Enabling the follow-up response generator by using BMC HelixGPT

A case business analyst can configure BMC HelixGPT to automatically generate text for follow-up messages. BMC HelixGPT helps generate context-aware content based on the case details, reducing manual effort and improving communication.

Agentic generation of follow-up notification text

By default, an agentic model is used in a fresh installation to automatically generate a follow-up notification text. With this model, you can use your custom skill to generate follow-up notification text.

For more information about the behavior of the agentic model for generating follow-up notification text in the fresh install and upgrade scenarios, see Agentic model availability for BMC HelixGPT capabilities.

If you have already created a custom skill before upgrading to the latest version, you can apply an agentic model to it. For more information, see To enable agentic generation of follow-up notification text for a custom skill.

Before you begin

Make sure that the administrator has enabled BMC HelixGPT for your organization.

To automatically generate follow-up notification text

1. Log in to BMC Helix Business Workflows and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Generate follow-up notification text.
4. Select the Configuration value toggle button as .
5. Click Save.

The following image shows that the follow-up text generator is enabled for a specific line of business by using BMC HelixGPT:

To enable agentic generation of follow-up notification text for a custom skill

Perform the following steps only if you have already created a copy of the Automated follow-up skill before upgrading to the latest version.

Before you begin

Make sure that the Instruction type for your custom skill is set to Agent.

Task 1: To map a custom skill with BWF agent

1. Log in to HelixGPT Agent Studio.
2. On the Skills tab, select the application as Business Workflows.
3. From the list of skills available for the application, select your custom skill.
4. Navigate to the Agent tab and select the BWF agent.
5. Click Apply.

Click here to see user interface

The following imga eshows how to map a custom skill with BWF agent:

Task 2: To add initial instructions

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Click the Shared Services library.
3. From the list of Records, search for GPT Configuration.
4. Select the GPT Configuration record definition checkbox and click Edit data.
5. From the data editor, select Automated follow-up skill record based on the required context name and click Edit.
6. Copy the instructions from the Initial Instructions field.
7. Log in to BMC Helix Business Workflows and click Settings.
8. Select Line of Business > Manage Line of Business.
9. On the HelixGPT tab, click Skills.
10. On the Skills tab, select your custom skill based on the context name.

11. Paste the instructions in the Initial Instructions field.

    Important: You must paste the initial instructions for each context name: case activities and case details.

12. Click Save.

Click here to see user interface

The following image shows how to add initial instructions:

Related topics

Configuring automated follow-ups for cases in Pending status