Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Getting started

Live Chat provides a self-service portal that enables end users to chat with support agents. Agents can participate in a chat session from BMC Helix ITSM: Smart IT or BMC Helix Business Workflows. Administrators can configure Live Chat to suit your organization's business requirements. 

To initiate a chat session, end users can log in to the Self Service Portal in Live Chat or BMC Helix Virtual Agent, and then connect to support agents.

The following video (1:05:11) is a webinar by the BMC engineering team that explains the features of Live Chat version 19.08 integrated with BMC Helix ITSM: Smart IT version 19.08:

If you are new to Live Chat, information in the following sections introduce you to the product features and helps you to get started with Live Chat.


  • User goals and features
  • Interacting with chat users
  • Interacting with users on Live Chat Open link  in BMC Helix ITSM: Smart IT documentation. 
  • Assisting users by using Live Chat Open link  in BMC Helix Business Workflows documentation.

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