Live Chat 22.1

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

Release notes and notices Updated 18 Apr 2024

Learn what's new or changed in Live Chat 22.1, including new features, urgent issues, documentation updates, and fixes or patches.

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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
April 17, 2024	This patch includes the following enhancements: Automatically redirect the chat request of users to BMC Helix Virtual Agent (Controlled availability customers only) Facilitate application access to users having different email domains	22-1-enhancements-and-patches
August 11, 2023	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
July 5, 2023	Issues that were fixed and issues that remain open Patch 6 for version 22.1 available for on-premises customers	22-1-enhancements-and-patches
June 7, 2023	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
March 24, 2023	This patch includes the following enhancements: BMC Virtual Chat has changed its name to Live Chat. Automatically redirect the chat request of users to BMC Helix Virtual Agent UI. Support agents can use BMC Helix Knowledge Management by ComAround to search knowledge resources within Smart IT.	22-1-enhancements-and-patches
January 13, 2023	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
November 2, 2022	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
October 10, 2022	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
September 2, 2022	Issues that were fixed and issues that remain open	22-1-enhancements-and-patches
July 29, 2022	Enhancements available in this release: Display a message to end users when all agents are busy. Only one work note is added to the ticket per chat transcript and per chat private note. View Live Chat performance and effectiveness metrics in BMC Helix Dashboards. See also Deprecated-and-discontinued-features in this release.	22-1-enhancements-and-patches

Getting started See more	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. See more Interacting with chat users As a support agent, accept live chat requests and resolve the end users' queries. See more
Planning (On-premises only)Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements. See more	Installing (On-premises only)Install and perform initial system configuration. See more
Administering Administrators can configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows. See more	Integrating (On-premises only) As an administrator, set up integrations with other BMC products. See more

PDFs and videos

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Videos

The following list displays the topics contain videos that supplement or replace the text-based documentation:

Getting started
- Modifying labels and messages
  - Remotely access a desktop to solve issues during a chat
    
    Viewing and generating Live Chat reports in BMC Helix Dashboards
    
    Viewing support agents and assignments on Monitoring Dashboard

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 Live Chat.

How can I make my company logo appear instead of the BMC Live 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 live 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-Agent-Queries.

Additional resources from BMC

The following BMC sites provide information outside of the Live Chat documentation that you might find helpful:

BMC Communities, BMC Remedy community
BMC Support Knowledge Base, search filtered by BMC Virtual Agent and BMC Live Chat (requires login)
BMC Educational Services, BMC Remedy ITSM Suite learning path
BMC Global Services, BMC Remedy ITSM offerings

Related spaces

Helix ITSM: Smart IT

Remedy with Smart IT

20.02

Helix Business Workflows

Remedy IT Service Management Suite

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

Videos

Frequently asked questions

Additional resources from BMC

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