Deprecated and discontinued features
Check for announcements that might affect future releases of the product. These changes can affect the way in which you configure or run Live Chat.
Important
While every effort is made to provide accurate, forward-looking guidance on product direction to assist you with your buying and planning decisions, BMC cannot guarantee that the intentions stated as follows are final and binding.
Deprecated features
Deprecated features are still available in the product or service. However, they are no longer under active development and might be discontinued from the product in the future. We encourage you to plan and implement the recommended change.
| Deprecated feature | Summary |
|---|---|
| Virtual Agent mode (Jenn) | BMC Virtual Chat in the mid-tier is no longer supported. You cannot enable Virtual Agent mode (Jenn) from version 21.3.05. For more information, see Statement of direction: End of life for virtual agent Jenn in Live Chat. |
| Support Agent Console | The Support Agent Console in the mid-tier Server is not supported from version 19.08. |
| Integration points and automatic incident creation | Only the Self Service-Related Contact Info and Self Service Relate Context integration points remain available. All other integration points that were available in BMC Virtual Chat version 9.1.02 are disabled from version 19.08. |
Discontinued features
Discontinued features are no longer available in the product or service.
| Version | Unavailable feature | Summary |
|---|---|---|
21.3.x 21.3 21.05 21.02 20.08 20.02 19.11 19.08 | Ability to send email to an end user from within a chat session. | Support agents cannot send emails to end users from Live Chat. Agents can send email from Smart IT or BMC Helix Business Workflows . |
| Capacity-based auto accept | The capacity-based auto accept feature does not work. |
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