Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Live Chat 21.02

Live Chat 21.02

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

Release notes and notices Updated 02 Jun 2021


Learn what's new or changed in Live Chat 21.02, 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 in BMC Helix ITSM: Smart IT.

Release notes and notices in BMC Helix Business Workflows



The Live Chat 21.02 release is currently available only to BMC Helix subscribers (SaaS).

Date

Title

Summary

March 17, 2021

Live Chat version 21.02 is released. This version includes the following enhancements:

  • Product name changes for Remedy platform, Remedy ITSM, and BMC Helix Platform applications.
  • BMC Helix Innovation Suite for all service management applications.
  • Leverage common Foundation data for service management applications.
  • Rebrand Self Service Portal and agent console.
  • Set the ticket configuration settings for manual or automatic ticket creation.
  • Remotely access any of the multiple devices of the end users and record the remote control session.
  • Invite other agents to join an active chat session.
  • Request supervisor assistance during a chat session.
  • Transfer or assign chats from the Monitoring Dashboard.
  • Join a chat to monitor or participate in the chat session.
  • Receive SLA breach notifications.
  • Configure browser notification settings.
  • Create quick text groups.
  • Configure the pending queue timer format.


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.

Upgrading

(On-premises only)Upgrade based on the latest system requirements and software.

Administering

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

Installing

(On-premises only) Install and perform initial system configuration.
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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 Virtual Chat.

How can I make my company logo appear instead of the BMC Virtual Chat logo?

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.

How do I prevent the title in Remedy Knowledge Management articles from being searched?

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. 

How do I change the default location of the Program D var folder?

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>
How can I change the default No Answer virtual chat query to display my company website instead of performing a Google search?

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:

Related spaces
Helix ITSM: Smart IT

Remedy with Smart IT

20.02

Helix Business Workflows

Remedy IT Service Management Suite

20.02

Helix Digital Workplace Advanced

Helix Chatbot

Helix Virtual Agent

Remedy Single Sign-On

18.08 18.11 19.02 19.05 19.08 19.11 20.02 20.08

Helix Single Sign-On