Space bannerThis documentation supports the 23.3 version of  Live Chat, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

User goals and features

The following table lists the Live Chat users, describes their goals, and explains how these users can achieve their goals:

Related topics

Product-Overview

Getting-started

User

Goals

Tasks

Reference

Self-service user

  • Resolve queries by interacting with support agents

Initiate a chat session by using Self Service Portal or BMC Helix Virtual Agent.

Agent

  • Resolve a user issue as quickly as possible.

Participate in a chat session from

(Agents also require the IT Agent role in Smart IT)

Administrator

  • Set up Live Chat for the end users and agent according to your business needs.

Configure the settings for the end users and agents in Live Chat Administration Console.

 

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