Frequently Asked Questions

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 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

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.

How to print a chat transcript

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

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

Digital DX AI Ticketing System Overview

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

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

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

  • Open tickets
  • Tickets assigned to you
  • Unassigned tickets
  • All tickets

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

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

With the ticketing system, you can:

  • Assign open tickets to agents
  • Create labels and assign them to tickets to group them
  • Search your knowledge base to find an answer to the customer's issue
  • Write a new answer or leave a comment on the ticket
It is possible to set up Digital DX AI to work with 3rd party ticketing systems. For more information see What are the ticketing integration modes?.

How to integrate Salesforce chat

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

Salesforce console settings

  1. Login to your Salesforce admin console, and go to Setup > Build > Customize > Live Agent > Deployments.
  2. Click New.
  3. Fill in the name and title fields and click Save to get the deployment code.
  4. From the deployment code, note down all relevant information (Deployment Domain, Chat API Domain, Deployment Id, Organization Id).

  5. To get the Button Id, go to Chat Buttons and Automated Invitations in Salesforce Setup and extract the button ID from the Chat Button Code.

Bold360 AI settings

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

What are fallback messages?

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

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

No results

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

The fallback message for no result can be either a statement or an article. A statement is plain text that is displayed to the user.
Note: You can't select an article that contains an entity as a no result fallback message.

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

Multiple results

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

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

API Invalid response (for API-based entities only)

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

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 sign in to BoldChat?

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

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

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

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

  1. Start the BoldChat Operator client.
  2. Sign in with your email address and password.

  3. If you have access to multiple accounts, select the account that you want to work with.

    Result: The Operator Client opens.

How to create agent statuses

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

  1. Create or edit an agent status, as follows:
    1. In the Web Admin Center, click Organization > Custom Agent Status. The Custom Agent Status page is displayed.
    2. Select an existing status or click Create New.

    Result: The New/Edit Custom Agent Status page is displayed.

  2. Enable and name your custom status.
  3. Under Channels, activate the status per channel, as required.
  4. Under Effect on Agent, choose whether agents are Available or Away when in this status.
  5. When Maximum time allowed in this status is enabled, the agent's status is automatically set to the status selected from the menu after the defined amount of minutes.
  6. To prevent users from manually applying this status, clear the box for Allow agents to change into or out of this status.

    When disabled, the status can only be altered via an API call or when the time expires for Maximum time allowed in this status.

  7. Save your changes.
The new agent status becomes available for agents working the selected channels.
Note: Although you can delete custom agent statuses, you cannot remove the default ones.

What are best practices for creating custom agent stauses?

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

Is there an outage?

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

You can also subscribe to email or SMS notifications.

How to resolve account configuration errors

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

Invitation Rule Set-related issues

Configuration error message Resolution

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

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

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

Email Account-related issues

Configuration error message Resolution
Email server authentication failed. Check your credentials. (AuthenticationFailedException - AUTHENTICATE failed)

These error messages essentially refer to the same issue: Digital DX could not access your email account because of an authentication issue.

In the Admin Center, go to the Channels > Email > Email Accounts page and update your login credentials. Always test your connection to verify your login details.

Email server authentication failed. Check your credentials. (AuthenticationFailedException - Connection reset)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Could not determine server)
Email server authentication failed. Check your credentials.(AuthenticationFailedException - Logon failure: the specified account password has expired.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Login failure: unknown user name or bad password)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Read timed out)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Unable to log in)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [ALERT] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] AUTHENTICATE Invalid credentials)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Authentication failed.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Authentication failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Invalid login)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Username and password not accepted)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - authorization failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - temporary error)
Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection refused) Digital DX could not connect to the configured email server for one of the following reasons:
  • Email server is temporarily unavailable
  • Your firewall blocks connection
  • An IP filter is configured on the email server
  • Slow network connection may result in time out errors

Check your email server connection with another email client to verify that the server is available.

Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection timed out)
Could not connect to the configured email server. Check your email server settings. (NoRouteToHostException - No route to host (Host unreachable))
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Read timed out)
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Connection timed out)
The configured email server URL cannot be resolved. Check your email server settings. (UnknownHostException - host.url.to.mail.server)

The configured email server URL cannot be resolved. In this case,

  • Check your configuration for mistyped URL and test the connection.
  • There may be DNS configuration issues.
  • The email server URL may have changed. Check your provider's website for information.

Websites-related issues

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

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

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

Floating chat button-related issues

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

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

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

API setting-related issues

Configuration error message Resolution
Your API authentication token has expired. Check the refresh rate of your API client. API tokens are valid for five minutes only. (AuthSecurityException - Expired authorization)

The AuthToken provided to execute API calls is expired.

Check your client that you use to call the API to see how it refreshes the token. Tokens are valid for five minutes only.

Your API Access Key is not enabled or does not exist. Check your API Access Key settings. (AuthSecurityException - No integration settings)

API settings defined by AuthToken does not exists or not enabled. Check API settings for Enabled status first.

API authentication token could not be validated or the signed parameter is invalid. See our Support Center for more information. (AuthSecurityException - Invalid auth or signature)

Note: support center link should be the same as the one at the top of the "Failures" page.

When the API authentication token cannot be validated, you must create a valid token as described in the Developer Guide

When you use Signed Authorization, make sure that you follow all security considerations.

The "Integration API Server Calls" feature is disabled for your account. Contact your Success Manager to enable it for you. (AuthSecurityException - Feature not enabled)

The "Integration API Server Calls" feature is not enabled for your account. Contact your Success Manager to enable it for you.

The specified Account IDs in the API authentication token and in the request URL do not match. Please generate a proper authentication token. (AuthSecurityException - AccountID does not match)

The AccountID defined in the authorization token does not match the AccountID in request URL.

Generate a proper authorization token.

Integration API trigger-related issues

Configuration error message Resolution
Your integration URL was terminated by the remote server. Check you server's log for details. (ClientAbortException - Connection reset by peer)

Connection to your integration URL was terminated by the remote server. Please check you server's log for details.

You should update your server certificate as it most probably expired. (SSLHandshakeException - General SSLEngine problem)

Most probably your server certificate expired. Please update your server certificate.

To validate your certificate, call an API endpoint from a web browser, such as Google Chrome.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: protocol_version)

An API call to your integration URL failed because the Client and server TLS versions do not match, or are incompatible. Please check your server's TLS support and your server logs for details.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: unexpected_message)
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: handshake_failure)
Connection refused by remote server. Check the URL and port values in the configuration and the firewall settings on the remote server. (ConnectException - Connection refused)

Check the URL and port values in the configuration and the firewall settings on the remote server.

Server path is configured incorrectly. Check the URL and port values in the configuration and the firewall settings on the remote server. (NoRouteToHostException - No route to host)

Server path is configured incorrectly.

Check the URL and port values in the configuration and the firewall settings on the remote server.

Cannot connect to the specified URL and port. Check the URL and port values in the configuration and the firewall settings on the remote server. (SocketException - Network is unreachable)

Cannot connect to the specified URL and port.

Check the URL and port values in the configuration and the firewall settings on the remote server.

The amount of outgoing data exceeds 256 kilobytes. Please review the trigger configuration for your content. (Exception - Buffer size exceeded)

The amount of outgoing data exceeds 256 kilobytes.

Please review the trigger configuration for your content.

Facebook Messenger Account-related issues

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

Your recent Facebook password reset invalidated API access tokens.

You must renew connection to your Facebook account:

  1. In the Admin Center, go to Channels > Messaging > Facebook Messenger.
  2. Select your Facebook account.
  3. On the Account Settings tab, select Renew connection to your Facebook account.
  4. Save your changes
Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The user has not authorized application X.)

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

You must renew connection to your Facebook account:

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

Set up auto-translation

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

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

How does auto-translation work?

Auto-translation takes the following parameters into account:

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

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

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

  1. In the Web Admin Center, go to Integrations > Auto-Translation.

    Result: The Auto-Translation page is displayed.

  2. Select Enable auto-translation.
  3. Configure your GeoFluent subscription and defaults.
    Option Description
    GeoFluent Host The host name provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Key The account key provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Secret The account secret provided by Lionbridge for your GeoFluent subscription.
    Default Language The language agents speak by default. Custom agent language settings override this value.
    Supported Language Pairs The language pairs available for your GeoFluent subscription. To add or remove language pairs, contact Lionbridge about adjusting your GeoFluent subscription.
  4. Click Validate credentials and refresh language pairs to check your GeoFluent settings and synchronize language pairs available for your subscription.
    Remember: You must do this every time your GeoFluent subscription changes (such as adding a new language pair to your subscription).
  5. Save your changes.
  6. Now you must enable auto-translation per chat window: Go to Channels > Chat > Chat Windows > [select or create a chat window] > Message Content > Enable auto-translation.

    To also allow customers to see the original message in the chat window, select Allow customers to see original message.

  7. Make sure your supported languages are defined in the Chat Window.
    1. On the Customization tab, select the proper Primary language for your agents and the supported languages that GeoFluent translates.
    2. Save your changes.
      Note: If you have a Digital DX AO-enabled chat window, you must first temporarily set the window type to Standard chat window on the General tab to see the customization options. After making changes to the configuration, you must set the window type back to Bold360 ai chat window.

Notes:

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

Auto-translation in Digital DX AI-enabled chat windows

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

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

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 auto-translation during chats

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

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

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

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

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


Are visitors aware that messages are being auto-translated?

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

What language should I use?

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

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

How can I change the visitor language?

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

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

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

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

How can I switch auto-translation on or off?

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

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

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

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

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

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

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

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

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

What happens if a language pair is unavailable?

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

How to monitor the emails of your organization

You can view emails that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue
Emails in queue waiting to be assigned to an agent.
Assigned to Agent
Emails which have already been assigned to an agent.
Closed
Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted
The date and time when the first agent accepted the email thread.
Agent
The name of the agent who the email thread is currently assigned to.
Answered
Time and date when the email was first answered.
Answered by
The name of the agent who first answered the email.
Applied rule name
The name of the routing rule that distributes emails based on settings such as Department.
Closed
The time and date when the email thread was closed.
Closed by
The name of the agent who closed the email thread.
Created
Time and date when the customer sent the first email in the thread.
Department
The department the email thread is currently assigned to.
Destination email address
The email address where the customer originally sent the email.
Email account
The email account of the agent as defined in the Admin Center.
Email count
The combined number of emails that the customer and the agent have sent in the thread.
Email thread ID
The identifier of the email thread.
Email thread type
The email protocol used to receive emails.
First incoming arrived
Time and date when the first email in the thread arrived at Digital DX.
Folder
The email folder in Digital DX where the email is saved.
Last assigned answered
The time and date when the last assigned agent answered the email.
Last assigned by
Either Automatic Distribution or the Digital DX user who last assigned the email to an agent.
Last email type
The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived
Time and date when the last email in the thread arrived at Digital DX.
Opened
The time and date when the agent opened the first email in the thread.
Queue Time
The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to agents.
Subject
The subject of the customer's email.
Total reassign
The number of times the email thread was assigned to an agent.
Updated
The time and date when the email thread was last changed.
User email address
The email address of the customer.
User email name
The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email
Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads
You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads
You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails
You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails
You can transfer emails between agents in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat.
Sort emails by column
Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see email threads marked in red.

    Note: You can define conditions only for columns that display time.
  4. Click OK to save your changes.

    Result:

Validating Chats, Visits and Conversions (Data Validation)

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 customer cannot be viewed or modified by any third party. When customer 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 Digital DX Website. Even if you have a single webpage only where you want to display a chat window, you must create a Digital DX website.

Fastpath: In the Web Admin Center, go to Organization > Websites > Data Validation

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

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
  • HMAC-SHA512: The customer 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, VisitInfo, etc. 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.

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.

Note: When using a Digital DX AI-enabled chat widget, you can set the domain manually as follows:
_bcvma.push(["setDomain", "s3.amazonaws.com"]);

PGP Encryption

Passed parameters should be URL-form encoded into a single string (for example, VisitName=Robert%20Smith&VisitEmail=r.smith%40gmail.com&ChatWindowID=123456). 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-----"
Important: When using a Digital DX AI-enabled chat window, the ChatKey is pre-populated by the system. In this case, an Unsecured=ChatKey parameter must be used.

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.

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.

HMAC-SHA512 Hashing

The most secure method of validating chats is the full PGP encryption. However, for ease of implementation, we also support the HMAC-SHA512 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&ChatWindowID=123456&Unsecured=ChatKey). The private hashing key will be concatenated in front of this value, and then hashed using the HMAC-SHA512 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&ChatWindowID=123456&Unsecured=ChatKey"
Important: When using a Digital DX AI-enabled chat window, the ChatKey is pre-populated by the system. In this case, an Unsecured=ChatKey parameter must be used.

On the New/Edit Website window, you can create and delete the private hashing keys used to validate the customer 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 customer (also the chat launch url when a chat is launched)
ReferrerURL referrer The referring page of the customer
VisitName vn The name of the customer
VisitRef vr A reference value for the customer
VisitInfo vi An information value for the customer
VisitEmail ve The email address of the customer
VisitPhone vp The phone number of the customer
CustomURL curl The custom URL for the chat
VisitorIcon vicon The chat icon for the customer
OperatorIcon oicon The default chat icon for the agent
LastName ln The last name of the customer
FirstName vn The first name of the customer (synonymous with VisitName)
InitialQuestion iq The initial question for the customer 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)
Important: To show the proper chat window, you must either define the ChatWindowID (or ChatButtonID) parameter as a secure parameter, or the cwdid (or cbdid) parameter as an unsecured one. Otherwise, your chat will be displayed in a default chat window. The default window does not support bot chats.
FloatingChatButtonID cbdid The ID of the floating chat button used to launch the request (synonymous with ChatButtonID)
ChatWindowID cwdid The ID of the chat window to show to the customer in chat
Important: To show the proper chat window, you must either define the ChatWindowID (or ChatButtonID) parameter as a secure parameter, or the cwdid (or cbdid) parameter as an unsecured one. Otherwise, your chat will be displayed in a default chat window. The default window does not support bot chats.
DepartmentID rdid The ID of the department to which the chat should be assigned
OperatorID roid The ID of the agent 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.
When using a
Digital DX AI-enabled chat window, the ChatKey value is pre-populated by the system. This parameter must be listed as a value in the Unsecured parameter.
VisitorKey vk A unique identifier for this customer. If an agent blocks the chat, it blocks any chat/customer 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.)
Important: When using a Digital DX AI-enabled chat window, the ChatKey is pre-populated by the system. In this case, an Unsecured=ChatKey parameter must be used.

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.)

Error Messages

Improper setup can result in the following errors:

Chat Not Validated
You have not passed in the required validation. Either there is no validation or the Type parameter has been set incorrectly (for example, you use the type visit to launch a chat).
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 customer 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.

How do I define conversational flows?

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the Conversation tab in Digital DX AI.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor in the Article Editor.
  3. Select Add Flow.
  4. Add the main answer in the Content field that appears.
    Tip: If you want to display the content in multiple bubbles, enter the <page_separator/> tag in the text where you want to separate the content.
  5. Optional: Add rotating content.

    You can add variations for the content to create a more human-like user experience.

  6. Select +Child to create the options.
    Note: It is recommended to use between 5-7 quick buttons to avoid scrolling on the page.
  7. In the Title field that appears, enter the text you want to display on the button.

    The text on the button can be up to 20 characters long.

    Tip: Use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.
  8. Select the type of button you want to use.

    You can either use quick buttons or persistent buttons. Quick buttons appear under the content as separate buttons and once the user selects an option, the rest of the options disappear. Persistent buttons appear as a list under the content and all of them remain visible to the user after they select one. Use the quick button if only one of the options is relevant to the user. Use the persistent buttons if multiple options could be relevant to the user.

  9. Add the content that is to be presented upon clicking the button.

    You have the following options:

    • Content: Enter the content that is to be presented to the user when they click on the button.
    • Variation ID: You can specify the article variation that is to be presented to the user.
    • Article: Use this option to direct the user to an answer in the knowledge base. You can search for articles by title.
    • Statement: Use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: You can create a link to a webpage with this option.
    • Phone Number: You can use this option to add a phone number and call the number defined when clicked.
      Note: Using this option affects the channeling score for phone on the Dashboard. For more information about the channeling score see What do I see on the Dashboard?.
    • External: Use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  10. Optional: Besides plain text, you can also insert HTML elements in the conversation tree to enhance the conversation's look and feel, as well as its functionality. For example, you can enter a link in the conversational statement by adding an HTML tag in the Article Editor's text field.

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).  

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. 

Create a Floating Chat Button

Chat buttons are entry points that visitors use to engage with you. They can be customized to meet the needs of each area of your site.

Now you?ll create your first chat button and generate a very important snippet of HTML code. You?ll use the HTML code on your site to deploy chat; don?t worry if you aren?t ready for that step yet ? you can also preview test chats from within the Bold360 Admin Center.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Floating).
  2. Click My Chat Button to edit.
  3. From the Chat Window drop-down, select My Chat Window that you have previously set up.

  4. If you have one department, select it under Department. This will route any chats that come in through this button to agents within that department.
    Note: If you have multiple departments, you can find more information on your routing options in Route chats to your agents.
  5. We recommend using your own custom image for the button itself. To do so, select Custom for Image Source. This custom image should be hosted on a URL, so that you can point to the button in Available Chat URL.
  6. We also recommend using another custom image for an unavailable button. To move forward with this recommended approach, select Show Unavailable button under When Unavailable. This custom image should also be hosted on a URL, so that you can point to the Unavailable button within Unavailable Chat URL.
  7. Once you have completed all the steps outlined, you are ready to generate the HTML to place on your website. To do so, on the left side of the page, go to the HTML tab.
    1. Under Website, select My Website.
    2. Under Auto-Invite Ruleset, select My Invite Ruleset .
    3. Click Generate HTML.

      You may be prompted to save your changes.

    4. Once HTML is generated, click Copy to clipboard.
    5. Paste this code into your favorite text editor such as Notepad. We do not recommend pasting code into Microsoft Word as it can break the code with styling or line breaks. Our best practice recommendation is to deploy this code to a staging site first. From there, review the widget and make any changes you want. Upon doing so, regenerate the code and then send it to your web developer to be added to all pages on your live website! Note that any test data will appear in reporting.
      Note: If you don?t have a custom button image, you can use our default image by keeping Image Source set to Predefined options.

Need more info? There?s a section about chat buttons in our Support Center.

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).