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In this video tutorial by Poonam Morti, an Information Developer at BMC Software, a user named Bobby requests an employment verification letter via Live Chat. Bobby requires confidential information, including salary details, in the letter. First, Bobby initiates a chat with the BMC Chatbot and requests to connect with a live agent. Qadim, a case agent, responds to Bobby's request, viewing it in the BMC Helix Business Workflows' Live Chat tab. He accepts the chat and creates a case for the request using a verification letter case template, providing Bobby with the case ID to track the request. The video demonstrates this interaction process step-by-step.