20.02.01: Patch 1 for version 20.02
This topic contains information about fixes and updates in this patch.
Ability to cancel a live chat request
End users can cancel a live chat request at any point after initiating it or during the live chat conversation.. Cancelling the live chat request is supported in the BMC Helix Chatbot web UI as well as chat channels such as Slack, Microsoft Office 365 Teams, Skype for Business on-premises, and SMS (by using Twilio). The support agent is notified when the user cancels the live chat request.
To learn how to cancel a live chat request, see Using live chat to escalate issues to support agents
The following image shows how to cancel live chat request: