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

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

Release notes and notices
updated 10 Oct

Learn what's new or changed for Live Chat 20.02, including new features, urgent issues, documentation updates, and fixes or patches. 

The feature enhancements delivered in Live Chat version 19.11 (SaaS-only) release are also available in the Live Chat 20.02 release.


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

Related topics

Support information

Known and corrected issues

Release notes and notices Open link in Remedy with Smart IT.

Release notes and notices Open link in BMC Helix Business Workflows

The Live Chat 20.02 release is available to BMC Helix subscribers (SaaS) and on-premises customers. 




October 10, 202320.02 enhancements and patches

Live Chat version 20.02.05 is released. This version includes the following enhancements:

  • If self-service users are inactive in a chat session, they are eventually logged out. 
February 21, 202020.02 enhancements and patches

Live Chat version 20.02 is released. This version includes the following enhancements:

  • End users can view the Service Request ID from a live chat session.
  • UI enhancements for support agents.
  • Support agents can associate a chat to an existing ticket.
  • (Version 19.11 and later) Live chat capability for support agents in BMC Helix Business Workflows.
  • (Version 19.11 and later) Ability for support agents to use quick text, quick links, and questionnaires while chatting with the users.
  • (Version 19.11 and later) Ability to transfer chat to other agents in the same support queue.
  • (Version 19.11 and later) Option to view the knowledge articles in BMC Helix Digital Workplace Advanced, in addition to BMC Remedy Mid Tier.

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.

Interacting with chat users


As a support agent, accept live chat requests and resolve the end users' queries.



(On-premises only)

Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements.



(On-premises only)

Upgrade based on the latest system requirements and software.



Administrators can configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows.



(On-premises only)

Install and perform initial system configuration.

PDFs and videos


or register to view the contents of this page.


The following topics contain videos that supplement or replace the text-based documentation:

All videos in the space

TopicDuration (in minutes)Description
20.02 enhancements and patches02:00

This video provides a summary of the some of the new features and enhancements in BMC Live Chat version 19.11 and 20.02:

Getting started60:11

This video is a webinar by the BMC engineering team that explains the features of Live Chat version 19.08 integrated with Remedy with Smart IT version 19.08:

Modifying labels and messages08:17

This video demonstrates how to customize lables, buttons, and messages for Self Service Portal

FAQs and additional resources

This topic provides information that supplements the Live Chat documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQ) about BMC Virtual Chat.

The default logo file, named bmclogo.gif, is located in the /resources/img/ folder on the mid tier server. First, move your company logo to the /resources/img/ folder. Then, use the Self Service Portal Configuration tool to modify the Application Portal - Interface to point to your logo. The logo definition is the first line of the entry.


For more information, see Changing the logo in the application portal.

In the first line of the Remedy Knowledge Management Virtual Chat Query, set the keytermsrelevancy value to  0  (zero) and theresort value to  false .

[vaq:xmlresults maxrows='10' keytermsrelevancy='0' keytermselement='title' resort='false']

For more information, see Defining Virtual Agent Queries

You can change the virtual agent greeting in the ES_Chat:DVFFormatString Self Service form. The Default Display Message section contains the initial greeting. Change it and restart Apache Tomcat for the changes to take effect.

For more information, see Changing the initial customer greeting.  

Specify the new path in the web.xml file (in the /webapps/programd/web_inf folder) and then restart Apache Tomcat. The path is specified in the <param-value> element:


In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL. 

For more information, see Defining Virtual Chat Queries.  

Additional resources from BMC

The following BMC sites provide information outside of the Live Chat documentation that you might find helpful:

  • BMC Communities, BMC Remedy community
  •   BMC Support Knowledge Base Open link , search filtered by BMC Virtual Agent and BMC Virtual Chat (requires login)
  • BMC Educational Services, BMC Remedy ITSM Suite learning path
  • BMC Global Services, BMC Remedy ITSM offerings
  • Documentation for related products:
    • Remedy with Smart IT Open link

    • BMC Helix Business Workflows Open link

    • Remedy IT Service Management Suite Open link

    • BMC Helix Digital Workplace Advanced Open link

    • BMC Helix Chatbot Open link

    • Remedy Single Sign-On Open link

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