This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Integrating Smart IT with Live Chat

As a Smart IT administrator, you can integrate Live Chat with Smart IT so that agents with ESChat_Agent permissions can participate in live chat sessions with users and help them resolve their issues.
For more information on permissions, see Roles and permissions (BMC Live Chat documentation).

You can integrate Live Chat only with Smart IT version 19.08 or later.

Before you begin

Ensure that you have:

Related topics

Getting started (BMC Live Chat documentation)

System requirements (BMC Live Chat documentation)

Centralized Configuration

Interacting-with-users-on-Live-Chat


To integrate Smart IT with Live Chat

  1. To access Action Request System, in a browser, enter the following URL address:
    http://midTierServer:portNumber
  2. In the Centralized Configuration, perform the following actions:
    • To enable integration with Live Chat, set the enableESChatIntegration parameter to true.
    • In the mid_tier.base.url parameter, specify the mid-tier load balance server URL.
      Support agents can use this URL to share knowledge articles with users. This URL enables users to open the articles in Mid Tier.

    • You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite. For more information, see To add BMC Helix Digital Workplace Advanced client application credentials.

    • In the es_chat.url parameter, specify the ES Chat server load balancer URL. 
      This parameter enables the agents to access Live Chat from Smart IT.
  3. Click Apply.

This integration enables the Live Chat option in Smart IT. Support agents can use Live Chat to receive chats from end users. 

Live Chat with No Chats.PNG

For more information about chatting with users, see Interacting-with-users-on-Live-Chat.

 

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