Frequently Asked Questions

How to use the BoldChat Web Client

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

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

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

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

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

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

What is Bold360 AI?

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

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

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

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

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

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

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

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

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

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

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

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

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

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

Allowlists and the Digital DX AI platform

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

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

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

IP addresses for the sign in service

 

Add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

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

  • support@bold360.com

Third-party IP Ranges

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

Email Domains

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

  • support@bold360.com

Allowlists

Ireland

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

Frankfurt

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

US East (N. Virginia)

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

US West (Oregon)

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

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

Ireland

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

Frankfurt

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

US East (N. Virginia)

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

US West (Oregon)

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

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.

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

Step 1: Set up an Outlook email account

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

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

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

 Mailbox SMTP configuration

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

Shared mailbox configuration

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

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

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

Add a user to a shared mailbox

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


Step 2: Register an app

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

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

Note: if you are troubleshooting an existing configuration, make sure that the platform is set to Web in the Authentication tab, where you also have to set the Redirect URL.
 
If the platform is not set to Web, remove the platform, and add a new "Web" platform. Checkboxes are not necessary.


Step 3: Get the secret key

A secret key is necessary for the authentication process.

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


Step 4: Set the API permissions

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

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

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


Step 5: Genesys DX email account configuration

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

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

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

How to 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).

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 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.

Customize a pop-up chat window

Pop-up chat windows open in a new browser window.

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

You can customize the following interface elements:

  • Window texts, messages, and labels
  • Colors
  • Logo and images
  • Layout and custom scripting

You can use key chaining to reuse values for related elements.

Layout overview

A pop-up window has the following variables of individual elements:

  1. Logo URL
  2. Text Color
  3. Content Background Color (R,B,G)
  4. Header Background Color
  5. Chat message field
  6. Send Button
  7. End Button

Overview of customization setting groups

The following table describes the key areas that you can customize for pop-up chat windows in Bold360:

Main group - Key group Description
Pop-up - Basic > AutoAnswers Defines Auto Answers messages for your customer self-service. For more information, see Auto Answers: Customer self-service.
Pop-up - Basic > Colors Defines the color scheme of your pop-up chat window. For more information, see Colors (Pop-up - Basic > Colors).
Pop-up - Basic > Logo Defines the logo and favicon displayed in the pop-up window.
Pop-up - Basic > Other Defines the default customer name and the title of the chat window.

The default customer name is displayed when a pre-chat form is not available or the customer does not provide a name.

Pop-up - Basic > Sizing Defines the default size of the chat window.
Pop-up - Chat page > Buttons Defines the button caption for ending the chat session.
Pop-up - Chat page > Chat History Defines the layout of agent-, customer-, and system messages in the chat panel.
Pop-up - Chat page > Header/Footer Defines CSS styles for the different parts of the chat window.
Pop-up - Chat page > Sizing Overrides the default size of the chat window that you can set in the Pop-up - Basic > Sizing key group.
Pop-up - Details > ACD Defines messages that the Automatic Distribution system displays to customers while they are waiting for an agent in queue.
Pop-up - Details > ActiveAssist Defines messages for the customer before and during co-browse sessions.
Pop-up - Details > Buttons Defines button captions of the chat window.
Pop-up - Details > Chat Transcript Defines labels of the chat transcript dialog.
Pop-up - Details > Chat Window Defines system messages in the chat window.
Pop-up - Details > Header/Footer Overrides default CSS styles for the different parts of the chat window that you can set in the Pop-up - Chat page > Header/Footer key group.
Pop-up - Details > Miscellaneous Various labels and messages related to unavailable agents, auto-translated messages, chat validation, and basic action buttons, such as Yes, No, OK, and Cancel.
Pop-up - Details > Post Chat Survey Defines button captions and labels on the post-chat form.
Pop-up - Details > Pre Chat Survey Defines button captions and labels on the pre-chat form.
Pop-up - Details > Remote Control Defines button captions, labels and messages when the customer is in a remote control session.
Pop-up - Details > Sizing Defines the default size of the chat window. These values are taken from the Pop-up - Basic > Sizing key group by default.
Pop-up - Details > Unavailable Email Defines system messages and labels for the email that customers can send when chat is not available.
Pop-up - Post chat > Buttons Defines the button caption for sending the post-chat form.
Pop-up - Post chat > Header/Footer Defines CSS styles for the different parts of the post-chat window.
Pop-up - Post chat > Sizing Defines the size of the post-chat window.
Pop-up - Pre-chat > Buttons Defines the button caption for sending the post-chat form.
Pop-up - Pre-chat > Header/Footer Defines CSS styles for the different parts of the pre-chat window.
Pop-up - Pre-chat > Sizing Defines the size of the pre-chat window.
Pop-up - Unavailable email > Buttons Defines the caption of the Close button when chat is not available and the sending e-mail is enabled for the customer.
Pop-up - Unavailable email > Header/Footer Defines CSS styles for the different parts of the window where the customer can send an email when agents are unavailable.
Pop-up - Unavailable email > Sizing Defines the size of the window where the customer can send an email when agents are unavailable.

Window texts, messages and labels

Window texts, messages and labels can be customized per language. See also Provide a chat window in multiple languages.

Colors (Pop-up - Basic > Colors)

Tip: As a general rule, variable names reflect the name of the corresponding key. For example, you can refer to the Header Font Color key with the header_font_color variable.
Key Variable Description
Content Background Color (R,G,B) (Pop-up ? Basic) content_background_color

Default: #F0F0F0

The background color of the upper panel, where the chat messages are displayed.
Header Background Color (Pop-up ? Basic) header_background_color

Default: url('https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.png')

The background color of the window header.
Text Color (Pop-up ? Basic) text_color

Default: #000000

The font color of messages.
Text Font (Pop-up ? Basic) text_font

Default: verdana, arial, helvetica, sans-serif

The font family of messages.
Text Size (Pop-up ? Basic) text_size

Default: 12px

The font size of messages.

Chat message fieldSend ButtonEnd Button

Logo and images (Pop-up ? Basic > Logo)

Note: The default aspect ratio of the logo image is 1:1 (square). This setting can be overridden in the style sheet.
Key Default value Description
Logo - Favicon URL https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.pnghat.com/favicon.ico The URL of the favicon that is displayed on your browser's tab.
Logo Link URL http://www.boldchat.com The web address where the customer navigates by clicking the logo.
Logo URL https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.pnghat.com/ext/images/BoldChat_logo.png The URL of your logo.

Button captions of the chat window, pre-chat, and post-chat forms

You can show custom buttons to customers to close the chat window, start chat from the pre-chat from, or close the post-chat form.

  1. Depending on which button's caption you want to customize, do the following:
    • To change the button caption for ending the chat session, go to Pop-up - Chat page > Buttons > Submit Button
    • To change the button caption for starting the chat from the pre-chat form, go to Pop-up - Pre-chat > Buttons > Submit Button
    • To change the button caption for closing the post-chat form, go to Pop-up - Post chat > Buttons > Submit Button
  2. Change the caption of the button in the editor at the bottom of the page.
  3. Save your changes.

Chat window size

The default size of a pop-up chat window is 480px (height) x 640px (width). To resize the chat window, go to Pop-up - Basic > Window and set the new Window Height and Window Width.

Layout and custom scripting (Pop-up ? Chat page)

Includes allow you to inject custom JavaScript code, redesign the layout and fine-tune CSS settings in one place.

To customize your CSS code, you can inspect chat window elements to determine their scope using Chrome, Firefox, or a professional development tool.

Group Key Type Description
ActiveAssist (Pop-up ? Details) Co-browse Stylesheet CSS Defines the window's appearance during co-browse sessions.
Header/Footer (Pop-up ? Chat page) Footer Include CSS Defines the appearance of the footer bar.
Header/Footer (Pop-up ? Chat page) Head Include CSS Defines global styles.
Header/Footer (Pop-up ? Chat page) Header Include CSS Defines the appearance of the header bar.
Header/Footer (Pop-up ? Chat page) Navigation Include HTML Defines the structure of the navigation bar.
Header/Footer (Pop-up ? Chat page) Side Bar Left Include HTML Defines the appearance of the bar on the left side of the chat panel, which is not visible by default.
Header/Footer (Pop-up ? Chat page) Side Bar Right Include HTML Defines the appearance of the bar on the right side of the chat panel, which is not visible by default.

Troubleshooting BoldChat

A checklist of the most common communication issues when logging in to BoldChat.

Connection issues due to proxy settings

You may encounter connection issues if your proxy is not configured properly. Since BoldChat uses the proxy settings of Internet Explorer, try resetting your browser to use default settings:

  • In Windows 10, go to Windows Settings > Apps. On the Apps & features tab, search for Microsoft Edge. Select it and click Advanced options, then click Reset.
  • In Windows 8.1 or prior, open Internet Explorer and go to Settings (gear icon) > Internet options. On the Reset Internet Explorer settings pane on the Advanced tab, click Reset.

Server Connection

WebSocket connections for Web Client and Chat Windows have been introduced with version 7.80. If the WebSocket connection fails, connection automatically falls back to normal streaming methods.

Automatically log out, disable, or delete agents

Login control settings allow you to manage agents who are away or inactive.

  1. In the Web Admin Center, go to General > Login Controls.
  2. Under Agent Control, choose your settings:
    Option Description
    Idle agents Any inactive agent is logged out from the Agent Workspace after the defined number of minutes. Agents are active in the Agent Workspace when they press a key, or move or click the mouse.
    Note: Idle agents are not logged out during Remote Control.
    Inactive agents Any agent who does not log in to their account for the defined number of days is prevented from logging in to Digital DX.
    Disabled agents Any agent who has been disabled (according to the Inactive agents setting) is deleted after the defined number of days.
  3. Save your changes.
Changes are applied to your entire account.

What cookies and local storage entities are used by Digital DX AI widgets?

The following table lists all customer-side cookies used in widgets to provide reporting and analytics capabilities. Customers stay anonymous and their unique visitor IDs are only used to group customer queries in reports.

Cookie name Example value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b Identifies the visitor in Business Insights, used also when navigating across subdomains and by the customer information hub.
u v2,EU1,38DA82AC634C0F31 The cookie is used by visitors' engagement tracking in Bold360Ai's reporting system and leveraged by internal analytics tools. If the 'u' cookie is blocked, then the Engagement and Interaction data in legacy AI reporting is distorted.
35EBBB48 cv_4#t_ED43D8F69#v_1#lv_ ED43D8F57#e_00000000 Legacy visitor journey tracking cookie. There is one cookie per visitor journey.

Digital DX AI also uses customer-side localStorage entities in Conversational widgets to provide widget state persistence. You can change it to sessionStorage with the public widget API, but the content of the storage remains the same:

Storage key Storage value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b To provide better persistence and reporting, the unique visitor token is also currently stored in the localStorage of the customer's website.
nanorep.float.conversational. product_demo.kb904641352 {"convId":"7835951554271442645", "convLog":[...]} Stores widget state, including current conversation ID, chat history, active live-chat channel information and so on.


List of cookies used by Digital DX

Genesys DX/Bold360 cookies track the actions associated with a website customer's activity on this website to allow the website owner to provide accurate, helpful and feature-rich web chat features.

This data is handled as follows:

  • Suppressible by the customer who limits browser cookies
  • Used to identify behavior of a user on the website for purposes of Digital DX chat features (e.g. aggregated performance/analytics reporting, chat, visit, conversion history individual reporting)
  • Only useful during the visit or upon a subsequent visit
  • Not available between customers
  • Protected by the Digital DX secure infrastructure

The first five (5) are targeting types for uniquely identifying the website user within the Digital DX service and are used for things like targeted chat invitation, allowing a chat agent to better assist the website customer during a chat session, and for aggregate reporting. The latter four (4) are strictly necessary and only used for chat-related functionality.

Personalization

This cookie is used for providing the proper content based on context settings (query parameter).

Cookie nrContext2
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Bold360Ai is providing context-based, tailored content to customers in order to find the most relevant answers to their problem. The 'nrContext2' cookie is stored for collecting the right context from the user's machine.  
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Harmony

These cookies are used for seamless integration of AI interactions (search, botchat) and live agent chats.

Cookie _bc-chat-ended
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcContinueChat
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Essential
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vrid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Essential
Expiration Persistent
Purpose Stores a unique, anonymous identifier (VisitorID) to allow Digital DX  to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie bc_pv_end
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session / 30 seconds
Purpose Improves accuracy of pageview tracking when a website user (customer) moves between pages.
Creation When the website user changes pages.
Cookie bc-visit-id
Host bold360.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Same as _bcvm_vid_{visitorParam}. Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie bc-visitor-id
Host bold360.com
Type 3rd Party
Category Essential
Expiration Persistent
Purpose Same as _bcvm_vrid_{visitorParam}. Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-curl
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Identifies the state of the layered chat window when the website user changes pages on the website so the chat window can be maintained.
Creation When the layered chat window is opened.
Cookie _url-cid
Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the cached URL of the open chat window for the website user.
Creation When the layered chat window is opened.
Cookie _bc_aa*

(_bc_aas, _bc_aaq, _bc_aasi-XXX-XXX-viewed, _bc_aasc)

Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the current state of auto-answers being shown to the customer within the chat window.
Creation When auto-answers is shown and used within the chat window, and only if Local Storage is not supported by the browser.
Cookie _reboot-cid
Host livechat.boldchat.com
Type 3rd Party
Category Essential
Expiration End of session
Purpose Used to track the chat URL to be reloaded after a Rescue-initiated reboot (in order to reconstitute the chat session).
Creation When a Rescue-initiated reboot is triggered.
Cookie _bcck
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Used for chat validation, chat start.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores the escalation state.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation-time
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Keeps chat in sync when refreshed or new tabs are opened.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-prechat-submitted_{chat_id}
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 24 hours
Purpose Keeps prechat form in sync when refreshed or new tabs are opened. Only placed when prechat feature is used.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie csrf-token
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores security token for safe form submission.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

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

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?.

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.

The following table details a feature comparison between Bold360 legacy SDK and Genesys cloud mobile SDK.

As we progress towards Bold360 EOL, we invite you to check out the Genesys Cloud Mobile SDK features.

Legend:

(error) - Not supported, does not exist

(minus) - Should be disabled/removed

(tick) - Supported

(plus) - In the roadmap

Feature/

Functionality

Bold360 Genesys Cloud Notes
Integration with full UI solution (tick) (tick) Internal SDK UI components configurations remain unchanged. However, setting them to the chat is changed.  
Integration with messaging engine only solution (error) (tick) Please integrate with the engine through listeners and control your own UI functionality according to provided chat states and data.
SDK imports

Android: requires 4 dependencies import via Gradle

iOS: via CocoaPods

Android: requires 3 dependencies import via Gradle

iOS: via CocoaPods

Android: import URL source location changed

iOS: import URL source location changed

System requirements

Android

  • android API: 16(+)
  • Gradle: 5.3.1(+)
  • android gradle plugin: 4.0.0(+)
  • Kotlin plugin version: 1.3.21(+)
  • optional - Android studio: 3.5.0(+)

iOS

  • iOS 10(+)
  • ARC
  • CocoaPods

 

Android

  • android API: 21(+)
  • Gradle: 7.4(+)
  • android gradle plugin: 7.3.1(+)
  • Kotlin plugin version: 1.7.20(+)
  • optional - Android studio: Dolphin 2021.3.1(+)

iOS

  • iOS 13(+)
  • CocoaPods
Upgrade your developer's app at least to the minimum supported versions.
Documentation Available on GitHub Available on Genesys Developer Center Switch to the new documentation site.
Samples

UI integration Sample covers all major features. Can be found on GitHub.

UI integration Sample covers all major features. You can find this documentation on GitHub.

Developers need to get the sample from a different GitHub repository.

History support

(tick)

by customer

(tick)

by BE

History maintenance on customer side is no longer necessary.

Injected messages tracking listeners remain available for the customers  for now.

ChatElementListener/
ChatElementDelegate
Async messaging (error) (tick) Integrate with mobile digital SDK.
Chat with bot

(tick)

Initiated by developer

(plus) Configure conversation with Bot flows on architect  console.
Sync live messaging

(tick)

Escalated by bot, or initiated by developer.

(error) Migrate to Messenger async chat.
Chat session and continuity

(tick)

Partial support for bot sessions by SDK.

Closed live chat sessionscan't be restored. 

(tick) Session continuity is provided internally. The account details are enough as long as the session was not expired or closed.
Chat account (tick) (tick) Use MessengerAccount.
SDK's UI integration into app (tick) (tick) Unchanged.
Chat state events and error notifications (tick) (tick) -
Listening to chat messages changes (tick) (tick) -
URL links (tick) (plus) -
User tracking (tick) (plus) -
Chat availability (tick) (tick)

Use messenger account  on availability request activation.

Chat forms:  post/pre/unavailable (tick) (error) -
HTML formatted messages (tick) (minus) Messages content should not rely on HTML parsing logic.
MD formatted messages (error) (plus) -
User call in queue status

(tick)

Sync live chat

(minus)

Not needed

-
Agent identity  (tick) (plus) -
Avatar display (tick) (plus) -
Temporary  messages

(tick)

Sync live

(minus) -
Messages injection by app (tick) (tick) -
Handover (tick) (minus)  
Chat entities and personal information (tick) (minus) -
Custom Welcome message by app (tick) (minus) -
ExtraData support (tick) (plus)

Add key/value attributes to the messenger account.

Use attributes update API for changes.

Chat context support (tick) - -

UI components

Feature/

Functionality

Bold360 Genesys Cloud Notes
Chatbar (tick) (plus) -
Feedback per conversation (tick) (plus) -
Feedback (pre- response) (tick) (plus) -
Quick options/ quick replies (tick) (plus)

Configure messages with quick replies on Architect  console.

Persistent options (tick) (plus) -
Channels (tick) (minus) -
Carousel (tick) (plus) -
Localization (tick) (tick) Define which languages should be supported and set a default language on the console. 
UI centralized configuration

(tick)

Partially supported for bot

(tick)

Partially supported; more features coming soon

Configure available UI configurations on console for deployment.
Configure UI components on SDK (tick) (minus) Set UI configurations on the console.
Override SDK's UI components

(tick)

On Android only

(minus)

Set UI configurations on the console.

Escalation from Bot to agent (tick) (tick) Configure bot first with agent escalation for the account on the Architectconsole.
Chat can be ended (tick) (plus) -
Voice support (tick) (plus) -
Dictate/record message text (tick) (tick) -
Messages readout (tick) (minus) -
Accessibility

(tick)

Partially supported

(tick)

Partially supported

-
Basic ChatController and chat UI integration flow (tick) (tick) -
Typing indication (tick) (plus) -
Article view (tick) (plus) -
Configurable maximum displayed message  length   (tick) (minus) -
Autocomplete (tick) (minus) -
File upload (tick) (plus)

File picker implementation on hosting app is redundant.

File upload progress notifications (tick)

(plus)

Depends on selected solution

If you work with Messenger core solution, integrate with new upload progress events.

If you work with UI solution - no events listening are needed.

Bot transcript sent to agent on escalation (tick) (tick) -
Chat transcript sent to user (tick) (plus) -
Dark mode

(tick) 

  • Supported on iOs
  • Partially supported on Android

(tick) 

  • Supported on iOs
  • Partially supported on Android
-

 

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.

Canned messages for agents

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them.

  1. Choose the channel for which you want to create or edit a canned message:
    • Chat: Channels > Chat > Canned Messages
    • Email: Channels > Email > Canned Messages
    • Messaging: Channels > Messaging > Canned Messages
  2. Create, edit, or copy a canned message on the Canned Messages page, as follows:
    • To create a new message, click Create New
    • To edit, click an existing message
    • To copy, click the Copy icon next to an existing message
  3. Name and identify the message so agents can find it:
    Option Description
    Name This is never seen by customers; used to identify and reference the message.
    Subject For messages that are auto answers, the subject is shown to customers as a label in search results.
    Keywords Enter words and phrases that help identify this message as relevant to a conversation.
    Shortcut To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)
  4. Set the message's Language.

    This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

    Result:

    Tip: Subject, Keywords, and Body should use the same language.
  5. Type and format the message.
    Channel Options
    Chat HTML* or plain text
    Email HTML* or plain text
    Messaging Plain text
    *HTML Variables For HTML, you can insert variables in ${variable_name} format. For example, use the variable ${login.ChatName} to insert the agent's chat name into the canned message.

    Available variables:

    • ${chat.ChatUrl} - The URL of the chat from where the customer started the chat session
    • ${chat.ChatName} - The name of the customer as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the customer.
    • ${chat.CountryCode} - The two-digit code of the country where the customer started the conversation
    • ${chat.RegionCode} - The region or ZIP code of the country where the customer started the conversation
    • ${chat.City} - The city where the customer started the conversation
    • ${chat.VisitEmailAddress} - Email address of the customer as provided on the pre-chat form
    • ${chat.VisitPhone} Phone number of the customer as provided on the pre-chat form
    • ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab
    • ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab
    • ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab
    • ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.
  6. Save your changes.

    Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.

How to create Email signatures

When setting up your ticketing system, you can configure your tickets and other outgoing system-based emails to display a signature. Signatures can be configured for emails sent from each of your Knowledge Bases. Bold360 AI has several out-of-the-box basic signatures and you can also add new personalized signatures.

To Create an Email Signature, do the following:

  1. In the AI Console, go to the Admin Center > Ticketing Settings > Signatures tab. The existing basic signatures are displayed.
  2. Optionally, select a signature for emails sent from a specific Knowledge Base from the drop-down lists below the signature templates.
  3. To create a personalized signature, click the New Signature icon, at the top of the My Signatures page. The Create Signature dialog is displayed.
  4. Name your new signature.
  5. From the Share with drop-down list, specify who can use the new signature:
    Note: In the body of the signature, the area with the generic Latin text represents the body of the email and cannot be modified at this stage.
    • If you select Only Me, your signature will be displayed in the list under My Signatures.
    • If you select Everyone, the signature will be displayed in the list under Shared Signatures.
  6. In the Header and Footer areas, you can add a branded logo, tagline and signature.

    To enter an image, ensure that you have your image saved to a proprietary URL. Click the image icon and enter the URL in the dialog displayed. To enter a tagline, select and replace the generic text.

    Optionally, use the following placeholders:

    • My name: %repName%
    • My Username: %username%
    • My Email: %repEmail%
    • User's email: %ticketEmail%
    • User's name: %name%
    • Ticket Title: %ticketTitle%
    • Message quote: %quote%
    • Context category: %context category%
  7. Click Create to save your new signature. You can select it from the list of available signatures.
  8. At the bottom of the My Signatures page, you have the following additional options:
    • Default Signature: Drop-down lists for each existing Knowledge Base, enabling you to select the required signature.
    • Limit Users to Default Signature checkbox: Select to only allow agents and users to use the a pre-defined default signature.
    • Users can create personal signatures checkbox: Select to allow users to create their own, personalized signatures.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

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

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

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

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

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

ICO Cookie Compliance

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

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

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