This documentation supports the 20.02 version of Live Chat. To view an earlier version, select the version from the Product version menu.

Release notes and notices


Learn what's new or changed for Live Chat 20.02, including new features, urgent issues, documentation updates, and fixes or patches. 

The feature enhancements delivered in Live Chat version 19.11 (SaaS-only) release are also available in the Live Chat 20.02 release.

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Related topics

Support-information

Known-and-corrected-issues

Release notes and notices in Remedy with Smart IT.

Release notes and notices in BMC Helix Business Workflows



The Live Chat 20.02 release is available to BMC Helix subscribers (SaaS) and on-premises customers. 

Date

Title

Summary

October 10, 2023

Live Chat version 20.02.05 is released. This version includes the following enhancements:

  • If self-service users are inactive in a chat session, they are eventually logged out. 

February 21, 2020

Live Chat version 20.02 is released. This version includes the following enhancements:

  • End users can view the Service Request ID from a live chat session.
  • UI enhancements for support agents.
  • Support agents can associate a chat to an existing ticket.
  • (Version 19.11 and later) Live chat capability for support agents in BMC Helix Business Workflows.
  • (Version 19.11 and later) Ability for support agents to use quick text, quick links, and questionnaires while chatting with the users.
  • (Version 19.11 and later) Ability to transfer chat to other agents in the same support queue.
  • (Version 19.11 and later) Option to view the knowledge articles in BMC Helix Digital Workplace Advanced, in addition to BMC Remedy Mid Tier.


 

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