Interacting with chat users
Support agents use Live Chat to resolve user queries. When you receive a new chat request from a self-service user or a BMC Helix Virtual Agent user, you can view the chat and join the session. You can view user information and use resources to help resolve the user's queries. From a chat session, you can also create an incident or a work order.
Support agents can perform the following tasks on a chat session:
Action | Reference |
|---|---|
Notify support agents in BMC Helix ITSM: Smart IT of incoming chats and new messages in an existing chat | |
Accept, transfer, or release a chat session | |
Invite or join a chat session | |
Use an automated script to ask common questions to self-service users | |
Use common messages such as initial greeting or questions by using the type-ahead search | |
Use common links to troubleshoot or resolve issues | |
Access user's desktops remotely to solve issues during a chat | |
Send and receive files from the end user during a chat session | |
Create an incident or work order and associate the chat to an existing ticket |
Related topics
Interacting with users on Live Chat in the BMC Helix ITSM: Smart IT documentation.
Assisting users by using Live Chat in the BMC Helix Business Workflows documentation.