Frequently Asked Questions

Date

Time

Maintenance duration

Maintenance details

Region

Impact

Saturday, October 1st, 2022

2 AM-6 AM EST (6 AM-10 AM UTC)

4 hours

Security updates & maintenance

EMEA

AI service will be unavailable for the most part for both admins and visitors, or available in backup mode intermittently.

Saturday, October 8th, 2022

2 AM-6 AM EST (6 AM-10 AM UTC)

4 hours

Security updates & maintenance

EMEA, APAC

  • EMEA: AI service will be available in back up mode. Visitors will still be able to access the service, and chatbots will still remain active and available.
  • APAC: AI service will be unavailable for the most part for both admins and visitors, or available in backup mode intermittently.

Saturday, October 15th, 2022

2 AM-6 AM EST (6 AM-10 AM UTC)

4 hours

Security updates & maintenance

EMEA, US

  • EMEA: AI service will be available in back up mode. Visitors will still be able to access the service, and chatbots will still remain active and available.
  • US: AI service will be unavailable for the most part for both admins and visitors, or available in backup mode intermittently.

Saturday, October 22nd, 2022

2 AM-4 AM EST (6 AM-8 AM UTC)

2 hours

Version release (AI & Agent) - 22.10.0 Phase I &
Server maintenance

All regions

  • EMEA only: Agent chat service will be unavailable for approx. 20 minutes.
  • All regions:
    • Agent: Visitors may experience minor lag/interruption in active sessions.
    • AI: Admin console may be inaccessible, no impact to end users.

Sunday, October 23rd, 2022

2 AM-4 AM EST (6 AM-8 AM UTC)

2 hours

Agent server maintenance

EMEA

Agent chat service will be unavailable for approx. 20 minutes.

Saturday, October 29th, 2022

2 AM-4 AM EST (6 AM-8 AM UTC)

2 hours

Version release 22.10.0

Phase II

All regions

  • Agent: Visitors may experience minor lag/interruption in active sessions.
  • AI: Admin console may be inaccessible, no impact to end users.

Related article: Security update for visitor cookies

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

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

Shared mailbox configuration

  1. Go to admin.microsoft.com.
  2. Go to Teams & Groups > Shared mailboxes.
  3. Add a mailbox or note the name of the mailbox you are going to use.
  4. 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.
  5. Select the user.
  6. Click Licenses and apps.
  7. 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.
  8. Go to the Mail tab.
  9. 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).
  10. Click  Save changes.
  11. 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

  1. Go to admin.microsoft.com.
  2. Go to Teams & Groups > Shared mailboxes.
  3. Select the relevant shared mailbox.
  4. Click Edit under Members.
  5. 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.

  1. Login into Azure portal (https://portal.azure.com) with your credentials.
  2. Select Azure Active directory on the Home Screen.
  3. Select Application registrations.
  4. Select New registrations.
    • Specify a name.
    • Select Single tenant.
    • Select Web as platform.
    • Enter the Redirect URL: https://admin.bold360.com/email/authorize
  5. 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.

  1. Go to Certificates & Secrets in the Azure application page.
  2. Click the New Client Secret button.
  3. The description and the expiration time are arbitrary. Click on Add to continue.
  4. 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.

  1. Go to API permissions in the Azure application page.
  2. Click on Add a permission.
  3. Select Microsoft Graph.
  4. Select Application permissions.
  5. Search for "mail", then select Mail.ReadWrite and Mail.Send, then click Add permissions.
  6. Default status for the permissions is Not granted for.... Click Grant admin consent for... 
  7. 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.

  1. Go to admin.bold360.com, navigate to Channels > Email > Email accounts and click Create New.
  2. 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. 
  3. Click Save to go back to the Email Accounts page. Click on Authorize for the account you have just set up.
  4. 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. 
  5. 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).
  6. 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 display chat transcripts in a Salesforce object

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.

  1. 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.
  2. On the Page Layouts page, select the layout that you want to associate with chat transcripts.
  3. From the Related Lists group at the top of the page, drag and drop Bold360 Conversations to the Related Lists section of the page.
  4. Click Save when you are done.

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • auth.bold360.com
  • launch.bold360.com

IP addresses for the sign in service

 

Add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email address so that identity-related and authentication emails are received:

  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • support@bold360.com

Allowlists

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11
     

What are NodeJS providers?

With providers you can create customized conversational flows with the end-user.

Note: Contact your Customer Success Manager for more information about what providers can do.

A Node JS provider is one of the most versatile providers. Its Node JS code runs on lambda for certain events of the knowledge base to provide custom information for the bot to use. Node JS runs on two AWS Lambda instances: one for the getEntity logic and one for the detect logic. They have a default maximum of three seconds per each call and have a lifespan of about 20-30 minutes from its first call. This means you can cache items on a lambda, but only up to 20-30 minutes.

Creating a Node JS Provider

To create or update a provider, in Bold360 AI, go to Admin Center > KB Setup > Providers and choose Add Provider.

To call the providers that you create, add the entity that the provider represents to the article as [[ENTITY_NAME]] and call that article in your bot.

NodeJS workflow

Details to expand on

  • Runs on a Lambda AWS instance
  • Supported Entities
    • Defines which entities this provider should handle
  • Dependencies
    • Defines which entities an entity depends on in order to be used
  • getEntities
    • Used to get entities based on the information collected and to define if there are any missing entities needed
    • This should always return something with the nano.sendGetEntitiesResult()
    • When you return a missing entity, make sure the name and missingVarText are filled out. Else it will not work, and you'll never figure out why.
  • detect
    • Used to detect intents in a set of tokenized words and create entities based on those words
    • If it doesn't capture anything in the tokens, it should let the function end and not try to return anything or run any callbacks

Response format

getEntity
this.sendLambdaResult(callback, {
    "resultEntities": [],
    "missingEntities": []
});
detect
this.sendLambdaResult(callback, [resultEntity1, resultEntity2])

URL Button

var storeExistsEntity = nano.createEntity({
    "name": "STORE_CITY_EXISTS",
    "kind": "STORE_CITY_EXISTS",
    "type": "quickOption",
    "_public": "true",
    "lifecycle": "statement",
    "value": "Store Locator",
    "properties": [{
        "kind": "url",
        "value": "www.google.com",
        "type": "text",
        "name": "Display Text"
    }]
});
 
//  nano.addProperty(storeEntity,"ADDRESS1","text",store[5],"ADDRESS1");
console.log("this is the entity" + JSON.stringify(storeExistsEntity));
 
//var entities = [storeEntity];
return nano.sendGetEntityResult(callback, [storeExistsEntity]);

Quick Option

To return a quick option with text above it, return the following entities. In the article body, add ONLY [[OPEN_MESSAGE]] and NOT [[OPEN_INCIDENTS]]. The system adds the options that return a statement.

incidents.push({
            "name": "Incident Name:",
            "kind": "statement",
            "value": "What is the status of " + result[i].number,
            "type": "text"
          });
  
var entityOpenIncidents = nano.createEntity = {
            "name": "OPEN_INCIDENTS",
            "kind": "OPEN_INCIDENTS",
            "type": "quickOption",
            "_public": "true",
            "lifecycle": "statement",
            "value": "I see that you have " + count + " " + ticketText + " open. Which one woulyou like me to assist you with?",
            "properties": incidents
};
if (!arr) var arr = [];
arr.push(entityOpenIncidents);
 
var entityOpenMessage = nano.createEntity = {
            "name": "OPEN_MESSAGE",
            "kind": "OPEN_MESSAGE",
            "type": "text",
            "_public": "true",
            "lifecycle": "statement",
            "value": "I see that you have " + count + " " + ticketText + " open. Which one woulyou like me to assist you with?",
};
     return nano.sendGetEntityResult(callback, [entityOpenIncidents, entityOpenMessage]);

Multiple Choice Buttons

This allows you to add a button for your users to click on. You must return an error entity as well as the missing entity that you want the result to refer to.

Adding a button
let sizes = result.map((e) => e[2]);
var multichoice = {
    "kind": "text",
    "type": "error",
    "value": "Please choose one of the sizes below::",
    "_public": true,
    "properties": []
};
nano.addProperty(multichoice, "type", "text", "multichoice");
nano.addProperty(multichoice, "header", "text", "Please choose one of the sizes below:");
  
let numOfOptions = 0;
for (let size of sizes) {
    ++numOfOptions;
    let option = nano.addProperty(multichoice, "" + numOfOptions, "text", size);
    nano.addProperty(option, "text", "text", size);
    nano.addProperty(option, "statement", "text", size);
    nano.addProperty(option, "quickOption", "text", size);
}
nano.addProperty(multichoice, "count", "number", numOfOptions);
 
return nano.sendGetEntityResult(callback, [multichoice], "PRODUCT_SIZE_US");

Then send that back as an entity in the result:

MultiChoice properties
Property Description
count The number of options
quickOptionStyle

'statement'

'numbers'

'disabled'

header Header to add before the options list
footer Footer to add after the options list
MultiChoice option properties
Property Description
text Text to display in the response message when the button is clicked
statement The STATEMENT to execute when selecting the option
quickOption The text displayed in the button
quickOptionType inlineOption
type (Optional) - There is only one, called share_location

Carousel

To add a carousel to the screen, you should first create an entity with the following object. You cannot use custom HTML in the text property because that is escaped.

let carouselObject = {
    "type": "carousel",
    "items": [{
        "title": "Apple iPhone",
        "subtitle": "Say hello to the future",
        "imageUrl": "https://cdn-customers.nanorep.com/customers/product_demo/assets/apple-iphone.jpg",
        "options": [{
            "isDefault": true,
            "type": "url",
            "text": "Product Page",
            "value": "https://www.apple.com/iphone/"
        }, {
            "type": "url",
            "text": "Models",
            "value": "https://www.apple.com/iphone/compare/"
        }]
    }, {
        "title": "Apple iPad",
        "subtitle": "Anything you can do, you can do better",
        "imageUrl": "https://cdn-customers.nanorep.com/customers/product_demo/assets/apple-ipad.jpg",
        "options": [{
            "isDefault": true,
            "type": "url",
            "text": "Product Page",
            "value": "https://www.apple.com/ipad/"
        }, {
            "type": "url",
            "text": "Models",
            "value": "https://www.apple.com/ipad/compare/"
        }]
    }, {
        "title": "Apple Macbook",
        "subtitle": "Light. Years ahead",
        "imageUrl": "https://cdn-customers.nanorep.com/customers/product_demo/assets/apple-macbook.jpg",
        "options": [{
            "isDefault": true,
            "type": "url",
            "text": "Product Page",
            "value": "https://www.apple.com/macbook/"
        }, {
            "type": "url",
            "text": "Models",
            "value": "https://www.apple.com/mac/compare/"
        }]
    }, {
        "title": "Apple TV",
        "subtitle": "The 4K HDR era. Now playing",
        "imageUrl": "https://cdn-customers.nanorep.com/customers/product_demo/assets/apple-tv.jpg",
        "options": [{
            "isDefault": true,
            "type": "url",
            "text": "Product Page",
            "value": "https://www.apple.com/tv/"
        }, {
            "type": "url",
            "text": "Models",
            "value": "https://www.apple.com/tv/compare/"
        }]
    }, {
        "title": "Apple Watch",
        "subtitle": "Make calls and send texts with just your watch",
        "imageUrl": "https://cdn-customers.nanorep.com/customers/product_demo/assets/apple-watch.jpg",
        "options": [{
            "isDefault": true,
            "type": "url",
            "text": "Product Page",
            "value": "https://www.apple.com/watch/"
        }, {
            "type": "url",
            "text": "Models",
            "value": "https://www.apple.com/macbook/specs/"
        }]
    }]
};

Finally, save the article in Source mode.

What are entities?

Entities in Bold360 AI enable you to turn your data into smart chatbot conversations.

Tip: Check out this video to see entity configuration in action.

Entities serve as a database for the information that the conversational bot needs to answer your customers' questions. You set up an entity with a data source and provide different questions the conversational bot will ask the customer about the same set of data. For example, you have a data source for mobile phones and you want to create a conversational bot that recommends your customers the best mobile devices based on their needs. Your data source contains information about the brand, the model, the price, the screen size and so on of the mobile phones available. In the entity, you can set up questions about these bits of information, like Any specific brand you're looking for? and What is the price range?. The customer answers these questions and the conversational bot provides the best fit or fits based on their answers.

With entities, you can provide a smart conversational experience to your customers:

  • If the customer provides an answer to a question that the conversational bot hasn't asked yet, it won't ask that question. For example, if someone is looking for an iPhone with 64GB memory, the bot will skip the question about memory type and potentially the one about phone type as well.
  • The conversational bot presents the questions in the most effective way to ensure the customer has to provide the least number of answers to find the result. So regardless of the order of the questions in the entity, the conversational bot rearranges the questions in the most logical way.
  • When a question has one answer only, the bot simply skips that question and does not present it to the customer. For example, if there is only one Samsung phone with a 7" screen, the bot doesn't ask the customer about either the camera or the memory of the phone, but displays the result immediately.

Bold360 AI supports the following types of entities:

  • Data source entities where the data comes from
    • a CSV or a JSON file or
    • an external data source through an API
  • Custom entities that you can use
    • to collect information from your customers in an interactive way
    • an auxiliary for API-based data source entities as they help collect the information required for the API and then trigger the API itself

This description applies for the process available after the 2022-06-10 release. To see the older version, click here.

As an Agent, you can take control of a customer's computer from a standard chat session. During a remote access session you can view and/or control the customer's computer. Each remote access session is also a chat session.

Important: You can have one active remote access session at a time.
Important: Please find the URL whitelist here.

Customer experience

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above
  1. The customer initiates the conversation.
  2. The Agent asks them to accept the remote control session. The customer clicks Allow to accept.


     
  3. After that, the customer has to perform the following steps:
    • Download the Genesys.Support.exe applet that pops up in the browser window.
    • To start the actual remote control session, the customer clicks the Genesys.Support.exe applet to run it.
    • A pop-up message appears, asking the customer to grant permission to view their screen. The Customer clicks Allow.


       
    • As the Agent views their screen, the customer can click Pause or End session any time.

Start remote control session with a customer - for Agents

  1. Accept the incoming conversation.

  2. Click the Remote Control button in the upper right corner of the conversation panel to switch to remote access.

  3. The customer has to accept your request.
  4. After the customer has accepted your request, guide them through these steps:
    1. Ask them to grant the opted permissions and download the Genesys.Support.exe applet. Download should take no more than 15 seconds.
    2. Once the download is complete, ask the customer to click on the downloaded file to run the applet and click Allow to grant you access to their screen.
    3. You can now view the customer's screen.


       

Available options

Note: The customer has to allow every action you request.

Request remote control
You can request to control the customer's screen remotely. Please ask the customer not to use their mouse or keyboard while you are in remote control, as it can interrupt your actions.

Request screen annotation
You can draw an informative image or move a laser pointer on the customer's screen. Please ask the customer not to use their mouse or keyboard while you are in remote control, as it can interrupt your actions.

System info
This option allows you to inspect the characteristics of the PC, Mac or mobile phone the customer is using.

Zoom to original size
This option lets you zoom in the screen control as if you would inspect the customer's screen in its actual size. Click the option again to zoom back.

Stream performance 100%
This option lets you finetune the stream quality to reduce CPU usage and bandwith consumption. There are two options available here:

  • Stream FPS: Changes the frame rate of the stream. A lower setting relieves the CPU, but produces lower screen quality.
  • Stream resolution: Changes the stream resolution.

Leave session
Click this option to leave the remote access session.

Supported browsers (Agent)

  • Chrome: 72+
  • Firefox: 65+
  • Edge: 17+
  • Safari: 12+

Supported OS (on customer side)

  • Windows: 8 , 10, 10S, 11 (Requires .NET Framework 4.6.2+)
  • MacOS: 10.14+
  • Linux: Ubuntu 18.04.3+, Redhat 7.6+
  • iOS: 12.3.x+
  • Android: 5.0+

How to use Geofluent for auto-translation

Important: Please contact your Customer Success Manager to enable this feature if you want to use it.
Tip: Check out this video to learn how auto-translation work.

Digital DX AI offers automatic language translation in conversational and search modes. It enables your bot to answer your international visitors in any language while end user requests are served from one knowledge base in one language. This feature helps the multilingual support of knowledge bases that frequently change without the need of having to provide the translations as well. The translation engine supports more than 46 languages. The quality of Digital DX's automatic translation is almost as high as if you used a dedicated knowledge base per language.

Customers can switch between viewing the original bot or agent message, and the translated version of the message provided by GeoFluent. By using the toggle displayed above the input filed at the bottom of the widget, customers can check the original message in case of unclear translations. Currently, this toggle is always switched on.

Important: 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.

Features and Benefits

  • Language selector in the beginning of the conversation.
  • Answer content, FAQs, and widget interface are automatically translated.
  • Language selection is saved if the bot conversation is transferred to a live agent.
  • Customers can easily switch between original and translated message.

What languages does GeoFluent support?

GeoFluent supports the following languages in the chat window:

Afrikaans* Arabic* Bengali* Bulgarian* Chinese (Simplified)* Chinese (Traditional)*
Croatian* Czech* Danish* Dutch English (UK)* Finnish*
French French (Canadian)* German Greek* Hebrew* Hindi*
Hungarian* Icelandic* Indonesian* Irish* Italian Japanese
Kazakh Korean Lithuanian Malay* Norwegian (Bokmal)* Norwegian (Nyorsk)*
Polish* Portuguese* Portuguese (Brazilian)* Punjabi* Romanian* Russian*
Serbian Slovak* Spanish Swedish* Tagalog Thai*
Turkish* Ukrainian* Vietnamese*      

* You need to translate the branding of the chat windows.

How to set up auto-translation with GeoFluent?

To set up auto-translation, contact your Customer Success Manager with the following information at hand:

  • GeoFluent Host
  • GeoFluent Account Key
  • GeoFluent Account Secret

How to enable auto-translation?

Once your GeoFluent account is set up for your Digital DX AI account, all your conversational widgets can provide live translations. To enable it, you must set up a language selector as follows:

  1. In the AI Console, go to Knowledge > Add Article.
  2. Create a welcome message as an article, which includes the language selector.
  3. Add a < language_selector / > tag to the article. This tag will be replaced by the languages drop-down list.
  4. Optionally, add a "languages" attribute to the < language_selector > to define the supported customer languages: By default, all languages are listed in the language drop-down list that are supported by your GeoFluent account. The list of languages must be a comma separated list of two-character language codes.
  5. Once you create this message, go to Touchpoints > Widgets and select the widget where you want to use the language selector.
  6. In the Auto Question field, select the newly created message.
  7. Save your changes and you are good to go.

How to use auto-translation with a Digital DX Agent integration?

At the beginning of a chat session, customers can select their language in the widget. When the chat is channeled to a human agent, Digital DX Agent receives the selected language value from Digital DX AI and automatically offers the relevant GeoFluent translations.

Auto-translation in Digital DX Agent takes the following parameters into account:

  • Customer language: Determined by the customer's 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, then there is no need for translation 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.

Reports for auto-translations provided by GeoFluent

When auto translations for conversational mode is enabled for an account, you can run reports on three new fields in the Automatic translation section of the Admin Center > Reports page:

  • Auto-translated - true if the query sent to the bot was auto-translated by GeoFluen
  • Query language - the language code of the original end-user query before auto translation. It is "empty" if live translation did not happen for the query
  • Original message - The original end user query before auto translation. The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

You can group reports by the Auto-translated and Query language options.

Translation Analytics

You can generate reports on GeoFluent-based auto-translation on the Analytics > Reports page of the AI Console. You can select the following report fields from the Automatic translation category:

  • Auto-translated: Displays whether the customer voice was auto-translated
  • Query Language: Language of the original customer voice
  • Original Message: Content of the original customer voice

Notification of auto-translation failure

If GeoFluent translation service is used and it fails to translate the response, a message is displayed that the translation service is not available. The user can then resend the request.

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

Set up an email account

Configure Digital DX to receive, track, and manage emails.

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

    Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.

How to create data source entities

Use data source entities in Bold360 AI to turn your data into smart conversations.

Make sure your widget is set to conversational. Learn more here.
In this example, we have a list of mobile phones and we want to create a bot that recommends users the best mobile devices based on their needs. We are going to set up a data source entity based on this list of mobile phones and then create an article that uses this entity.
  1. Create the list of mobile phones in a CSV file.

    A sample CSV file is attached at the end of this article. Learn more about the different data source options and requirements in this article.

  2. In the AI Console, go to Knowledge > Entities.
  3. Choose (Create Entity).
  4. Select data source entity for entity type.
  5. Provide a name and optionally a description for the entity.

    The entity name can contain letters, numbers and underscores. Spaces are not allowed.

    You can use the description to give the entity a more meaningful name or description that helps you identify it later.

    Example: Name your entity MOBILE_PHONES.

  6. Fill out the Data Source URL field.

    You can select the CSV file from your local computer and upload it to Bold360 AI' secure server or you can upload the file to a file hosting service like OneDrive and enter its URL here.

    Note: If you provide a link to the file's location, make sure it's publicly accessible.
    See What are the data source URL options? for more options.
  7. Set the response type to CSV.
  8. Choose LOAD.

    Result: The properties table is now loaded. Properties are the columns that are available in the data source file.

  9. Fill out the Properties table.

    See What are the property options for data source entities? and How do life cycle options work? to learn more about the options.

    Example:

    You should decide what questions the bot should ask the end users to offer the best possible recommendation about phones. In this example, the bot asks questions about brand, price range, and camera quality.

  10. Optional: Define fallback messages.

    See What are fallback messages? to learn more.

    Example: For this example, we enter Unfortunately, there's no mobile device that matches your preferences. for no results and set up a carousel to be displayed with the image, the brand and model, and the price if there are multiple results based on the customer's responses.

  11. Save your changes.
  12. Now go to Knowledge > Articles.
  13. Create a new article or open an existing one and add the entity in the article's body.

    In the article's body, create the final response of the bot: this is what the bot responds when there is a single mobile device to recommend. The response should use the entity to present the details of the selected mobile device. To insert an entity, you can either choose or enter [[ in the text editor and have a drop-down of all entities displayed. Once you add an entity to the response, the entity is automatically added to the article. You can expand the entity to see the questions that the bot may ask the user and adjust them to fit the article if needed.

    Note: You can drag-and-drop entities in the Article Editor to control the order of the questions in the conversation.

    Example: Intent: I want to buy a mobile phone

    Body: ?

  14. Publish the article.

You can now see the conversation in action in your widget ? just enter I want to buy a mobile phone.

Important: The bot doesn't always ask all the questions we set in the entity. It can automatically identify when there is no need to ask a question, for example, when there is only one possible result left. In addition, the order of the questions might differ as the bot automatically chooses the order based on what it estimates as the fastest way to get to a possible answer.

We added the secure attribute to visitor site cookies to comply with OWASP recommendations. Post release, this will be enabled, preventing the transmission of a cookie over an unencrypted channel.

You can read more at OWASP's site about Secure Cookie Attribute and Testing for Cookies Attributes.

Known issues:

If you have both HTTP and HTTPS websites with chat implemented and expect your customers to navigate between them during a chat session, your customers may experience discrepancies in the chat flow. In this case, you can ask the Bold360 customer service to disable the security feature for you. 

Introduction

Included in your current BOLD360 license is the ability to connect with users over video chat. It also allows for a support agent to initiate a remote-control session where an agent can take control of the users’ device to deliver support on that device. With Genesys’ acquisition of BOLD360 in May 2021, we are in the final development stages for required changes the underlying technology used to support these features which will require a transition to this new technology by the end of March 2022.

While our development is not complete, current plans include the use of a 3rd party technology to deliver similar capabilities as part of the current license agreement. As a courtesy, we would like to proactively share initial information for this new solution to help facilitate your company’s transition. Genesys reserves the right to modify or change underlying technologies up until the point the solution is made generally available.

A Genesys technical consultant will be contacting you regarding this transition. They will provide you with information and guidance that provides a smooth transition to the new Digital Services video chat.

For Administrators: enable the Video Chat Window

To let Agents use the Video Chat Window, make sure that your preferred chat window is enabled for Video Chat.

To set up a Video Chat button:

  1. Log in to the Bold360 Admin Center.
  2. Go to Channels > Chat > Chat Windows.
  3. Select the Chat Window you want to use for Video Chat and click on it.
     Note: Currently, Video Chat works only with the Layered Chat window option.
  4. In General, enable the Video Chat checkbox.
  5. Click Save.

Customer experience

The customer starts a Live Chat as per usual.

  1. When the Agent initiates a Video chat, the customer can accept or decline it. If the customer accepts the Video Chat, The Video Chat Window appears.

    Before entering the chat room, the customer can:
    • Enter a name.
    • Mute or unmute the microphone.
    • Enable or disable camera.
    • Click on the Gear icon to select the camera and microphone they want to use for the chat.
  2. The customer then proceeds to the Video Chat Window.
  3. The customer can click the Hang up button () to Leave the Video Chat.
    The customer can re-join the call in two ways.
    • They have to click the Re-join Call button () in the Video Chat Window.
    • If they closed the Video Chat Window, they have to click the Show call button () in the chat window.

Options in the Video Chat Window for Customers

 Microphone: Turn the microphone on or off.

 Camera: Enable or disable camera.

 Video Chat Settings: Inspect participants and perform additional settings.

Video Chat Setting Description


 
Sets the Video Chat Window to Full screen.

Sets the layout of participants to grid view or activates the active speaker's video image.
Participants shows the list of participants in the call.
In Settings, the customer can enable or disable the following options:
  • Follow active speaker
  • Flip Camera Image
They can also:
  • Inspect Session Duration
  • Set audio and video options.
 

  Hang up: If the customer clicks Leave meeting, he or she can leave the Video Chat Window. In this case, the Agent stays actively in the Video Chat Window, and the customer can re-join the session.

For Agents: a guide to the Video Chat Window

 Note:  A Video Chat can be started within an active chat session with a customer. Only the Agent can initiate Video Chat with a customer.

To start a Video Chat with a customer:

  1. Log in to the Agent Workspace.
  2. Activate the chat with the customer from the chat queue.
  3. At any time during the chat session, click on the camera icon () at the top of the Customer Chat History panel. The Video Chat Preview Window appears.
    Before entering the chat room, you can:
    • Enter your name.
       Note: If your username is authenticated, you cannot change it.
    • Mute or unmute your microphone.
    • Enable or disable your camera.
    • Click on the Gear icon to select the camera and microphone you want to use for the chat.
  4. If the customer accepts the Video Chat request, the video chat session begins. The Live Chat indicates that there is an ongoing call with the Customer.

    While the Video Chat is active, a floating notification appears on the Agent Workspace. Agents can drag this notification anywhere in the Workspace.
    • The Show Call button () activates the Video Chat Window if the Video Chat Window is minimized, or another window covers it.
    • An Agent can initiate and uphold only one Video Chat instance at once. If an Agent tries to start another Video Chat while another Video Chat is active, they are prompted to confirm if the active Video Chat should be closed. You have to close the existing chat to start a new chat.
    • The Video Chat Window closes after 20 minutes of idle state.
  5. Click the Hang up button () to Leave or Close the Video Chat.
    • If you want to keep the customer on hold, choose Leave. Leave exits you from the chat room. In this case, the customer remains in the chat room. If the customer does not leave the chat room, you can re-enter the Video Chat Window again.
      You can re-join the call in two ways.
      • Click the Re-join Call button () in the Video Chat Window.
      • If you closed the Video Chat Window, they have to click the Show call button   () in the chat window.
    • If you want to permanently close the Video Chat Window, click Close. If you close the Video Chat Window, the conversation ends for the customer as well.

For Agents: options in the Video Chat Window

 Microphone: Turn your microphone on or off.

 Camera: Enable or disable your camera.

 Video Chat Settings: You can inspect participants and perform additional settings.

Video Chat Setting Description


 
Sets the Video Chat Window to Full screen.

Sets the layout of participants to grid view or activates the active speaker's video image.

Participants shows the list of participants in the call.

You can enable or disable cameras and audio devices of other participants.

In Settings, you can enable or disable the following options:
  • Follow active speaker
  • Flip Camera Image
You can also:
  • Inspect Session Duration
  • Set audio and video options.
 

 Hang up: Leave meeting or close meeting according to your needs. Leave meeting puts the customer on hold in the chatroom, Close meeting permanently closes the chat window.

System requirements

The Video Chat supports the following browsers on the respective operating systems:

  • Windows: Microsoft Edge, Chrome, Mozilla Firefox
  • MacOS: Safari, Chrome, Mozilla Firefox
  • iOS: Safari
  • Android: Chrome, Mozilla Firefox

The following browser versions are supported:

  • Chrome: Version 79 and newer
  • Mozilla Firefox: Version 74 and newer
  • Microsoft Edge: Version 79 and newer
  • Safari: Version 12 and newer

Note: Safari tends to automatically zoom in when a text input such as the Bold360 chat input field gets focused. This zooming and panning induces bad user experience if the chat window fills the entire browser area, especially when the chat window contains embedded video view. It is strongly recommended to disable Safari's auto-zoom behavior by adding maximum-scale=1 value to the viewport meta tag to the header of the HTML document which embeds the Bold360 layered chat window. An example: <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1">

How to integrate BoldChat with Salesforce

By integrating Salesforce and BoldChat, your organization will be able to create Salesforce objects from active or inactive chats directly from the operator client application.

Operators are presented with a dynamically rendered screen that matches fields in Salesforce. The fields presented in the dialog can be restricted or excluded in two ways: By using an exclusion list or by correlating an operator to a Salesforce profile.

Important: Salesforce integration is only available to BoldChat Premier and Enterprise subscribers.

Features and advantages:

  • Chat agents have the tools they need inside the BoldChat interface.
  • Fields can be excluded from view to improve efficiency.
  • Required field types are supported.
  • Custom fields are supported.
  • Data is pre-populated but also editable.
Note: For information about Salesforce and data residency, see Data Residency Options.

Salesforce Configuration

BoldChat's Salesforce Module Setup

To utilize the module, BoldChat/Salesforce administrators must configure a Salesforce connector by following the implementation process below.

  1. Install the BoldChat Salesforce Module v1.9 from this link.

    Result: This will put a "BoldChat" app in your Salesforce interface.

  2. Decide what Salesforce user login you will be using for the BoldChat integration setup. This could be one of your existing Salesforce user logins, or a new, separate one that you create. This user must have the "API Enabled" permission checked in their "Profile" or must be an "API Only" type of user. The significance of deciding on the Salesforce user login to use is that the login credentials for this user will be setup in the BoldChat account setup so that the BoldChat system can pass data to your Salesforce account via the API.
    Note: If you would like to correlate a BoldChat Operator with a specific Salesforce user Profile, you will need to create multiple Salesforce connectors. Specifically, a connector should be set up for every Salesforce profile you would like available to associate with a BoldChat operator. Use the credentials of a Salesforce user that has the associated profile and access to the API. Our system will then use these credentials for Layout presentation and data insertion.
    After creating multiple connectors for the Salesforce Profile, edit your operators account and choose which connector they should use. This can be accomplish by navigating to Setup > Account Setup > General > Operators, select the Salesforce tab and then choose the desired Salesforce connector to associate to the operator.
  3. Make sure you have the latest version of the BoldChat client application installed. You can download it for free from here: http://www.boldchat.com/live_chat_software/downloads.jsp
  4. Launch your BoldChat client application, and log in.
    1. Access the Salesforce Integration Module configuration by navigating to Setup > Account Setup > General > Salesforce Connectors.
    2. Click "New" to create a new integration connector profile.
    3. Give the profile a "Name", such as "Salesforce Connection" (this is just for labeling purposes, so any name will work).
    4. Select the "Active" checkbox.
    5. Select "Salesforce" from the "Connector Type" drop-down.
    6. Enter your Salesforce "Username" and "Password".
    7. Temporarily, uncheck both of the "Lookup" options then select the "Never create a Case" option. (We will come back to these options later)
    8. Click the "Test" button, it should fail, but will provide you a dialog and message providing you with the IP addresses that you will need to setup in your Salesforce account ... write these IP addresses down.
    9. Click "Save", then close the "Account Setup" dialog.
  5. Now you need to setup the BoldChat IP addresses as trusted IP's in your Salesforce account. Log back into your Salesforce account (with an administrator login) and select Setup > Administrative Setup > Security Controls > Network Access. Click New and input the IP addresses that were provided in the BoldChat dialog message when you did the "Test" button above. If the IP's are consecutive, input the first one as the start of the IP address range and the 2nd one as the end of the IP address range. If the IP's are NOT consecutive, then create two ranges with just one of the IP's as both the start and end of that range. This configuration will allow the BoldChat servers to be able to access your Salesforce account via the API to put your chats into Salesforce.
  6. Go back to your BoldChat client application, click Setup > Account Setup > General > Salesforce Connectors. Select your profile, and choose Edit. Now, try the Test button again ... it should confirm that the connection works now. Your BoldChat / Salesforce integration in now configured. The trigger event in BoldChat, to send the chat information to Salesforce, is when the chat session "closes". This happens automatically, 1 minute after the chat session "ends" (i.e. turns italics and the operator and visitor can no longer send messages back-and-forth to each other).
  7. Try the Test button again.

    Result: It should confirm that the connection works now. Your BoldChat / Salesforce integration is now configured. The trigger event in BoldChat to send the chat information to Salesforce is when the chat session "closes". This happens automatically 1 minute after the chat session "ends" (that is, turns italics and the operator and visitor can no longer send messages back-and-forth to each other).

Additional Setup ? Connector Settings Reference

Below are detailed references for the various setup options available in the BoldChat/Salesforce Integration module. These options will allow you to configure integration automation, custom objects, custom fields and the BoldChat to Salesforce data field tie-ins. BoldChat tie-ins allow you to directly associate a value from interactions with visitors using BoldChat to specific fields within Salesforce. Once these associates are made, the Salesforce object presented in the BoldChat/Salesforce object dialog will have the values automatically populated for insertion into Salesforce.

When to create a Chat

Never create a Chat object
This choice will prevent a Chat Object from being created automatically, even if a Salesforce object is create from the Salesforce Button .
Always, when it closes
Choosing this selection will automatically create a Chat Object within your Salesforce account.
When flagged or it's associated with another Salesforce object
Choosing this selection creates a chat record when either an agent uses the Salesforce button to manually create a Salesforce object or when an agent flags a chat.
Only when it is associated with another Salesforce object
Choosing this option creates a chat record only when an agent uses the Salesforce button to manually create a Salesforce object.

When a Chat is created

Look-up Contact by email address
  • This option will cause the BoldChat Salesforce Module to try to find an existing "Contact" in Salesforce that matches the email address associated with the chat session. Specifically, this is the visitor's email address that can be prompted for in the pre-chat form, or can be programmatically passed into the chat through the "ve" URL parameter when the chat is launched from your web page.
  • If an existing Salesforce "Contact" is found, then the resulting "Chat" record created in Salesforce will be automatically associated with that Contact.
  • If you have the option configured to automatically create a "Case" for the chat (see setup option description below), then the resulting "Case" record will also be automatically associated with the Contact.
  • If an existing Salesforce "Contact" is NOT found, then the "Chat" record (and optionally the "Case" record) is not associated with a contact. That is, those association fields are left empty.

When to create a Case

  • Create a Case if the chat's user status is "case" - When the "Chat" record is created in Salesforce, a "Case" record will also be created if the BoldChat's chat "Status" field value was set to "case", at the time that the chat closed. Note, you can define the chat "Status" field values in BoldChat by navigating to Setup > Account Setup > Chats > Chat Statuses.
Never create a Case
Choosing this selection prevents a Case from being automatically created and associated when the "Chat" record is created in Salesforce.
Create a Case for every chat
Choosing this selection will automatically created a Case and then will be associated to the "Chat" record when it is created in Salesforce. This will happen on every closed chat.
Create a Case if the chat is flagged
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the chat was flagged in BoldChat at the time that the chat closed.
Create a Case if the chat's user category is "case"
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the chat's "Category" field value in BoldChat was set to "case", at the time that the chat closed.
Note: You can define the chat "Category" field values in BoldChat in the "Account Setup" > "Chats" group > "Chat Categories"
Create a Case if the chat's user status is "case"
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the BoldChat's chat "Status" field value was set to "case", at the time that the chat closed.
Note: You can define the chat "Status" field values in BoldChat by navigating to Setup > Account Setup > Chats > Chat Statuses.

How the Owner field is set

The Owner field is not set
The "Owner" field will not be explicitly set; however, it will default to the Salesforce user used by the API. If you opted to set up multiple connectors to take advantage of Salesforce profiles, using this option will set the owner to the Salesforce user based on the credentials used for the connector. See Using Salesforce User Profiles below for more information.
Set to User with operator's email
The "Owner" field will be set to the Salesforce user that has an "Email" field value that matches the "Email Address" field value of the BoldChat operator that handled the chat session.
Set to User with operator's name
The "Owner" field will be set to the Salesforce user that has a "Name" field value that matches the "Name" field value of the BoldChat operator that handled the chat session.
Set to User with operator's username
The "Owner" field will be set to the Salesforce user that has a "Username" field value that matches the "Username" field value of the BoldChat operator that handled the chat session.
Note: This settings applies to the "Owner" field of the "Chat" record created in Salesforce, and also the "Case" record that might optionally be created at the same time (per above configuration).

Configuring Active Objects

Use the active object configuration area to manage your list of Salesforce object types that can be manually inserted using the Salesforce button from the Chats, Emails and Calls user interfaces. The new integration module supports both default and custom Salesforce objects. The Active Objects dialog also allows you to create custom data tie-ins that provide the ability to correlate BoldChat derived data to specific Salesforce object fields. For example, if you collect data using a custom field on your pre-chat form and you would like this information automatically tied to a certain field within Salesforce, you can create a tie-in. When an agent selects an object from the Salesforce button drop down to manually insert a new record, the data associated with the tie-in will automatically populate based on the value from the pre-chat form field.

Creating a New Salesforce Object

The following steps provide an example for creating and configuring a Salesforce object, specifically a Salesforce Opportunity object.

  1. From the Active Objects menu, click New.

    Result: The Add Salesforce Object Type dialog appears.

  2. The selection drop-down will then populate any available Salesforce objects within your account, both default and custom. Select Opportunity from the drop down and click add.

    Result: The Edit Salesforce Object dialog appears.

  3. Note: This step is optional.
    By default, all fields associated with this object type will be presented to the Operator when manually inserting the object. If you prefer to restrict some fields for efficiency, select New under the excluded fields area. The Add Field dialog appears and provides you a list of the available fields for the object that you may exclude. Create an exclusion for each field you prefer not to expose.
  4. Note: This step is optional.
    Service Tie-ins allow you to associate certain data points from BoldChat directly to fields within Salesforce. For example, if you collect data using a custom field on your pre-chat form and you would like this information automatically tied to a certain field within Salesforce; you can create a tie-in and it will be populated in the Salesforce field when an operator manually creates it from the BoldChat interface.
    1. Source Field- Select the BoldChat Service you want to select data from (Chat, Calls, Email, etc.).
    2. Select the BoldChat field from the drop down field that you want the Tie-in to be based on, if it's a custom field, check the custom field box.
    3. The Advanced Lookup area provides support for Salesforce Reference type objects; such as lookup fields. If you're unsure of the values you need to enter, consult your Salesforce Administrator for assistance.
    4. Use the Target Field to select the field in the Salesforce object you wish to pass the data into. Make a selection from the drop down, and if desired, create a default value in case the data is not available in BoldChat (i.e. the visitor didn't provide the information).
    5. Select Save and the Tie-in is complete. Repeat the above steps as required.

Using Salesforce Profiles

Salesforce User Profiles

"Salesforce User Profiles" is a collection of settings and permissions that define how users can access/insert records, how they see the data, and what they can do within the application. With enhanced integration, you can correlate BoldChat users to their appropriate Salesforce user profiles. This provides the familiar and permission-controlled interaction your agents are used to; all within the BoldChat interface.

If you would like to take advantage of Salesforce Profiling capabilities, you will need to have Profiles configured in Salesforce and then configure multiple Salesforce connectors within BoldChat. Specifically, a connector should be set up for every Salesforce profile you would like to use. By using credentials of a Salesforce user that has the associated profile and access to the Salesforce API, BoldChat will use these credentials for Layout presentation, data insertion an any other restriction that may be imposed by the profile.

Operator Configuration

After creating the connectors, simply edit your operators account and choose which connector you wish them to be associated to. This can be accomplish by navigating to Setup > Account Setup > General > Operators, selecting the Salesforce tab, and then choosing the desired Salesforce connector to make the association.

Support Center Customization

The support center is fully HTML supported and you can change the templates within its HTML code.

Tip: Check out this video to see support center configuration in action.
This video is currently under construction. Thank you for your patience.
  1. Go to Touchpoints > Support Center and click the Page Templates tab.

    Result: The HTML Master page set-up is displayed, which you can then customize using placeholders (documented here).

  2. Use the special syntax in the tables below to insert the dynamic content (i.e article body) to your pages.
    Table 1. Entity Selector Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < nR:Entity type="label" id="B025" >

    Selects the specified label by ID

    label

    Entity Selector

     

    < nR:Entity type="article" id="B025" >

    Selects the specified article by ID

    article

    Entity Selector

    Table 2. Repeater Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

    labelId = -1 articles with no parent labellabelId = < %Label.ID% > current label ID, maxItems, sort(=faq), days

    < nR:Repeater type="article" sort='faq' labelId='1234' > ... < /nR:Repeater >

    Repeater's enclosed code for each article in the specified enumeration. For information on sorting articles in your Support Center, see How to change the sorting of support center articles

    article

    Repeater

    labelId, maxItems, sort(=faq), days

    < nR:Repeater type="attachment"> ... < /nR:Repeater >

    Repeater's enclosed code for each attachment for current article

    attachment

    Repeater

     

    < nR:Repeater type="phrasings"> ... < /nR:Repeater >

    Repeater's enclosed code for each phrasing for current article

    phrasing

    Repeater

    type='root'/'all'/'nestedUnder/list' maxItems='10' (OPTIONAL)

    < nR:Repeater type="label"> ... < /nR:Repeater >

    Repeats for each Label

    Label

    Repeater

      < nR:IF condition="Site.IsMultiKB" > < nR:Repeater type="language" > < a href="< %Lang.URL% >" >< %Lang.Code% >< /a > < /nR:Repeater > < /nR:IF > Repeats for each separate language KB Language KB Repeater
    Table 3. Value Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < %Site.Name% >

    Configured site name

    Site.Name

    Value

     

    < %Site.Domain% >

    Configured site domain

    Site.Domain

    Value

     

    < %Site.URL% >

    Configured site URL (includes http/s)

    Site.URL

    Value

     

    < %Site.Account% >

    Configured site Account

    Site.Account

    Value

     

    < %Site.KBID% >

    Current knowledge-base ID

    Site.KBID

    Value

     

    < %Label.Name% >

    Label name

    Label.Name

    Value

     

    < %Label.ID% >

    Label ID

    Label.ID

    Value

     

    < %Label.Link% >

    Link to dedicated label page

    Label.Link

    Value

     

    < %Label.Count% >

    Amount of elements in label

    Label.Count

    Value

     

    < %Label.PositionInPath% >

    0 based index of position in current path, -1 returned if label is not in path

    Label.PositionInPath

    Value

     

    < %Article.ID% >

     

    Article.ID

    Value

     

    < %Article.Title% >

     

    Article.Title

    Value

     

    < %Article.Body% >

     

    Article.Body

    Value

     

    < %Article.Link% >

     

    Article.Link

    Value

     

    < %Article.AttachmentCount% >

     

    Article.AttachmentCount

    Value

     

    < %Article.Attachment.URL% >

     

    Article.Attachment.URL

    Value

     

    < %Article.Attachment.Name% >

     

    Article.Attachment.Name

    Value

     

    < %Article.MetaDescription% >

    Articles Meta-Description

    Article.MetaDescription

    Value

     

    < %Article.PhrasingCount% >

     

    Article.PhrasingCount

    Value

     

    < %Article.Phrasing% >

     

    Article.Phrasing

    Value

     

    < %Repeater.Ordinal% >

    The ordinal for current repeater loop

    Repeater.Ordinal

    Value

    Use in condition "Page.Type=Home" to check page type:Home/Label/Article

    < %Page.Type% >

    Determines the current page type

    Page.Type

    Value

    checks if current Label is the current page label

    < nR:IF condition= "Article.IsPageArticle" >

     

    Article.IsPageArticle

    Value (condition only)

    check if the current Article is the current page article

    < nR:IF condition= "Label.IsPageLabel" >

     

    Label.IsPageLabel

    Value (condition only)

     

    < %Site.NanorepDomain% >

    Places Digital DX AI servers domains

    Site.NanorepDomain

    Value

     

    < %Page.Error% >

    The error that is displayed

       

How to sign in to Bold360 (Agent Platform)

You can sign in to your Bold360 work environment either directly by going to the relevant sign-in page, or from the My Accounts page at https://myaccount.logmeininc.com.

Sign in from the Bold360 product page

You can access your work environments directly from any of the Bold360 product sign-in pages.

A Bold360 user can sign in to one work environment only at a time.

  1. Go to the sign-in page of the work environment that you want to use:

  2. Sign in with your email address and password.
  3. Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
    • If you have a single account, your Bold360 work environment is displayed.
    • If you have access to multiple accounts, you are redirected to the My Accounts page.

    Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.

  4. If you have access to multiple Bold360 work environments, select the one you want to work with on the Bold360 environment page.

  1. Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
    • If you have a single account, your Bold360 work environment is displayed.
    • If you have access to multiple accounts, you are redirected to the My Accounts page.

    Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.

Sign in using SSO

LogMeIn offers Enterprise Sign-In, which is a SAML-based single sign-on (SSO) option that allows users to log in to their LogMeIn product(s) using their company-issued username and password, which is the same credentials they use when accessing other systems and tools within the organization (e.g., corporate email, work-issued computers, etc.). This provides a simplified login experience for users while allowing them to securely authenticate with credentials they know.

You can set up SSO in the LogMeIn Organization Center. For more information, see Using the Organization Center and Is Enterprise Sign-In right for me?

How to install Bold360 Conversation Integration in Salesforce

How to install Bold360 Conversation Integration in Salesforce

The Bold360 Conversation Integration app acts as a mediator between Bold360 and Salesforce and is responsible for the communication between the two systems.

  1. Make sure that all customer information that identifies a Salesforce object is also configured on the Bold360 pre-chat form. You can do so in Channels > Chat Windows > Edit Chat Window > Pre-chat form.

    Result:

    Tip: The integration retrieves better results if the customer provides more information on the pre-chat form.
  2. Log into your Salesforce account and follow this link to install the package.
  3. On the Install Bold360 Conversation Integration page, check the option, select who can use the app, and click Install.
    Note: At the moment the Bold360 Conversation Integration app is not a part of Salesforce's AppExchange Partner Program.
  4. On the Approve Third-Party Access page, select Yes, grant access to these third-party web sites and click Continue.
  5. Click Done.
    Note: The installation may take a while. You will receive an e-mail once it's done.

The Bold360 Conversation Integration app appears on the Installed Packages page of Salesforce.

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 validate Chats, Visits and Conversions (Data Validation)

Enterprise subscribers can set Digital DX to validate all chats, visits, and conversions. Use this feature to ensure that incoming chats originate from the Website associated with the chat button and that chat and visit parameters provided by the visitor cannot be viewed or modified by any third party. When visitor monitoring and/or conversion tracking is enabled, this feature also ensures that the visit/conversion data originates from the website with the monitoring/conversion HTML code.

Setup

Data validation is set for a Website definition.

Fastpath: From the main menu of the Digital DX Desktop Client, go to Setup > Account Setup > General > Websites > New/Edit > Data validation tab > Enable data validation

When enabled and required, all chat, visit, or conversion data must be validated as originating from your server before reaching an operator.

By selecting the All HTML must be associated with a Website definition option in General Account > Settings > Extra Security, and ensuring that all Website definitions require validation, every chat assigned to an agent of the account is guaranteed to be validated.

Note: An Enterprise subscription is required.

Data Validation Methods:

  • PGP: The data passed to Digital DX can be PGP encrypted using our public key and signed with your private key to completely hide the parameters passed into chat
  • SHA-512: The visitor can be disallowed from tampering with the data passed to Digital DX by generating a hash of the data using a private hashing key

Both methods rely on a new parameter in the HTML: SecureParameters. This replaces custom variable parameters such as VisitRef and VisitInfo. Any visit, chat or conversion related data when validation is enabled that are not passed into the SecureParameters variable will be ignored by the server. Additionally, if security fails, the chat, visit or conversion will fail as well.

Important: You must define the SecureParameters variable for both the chat and visit types to have proper encryption.

For browsers with JavaScript disabled, Digital DX loads an image inside the noscript tag to register the visit/conversion. In this case, use the parameter secured to pass the secured parameters.

PGP Encryption

Passed parameters should be URL-form encoded into a single string (for example, VisitName=Robert%20Smith&VisitEmail=r.smith%40gmail.com). This is what you will PGP encrypt, sign and pass as the SecureParameters variable. The final string passed in as the SecureParameters variable will look like this:

"-----BEGIN PGP MESSAGE-----\nVersion: BCPG v1.50\n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\n5jUabllMN5PxGkXWBAhWG1hUVkYH8SMucQ==\n=/htM\n-----END PGP MESSAGE-----"

You can provide your public signing key on the New/Edit Website window. Digital DX uses it to generate a new server key in the back-end for encrypting the data and providing you a public key for encrypting the data. The server-side generated keys are 2048-bit, and we recommend you use the same key size for your signing key.

Data validation relies on asymmetrical cryptography: parameters are encrypted using your private key and the public key of the server. Digital DX decrypts parameters using its private server key and your public key.

For your first test, you can encrypt your data and pass it into the website setup data verification area. The server will decrypt it, verify the signature, and return the plain-text data or any error messages encountered.

SHA-512 Hashing

The most secure method of validating chats is the full PGP encryption. However, for ease of implementation, we also support the SHA-512 hashing algorithm.

The parameters you want to pass should be URL-form encoded into a single string (for example, VisitName=Robert%20Smith&VisitEmail=r.smith%40gmail.com). The private hashing key will be concatenated in front of this value, and then hashed using the SHA-512 algorithm. The hashed value should then be hex-encoded and appended to the front of the SecureParameters variable. The final string passed in as the SecureParameters variable will look like this:

"1939D964B68EBFA61DE8C0B45D0C3C4836169C87DAB362116474A3B67B113B65F0172D3FA3191EC3525DA3E50B11A09B00B0A2869A1585EF148420347DE17A9EVisitName=Robert%20Smith&VisitEmail=r.smith%40gmail.com"

On the New/Edit Website window, you can create and delete the private hashing keys used to validate the visitor data.

For your first test, you can hash the key and data to append the data to the hash and pass it to the data verification area of the New/Edit Website window . The server will parse out and verify the hash, returning plain-text data or any error messages.

Parameters

Once validation is enabled, you can use both original parameter names ("vr", "vn", etc.) and human-readable versions:

Friendly Name Original Meaning
URL url The current page of the visitor (also the chat launch url when a chat is launched)
ReferrerURL referrer The referring page of the visitor
VisitName vn The name of the visitor
VisitRef vr A reference value for the visitor
VisitInfo vi An information value for the visitor
VisitEmail ve The email address of the visitor
VisitPhone vp The phone number of the visitor
CustomURL curl The custom URL for the chat
VisitorIcon vicon The chat icon for the visitor
OperatorIcon oicon The default chat icon for the operator
LastName ln The last name of the visitor
FirstName vn The first name of the visitor (synonymous with VisitName)
InitialQuestion iq The initial question for the visitor in chat
ConversionRef cr The conversion reference value for the conversion (must be unique per conversion code)
ConversionInfo ci An information value for the conversion
ConversionAmount ca The amount of the conversion (should be a number simply as 1000.15 for one thousand and fifteen one hundredths)
LanguageCode lc The language code for the chat
customField_[name]   Value of the custom field with the given name

Additional fields that require validation:

Friendly Name Original Meaning
ChatButtonID cbdid The ID of the chat button used to launch the request (which will additionally set the department and chat window if not overridden with another parameter)
FloatingChatButtonID cbdid The ID of the floating chat button used to launch the request (synonymous with ChatButtonDefID)
ChatWindowID cwdid The ID of the chat window to show to the visitor in chat
DepartmentID rdid The ID of the department to which the chat should be assigned
OperatorID roid The ID of the operator to whom the chat should be assigned
ConversionCodeID ccid The ID of the conversion code
InvitationID idid The ID of the associated Auto-Invite Ruleset

Finally, there are several validation-related fields for enhancing chat functionality once the chat is validated:

Friendly Name Original Meaning
Type type The type of the request to enforce. Chat, visit, or conversion. Recommended on all requests.
Expiration expires The time when the request should no longer be considered valid. Recommended on all requests. Counted in milliseconds from midnight 1970-01-01 UTC.
Note: The expiration should allow for a realistic duration of a session, and not too short.
ChatKey ck A unique identifier for this chat request. Repeated chat launches with this key will fail. Recommended on all chat-type requests.
Note: Assign this parameter to a session ID or similar to allow for launching more than a single validated chat during a session.
VisitorKey vk A unique identifier for this visitor. If an operator blocks the chat, it blocks any chat/visitor with this VisitorKey from re-launching chat.
Unsecured unsecured An & separated list of parameter names. These parameters when not present in the validated data can be pulled from the query string of the request normally and/or changed/populated without server validation. For example: VisitName&InitialQuestion&VisitPhone (note the & must be URI encoded to %26 when it is part of the secure parameter string.)

API Parameters

If you are using the chat API, the following parameters are required when the chat is created:

Friendly Name Original Meaning
APIKey APIKey The API key being used. This must match the API key passed in through the authentication header.
Data Data Pre-populated data passed into the chat. (Note: Individual fields must be listed in the 'Unsecured' parameter to not require validation.)

Troubleshooting and Error Messages

Do not modify the HTML code generated by Digital DX as it may result in receiving errors. When you click Generate HTML on the Channels > Chat Buttons > HTML page, copy the complete generated code as is into the HTML source of the website that visitors see. Improper setup can result in the following errors:

Chat Not Validated
You have not passed in the required validation. Either there is no validation, that is the encrypted message is blank, or the Type parameter is missing or incorrect. The Type parameter may be incorrect, for example, if it is set to visit before adding a floating chat button.
Error Validating Chat
You tried to validate the chat, but the hash/encryption process was unable to either decrypt or verify the information.
Validated chat launch has expired
You are passing in an Expiration timestamp that is in the past. Make sure of the following: Confirm that your server's clock is accurate; Confirm that you are passing in the time dynamically at chat launch; Confirm that you are providing a sufficient buffer so chats can't be launched after they expire.
Validated chat launch has already been used
You are passing in a ChatKey value that has already been used to launch a chat. Confirm that the chat key is unique per potential chat launch or is being dynamically generated at chat launch.

If visitor monitoring or conversion tracking is not being generated correctly, use the verification area of the New/Edit Website window to verify that the data has not expired and that type is set correctly.

HTML Code Structure

Sample generated HTML is given below. When HTML is generated with an associated Website definition that has Data validation enabled, the generated HTML includes the comment /* Requires Authentication */. This provides sample data that has not been validated. You can add or remove what is needed from the data on your server, then validate the data and replace the value (either with the hash appended in the case of SHA-512, or just the raw encrypted PGP data).

For chat launches, it is best to use the function callback method to make an asynchronous call to your server to validate the chat and return the validated data.

Learn how to enable toast notifications, sound notifications, and more so you don't miss a single interaction with the customer.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.