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.
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The Live Chat 20.02 release is available to BMC Helix subscribers (SaaS) and on-premises customers.
|February 21, 2020||20.02 enhancements|
Live Chat version 20.02 is released. This version includes the following enhancements:
As an end-user, use the Self Service Portal to chat with a support agent and get resolutions for your queries.
As a support agent, accept live chat requests and resolve the end users' queries.
Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements.
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.
Install and perform initial system configuration.
The following topics contain videos that supplement or replace the text-based documentation:
All videos in the space
|Topic||Duration (in minutes)||Description|
This video provides a summary of the some of the new features and enhancements in BMC Live Chat version 19.11 and 20.02:
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 messages||08:17|
This video demonstrates how to customize lables, buttons, and messages for Self Service Portal
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.
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
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: