This documentation supports the 21.3 and consecutive patch versions of Live Chat.To view an earlier version, select the version from the Product version menu.

Live Chat 21.3

Live Chat 21.3

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

Release notes and notices Updated 29 Jan 2024

Learn what's new or changed in Live Chat 21.3, 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 Smart IT.

Release notes and notices in BMC Helix Business Workflows



Date

Summary

Reference

January 29, 2024

This patch includes the following enhancements: 

  • Automatically redirect the chat request of users to BMC Helix Virtual Agent UI.
  • After configuring the authorization patterns, when you enable MSP for Live Chat, the system asks for user authorization.

Issues that were fixed and issues that remain open

September 5, 2023

June 15, 2023

This patch includes the following enhancements: 

  • Automatically redirect the chat request of users to BMC Helix Virtual Agent UI.
  • Update to latest version of OpenJDK 17.0.6.
  • Update to latest version of Apache Tomcat 9.0.73.

Issues that were fixed and issues that remain open

January 23, 2023

December 20, 2022

September 2, 2022

This patch release includes the following update:

  • A notification is displayed when an agent is disconnected from a chat session and does not join within the timeout period. 
  • Chat sessions are released in the queue for reassignment when an agent is disconnected.
  • A notification is displayed to specify the SLA timeout. Default time is 5 minutes.

Issues that were fixed and issues that remain open

August 1, 2022

This patch release includes the following update:

  • Placeholder text in canned text for the agent or the end user's screen name.
  • Chat session queue position and wait time can be calculated based on the overall queue or company. 

Issues that were fixed and issues that remain open

May 23, 2022

This patch release includes the following update:

  • Placeholder text in canned text for the agent or the end user's screen name.
  • Chat session queue position and wait time can be calculated based on the overall queue or company. 

Issues that were fixed and issues that remain open

This patch is available for SaaS subscribers. 

March 23, 2022

February 8, 2022

January 5, 2022

Containerized deployment of Live Chat with BMC Helix Innovation Suite and Service Management applications.

This patch release includes the following update:

  • Agents are notified when their chat session times out.

Issues that were fixed and issues that remain open

November 19, 2021

This patch release includes the following update:

  • Modify the log levels by changing the Log4j configuration in Virtual Chat Administration Console.

October 4, 2021

Live Chat version 21.3 is released. This version includes the following enhancements:

  • Open the ticket window after a chat is closed or abandoned.
  • View previous assignees or status changes to a chat session.
  • Identify a unique live chat session by using the chat session Id in the logs.


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.

Installing

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

Administering

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

Integrating

(On-premises only) As an administrator, set up integrations with other BMC products.
PDFs and videos

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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