This documentation supports the 19.11 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.08 from the Product version menu.


BMC Helix Chatbot 19.11

All versions
Use BMC Helix Chatbot to enable your end users to request services and resolve their issues in a conversational interface. Using natural language, BMC Helix Chatbot can report issues, create requests and cases, or search for knowledge articles on behalf of the users.

Release notes and notices
updated 21 Nov

Consult the following table for a list of notices and information about what's new in BMC Helix Chatbot.


To stay informed of changes to this list, click the  icon on the top of this page.

Related release notes

BMC Helix Platform Release notes


The following updates have been added since the release of the product:




November 22, 201919.11

BMC Helix Chatbot includes the following enhancements:

  • Real-time translation of chatbot conversations.
  • Transfer a chat conversation from one chatbot to another.
  • Configurable chatbot feedback rating scale order.
  • Support for Automation Anywhere Robotic Process Automation (RPA).
  • Ability to configure how a chatbot addresses the user—by first name, last name, or both.
October 10, 2019Patch 01 for 19.08This update includes defect fixes.
August 22, 201919.08

BMC Helix Chatbot includes the following enhancements:

  • Enable users to access their asset information in BMC Helix Digital Workplace Advanced from a chat conversation.
  • Cognitive routing of chats to subject expert agents.
  • Provide extractive summaries of chatbot and end user to agents.
  • Enable chatbot to provide Did you mean options to the end users.
May 31, 201919.05

BMC Helix Chatbot includes the following enhancements:

  • Improved BMC Helix Chatbot web UI for better user experience.
  • Support for Microsoft Teams and Skype for Business on-premises as a chatbot channel.
  • Leverage BMC Remedy Smart Reporting capabilities to generate chatbot usage reports.
  • Support for attachment questions and dynamic answers in service requests from a chat.
  • Support for providing feedback using BMC Helix Chatbot User Survey.
February 21, 201919.02

BMC Helix Chatbot includes the following enhancements:

  • Utilize multiple chatbots for each line of business.
  • Track chatbot events to derive usage metrics.
November 30, 201818.11

BMC Helix Chatbot includes the following enhancements:

  • Enhanced wizard to configure BMC Helix Chatbot for BMC Helix Digital Workplace Advanced service.
  • Live chat enhancements.
October 18, 2018Patch 01 for 18.08

BMC Helix Chatbot includes the following enhancement:

  • BMC Helix Platform supports Identity and Access Management (IAM) API key based authentication for configuring the cognitive service.
September 14, 201818.08

BMC Helix Chatbot includes the following features:

  • Localization of BMC Helix Chatbot messages in select languages.
  • Configuration of application data for use in context of a chat conversation.
  • Ability to embed the BMC Helix Chatbot UI in applications that were not developed on BMC Helix Platform.
  • See also Limitations, deprecations, and post upgrade considerations
July 29, 201818.05: Update 01This release includes fixes for known issues.
June 6, 201818.05

BMC Helix Chatbot includes the following features:

  • Enable users to submit service requests from BMC Helix Chatbot conversations
  • Enable interactive conversation
  • Interface design enhancements
March 30, 201818.02: Update 01

BMC Helix Chatbot includes the following feature:

  • Support for enabling live chats for users

February 28, 2018


BMC Helix Chatbot includes the following features:

  • Support for BMC Helix Digital Workplace Advanced

  • Support for new interface channels

  • Web chat UI enhancements

Introduction to BMC Chatbot

Submitting service requests by using chatbot


Users can submit service requests from chatbot conversations.

Using live chat to escalate issues to support agents


Users can use live chats to escalate their requests to support agents.



Administrators can configure BMC Helix Chatbot to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced.



Resolve issues that you might encounter while using BMC Helix Chatbot.

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