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Hello, this video was created by Poonam Morti, an Information Developer at BMC Software, and narrated by a computer-generated voice. This video demonstrates how a user requests for employment verification letter through Live Chat and how a case agent works on the user request. For the purpose of this video, let us take an example that an employee, Bobby, needs an employee verification letter. Bobby needs confidential details such as her salary details in the letter. Let us now see how Bobby interacts with a case agent through Live Chat to submit the request. Bobby uses BMC Chatbot and requests to chat with a live agent. Qadim, a case agent, is assigned to Bobbys chat request. He views the request on the Live Chat tab in BMC Helix Business Workflows. Qadim accepts the chat request and interacts with Bobby. Qadim creates a case for the request and provides the case ID to Bobby. To create the case, Qadim uses the Generate verification letter case template. Let us see the t
