Integrating
Live Chat integrates with multiple BMC applications such as such as Smart IT and BMC Helix Business Workflows.
By default, end users can interact with support agents by using Self Service Portal in Live Chat.
If you want end users using BMC Helix Virtual Agent to interact with support agents, ensure that Live Chat is integrated with BMC Helix Virtual Agent.
Agents can connect to a chatbot from Smart IT (which is installed on-premises or deployed as a deployment package), or BMC Helix Business Workflows.
Refer the following table that lists the procedures to integrate Live Chat with others BMC applications:
Role | Action | Reference |
|---|---|---|
Smart IT administrator | Enable and configure the Smart IT integration with Live Chat. As a result, support agents in Smart IT can participate in live chat sessions with the end users using Self Service Portal. Support agents can use BMC Helix Knowledge Management by ComAround to search knowledge resources in the agent console within Smart IT. If the CCS parameter in Smart IT is set to: useARUserPreferenceForLocalization = false, then Smart IT or Live Chat displays the agent console based on the locale setting of the browser used to log in. If it is set to: useARUserPreferenceForLocalization = true, then Smart IT or Live Chat displays the agent console based on the locale set as per the AR System User Preference record of the user. For more information, see Integrating Smart IT with Live Chat. | |
BMC Helix Innovation Suite administrator | Enable and configure the BMC Helix Business Workflows integration with Live Chat. As a result, support agents in BMC Helix Business Workflows can participate in live chat sessions with the end users using Self Service Portal. | |
BMC Helix Innovation Suite administrator | Enable and configure the BMC Helix Business Workflows integration with Live Chat. As a result, end users in BMC Helix Virtual Agent can chat with support agents with Smart IT or BMC Helix Digital Workplace Advanced. | |
BMC Helix Digital Workplace Advanced administrator | Enable and configure the BMC Helix Digital Workplace Advanced integration with Live Chat As a result, end users in BMC Helix Digital Workplace Advanced can chat with support agents in Smart IT or BMC Helix Digital Workplace Advanced. |
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