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FAQ

Here are some answers to the most frequently asked questions about the Live Chat product.

Related topics

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BMC Helix ITSM Suite learning path

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How can I make my company logo appear instead of the BMC Live Chat logo?

The default logo file, named bmclogo.gif, is located in the /resources/img/ folder on the mid tier server. First, move your company logo to the /resources/img/ folder. Then, use the Self Service Portal Configuration tool to modify the Application Portal - Interface to point to your logo. The logo definition is the first line of the entry.

<logo>resources/img/bmclogo.gif</logo>

For more information, see Changing the logo in the application portal.

How do I prevent the title in BMC Helix Knowledge Management articles from being searched?

In the first line of the BMC Helix Knowledge Management Virtual Chat Query, set the keytermsrelevancy value to  0  (zero) and theresort value to  false .

[vaq:xmlresults maxrows='10' keytermsrelevancy='0' keytermselement='title' resort='false']

For more information, see Defining-Virtual-Agent-Queries. 

How do I change the default location of the Program D var folder?

Specify the new path in the web.xml file (in the /webapps/programd/web_inf folder) and then restart Apache Tomcat. The path is specified in the <param-value> element:

<param-value>[file:/BMCSoftware/BMCVirtualAgent/var/programd/conf/core.xml]<param-value>
How can I change the default No Answer live chat query to display my company website instead of performing a Google search?

In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL. 

For more information, see Defining-Virtual-Agent-Queries.  

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*