Frequently Asked Questions

What is Bold360 AI?

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

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

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

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

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

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

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

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

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

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

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

How to use the BoldChat Web Client

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

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

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

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

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

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

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

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

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

How to 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?.

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?.

How to show notifications to customers

Display an unread message count on minimized widgets

The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

Note: You can change the Minimized widget mode on the Position and Size tab of the widget settings.

To enable this feature for customers, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Select Display unread message count on minimized widget and save your change.

The number of agent messages will be displayed on the minimized widget.

This feature is disabled by default.

Display agent message notifications on the browser tab

A browser tab message notifies the end user about an incoming message. This is displayed when the customer receives a message from a live agent while navigating away from the browser tab where the chat widget is displayed. The browser tab title periodically changes to the notification message for a few seconds.

To enable this feature, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Type your message to the Browser tab notification text field. To add the name of the agent who's chatting with the customer type [AGENT]. For example, Message from [AGENT]...

  5. Save your changes.

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).

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.

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.

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.

How to set a chat link as a chat entry point

Set a text-based link that a visitor clicks to initiate a chat session.

When implementing chat, your visitors need something to click in order to start a chat session. The term chat entry point refers to the interface element that a visitor clicks to initiate a chat. You set a chat entry point as part of the procedure of generating and inserting an HTML snippet to your site.

  1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

    Result: The Generate Chat Button HTML window is displayed.

  2. On the Generate Chat Button HTML window, at the top of the window under Type of Chat Button, select Web Page Chat Button Text.
  3. Under Customize Chat Window, associate the link with a Chat Window definition.

    A Chat Window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks your link.

  4. Option. Associate your HTML snippet with a Department definition.

    See About the BoldChat 'Department' entity.

  5. Associate your HTML with a Website definition.

    See How to use Website definitions to manage multiple sites.

  6. Option. Pass customer visitor information into the chat session.

    See Custom Visitor Info, Variables: Collecting visitor data.

  7. Copy and paste the code to your site. See Generate and insert HTML to your website.

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.

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.

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.

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 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.

Customize a layered chat window using JavaScript

Take advantage of events and extend chat window features using JavaScript.

A layered chat window can trigger events during its life-cycle and allows you to work with JavaScript without restrictions.

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

Adding custom scripts

On the Customization tab, select Layered - Detailed and select the Includes key group. Includes allow you to inject JavaScript code and attach event listeners to chat windows with different scopes:

  • Chat Frame Javascript Include: Listeners and handlers run inside the iFrame object
  • Chat Window Javascript Include

What is the difference between a chat window and a chat frame?

Every layered chat window is comprised of a window and a frame object.

  • A chat window object is a container element that controls the window object of the host page, in which the chat window is embedded. As a consequence, listeners and handlers run outside the context of the iFrame object.
    Note: If the ancestor of a chat window is a separate window or tab, outside events, listeners and functions are not used.
  • A chat frame object is the window object of the innermost iFrame object, in which the chat runs.
    Note: If the ancestor of a chat window is a separate window object, the scope is the window object of the standalone window or tab.
Tip: Use the calledmobileChat variable to retrieve the object handle in use.

Using events and listeners

There are two ways to attach event listeners:

  • Use the mobileChat.addListener(eventName, eventHandler) method to register the handler.
    Important: eventName must be a valid event and eventHandler must be a callable function object, otherwise the listener throws an error.
  • Create a global function.
Tip: You can create more than one listener for an event in the following ways:
  • Mix the methods above
  • Call the addListener method more than once using the same event name
Note: A listener registered via the addListener method takes precedence, otherwise event handlers are executed in the order of registration.

Can I remove a registered listener? Calling the addListener method prevents the listener to be cleared. Global functions can be removed.

List of event functions

Table 1. iFrame events
Event Global function name Description Arguments
new-message bc_newHistoryMessageCallback New message added to chat history
  • integer personType
  • String messageText
  • DOMObject messageObject
chat-ended bc_chatEndedEventCallback Chat ended  
push-page bc_pushPageEventCallback A PushPage request sent by the agent and the customer accepts to be redirected to the target URL
  • String url
page-loaded bc_chatWindowLoadedEventCallback Page loaded  
resize bc_resizeEventCallback Elements resized  
Note: Events inside the iFrame object are forwarded to the context of the window object, but arguments may not be retained.
Table 2. window events
Event Global function name Description Arguments
new-message bc_newHistoryMessageCallback New message added to chat history
  • integer personType
  • String messageText
page-loaded bc_chatWindowLoadedEventCallback Page loaded  
chat-ended bc_chatEndedEventCallback Chat ended  
chat-closed bc_chatClosedEventCallback Chat closed  
push-page bc_pushPageEventCallback A PushPage request sent by the agent and the customer accepts to be redirected to the target URL
  • String url
resize bc_resizeEventCallback Elements resized  
maximized bc_chatWindowMaximizedEventCallback Frame maximized  
minimized bc_chatWindowMinimizeEventCallback Frame minimized  
Example:
 

The following snippets provide two different implementations of the same functionality.

  1. Create two listeners for every available event.
  2. Log the following to the console when an event is captured:
    • event name
    • event context
    • listener type
    • function name if the listener is a global function

iFrame object snippet (addListener method)

var _tEvents = {
        "new-message": "bc_newHistoryMessageCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "push-page": "bc_pushPageEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "resize": "bc_resizeEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured inside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

window object snippet (global function)

var _tEvents =  {
        "new-message": "bc_newHistoryMessageCallback",
        "resize": "bc_resizeEventCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "minimized": "bc_chatWindowMinimizeEventCallback",
        "maximized": "bc_chatWindowMaximizedEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "push-page": "bc_pushPageEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured outside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

Set up a Facebook Messenger account

Connect your Facebook account to Digital DX so you can manage incoming Facebook Messenger conversations.

As with chat functionality, the Facebook Messenger service supports department-based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming requests.

Before you begin:

From the Web Admin Center, go to Channels > Messaging > Automatic Distribution and make sure that Enable automatic distribution is selected.

Remember: You need Access Automatic Messaging Distribution Settings permission to see this page.
  1. Create or edit a Facebook Messenger account, as follows:
    1. In the Admin Center, go to Channels > Messaging > Facebook Messenger. The Facebook Messenger Accounts window is displayed.
    2. On the Facebook Messenger Accounts page, select an existing account or click Create New.
  2. On the Account Settings tab, click the Log In button showing the Facebook logo to connect Facebook to Digital DX.

    You are prompted to enter your Facebook account details.

    Tip: If you are using a custom app approved by Facebook to manage Facebook Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).

    Can't log in to Facebook? You may have to clear your browser cache and cookies, and then try again.

  3. From the Choose Page drop-down list, select your Facebook page that you want to connect to Digital DX.

    This will automatically name your Facebook Messenger account in Digital DX.

  4. Optionally, do the following:
    • Choose a Department, which is associated with your Facebook Messenger account. Agents must be members of the selected department to receive Facebook Messenger conversations.
    • To end sessions automatically when a customer's response is not received within a defined period, set an Auto-End Interval.
    • Under Business Hours, you can set hours of availability specific to Facebook Messenger functionality.
    • Under Thread ownership, choose how you want to handle the ownership of re-opened messenger threads:
      • Original agent retains ownership of re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership.
      • Original agent must re-accept re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
      • Original agent must always re-accept conversations, even if open ? When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
  5. On the Auto Responder tab, enter a name for your auto responder rule set and click Add Criteria to configure how you want to automatically respond to incoming messages.

    Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.

    Important: We recommend using Create Email Prompt Rules, which creates a set of rules that automatically asks the customer to enter their email address. The customer's email allows Digital DX to connect the customer to their Digital DX history across all channels (such as chat and email). Similarly, the Create Phone Prompt Rules and Create Name Prompt Rules create a set of rules that automatically asks the customer to enter their phone number and name respectively. The advantage of using these features is that they select and configure the necessary rules for you.

    If the email, phone, and name prompt rules are insufficient, you have the following options:

    • Under Criteria, select the relevant criteria and actions as follows:
    Option Description
    Availability You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
    Auto Responder state The state of the Auto responder.
    Last Message Define the content of the last message that the customer sent.
    Chat Name Select the type of emails that you want to reply.
    Conversation State If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the donotreply string.
    Email Define the subject of emails that you want to send automatic replies.
    Phone Define the phone number of the customer.
    • Under Actions, define what actions to take when criteria are met.
  6. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
    • Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
    • Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
  7. On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.
  8. Save your changes.

What to do next:

After setting up your Facebook Messenger account in Digital DX, sign in to Facebook, and verify the following:

  • Go to the your page > Settings > Advanced Messaging page. In the Connected Apps section, click Configure for Handover Protocol. Then select Bold360 for Primary Receiver.
    Note: In the new Facebook UI, you find this option in the Page > Settings > Messenger Platform menu. Then change the Role of Bold360 to Primary Receiver.
  • On the your page > Inbox > Automated Responses tab, make sure that Instant Reply is turned off.

Frequently Asked Questions

Why can't I log in to my Facebook account from Digital DX?
You may have to clear your browser cache and cookies, and then try to log in again. Alternatively, you can sign in to the Bold360 Admin Center in incognito browser mode.
Why don't I receive messages from my Facebook page?
Again, you may have to clear your browser cache and cookies, and then try to send a message from Facebook. Also make sure that you have changed the necessary settings in Facebook (primary receiver should be Bold360, instant reply should be disabled).
Why did my setup suddenly stopped working?
Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working. In the Web Admin Center, edit your Facebook Messenger account and click Renew connection to your Facebook account on the Account Settings page.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

How to restrict customers and agents based on IP address

Gain control over who is able to chat with your organization.

The IP address restriction only applies to the Desktop Client. The Web Admin Center is still accessible from the IP addresses set under Restrictions.
  1. In the Web Admin Center, go to Global Settings > Restrictions.

    Result: The Restrictions page is displayed.

  2. Choose your settings.
    Option Description
    All HTML must be associated with a Website definition Prevent visits from buttons lacking a website association or to require website validation.
    Visit IP Ignore List Add URLs that will not be monitored by the chat button HTML code. That is, customer information will not be collected for visits from listed URLs.
    Extra Security
    • List customer IPs to be blocked from Chats (wildcards are allowed): Enter customer IP addresses to be blocked from engaging in chat.
    • List agent IPs where login is allowed (wildcards are allowed): Enter agent IP addresses who are allowed to log in to the Agent Workspace, Admin Center, Dashboard, and Reports.
    Tip: You can define IP ranges and use wildcards. For example: 123.123.123.*
  3. Save your changes.
Changes are applied to your entire account.

Announcements

Genesys DX/Bold360 End of Life: January 2024

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

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

Details on the end of life timeline

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

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