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).

Configure Digital DX to receive, track, and manage emails.

1. Create or edit an email account, as follows:
   1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
   2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
2. Select Enable email to activate the email account.
3. Enter basic account settings on the General tab:

   Option	Description
   Configuration Name	Name the account for internal reference.
   Sender Email Address	To use when sending email.
   Friendly Sender Name	Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
   Email client	Select the email client you are using: MS Office 365 / Gmail / Other. The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

4. Select the email client that you use to communicate over email.
   Note: In the Digital DX Desktop Client, you cannot select email client.
5. Depending on your email client, you have the following options:

   Option	Description
   User Name	User name of the email server. For example, in the email address support@acme.com, the user name is support.
   Password	The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
   Server/Port	Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
   Secure Connection (SSL)	To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
   Type	Choose your server type: POP3 or IMAP. Note: POP3 is unavailable for Microsoft Office 365 users.
   Leave copy of messages on server	Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
   Folder	Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
   Tenant ID	You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
   Client ID	Microsoft Office 365 users find it in the Overview page of the Azure AD admin center Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
   Client Secret	Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
   Outgoing server	Select SMTP server to set up an SMTP server for outgoing email.

6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:

   Option	Description
   Department	Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
   Maintain email thread ownership on new mails	Preserve the Owner (agent) field of each email thread.
   Append email thread ID to subject	Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
   Append email thread ID to subject	Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
   Auto-bcc	Specify an email address that is included in the BCC field of all outbound emails from the agent.

7. Optional: (Optional) Enter additional settings on the Format and content tab:

   Option	Description
   Encoding	Encoding for outgoing and incoming messages.
   Format	Choose to show incoming email as either plain text or HTML.
   Canned messages for emails	Select canned message folders that agents can use with email.
   Email Footer	Enable and design a footer that is appended to all emails sent from this email account.

8. Save your changes.
9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

   Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.

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.

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

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

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

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

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

   

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

      You may be prompted to save your changes.

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

   

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

1. Choose the channel for which you want to create or edit a canned message:
   • Chat: Channels > Chat > Canned Messages
   • Email: Channels > Email > Canned Messages
   • Messaging: Channels > Messaging > Canned Messages
2. Create, edit, or copy a canned message on the Canned Messages page, as follows:
   • To create a new message, click Create New
   • To edit, click an existing message
   • To copy, click the Copy icon next to an existing message
3. Name and identify the message so agents can find it:

   Option	Description
   Name	This is never seen by customers; used to identify and reference the message.
   Subject	For messages that are auto answers, the subject is shown to customers as a label in search results.
   Keywords	Enter words and phrases that help identify this message as relevant to a conversation.
   Shortcut	To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)

4. Set the message's Language.

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

   Result:

   Tip: Subject, Keywords, and Body should use the same language.
5. Type and format the message.

   Channel	Options
   Chat	HTML* or plain text
   Email	HTML* or plain text
   Messaging	Plain text
   *HTML Variables	For HTML, you can insert variables in ${variable_name} format. For example, use the variable ${login.ChatName} to insert the agent's chat name into the canned message. Available variables: ${chat.ChatUrl} - The URL of the chat from where the customer started the chat session ${chat.ChatName} - The name of the customer as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the customer. ${chat.CountryCode} - The two-digit code of the country where the customer started the conversation ${chat.RegionCode} - The region or ZIP code of the country where the customer started the conversation ${chat.City} - The city where the customer started the conversation ${chat.VisitEmailAddress} - Email address of the customer as provided on the pre-chat form ${chat.VisitPhone} Phone number of the customer as provided on the pre-chat form ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

6. Save your changes.

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

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

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

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

   Optionally, use the following placeholders:

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