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This documentation supports the 22.1 and consecutive patch versions of Live Chat.

To view the documentation for the previous version, select the version from the Product version menu.

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

Release notes and notices
updated 18 Apr

Learn what's new or changed in Live Chat 22.1, including new features, urgent issues, documentation updates, and fixes or patches. 

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Related topics

Support information

Known and corrected issues

Release notes and notices Open link in Smart IT

Release notes and notices Open link in BMC Helix Business Workflows



Date

Summary

Reference
April 17, 2024

This patch includes the following enhancements:

  • Automatically redirect the chat request of users to BMC Helix Virtual Agent
  • (Controlled availability customers only) Facilitate application access to users having different email domains 
22.1 enhancements and patches
August 11, 202322.1 enhancements and patches
July 5, 2023

Issues that were fixed and issues that remain open

Patch 6 for version 22.1 available for on-premises customers

22.1 enhancements and patches
June 7, 202322.1 enhancements and patches
March 24, 2023

This patch includes the following enhancements: 

  • BMC Virtual Chat has changed its name to Live Chat.
  • Automatically redirect the chat request of users to BMC Helix Virtual Agent UI.
  • Support agents can use BMC Helix Knowledge Management by ComAround to search knowledge resources within Smart IT.
22.1 enhancements and patches
January 13, 202322.1 enhancements and patches
November 2, 202222.1 enhancements and patches
October 10, 202222.1 enhancements and patches
September 2, 202222.1 enhancements and patches
July 29, 2022

Enhancements available in this release:

  • Display a message to end users when all agents are busy.
  • Only one work note is added to the ticket per chat transcript and per chat private note.
  • View Live Chat performance and effectiveness metrics in BMC Helix Dashboards.

See also Deprecated and discontinued features in this release. 

22.1 enhancements and patches


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

 

(On-premises only)

Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements.

Installing

 

(On-premises only)

Install and perform initial system configuration.

Administering

 

Administrators can configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows.

Integrating

 

(On-premises only)

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

PDFs and videos

 

or register to view the contents of this page.

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 Live Chat.

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.

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

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>

In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL. 

For more information, see Defining Virtual Agent 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 Open link , search filtered by BMC Virtual Agent and BMC Live Chat (requires login)
  • BMC Educational Services, BMC Remedy ITSM Suite learning path
  • BMC Global Services, BMC Remedy ITSM offerings
 

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