Adding an AI-based conversational search interface to a view

Data dictionary

The following lists the nodes in the Data dictionary UI in Expression editor for HelixGPT chat component:

• HelixGPT chat
  • All messages
    • Content
    • References
    • Role
  • Feedback
    • Message
    • Status
  • Last action message
    • Content
    • References
    • Role
  • Last reference
    • ID
    • Source
    • Title
    • Type
    • Web URL
  • Last user message

To add HelixGPT chat to a view definition

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select the application in which you want to add a chat interface.
3. On the Views tab click the name of the view definition on which you want to use the HelixGPT chat component.
4. From Palette, drag the HelixGPT chat component to the canvas.

5. In the Properties pane, click Component properties , and then specify the properties:

   Property	Description	Example
   Name	Enter a name for the component.
   Skill	From the list select the skills you have created in BMC HelixGPT Manager.  A skill is a container for the artifacts that define the conversation flow for user responses. Skills are typically based on specific topics or tasks such as IT skills for IT-related queries and services. Skill is required to enable a conversational user experience for end users and is based on a persona who accesses the conversational chat assistant to resolve queries. For more information about the default skills and prompts that can be used as is with supported BMC Software applications, see Creating skills and prompts for your BMC Helix applications. Warning: If you have not selected a skill in the Skill field, make sure that you set the skill ID dynamically in the Before message sent action by using the Set property action. For more information, see To set skill ID dynamically by using the Before message sent action. If the skill ID is not defined, before you initiate the conversation at runtime, the HelixGPT chat component is disabled, and the following error is displayed: This conversation cannot continue because the skill has not been set.
   (Optional) Context	Enter the necessary information to be provided to BMC HelixGPT, so that the chat can continue. A context is the information the user looks at on the UI, which is sent with the query to get accurate responses from HelixGPT. For example, you are accessing a ticket UI, and you query details related to the ticket. For BMC HelixGPT to learn the UI you are accessing, you can send the ticket ID to it to allow the BMC HelixGPT engine to query that ticket information. Make sure you add the context in a stringified JSON format. For example, "{\"Case ID\":\"CASE-012345\"}".
   Conversation limit	Enter the maximum number of query-response interactions allowed in a single HelixGPT chat session. This is the maximum value recommended for each of the engine types, after which the consecutive answers might get skewed because the context of the first query is lost. Default value: 10 Minimum value: 1 Important: After you reach the conversation limit, you are unable to continue with the chat and you receive the following message to restart the conversation: You have reached the conversation limit. Click here to start a new topic.
   Initial message	Click Click to build an expression to define a message to send to the BMC HelixGPT at the start of chat sessions to proactively trigger the return of relevant insights and knowledge articles. When you send an initial message, the message is sent before the end-user begins the conversation. BMC HelixGPT response to the initial message is presented to the user at the beginning of the chat. For example, a response can be a summary of a support case the user is working on while initiating a conversation with BMC HelixGPT. The initial message is a preliminary conversation with BMC HelixGPT, and the welcome message is a string displayed on the chat screen.  Important: The initial message and welcome message cannot be used together. If you configure both, only the initial message is displayed.
   Presentation
   Show reset button	Select the option to allow users to reset the conversation and the conversation limit in the chat session even before the conversation limit is reached.
   Show user avatar	Select the option to hide the user avatar. If the user avatar is not set, the first letter of the user name is displayed.  By default, the user avatar is enabled.
   Hidden	Select this option to hide this field on the view.
   Available on devices	From the following device options, select the devices on which the component should be visible: Desktop Mobile Tablet By default, all three options are selected.
   CSS classes	Enter CSS class names to apply to this view component. For more information, see CSS-classes-used-in-View-designer-components.
   Actions
   Before message sent	Click Edit actions, and from the list of available actions configure the actions that should be performed before you send a message to the BMC HelixGPT to initiate a chat conversation. For more information about configuring the actions, see Configuring-actions-for-an-action-button.  Warning: If you have not selected a skill in the Skill field, make sure that you set the skill ID dynamically in Before message sent action by using the Set property action. For more information, see To set skill ID dynamically by using the Before message sent action. If the skill ID is not defined, before you initiate the conversation at runtime, the HelixGPT chat component is disabled and the following error is displayed: This conversation cannot continue because the skill has not been set.
   After message received	Click Edit actions, and from the list of available actions configure the actions that should be performed after you receive the message from BMC HelixGPT. For more information about configuring the actions, see Configuring-actions-for-an-action-button.
   On reference click	Click Edit actions, and from the list of available actions, configure the actions that should be performed after you click the source knowledge articles links received in the chat response from BMC HelixGPT. For more information about configuring the actions, see Configuring-actions-for-an-action-button.
   On feedback provided	Click Edit actions, and from the list of available actions, configure the actions that should be performed after you submit your feedback for the received responses by using the thumbs-up or thumbs-down rating options. For example, if you select the thumbs-up option and submit your feedback, you can configure an action to associate a knowledge article with the case that the case agent is working on. For more information about configuring the actions, see Configuring-actions-for-an-action-button.
   Welcome message
   Title	Click Click to build an expression to define the title you want to display when you initiate the chat session for the first time.   The welcome message is a string displayed on the chat screen, and the initial message is a preliminary conversation with BMC HelixGPT. For more information, see To configure a welcome message with predefined suggestions.
   Message	Click Click to build an expression to define a welcome message you want to display when you initiate the chat session for the first time. The welcome message is a string displayed on the chat screen, and the initial message is a preliminary conversation with BMC HelixGPT. Important: The initial message and welcome message cannot be used together. If you configure both, only the initial message will be displayed. For more information, see To configure a welcome message with predefined suggestions.
   Suggestions	The predefined prompts you want to display along with your welcome message to initiate the chat session for the first time. Add the prompt to the list, and click Add to list. If you have enabled the Show reset button and reset the chat conversation, the welcome message and the predefined prompts are displayed again. For more information, see To configure a welcome message with predefined suggestions.
   Message actions
   Edit message actions	Click Edit message action to add custom actions to the response received in the chat session. The message details are stored in the BMC HelixGPT data dictionary Last action message and All messsages. To add additional action, see To add a custom action to the chat message.

6. Click Save.
   To verify the view definition, click Preview.

BMC HelixGPT streams answer for end-user queries in real time, delivering parts of the response as they become available. Response streaming increases user engagement and satisfaction because users need not wait for the entire response to appear. Users also get a more natural and dynamic conversational experience.

To set the skill ID dynamically by using Before message sent action

1. For the Before message sent field, click Edit actions.

2. In the Edit actions window, select the Set property action, and enter the following details:

   Property	Description
   Condition	Click Click to build an expression to create a qualification based on which you want to configure a property on your view or component.
   Property path	The Set Property action supports the following options for BMC HelixGPT functionality: Context Hidden Initial message Skill ID Click Click to build an expression and select Skill ID to define the skill.
   Property value	Click Click to build an expression and enter the value for the skill GUID that you want to define in this component.

3. Click Save. 

To configure a welcome message with predefined suggestions

The following video displays an example of configuring a welcome message with custom suggestions:

To add a custom action to the chat message

1. From the Message actions section, click Edit message actions.

2. In the Edit message actions window, click Add message action, and enter the following details:

   Property	Description
   Label	Enter the name for the action; for example, Copy to clipboard.
   Icon	Select the icon for the action; for example .
   CSS classes	Define the style of the action. Select from the following options: no margin 1 pixel border white background. For more information, see CSS-classes-used-in-View-designer-components.
   Security record definition name	The action is hidden if you have no access to the selected record definition.
   Security field name	The action is hidden if you have no access to the selected field, or the action is disabled if you have View permission for the selected field.
   Security record instance	Define the expression to select the record instance where the action is hidden if you do not have access to the selected field instance. You can specify the record instance Id by using the expression editor. Click Click to build an expression to create the expression.
   Hidden	Define the expression based on which you can hide the action. Click Click to build an expression to create the expression.
   Available on devices	Select the device options on which the action should be visible. You can select from the following options: Desktop Mobile Tablet By default, all three options are selected.
   Edit actions	Click Edit actions, and from the list of available actions; for example, select Copy to clipboard, and enter the following details: Condition—Click Click to build an expression to create a qualification based on which you want to configure the copy action.  Text to copy—Click Click to build an expression to create a qualification based on which you want to copy the text. The action supports the following options for BMC HelixGPT functionality: All messages Feedback Last action message Last reference Last user message For more information about configuring the actions, see Configuring-actions-for-an-action-button.

3. Click Save. 

The following video displays an example of configuring a custom action to copy the content to a clipboard: