This documentation supports the 19.11 version of Live Chat, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

19.11 enhancements

Live Chat provides a self-service solution for users to resolve their issues by chatting with support agents.

The Live Chat version 19.11 is available only to BMC Helix subscribers (SaaS). This section contains information about enhancements in version 19.11 of Live Chat.

Ability for support agents to use quick text, quick links, and questionnaires

Support agents can use canned text while chatting with users so that the interaction speeds up for both the support agent and the user. Canned text includes quick texts, quick links, and questionnaires. 

The following image displays the list of canned text that the support agents can use while chatting with users:

For more information about using quick text, see Responding with quick texts. To learn how to begin a questionnaire, see Asking standard questions from a questionnaire.

Ability to show Knowledge Articles in BMC Helix Digital Workplace Advanced

Support agents can show Knowledge Articles in BMC Helix Digital Workplace Advanced in addition to BMC Remedy Mid Tier.

To learn how support agents can enable the capability to share the Knowledge Article links to the users, see  Centralized configuration  in the Smart IT documentation.

UI enhancements for support agents

The support agent console in Smart IT and BMC Helix Business Workflows includes the following UI enhancements:

  • Company and support queue name 
    When a chat session is transferred to support agents, the agents can see the company and the support queue that the chat is assigned to. This helps the agent to decide whether to transfer the chat to another queue. 

    The following image is an example of how the company name and support queue is displayed:

  • New tab to display the transferred chat sessions
    Chat sessions that are transferred from one agent to another agent are displayed in a new tab so that agents can prioritize the transferred sessions over other pending sessions.

    The following image is an example of the new tab for transferred sessions:

  • Differentiation between editable and non-editable Quick Texts
    Quick Texts that are created by the administrator are non-editable and appear dimmed. 

    The following image shows how editable and non-editable Quick Texts are displayed: 

  • Source of the live chat request is displayed
    End users can request for live chat from Self Service Portal or BMC Helix Chatbot. When requests are generated from BMC Helix Chatbot, the option to add attachments is not available. 
    The following image is an example of a live chat request that was initiated from BMC Helix Chatbot:

  • Visual differentiation between an empty side note and a filled-out side note
    Side notes are added by agents when transferring a chat session to another agent. 

    The following image shows an example of how empty and filled-out side notes are displayed:

  • Relative time counter for wait time for pending chats and transferred chats.
    Agents can view the wait time in relative time format, for example, 1 minute in queue. 

    The following image shows an example of how wait time is displayed:

Deprecated and unavailable features

The following features are either deprecated or unavailable for use in Live Chat versions 19.08 and 19.11:

Deprecated features

The following table lists the features that are deprecated in Live Chat 19.11:

Deprecated featureSummary
Support Agent Console

The Support Agent Console in BMC Remedy Mid Tier Server is disabled in Live Chat and cannot be enabled.

Support agents can participate in a chat conversation by using Smart IT or BMC Helix Business Workflows.

Integration points and automatic incident creation

Only the Self Service-Related Contact Info and Self Service Relate Context integration points remain available. All other integration points that were available in BMC Virtual Chat version 9.1.02 are disabled.

Unavailable features

The following table lists the features that are currently not available in Live Chat 19.11:

VersionUnavailable featureSummary
19.11, 19.08Inviting an agent to a chat

Support agents cannot invite other agents to participate in a chat session.

Supervisors cannot join a chat session to monitor chat progress.

Ability to send email to an end-user from within a chat session.

Support agents cannot send emails to end users from Live Chat. Agents can send email from Smart IT or BMC Helix Business Workflows.

Capacity-based auto acceptThe capacity-based auto accept feature currently does not work.

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