This documentation supports the 20.02 version of Live Chat.
To view an earlier version, select the version from the Product version menu.

Deprecated and unavailable features

The following features are either deprecated or unavailable for use in Live Chat versions 19.08, 19.11, and 20.02.

Review this list before deploying the Live Chat version 20.02:

Deprecated features

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:

VersionUnavailable featureSummary

20.02, 19.11, 19.08

Inviting 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 the 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.

Related topic

20.02 enhancements

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