BMC Helix Virtual Agent 23.3

Use BMC Helix Virtual Agent to enable your end users to request services and resolve their issues in a conversational interface. Using natural language, BMC Helix Virtual Agent can report issues, create requests and cases, or search for knowledge articles on behalf of the users.

Release notes and notices Updated 03 Feb 2025

Learn what’s new or changed for BMC Helix Virtual Agent 23.3 and patches, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known-and-corrected-issues

Support-information

BMC Helix Innovation Suite Release notes and notices

The following updates have been added since the release of the product:

Date	Summary	Reference
December 3, 2024	Patch 4 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
November 25, 2024	BMC Helix Virtual Agent includes the following enhancements: Handle unanswered questions in BMC HelixGPT by using the Fallback prompt Chat with a virtual agent in Arabic, Canadian French, Canadian English, Thai, and Hebrew Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
October 1, 2024	Patch 3 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
August 15, 2024	BMC Helix Virtual Agent includes the following enhancements: Multi-select option in BMC Helix Virtual Agent Collect end-user feedback for a live chat session through BMC Helix Virtual Agent View metrics of conversations between BMC Helix Virtual Agent and BMC HelixGPT Get streamed responses from BMC HelixGPT	23-3-enhancements-and-patches
May 29, 2024	BMC Helix Virtual Agent includes the following enhancements: Support for transferring the chat to a live agent from a skill-based BMC HelixGPT chatbot Create test cases to validate chatbot responses Import IBM Watson logs to BMC Helix Innovation Suite automatically Issues that were corrected by 23.3 Patch 2 and issues that remain open	23-3-enhancements-and-patches
May 24, 2024	BMC announces the end-of-life plan for Telemetry version 20.08.x.	Statement-of-direction-End-of-life-plan-for-Telemetry-version-20-08-x
March 22, 2024	Patch 1 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
March 8, 2024	BMC Helix Virtual Agent includes the following enhancements: Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent Provide an audio notification for when a Live Chat Agent joins a chat. Notify idle users through Slack. Delete retired knowledge articles from IBM Watson Discovery Collection by using BMC Crawler See knowledge article user ratings in IBM Watson Discovery Automatically push knowledge article events to Telemetry Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
December 8, 2023	BMC Helix Virtual Agent includes the following enhancements: (Controlled availability customers only) Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent. Customize primary, secondary and active branding colors in BMC Helix Virtual Agent. Display the latest comments added to the service requests created in BMC Helix Digital Workplace Advanced. Customize the default system messages displayed by the chatbot based on the supported locales. Issues that were corrected by 23.3 and issues that remain open	23-3-enhancements-and-patches

Getting started

Submitting service requests or searching knowledge articles

End users search knowledge articles and submit service requests from chatbot.

Using live chat to escalate issues to support agents

End users can use live chats to escalate their requests to support agents.

Planning and deploying chatbots

Before implementing chatbot, plan and identify the use cases that you want to address by using chatbots.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Administering

As an administrator, change the branding of BMC Helix Virtual Agent, configure the chatbot channels and knowledge search providers, and view the chatbot usage reports.

Troubleshooting

Resolve issues that you might encounter while using BMC Helix Virtual Agent.

Developer Communities

Helix Communities

Videos

Education

PDFs and videos

Get a list of all the videos and a PDF version of the BMC Helix Virtual Agent documentation.

FAQ

Find answers to the most frequently asked questions about BMC Helix Virtual Agent.

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