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

Release notes and notices

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

The feature enhancements delivered in BMC Live Chat version 19.11 (SaaS-only) release are also available in the BMC 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 in Remedy with Smart IT.

Release notes and notices in BMC Helix Business Workflows

The BMC Live Chat 20.02 release is part of the BMC Helix Digital Workplace Advanced 20.02 release.




February 21, 202020.02 enhancements

BMC 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.

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