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Configuring other communication channels

An administrator can add a communication channel in BMC HelixGPT to make the BMC Helix application support easier for users. This integration helps reduce response times and lets users get help without switching applications.
It supports secure two-way messaging between a custom channel and BMC HelixGPT via a webhook, enabling users to communicate with their BMC Helix application through that channel.

Information
Scenario

Apex Global, a large retail company, uses Google Chat as its primary collaboration platform. Employees often face technical issues such as application access problems or password errors. To resolve these issues, they usually need to open a support portal and create a ticket, which slows down the process and increases the workload for the IT support team.

Jonnie, the IT Administrator, integrates Google Chat with BMC HelixGPT so that employees can interact with BMC HelixGPT directly from Google Chat. Now, employees like Laura can simply message BMC HelixGPT on Google Chat to ask questions such as how to reset a password or request access to an application.

The AI Agent instantly provides answers, troubleshooting steps, or links to request services. This helps employees resolve issues faster, reduces the number of support tickets, and improves overall productivity.

Before you begin

You must have an active custom channel account with permission to create and install apps in the custom channel workspace.

Process overview

To add the custom channel as a communication channel in BMC HelixGPT, administrators must perform the following tasks:

Process overview

To create an application in a custom channel and set the application scope

  1. Create a custom channel workspace and an application in a custom channel.

    1. Create a custom channel workspace.

    2. (Optional) Invite new members to your workspace.

    3. Create an application in a custom channel.

    4. Configure a bot user for your custom channel application.

  2. Set the OAuth permissions.

  3. Install the app to Workspace. 
  4. Copy the custom channel application credentials.

To add the custom channel as a communication channel

Perform the following steps in HelixGPT Agent StudioData URI image:

  1. Select an application from the Application list.
  2. Select an appropriate skill for the application you select.
  3. Click the Channels tab.
  4. Click Add Channel.
    The Add Channel dialog box is displayed.
  5. Select Custom Webhook from the Channel list and click Add.​Data URI image​
  6. On the Add Channel dialog box, enter the values for the following fields:

     

    FieldDescription
    ChannelCustom channel name
    NameName of the custom channel
    DescriptionCustom channel description
    Webhook URLThis field is populated automatically. It is the endpoint URL that you provide when configuring the webhook in a custom channel.
    Custom Bot IDApp ID that you copied from the application credentials.
    Custom App PasswordEnter the password or token that you copied from the application credentials.
    Configuration*

    Defines core logic, OAuth config, stream behavior, and alias values.

    Incoming Payload Mapping*

    Imports channel webhook data into BMC HelixGPT.

    Outgoing OAuth Payload Mapping*

    Generates access token requests.

    Outgoing Payload Mapping*

    Structures the message sent to the channel.

    User Identity Mapping*

    Identifies and resolves the user for personalized conversations.

  7. Click Save.

To configure the webhook

You must subscribe to events in a custom channel to receive notifications, such as when the end user posts a message. 

Perform the following steps to subscribe to the custom channel events:

  1. Navigate to the application that you created in the custom channel.
  2. In the Request URL, enter the webhook URL that you got when you added a custom channel as a communication channelConfiguring-other-communication-channels.
    You have now configured a custom channel to work with BMC HelixGPT.

​Data URI image​

Related topic

Enabling BMC HelixGPT in WhatsApp

 

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BMC HelixGPT 26.1