This documentation supports the 21.3 and consecutive patch versions of Live Chat.

To view an earlier version, select the version from the Product version menu.

21.3 patches

Review the fixes and updates in patches to Live Chat 21.3 that might impact your users.

Updates in 21.3.11

Automatically redirect the chat request of users to BMC Helix Virtual Agent

Currently, if the end user bookmarks the ES_Chat URL, the user is redirected to the Self-Service Portal. Administrators can configure the Chatbot URL so that all chat requests from users are routed to the BMC Helix Virtual Agent UI. This helps users to directly access BMC Helix Virtual Agent in case of chatbot queries or requests.

(Controlled availability customers only) Facilitate application access to users having different email domains 

Allow multiple users having different email domains and authentication mechanisms to access the same application URL by enabling BMC Helix Single Sign-On (SSO) based multiple service providers (MSP) in your environment. 

MSP incorporates a robust authentication mechanism, ensuring an exclusive and secure access to the application.

After configuring the authorization patterns, when you enable MSP in your environment and access Live Chat, the following screen asking for user authorization is displayed:

Enter your user name to complete the authorization and then you are redirected to the following application login screen asking for your application login credentials for authentication:

For information about enabling BMC Helix Single Sign-On based MSP in BMC Helix Innovation Suite application, see Facilitating application access to users having different email domains.

Updates in 21.3.09

Automatically redirect the chat request of users to BMC Helix Virtual Agent

Currently, if the end user bookmarks the ES_Chat URL, the user is redirected to the Self-Service Portal. Administrators can configure the Chatbot URL so that all chat requests from users are routed to the BMC Helix Virtual Agent UI. This helps users to directly access BMC Helix Virtual Agent in case of chatbot queries or requests.

Update to latest version of OpenJDK 17.0.6

Live Chat now supports the latest version of OpenJDK 17.0.6. 

Update to latest version of Apache Tomcat 9.0.73

Live Chat now supports the latest version of Apache Tomcat 9.0.73.

Updates in 21.3.05

Personalize your message by creating canned text with placeholders

As an administrator or agent, create canned texts with placeholders for username and agent name to personalized the text for each end user. 

For example, you can create the following canned text with the following placeholders:

Hello <USERNAME>, my name is <AGENTNAME> and I will be assisting you today.

When an agent Vicky Catman uses this canned text for the end user Britney Adams, the canned text is displayed as follows:

Hello Britney Adams, my name is Vicky and I will be assisting you today.

For more information, see Creating quick text.


Display chat session queue position and wait time based on a single company or multiple companies

As an administrator, help end users get their company-specific queue position in a multi-company environment by including the Company field value. 

The following image is an example of how queue position is calculated in a multi-company environment:


Learn how to configure this setting at 
Enabling the system and typing notifications.


Update in 21.3.02

Agent notification when their chat session times out

An alert is displayed to the agents when their chat session times out, as shown in the following image:


Update in 21.3.01

Modify the Log4j configuration in Virtual Chat Administration Console

As an administrator, you can modify the Log4j out-of-the-box settings and values in Virtual Chat Administration Console to change the log levels. The physical Log4j file continues to be located at the following path: 

Apache Tomcat webapps\<webapp>\WEB-INF\classes directory.

For more information, see Modifying the Log4j configurations to change the log levels.


(On premises only) Downloading and installing the patch

For instructions about downloading and installing the patch, see the following topics in the BMC Helix Innovation Suite Deployment online documentation:

  • Downloading the installation files Open link
  • Installing Open link


SaaS application patching

BMC applies patches during BMC Helix Upgrade policy Open link .

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