat UI to represents the user.

    Token API

    Select the token service domain that matches how your Web Chat channel is configured in Azure Bot Service.

    Debug

    Select it to log detailed Direct Line activity to the browser for troubleshooting.

    Result

  3. Click Connect.

  4. Use the chat UI and start interacting with BMC HelixGPT.

  5. (Optional) Enable Debug to inspect Direct Line traffic in the browser.

Result

After you complete the procedure, users can access BMC HelixGPT through a Web Chat interface embedded in a web application. Users can submit requests and receive responses without using Microsoft Teams.

Related topic

Adding Microsoft Direct Line API as a communication channel

 

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BMC HelixGPT 26.1