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.

Release notes and notices

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.


 

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