Deprecated and unavailable features
The following features are either deprecated or unavailable for use in Live Chat version 21.02.
Review this list before deploying the Live Chat version 21.02:
Deprecated features
Deprecated feature | Summary |
|---|---|
Support Agent Console | The Support Agent Console in BMC Remedy Mid Tier Server is disabled in Live Chat and cannot be enabled. Support agents can participate in a chat conversation by using BMC Helix ITSM: Smart IT or BMC Helix Business Workflows. |
Integration points and automatic incident creation | Only the Self Service-Related Contact Info and Self Service Relate Context integration points remain available. All other integration points that were available in BMC Virtual Chat version 9.1.02 are disabled. |
Unavailable features
The following table lists the features that are currently not available in Live Chat:
Version | Unavailable feature | Summary |
|---|---|---|
21.02, | Ability to send email to an end user from within a chat session. | Support agents cannot send emails to end users from Live Chat. Agents can send email from BMC Helix ITSM: Smart IT or BMC Helix Business Workflows. |
Capacity-based auto accept | The capacity-based auto accept feature currently does not work. |
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