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OAuth 2.0 authentication

Email accounts in Bold360 can now be authenticated using OAuth 2.0. See Set up an email account for more information.

• A new Last message person type column has been added in the Monitor View to messages and chats that are in the queue or assigned to an agent. This column shows whether the last message came from the customer or the agent. For more information on Monitor View, see View chat details.
• It is now possible to display the approximate waiting time to visitors who are waiting in the queue for agent chat. This option is available only for layered chat window and can be enabled if the Show queue position option is active. The estimated wait time is calculated based on previous wait times and the visitor's position in the queue. For more information on automatic chat distribution see How to automatically activate chats (Automatic Chat Distribution).
• Smart Advisor contains new enhancements. See this article to learn more.

Bold360 AI contains various enhancements. For information visit https://support.bold360.com/ai.

Switch between accounts after signing in

Users who have access to multiple Bold360 accounts, can switch between account after signing in. When switching accounts, users are not signed out, only redirected to the account selector page where they can choose another account to sign in. See How to switch account.

• Monitor View can now list up to 2500 work items for each channel. For more information on Monitor View, see How to monitor the chats of your organization.
• Agents can now send attachment on messaging channels, such as Microsoft Teams and WhatsApp. For information on these additional (asynchronous) messaging channels, visit https://support.bold360.com/ai.
• You can now select Haitian Creole as an additional language to auto-translate messages with Geofluent between customer and agent in real-time. For more information on using real-time translation, see Set up auto-translation.
• Chat attachment limit has been raised from 25 MB to 250 MB.
• The color scheme of the Admin Center and Agent Workspace have been updated to be in line with the color scheme of the Bold360 AI platform.

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 21.2 and 21.3. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

• Content Management Audit Report
• Improved Search Optimizer
• Optimized Support Center URLs
• Improved Business Insights
• SAML request signing and custom data in SAML responses

For information on the individual features, visit https://support.bold360.com/ai.

Omni-queue: manage work items in a single queue

You can combine your available channels into a single queue. Depending on how you set up Omni-queue, your agents can receive work items from the chat, email, and messaging channels in one queue. When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.

For agents, see How to view agents' workload and availability in Omni-queue.

For admins, see Omni-queue setup.

Export data in Monitor View

In Monitor View, you can now download a list of work items in CSV format for a selected period of time. See How to download a list of work items to CSV.

New reports for additional messaging channels

You can now run the following reports on conversations on additional messaging channels:

• Messaging Apps Status Summary report
• Messaging Apps Assignment Status Summary report
• Messaging Apps Assignment Activity Summary report
• Messaging Apps Activity Summary report
• Messaging Apps Performance reports
• Messaging Apps Login reports

Note:

• Performance type reports do not display the agent's performance, but the overall conversation performance, including the chatbot's performance. This will be adjusted in a later release.
• Currently, Messaging App reports do not support filtering based on Account.

• You can retrieve discussion messages across the entire account based on the messages' Created date. See getDiscussionMessages in the Bold360 and BoldChat Developer Center.
• You can retrieve discussions (optionally for departments) based on their Created date. See getDiscussions in the Bold360 and BoldChat Developer Center.
• You can retrieve custom agent statuses with the getLoginActivity API method. Custom agent status is displayed in the CustomOperatorStatusName return value. See getLoginActivity in the Bold360 and BoldChat Developer Center.

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.3.2 and 20.3.4. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

• Multi-account support
• Search Optimizer 1.0 retired
• Business Insights enhanced
• Overlapping phrases dialog in Article Editor
• Unanswered tab available on Dashboard

For information on the individual features, visit https://support.bold360.com/ai.

View department-level workload

In Monitor View, you can view your departments' workload per channel in real time. To see this information, go to the Live Workload tab and select Department at the top of the page. See How to view department-level workload.

Assignment history of chats and messages

You can now view the assignment history of a selected chat or message in Agent Workspace. See How to find customer and assignment history.

View your Bold360 account configuration issues

You can now view issues with your account configuration and take the necessary steps to resolve them. See How to resolve account configuration errors.

• In Agent Workspace, the folder selector in the Canned Message panel now lists folders alphabetically in a multi-level hierarchy. Canned messages in a single folder are also sorted alphabetically. To create canned messages, see Canned messages for agents.
• The Bold360 Salesforce Connector (Bold360 Conversation Integration) can now display the ID of a record and create a Case record on the Contact tab of the Salesforce integration panel. To use these improvements, you must install the newest version of the installation package as described in How to install Bold360 Conversation Integration in Salesforce.
• In Agent Workspace, the following outreach-related information has been introduced:
  • At the top of the chat panel, you can now see whether the chat was started as a proactive chat (initiated by manual invitation or auto-invite, or triggered by outreach activity)
  • On the Customer Info Card, you can now see which outreach activity started the chat, which action in the outreach activity was triggered, and the outreach activity's rules. See Outreach details.
• Smart Advisor has been significantly improved and the new version is now available for Beta customers. Contact your Success Manager to try this feature.
  Note: This feature is only available with a Bold360 AI platform account.

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.2.6 and 20.3.1. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

• Users can now sign in with their email address instead of their user names
• Enhanced data sanitization
• New Widget Preview in Article Editor
• Letter Count in Article List and Article Editor
• Enhanced Widget Preview in Article Editor
• New sorting options for FAQs in widget configuration
• Enhanced Support Center Configuration
• Enhanced Search Optimizer 2.0

For information on the individual features, visit https://support.bold360.com/ai.

Additional customer details on the Customer Info Card

The Customer Info Card has been updated with additional information related to visit history, Outreach campaigns and custom details. See Where to find customer information.

Delay automatic chat distribution

You can now delay automatic chat assignment so that your agents can manually take a chat from the queue before Automatic Chat Distribution (ACD) assigns the chat. To delay ACD assignment, go to the Channels > Chat > Automatic Distribution page in the Admin Center. Then select Initial assignment delay and enter delay in seconds. See How to automatically activate chats (Automatic Chat Distribution).

Changes to the Chat Summary by Operator report

When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.