This documentation supports the 19.08 version of Live Chat.
To view the previous version, visit the BMC Virtual Chat 9.1.02 documentation.

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

Release notes and notices
updated 11 Feb

Consult the following table for a list of notices and information about what's new in Live Chat.


To stay informed of changes to this list, click the  icon on the top of this page.

Related topics

Support information

Deploying the BMC Virtual Chat deployment package

Known and corrected issues

Release notes and notices Open link in Remedy with Smart IT.

The Live Chat 19.08 release is available to BMC Helix subscribers (SaaS) and on-premises customers. 




August 22, 201919.08 enhancements

Live Chat version 19.08 is released. This version includes the following enhancements and unsupported and deprecated features:


Improved live chat capability for support agents in Smart IT that includes the following updates:

  • Modern web UI that is consistent with Smart IT and BMC Helix Digital Workplace Advanced. It is fully integrated into Smart IT which allows agents to use other Smart IT features such as dashboard and search.
  • Agents can create incident or work order.
  • Agents can use templates to create incident or work order.
  • Agents can preview the chat before accepting when not in auto-accept mode.
  • Agents are able to search and share knowledge articles with end user.

Deprecated features

After deploying Live Chat 19.08, the following features are deprecated:

  • Support Agent Console in BMC Remedy Mid Tier Server is deprecated.
  • All Remedy IT Service Management (Remedy ITSM) integration points are disabled and should not be enabled if customers use the new live chat capability in Smart IT.
  • Automatic creation of an incident is deprecated.

Unavailable features

  • Live Chat version 1908 is designed to work in the Agent Only mode. However, customers can enable the Virtual Agent mode manually.
  • Inviting an agent to join a chat is not available.
  • Open URL and and Question scripts in the agent console in Smart IT is not available.
  • Emailing an agent is not available.
  • Capacity-based Auto Accept of chat session does not work.

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.



(On-premises only)

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



(On-premises only)

Upgrade based on the latest system requirements and software.



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



(On-premises only)

Install and perform initial system configuration.

PDFs and videos


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The following topics contain videos that supplement or replace the text-based documentation:

All videos in the space

TopicDuration (in minutes)Description
Getting started60:11

This video is a webinar by the BMC engineering team that explains the features of Live Chat version 19.08 integrated with Remedy with Smart IT version 19.08:

Modifying labels and messages08:17

This video demonstrates how to customize lables, buttons, and messages for Self Service Portal

FAQs and additional resources

This topic provides information that supplements the Live Chat 20.02 documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQ) about BMC Virtual 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.


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

You can change the virtual agent greeting in the ES_Chat:DVFFormatString Self Service form. The Default Display Message section contains the initial greeting. Change it and restart Apache Tomcat for the changes to take effect.

For more information, see Changing the initial customer greeting.  

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:


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 Open link , 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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