How to use the BoldChat Web Client

The BoldChat web-based application, often called the web client, provides flexibility in non-Windows environments.

Most chat set-up and customization features are available in the web-based client, allowing organizations with smaller chat-only environments to do everything online. In larger settings, the web client is useful for chat operators who only need to login to take live chats from visitors.

The web client is available at https://web.boldchat.com, with additional administrative features at https://setup.boldchat.com.

Cross-Browser Compatibility: You can use the BoldChat web client to monitor visitors and chat interactions. Your operators need only an Internet connection and a leading browser (Internet Explorer, Firefox, Chrome, or Safari), so the web client is perfect for cross-platform deployments.
Web-based Chat Reporting: Web-based chat reporting provides an easy way to access chat reporting from any web browser on Windows and Mac. You can run, schedule and work with BoldChat reports interactively in HTML and you?ll find the chat data you need even faster and easier than before.
Limited Admin Functions: While many chat-focused set-up and customization options are available via the web client, the desktop Operator Client will still be required for larger or more complex chat deployments using permissions, skill routing, and/or automatic chat distribution. Reporting is also a PC Client feature at this time. Online setup features are available at https://setup.boldchat.com.
Multiple-Language Support: BoldChat is dedicated to agent efficiency, so we offer the web client in six additional languages beyond English. With just a few mouse clicks, chat operators can choose to use the web client?s chat functionality in French, German, Spanish, Italian, Dutch, or Brazilian Portuguese.
Secure: All data transferred from the BoldChat's Web application to BoldChat's servers is encrypted over an https connection secured by a high-grade 128-bit encryption.

The web-based client is meant to be an alternative to the desktop desktop Operator Client, not a full replacement. The web application provides core functionality, including the tools needed to manage chats, visits, canned messages, alerts and operators. However, some functionality such as administrative tasks, setup, reporting and customization must be configured or accessed from the desktop application.

Table 1. Features per BoldChat Client version
Feature	Web Client	.NET desktop Operator Client (All features, including Premier and Enterprise-only)
Active browser sharing with form fill		yes
Adaptive messaging		yes
Auto correct	yes	yes
Automatic chat distribution/load balancing	yes	yes
Chat	yes	yes
Chat history	yes	yes
Conversion tracking		yes
Customizable operator alerts	yes	yes
Customizable operator UI	yes	yes
Customizable buttons and windows	yes	yes
Department/Skill routing	yes	yes
Email management		yes
Insert image	yes	yes
Integrated workspace		yes
Manual proactive chat invitations	yes	yes
Multi-OS support	yes
Passive browsing sharing		yes
Personal canned message library	yes	yes
Proactive invitation setup		yes
Real-time visitor history	yes	yes
Real-time visitor monitoring	yes	yes
Reporting engine and scheduler	yes	yes
Sale Recovery Technology		yes
Salesforce module	yes	yes
Searchable canned messages	yes	yes
Searchable chat history	yes	yes
Single sign-on support	yes	yes
SMS management		yes
Spell check	yes	yes
Supervisor dashboard		yes
Twitter management		yes
Typing indicator	yes	yes
Video chat	yes

What is Bold360 AI?

Bold360 AI is a customer engagement solution that uses Natural Language Processing (NLP) to learn about your customers? needs from the very first interaction with them.

With Bold360 AI you can build a help center where your customers can self-serve through a dynamic search bar and you can optimize dynamic search bar engagement with a chatbot.

When visitors hit a dead end or get lost in online FAQs, they either bounce or involve a costly human agent. Bold360 AI's dynamic search bars understand what your customers are looking for and deliver relevant results within seconds. Your customers won?t waste their time digging or your agents? time when not necessary.

The chatbot can answer simple, repetitive inquires that often eat up the majority of an agent's time. This allows customers to be served immediately, at any time of the day or night, and frees up customer service agents for more complex issues and higher-value work that require a human touch. Built with patented NLP, Bold360 AI chatbots understand, remember, and respond like humans, so your customers can get the help they?re looking for in a quick, personalized way.

When your chatbot needs to involve an agent, whether it?s to answer a complex request or hand off a high-value opportunity, the transition is seamless. Agents can clearly see what has occurred in the self-service interaction, so customers don?t have to repeat themselves. AI continues to help the agent as a virtual assistant, offering contextual information at the right time to resolve issues faster.

Instead of pre-loading a customer self-service solution with every possible knowledge base article you can think of, go with what you have and let Bold360 AI help fill the gaps. See what customers are asking in self-service interactions to know which questions need new or additional information. Your Bold360 AI chatbot also takes feedback from customers and agents to self-learn how to answer queries better over time.

Try Bold360 AI to see it in action. Get a Demo!

Bold360 AI platform, Bold360 Agent platform, BoldChat. What's the difference?

You are now at Bold360 AI's support site. Bold360 AI (formerly Bold360ai or Nanorep) customer engagement solution that enables your customers to self-serve.

Bold360 Agent is a web-based application for live agents. You can sign in at agent.bold360.com or admin.bold360.com, depending on whether you want to support your customers, or set up the support experience for your customers and agents. For information about Bold360 Agent, see the Bold360 Agent support site.

BoldChat users generally use the .NET-based BoldChat Operator Client, which is a standalone application available on Windows only. BoldChat users can also sign in to the web-based Bold360 Agent Workspace, (also known as Agent Workspace), but you must first contact your account manager or sales representative for assistance. For information on BoldChat, see the BoldChat support site.

How to display chat transcripts in a Salesforce object

You can associate chat transcripts with Salesforce objects so when you open a record in Salesforce, you see the transcripts of all related chats.

When you log in to your Salesforce account, go to the Salesforce Setup > Object Manager tab and select the object where you want to display chat transcripts.
On the Page Layouts page, select the layout that you want to associate with chat transcripts.
From the Related Lists group at the top of the page, drag and drop Bold360 Conversations to the Related Lists section of the page.
Click Save when you are done.

When you open a Salesforce record, such as a contact, the Related tab will list all the Bold360 Conversation items with chat transcripts included.

How to print a chat transcript

To obtain a hard copy of a chat, you can print the transcript of the session.

Select the chat you would like to send.
In the toolbar above the chat list, click the Print icon.
Tip: The visitor may also have the ability to print the chat transcript by clicking the Print icon in the lower-right corner of a pop-up chat window (visitor-side printing is not available with layered chat windows).

How to integrate Salesforce chat

To integrate Salesforce with the Bold360 AI platform, you must first get the deployment code in Salesforce and then set up the integration in Bold360 AI.

Salesforce console settings

Login to your Salesforce admin console, and go to Setup > Build > Customize > Live Agent > Deployments.
Click New.
Fill in the name and title fields and click Save to get the deployment code.
From the deployment code, note down all relevant information (Deployment Domain, Chat API Domain, Deployment Id, Organization Id).
To get the Button Id, go to Chat Buttons and Automated Invitations in Salesforce Setup and extract the button ID from the Chat Button Code.

Bold360 AI settings

Log in to Bold360 AI, and go to Channeling > Channeling Policy.
Click Add channel.
Select Chat for Channel type.
From the Select chat provider drop-down list, select Salesforce.
Fill in the Deployment Domain, Chat API Domain, Button Id, Deployment Id, and Organization Id that you have copied from the Salesforce console.
Optionally, define conditions for the chat button to be displayed. For more information on setting up conditions, see How do I define a channeling policy?.

Set up a Facebook Messenger account

Connect your Facebook account to Digital DX so you can manage incoming Facebook Messenger conversations.

As with chat functionality, the Facebook Messenger service supports department-based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming requests.

Before you begin:

From the Web Admin Center, go to Channels > Messaging > Automatic Distribution and make sure that Enable automatic distribution is selected.

Remember: You need Access Automatic Messaging Distribution Settings permission to see this page.

Create or edit a Facebook Messenger account, as follows:
1. In the Admin Center, go to Channels > Messaging > Facebook Messenger. The Facebook Messenger Accounts window is displayed.
2. On the Facebook Messenger Accounts page, select an existing account or click Create New.
On the Account Settings tab, click the Log In button showing the Facebook logo to connect Facebook to Digital DX.
You are prompted to enter your Facebook account details.

Tip: If you are using a custom app approved by Facebook to manage Facebook Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).

Can't log in to Facebook? You may have to clear your browser cache and cookies, and then try again.
From the Choose Page drop-down list, select your Facebook page that you want to connect to Digital DX.
This will automatically name your Facebook Messenger account in Digital DX.
Optionally, do the following:
- Choose a Department, which is associated with your Facebook Messenger account. Agents must be members of the selected department to receive Facebook Messenger conversations.
- To end sessions automatically when a customer's response is not received within a defined period, set an Auto-End Interval.
- Under Business Hours, you can set hours of availability specific to Facebook Messenger functionality.
- Under Thread ownership, choose how you want to handle the ownership of re-opened messenger threads:
  - Original agent retains ownership of re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership.
  - Original agent must re-accept re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
  - Original agent must always re-accept conversations, even if open ? When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.

On the Auto Responder tab, enter a name for your auto responder rule set and click Add Criteria to configure how you want to automatically respond to incoming messages.

Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.

Important: We recommend using Create Email Prompt Rules, which creates a set of rules that automatically asks the customer to enter their email address. The customer's email allows Digital DX to connect the customer to their Digital DX history across all channels (such as chat and email). Similarly, the Create Phone Prompt Rules and Create Name Prompt Rules create a set of rules that automatically asks the customer to enter their phone number and name respectively. The advantage of using these features is that they select and configure the necessary rules for you.

If the email, phone, and name prompt rules are insufficient, you have the following options:

Under Criteria, select the relevant criteria and actions as follows:

Option	Description
Availability	You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
Auto Responder state	The state of the Auto responder.
Last Message	Define the content of the last message that the customer sent.
Chat Name	Select the type of emails that you want to reply.
Conversation State	If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the `donotreply` string.
Email	Define the subject of emails that you want to send automatic replies.
Phone	Define the phone number of the customer.

Under Actions, define what actions to take when criteria are met.

On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
- Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
- Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.
Save your changes.

What to do next:

After setting up your Facebook Messenger account in Digital DX, sign in to Facebook, and verify the following:

Go to the your page > Settings > Advanced Messaging page. In the Connected Apps section, click Configure for Handover Protocol. Then select Bold360 for Primary Receiver.

Note: In the new Facebook UI, you find this option in the Page > Settings > Messenger Platform menu. Then change the Role of Bold360 to Primary Receiver.
On the your page > Inbox > Automated Responses tab, make sure that Instant Reply is turned off.

Frequently Asked Questions

Why can't I log in to my Facebook account from Digital DX?: You may have to clear your browser cache and cookies, and then try to log in again. Alternatively, you can sign in to the Bold360 Admin Center in incognito browser mode.
Why don't I receive messages from my Facebook page?: Again, you may have to clear your browser cache and cookies, and then try to send a message from Facebook. Also make sure that you have changed the necessary settings in Facebook (primary receiver should be Bold360, instant reply should be disabled).
Why did my setup suddenly stopped working?: Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working. In the Web Admin Center, edit your Facebook Messenger account and click Renew connection to your Facebook account on the Account Settings page.

Is there an outage?

You can check our service status page for Digital DX for the latest updates and known issues.

You can also subscribe to email or SMS notifications.

Set up auto-translation

With auto-translation, messages between customer and agent are translated in real-time, thus allowing both parties to chat in their own language if the language pair is available.

This feature requires a GeoFluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation.

How does auto-translation work?

Auto-translation takes the following parameters into account:

Customer language: Determined by the chat window's language setting or the language the customer selected on the pre-chat form. You can define chat window language defaults in the chat window configuration.
Agent languages: The languages the agent speaks, prioritized by fluency level. Configured in the agent settings.
Language pairs: The translation pair is supported by your GeoFluent subscription.

If the agent and the customer share a common language, translation is not needed and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.

How to configure your GeoFluent subscription and enable auto-translation per chat window

In the Web Admin Center, go to Integrations > Auto-Translation.
Result: The Auto-Translation page is displayed.
Select Enable auto-translation.

Configure your GeoFluent subscription and defaults.

Option	Description
GeoFluent Host	The host name provided by Lionbridge for your GeoFluent subscription.
GeoFluent Account Key	The account key provided by Lionbridge for your GeoFluent subscription.
GeoFluent Account Secret	The account secret provided by Lionbridge for your GeoFluent subscription.
Default Language	The language agents speak by default. Custom agent language settings override this value.
Supported Language Pairs	The language pairs available for your GeoFluent subscription. To add or remove language pairs, contact Lionbridge about adjusting your GeoFluent subscription.

Click Validate credentials and refresh language pairs to check your GeoFluent settings and synchronize language pairs available for your subscription.
Remember: You must do this every time your GeoFluent subscription changes (such as adding a new language pair to your subscription).
Save your changes.
Now you must enable auto-translation per chat window: Go to Channels > Chat > Chat Windows > [select or create a chat window] > Message Content > Enable auto-translation.
To also allow customers to see the original message in the chat window, select Allow customers to see original message.
Make sure your supported languages are defined in the Chat Window.
1. On the Customization tab, select the proper Primary language for your agents and the supported languages that GeoFluent translates.
2. Save your changes.
  Note: If you have a Digital DX AO-enabled chat window, you must first temporarily set the window type to Standard chat window on the General tab to see the customization options. After making changes to the configuration, you must set the window type back to Bold360 ai chat window.

Notes:

GeoFluent is a third-party service. Your content is maintained in a secure, private workspace and never enters the public domain. Messages are transmitted via secure protocols only.
Customers are notified in a system chat message if messages are being auto-translated.

Auto-translation in Digital DX AI-enabled chat windows

When you use a Digital DX AI-enabled chat window, you must have the Geofluent Auto-Translation for Conversations widget feature enabled on your Digital DX AI account. Please contact your Customer Success Manager to enable this feature.

Additionally, if your customers can also escalate chats to a live agent, you must create a welcome article in the AI Console so that customers can select their language. For more information, see the How to use Geofluent for auto-translation.

What are fallback messages?

Fallback messages enable the bot to provide a response when there is no result or there are multiple options based on the user's input.

When there is one result based on the user's responses, you set up the final answer presented to the user in the body of the article that uses the entity. There could be multiple possible results or no result based on the user's responses. you define what happens in these cases in the Fallback Messages section of the entity.

No results

You can define a fallback message that is presented when the user's answers match the data in the entity source file, but there is no result in the entity that fits the customer's answers. Using the example in this article, if the customer is asking for an iPhone 7 with a 10 megapixel camera, the no result fallback message is presented as iPhone 7 and 10 megapixels are both part of the entity file, in model and camera pixels respectively, but there is no iPhone 7 with a 10 megapixel camera in the database. If however, the customer is asking for a Sony phone, which is not one of the brands in the file, the bot returns the error message defined in the widget configuration.

The fallback message for no result can be either a statement or an article. A statement is plain text that is displayed to the user.

Note: You can't select an article that contains an entity as a no result fallback message.

For custom entities, the message or article you define here is displayed when the customer provided wrong input more times than the property's error message is set to be displayed. For example, you have a property where detect is set to Email, the bot query is What's your email address? and the error message is Please provide an email address. which is set to be displayed 3 times. When the user fails to provide an email address for the fourth time, the fallback message or article is displayed.

Multiple results

When there is more than one result to present, you can set up the bot to generate a carousel of these results. In the Fallback Messages section of the entity page, set what cards in the carousel should look like: specify the property to be presented as title and subtitle, and if you have images in the data source, you can also provide an image property. Using the example in this article, you could have:

Tip: If you don't want to have a carousel of different results, you can use Quick Options instead. See What are the property options for data source entities? for more information.

API Invalid response (for API-based entities only)

Note: This option is displayed only when you provide a link to an API in the Data Source URL field. When your entity reads data through an API, the API may return an invalid response. For example, if your API receives invalid input from the customer or when the API server is unavailable. For these cases, you can define an error statement that is to be presented to the customer.

How to create agent statuses

Create custom agent statuses to extend your options beyond the standard Available and Away.

Create or edit an agent status, as follows:
1. In the Web Admin Center, click Organization > Custom Agent Status. The Custom Agent Status page is displayed.
2. Select an existing status or click Create New.
Result: The New/Edit Custom Agent Status page is displayed.
Enable and name your custom status.
Under Channels, activate the status per channel, as required.
Under Effect on Agent, choose whether agents are Available or Away when in this status.
When Maximum time allowed in this status is enabled, the agent's status is automatically set to the status selected from the menu after the defined amount of minutes.
To prevent users from manually applying this status, clear the box for Allow agents to change into or out of this status.
When disabled, the status can only be altered via an API call or when the time expires for Maximum time allowed in this status.
Save your changes.

The new agent status becomes available for agents working the selected channels.

Note: Although you can delete custom agent statuses, you cannot remove the default ones.

What are best practices for creating custom agent stauses?

We recommend creating custom Away statuses, such as lunch, meeting, and coffee break. This allows you to report on how long agents spend time in specific statuses rather than simply 'Available' and 'Away'.

The aim of this article is to help you how to set up Azure for Office365/Outlook email integration in Bold360 with the OAuth 2.0 authentication method.

Step 1: Set up an Outlook email account

It is possible to integrate both normal mailboxes and shared mailboxes with Genesys DX.

POP3 and IMAP is enabled by default, but Authenticated SMTP is not. The following guide will help you to enable it for both normal and shared mailboxes.

Note: The password for this account is necessary for the authentication process. Make sure you have the email account configured and the password at hand!

Mailbox SMTP configuration

Go to admin.microsoft.com.
Go to Users > Active users.
Add a new user or select an existing user.
Click on Mail.
Click on Manage mail apps.
Make sure that the desired email receiving protocol and Authenticated SMTP is allowed (Authenticated SMTP is NOT allowed by default).

Shared mailbox configuration

Go to admin.microsoft.com.
Go to Teams & Groups > Shared mailboxes.
Add a mailbox or note the name of the mailbox you are going to use.
Go to Users > Active Users and find the account corresponding to the shared mailbox. The user is automatically created when you create a shared mailbox.
Select the user.
Click Licenses and apps.
Add a license for an Outlook 365 or AD app.
If you do not have the correct license, the following error message will appear in the next step: This user doesn't have an Exchange Online license.
Go to the Mail tab.
Click on Manage email apps.

Make sure that the desired email receiving protocol and Authenticated SMTP is allowed (Authenticated SMTP is NOT allowed by default).
Click Save changes.
Click the Back button.

Note: If you want, you can create a password for the created user, but it is not required.

Add a user to a shared mailbox

Go to admin.microsoft.com.
Go to Teams & Groups > Shared mailboxes.
Select the relevant shared mailbox.
Click Edit under Members.
Click Add members and select the users you wish to add to the shared mailbox.

Step 2: Register an app

You have to register an application in Azure for the authentication process. One app registration can be used with several mailboxes in Genesys DX.

Login into Azure portal (https://portal.azure.com) with your credentials.
Select Azure Active directory on the Home Screen.
Select Application registrations.
Select New registrations.
- Specify a name.
- Select Single tenant.
- Select Web as platform.
- Enter the Redirect URL: https://admin.bold360.com/email/authorize
After a successful registration you can see the details of the application.

Note: if you are troubleshooting an existing configuration, make sure that the platform is set to Web in the Authentication tab, where you also have to set the Redirect URL.

If the platform is not set to Web, remove the platform, and add a new "Web" platform. Checkboxes are not necessary.

Step 3: Get the secret key

A secret key is necessary for the authentication process.

Go to Certificates & Secrets in the Azure application page.
Click the New Client Secret button.
The description and the expiration time are arbitrary. Click on Add to continue.
After a successful generation the new client secret is visible. Make sure to grab the Value and not the ID (the secret's ID is not needed).

Step 4: Set the API permissions

In order that Genesys DX be able to receive emails and send emails through your mailboxes, you have to enable specific API permissions for the Azure app.

Go to API permissions in the Azure application page.
Click on Add a permission.
Select Microsoft Graph.
Select Application permissions.
Search for "mail", then select Mail.ReadWrite and Mail.Send, then click Add permissions.
Default status for the permissions is Not granted for.... Click Grant admin consent for...
Once the consent has been granted, statuses reflect the correct state.

Note: App permission changes might take up to 30 minutes to take effect. You might get an error in Genesys DX if you try to connect when the permissions are still not applied.

Step 5: Genesys DX email account configuration

Email in Genesys DX operates like an email client application on a desktop (for example, Microsoft Outlook or Mozilla Thunderbird). This means that incoming email messages are received by and stored on your email server (Office 365 in our case). Genesys DX periodically synchronizes with the server and downloads any new emails from the email server.

Go to admin.bold360.com, navigate to Channels > Email > Email accounts and click Create New.
Create a new account:
- Configuration name - arbitrary name only visible for Genesys DX users.
- Sender email address - arbitrary email address that will show up as the sender email address in emails sent from this Genesys DX email account. This is not used in the authentication.
- Friendly sender name - arbitrary name that will show up as the sender name in emails sent from this Genesys DX email account. This is not used in the authentication.
- Email client - MS Office 365.
- User name - The full email address of the Outlook mailbox where the incoming emails will be downloaded from.
- Server, Port, Secure connection (SSL) and Server type - users typically choose IMAP with SSL. The official Office 365 server names and ports can be found in the following link: https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-8361e398-8af4-4e97-b147-6c6c4ac95353
- Folder - the folder in the Office 365 mailbox there the incoming emails are to be downloaded from. The Refresh folder list button will only be operational after you authorize.
- Tenant ID, Client ID and Client secret (value) - from the AD application
- Outgoing server - outgoing emails can be sent from Genesys DX mail servers, or there is an option to use a custom SMTP server. The Office 365 SMTP server settings can be found under the link in step F.
Click Save to go back to the Email Accounts page. Click on Authorize for the account you have just set up.
A popup browser window appears with a Microsoft login page. Log in with with the email account of the mailbox.

Note: if the mailbox is a shared mailbox, make sure to activate it's user in the Microsoft 365 admin center, and allow Authenticated SMTP in the Manage email apps settings menu.
Once the authorization is done, click on the Test button. It might take around 30 seconds for the tests to go through (it tests the POP3/IMAP and SMTP connections).
If the test was successful, a message appears under the button. From now on, incoming emails are visible in the Agent Workspace at agent.bold360.com.

How to resolve account configuration errors

You can see all configuration issues with your Digital DX account at admin.bold360.com/failures. You may have the following configuration issues:

Invitation Rule Set-related issues

Configuration error message	Resolution
Invitation rule set does not exist or has been deleted. Make sure that you've entered the correct invitation rule ID in your website's HTML code.	Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported invitation rule ID. This ID may be incorrect for the following reasons: You have entered a wrong ID into the script. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Configuration error message

Resolution

Invitation rule set does not exist or has been deleted. Make sure that you've entered the correct invitation rule ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported invitation rule ID. This ID may be incorrect for the following reasons:

You have entered a wrong ID into the script.
The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Email Account-related issues

Configuration error message	Resolution
Email server authentication failed. Check your credentials. (AuthenticationFailedException - AUTHENTICATE failed)	These error messages essentially refer to the same issue: Digital DX could not access your email account because of an authentication issue. In the Admin Center, go to the Channels > Email > Email Accounts page and update your login credentials. Always test your connection to verify your login details.
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Connection reset)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Could not determine server)
Email server authentication failed. Check your credentials.(AuthenticationFailedException - Logon failure: the specified account password has expired.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Login failure: unknown user name or bad password)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Read timed out)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Unable to log in)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [ALERT] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] AUTHENTICATE Invalid credentials)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Authentication failed.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Authentication failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Invalid login)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Username and password not accepted)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - authorization failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - temporary error)
Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection refused)	Digital DX could not connect to the configured email server for one of the following reasons: Email server is temporarily unavailable Your firewall blocks connection An IP filter is configured on the email server Slow network connection may result in time out errors Check your email server connection with another email client to verify that the server is available.
Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection timed out)
Could not connect to the configured email server. Check your email server settings. (NoRouteToHostException - No route to host (Host unreachable))
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Read timed out)
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Connection timed out)
The configured email server URL cannot be resolved. Check your email server settings. (UnknownHostException - host.url.to.mail.server)	The configured email server URL cannot be resolved. In this case, Check your configuration for mistyped URL and test the connection. There may be DNS configuration issues. The email server URL may have changed. Check your provider's website for information.

Websites-related issues

Configuration error message	Resolution
Incorrect website or department ID in your website's HTML code. Make sure that you've entered the correct IDs.	Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported website ID. This ID may be incorrect for the following reasons: You have entered a wrong ID into the script The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Configuration error message

Resolution

Incorrect website or department ID in your website's HTML code. Make sure that you've entered the correct IDs.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported website ID. This ID may be incorrect for the following reasons:

You have entered a wrong ID into the script
The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Floating chat button-related issues

Configuration error message	Resolution
The defined floating chat button definition does not exist or has been deleted. Make sure that you've entered the correct floating chat button ID in your website's HTML code.	Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported Floating chat button ID. This ID may be incorrect for the following reasons: You have entered a wrong ID into the script The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Configuration error message

Resolution

The defined floating chat button definition does not exist or has been deleted. Make sure that you've entered the correct floating chat button ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported Floating chat button ID. This ID may be incorrect for the following reasons:

You have entered a wrong ID into the script
The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

API setting-related issues

Configuration error message	Resolution
Your API authentication token has expired. Check the refresh rate of your API client. API tokens are valid for five minutes only. (AuthSecurityException - Expired authorization)	The AuthToken provided to execute API calls is expired. Check your client that you use to call the API to see how it refreshes the token. Tokens are valid for five minutes only.
Your API Access Key is not enabled or does not exist. Check your API Access Key settings. (AuthSecurityException - No integration settings)	API settings defined by AuthToken does not exists or not enabled. Check API settings for Enabled status first.
API authentication token could not be validated or the signed parameter is invalid. See our Support Center for more information. (AuthSecurityException - Invalid auth or signature) Note: support center link should be the same as the one at the top of the "Failures" page.	When the API authentication token cannot be validated, you must create a valid token as described in the Developer Guide When you use Signed Authorization, make sure that you follow all security considerations.
The "Integration API Server Calls" feature is disabled for your account. Contact your Success Manager to enable it for you. (AuthSecurityException - Feature not enabled)	The "Integration API Server Calls" feature is not enabled for your account. Contact your Success Manager to enable it for you.
The specified Account IDs in the API authentication token and in the request URL do not match. Please generate a proper authentication token. (AuthSecurityException - AccountID does not match)	The AccountID defined in the authorization token does not match the AccountID in request URL. Generate a proper authorization token.

Integration API trigger-related issues

Configuration error message	Resolution
Your integration URL was terminated by the remote server. Check you server's log for details. (ClientAbortException - Connection reset by peer)	Connection to your integration URL was terminated by the remote server. Please check you server's log for details.
You should update your server certificate as it most probably expired. (SSLHandshakeException - General SSLEngine problem)	Most probably your server certificate expired. Please update your server certificate. To validate your certificate, call an API endpoint from a web browser, such as Google Chrome.
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: protocol_version)	An API call to your integration URL failed because the Client and server TLS versions do not match, or are incompatible. Please check your server's TLS support and your server logs for details.
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: unexpected_message)
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: handshake_failure)
Connection refused by remote server. Check the URL and port values in the configuration and the firewall settings on the remote server. (ConnectException - Connection refused)	Check the URL and port values in the configuration and the firewall settings on the remote server.
Server path is configured incorrectly. Check the URL and port values in the configuration and the firewall settings on the remote server. (NoRouteToHostException - No route to host)	Server path is configured incorrectly. Check the URL and port values in the configuration and the firewall settings on the remote server.
Cannot connect to the specified URL and port. Check the URL and port values in the configuration and the firewall settings on the remote server. (SocketException - Network is unreachable)	Cannot connect to the specified URL and port. Check the URL and port values in the configuration and the firewall settings on the remote server.
The amount of outgoing data exceeds 256 kilobytes. Please review the trigger configuration for your content. (Exception - Buffer size exceeded)	The amount of outgoing data exceeds 256 kilobytes. Please review the trigger configuration for your content.

Facebook Messenger Account-related issues

Configuration error message	Resolution
Your recent Facebook password reset invalidated API access tokens. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.)	Your recent Facebook password reset invalidated API access tokens. You must renew connection to your Facebook account: In the Admin Center, go to Channels > Messaging > Facebook Messenger. Select your Facebook account. On the Account Settings tab, select Renew connection to your Facebook account. Save your changes
Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The user has not authorized application X.)	Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. You must renew connection to your Facebook account: In the Admin Center, go to Channels > Messaging > Facebook Messenger. Select your Facebook account. On the Account Settings tab, select Renew connection to your Facebook account. Save your changes

Configuration error message

Resolution

Your recent Facebook password reset invalidated API access tokens. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.)

Your recent Facebook password reset invalidated API access tokens.

You must renew connection to your Facebook account:

In the Admin Center, go to Channels > Messaging > Facebook Messenger.
Select your Facebook account.
On the Account Settings tab, select Renew connection to your Facebook account.
Save your changes

Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The user has not authorized application X.)

Your Facebook authentication either expired after 60 days of inactivity or was manually revoked.

You must renew connection to your Facebook account:

In the Admin Center, go to Channels > Messaging > Facebook Messenger.
Select your Facebook account.
On the Account Settings tab, select Renew connection to your Facebook account.
Save your changes

How to renew connection to your Facebook account

Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working.

To continue using Facebook Messenger as a channel, do the following:

On the Facebook Messenger Accounts page, select an account.
On the Account Settings page, select Renew connection to your Facebook account.
To reconnect Facebook to Digital DX, click the Log In button showing the Facebook logo.
You are prompted to enter your Facebook account details.

Tip: If you are using a custom app approved by Facebook to manage Facebook Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).
Save your account settings.

How to use auto-translation during chats

Chat with visitors even when you don't share the same language. Messages are auto-translated in real time, if the language pair is available.

Important: To chat with visitors in their native language, your administrator needs to ensure the following:

Auto-translation must be enabled and configured for the chat window. For details, see How to set up auto-translation.
Operator languages must be defined. For details, see How to add operators.
The language pair must be supported.

The image below shows auto-translation in action. Hover your mouse over the elements to see their function.

The left panel shows messages in your language. Translated messages are marked with a red asterisk.

The right panel shows messages in the visitor's language. Translated messages are marked with a red asterisk.

Are visitors aware that messages are being auto-translated?

Visitors are notified in a system chat message when you are not chatting in the same language.

What language should I use?

The language you are expected to use for outgoing messages is indicated at the bottom left of the Chat tab (?You are expected to type in X?). To chat in a different language, you must disable auto-translation before typing. Otherwise BoldChat will attempt to translate your conversation.

The language you are expected to use for outgoing messages is indicated in the status bar. If you want to chat with a visitor in a different language than indicated, remember to disable auto-translation before typing. Otherwise BoldChat will attempt to translate your conversation.

How can I change the visitor language?

Click Translate > Set Language... and adjust the preferred language.

Note: The expected visitor language is determined by the chat window's language setting or the language the visitor selected on the pre-chat form.

How can I preview or edit my auto-translated message?

Click Preview in [language] to preview the message. To edit and format the translated message before sending, click Edit Preview.

How can I switch auto-translation on or off?

Click Translate > Enable Auto-translation to switch real time translation on or off.

I speak the visitor's language, but messages are being auto-translated anyway.

Contact your administrator to update the list of languages you speak.

Important: If you want to chat with a visitor in their native language, remember to switch auto-translation off first. Otherwise BoldChat will attempt to translate your conversation even though you are using the same language.

How can I prevent certain phrases or words from being translated?

Click to mark the selected text of your message as not translatable.

Tip: You can also use do not translate formatting in canned messages.

Can I assign an auto-translated chat to another operator?

Yes. Once the chat is reassigned, the operator language is adjusted by the new operator's settings.

What happens if a language pair is unavailable?

If you neither share a common language with the visitor nor any of your language pairs are supported by auto-translate, you and the visitor may not be able to understand each other. Contact your administrator to address the issue.

How to view agents' live workload and availability

Monitor View provides an overview of the workload and availability on the different channels of all agents in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see agents' workload, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.

Workload and availability are displayed on all channels for each agent who is currently signed in to the Agent Workspace. Additionally, at the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Data refreshes every minute.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of agents in selected departments only. This way, you get an overview of how busy a specific department is.

Note: An agent may be the member of - and receive work items from - multiple departments. When you filter for the agents of a department, work items that are assigned to an agent from other departments are also listed here.

To see the workload of a department,

In Monitor View, go to the Live Workload tab.
In the top-right corner, click the department selector.
Select one or more departments.
The list is updated automatically.

Note: The No departments option includes those agents who are not members of any department. You cannot remove this item from the department selector.

How to interpret agent workload

The Live Workload page provides a wealth of information for supervisors. Besides listing those agents who are currently signed in to the Agent Workspace, you get the following details:

Agent name - The name of agents may be listed multiple times when they are logged in from multiple browsers.
Agent status - Under each channel, you see the availability of the agent. A green dot signals that the agent is available, whereas a yellow dot marks the agent as unavailable. The name of custom agent statuses are displayed as labels. Under the availability mark, you see how long the agent has been in that status. Agent status refreshes in real time.
Agent workload - The number of work items currently handled by each agent. When concurrent limits are also set for the agent, you can see the maximum number of work items that Automatic Distribution can assign to an agent at a time. "Unlimited" means that Automatic Distribution is enabled, but there are no concurrent limits set. When Automatic Distribution is disabled, the maximum number of work items is not displayed. See How to set concurrent work item limits per agent.
Note: By manually taking the next item from the queue, agents can exceed their concurrent limits.
Link to current work items - When the agent has at least one active work item, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of work items.
Combined workload in the header - At the top of the list, you can see the combined workload of all listed agents. These numbers are automatically updated when you change the department filter:
- Capacity - The maximum concurrent capacity in Automatic Distribution settings.
- Assigned - The number of work items currently assigned to the listed agents. An agent may have assigned items from departments that are excluded from the current view. Those assigned work items are also included in this field.
- In queue - The number of customers currently waiting in queue on the specific channel.

Digital DX AI Ticketing System Overview

You can use the Digital DX AI ticketing system to process customer escalations.

You can access the ticketing system of Digital DX AI by selecting Ticketing from the menu on the left.

Once you open it, you have the option to view:

Open tickets
Tickets assigned to you
Unassigned tickets
All tickets

Open tickets is the main interface for the ticketing system. When a customer escalates a question to an agent, it is displayed in Open Tickets. This category contains the following:

New tickets, that is, tickets that haven't been answered yet
Non-closed tickets, that is, tickets that have been answered but not closed yet

With the ticketing system, you can:

Assign open tickets to agents
Create labels and assign them to tickets to group them
Search your knowledge base to find an answer to the customer's issue
Write a new answer or leave a comment on the ticket

It is possible to set up Digital DX AI to work with 3rd party ticketing systems. For more information see What are the ticketing integration modes?.

How to sign in to BoldChat?

With the coming of the new sign-in process on March 16, 2020, depending on the version of your BoldChat Operator client, you will have the following options to sign in to the client:

Note: To check the current version of your Operator client, go to the Help > About menu.

If you use the latest client, you can sign in with your email address and password as described below.
If you use a client version earlier than version 15.2.6, you can either update your client to the latest version or start the client in SSO mode.
If you use an Operator client version prior to 7.4, you must download and install the latest client version. See How to update your BoldChat Operator client.

For more information on these changes, see About the new sign-in process in BoldChat.

To sign in with your email address and password, do the following (for clients running version 15.2.6 or later):

Start the BoldChat Operator client.
Sign in with your email address and password.
If you have access to multiple accounts, select the account that you want to work with.

Result: The Operator Client opens.

How to set a chat link as a chat entry point

Set a text-based link that a visitor clicks to initiate a chat session.

When implementing chat, your visitors need something to click in order to start a chat session. The term chat entry point refers to the interface element that a visitor clicks to initiate a chat. You set a chat entry point as part of the procedure of generating and inserting an HTML snippet to your site.

From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.
Result: The Generate Chat Button HTML window is displayed.
On the Generate Chat Button HTML window, at the top of the window under Type of Chat Button, select Web Page Chat Button Text.
Under Customize Chat Window, associate the link with a Chat Window definition.
A Chat Window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks your link.
- To use the default chat window definition, do nothing (the default is called My Chat Window)
- To use a custom chat window definition, click the button with three-dots ... and choose a custom window. See Configuring the visitor's chat experience (Chat Windows).
Option. Associate your HTML snippet with a Department definition.
See About the BoldChat 'Department' entity.
Associate your HTML with a Website definition.
See How to use Website definitions to manage multiple sites.
Option. Pass customer visitor information into the chat session.
See Custom Visitor Info, Variables: Collecting visitor data.
Copy and paste the code to your site. See Generate and insert HTML to your website.

Customize a layered chat window using JavaScript

Take advantage of events and extend chat window features using JavaScript.

A layered chat window can trigger events during its life-cycle and allows you to work with JavaScript without restrictions.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

Adding custom scripts

On the Customization tab, select Layered - Detailed and select the Includes key group. Includes allow you to inject JavaScript code and attach event listeners to chat windows with different scopes:

Chat Frame Javascript Include: Listeners and handlers run inside the iFrame object
Chat Window Javascript Include

What is the difference between a chat window and a chat frame?

Every layered chat window is comprised of a window and a frame object.

A chat window object is a container element that controls the window object of the host page, in which the chat window is embedded. As a consequence, listeners and handlers run outside the context of the iFrame object.
Note: If the ancestor of a chat window is a separate window or tab, outside events, listeners and functions are not used.
A chat frame object is the window object of the innermost iFrame object, in which the chat runs.
Note: If the ancestor of a chat window is a separate window object, the scope is the window object of the standalone window or tab.

Tip: Use the calledmobileChat variable to retrieve the object handle in use.

Using events and listeners

There are two ways to attach event listeners:

Use the mobileChat.addListener(eventName, eventHandler) method to register the handler.
Important: eventName must be a valid event and eventHandler must be a callable function object, otherwise the listener throws an error.
Create a global function.

Tip: You can create more than one listener for an event in the following ways:

Mix the methods above
Call the addListener method more than once using the same event name

Note: A listener registered via the addListener method takes precedence, otherwise event handlers are executed in the order of registration.

Can I remove a registered listener? Calling the addListener method prevents the listener to be cleared. Global functions can be removed.

List of event functions

Table 1. `iFrame` events
Event	Global function name	Description	Arguments
new-message	`bc_newHistoryMessageCallback`	New message added to chat history	integer `personType` String `messageText` DOMObject `messageObject`
chat-ended	`bc_chatEndedEventCallback`	Chat ended
push-page	`bc_pushPageEventCallback`	A `PushPage` request sent by the agent and the customer accepts to be redirected to the target URL	String url
page-loaded	`bc_chatWindowLoadedEventCallback`	Page loaded
resize	`bc_resizeEventCallback`	Elements resized

Note: Events inside the iFrame object are forwarded to the context of the window object, but arguments may not be retained.

Table 2. window events
Event	Global function name	Description	Arguments
new-message	`bc_newHistoryMessageCallback`	New message added to chat history	integer `personType` String `messageText`
page-loaded	`bc_chatWindowLoadedEventCallback`	Page loaded
chat-ended	`bc_chatEndedEventCallback`	Chat ended
chat-closed	`bc_chatClosedEventCallback`	Chat closed
push-page	`bc_pushPageEventCallback`	A `PushPage` request sent by the agent and the customer accepts to be redirected to the target URL	String url
resize	`bc_resizeEventCallback`	Elements resized
maximized	`bc_chatWindowMaximizedEventCallback`	Frame maximized
minimized	`bc_chatWindowMinimizeEventCallback`	Frame minimized

Example:

The following snippets provide two different implementations of the same functionality.

Create two listeners for every available event.
Log the following to the console when an event is captured:
- event name
- event context
- listener type
- function name if the listener is a global function

iFrame object snippet (addListener method)

var _tEvents = {
        "new-message": "bc_newHistoryMessageCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "push-page": "bc_pushPageEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "resize": "bc_resizeEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured inside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

window object snippet (global function)

var _tEvents =  {
        "new-message": "bc_newHistoryMessageCallback",
        "resize": "bc_resizeEventCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "minimized": "bc_chatWindowMinimizeEventCallback",
        "maximized": "bc_chatWindowMaximizedEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "push-page": "bc_pushPageEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured outside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

Log in at https://report.boldchat.com.
Click New report to select a report that you want to schedule.
Click Run report.
On the Report results page, click the cogwheel icon and then click Schedule.
Fill in the details of the report schedule.

You have the following options:
- Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
- To Email Address - The email address where the report will be sent.
- From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
- Output - The format of the report: XLS, PDF, CSV, or HTLM.
- Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
- On Days of Week - Only available when you schedule reports on a weekly basis.
- On Month Days - Only available when you schedule reports on a monthly basis.
- Period - The date range that report includes.
Save your scheduled report.

You will receive reports to the defined email address in the selected output format.

Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

At the top of the page, go to the Scheduled tab.
Your scheduled reports are listed in order of creation.
Click the name of the report that you want to update.
Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

Go to the Reports menu.
At the top of the page, click Schedule.

Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
Edit an existing report - Select a scheduled report and click Edit to change its settings.
Delete a report - Click Delete to remove a scheduled report.
Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

See Set up a Facebook Messenger account and How to renew connection to your Facebook account.

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator: Name of the agent.
FB Messenger Available - Total: The total time the agent spent in available status.
FB Messenger Available - .NET: The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web: The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile: The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total: The total time the agent spent in Away status.
FB Messenger Away - .NET: The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web: The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile: The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced: Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator: Name of the agent.
Time: The time of changing the agent's status.
Client: The client where the agent's status was changed.
Action: The action that was taken to change the agent's status.

Frequently Asked Questions

How to use the BoldChat Web Client

How to use the BoldChat Web Client

What is Bold360 AI?

What is Bold360 AI?

Bold360 AI platform, Bold360 Agent platform, BoldChat. What's the difference?

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

How to print a chat transcript

How to print a chat transcript

How to integrate Salesforce chat

How to integrate Salesforce chat

Salesforce console settings

Bold360 AI settings

Set up a Facebook Messenger account

Set up a Facebook Messenger account

Frequently Asked Questions

Is there an outage?

Is there an outage?

Set up auto-translation

Set up auto-translation

What are fallback messages?

What are fallback messages?

No results

Multiple results

API Invalid response (for API-based entities only)

How to create agent statuses

How to create agent statuses

What are best practices for creating custom agent stauses?

Set up Office 365 authentication in Genesys DX Agent with OAuth 2.0

Step 1: Set up an Outlook email account

Mailbox SMTP configuration

Shared mailbox configuration

Add a user to a shared mailbox

Step 2: Register an app

Step 3: Get the secret key

Step 4: Set the API permissions

Step 5: Genesys DX email account configuration

How to resolve account configuration errors

How to resolve account configuration errors

Invitation Rule Set-related issues

Email Account-related issues

Websites-related issues

Floating chat button-related issues

API setting-related issues

Integration API trigger-related issues

Facebook Messenger Account-related issues

How to renew connection to your Facebook account

How to renew connection to your Facebook account

How to use auto-translation during chats

How to use auto-translation during chats

Are visitors aware that messages are being auto-translated?

What language should I use?

How can I change the visitor language?

How can I preview or edit my auto-translated message?

How can I switch auto-translation on or off?

I speak the visitor's language, but messages are being auto-translated anyway.

How can I prevent certain phrases or words from being translated?

Can I assign an auto-translated chat to another operator?

What happens if a language pair is unavailable?

How to view agents' live workload and availability

How to view agents' live workload and availability

How to filter department-level workload

How to interpret agent workload

Digital DX AI Ticketing System Overview

Digital DX AI Ticketing System Overview

How to sign in to BoldChat?

How to sign in to BoldChat?

How to set a chat link as a chat entry point

How to set a chat link as a chat entry point

Customize a layered chat window using JavaScript

Customize a layered chat window using JavaScript

Adding custom scripts

What is the difference between a chat window and a chat frame?

Using events and listeners

List of event functions

How to schedule reports

How to schedule reports

Where to find your scheduled reports?