This documentation supports the 20.08 version of Live Chat.
To view an earlier version, select the version from the Product version menu.


Live Chat 20.08

All versions
Live Chat (BMC Virtual Chat) provides a self-service solution for users to resolve their issues by chatting to support agents.

Release notes and notices
updated 11 Feb

Learn what's new or changed for Live Chat 20.08, including new features, urgent issues, documentation updates, and fixes or patches. 


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 Live Chat 20.08 release is available only to BMC Helix subscribers (SaaS) as part of phased customer rollout. 




September 23, 202020.08 enhancements

Live Chat version 20.08 is released. This version includes the following enhancements:

    • Automatically assign tickets created from Live Chat in Remedy with Smart IT.
    • Live Chat monitoring dashboard to view information about support agents and the chats assigned to them.
    • Agents can launch BMC Client Management from Live Chat.
    • Agents can set their screen name to be displayed to the end users.
    • Improved chat transcript.
    • Open incidents and work orders in Progressive View in Remedy with Smart IT.

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



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

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.

 How can I make my company logo appear instead of the BMC Virtual Chat logo?

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.

 How do I prevent the title in Remedy Knowledge Management articles from being searched?

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

 How can I change the default greeting?

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.  

 How do I change the default location of the Program D var folder?

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:


 How can I change the default No Answer virtual chat query to display my company website instead of performing a Google search?

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 , 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

    • BMC Helix Business Workflows

    • Remedy IT Service Management Suite

    • BMC Helix Digital Workplace Advanced

    • BMC Helix Chatbot

    • Remedy Single Sign-On

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