This documentation supports the 20.08 version of Live Chat. To view an earlier version, select the version from the Product version menu.

Changing the Self Service Portal mode

The portal interface is built using HTML files that access the ESChat servlet via Ajax. The ESChat servlet interacts with Remedy Action Request System via the Remedy AR System Java API, enabling anyone to customize the interface. The HTML files are packaged and deployed as part of the eschat.war file. The main interface is the arhome.html file located in the Apache Tomcat eschat folder (under webapps ).

Best Practice
Do not modify the out-of-the-box interface that ships as part of the eschat.war file. Instead, copy the HTML file and rename it before making any changes or customizations.

The portal ships with a default interface called arhome.html. This interface supports the following modes of operation for the BMC Virtual Chat application:


  • Virtual agent only
  • Live agent only
  • Virtual and live agent

The mode is read from the Virtual Chat Administration Console and is automatically applied.

Note

Anyone who modifies or creates an interface must be thoroughly capable in HTML and JavaScript. If you need assistance modifying an existing interface or creating a new one, you must contract BMC Professional Services. This type of support is not included in the standard support contract.

 

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