Frequently Asked Questions

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.

What is Bold360 AI?

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

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

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

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

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

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

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

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

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

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

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

How to use the BoldChat Web Client

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

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

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

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

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

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

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

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

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

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. 

Introduction

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

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

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

For Administrators: enable the Video Chat Window

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

To set up a Video Chat button:

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

Customer experience

The customer starts a Live Chat as per usual.

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

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

Options in the Video Chat Window for Customers

 Microphone: Turn the microphone on or off.

 Camera: Enable or disable camera.

 Video Chat Settings: Inspect participants and perform additional settings.

Video Chat Setting Description


 
Sets the Video Chat Window to Full screen.

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

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

For Agents: a guide to the Video Chat Window

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

To start a Video Chat with a customer:

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

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

For Agents: options in the Video Chat Window

 Microphone: Turn your microphone on or off.

 Camera: Enable or disable your camera.

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

Video Chat Setting Description


 
Sets the Video Chat Window to Full screen.

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

Participants shows the list of participants in the call.

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

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

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

System requirements

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

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

The following browser versions are supported:

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

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

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
     

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).

What are NodeJS providers?

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

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

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

Creating a Node JS Provider

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

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

NodeJS workflow

Details to expand on

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

Response format

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

URL Button

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

Quick Option

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

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

Multiple Choice Buttons

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

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

Then send that back as an entity in the result:

MultiChoice properties
Property Description
count The number of options
quickOptionStyle

'statement'

'numbers'

'disabled'

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

Carousel

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

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

Finally, save the article in Source mode.

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

What are fallback messages?

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

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

No results

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

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

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

Multiple results

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

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

API Invalid response (for API-based entities only)

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

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages.

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

Trouble logging in to your Facebook account?

FB Messenger Login Summary

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

Reported data:

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

FB Messenger Login Details

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

Reported data:

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

A (proactive) chat invitation defines the actual interface seen by customers upon invitation. Invitations can increase customer satisfaction, conversions, and revenue. You can customize invitations in a number of ways.

  1. Create or edit a chat invitation, as follows:
    1. In the Web Admin Center, go to Customers > Custom Invitations. The Custom Invitations page is displayed.
    2. On the Custom Invitations page, select an existing item or click Create New.

    Result: The Create/Edit Chat Invitation page is displayed.

  2. Name the invitation.

    This is for internal reference and is not seen by customers.

  3. Choose an Invite Type:
    • Simple Image displays a basic image to the customers that they click to initiate chat.
    • Chat Form displays a chat invitation that is structured like a chat window chat form.
    • Pre-Chat Form displays a chat invitation that is structured like a chat window pre-chat form.
    • JavaScript provides flexibility by allowing you to craft a JavaScript function that will be called when rule criteria are met.
  4. Set animation options:
    • Animation Duration sets the length of time (in seconds) that the chat invitation is displayed to the customer. For animated invitations, this controls how fast the invitation will move across the browser.
    • Animation Type > Left To Right starts the chat invitation at or near the left edge of the customer's browser and animates it across to the right edge of the browser.
    • Animation Type > Right to Left starts the chat invitation at or near the right edge of the customer's browser and animates it across to the left edge of the browser.
    • Animation Type > No Animation - Plain instantly displays the chat invitation in the customer's browser.
    • Animation Type > No Animation - Fade-In makes the chat invitation appear gradually (as opposed to making it appear instantly)
  5. Under Box Width and Box Height you can set the invitation's width and height in pixels.
  6. Under Position you can define the invitation's initial relative location on the customer's browser window.
    Option Description
    Browser Window With this option, the invitation starts in the defined position on the viewable browser window. As the customer scrolls up/down, the page content moves up/down, but the invitation stays in its defined position.
    • Vertical Alignment (or offset) is the relative position from the top edge of the viewable browser window. This number must be greater than 0.
    • Horizontal Alignment (or offset) is the relative position from the left edge of the viewable browser window. This number must be greater than 0.
    HTML Document With this option, the invitation starts in the defined position on the HTML page. As the customer scrolls up/down, the invitation moves up/down along with all other page content.
    • Top is the relative vertical position down from the top of the HTML page. This number must be >= 0
    • Center is the relative vertical position from the center of the HTML page. A negative value indicates a relative distance above the vertical center, while a positive value indicates a relative distance below the vertical center. The value 0 represents the center.
    • Bottom is the relative vertical position up from the bottom of the HTML page. This number must be greater than 0.
    • Left is the relative horizontal position in from the left edge of the HTML page. This number must be >= 0
    • Center is the relative horizontal position from the center of the HTML page. A negative value indicates a relative distance to the left of the horizontal center, while a positive value indicates a relative distance to the right of the horizontal center. The value 0 represents the center.
    • Right is the relative horizontal position from the right edge of the HTML page. This number must be greater than 0.
  7. Under Custom Window, choose the chat window to associate with the invitation.
  8. On the Parameters tab you can customize the invitation's design, text, and more.
  9. On the Advanced (HTML) tab you can directly edit the invitation's HTML to achieve a finer level of customization.
    Tip: Editing HTML can result in a broken invitation!
  10. On the Mobile tab you can set up a mobile-friendly version of the invitation.
    • To never use a mobile-friendly invitation and always show the desktop invitation to all customers regardless of device type, select Never.
    • To show a mobile-friendly invitation to customers who are detected as mobile users, select On Mobile Devices.
    • To show the mobile-friendly invitation to all customers regardless of device type, select For All Computers and Mobile Devices.
  11. Save your changes.
Remember: To put your invitation into use, you must associate it with rules or some other type of invitation (for example, after a delay or for chat recovery).

How should I best deploy proactive invites?

  • Proactive invitations should start out at high priority pages (for example, forms, trial pages, and at check-out stage)
  • Proactive invitation images and rules should be A/B split tested to identify highest rates of acceptance
  • Proactive invitation images should be customized for desktop and mobile (for example, footer ? banner for mobile)
  • Proactive invitations should either have no pre-chat form or ask for only 1-3 questions (without any required questions)
  • Customize invitations to tailor to the exact use case (for example, checkout page, product selection, sign-in trouble)
  • When using a chatbot, leverage widget-specific content (tailor to the use case)
  • Use different messaging and images to exhibit brand/personality
  • Leverage audio and animation
  • Aim for Acceptance Rate of 7% (industry average)
  • Implement invitations on certain pages or scenarios, where chat can influence conversions, and anywhere you want to drive chat ? for example on a checkout page
  • Implement "fast" invites with tailored and specific messages on pages where the goal is either to prevent abandonment in the sales funnel (checkout pages) or to help fill out a form.?
  • Do not use a pre-chat form when inviting customers to chat (under chat window settings). Implement "slow" generic invites on pages where customers spend considerable time (3-4 minutes)
  • Keep in mind that proactive invitations increase customer satisfaction, conversions, and revenue.

Bold360 AI SEO and knowledge-base export API

The SEO and knowledge base export API "pushes" question and answer information from the Bold360 AI knowledge base into the page source.

This way the information becomes visible to search engine bots, resulting in more traffic being driven to the website, and users being able to ask questions via Google, or any other search engine, and being directed straight to your website without using the Bold360 AI widget.

API specifications

The base URL format of the API is the following:

https://my.Nanorep.com/common/api/kbExport.xml?param=value&param=value

The following is a sample script with all relevant data provided:

https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&plainText=true

General API parameters

Parameter

Usage

Example

username Your Bold360 AI login name. You must have Knowledge Base access privileges to use the API (required) username=john@company
pw

Your Bold360 AI password (required)

pw=1234567

kb

The Knowledge Base to export from (required)

kb=English

maxItems

The number of items to retrieve

maxItems=50

skip

The place in the list from which to start retrieving. For example, use skip=10 to skip the first 10 list items and retrieve the rest.

skip=10

format

xml/json (default:xml)

format=json

Filter parameters

Parameter

Usage

Example

byPopularity

Set this parameter to true (recommended), to display the most popular articles first in the search results.

Note: Offline articles will not be included if the parameter is set to true.

byPopularity=true

days

Displays the most popular answers given by the Bold360 AI widget during the last x days. This parameter does only have an effect if byPopularity is set to true.

days=30

labelId

Displays answers from a specific label only. You can find this information in Bold360 AI when editing a label.

labelId=ABC123

textFilter

Displays answers that contain a certain word or phrase.Important: The value of this parameter must be base64 encoded. As it is used in a URL, replace "=" with "_", and "+" with "|". For example, "hello" must be defined as "aGVsbG8_"

textFilter=aGVsbG8_

context

Displays answers that have the specified context in category:value format.

You may use more than one category:value pairs separated by commas. For example, Manufacturer:Sony, Device:iPhone **

context=TWFudWZ

hY3R1cmVy Ol Nvbn

ksRGV2aWNlOm

lQaG9uZQ__

modifiedSince

Format: yyyy-MM-ddTHH:mm.

If used, only articles modified since this date are included.

modifiedSince=2013-11-01T17:00

includeHiddenFaqItems

Includes hidden FAQ articles, which are marked by the "hide this answer from the dynamic FAQ widget" option.

includeHiddenFaqItems=tru

API URL Examples

Full export with stripped body
https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&byPopularity=true&plainText=true
Articles with the word 'iPhone' in them
https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&byPopularity=true&maxItems=20&textFilter=aVBob25l

XML Response example

<?xml version="1.0" encoding="utf-8"?>
<NanorepExport account='Nanorep' kb='633763325358580000'>
        <article id='633915887117827492' isOffline='False'>
                <title>
                        <![CDATA[How much does it cost?]]>
                </title>
                <body>
                        <![CDATA[<p>For detailed packages &amp; pricing information, <a href="http://www.Nanorep.com/index.php?page=prices" target="_blank">click here</a></p>]]></body>
        </article>
        <article id='633915887117827588' isOffline='False'>
                <contextInfo>
                        <context id='Page Type' value='General' />
                </contextInfo>
                <title>
                        <![CDATA[What is Nanorep?]]>
                </title>
                <body>
                        <![CDATA[<p>Bold360 ai is a self-service customer support &amp; service solution. It is designed to improve customer engagement and prevent website or cart abandonment by delivering instant, accurate answers to customers&#39; questions with no waiting queues what so ever.<br />&<br /></p>]]></body>
        </article>
        <article id='141286' isOffline='False'>
                <title>
                        <![CDATA[What happens when I exceed the number of questions in a given month?]]>
                </title>
                <body>
                        <![CDATA[<p>We understand that due to seasonal changes, promotions or campaigns, there can be spikes in the Q&amp;A&rsquo;s traffic.</p><p>In these cases, it won&#39;t be necessary to upgrade to a premium package.</p><p>However, in cases where there is a consistent increase in Bold360 ai&#39;s usage for more than a month, a notification on the outgrown support package&will be sent to the customer and an upgrade plan will be offered.</p>]]></body>
        </article>
                <meta skipped='0' exported='3' totalArticles='3'/>
</NanorepExport>

How to integrate Salesforce chat

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

Salesforce console settings

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

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

Bold360 AI settings

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

Adding a TXT Record to a DNS Server

In order to define a domain organization with LogMeIn , you need to validate your company's ownership of specific email domains. One option is to add a text record to your domain's DNS settings. LogMeIn can then query the server and receive confirmation back of your ownership. Alternately, you can upload a plain-text file to your web server root containing a verification string. For more information, please see Set Up Domains in the Organization Center.

A TXT record contains information specifically intended for sources outside your domain. The text can be either human- or machine-readable and can be used for a variety of purposes including verifying domain ownership, authorizing senders with SPF, adding digital email signatures, and preventing outgoing spam.

Note:  If you have multiple domains to verify, you will need to add a text record for each domain.

Identify your domain host

If you do not know who is hosting your domain, there is a simple method for finding out. The following example uses the online utility site Whois.

  1. Open https://www.whois.com/.

  2. Click Whois and enter the domain name.
  3. Click Search.

  4. In the results, locate the name server for the site (e.g., CDCSERVICES.com). This is the domain host.

Add a TXT record

The method to add a text record to your domain will vary with hosts. The generic steps to add a text record to your domain are listed below.

  1. Sign in to your domain's account at your domain host.
  2. Locate the page for updating your domain's DNS records. The page may be called DNS Management, Name Server Management, or Advanced Settings.
  3. Locate the TXT records for your domain on this page.
  4. Add a TXT record for the domain and for each subdomain (see "Use Cases" below).
  5. Save your changes and wait until they take effect, which can range from a few minutes to up to 72 hours.
  6. You can verify that the change has taken place by opening a command line and entering one of the following commands below (based on your operating system):
    • For Unix and Linux systems:

      $ dig TXT main.com

    • For Windows systems:

      c:\ > nslookup -type=TXT main.com

  7. The response will display on its own line (not appended to another), and will look something like:

    main.com. 3600 IN TXT "logmein-verification-code=976afe6f-8039-40e4-95a5-261b462c9a36"

Use cases

Domain verification for domain main.com using 2 different methods (shown below).

Name TTL* Type Value / Answer / Destination
@ 3600 IN TXT "logmein-verification-code=976afe6f-8039-40e4-95a5-261b462c9a36?
main.com 3600 IN TXT "logmein-verification-code=976afe6f-8039-40e4-95a5-261b462c9a36?

Subdomain verification for mail.main.com.

Name TTL* Type Value / Answer / Destination
mail.main.com 3600 IN TXT
?logmein-verification-code=976afe6f-8039-40e4-95a5-261b462c9a36?
Note: * TTL - Time To Live - is the number of seconds before changes to the TXT record go into effect.

Set up auto-translation

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

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

How does auto-translation work?

Auto-translation takes the following parameters into account:

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

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

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

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

    Result: The Auto-Translation page is displayed.

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

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

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

Notes:

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

Auto-translation in Digital DX AI-enabled chat windows

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

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

How do I import my knowledge base from ServiceNow?

Bold360 AI uses ServiceNow's API to import knowledge base articles.

Remember: Your account must have the Enable ServiceNow article import setting enabled for each knowledge base where you want to import articles. Contact your Customer Success Manager for more information.
Note: If you are looking for information about importing articles in a batch using Bold360 AI's API, see this article.

Integrate ServiceNow with Bold360 AI

Before you can import knowledge base articles, you must first integrate ServiceNow with Bold360 AI as follows:

  1. In the AI Console, go to Admin Center > KB Setup and choose the Integration tab.
  2. From the Third-party service drop-down list, select ServiceNow. From your ServiceNow account copy the following details:
    • Copy the instance URL from your browser. Look for https://< instanceURL >.servicenow.com
    • Enter your ServiceNow user credentials.
    • From the Application Registry page in ServiceNow, create a new OAuth API endpoint for external clients that you want to use to set up a connection between ServiceNow and Bold360 AI. Then copy Client ID and Client secret to the Bold360 AI platform.

    The following is an example of the ServiceNow integration parameters:

  3. Choose Connect.

ServiceNow is now integrated with Bold360 AI.

Import Knowledge Base articles

To import knowledge base articles, do the following:

  1. Select the Bold360 AI knowledge base where you want to import articles. Note: You can only import articles to a single Bold360 AI knowledge base. Your account must have the Enable ServiceNow article import setting enabled for this knowledge base.
  2. Go to Admin Center > KB Setup and choose the Integration tab.
  3. Select the ServiceNow knowledge bases that you want to import. These are pre-populated during the integration process.
  4. Optionally, select article labels to filter the articles in the selected knowledge bases.
  5. Choose Fetch Articles and wait for the list of articles to load. Depending on the number of articles in the selected knowledge bases, this process may take a while.

    Articles that you can update in your Bold360 AI knowledge base are listed. Only those articles are listed that have changed in ServiceNow since your last knowledge base import.

  6. Select the articles that you want to import. You can click the arrow next to the title of an article to view its content.

    Articles are color-coded in the list to reflect changes in the ServiceNow knowledge base:

    • Green: new article. A new Bold360 AI article will be created.
    • Yellow: updated article. The article in the ServiceNow knowledge base has been changed. If you have edited the article in Bold360 AI then those changes will be overwritten when importing from ServiceNow.
    • Red: deleted article. The article will be removed from the Bold360 AI knowledge base.
  7. Choose Import selected articles at the top of the list.

The ServiceNow articles are now imported into your Bold360 AI knowledge base.

What happens after articles are imported?

The imported articles receive a ServiceNow label and their expiry dates are also synchronized. When an article expires, it is removed from the live site. To see expired articles in Bold360 AI, go to Knowledge > Expired.

Finally, the revision list is updated to reflect the changes in the number of imported articles.

Digital DX AI Ticketing System Overview

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

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

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

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

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

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

With the ticketing system, you can:

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

How do I reset a password?

The following questions answer those problems that may occur when you do not receive an email verification upon creating a new user or verifying the email address of an existing one:

As an operator, how do I reset my password?

  1. Type your username or email address in the Reset your Password window:
    • If you have not yet registered your email address as your new username, type your current username
    • If you have registered your email address as your new username, type your email address

  2. If the issue still occurs, check your spam folder.
  3. If you still don?t receive an email, make sure your Email settings can accept emails from noreply@logmein.com.
  4. If the issue persists, contact our Support team or your Customer Experience Manager.

What are the requirements for creating a new password?

  • Must be at least eight characters long
  • Must have a digit, an upper case character, and a lower case character
  • Cannot have the same character repeating four times in a row
  • Cannot contain your user name or the account name
  • Cannot reuse your last five passwords

As an administrator, how do I reset passwords for my operators?

You don't. As LogMeIn moves to the new common identity platform, each user will be uniquely identified by their email address. Users of LogMeIn products will be able to easily move between different LogMeIn products using the same username and password. Therefore, the email and password of each user are owned by the user itself and can?t be controlled by the administrator of a Bold account.

However, the administrator of a Bold account can always remove or modify each user's permissions. For example, users can be blocked from accessing a specific account or can get different permissions to ensure the security and ownership of the administrators of their accounts.

Do I need my operators to have a valid email address?

Yes. Since each user of LogMeIn products is identified by their email address, that email address must be valid and accessible. Email addresses in your BoldChat account can be either a work email (recommended) or a personal email. These emails will not receive any sensitive information regarding your BoldChat account.

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.