AI Console Articles

How do I export my knowledge base to Excel?

You can export the content of your knowledge base to an Excel file that contains details like the ID, the creation date, the intent and the answer of the article and the labels assigned to it.

To export your knowledge base to an Excel spreadsheet, please follow these steps:

  1. Log in to your account and navigate to Knowledge > All Articles.
  2. Choose (More).
  3. Select Export Knowledge Base and then Office 2007+ in the drop-down that appears.

    The export file contains the original IDs of the articles. This way, links to other articles work the same way as in the original knowledge base.

    Note: You can export a maximum of 5000 articles with this option.

For more complex exports, you must use our Export knowledge base API.

What is the Knowledge Base Usage Chart

The Knowledge Base Usage chart shows you how many questions were added or deleted in the knowledge base over a period of time.

To view the chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Usage Chart provides you with a brief overview of how customer support has been operating over a specified period of time. This data enables you to ascertain how your customer team is functioning.

The legend for the Knowledge Base Usage Chart is as follows:

  • The green line indicates the number of answers that were added to the Knowledge Base.
  • The blue line indicates the number of answers deleted.

See also: Knowledge Base size Chart

What is the Knowledge Base Size Chart?

To view the Knowledge Base Size Chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Size Chart shows you the volume of questions (including phrasings) and answers in the knowledge base. It also displays the volume of tickets in the inbox and the volume of items in the publishing center under the publish answers tab on a time scale.

All these metrics give you the progress of the system's learning process and knowledge base growth.

Notes:

  • The yellow line shows the number of questions and phrasings
  • The red line shown the number of answers.
  • The blue line shows the number of items in the publishing center under the publish answers tab
  • The green line shows the number of tickets in the inbox

See also: What is the Knowledge Base Usage Chart

How do I start creating my Knowledge Base ?

You can import an existing FAQ from a website, create articles manually or upload articles in a batch to fill your knowledge base with content.

You can populate the knowledge base software in 3 different ways.

Importing FAQ from a Website

You can create an instant Knowledge Base by importing an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Bold360 AI knowledge base.

  1. Go to Knowledge > Import FAQ.

    Result: The Import FAQ tab is displayed.

  2. In the Enter your FAQ URL field, enter the address (URL) of the FAQ that you want to import.
  3. In the Context section, specify the page type. This can be an internal knowledge base page for your support staff to use, or a public FAQ page.
  4. In the Product ID field, enter the name of the product for this Knowledge Base.You may have more than one product, each of which requires its own Knowledge Base.

Adding new answers manually

There is no need to put a lot of effort in collecting questions for the initial knowledge base, since Bold360 AI will learn new questions from your customer inquiries and new answers from your representatives.

How can I add a new article to my Knowledge Base?

Upload via an Excel sheet

We can upload articles via an Excel file directly into your knowledge base in Bold360 AI.

The Excel file must be Excel 2003-2007 Format.

How to import multiple articles in a batch with the API

For more information regarding uploading the articles via an Excel file, contact your Customer Success Manager, or contact our support.

How do I add another knowledge base?

Learn what to consider before adding a new knowledge base.

When you use a single Knowledge Base for multiple websites

Bold360 AI can support multiple websites from a single knowledge base.

If you have similar content with some modifications based on different categories or websites, you shouldn't create another knowledge base but rather use just one knowledge base with contextual answers. Web visitors can ask the same question, and get different answers based on any differentiating information you have on a customer such as the product or page they're currently looking at. See What are Bold360 AI contextual answers? to learn more.

When you have multiple Knowledge Bases

It is recommended to have separate knowledge bases for completely different content, for example, for internal and external use, completely different websites, a dedicated knowledge base per language and so on.

If you'd like to have an additional knowledge base, contact your Customer Success Manger.

Knowledge Base Labels

Knowledge base labels are categories you can use to organize content in the knowledge base or in the support center.

Knowledge Base Labels are categories that you assigned to articles to make organization of your Support Center easier and more efficient. You can arrange labels in a hierarchy to define how your Support Center is displayed. Labels also make it easier for you to search for specific topics and related answers.

Tip: Looking for information regarding Ticket Labels? See How do I assign a label to a Ticket?

Creating a Label

  1. Go to Knowledge > All Articles and click the Label icon.
  2. Click Create Label.
  3. The Content Labels window is displayed, where you can add, remove, edit and sort labels.
  4. Under Label Name, give your Knowledge Base Label an appropriate name and then select a color for your label.
  5. Save your changes. The label is displayed in the list of Knowledge Base Labels, and is displayed next to any article to which it is assigned.

Categorizing Knowledge Base Answers Using Labels

Categorizing Knowledge Base answers mean that you can easily organize your support page into groups of related topics for easy browsing of your customers.

  1. Go to Knowledge > All Articles, and select the article(s) to be categorized.
  2. Click the Label icon.
  3. Choose the relevant label to assign it to the article.

Categorizing Multiple Labels at Once

  1. On the Knowledge > Articles page, select the check box of an article (or articles).
  2. Click the Label icon () in the toolbar.
  3. Click Select multiple....
  4. Select labels and click Apply.

How to use the knowledge base launchpad

Use the knowledge base launchpad to create a knowledge base quickly and easily.

Note: The knowledge base launchpad is not available by default, it must be enabled for the knowledge base on account level. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Knowledge > Launchpad.
  2. Select one of the predefined packages depending on your business needs.

    Result: Once you select a package, a list of articles appears.

  3. Review and modify the articles as required.

    You have the following options for each article:

    Table 1. Options for knowledge base launchpad articles
    Option Description
    Live This option controls whether the article is imported to the knowledge base in online or offline state. All articles are set offline by default. If you set an article live, it will be immediately available on touchpoints once you launch the article.
    Article Title Displays the article title and the number of phrasings available for the article. Select the number to see the phrasings.
    Content The body of the article. You can add the content you want to present as a response to the question that is in the Article Title.
    (Delete) This option enables you to delete specific articles from the list.
    (Launch) With this option you can launch a specific article.
  4. Optional: Add new articles as you see fit.
  5. Launch all articles using the button at the bottom or launch articles one by one.
    Note: Once you launch a package in a knowledge base, it can't be launched to the same knowledge base again.
The articles you launched are available in your knowledge base under Knowledge > Articles.

What is the knowledge base launchpad?

The knowledge base launchpad in Bold360 AI enables content managers to jumpstart a knowledge base.

Note: The knowledge base launchpad is not available by default, it must be enabled for the knowledge base on account level. For more information contact your Customer Success Manager.

The knowledge base launchpad offers several packages content managers can choose from depending on the nature of the knowledge base they want to set up. The packages contain a set of intents with phrasings which serve as examples and guidance for content creation and can be changed. To access the knowledge base launchpad, go to Knowledge > Launchpad.

With the knowledge base launchpad, content managers can:

  1. Select from a list of predefined content packages
  2. Review the content of the package
  3. Edit the content of the package such as edit the intent, the phrasings and the content of the article
  4. Delete articles from the list that are not needed and add new ones
  5. Set articles live
  6. Launch the entire package or specific articles of the package to the knowledge base

See How to use the knowledge base launchpad to learn more about how to use the launchpad.

Automatic Language Translation using Google Translate API

Bold360 AI offers automatic language translation using multiple language translation engines. The translation engine supports more than 34 languages.

Features and Benefits

  • Language is detected automatically.
  • Answers and widget interfaces are automatically translated.
  • Once the translation symbol is shown, customers can see the text in the original language by clicking on the symbol.

How to activate the translation

You do not need an existing Google account to use Google Translate, but you must have the Google Translate Auto-Translation for Search feature enabled for your Bold360 AI account. Contact your Customer Success Manager for more information.

Translation Analytics

Bold360 AI offers comprehensive translation analytics at Analytics > Translations.

The analytics show the most popular languages, the most recent translated questions, and the number of questions that were asked, answered, and escalated via translation.

Creating Dedicated Language Knowledge Bases

Bold360 AI allows you to have a separate knowledge base per language. When a customer asks a question, the answer is provided from the knowledge base that matches the language of the question.

Make sure dedicated language knowledge bases have been created for you. Contact your Customer Success Manager for more information.
  1. In the AI Console, go to Touchpoints > Widgets > Get the code and select a widget.
  2. Choose the knowledge base of that specific language from the Choose Knowledge Base drop-down menu.
    Note: For slim widget, select Enforce KB and then select your knowledge base. For legacy code, select Get legacy embedded code and then select your knowledge base.
  3. Copy the code and insert it into the foreign language pages script.

How can I handle various languages on the same topic?

There are two recommended ways to support your customers in various languages:

  • Use one knowledge-base for your local language and provide on-the-fly automatic translations. Read more here.
  • Create several knowledge-bases; one for each language. This option will ensure more accurate translations. Read more here

Which languages does Bold360 AI support?

Depending on which feature of Bold360 AI you use, the following languages are supported:

In Conversational widgets
Dutch English French
German Hebrew Hindi
Norwegian Spanish Turkish
In Search widgets
Arabic Azerbaijani Bulgarian Chinese Croatian Czech
Danish Dutch English Estonian Finnish French
German Greek Hebrew Hindi Hungarian Icelandic
Indonesian Italian Japanese Korean Latvian Lithuanian
Malay Maltese Norwegian Polish Portuguese Romanian
Russian Serbian Slovak Slovenian Spanish Swedish
Thai Turkish Vietnamese      
In the customer 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
Korean Malay* Norwegian (Bokmal)* Norwegian (Nyorsk)* Polish* Portuguese*
Portuguese (Brazilian)* Punjabi* Romanian* Russian* Slovak* Spanish
Swedish* Thai* Turkish* Ukrainian* Vietnamese*  

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

In the Bold360 Agent Workspace
Dutch English French French (Canadian) German Hungarian
Italian Japanese Korean Portuguese (Brazilian) Spanish  

You can set up the support center as an integral part of your existing website using iframe.

  1. To set up the support center as a part of your existing page in iframe, add the following code to the website:
    Note: Remember to change the highlighted parts to your actual account settings.
    <!-- embedded support center code start -->
    <div id="nanorep-support-center"></div>
    <script>
    ! function(t, e, o, n, c) {
        var s = this.nanorep = this.nanorep || {};
        s = s[e] = s[e] || {}, s.host = c, s.path = n, s.domain = t, s.protocol = "https:" === location.protocol ? "https:" : "http:", s.on = s.on || function() { s._calls = s._calls || [], s._calls.push([].slice.call(arguments)) };
        var a = document.createElement("script");
        a.async = a.defer = !0, a.setAttribute("src", s.protocol + "//" + c + n + o), document.getElementsByTagName("head")[0].appendChild(a)
    }("your_support_center_domain", "supportCenter", "support-center.js", "/web/", "your_account_name.nanorep.co");
    </script>
    <!-- embedded support center code end -->
  2. Optional: To set predefined context values, place them after the support center domain as query parameters.

    Example: For example, the following code sets the Brand context category to be Apple:

    ("your_support_center_domain/?Brand=Apple","supportCenter","support-center.js","/web/", "your_account_name.nanorep.co") 
  3. Optional: The embed code in step 1 inserts the embedded support center with default settings. Override the settings in the Master Page template using the following code:
    <script src="//<%Site.nanoRepDomain%>/web/support-center.js"></script>
    <script>
    nanorep.supportCenter.init({  
                noDirectDomainAccess: false, // use "true" to disable direct access to support center     
                supportCenterDomain: '<%Site.nanoRepDomain%>', // Support center subdomain     
                mainSiteURL: '<%Site.MainSiteUrl%>', // Parent page URL     urlPrefix: '#/path' //prefix path for URL hash   });
    </script>

How do I add an additional phrasing to an existing article?

To add an additional phrasing to an existing question/answer, do the following:

  1. Go to Knowledge > All Articles in the Bold360 ai navigation menu.
  2. Search your question in your online Knowledge Base.
  3. Select your question (article) and click Phrasings.
  4. Enter a new phrasing and click Add.
  5. Click Publish to save the new phrasing.

How to create good phrasings for your article?

  1. Add synonyms. (For example: I want to buy tea: buy|porches|sell|stock|get etc.)
  2. Do not add more than 5-10 phrasings per article. That will make precision less accurate.
  3. Add keywords in your phrasings (from the previous example: tea).

For more information about phrasings, see these articles:

How do Synonyms work?

Best practices for phrasings and synonyms

How to create data source entities

Use data source entities in Bold360 AI to turn your data into smart conversations.

Make sure your widget is set to conversational. Learn more here.
In this example, we have a list of mobile phones and we want to create a bot that recommends users the best mobile devices based on their needs. We are going to set up a data source entity based on this list of mobile phones and then create an article that uses this entity.
  1. Create the list of mobile phones in a CSV file.

    A sample CSV file is attached at the end of this article. Learn more about the different data source options and requirements in this article.

  2. In the AI Console, go to Knowledge > Entities.
  3. Choose (Create Entity).
  4. Select data source entity for entity type.
  5. Provide a name and optionally a description for the entity.

    The entity name can contain letters, numbers and underscores. Spaces are not allowed.

    You can use the description to give the entity a more meaningful name or description that helps you identify it later.

    Example: Name your entity MOBILE_PHONES.

  6. Fill out the Data Source URL field.

    You can select the CSV file from your local computer and upload it to Bold360 AI' secure server or you can upload the file to a file hosting service like OneDrive and enter its URL here.

    Note: If you provide a link to the file's location, make sure it's publicly accessible.
    See What are the data source URL options? for more options.
  7. Set the response type to CSV.
  8. Choose LOAD.

    Result: The properties table is now loaded. Properties are the columns that are available in the data source file.

  9. Fill out the Properties table.

    See What are the property options for data source entities? and How do life cycle options work? to learn more about the options.

    Example:

    You should decide what questions the bot should ask the end users to offer the best possible recommendation about phones. In this example, the bot asks questions about brand, price range, and camera quality.

  10. Optional: Define fallback messages.

    See What are fallback messages? to learn more.

    Example: For this example, we enter Unfortunately, there's no mobile device that matches your preferences. for no results and set up a carousel to be displayed with the image, the brand and model, and the price if there are multiple results based on the customer's responses.

  11. Save your changes.
  12. Now go to Knowledge > Articles.
  13. Create a new article or open an existing one and add the entity in the article's body.

    In the article's body, create the final response of the bot: this is what the bot responds when there is a single mobile device to recommend. The response should use the entity to present the details of the selected mobile device. To insert an entity, you can either choose or enter [[ in the text editor and have a drop-down of all entities displayed. Once you add an entity to the response, the entity is automatically added to the article. You can expand the entity to see the questions that the bot may ask the user and adjust them to fit the article if needed.

    Note: You can drag-and-drop entities in the Article Editor to control the order of the questions in the conversation.

    Example: Intent: I want to buy a mobile phone

    Body: ?

  14. Publish the article.

You can now see the conversation in action in your widget ? just enter I want to buy a mobile phone.

Important: The bot doesn't always ask all the questions we set in the entity. It can automatically identify when there is no need to ask a question, for example, when there is only one possible result left. In addition, the order of the questions might differ as the bot automatically chooses the order based on what it estimates as the fastest way to get to a possible answer.

What are the best practices for ending a conversation with the bot?

Learn how to best set up the end of the conversation with the bot to make the most of the bot experience.

We recommend you provide a way to reengage the bot when your interaction is over, for example, as a response to Goodbye set Happy to help! Say 'hi' again if you need anything.. This way you make it easy for the user to reengage the bot when they come back.

How to create a post-chat survey

You can create a post-chat survey for bot conversations using a custom entity that captures the survey questions.

You can configure the conversational widget to present a post-chat survey if the user has been inactive for the specified amount of time. Customer responses collected with such a survey are stored as entities and can be extracted through the reporting API in the form of a table that includes all survey responses.
  1. Create a custom entity that includes the survey questions.
    1. In the AI Console, go to Knowledge Base > Entities.
    2. Choose (Create Entity).
    3. On the New Entity page, Select Custom Entity for Entity Type.
    4. Enter a name and a description for the entity.

      Example: For example, use survey as name and post-chat survey as description.

    5. Select Intent in the Life Cycle field.
    6. Add the survey questions to the Properties Table.

      Example:

      Table 1. Example questions for post-chat survey
      Name Detect Bot Query Error Message Life Cycle
      NPS Number On a scale of 1 to 10, how would you rate your experience? Please enter a number. Intent
      Comment Text What can I do to improve? You've entered a wrong format. (Default message) Intent
      Note: If you set up the entity as it is in this example, you can use the API configuration in this article with minimal adjustments.
  2. Create an article that uses the custom entity you just created.
    1. In the AI Console, go to Knowledge Base > Articles.
    2. Choose (Create Article).
    3. Enter an intent for the article.

      Example: For example, Post-chat survey.

    4. On the Content tab, choose Add Entity and select the entity you created.
    5. In the text field of the Content tab, enter the text you want to present to the user once they completed the survey.

      Example: For example, you could add Thank you for your feedback.

    6. Publish the article.
    7. Open the article you just created and copy its ID.
  3. Set your conversational widget to present the chat survey after the visitor has been inactive for a specified amount of time.
    Note: Besides presenting the survey article after the visitor has been inactive for some time, you can also set the survey article as a persistent menu value or add it to specific articles using a quick action button.
    1. In the AI Console, go to Touchpoints > Widgets.
    2. Select Personalize under the type of widget you want to present the post-chat survey.
    3. Select the knowledge base or URL to customize.
      Note: Make sure the widget you select is a conversational one.
    4. On the Conversation tab, enter the ID of the article you created for the chatbot survey in the Customer Inactivity Message field.

      Result: The Customer Inactivity Timeout field appears.

    5. In the Customer Inactivity Timeout field, specify the time in seconds that should pass before the survey is presented.
    6. Save your changes.

What are quick action events?

When using Quick Action buttons, a special event can be created.

An event can be setting a new context or changing an entity value. Events can help you gather more information about your users and their specific preferences so that the bot can present the most relevant content for them.

For example, let?s say we have a context called User Type, and its value are Basic and Advanced. Suppose we have an article providing a general overview of our product. We can add a quick button like Learn more with an event that changes the User Type context to Advanced. Therefore, when the bot displays the Learn more article, it presents the variation of the article that has Advanced context.

Important: For a context value to be successfully set using an event, the context category must have Detect from user search enabled.

How else can you use context-based quick action buttons?

Let's say, you want to offer different shipping information for website visitors who are currently looking at an item and visitors who have actually purchased that item. In this case, you can create a shipping-related article with two variations: one where the context called purchased is set to true and one without any context defined. Then in your main article, you create the quick action button and define an event to open the shipping-related article when the visitor clicks that button. In this case, visitors who are just looking for an item may find general shipping information, while customers who have purchased that item may see the date when they are supposed to receive their products.

Tip: You can use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.

Does Digital DX provide an accessibility-enabled experience?

Digital DX AI provides an out-of-the-box accessibility-enabled experience with our Slim Widget, which means we are certified to WCAG 2.0 AA .

For slim widgets, both conversational and search modes support accessibility for floating, side, and embedded widgets.

If you do not make changes to the basic functionality of the widget and UI, it will remain accessible. However, if any changes are made to color, fonts, or functionality of the widget, you may lose part or all of the accessibility experience.

Align with the accessibility requirements, or ask Digital DX AI to do for you, It is your responsibility to ensure that the changes you make do not influence accessibility.

What is the Bold360 AI Mobile SDK?

You can find the Bold360 AI Mobile SDK documentation in the Bold360 Developer Center.

You can also find information about our APIs and SDKs at the following websites:

New repository for mobile and HTML SDK documentation and code samples - https://github.com/genesys/

Legacy references still available:

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 reply to a ticket?

To answer an open ticket, do the following:

  1. Select a question to display the answer editor.
  2. At the bottom of the page, select one of the existing answers suitable for this question by using the Search for quick answers field, which presents suggested answers taken from your knowledge base. You can type in a query to find additional answers from the knowledge base.
  3. Click on a relevant answer to send this answer to the customer. You can edit the answer before sending.
  4. If no answer was found or you want to create a new answer, go to the Write Answer pane. A variety of links, images, videos and text types can be easily added to each answer using the toolbar.
  5. Choose one of the following options to choose what to do with your answer:
    • No, It's personal - to discard an answer after it is sent to the customer
    • Publish answer - Create an article from the answer and publish it into the knowledge base making it available for everybody
    • Decide later - Save the the answer and move it to the 'Suggested content' section under Knowledge. This answer will also be suggested to other agent's when answering a relevant ticket.
  6. At the Ticket Status field on the bottom left of the screen, select one of the following options:
    • 'Open' to define that this question still requires attention. The ticket will stay open and then added to the Open tickets queue.
    • Close to define that this question has been completely answered and no longer requires any more interaction with the customer. This ticket is automatically saved in the All Tickets branch, which contains all tickets' history.
  7. Click Send.

What browsers does the Digital DX AI widget support?

The Digital DX AI widget supports the following browsers to offer customers self-service on the go.

  • Google Chrome on Desktop and Android (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Safari on iOS, iPadOS, and macOS (Last 3 versions)
  • Microsoft Edge (Last 5 versions)

Internet Explorer 10 and above is also available to use but it is not a recommended browser as it does not maintain support modern security and web standards.

TLS encryption support

The Digital DX AI platform uses TLS 1.2 encryption. Earlier TLS versions are not supported.

You can enable TLS 1.2 in the Windows Registry.

How to set up the Smart Advisor touchpoint

Smart Advisor provides agents access to the company's knowledge base and offers them answers real-time based on what the visitor is asking in the chat.

Important: Smart Advisor is available to agents if the Agent Workspace is integrated with Digital DX AI and it is enabled on both platforms. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Touchpoints > Widgets and choose Personalize for the Smart Advisor widget.
  2. Select a URL or knowledge base to customize.
  3. On the Basics tab, change the configuration based on your business needs.

    You have the following options:

    Name Description
    Display Article Last Update Select this checkbox to display when an article was last updated and who did the last update in the Smart Advisor. This information can be useful to agents: they can see whether the information is up to date and who they can contact about the article.
    Display Article Labels Select this checkbox to display labels associated with an article in the Smart Advisor. Labels can help agents decide if the content of the article is relevant to their query.
    Context info Add the context values to be considered when articles are displayed in Smart Advisor. This controls what content agents can access.
    Auto-complete count Enter the number of suggestions to be displayed in the auto-complete. If you enter 0, auto-complete is disabled. You can display up to 10 articles in the auto-complete.
    Comments Select this checkbox to enable agents to leave comments on existing articles. These comments are visible to all other agents in the Agent Workspace. Knowledge managers can find these comments on the Comments tab in the Article Editor for the relevant article.
  4. On the FAQ tab, set up an FAQ to display in Smart Advisor.
  5. Save your changes.

Support Center Customization

The support center is fully HTML supported and you can change the templates within its HTML code.

Tip: Check out this video to see support center configuration in action.
  1. Go to Touchpoints > Support Center and click the Page Templates tab.

    Result: The HTML Master page set-up is displayed, which you can then customize using placeholders (documented here).

  2. Use the special syntax in the tables below to insert the dynamic content (i.e article body) to your pages.
    Table 1. Entity Selector Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < nR:Entity type="label" id="B025" >

    Selects the specified label by ID

    label

    Entity Selector

     

    < nR:Entity type="article" id="B025" >

    Selects the specified article by ID

    article

    Entity Selector

    Table 2. Repeater Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

    labelId = -1 articles with no parent labellabelId = < %Label.ID% > current label ID, maxItems, sort(=faq), days

    < nR:Repeater type="article" sort='faq' labelId='1234' > ... < /nR:Repeater >

    Repeater's enclosed code for each article in the specified enumeration. For information on sorting articles in your Support Center, see How to change the sorting of support center articles

    article

    Repeater

    labelId, maxItems, sort(=faq), days

    < nR:Repeater type="attachment"> ... < /nR:Repeater >

    Repeater's enclosed code for each attachment for current article

    attachment

    Repeater

     

    < nR:Repeater type="phrasings"> ... < /nR:Repeater >

    Repeater's enclosed code for each phrasing for current article

    phrasing

    Repeater

    type='root'/'all'/'nestedUnder/list' maxItems='10' (OPTIONAL)

    < nR:Repeater type="label"> ... < /nR:Repeater >

    Repeats for each Label

    Label

    Repeater

      < nR:IF condition="Site.IsMultiKB" > < nR:Repeater type="language" > < a href="< %Lang.URL% >" >< %Lang.Code% >< /a > < /nR:Repeater > < /nR:IF > Repeats for each separate language KB Language KB Repeater
    Table 3. Value Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < %Site.Name% >

    Configured site name

    Site.Name

    Value

     

    < %Site.Domain% >

    Configured site domain

    Site.Domain

    Value

     

    < %Site.URL% >

    Configured site URL (includes http/s)

    Site.URL

    Value

     

    < %Site.Account% >

    Configured site Account

    Site.Account

    Value

     

    < %Site.KBID% >

    Current knowledge-base ID

    Site.KBID

    Value

     

    < %Label.Name% >

    Label name

    Label.Name

    Value

     

    < %Label.ID% >

    Label ID

    Label.ID

    Value

     

    < %Label.Link% >

    Link to dedicated label page

    Label.Link

    Value

     

    < %Label.Count% >

    Amount of elements in label

    Label.Count

    Value

     

    < %Label.PositionInPath% >

    0 based index of position in current path, -1 returned if label is not in path

    Label.PositionInPath

    Value

     

    < %Article.ID% >

     

    Article.ID

    Value

     

    < %Article.Title% >

     

    Article.Title

    Value

     

    < %Article.Body% >

     

    Article.Body

    Value

     

    < %Article.Link% >

     

    Article.Link

    Value

     

    < %Article.AttachmentCount% >

     

    Article.AttachmentCount

    Value

     

    < %Article.Attachment.URL% >

     

    Article.Attachment.URL

    Value

     

    < %Article.Attachment.Name% >

     

    Article.Attachment.Name

    Value

     

    < %Article.MetaDescription% >

    Articles Meta-Description

    Article.MetaDescription

    Value

     

    < %Article.PhrasingCount% >

     

    Article.PhrasingCount

    Value

     

    < %Article.Phrasing% >

     

    Article.Phrasing

    Value

     

    < %Repeater.Ordinal% >

    The ordinal for current repeater loop

    Repeater.Ordinal

    Value

    Use in condition "Page.Type=Home" to check page type:Home/Label/Article

    < %Page.Type% >

    Determines the current page type

    Page.Type

    Value

    checks if current Label is the current page label

    < nR:IF condition= "Article.IsPageArticle" >

     

    Article.IsPageArticle

    Value (condition only)

    check if the current Article is the current page article

    < nR:IF condition= "Label.IsPageLabel" >

     

    Label.IsPageLabel

    Value (condition only)

     

    < %Site.NanorepDomain% >

    Places Digital DX AI servers domains

    Site.NanorepDomain

    Value

     

    < %Page.Error% >

    The error that is displayed

       

How to set up auto-replies in Digital DX AI?

You can set up automatic replies to your customers' emails. This is useful when you want to confirm that you have received an email.

  1. On the Admin Center > Ticketing Settings page, make sure you have a ticketing rule. See How do I create a rule in the Ticketing system?
  2. On the Ticketing Basics tab under 3rd party integration, type your organization's email address where you want to forward emails to.
  3. Select Basic for ticketing integration mode.
  4. Select the Pass customer mail address in Reply-To field option.
  5. Create the content of your automatic reply. See How to create an auto-reply when tickets arrive?
  6. Click Save Changes.

Setting Up Your SMTP Server and Your Ticketing System

Setting up the Digital DX AI ticketing system with your SMTP server is part of your initial configuration and setup process. The Digital DX AI ticketing system is the default ticketing system available to you, offering the ease of out-of-the-box technology, and automatically connecting to your knowledge base. The system also enables agents to leverage the Digital DX  AI knowledge base, meaning that they can provide full and accurate answers to customers in a speedy, efficient and timely manner.

There are three steps involved in setting up your ticketing system to function correctly and work in the most efficient manner possible:

  1. Setting up incoming mail
  2. Setting up outgoing mail
  3. Assigning Groups

Step 1: Setting up incoming mail

Once you have your Digital DX AI account, the first step in setting up your ticketing system is to configure your SMTP server to forward incoming customer support emails to the Digital DX AI ticketing system.

  1. Digital DX AI provides you with a default email address that will serve as the inbox address to be specified in your SMTP server. To access this default address, from your Digital DX AI dashboard, navigate to Admin Center > Ticketing Settings > Ticketing Basics.
  2. The default email address is displayed in the Inbox Address field.
    Note: If you have more than one Knowledge Base in your system that contains external information used by and relevant to customers, you have more than one default inbox email address and a separate procedure should be executed for each Knowledge Base.
  3. Configure your SMTP server to forward incoming email messages to the default Digital DX AI email inbox address.

Sending Ticketing to Specific Departments

You can further hone the scope of how customer support tickets are handled, by creating email ticketing specific to an internal department of the company, such as Sales, Marketing, IT Support or Billing.

  1. Create a specific Labels inbox for each department.
  2. Click Admin Center > Ticketing Settings > Ticketing Basics.
  3. Click the More Addresses link, under the default email address in Ticketing Basics. In the drop-down menu available, a unique Digital DX AI inbox address is shown for each label.
  4. Select the label you require. This enables you to configure your SMTP server and create a specific, drill-down email address for a specific internal department in our company, that are sub-set emails of the initial email address displayed in the previous procedure, and that you can configure in your SMTP server.
Important: You must create these labels prior to performing the setup procedure.

Step 2: Outgoing Mail

The next step is to specify how outgoing customer support mail is handled, by configuring your SMTP server for outgoing mail.

  1. From your Digital DX AI dashboard, navigate to Settings = > Ticketing = > Ticketing Basics and go to the Outgoing Mail section.
  2. Specify the following fields:
    • Sending email from: Enter the name you wish to appear as the sender of any customer support email in the first field, and the email address from which these emails should be sent. Note: These settings must also be configured in your SMTP server.
    • Ticket status on reply: Choose either Closed on first reply or Always Closed, according to your company's customer support policy.
  3. Select the Send emails through custom SMTP server checkbox.
  4. Enter your SMTP host, username and password, and select the Server requires authentication and Use secure connection (SSL) checkboxes according to your SMTP setup.
  5. Click Save Changes.

Digital DX AI then performs a verification of the entered SMTP settings to check that the SMTP server can function. The settings will only be saved once the verification has determined that they are correct. The verification may take a few minutes.

If the verification fails, a message is displayed, with an explanation as to why the SMTP settings were not saved.

Step 3: Assigning Groups

You can further subdivide labels into groups to easily manage which agent handles what kind of ticket. User groups help differentiate between agents and their responsibilities, by enabling permissions to a group that determines which tickets can be assigned to members of that group. To create a group, do the following:

  1. In the AI Console, go to Admin Center > Users.
  2. From the menu on the top, click Groups > Create Groups link to display the Group Editor.
  3. Click the settings icon to configure the group settings.
  4. On the Advanced tab, select whether tickets are assigned to all agents or agents only from a specific Knowledge Base.
  5. Optionally, select whether agents can see all tickets to "cherry-pick" those, see all tickets but can choose only certain tickets, or see only those tickets which are assigned to them.

What are the ticketing integration modes?

Digital DX AI supports all e-mail forwarding integrations, which can be used across CRM and ticketing systems such as Salesforce, Kayako, or Zendesk.

Digital DX AI supports two e-mail forwarding modes:

  • Advanced: each e-mail is forwarded to the CRM with a reply address to the Digital DX AI system. When the CRM system 'replies', the answer is saved in Digital DX AI and sent to the customer by Digital DX AI.
  • Basic: each e-mail is forwarded to the CRM as if it was sent from the customer himself (with the customer's e-mail as the actual reply-to address). The CRM 'replies' directly to the customer. The CRM can 'cc' the Digital DX AI inbox so that Digital DX AI to learn the answer.

The email forwarding integration can be set under: Admin Center > Ticketing Settings > Ticketing Basics tab and then select 3rd party integration.

Digital DX AI Ticketing System Overview

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

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

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

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

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

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

With the ticketing system, you can:

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

How do I define conversational flows?

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the Conversation tab in Digital DX AI.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor in the Article Editor.
  3. Select Add Flow.
  4. Add the main answer in the Content field that appears.
    Tip: If you want to display the content in multiple bubbles, enter the <page_separator/> tag in the text where you want to separate the content.
  5. Optional: Add rotating content.

    You can add variations for the content to create a more human-like user experience.

  6. Select +Child to create the options.
    Note: It is recommended to use between 5-7 quick buttons to avoid scrolling on the page.
  7. In the Title field that appears, enter the text you want to display on the button.

    The text on the button can be up to 20 characters long.

    Tip: Use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.
  8. Select the type of button you want to use.

    You can either use quick buttons or persistent buttons. Quick buttons appear under the content as separate buttons and once the user selects an option, the rest of the options disappear. Persistent buttons appear as a list under the content and all of them remain visible to the user after they select one. Use the quick button if only one of the options is relevant to the user. Use the persistent buttons if multiple options could be relevant to the user.

  9. Add the content that is to be presented upon clicking the button.

    You have the following options:

    • Content: Enter the content that is to be presented to the user when they click on the button.
    • Variation ID: You can specify the article variation that is to be presented to the user.
    • Article: Use this option to direct the user to an answer in the knowledge base. You can search for articles by title.
    • Statement: Use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: You can create a link to a webpage with this option.
    • Phone Number: You can use this option to add a phone number and call the number defined when clicked.
      Note: Using this option affects the channeling score for phone on the Dashboard. For more information about the channeling score see What do I see on the Dashboard?.
    • External: Use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  10. Optional: Besides plain text, you can also insert HTML elements in the conversation tree to enhance the conversation's look and feel, as well as its functionality. For example, you can enter a link in the conversational statement by adding an HTML tag in the Article Editor's text field.

How can I report that I found personal data?

Digital DX AI has a built-in mechanism to replace personal data with asterisks in user searches, but sometimes you may still find personal data in Search Optimizer, on the Dashboard or in Reporting.

In the AI Console, users with view permission for Analytics have the option to mark user queries that contain personal data so that they can be removed. You have modify permission for Analytics? Follow these steps to obscure and remove the data.

  1. Go to Analytics > Reports.
  2. Run a report that contains the Query field.
  3. Find the query that contains sensitive data and choose (Personal Informaition in Query).
The icon turns red and the value of the Holds PII column changes to True for the query.

How do I review overlapping phrasings?

While editing an article, you notice that it has overlapping phrasing.

Digital DX AI enables knowledge managers to easily optimize phrasings by providing a list of articles that use the same or similar phrasing.

  1. In the Article Editor, select Overlapping phrases above the intent.

    This button is only available for an article that contains overlapping phrasings with other articles.

  2. On the Overlapping phrases dialog, select an article from the list to open it for editing on a new tab.
  3. Edit the phrasing of the article you just opened or go back to the original article and edit the relevant phrasing there.

    Unique phrasings ensure visitors get the most relevant results during search.

  4. Publish the articles.

What about security in the Digital DX AI platform?

We work hard to ensure your security and recognize its importance:

  • Bold360 AI servers are hosted on Amazon's EC2 cloud, it is secured via AWS firewall services to insure that customer knowledge & data are safe.
  • Manage access to our servers is restricted to TLS cryptography.
  • Each of our customers is assigned a unique set of login credentials that only allows access to the customer's own cluster of data. All passwords are enforced for a strict complexity policy. Access to your data is only granted to privileged users in your organization and Bold360 AI privileged users.

Add increased security for Slim and Harmony widgets

To increase the level of security, Digital DX AI introduced Cross-origin resource sharing (CORS) policies to the APIs. This enhancement enables you to restrict your widgets and Support Centers to a single URL domain or a list of domains. If a malicious intruder copies your HTML snippet code and adds it to any other site, the widget or Support Center on that site will not work.

Until now, you could define the URL of a secure Support Center in the Main Site URL field on the Touchpoints > Support Center > Settings page. From now on, to set up a secure Support Center, do the following:

  1. On the Touchpoints > Support Center > Settings page, copy your Support Center URL from the Main Site URL field.
  2. Go to the Admin Center > Preferences page.
  3. In the Allowed Origins field, paste your Support Center URL that you have copied from the Main Site URL field.
  4. Add your main customer website URL to the list.
  5. Save your changes.

For more information and to see more Bold360 certifications, please visit the LogMeIn Trust & Privacy Center.

How to copy support center settings between knowledge bases

When you already have a support center, you can copy the settings of the support center from one knowledge base to another so that you don't have to start from scratch.

  1. In the AI Console, go to Touchpoints > Support Center.
  2. At the top of the page, choose Copy Support Center.

    Result: The wizard is displayed.

  3. In the Select Target Support Center step, select the knowledge base where you want to replicate the existing support center in the Target KB field.
  4. In the Target Support Center, choose the support center in the target knowledge base into which you want to copy the settings.
  5. Select Next.
  6. In the Select Templates to be copied step, choose the support center templates that you want to copy to the new knowledge base.

    These are the templates that you can find on the Page Templates tab of the Touchpoints > Support Center page.

  7. Select Next.
  8. In the Select Support Center Settings to be copied step, choose the settings you want to copy to the new support center.
  9. Select Next.
  10. In the Summary and Confirmation step, choose Apply and when prompted, confirm that you want to overwrite the existing support center configuration in the target knowledge base.
    Important: Once you overwrite a support center configuration, you can't revert it to an earlier version.

How do I configure Digital DX AI outgoing mail settings to use gmail SMTP server?

To use the Gmail SMTP server, do the following:

  1. In the AI Console, go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, select Sends emails through custom SMTP server.
  3. Set the following settings for the custom SMTP server:
    • SMTP host: set the SMTP port to 587. For example, smtp.gmail.com:587
    • Type your SMTP server username and password.

Conversion tracking analytics

Note: Conversion tracking has been integrated into Proactive Outreach. For more information, contact your Customer Success Manager.

Conversion tracking measures how Digital DX AI affects sales on your website over time.

Digital DX AI uses a split traffic test. Website traffic is split into a Digital DX AI group and control group. This allows the tracking of both conversion rate and average order value, with and without Digital DX AI.

To enable conversion measurement:

  1. Navigate to Analytics > Tracking.
  2. Create a new Journey as described here.
  3. Implement the conversion script on your website. Charts with conversion analysis data are displayed.
Note: The Revenues parameter must be entered in the script for AOV and Incremental Revenue charts to be displayed.

Conversion rate chart

This chart shows the conversion rate of your site for the Digital DX AI group versus the control group (visitors without Digital DX AI).

Formula: Conversion Rate = (Number of Conversions / Number of Visitors) x 100.

AOV Average order value chart

This chart shows the Average Order Value of your site for the Digital DX AI group versus the control group (visitors without Digital DX  AI).

Formula: AOV = Total Revenue / Number of Conversions

Incremental revenue chart

This chart shows the difference in sales revenue between the Digital DX AI group versus the control group (visitors without Digital DX AI). For this calculation, control group sales are represented by extrapolated data that works on the assumption that all visitors are in the control group.

Formula: Incremental Revenue = Digital DX AI group Revenue - (Total Visitors x Conversion Rate Control Group x AOV Control Group).

  • Total revenue assisted by Digital DX AI is the total revenue from users in both groups during the selected time period.

Funnel chart

  • Total visitors: The total number of visitors to your website.
  • Visitors: The number of visitors who are shown a Digital DX AI widget versus those who are not (Control Group).
  • Converted: The percentage and total number of purchases made by users who used Digital DX AI versus those who did not.
  • Average order value: Provides you with the amount dependent on your currency set up by the amount of order revenues which were increased by users with Digital DX AI widgets against those who are not displayed with the Digital DX AI Widgets.
  • Total revenue: Total sales revenue from users who saw a Digital DX AI widget versus those who did not.

Details/logs

This chart is divided by two sections.

  • Topics leading to conversion: Questions asked by your customers on Digital DX AI before conversion.
  • Recent Conversions: A log of conversions tracked on your website.

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 enable hybrid (bot and agent) conversations?

When a conversation is channeled to a live agent, the bot may remain active and offer auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.

To enable hybrid conversation, do the following:

  1. In the AI Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Bot suggestions remain active after channeling.
  4. Save your changes.

How can I test responses without adding them to my search history?

Use the preview tool to test responses, without affecting your analytics and the search history.

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget, click Preview. The preview widget is affected by the master settings, every change in these settings will effect the preview widget.

How to exclude dates from the SLA business hours?

In some cases, such as holidays and national holidays, it is important to add exclude dates to your SLA business hours.

  1. Go to Admin Center > Ticketing Settings > SLA Tracking.
  2. Under Special working days, click Add new.
  3. In the calendar, choose the date to be excluded in the SLA, then select Exclude.You can also choose Include to apply specific SLA hours for a specific date.
  4. Click Save changes.

Google Analytics Integration overview

Bold360 AI allows you to track your visitor's behavior and activity using the Google Analytics platform.

Note: If you are using Google Analytics 4, you'll need to implement custom code on your website to send data. For more information contact your Customer Success Manager.

There are two ways to implement Google Analytics snippet: synchronous and asynchronous. Currently, we only support the asynchronous snippets.

Google Analytics integration is enabled by your Customer Success Manager and you will be able to see the results in your GA Dashboard within 24 hours of activation.

Our goal is to allow maximum transparency and usability of the Bold360 AI framework to drive a better customer experience and, ultimately, value: BI, conversion increase and cost-reduction.

Custom events

If you want to send additional/customizable events, you can use our events API to trigger custom functions, including Google Analytics sending sequences. See our Events API documentation below:

Bold360 ai Events API (Arcade and Modern)

Bold360 ai Events API (Slim)

If you use our Support Center, it is also possible to add custom events for visitor's interaction there. For example, you can track click events on navigation, escalations, articles feedback and so on.

What is a conversational bot and why do I need it?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

  • Continuous conversation
  • Conversational prompts
  • Dynamic content and personalization
  • Buttons and selection options
  • Image Galleries
Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.

Example

Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.

Example

How can I add conversion tracking?

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

Here's how to add a new journey (also known as conversion tracking script):

  1. Go to Analytics > Tracking.
  2. Click New Journey Tracking at the bottom of the page.

    Result: The New Journey page is displayed.

  3. On the New Journey page, enter a name and click Next.

    Result: The [New Journey Name] page is displayed.

  4. Set up your journey script:
    1. Track visitors' URL - Choose the domain to which you want to add the journey script and collect journey analytics.
      Tip: To add the journey script to all of your domains, select All Domains.
    2. Track my sales revenue - Include sales revenue in your journey script. You must choose a currency.
      Important: Revenue statistics/analytics will be unavailable unless you enable this option.
    3. Split test control group - Specify the percentage you want to measure within the control group - that is, the number of visitors who will not see a Bold360 AI widget.
  5. Click Next.

    Result: The conversion tracking code snippet is displayed. Here's a sample code snippet:

    <script type='text/javascript' src='https://my.Nanorep.com/~YOUR_ACCOUNT_NAME/common/API/trackConversion.js? account=YOUR_ACCOUNT_NAME&id=JOURNEY_ID&sid=39316202&revenue=TOTAL&orderId=ORDER_ID'> </script>
  6. The code contains placeholders. You must replace these with real values to correctly track your sales:
    1. Replace TOTAL with your current sale value in your currency. For example, revenue=50.00
    2. Replace ORDER_ID with your order ID. The order ID parameter is a dynamic parameter, based on the order ID on your site.

What are the best practices for the bot's introduction message?

Learn how to best set up an introduction message for the bot to make the most of the bot experience.

When the widget is presented, display an introduction that follows these guidelines to set proper expectations:

  • Let customers know they are chatting with a bot or virtual assistant and not a live person. We recommend you include terms like bot or virtual assistant in the introduction message. Be consistent in how you refer to the chatbot.

  • Give a few examples or some explanation on what the bot can and can't answer, for example, I understand short and simple questions best.
  • Tell customers what happens if the bot can't help, for example, they can start a live chat or call customer service, depending on what channeling you have set up.

Making clear that the customer is engaging with a bot and not a human being sets the customer?s expectations and prevents disappointment and frustration. It also encourages the customer to phrase their questions appropriately.

Tip: We recommend adding the introduction message as an FAQ title in the widget configuration, rather than specifying an auto question. An auto question may count as an interaction and therefore engagement and as such could end up in reporting.

How to create an API key in Bold360 AI

API keys enable you to utilize the API capabilities of Bold360 AI.

An API key is a unique identifier that you can use to integrate other systems like Bold360 Agent with Bold360 AI. You can define multiple API keys, and each one may have its own permissions.

  1. In the AI Console, go to Admin Center > API keys and select Add API Key.

  2. Name your API key at the top of the page.

    Example: If you're creating an API key for integration with Bold360 Agent, you could use the Bold360 Live Chat name.

  3. Under Permissions, select the permissions for this API key.

    Example: If you're creating an API key for integration with Bold360 Agent, grant Write access for all categories.

    Important: If you define Write permissions, restrict access to either IP ranges or referrer domains.
  4. Under Allowed knowledge bases, select the knowledge bases that this API key can access.
  5. Under Allowed IP ranges, you can restrict access to specific IP addresses or ranges.

    Enter either a single IP or a range of IPs. You can define one IP or an IP range per line. If you don't want to apply restrictions, you can indicate by enabling Allow All IP Ranges or by entering 0.0.0.0-255.255.255.255.

  6. Under Allowed referrers, you may restrict access to requests originating from specific referrer domains.

    Enter one domain per line.

  7. Choose Generate API Key.
What's Next? Copy the API key to use it during setting up the integration. Follow these steps to integrate Bold360 AI with Bold360 Agent.

How do I copy a touchpoint's configuration?

You can export a touchpoint's configuration and then create a URL-based touchpoint with the same settings.

How to export a touchpoint's configuration

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Select a knowledge base or URL to see the touchpoint settings.
  4. Click the Export Configuration button to save the configuration to a JSON file.

  5. Save the file.

How to import a touchpoint's configuration

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Click Add new URL next to the drop-down list.
  4. Enter the customization URL and select File to copy the configuration from the exported JSON file.
  5. Click Choose File to select the configuration file.
  6. Click Save.
It may take a few minutes to import your touchpoint configuration.

How to display a warning message for long customer questions?

You can display a message when a customer's question is too long and hence it is unlikely to receive a relevant answer.

To define a message, do the following:

  1. In the AI Console, go to Touchpoints > Widgets > Floating widget.
  2. Click Personalize.
  3. Select a knowledge base or URL to customize.
  4. On the Texts & Colors tab, you have the following options:
    • Maximum length of user queries - Defines the maximum length of a customer's question that cannot be exceeded. This value does not have an effect on when the Warning for long queries is displayed.
    • Query length for displaying warning - Defines a threshold for the customer query's length. When this threshold is exceeded, the message defined in the Warning for long queries field is displayed.
    • Warning for long queries - Defines the warning message that is displayed to the customer
  5. Save your changes.

How to use a warning message - an example

Let's say you don't want your customers to have questions with more than 40 characters and when they type 30 characters, you also want to let them know that their question is getting too long.

In this case, you would set the Maximum length of user queries value to 40 as this prevents customers from typing more than 40 characters. At the same time, you would set Query length for displaying warning to 29 so that when this threshold is exceeded (when the customer types the 30th character), a warning is displayed.

Notice that if you want to display a warning exactly when the maximum length is reached, you would have to set the value of the Query length for displaying warning to one character less than the maximum length defined. If you set both values to the same value then the query length threshold will never be exceeded and, therefore, will never be displayed.

How to get post-chat survey feedback data

You can use the reporting API to get the customer responses collected with post-chat surveys.

Important: Make sure you set up a post-chat survey as described in this article and you have been using it for at least a week, or have tested it a few times.

To get the feedback customers provided to the post-chat survey, use the following configuration:

Note: Make sure that the API key you use has access to all knowledge bases.
Change the parts of the configuration that are highlighted in bold. If you have set up the custom entity and the article title as it is in the example in this article, then you don't need to modify anything else in the API configuration below. If you added or modified questions, make sure to update the underlined parts of this API configuration.
http://AccountName.nanorep.co/api/report/v1/get?account=AccountName&apikey=4464f171-dfb9-461c-9ae2&days=7&fields=source.kb_name,source.time.date,content.articleTitle,content.entities.survey:NPS,content.entities.survey:Comment&content.articleTitle=post-chat survey&source.kb_name=English&format=CSV

The resulting report will look like this:

Smart Advisor: Chatbot-assisted conversations

When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

These instant answers ultimately provide better user experience and increase agent efficiency: they allow agents to spend less time searching for answers, and improve Average Speed to Answer (ASA) in reporting.

Note: This feature is only available with a Bold360 AI platform account.

Important: You must have the Actions > Chats > Suggest response as Smart Advisor article permission enabled to use this feature.

During a conversation with the chatbot, customers have the option to connect to an available agent, if there are any. When the chat is transferred, the agent can view the full history of the conversation between the customer and the chatbot and continue that thread. The customer and the agent always use the same set of knowledge base articles.

When the customer sends a message to an agent, the chatbot analyzes that message and offers the most relevant answers to the customer's messages. These answers are listed on the Smart Advisor panel, which replaces the Canned Messages panel when the customer chats in a Bold360 ai chat window. Smart Advisor considers only those customer messages that have been sent since the agent's last interaction.

To copy the best answer to the message panel, click that response. You can edit your message before sending.

If your articles have contexts as well, you can select the relevant article variation from Smart Advisor panel.

Search Smart Advisor for help

You can manually search Smart Advisor articles when you are looking for results not listed automatically. To do so, type your question in the Search field. Automatic suggestions are provided as you type. Titles of the relevant articles are listed dynamically as you type your question. To see the content of an article, click its title. All previously displayed results are removed from the Smart Advisor panel.

To get the best search results, consider the following:

  • Grammatically accurate words return more relevant answers
  • Avoid very long phrases and generic statements

How to rate a Smart Advisor response

When Smart Advisor offers you responses, agents can always rate those responses.

  1. Click the arrow on the right of the suggested response to expand the article if not fully visible.
  2. Click Yes or No at the bottom of the article to rate whether the article was helpful.

    When you rate an article as not helpful, you can further categorize the problem with the article and suggest improvements. This rating improves the results that Smart Advisor provides.

How to suggest a response as a Smart Advisor article

When you cannot find a relevant answer to a frequent question, you can suggest your response as a Smart Advisor article. After approval, these articles are immediately available to every agent. To make a suggestion, do the following:

  1. Hover the mouse over one of your previous answers.
  2. Click Suggest as article .

Your answer must first be approved by a Bold360 ai knowledge base content manager before it becomes an article. You will not get any notification when your answer is approved.

Digital DX AI setup

The Digital DX AI platform offers customers chatbot-enabled self-service and introduces Smart Advisor, which provides agents with the best possible answers to customer questions during chat. The chatbot handles customer queries and provides a consistent front-line customer care experience. This way, Digital DX delivers the best of both chatbots and agents to solve customer issues.

Note: This feature is only available with a Digital DXAI platform account.

With your Digital DX AI platform account, you also get access to the Web Admin Console, where you can customize your AI-enabled chat window. Here you can also manage the content of the knowledge base that contains help articles that both the chatbot and the Smart Advisor panel show. The Digital DX AI platform is a service that provides a chat window with AI-enabled customer assistance after it is integrated into Digital DX. The layout of the chat window and the content of the help articles are controlled by the AI Console.

To use Digital DX AI, you must set up a link between the Web Admin Center and the AI Console by creating API keys:

  • To use the chatbot, create an API key, which connects the Digital DX AI and Agent platforms
  • To set up channeling, create a Digital DX Agent API access key. Depending on the number of channeling paths, you may have to create multiple Digital DX API access keys.

If set up correctly, customers receive self-service help from the chatbot and agents can use Smart Advisor to answer customer queries. See Smart Advisor: Chatbot-assisted conversations.

About channeling

When your customers request help from a human agent while interacting with the bot, the chat is escalated to a live agent in your organization. In the Web Admin Console (for the AI platform), chat escalation is called channeling. You may set up multiple channels to cater for your customers' needs. For example, you may use different knowledge bases to serve different audiences, in which case you must set up a channel for each knowledge base. With the Digital DX Agent API access key, channel settings are linked to a chat window and during channeling these settings are applied.

Whether customers receive help from the bot or chat with a live agent, they see the same chat window. Customers do not experience any change when a chat is seamlessly transferred from the chatbot to a live agent. They continue the conversation in the same window.


Figure 1. Customer's view when Digital DX AI is activated

What features are available in Digital DX?

Depending on whether you use a web-based client, such as the Agent Workspace, or the Desktop Client, this feature parity list shows what features are available to you.

Feature Agent Workspace Desktop Client
AI integration yes  
Data protection (GDPR) yes  
Facebook Messenger yes  
PIN invite (Chat) yes  
PIN invite (Remote Control) yes  
Omni-queue yes  
Recording remote sessions yes  
Smart Advisor yes  
Video chat yes  
A/B testing (Experiments) yes yes
Active Assist / Co-browse yes yes
Agent collaboration / discussion yes yes
Agent statistics yes yes
Assignment history yes yes
Auto Answers yes yes
Automatic chat distribution/load balancing yes yes
Block / Unblock customers during chat yes yes
Business hours exceptions yes yes
Canned messages yes yes
Canned message filtering yes yes
Chat Recovery yes yes
Chat translation with GeoFluent yes yes
Chat unavailable email form yes yes
Conversion history yes yes
Custom chat wrap-up yes yes
Customer history yes yes
Data obfuscation (part of the chat window setup) yes yes
Data retention settings yes yes
Data validation yes yes
Department rollover yes yes
Deploy across unlimited domains yes yes
DIY integration yes yes
Drag and drop hosted images from a website to the conversation yes yes
Email management yes yes
Email signature yes yes
Export chat data yes yes
File transfer yes yes
Flag work items yes yes
IP denylist yes yes
Insert image, spell checking, and typing indicator yes

(the browser handles spell checking)

yes

(the system handles spell checking)

Layered chat windows yes yes
Live chat yes yes
Mobile-aware chat windows yes yes
Monitor View / Grid View yes yes
Permission control yes yes
Post-chat survey yes yes
Proactive chat invitations  

Learn how to find answer, in product, with Bold360.

 

Ticket Export API

You can use the Bold360 AI Ticket Export API to download ticket data to XML or CSV format.

Syntax

https://my.Nanorep.com/common/api/ticketexport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=KB&label=labelid&month=7&year=2013&includeText=true&closeOverdue=true&format=xml

Parameters

Name Description
username The username used to log into my.Nanorep.com (user account requires KB manager or admin permission).
password The password used to log into my.Nanorep.com (user account requires KB manager or admin permission).
kb The target Knowledge Base.
label The label ID when you want to export tickets from a specific label.
month The target month, for example 7.
year The target year, for example 2013.
includeText Set to true to include the ticket correspondence.
closeOverdue
  • Set to true to return overdue tickets
  • Set to false to return tickets that were not overdue
format Format should be set to one of the following:
  • xml
  • csv

Return values

The returned data will include the list of tickets, and each ticket will include the following information:

  1. Ticket title
  2. Ticket body
  3. Ticket email address
  4. Ticket Status (open or closed)
  5. Ticket Time & Date
  6. Agent Reply Time & Date
  7. Ticket correspondence

Viewing and working on the data in Excel

To view and work on the data in Excel, please follow the steps below:

  1. Browse to the API using your browser.
  2. Right click on the page and "Save As" to a CSV / XML file.
  3. Open the file in Excel.

How do I use quick actions in articles?

Quick action buttons in an article allow you to easily link between different articles.

Quick actions provide visitors with different flows that are based on their preferences and create a conversational-like experience for them.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. In the Article Editor, click Quick Actions or Persistent List at the bottom of the page.
  3. Name your button and select its type. Button type defines the action that happens when the customer selects it:
    • Content: enter the ID of the article that you want to show to visitors.
    • Article: enter the name of the article that you want to display. The bot automatically picks the best variation if there are mutiple variations.
    • Variation ID: enter the ID of the article variation that you want to show to visitors.
    • Statement: use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: the URL of a website that the visitor is redirected to.
    • Phone number: a phone number that the visitor can call.
    • External: use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  4. Choose Event for the quick action to select a context or an entity and a value.

    The button action will only be triggered when the customer selects the defined event properties.

    Note: This is only available for Content, Article, and Statement button types.
  5. Save your changes.

How to create Email signatures

When setting up your ticketing system, you can configure your tickets and other outgoing system-based emails to display a signature. Signatures can be configured for emails sent from each of your Knowledge Bases. Bold360 AI has several out-of-the-box basic signatures and you can also add new personalized signatures.

To Create an Email Signature, do the following:

  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.

How do I make pages noindex?

In the AI Console you can set noindex for the entire support center or for individual articles.

How do I set noindex for the entire support center?

  1. Go to Touchpoints > Support Center.
  2. Select the support center and go to the Page Templates tab.
  3. In the master page template, add the line in bold inside the head tag:
    <html>
      <head>
        <title>...</title> 
        <META NAME="ROBOTS" CONTENT="NOINDEX, NOFOLLOW"> 
      </head>
  4. Save your changes.

How do I set noindex for an article?

  1. Go to Knowledge > Articles > .
  2. Find the article you want to make noindex and open it for editing.
  3. On the Visibility tab, select the Do not index this article option.

    Result: The article is added to the robots.txt file.

  4. Publish the article.

How do I hide an answer from the widget FAQ?

You may not want to promote a frequently asked customer question by showing it in the Product Page FAQ or Support Page widgets.

  1. In the AI Console, go to Knowledge > Articles.
  2. Find the article you want to hide.
  3. On the Visibility tab of the Article Editor, clear the FAQ Widget option.
  4. Publish the article.

How to set the bot to remain active in channeled conversations?

When a conversation is channeled to a live agent, the bot remains active and offers auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.

To enable hybrid conversation, do the following:

  1. In the AI Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Bot suggestions remain active after channeling.
  4. Save your changes.

How to monitor traffic on messaging channels

You can monitor the performance of your WhatsApp and Microsoft Teams messaging channels in the AI Console as well as the Agent Workspace.

Monitoring capabilities in the AI Console

You have the following options to run reports and monitor messaging conversations:

  • Engagement Dashboard: provides a view on the total number of engagements, the number of engagements escalated to agents and so on. See What do I see on the Engagements Dashboard? for more information.
  • Dashboard: You can look at voices for the knowledge base you have for messaging, or filter the dashboard using the context you use for messaging to see how your messaging channel is doing. See What do I see on the Dashboard? to learn more.

Monitoring capabilities in the Agent Workspace

The following options are available to run reports and monitor messaging conversations:

  • You can view active bot, queued, assigned to agent as well as closed messaging conversations in the Monitor View of the Agent Workspace.
  • You can run reports on messaging conversation data with Data Extraction API methods. For more information, see the Developer Center.
  • You can run status and summary reports on messaging conversations. For more information see Messaging Apps Reports.

How do I turn an article offline?

Setting articles offline enables you to hide articles from your touchpoints without deleting them.

It is possible that you have articles in your knowledge base that are only relevant during specific times of the year, such as campaigns. Instead of deleting such articles, you can set them offline.
Remember: Setting articles offline instead of deleting them ensures reporting insights remain intact. If you delete articles, you lose all insight into how these past articles performed.?
  1. In the AI Console, go to Knowledge > Articles.
  2. Find the article you'd like to set offline and open it for editing.
  3. Turn off Set Live to set the article offline.
  4. Publish the article.
The article is no longer accessible on touchpoints, but it is still available in the knowledge base.

Bold360 AI Events API for Arcade and Modern widgets

Events API

The Events API allows the customer to hook into various Bold360 AI widget events.

For example, you can use this API to push different Bold360 AI events to a 3rd party BI system (e.g. Universal Analytics) and generate Bold360 AI related Reports.

Note: This API is valid for Arcade and Modern styles only. Please see this guide if you are using a Slim widget.

Supported Events:

  • load: Fires when the widget is fully loaded
  • userStartedTyping: Fires when User starts typing into the search box
  • query: Fires after the user finishes typing and the query is sent to the server
  • incomingSearchResults: Fires when the search results arrive at the widget
    • hasResults(bool) - indicates if results were given to the query.
    • isAutoQuestion(bool) - indicates if the query was an auto question.
    • query(string) - the query asked.
    • results(Json Array) - the results to the query. Each item in the array is a json object: { answerId(string), title(string), body(string) }
  • escalation: Fires when the user performed an escalation (e.g email, chat)
  • like: Fires when the user clicked 'Like' on a search result
// For floating widgets _nRepData["float"] = { //.... // events: { eventName: function(parameters) {} } 
//.... // } 
// For the embedded widgets _nRepData["embed"] = { //.... // events: { eventName: function(parameters) {} } 
//.... // } 
// For both widgets _nRepData[" events "] = { eventName: function(parameters) {} };

Usage Examples:

// Widget loaded: load: function(){alert("widget loaded!");} 
// User started typing: userStartedTyping: 
function(){alert("user started typing");} 
// User asked a question: query: 
function(query, isAutoQuestion){alert("user asked: " + query + ". is auto ? : " + isAutoQuestion);} 
// Incoming search results: incomingSearchResults: 
function(hasResults){alert("incoming search results. has results: " + hasResults);} 
// User performed escalation: escalation: 
function(type, query){alert("Escalation occurred. type: " + type + ". user query: " + query);} 
// User clicked 'Like': like : 
function(query, answer){alert("User liked the answer: " + answer + " for the query: " + query);}

Floating widget script example:

< !--do not modify this script -- > 
< div class='Nanorep_loadingData' id='NanorepProxyContainer' style='position:absolute;top:-500px;left:0px;' >
< /div > 
< script type='text/javascript' >var _nRepData = _nRepData || []; _nRepData['kb'] = '24218399';
 _nRepData['float'] = {account: 'nisim', cdcVersion: 3, cdcFrame: '', 
scriptVersion: '2.19.2.2', events: { userStartedTyping: function(){alert("user started typing");}} }
 /* API here */; (function(){var windowLoadFunc = function(){var _nRepData = window._nRepData || [];
_nRepData['windowLoaded'] = true;if (typeof(_nRepData['windowOnload']) === 'function')
 _nRepData['windowOnload']();};if (window.attachEvent)window.attachEvent('onload', windowLoadFunc);
else if (window.addEventListener)window.addEventListener('load', windowLoadFunc, false);
var sc = document.createElement('script');sc.type = 'text/javascript';
sc.async = true;sc.defer = true;sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/float.js';
var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);})(); 
< /script >

Why doesn't my widget come up?

When the widget is not available on the site or sites it was added to, here are a few things you can do:

  • Check the widget script.

    Make sure that the script was not changed and still has the original form from the script generator. To learn more about how to get the widget code, see What widgets do you provide and how can I add them to my website?.

  • Review the widget settings.

    Open the widget configuration, go to the Advanced tab and make sure that the Widget Enabled checkbox is selected.

  • Review the cross-origin resource sharing (CORS) policy settings of your account.

    Go to Admin Center > Preferences and check the content of the Allowed Origins field. The widget is supposed to be visible on the URL domains listed in this field. If the Allowed Origins field contains an asterisk (*), the widget is not tied to specific domains, that is, it is supposed to be visible on any website the widget code is added to.

  • Make sure access to the widget is not limited to specific IP addresses.

    Contact your Customer Success Manager to have them check this for you.

  • A customer journey with a control group of larger than 0 is configured. In such a case, users who are in the control group don't see a button or widget.

    Go to Analytics > Tracking - completion indication > Edit a journey to see journey settings.

Still having issues? Please select Open Ticket below this article to contact Customer Care.

Bold360 AI Events API for Slim and Harmony widgets

The Events API allows the customer to hook into various Bold360 AI widget events. For example, you can use this API to push different Bold360 AI events to a 3rd party BI system (for example Universal Analytics) and generate Bold360 AI-related Reports.

You can use Widget Events API on the page where the widget is implemented as follows:

<script>
Nanorep.floatingWidget.on({ // Nanorep.embeddedWidget 
  init : function() { 
    this.setConfigId('916824103'); 
  }, 
  load : function() { 
    this.setContext({ brand: 'Apple' }); 
  }
});
< /script >

You can find the full list of events and methods here: http://my.Nanorep.com/web/doc/v1.html?section=widgets

Example: Sending customized GA events
 
/* API here */ 
Nanorep.embeddedWidget.on({ 
  init : function() { 
    this.setConfigId("1010521062"); 
  }, 
  ask : function(query) {
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'Search', 
      'eventLabel': query 
    }); 
  },
  feedback : function( feedbackInfo , answer ) { 
    var f_message; 
    let type = 'Bad '; 
    console.log(feedbackInfo); 
    
    if (feedbackInfo.text) { 
      f_message = feedbackInfo.text; 
  
    } else { 
      switch (feedbackInfo.type) { 
        case 4: 
          f_message = 'Missing or incorrect information'; 
          break; 

        case 8:
          f_message = 'Answer irrelevant to the page'; 
          break; 

        case 1: 
          { 
            type = 'Good '; 
          }; 
          break; 
      }
    }
    ga("send", "event", { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': type + 'feedback', 
      'eventLabel': f_message, 
      'dimension1': answer // additional custom dimension 
    })
  }, 
  
  escalate : function( channel , answer ) { 
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'Escalation ' + '[' + channel + ']', 
      'eventLabel': answer }); },
  
  noResults : function( query ) { 
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'No answer', 
      'eventLabel': query 
    }); 
  }
});

How to import multiple articles in a batch with the API

You can import a large number of articles in a batch through the API.

Important: If the Dual control of article approval option is enabled for your account, article import through the API is not possible. Contact your Success Manager for more information.
Articles can be imported to the knowledge base through the API when the Enable approval workflow option is enabled for an account. Such articles will be in Published status and they are set live in the knowledge base.
Note: It is not possible to import system labels like Never Published, Draft, Offline or Hide in Support Center.

To learn more about how to import articles through the API, visit our Rest API & SDK Reference.

Conversion tracking troubleshooting

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

If you cannot enable the conversion tracking script generated by Bold360 AI in your website, do the following.

  1. Go to Analytics > Tracking.
  2. Hover over your conversion tracking entry and click the Navicon menu (three lines).
  3. Select Configure.

Possible errors for the split test:

No traffic from conversion, No conversions yet.
Solution:
  • Make sure your tracking code is correctly installed on your website conversion page.
  • Make sure your conversion code is posted in the post purchase page
  • Make sure you replace placeholders with valid numbers

Example:

<script type='text/javascript' 
src='https://server3.Nanorep.com/~trueshopping/common/API/trackConversion.js?
account=trueshopping&id=36073339&sid=36073344&revenue=40.00&orderId=12345678' 
</script>
  • revenue = Current sale revenue in your currency
  • orderid = Your order ID.
Split test set to 0%, Split test isn't running.

Solution: Set the split test percentage to a higher value. You can increase the split test percentage by selecting the required value from the Split test control group drop-down list in your journey's settings page.

Why don't I see the revenue tracking?

Make sure that Track sales revenue is enabled in your conversion tracking.

  1. In the AI Console, go to Analytics > Tracking.
  2. Select a journey that you use for tracking.
  3. Select an option from the Track sales revenue drop-down list.

To learn more about the Manage Conversions page, click here.

In case of any issues check our Conversion tracking troubleshooting guide.

What's the customer experience like in WhatsApp?

Learn how articles created in Bold360 AI are displayed in WhatsApp.

The way articles are displayed in WhatsApp differs from how they are displayed in widgets because WhatsApp is a text-based messaging app. When creating articles that are to be presented in WhatsApp, keep the following in mind:

  • WhatsAppcandisplay text, but it doesn?t present inline bulleted and numbered lists, tables, or carousels.
  • It supports simple URL links but can?t handle links to email addresses or to other articles in the knowledge base.
  • It automatically removes embedded videos and advanced text formatting from articles.
  • Conversational flows and entities are supported except for persistent and quick buttons. Persistent and quick buttons are presented as texts and the user can enter the number of the option or the name of the option to continue the flow.
  • When the bot finds multiple answers to the user's query, the bot lists options as a numbered list and suggests the user to enter the number of an option. Should customers change their mind, they can still select a different option:
  • Agent escalation works by setting up channeling policies in Bold360 AI. Once the conversation is channeled, the bot stops responding and lets the agent continue the conversation. Customers see a message when the conversation is escalated to an agent and when it ends. Customers however don't have an option to end the conversation with the agent.

How to add and customize the Bold360 search widget in Microsoft Teams

As an administrator of your company, you must install the Bold360 app in Teams just as any other app.

What's the customer experience like in Microsoft Teams?

Learn how articles created in Bold360 AI are displayed in Microsoft Teams.

The way articles are displayed in Microsoft Teams differs from how they are displayed in widgets. When creating articles that are to be presented in Microsoft Teams, keep the following in mind:

  • Microsoft Teams can display text, lists, tables, but it can't present carousels.
  • It supports URL links, links to email addresses and to other articles in the knowledge base.
  • It can display embedded videos and advanced text formatting in articles.
  • Conversational flows and entities are supported except for persistent buttons. Persistent buttons work the same way as quick buttons: once the user selects an option, the buttons disappear.
  • When the bot finds multiple answers to the user's query, the bot presents the options as buttons.
  • Agent escalation works by setting up channeling policies in Bold360 AI. Once the conversation is channeled, the bot stops responding and lets the agent continue the conversation. Customers see a message when the conversation is escalated to an agent and when it ends. Customers however don't have an option to end the conversation with the agent.

What are messaging applications in Digital DX AI?

Messaging applications in Digital DX AI enable you to communicate with your customers over popular messaging apps, such as WhatsApp and Microsoft Teams.

Note: Messaging applications are in beta. Contact your Customer Success Manager to learn more.

When you set up a messaging channel, you have the following options depending on your support needs:

  • Provide bot-only support if you do not have human agents
  • Provide agent-only support if you want your customers to always talk to a human agent
  • Use the combination of bot and agent support, if you want the bot to cover out of hours support and help your agents during business hours
Note: You need access to the AI Console if you want to use a bot only on your messaging application. For an agent-only and a bot and agent experience you need to have access to both the Agent Workspace and the AI Console.

Customers can interact with agents on their favorite messaging application in their own pace. The connection between the customer and the agent is permanent from the customer's perspective. Customers can start and stop the conversation in the messaging application anytime without losing connection to the agent.

To learn more about what the experience is like for customers and agents, see these articles:

How to set up a WhatsApp messaging channel

To use WhatsApp for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You purchased a WhatsApp Business Account and your Customer Success Manager has completed the necessary configuration settings to enable WhatsApp integration.
  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select WhatsApp for Provider.
  9. In the DeploymentID field, enter your WhatsApp deployment ID.

    To get the DeploymentID, go to the WhatsApp Deployments tab of messaging applications.

    Note: The WhatsApp deployment was created beforehand with the help of your Customer Success Manager and should be active.
  10. Save your channel settings.
What's Next?
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.

How to set up a Microsoft Teams messaging channel

To use Microsoft Teams for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select Microsoft Teams for Provider.
  9. In the Channelid field, enter your Microsoft Office tenant ID.

    To get your tenant ID, in Microsoft Teams, right-click a team and select Get link to team. Ask your administrator if you need help.

  10. Save your channel settings.
What's next?
  • Make sure Allow sideloading of external apps and Allow external apps in Microsoft Teams are enabled and use the .zip file attached to this article to add the Bold360 app to Microsoft Teams. For more information refer to Microsoft?s documentation.
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.

How to configure Digital DX AI after setting up a messaging channel

Once you have set up a WhatsApp or Microsoft Teams messaging channel, complete additional configuration in Digital DX AI to customize the bot's behavior.

  1. Define the answer the bot returns when it can't answer the customer's question.

    You can set up multiple messages or create articles that the bot returns when the customer's search yields no results. See How to configure conversational touchpoints to learn more about how to set these up.

    Note: You can't use an article for the final message as that prevents the bot from triggering the escalation.
  2. Define channeling policies to cover different scenarios.

    Depending on whether you have a bot-only, agent-only or bot and agent messaging channel, you may define different channeling policies. See How do I define a channeling policy? to learn more about how to create a channeling policy.

    Agent only

    If you want your customers to talk to agents only on the messaging channel, set up a channeling policy with a condition where the number of words is greater than 0. Add a message as an error answer that introduces the escalation option and explains customers that they will be connected to a live agent if it's business hours and agents are available.

    Note: To prevent the bot from providing an answer, you must have an empty knowledge base.
    Bot only If you want your customers to talk to the bot only on the messaging channel, make sure you have defined error answers for when the bot can't find an answer to the customer's query.
    Agent and bot experience

    If you want customers to talk to the bot first and outside business hours but have the option to talk to an agent, you might want to:

    • Define a Day and time condition for the channeling policy that is used to escalate chats to agents
    • Use labels on articles for which you want to provide agent support and define an Article label condition for the channeling policy
What's Next?

See What are the best practices for managing a knowledge base? to learn about how you can optimize the bot's content.

How to configure messaging channels

Once you created a messaging channel for WhatsApp or Microsoft Teams, you can change the default status messages, define a context, or set up to auto-end conversations.

Make sure you have created a messaging channel.

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. Choose (Configure) next to the channel that you want to configure.
  4. Adjust the options as necessary.
    Status messages

    You can change the default messages for the following cases:

    • The conversation is escalated or closed
    • There is a network issue and the customer's message cannot be delivered
    • There are multiple answers for a customer question
    Contexts If you use context to have article variations for the WhatsApp or Microsoft Teams channel, you can specify the context here to let the bot know which variations it can display to customers. See How do I define an article's context? to learn more.
    Auto-end configurations

    Bold360 can automatically end conversations after the specified time measured from the last customer-sent message. You can define an interval between 30 minutes and 24 hours.

    You can also define a message for customers when their conversation automatically ends.

    Nanorep Entities

    When users ask questions on Microsoft Teams, now they can receive personalized answers . For example, if Bold360 is integrated with a third-party ticketing system and the agent asks How many open tickets do I have?, Bold360 can deliver a response that is specific to the user.

    To enable personalized answers, select the Enable Nanorep Entities option for the Microsoft Teams channel you configured under Touchpoints > Widgets > Messaging applications. Then create articles with personalized answers using entities.

  5. Save your changes.

How to define welcome messages for chat invitations

You can now proactively invite your website visitors to chat by displaying a welcome message that could appear above the chat icon in Slim and Harmony widgets.

To invite visitors to chat, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have an Auto Question selected.
  5. On the Position & Size tab, click Customize next to Welcome Mode and select the Invite option.
  6. Optionally, define a delay to display the welcome message in the Welcome mode welcome message trigger time (in seconds) field.
  7. Save your changes.

Define context-sensitive welcome messages

You can use article variations of a selected welcome message to personalize customer experience based on context. Context must be defined in the widget code.

To select a context-specific welcome message, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have an Auto Question selected.
  5. Select the Context-sensitive Auto Question option.
Note: When you select an article for welcome message that has variations and do not select the Context-sensitive Auto Question option, then you must select a variation to be displayed for customers as welcome message.

What are the best practices for FAQs?

Follow these guidelines to make the most of Digital DX AI's FAQ capabilites.

Remember the following guidelines when adding and FAQ to your widget:

  • Provide the FAQ in the widget upon opening?
  • Include three to six articles that represent your top use cases
  • When you start using the bot for the first time, specify the articles to be displayed in the FAQ using labels to avoid initial questions skewing your results
  • Review static FAQs every 30 days to see if they should be changed
  • If the FAQ is changed to dynamically present articles from the knowledge base later, make sure to exclude any negative articles from the FAQ like How do I get a refund?

Set welcome mode for customers on mobile devices

From now on, the web widget is displayed for customers using mobile web browsers, who are presented with a welcome message. Once they start typing into the chat field, the full-width web widget replaces the mobile widget, similarly to using the widget on a desktop computer.

Customers have the following experience in the widget:

To configure a welcome message,

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Position & Size tab, select Invite for Welcome Mode.
  5. Save your changes.

What are the best practices for conversational articles?

Follow these guidelines to make the most of Digital DX AI's conversational capabilities.

Remember the following guidelines when creating conversational articles:

  • If you have Yes and No branches in a conversational flow, order Yes first and No second to keep the flow natural.
  • Add labels to conversational articles like parent, child or conversational, so it's easier to find and edit them.
  • When using instant feedback, add the <no_feedback/> tag at the end of the question or option if you don't want feedback to appear for that step.
  • If you use multiple bubbles, include a delay to the messages to give users time to read. The wait times should depend on the length of the messages. When messages are sent right after one another, it feels more natural to pause a little longer and longer with each new message, even if they may be around the same length, so that users have time to finish reading older messages before newer messages are sent out.
  • Adjust the character limit for bot messages and ensure articles are within that limit to make sure customers don't have to use the Read More button to see the full article.
  • We recommend you use large persistent buttons rather than quick buttons as customers usually prefer the ability to click on previously displayed buttons.

What are the best ways to humanize the bot?

Here are a few tips to keep in mind to make bot conversatitons more human-like:
  • Setting up a humanized greeting increases the likelihood that customers choose to interact with the bot. It is important however to make it clear that they are talking to a bot, not a human being. See this article for more best practices about the bot's introduction message.
  • Make conversations flow as naturally as possible.
  • Keep answers short and to the point.

How do I delay an answer part when using multiple chat bubbles?

When you present an answer in multiple bubbles in a conversational widget, you can delay the presentation of the individual answer parts. Presenting a longer answer in multiple parts engages the user more.

To have your content appear in multiple bubbles, make sure you use a chat widget that is set to Conversational widget mode.

To set a delay for the bubbles after the first one, do the following:

  1. Create an article with multiple pages or open one you already created.

    Not sure how to create one? Follow the steps in this article.

  2. Set a delay for page 2.

  3. Set a delay for other pages that follow.
When the conversational widget displays this article, the content of the pages is presented one after the other in a separate bubble either immediately or with the selected delay.

How to use quick options in a conversational article

When using entities in conversational articles, you can use quick option buttons to present possible answers to a question.

When a property of an entity has quick options enabled, the widget displays results to the customer as a list of options to choose from. It is possible to use a maximum of 10 quick options.

You can enable quick options for a property in the entity as well as in the Article Editor.

Note: If you disable quick options for a property in the entities editor, you can't enable them for the property in the Article Editor.

See What are entities? to learn more.

HTML Form submission to ticket

You can create an HTML form and submit it as a ticket to your Bold360 AI inbox.

Your Bold360 AI inbox will receive a ticket, containing all the fields that are part of the submitted form.

Below is an example of an HTML form that submits a ticket to the Bold360 AI inbox:

<!DOCTYPE html>
<html>
<head>
<meta http-equiv="content-type" content="text/html; charset=UTF-8">
<title>Create ticket API (Custom Contact-Form)</title>
</head>
<body>
<form action="https://my.Nanorep.com/common/api/createTicket" method="post" enctype="multipart/form-data">
Subject: <input type='text' name='subject' value='This is the title of the ticket' 
/><br />
Body: <textarea name="body">This is the body of the ticket</textarea><br />
Email: <input type='text' name='email' value='test@company.com' /><br />
Name: <input type='text' name='name' value='johnny' /><br /> <!-- name custom field. You can create as many fields as you like. -->
Phone: <input type='text' name='phone' value='123456' /><br /> <!-- phone custom field. You can create as many fields as you like. -->
Label: <select name='labelId'> <!-- label selection by the dropdown selection-->
<option value='-1'>Select the inquiry type:</option>
<option value='12F1BE'>Billing</option> <!-- The value of the label (Label ID) can be obtained in the Bold360 ai inbox.  -->
<option value='78907B'>Support</option>
<option value='103C8C'>General</option>
<option value='9E0A'>Sales</option>
</select><br />
<div id='textD'></div> <input type="hidden" name='account' value='Nanorep' /> <!-- Enter your Bold360 ai account name --> <input type="hidden" name='kb' value='8CB9462F7AB2120' /> <!-- The target knowledge-base / inbox --> <input type="hidden" name='security_token' value='8CB9462F7AB2120' /> <!-- Please do not modify --> <input type="hidden" name='success_redirection_url'  value="/common/api/nonProtocolCreateTicketResponse.html" /> <!-- success url redirection -->
<input type="submit" value="submit"/>
</form>
</body>

The HTML form should meet the following requirements:

  1. The form must contain the four hidden fields (account, KB, security_taken and success_redirection_url).
  2. The form should POST to https://my.Nanorep.com/common/api/createTicket
  3. The KB is the target knowledge-base. The KB ID can be obtained by clicking on Admin Center > Ticketing Settings > Ticketing Basic.
  4. The security_token should be the same as the knowledge base.

The ticket will be available in the Bold360 AI inbox and will include all the fields, which will be displayed under the ticket Details section.

How to add additional email fields (CC, BCC) to the contact form?

Add an email address field as well as CC and BCC to the contact form.

  1. Go to Channeling > Contact Forms and click Personalize under the widget you want to customize.
  2. Choose the appropriate URL or knowledge base.
  3. Click on the pencil button to customize the form.
  4. Click Add new field and choose Email field.
  5. Click the down arrow on the right side of the email field to see the settings and under the Textbox type choose CC or BCC.

How to associate an agent to a group

Account managers can define groups in the system, such as Support or Sales. They can then associate an agent with one or more groups.

  1. In the AI Console, go to Admin Center > Users.
  2. Select the users from the list that you want to add to a group.
  3. From the toolbar on the top, select Groups and click the name of the group to which you want to add the user.The selected users are immediately become members of the group.

Voices Map

For a given knowledge base, you can view user queries on a map in real time according to the user location.

When a user submits a query, it appears on the map.

To open the map, either go to the Dashboard and click the map icon, or go to Voices > Voices Map in the AI Console menu.


To zoom in and out, use the buttons in the bottom-right corner of the map.

Using the Analytics API

The Analytics API enables you to access and collect data from the Bold360 AI Analytics section.

You can get a more comprehensive picture of your customer support processes and self-service success. You can also build custom reports that show your customer support impact.
  1. To use the Analytics API, create an API key in your Bold360 AI account.

    For information on how to create a new API key, click here.

  2. To retrieve analytics data with the API, use the get method.
    • For a JSONP response, use: https://my.nanorep.com/api/analytics/v1/get
    • To retrieve a CSV file, use: https://my.nanorep.com/api/analytics/v1/get.csv
    Table 1. Input parameters
      Usage Example
    cb

    The JSONP callback method.

    Note: JSONP only.
    cb=callbackMethod
    account

    The account name.

    account=myAccount
    apiKey

    An API key with analytics read privileges for the required knowledge-bases.

    apiKey=xxx-yyy-zzz
    kb

    One or more knowledge-base names to obtain data for (comma-separated).

    kb=English,Spanish
    analysis

    Value analysis type. Possible values are:

    • hourly
    • daily
    • weekly
    • monthly
    analysis=weekly
    days
    Note: You must provide either a day or month value when selecting a date range.

    Date range in days to obtain data for.

    days=14
    months
    Note: You must provide either a day or month value when selecting a date range.

    Date range in months to obtain data for.

    months=6
    timezone

    Timezone in hours to obtain correct dates.

    timezone=5
    values

    List of values to include in output (comma-separated).

    List of possible values is provided in the table below.

    values=engagements,resolved
    labelid (Optional) Get data on specific label. labelId=1CE001C
    Table 2. Possible values for values parameter
    Value name Description

    Engagements

    answeredSessions Total answers provided, including self-service, rechanneling, and tickets.
    interactions Total interactions via Bold360 AI interfaces (widgets, Support Center, API, and so on).
    answered Interactions where search has returned an answer.
    unanaswered Interactions where search did not return an answer.
    resolved Engagements resolved by Bold360 AI (visitor received an answer, and did not escalate or provide negative feedback).
    unresolved Engagements not resolved by Bold360 AI (either no search result has been found or the visitor's question was escalated to an agent, or the visitor provided negative feedback).
    resolvedBySearch Engagements resolved using the Search interface.
    resolvedBySearchAC Engagements resolved using the Search interface by selecting an auto-completion suggestion (subset of resolvedBySearch).
    resolvedByFAQ Engagements resolved using an FAQ interface (in Dynamic FAQ widget, or FAQs in embedded or floating widgets).
    resolvedBySupportCenter Engagements resolved using a Support Center article.
    positiveFeedback Number of positive feedback from all touchpoints.

With Bold360, you never have to guess how you’re doing. Key KPIs and actionable insights are right in front of your eyes with overviews and snapshots. Or drill down into key KPIs to discover actionable insights. Detailed report results pinpoint when customers are experiencing friction, so you know where to take action. With Bold360, you have control over every rule and setting, so you can make any changes that you see fit to improve your business metrics.

What is semantic NLP search?

Many search technologies have been based on keyword search, these platforms cannot easily distinguish between words spelled the same way that mean something different. This often results in irrelevant query responses.

Unlike these older systems, semantic natural language search (NLP) systems are able to glean the meaning behind the query and comprehend the natural way that people ask and offer answers to each other. The results that you receive are about the query and theme you are exploring, not merely matched based on similar keywords.

This technology is the closest thing we have today that can somewhat "read the minds" of your customers. By not limiting the language that users express themselves, this technology can discover the intent of the query and delivery relevant answers. Giving your customer service technology the human touch that is necessary for a quality customer experience.

What does Bold360 AI learn automatically?

Bold360 AI's sophisticated knowledge base software and algorithm has learning capabilities to increase accuracy, efficiency and help you grow your Knowledge Base.

Bold360 AI automatically performs and learns the following:

  • Popular visitor questions, automatically grouped by meaning and topic
  • Agents' answers are automatically learned and suggested (automatic/manual approval before publishing)
  • Learning additional phrasings by monitoring agent activity
  • Word meaning and relevancy through Natural Language analysis.
  • Search prediction (auto complete)
  • Spelling corrections including unique words per customer

How does Bold360 AI find an answer?

Bold360 AI maintains a Knowledge Base of questions and answers. When a user asks a question, Bold360 AI looks for a similar question in the Knowledge Base. When a similar question is found, the corresponding answer is returned to the user. If the answer is not in the Knowledge Base yet, the user can escalate it to an agent via ticket or chat.

Search Accuracy

Bold360 AI uses natural-language-based search to analyze the meaning and the context of the question. During the search process, Bold360 AI looks for a question which has similar meaning and context.

Bold360 AI also uses the following tools for optimizing its search process:

  1. Bold360 AI utilizes a morphological engine which determines the source of the word (e.g., "selling" will be recognized as "sell", "working as "work"). The engine has the capacity to handle complicated users expressions.
  2. Bold360 AI utilizes adaptive spelling correction capabilities in its search engine. This provides correct results even if they misspell their question. The spelling correction engine will adapt itself to your business language, based on the content of your Knowledge Base (i.e., product names and unique terms will be supported and understood by your Bold360 AI).

Every answer in the Knowledge Base can be related to multiple questions:

Users ask similar questions in various phrasings. Bold360 AI allows you to associate multiple questions (phrasings) to an answer.

For example, a Knowledge Base which has an answer to the question "Do you sell fruit?" might have the following questions associated with this question:

  1. "Do you sell Apples?"
  2. "Can I buy Bananas?"
  3. "Can I purchase an Orange?"

Accordingly, when the question "do you sell bananas?" is asked, the system will perform the following actions:

  1. Searching for a similar question in the Knowledge Base.
  2. Recognizing an existing similar question (phrasing) in the Knowledge Base, such as "Can I buy Bananas?"
  3. Sending the associated answer back to the user.

What is a Bold360 AI chat bot?

Bold360 AI delivers a cutting-edge support chat bot solution utilizing the combination of our patented Contextual-Answers technology and proprietary Natural Language Processing (NLP) algorithm.

We enable customers to speak freely and be understood in any language, as if they were speaking to a live agent.

Deploying Bold360 AI's messenger bot as part of our holistic self-service solution creates a seamless, consistent self-service experience across all touchpoints.

On which digital channels can Digital DX be installed?

Digital DX is designed to provide excellent self-service experience in multiple digital channels.

In addition to a website, the Digital DX Q&A widget can be deployed on the following digital channels:

  • Mobile devices, such as iPhone, iPad, and Android devices. You can read more here.
  • Internal portal (such as your intranet)

Regardless of the type of the channel, the deployment process is quick and easy, and in most cases takes from minutes to a few hours.

Template Answers Overview

Template answers enable your Bold360 AI solution to answer product attributes-related questions (e.g., what is the price?, what is the size?, color, etc.).

Instead of creating multiple answers for multiple specific questions ('what is the color of dinner plate A?' 'what is the color of dinner plate B?), you only need to create one Q&A ('what is the color?') and insert a template script inside the answer so the answer varies depending on the product ('The color is blue").

An example:

An end user visits one of your product pages and asks about the product's color (In this case, the color of a dinner plate). Your products (dinner plates) come in two colors: blue and orange. By using a color attribute, all you need is to create one question in your Bold360 AI knowledge base: "What is the product's color?"

The user will receive an answer about the actual product's color depending on the product page that they are currently visiting. If the user is on the blue dinner plate page, the answer will be: "The product color is blue" and if they are on the orange dinner plate page, the answer will be "The product color is orange".

How do I add a custom field or value to the contact form?

The contact forms allow your users to escalate their questions to your agents. The Digital DX AI API allows you to dynamically insert values to the contact form, including values in visible form fields as well as hidden fields that will be visible in the ticket details in your inbox. For an explanation on how to add these values, please click here.

Why does the article title differ from the autocomplete suggestion?

As the user is entering a question in the search in the Support Center or in the widget, the autocomplete continuously checks for and returns the most likely responses that are identified based on our Natural Language Processing (NLP) algorithm and popularity.

The autocomplete can present any phrasing associated with articles. Knowledge base managers can control whether an article phrasing is returned in autocomplete with the Autocomplete checkbox next to the phrasing.

Once the user selects an autocomplete suggestion, the article associated with the selected phrase is presented. The title of this article may differ from the phrase the user selected.



Figure 1. What Autocomplete displays


Figure 2. What selected article looks like

Can you support multiple websites from one knowledge-base?

Yes, Bold360 AI supports multiple websites from a single knowledge-base, but you must set up a separate widget for all your websites.

However, it is recommended to separate the knowledge-bases in case of completely different content.

For more information, see How do I add another knowledge base? and What widgets do you provide and how can I add them to my website?

Bold360 AI for supporting multi-lingual websites

Companies often have to support customers in multiple languages, which requires having the same topic available in several languages. There are two recommended methods to provide multi-lingual interactions with your customers:

  1. Bold360 AI offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2). The quality of Bold360 AI's automatic translation from English to 34 foreign languages is almost as high as from our dedicated knowledge base per language.
  2. Bold360 AI allows you to have a separate dedicated language Knowledge Base for each language, including Asian languages such as Korean or Chinese, and many more. That way, you can associate each Knowledge Base with a different language on your website. When a user asks a question, a native answer from the dedicated Knowledge Base will be provided (instead of a translated one). We recommend beginning with your English-language Knowledge Base - typically always the largest - and then translate all its content into the foreign language of your choice to make your full set of answers available to more users.

What is the difference between the widget skins?

The Widget escalation method is different between the widget skins.

In the arcade skin, the escalation configurations are performed through the contact form, while in modern skin all the escalations are made from channeling rules.

In the modern widget, skin escalation configurations will be defined through channeling - learn how to define smart channeling.

To use the modern skin for channeling, all previous channel configurations should be removed.

How can I activate on-the-fly translation?

Digital DX AI offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

Features and Benefits

  • Language is detected automatically.
  • Answer content and widget interface are automatically translated.
  • Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
  • Allows you to answer foreign language tickets in your natural language.
  • Offers comprehensive translation analytics.

To activate the translation capabilities, please contact your Customer Success Manager.

Dedicated language Knowledge Bases

Digital DX AI allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

To activate a dedicated knowledge base, please contact your Customer Success Manager.

What are my options for implementing a support center?

You can implement a support center as a standalone or you can use iframe.

What are the benefits of an iframe implementation?

By using an iframe, you can deliver your support center as an integral part of your website while leaving your site's functionality in place:

  • You get full control of the page wrap including the site's header and footer, cart support, logged in users and any other cross-website functionality.
  • Digital DX AI offers a smart iframe that will
    • Automatically change its size depending on the amount of content inside the iframe
    • Change the hosting parent page URL to reflect the changes in the iframe. For example, if the user navigates to a specific article, the article URL will be reflected in the parent URL. This behavior can be disabled if not desired.
  • The iframe solution fully supports search engine optimization (SEO) including redirect to the parent hosting page if the iframe is opened directly from Google.

What is the standalone solution like?

You can deliver your support center as a standalone, external page with a subdomain address. A standalone support center can't present your site's header and footer and doesn't include other site-specific functionality from your main page either, like user-secured login, cart management or site search.

The benefits of using a standalone support page:

  • Changes in your site are minimal, you just have to add a link to your new page.
  • The page is easy to implement.
  • There is no risk of conflicting code between your site's JavaScript and the Digital DX AI's JavaScript.

How to display message time stamps?

Configure your widget to display the time the message was sent under messages sent by the customer and the bot.

In conversational widgets, you can display the time when the bot, customers, and agents send messages.

To display time stamps, do the following:

  1. In the Bold360 AI platform, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Display message time stamps.
  4. Save your changes.

Can I export analytics data from the SLA page?

Yes, you can use the Export option near Label Statistics page in console = > Analytics = > SLA menu

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Configuring the Genesys DX Product Authentication Service as SSO service

This article provides a step-by-step process for configuring the Genesys DX Product Authentication Service as SSO Service.

  1. Set up your Identity Provider. Read more about setting up your Identity Provider in this article.
     
  2. Login to https://auth.bold360.com/ and click Go to SSO Setup in the bottom left corner.
    Note: If you cannot see the Go to SSO Setup button, contact your support representative or the Genesys CX support.


    You are then navigated to the SSO setup webpage.
    NoteGeneral Settings and Domain are read-only fields, you cannot modify them.
  3. Click Sign-in configuration, and enable the SSO.

     
  4. Choose one of the two configuration methods:

    Method 1: Manual Configuration


    Add your Verification Certificate when you are finished with manual configuration.

    When you add the Verification Certificate, remove the following tags:
    "-----BEGIN CERTIFICATE-----"
    "-----END CERTIFICATE-----"

    A Verification Certificate example with removed BEGIN and END tags: 


    Method 2: SAML IdP metadata URL

    Host your Identity Provider metadata XML file on a publicly accessible URL.


    Note: Since we cache this file for only 2 minutes, please ensure high availability of this file via the specified URL to avoid SSO login failures.
     
  5. Once you have setup your configuration using a method of your choice, save your changes and then click View test login page, where you can test the Single Sign-on login.

    Enter your email /username that uses the domain you have setup in your Identity Provider service and click Continue. You should see this message on a successful login.