Frequently Asked Questions

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 - 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)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, 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 addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • 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.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

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

[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 October 9th:

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

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

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.

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.

How to set up a Microsoft Teams messaging channel

To use Microsoft Teams for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select Microsoft Teams for Provider.
  9. In the Channelid field, enter your Microsoft Office tenant ID.

    To get your tenant ID, in Microsoft Teams, right-click a team and select Get link to team. Ask your administrator if you need help.

  10. Save your channel settings.
What's next?
  • Make sure Allow sideloading of external apps and Allow external apps in Microsoft Teams are enabled and use the .zip file attached to this article to add the Bold360 app to Microsoft Teams. For more information refer to Microsoft?s documentation.
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.

How to enable the Salesforce integration in Bold360

After setting up Bold360 Conversation Integration, the connection between Salesforce and Bold360 must be enabled.

  1. In the Web Admin Center, go to Integrations > Salesforce.
  2. Select the domain that you want to use to connect to your Salesforce account:
    • If your organization registered a custom domain with Salesforce, such as yourdomain.my.salesforce.com, then select Use a custom domain and define that domain in the field below.
      Tip: If your organization enforces Single sign-on ("SSO"), see How to set up a custom Salesforce domain in a single sign-on environment.
    • Otherwise, select Connect via salesforce.com
  3. Click Set up integration.

    Result: You are redirected to Salesforce.

  4. On the Allow Access page in Salesforce click Allow.

    Result:

    Note: You cannot change the list of required permissions. You are redirected to Bold360.
  5. Optional: Select the Trigger Filters that you want to apply to block certain agents from using the Salesforce integration.

Featured

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.