How do I define a channeling policy?
The Channeling settings allow you to set up the escalation paths and rules on your Bold360 AI widgets. Use this ability to forward visitor engagements to another escalation channel such as chat, email, or click-to-call.
An example channeling configuration
There are numerous cases when you can offer customers the option to channel the conversation. For instance, you can set up your channel in a way that when the customer provides negative feedback and an agent is available then the channeling option is presented to the customer.
The example below shows a channel setup where a chat button is displayed when the customer provides negative feedback on an article that has "Chat Integration" label, and a live agent is available.
How to use inline pre-chat forms
- In the AI Console, go to .
- Select the channeling policy that you want to modify.
- Select the Show pre-chat form inline option.
- Save your changes.
How to validate phone numbers in pre-chat forms
Phone number validation is automatic: after chat escalation in conversational widgets, customers can only type valid phone numbers; otherwise, the field is marked in red and customers cannot start chatting with a live agent. Besides numbers, the following characters are valid in the phone number field:
- Plus sign: +
- Minus sign: -
- Asterisk: *
- Hashmark: #
- Comma: ,
- Semi-colon: ;
- Brackets: ( )