Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

BMC

Live Chat 21.05

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

Release notes and notices
updated 26 Jul

Learn what's new or changed in Live Chat 21.05.01, including new features, urgent issues, documentation updates, and fixes or patches. 

Tip

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Related topics

Support information

Known and corrected issues

Release notes and notices in BMC Helix ITSM: Smart IT.

Release notes and notices in BMC Helix Business Workflows

Release notes and notices in Live Chat 21.02


Date

Title

Summary

June 23, 202121.05 enhancements

Live Chat version 21.05 is released. This version includes the following enhancements:

  • End users receive a notification when an agent is disconnected from a chat session.
  • Supervisors receive a notification when an agent requests for assistance.
  • Specify support queues for canned text (quick texts, quick links, and questionnaires).
  • Select a ticket template dynamically for automatic ticket creation.


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.

Planning

 

Plan the deployment based on recommended deployment architecture, sizing, and system requirements.

Installing

 

(On-premises only) As an administrator, install and perform initial system configurations.

Administering

 

As an administrator, configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows.

Integrating

 

As an administrator, set up integrations with other BMC products.

PDFs and videos

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.

<logo>resources/img/bmclogo.gif</logo>

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 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:

<param-value>[file:/BMCSoftware/BMCVirtualAgent/var/programd/conf/core.xml]<param-value>

 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
 

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