New feature to chat with a Customer Service Representative 

If your institution has Premium Chatbot and SmartView Chat, you will be able to chat with a Customer Service Representative by clicking on the Chat with someone live icon in the bottom left of the Chatbot interface.

chatbot screen

To access this feature, simply complete the Pre-Chat form to provide the Customer Service Representative context and permission to assist you with your request. 

  1. Select one of the option(s) available from the dropdown list
  2. Type any additional information to provide additional context to your request
  3. Click to toggle to agree to the Chat interaction
chat form

Keep in mind...

  • Chatbot handoff to Chat Advisor starts with a conversation separator icon. 
  • Information provided in the pre-chat form is shared by the Chatbot with the Chat Advisor as part of the handoff. 
  • The Chat Advisor picks up from there with the automatic introduction of the Chat Advisor by name. 
  • Chat bubble colors indicate the source of the message:
    • Blue for the chatbot
    • Green for the Chat Advisor
    • Grey for the user

Change Blackboard Learn Content Source in Chatbot 

 Select the Blackboard Learn content source for your Chatbot between Blackboard Original and Blackboard Ultra. This is available for students who use both Blackboard Original and Blackboard Ultra.

Select your Chatbot content source: 

  1. Navigate to the Chatbot at the bottom right corner of the webpage. 

  1. Select the Chatbot.   

  1. In an ongoing chat, the Chatbot shows you content from Blackboard Learn Original or Ultra by default based on the institution’s setting. 

    The Chatbot widget with the welcome message
  1. Select the Change content button found at the bottom of the Chatbot to change the default Chatbot content source. 


    The Chatbot widget with default content source set as Original
  1. Now the Chatbot will show content from the content source you have set. 

    The Chatbot widget with the changed content source


Access Chatbot on Websites

The Chatbot is usually found at the bottom right corner of your institution website. The Chatbot will respond to questions and empower you to make informed decisions. 

  1. Select the Chatbot.  

  2. Select your role.  


  3. Then, select a category or type your question to begin a conversation with the Chatbot. 

Access Chatbot for Learn

To use the Chatbot in Learn:

  1. Select Blackboard Learn's help icon, on the bottom-left of any of the screens.
  2. Select Chat Support.


Blackboard Learn Desktop version screenshot, with purple rectangle pointing towards blackboard help and chat support on the bottom-left corner.

Premium chatbot version is only available for institutions that have enabled it.