Integrating
Live Chat integrates with multiple BMC applications such as such as BMC Helix ITSM: 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 BMC Helix ITSM: 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 |
|---|---|---|
BMC Helix ITSM: Smart IT administrator | Enable and configure the BMC Helix ITSM: Smart IT integration with Live Chat. As a result, support agents in BMC Helix ITSM: Smart IT 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, 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 in Remedy 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 BMC Helix ITSM: Smart IT or BMC Helix Digital Workplace Advanced. |
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