Creating Virtual Agent Queries

You create virtual agent queries in the Live Chat Administration Console.

Before you begin

The configuration values for queries can vary depending on the source. For example, a query for Remedy Knowledge Management uses different Type and URL values than a Google query. Review the following information in Virtual-Agent-Query-parameters-and-formats and prepare the values needed for query sources:

To create a virtual agent query

1. From the IT Home page, select Live Chat > Live Chat Administration Console.
2. Under General Settings, click Virtual Agent Queries.
   The Virtual Agent Query Configuration pane appears.
   
   
   
   

3. Create a query using the following methods.

   Method	Steps
   Create new query. The Virtual Agent Query Configuration dialog box has no default settings.	Click Create.
   Modify existing query. The Virtual Agent Query Configuration dialog box has default settings which might require modification.	To view all queries, select the Show Disabled checkbox. Select a query and click Modify.

   The Virtual Agent Query Configuration dialog box appears.
   
   
   
   

4. Enter the necessary values to define the query.
   For details about the fields, see Virtual Agent Query parameters and formats.
5. Save the changes as follows:
   • Click OK to save the changes and close the configuration dialog box.
   • Click Apply to save the changes and keep the configuration dialog box open.

Related topics

Configuring the BMC Knowledge Management virtual agent queries

Enabling the Microsoft Office Online virtual agent query