Phased rollout


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

Release notes and notices

Learn what's new or changed in Live Chat 21.02, 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 Open link in BMC Helix ITSM: Smart IT.

Release notes and notices Open link in BMC Helix Business Workflows

The Live Chat 21.02 release is currently available only to BMC Helix subscribers (SaaS).




March 17, 202121.02 enhancements

Live Chat version 21.02 is released. This version includes the following enhancements:

  • Product name changes for Remedy platform, Remedy ITSM, and BMC Helix Platform applications.
  • BMC Helix Innovation Suite for all service management applications.
  • Leverage common Foundation data for service management applications.
  • Rebrand Self Service Portal and agent console.
  • Set the ticket configuration settings for manual or automatic ticket creation.
  • Remotely access any of the multiple devices of the end users and record the remote control session.
  • Invite other agents to join an active chat session.
  • Request supervisor assistance during a chat session.
  • Transfer or assign chats from the Monitoring Dashboard.
  • Join a chat to monitor or participate in the chat session.
  • Receive SLA breach notifications.
  • Configure browser notification settings.
  • Create quick text groups.
  • Configure the pending queue timer format.

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