Configuring a live agent support for a custom application

The Live Chat component is available in the Shared Components section of the View designer and is visible only if the following bundles are deployed:

Shared Components
Shared Services

As an application business analyst, you can configure the live chat capability in your custom application to help users resolve their requests with the support of a live agent. The Live Chat option enables case agents to participate in a chat session, understand the user request through chats, and resolve the request. Case agents can create a case based on a chat session if required.

Before you begin

Obtain the correct permission as ESChat_Agent. For more information, refer Roles and permissions in Live Chat.
Verify that the Live Chat configuration for the application with the application name and URL is present in ES_Chat Consuming Application form in Mid Tier.
Map support queues and topics under the Live Chat configuration in Live Chat Administration console. For more information, refer Setting up support queues.
Confirm that mapping between custom actions for case creation and associated chat attachments is present in the custom application.

To configure Live Chat for a custom application

Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
Select the application for which you want to add the Live Chat component.
On the Views tab, click the name of the view definition to which you want to add the Live Chat component.
On Palette, click and drag the Live Chat component to the canvas.
In the Properties pane, click Settings , and then specify the properties on the General and Actions tabs as listed in the following table:

Property	Description	Example
URL from	Fetch the application URL for which you want to add the Live Chat component. You can fetch the URL in following ways: (Default) Configuration: Fetch the application URL from Mid Tier. Expression: Enter the application URL manually.
Live Chat Listener Container	Not applicable for custom application.
Application name	Enter the application name for which you want to configure the Live Chat component.
Actions	Add an action you want to perform based on the events that you send or receive from Live Chat. You can also edit the selected actions. For each action, you can define a condition. The action runs when the condition is true. If no condition is defined, the action runs for every event.