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.

Getting started

Live Chat provides a self-service portal that enables end users to chat with support agents. Agents can participate in a chat session from Smart IT or BMC Helix Business Workflows. Administrators can configure Live Chat to suit your organization's business requirements. 

To initiate a chat session, end users can log in to the Self Service Portal in Live Chat or BMC Helix Chatbot, and then connect to support agents.

The following video (1:05:11) is a webinar by the BMC engineering team that explains the features of Live Chat version 19.08 integrated with Smart IT version 19.08:

If you are new to Live Chat, information in the following sections introduce you to the product features and helps you to get started with Live Chat.


  • User goals and features
  • Interacting with chat users
  • Interacting with users on Live Chat
  • Assisting users by using Live Chat  in BMC Helix Business Workflows.

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