Creating custom agents

Custom agents in BMC HelixGPT enable you to build AI-powered assistants tailored to your organization’s specific business needs. They provide full control over agent behavior, integrations, and workflows.

By creating custom agents, you can automate complex processes, deliver personalized user experiences, and integrate seamlessly with your enterprise systems.

Creating custom agents helps you perform the following tasks:

• Automate organization-specific workflows and reduce manual effort
• Deliver personalized and context-aware user experiences
• Integrate multiple enterprise systems into a unified interface
• Improve operational efficiency and response accuracy

Benefits

Custom agents provide the following advantages:

• Provide full control to define behavior, tone, and logic
• Support custom and organization-specific use cases
• Enable extensibility by adding skills, tools, and integrations
• Adapt easily as requirements grow and change

https://youtu.be/hzjrEV046_g

Workflow for creating custom agents

Before you begin

• You have permission to access HelixGPT Agent Studio.
• Required integrations such as BMC Helix ITSM or other systems are available.

To create a custom agent

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. From the Application Launcher, select HelixGPT Agent Studio.
3. Select the Agent tab and click Add agent.
4. To define agent details, perform the following steps:
   On the Agent summary tab, enter the following details.

   Field name	Description
   Name	Enter a unique name for the agent.
   Type	Select the agent type that defines the agent’s role. For more information about agent type, see Agent type. Important: The Agent fleet option is available only when you select the Supervisor agent type.
   Description	Provide a short summary of the agent’s purpose and functionality.
   Provider	Select the AI provider.
   Model	Choose the AI model that powers the agent.

5. Click Save and next.

6. To configure agent instructions perform the following steps:
   1. On the Instructions tab , enter the rules, behavior guidelines, or prompts that define the agent response. 
   2. (Optional) To make the instructions dynamic, insert predefined variables from the Insert Variable list.
   3. (Optional) To improve prompt instructions, click Generate with HelixGPT and then select one of the following options:
      • Click Replace to replace the existing prompt instructions with the BMC HelixGPT-generated prompt instructions.
      • Click Add to instructions to add the  BMC HelixGPT-generated prompt instructions to the existing instructions.
   4. (Optional To evaluate the instructions against security, alignment, and completeness, click Evaluate.
7. Click Save and next.
8. Click the Tools  tab.
9. Select the tools or toolkits that you want to add for the agent, and click Save and next.
10. (Optional) On the Agent Fleet tab, select the sub-agents that you want to add to the custom agent.
    Important: You can select sub-agents only when you create a Supervisor type of agent.
11. Click Save.

To associate the agent with a skill

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. From Application Launcher, select HelixGPT Agents Studio.
3. Select the Skills tab.
4. From the Application drop-down list, select an application.
   The skills available for the application are displayed.
5. Select a skill that you want to associate.
6. Click the Agents option and select the custom agent to which you want to associate the skill.

To test the agent with a skill

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. From the Application Launcher, select HelixGPT Agent Studio.
3. Select the Skills tab.
4. From the Application drop-down list, select an application.
   The skills available for the application are displayed.
5. Select a skill that the custom agent is associated with.
6. Click the Action button for the selected skill and click Test.
   
7. Type the question and analyze the response.
   The right-side panel shows the analysis of the response:
   

To publish the custom agent skill in BMC Helix Digital Workplace

1. Log in to BMC Helix Portal and select BMC Helix Digital Workplace.
   
2. Click the user profile and select Administration.
3. Click  and select Configuration.
4. On the Configuration page, click Chat.
5. On the Chat panel tab, click the Technology drop-down and select Employee Navigator.
6. Click the Skill drop-down and select the skill that is associated with the custom agent.
7. Click Save.

To publish the agent on a custom website

• Configure SSO and required authentication.
• Set up HTTP headers for communication with the backend.
• Copy the Skill ID of your custom skill.
• Embed the application in your website.
• Configure the embedded component to use the copied Skill ID.

Example: Publishing Employee Navigator on a custom website

Click here to view the example

Task 1: To set the HTTP Headers for the Embeddable Chat Panel

1. Log in to BMC Helix Portal and select BMC Helix Innovation Studio.
2. On the Workspace tab, click Digital Workplace.
3. On the Records tab, select HttpResponseHeaders and click Edit data.
4. Click New and fill in the details.
5. Click Save.

Task 2: To configure SSO

1. In the BMC Helix SSO Admin Console, select General > Advanced.
2. Set the Secure Cookie setting to ON and the Same Site Cookie setting to None.

Task 3: To copy the Skill ID for Employee Navigator

1. Click Application launcher and select HelixGPT Agent Studio.
2. From the Application drop-down list, select BMC Helix Digital Workplace.
3. The skills available for the application are displayed.
4. Select the Employee Navigator skill and copy the skill ID.

Task 4: To modify the Index.HTML for your Website

1. Open your website’s index.html file and add the following <script> tag before closing the </body> tag.
   <<dwp-server:port>>/dwp/navigator/script/navigator-trigger.min.js
2. Replace <<dwp-server:port>> with the actual hostname of your BMC Helix Digital Workplace instance.
   For example: <script defer srcmc.com/dwp/navigator/script/navigator-trigger.min.js
   Note: Ensure the hostname is served over HTTPS. Embedding over HTTP is not supported due to cross-site cookie requirements.
3. Add the data-* parameters to the <script> tag and paste the skill ID that you copied in the data-skillId parameter.

   Attribute	Type	Description
   data-skillId	String or null	Overrides the default BMC HelixGPT skill. Create a custom skill in BMC HelixGPT Agent Studio and reference its ID in the script.
   data-productName	String or Object	Sets the panel title and accessibility labels for different views.
   data-language	String	Specifies the title language. Only languages supported by BMC Helix Digital Workplace are allowed. The chat server determines the conversation language inside the chat panel and might differ from the wrapper language.
   data-custom	Boolean	Removes the default SVG styling of the floating button that displays stars if the value of the attribute is set to true.

4. Publish your custom website.

Agent type and usage

Agent types define the roles and capabilities of agents in BMC HelixGPT. They help automate tasks, process information, and provide accurate responses based on the input. You can use different agent types to handle various tasks, such as managing knowledge, generating content, or analyzing data.

For example, an agent of type Knowledge Curator Validate reviews newly created knowledge articles to ensure accuracy and relevance. 

The following table describes the agent types and the usage:

Agent type	Usage
AIOps Chat Agent	Analyzes system alerts and incident data to provide real-time insights and recommendations through chat. It helps IT teams quickly diagnose and resolve issues by offering relevant solutions and automating responses.
Audio and screenshare	Enables you to talk to BMC HelixGPT and share your screen, so you can get help faster and more easily.
Catalog Service Curator	Reviews and validates service catalog items to ensure accuracy and relevance. It helps maintain an up-to-date catalog by identifying outdated or incorrect entries and suggesting improvements.
Guarded React Agent	Restricts access to certain BMC HelixGPT capabilities based on the configurations and user authentication or roles.
Helix Knowledge Curator - Generate	Automatically generates knowledge articles from case details.
Helix Knowledge Curator - Validate	Validates the knowledge articles for accuracy.
ITSM Agent	Automates routine IT service management tasks, such as incident creation, change approvals, and service requests. It helps streamline processes and ensures faster resolution of user issues.
Microsoft Teams	Expedites incident resolution within Microsoft Teams.
React	Automates responses and performs actions based on predefined triggers or conditions. Performing appropriate actions helps quickly address user queries or system events.
Supervisor	Monitors agent performance and conversation quality. It provides insights, suggests improvements, and ensures compliance with service standards.
TSSA Operations Analyzer	Provides insights into patching operations on target servers managed by TrueSight Server Automation.
Catalog Request Agent	Interprets user queries and identifies the most relevant service from the catalog. Walks users through a request questionnaire for services supported in the chat interface and asks them to submit service requests.
Live Chat Agent	Connects users to live support as a fallback option, ensuring continuity by providing a link to connect with a live agent for generic requests.

Related topics

Prebuilt agents

Creating and managing skills

Developing a custom agent