This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Using Live Chat to interact with users

BMC Live Chat is a modern agent workspace where users can chat with a live agent and get their issues resolved.

End users can log in to the Self Service Portal and chat with a support agent who is logged in to BMC Helix ITSM. Users can also have real-time conversations with support agents if BMC Helix Chatbot cannot understand the user's intent or provide sufficient information to respond to the user's request. When users start a conversation, they are routed to a support agent through BMC Live Chat in BMC Helix ITSM. Users can start a live chat from the web UI of BMC Helix Chatbot only.

Related topics

Excerpt named Getting Started was not found in document xwiki:Service-Management.IT-Service-Management.BMC-Helix-ITSM-Service-Desk.servicedesk251._inclusionsLibrary_servicedesk._sd_common_LinkLibrary.WebHome. (Live Chat documentation)

Roles and permissions(Live Chat documentation)

Leveraging live chat capability (BMC Helix Virtual Agent documentation)

Scenario

An employee within an organization is having problems installing software and wants to request assistance. The employee uses the Self Service Portal or BMC Helix Chatbot to initiate the request.

The following illustration describes a typical chat session:

Live Chat.png

  1. The self-service user logs on to Self Service Portal or BMC Helix Chatbot to raise the service request.
  2. The support agent is logged on from BMC Helix ITSM and sees the chat request from the self-service user. The agent accepts the request and engages in a live chat conversation with the user.
  3. The support agent creates an incident for this issue in BMC Helix ITSM.
  4. The support agent checks for resources and provides a knowledge article to help him with the software installation.
  5. The user uses the article and installs the software successfully.
  6. The support agent closes the chat session and marks the incident as resolved.

Workflow

Task 

Action

Reference

1

As an administrator, enable the integration of BMC Live Chat with BMC Helix ITSM.

2

As a user, start a live chat to discuss issues with support agents. 

Benefits

Live chat enables the following benefits:

  • Escalates the user's issues to support agents seamlessly.
  • Retains the user's chat history.
  • Supports customers in need of help more efficiently.
  • Users receive a faster service compared to phone and email, which can take a significant amount of time.
  • Provides a personalized customer service and increases customer satisfaction.

Where to go from here

Interacting-with-users-on-Live-Chat

 

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