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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, enabling users to communicate with their BMC Helix application through other communication channels such as Microsoft Teams, Copilot, WhatsApp, Slack, and Google Chat.

Scenarios

Resolve IT Issues via Google Chat by using BMC HelixGPT

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.

Order IT Software via Helix IT Services directly from Copilot

At Apex Global, the Microsoft Copilot Studio and BMC HelixGPT integration allows employees to access BMC HelixGPT directly within Microsoft Teams using a Copilot agent. This enables conversational IT support and service fulfillment without switching applications. Copilot Studio manages interactions and securely connects to BMC HelixGPT via Azure Functions and BMC RSSO OAuth, preserving user identity without requiring re-authentication.

For example, an employee at Apex Global can ask the Copilot bot, Request Adobe Photoshop, respond to a few follow-up questions in chat, and have the service request created and tracked in BMC Helix.

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 a custom channel in BMC HelixGPT, administrators must perform the following tasks:

Generic process overview

To add the custom channel as a communication channel

  1. In HelixGPT Agent Studio, from the Skills tab, select the BMC Helix 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. From the Channel list, Select Custom Webhook and click Add.​Data URI image​
  6. In the Add Channel dialog box, enter the values for the following fields:

     

    FieldDescription
    ChannelCustom channel name (Example: Google Chat).
    NameName of the custom channel.
    DescriptionCustom channel description.
    Webhook URLThis is a read-only field and is populated automatically. It is the endpoint URL that you provide when configuring the webhook in a custom channel.
    Custom Bot IDApplication ID that you copied from the application credentials.
    Custom App PasswordThe password or token that you copied from the application credentials.
    Configuration*

    Defines the core processing logic for the custom communication channel, OAuth configuration, stream behavior, and alias values.

    Example for Slack:

    {
      "authorizationUrl": "https://slack.com/api/oauth.v2.access",
      "staticServiceUrl": "https://slack.com/api/chat.postMessage",
      "verifyAccountChatIdMapping": "conversationId",
      "isGroup": false,
      "enableCache": false,
      "authType": "customAppPassword",
      "contentType": "json",
      "appendConversationPathToEndpoint": false,
      "streamChunkInitialThreshold": 10,
      "streamChunkFirstMultiplier": 5,
      "streamChunkSubsequentMultiplier": 3,
      "messageTypeAlias": "app_mention",
      "typingTypeAlias": "",
      "streamEntityTypeAlias": "streamInfo",
      "streamTypeStreamingAlias": "streaming",
      "streamTypeInfoAlias": "informative",
      "streamTypeFinalAlias": "final",
      "atMentionStartTag": "<@",
      "atMentionEndTag": ">"
    }

    Incoming Payload Mapping*

    Imports channel webhook data into BMC HelixGPT. Copy the value as provided for your channel.

    Example for Slack:

    {
      "text": "event.text",
      "type": "event.type",
      "timestamp": "event.ts",
      "id": "event_id",
      "conversationId": "event.channel",
      "channelId": "event.channel",
      "fromId": "event.user",
      "recipientId": "authorizations[0].user_id",
      "platform": "team_id",
      "fromName": "event.user",
      "aadObjectId": "event.user"
    }

    Outgoing OAuth Payload Mapping*

    Generates access token requests. Copy the value as provided for your channel.

    Example for Google Chat:

     {
      "clientKey": "client_id",
      "clientSecretKey": "client_secret",
      "refresh_token": "refresh_token",
      "grant_type": "grant_type"
    }

    Outgoing Payload Mapping*

    Structures the message sent to the channel.

    User Identity Mapping*

    Identifies the user for personalized conversations.

  7. Click Save.

To configure the webhook in a custom channel

  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 channel.
    You have configured a custom channel to work with BMC HelixGPT.

​Data URI image​

Related topics

Adding Slack as a communication channel

Adding Google Chat as a communication channel

Enabling BMC HelixGPT in WhatsApp

 

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BMC HelixGPT 26.2