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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 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).
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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
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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.
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How to use Geofluent for auto-translation

Important: Please contact your Customer Success Manager to enable this feature if you want to use it.
Tip: Check out this video to learn how auto-translation work.

Digital DX AI offers automatic language translation in conversational and search modes. It enables your bot to answer your international visitors in any language while end user requests are served from one knowledge base in one language. This feature helps the multilingual support of knowledge bases that frequently change without the need of having to provide the translations as well. The translation engine supports more than 46 languages. The quality of Digital DX's automatic translation is almost as high as if you used a dedicated knowledge base per language.

Customers can switch between viewing the original bot or agent message, and the translated version of the message provided by GeoFluent. By using the toggle displayed above the input filed at the bottom of the widget, customers can check the original message in case of unclear translations. Currently, this toggle is always switched on.

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

Features and Benefits

  • Language selector in the beginning of the conversation.
  • Answer content, FAQs, and widget interface are automatically translated.
  • Language selection is saved if the bot conversation is transferred to a live agent.
  • Customers can easily switch between original and translated message.

What languages does GeoFluent support?

GeoFluent supports the following languages in the chat window:

Afrikaans* Arabic* Bengali* Bulgarian* Chinese (Simplified)* Chinese (Traditional)*
Croatian* Czech* Danish* Dutch English (UK)* Finnish*
French French (Canadian)* German Greek* Hebrew* Hindi*
Hungarian* Icelandic* Indonesian* Irish* Italian Japanese
Kazakh Korean Lithuanian Malay* Norwegian (Bokmal)* Norwegian (Nyorsk)*
Polish* Portuguese* Portuguese (Brazilian)* Punjabi* Romanian* Russian*
Serbian Slovak* Spanish Swedish* Tagalog Thai*
Turkish* Ukrainian* Vietnamese*      

* You need to translate the branding of the chat windows.

How to set up auto-translation with GeoFluent?

To set up auto-translation, contact your Customer Success Manager with the following information at hand:

  • GeoFluent Host
  • GeoFluent Account Key
  • GeoFluent Account Secret

How to enable auto-translation?

Once your GeoFluent account is set up for your Digital DX AI account, all your conversational widgets can provide live translations. To enable it, you must set up a language selector as follows:

  1. In the AI Console, go to Knowledge > Add Article.
  2. Create a welcome message as an article, which includes the language selector.
  3. Add a < language_selector / > tag to the article. This tag will be replaced by the languages drop-down list.
  4. Optionally, add a "languages" attribute to the < language_selector > to define the supported customer languages: By default, all languages are listed in the language drop-down list that are supported by your GeoFluent account. The list of languages must be a comma separated list of two-character language codes.
  5. Once you create this message, go to Touchpoints > Widgets and select the widget where you want to use the language selector.
  6. In the Auto Question field, select the newly created message.
  7. Save your changes and you are good to go.

How to use auto-translation with a Digital DX Agent integration?

At the beginning of a chat session, customers can select their language in the widget. When the chat is channeled to a human agent, Digital DX Agent receives the selected language value from Digital DX AI and automatically offers the relevant GeoFluent translations.

Auto-translation in Digital DX Agent takes the following parameters into account:

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

If the agent and the customer share a common language, then there is no need for translation and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.

Reports for auto-translations provided by GeoFluent

When auto translations for conversational mode is enabled for an account, you can run reports on three new fields in the Automatic translation section of the Admin Center > Reports page:

  • Auto-translated - true if the query sent to the bot was auto-translated by GeoFluen
  • Query language - the language code of the original end-user query before auto translation. It is "empty" if live translation did not happen for the query
  • Original message - The original end user query before auto translation. The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

You can group reports by the Auto-translated and Query language options.

Translation Analytics

You can generate reports on GeoFluent-based auto-translation on the Analytics > Reports page of the AI Console. You can select the following report fields from the Automatic translation category:

  • Auto-translated: Displays whether the customer voice was auto-translated
  • Query Language: Language of the original customer voice
  • Original Message: Content of the original customer voice

Notification of auto-translation failure

If GeoFluent translation service is used and it fails to translate the response, a message is displayed that the translation service is not available. The user can then resend the request.

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Create a Floating Chat Button

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

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

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

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

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

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

      You may be prompted to save your changes.

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

Need more info? There?s a section about chat buttons in our Support Center.

Previous article: Create a Chat Window
Next article: Route chats to your agents
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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?.

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.

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
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  • b-app19-26.boldchat.com
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  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
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  • b-app19-59.boldchat.com
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[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
     

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?.
Related Articles

Optional: Add a Facebook Messenger Channel

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

Similar to 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-response feature to help you manage incoming requests.

  1. Go to Channels > Messaging > Facebook Messenger and click Create New.
  2. Name the account.
  3. To connect Facebook to Digital DX, click the Log In button showing the Facebook logo.
  4. You are prompted to enter your Facebook account details.
    Tip: If you are using a custom app approved by Facebook to manage FB Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).
  5. Once you have signed in to Facebook, select the page to use.
  6. On the Auto Responder tab, you can configure how you want to automatically respond to incoming messages.
    Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the visitor to enter their email address. The visitor's email allows Digital DX to connect the visitor to their Digital DX history across all channels (chat, email).
  7. Save your changes.
Need more info? There's an article about Facebook Messenger setup in our Support Center.
Previous article: Optional: Add an Email Channel
Next article: Optional: Add a Text Messaging Channel

Customize a pop-up chat window

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

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

You can customize the following interface elements:

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

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

Layout overview

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

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

Overview of customization setting groups

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

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

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

Window texts, messages and labels

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

Colors (Pop-up - Basic > Colors)

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

Default: #F0F0F0

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

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

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

Default: #000000

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

Default: verdana, arial, helvetica, sans-serif

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

Default: 12px

 The font size of messages.

Chat message fieldSend ButtonEnd Button

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

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

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

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

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

Chat window size

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

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

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

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

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

Set up an email account

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

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.
  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

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

Related Articles

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.

How to renew connection to your Facebook account

Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working.

To continue using Facebook Messenger as a channel, do the following:

  1. On the Facebook Messenger Accounts page, select an account.
  2. On the Account Settings page, select Renew connection to your Facebook account.
  3. To reconnect Facebook to Digital DX, click the Log In button showing the Facebook logo.

    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).
  4. Save your account settings.
Related Articles

How to protect customer data (Data Obfuscation)

Data obfuscation, also known as data masking, is a security feature that allows you to replace potentially sensitive data with generic characters to ensure that sensitive information is safe. You can set data (for example, credit card numbers, social security or personal ID numbers, telephone numbers) to be replaced by generic characters either in real-time or once the chat has ended.

This feature is part of the Chat Window setup, meaning that you cannot use data obfuscation in channels other than chat. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.

  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Message content tab, select Conceal sensitive information and then choose the following options:
    Option Description
    What to Conceal
    • Select All numeric strings to conceal all recognized number sequences, such as credit card, social security and phone numbers.
    • Select Only credit card formats to mask user input that conforms to standard credit card number formats. When this feature is in use, a credit card number such as 12345-12345-12345 is stored as xxxxx-xxxxx-xxxxx.

    • Numbers grouped as follows are considered credit card numbers:

      • 3-4-4-2
      • 4-4-3-2
      • 4-4-4-4
      • 4-6-4
      • 4-6-5
    Note: Currently, the following numbers are concealed as they are considered to be credit card numbers:
    • 13 digits starting with 4,5, or 6
    • 14 digits starting with 3,5, or 6
    • 15 digits starting with 1,2,3,5,6, or 8
    • 16 digits starting with 2,3,4,5,6,8, or 9
    • 17 digits starting with 3,5,6, or 8
    • 18 digits starting with 3,5,6, or 8
    • 19 digits starting with 3,5,6, or 8
    When to Conceal
    • Select Only upon close to allow data to be seen during chat, but then hidden after close.
    • Select Immediately, but not from customer and agent to allow only the assigned agent to see the information.
    • Select Immediately, from everyone to hide the information from everyone.
  3. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button definition.

What are best practices for data obfuscation?

We recommend enabling data obfuscation. The exact settings to configure depend on the organization; however, our recommendation is to encrypt all numeric strings, but "only upon close". This will allow agents and customers to see all numbers in the chat but will encrypt after the conversation. That being said, certain organizations may not accept credit card numbers over chat so it may make sense to encrypt credit card numbers "immediately, from everyone".

Customers who request a transcript and see encrypted numeric strings will have more confidence that their data is safe with you and your organization, leading to higher customer satisfaction. Stronger security and compliance with PCI and other standards.

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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.

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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.

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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.

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