Live Chat 23.3

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

Release notes and notices Updated 03 Dec 2024

Learn what's new or changed in Live Chat 23.3 and patches, including new features, urgent issues, documentation updates, and fixes or patches.

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Support-information

Known-and-corrected-issues

Release notes and notices in Smart IT.

Release notes and notices in BMC Helix Business Workflows

Date	Summary	Reference
December 3, 2024	Patch 4 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
November 25, 2024	Enhancements available in 23.3 Patch 4: Define SLAs for support agents to respond faster to user queries Chat with a live agent in Canadian French and Hebrew Optimize chat response time by using the auto-assignment settings View the Live Chat Survey feedback details on the Live ChatSurvey dashboard Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
October 1, 2024	Patch 3 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
August 15, 2024	Enhancements available in 23.3 Patch 3: Use the auto-suggest feature in Live Chat dashboard search Associate a new chat to an existing incident or a work order Consent to use Gainsight Analytics for data collection	23-3-enhancements-and-patches
May 29, 2024	Enhancements available in 23.3 Patch 2: Use BMC HelixGPT to summarize a chat session during the chat transfer Collect end-user feedback on a live chat session	23-3-enhancements-and-patches
March 22, 2024	Patch 1 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
March 8, 2024	Enhancements available in 23.3 Patch 1: Leverage BMC HelixGPT to view summary of chat conversations Notify idle end user when a new message arrives Customize the display order of topics for self-service users Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
December 8, 2023	Enhancements available in 23.3: (Controlled availability customers only) Leverage BMC HelixGPT to view summary of chat conversations. Search agents by name or email ID while inviting and transferring chat sessions. Enable country-based routing of support queues. Automatically resize the size of the agent text box to accommodate more lines of text. Issues that were corrected by 23.3 and issues that remain open	23-3-enhancements-and-patches

Getting started See more	Accessing and navigating Self Service Portal As an end-user, use the Self Service Portal to chat with a support agent and get resolutions for your queries. See more Interacting with chat users As a support agent, accept live chat requests and resolve the end users' queries. See more
Planning (On-premises only)Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements. See more	Installing (On-premises only)Install and perform initial system configuration. See more
Administering Administrators can configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows. See more	Integrating (On-premises only) As an administrator, set up integrations with other BMC products. See more

Developer Community

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Videoshttps://www.youtube.com/user/BMCSoftwareBMCtv/featured

Knowledge Base

Marketplace

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PDFs and videos

Get a list of all the videos and a PDF version of the Live Chat documentation.

FAQ

Find answers to the most frequently asked questions about Live Chat.