Deprecated and unavailable features
The following features are either deprecated or unavailable for use in Live Chat version 20.08.
Review this list before deploying the Live Chat version 20.08:
Deprecated features
| Deprecated feature | Summary |
|---|---|
| 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:
| Version | Unavailable feature | Summary |
|---|---|---|
20.08, 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 accept | The capacity-based auto accept feature currently does not work. |
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