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To set up outgoing emails, you must configure Bold360 AI ticket email replies to go through your SMTP server

1. In the AI Console, go to Admin Center > Ticketing Settings.
2. On the Ticketing Basics tab in the Outgoing email section, configure the following:
   • Under Sending email from, define the name of the outgoing e-mail
   • Under Reply-to address, define the outgoing e-mail address
   • Under Ticket status on reply, decide what happens to the ticket once a respond is sent; will it be closed on first reply or always closed
   • Select Send emails through custom SMTP server
   • Enter your SMTP server settings.
3. Click Apply.

1. In the AI Console, go to Admin Center > Ticketing Settings > Ticketing Basics tab.
2. Change the sender's name in the Sending email from field.

You can associate your support e-mail address with the Bold360 AI ticketing system.

1. Go to Admin Center > Ticketing Settings > Ticketing Basics tab.
2. Copy the email address from the Inbox Address field.
3. Click more addresses and select the label to be attached to the incoming ticket. If you do not select any label, emails will go to your Inbox.
4. Save your changes.

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.

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

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.

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.

1. In the AI Console, go to Admin Center > Ticketing Settings.
2. On the Ticketing Basics tab, go to the 3rd party integration section.
3. Enter the email address where you want tickets to be forwarded to.
4. Save your changes.

1. In the AI Console, go to Channeling > Contact Forms.
2. Search for a contact form that you want the task bot to show customers field-by-field.
3. Click the pencil icon under the contact form that you want to edit.
4. On the Settings tab, select Support as Conversational.
5. Save your changes.
6. Set up a channeling policy that uses the contact form:
   1. In the AI Console, go to Channeling > Channeling Policy.
   2. Click the Create channel icon above your list of policies.
   3. Name your channel and set its target audience. See How do I define a channeling policy?
   4. Under What to do, select Ticket for Channel type.
   5. Select Contact form for Button action.
   6. Select the contact form and ticketing interface that you want the bot to show your customers.
   7. Save your changes.

1. In the AI Console, go to Admin Center > Ticketing Settings.
2. Under Outgoing email, select one of the following options from the Ticket status on reply drop-down list:
   • Ticket automatically closes on first agent reply.
   • Ticket will be closed automatically on every reply (all the time).
   • Ticket status will not change automatically, only if directly changed by the user.
3. Save your changes.

You can either use the existing Bold360 AI ticketing system for escalation of customer service calls or, if you already have an existing ticketing / CRM system, you can forward your Bold360 AI tickets.

1. In the AI Console, go to Admin Center > Ticketing Settings.
2. On the Ticketing Basics tab, scroll down to 3rd Party Integration.
3. In the Forward all tickets to field, indicate the support address to which all tickets should be sent.
4. Click Save Changes.

1. In the AI Console, go to Touchpoints > Widgets.
2. Click Personalize under the widget type that you want to change.
3. Choose the Knowledge Base, URL, or domain that you want to change.
4. Go to the Advanced tab.
5. In the Auto-Label Tickets (IDs) field, type the label that you want to assign automatically to escalated tickets.
6. Click Save changes, and then click OK.The change is made instantly in the widget on your website.

You can set a rule to automatically label tickets with a certain title (keyword) to a certain label. You first need to create the label (tag) to use.

1. Click the label button.
2. Click co Create label.

   Once you have labels, you can use the rule.

3. Create a rule by using the condition "Ticket Title" and fill in the keyword.
4. Select the Add label action and choose the label from the drop-down.

1. Set up an SMTP relay, using the Bold360 AI service IP address list.

   Refer to Microsoft's instructions here.

2. Once you have the SMTP relay configured, in Bold360 AI, go to Admin Center > Ticketing Settings > Ticketing Basics tab.
3. Specify the FROM address and the SMTP host to configure the SMTP settings in your Bold360 AI account. Other fields are not relevant.

1. Go to Ticketing > Open Tickets or My Tickets and chose at least one ticket.
2. Click the Label button in the upper toolbar (you can also find this button in the upper toolbar when editing a ticket).
3. Select the relevant label from the drop-down list. You can select several labels by clicking Select multiple...

1. Go to the knowledge-base for labeling knowledge-base Q&As or click inbox for labeling tickets.
2. Create the labels you need.
3. For labeling questions, mark the questions and click on Label. When inside an answer, click the Label button.
4. Select the label. You can select several labels by clicking Select multiple...

You can set a rule to send auto replies to all tickets created in the inbox.

1. In the AI Console, go to the Admin Center > Ticketing Settings > Rules tab.
2. In the When a new ticket is created group, click Add rule.
3. In the Add action drop-down list, select Send email and then click the Edit email link.
4. Edit the email you want to send.
5. Use the replacements for auto reply: Email address [EMAIL], email subject [SUBJECT], email body [BODY]. Using the replacement templates will allow you to send an auto reply back to the sender (EMAIL), to use the original ticket subject in the subject (SUBJECT) as well as use the original ticket body (BODY) in the body of the email. You can also combine any additional info of your own.

Rules automate how your tickets behave.

1. In the AI Console, go to Admin Center > Ticketing Settings > Rules.
2. Click Add rule under one of the triggers.
3. Select one of the following: Any of or All of from the top drop-down list.
   • Any of makes one of the conditions apply to the rule.
   • All of makes all of the conditions apply to the rule.
4. If you have conditions, click Add condition and select the required condition. You can add as many conditions as you need.
5. Click Add action and select the action you want to be automated from the combo box.
6. In the bottom combo box, select either Continue processing rules or Stop processing rules.
7. Click Save changes.

You can create templates for an auto-response email to a ticket. The template is created via the ticketing system's rules, so you can create different templates for different conditions (as per the source email, the ticket title, etc). You can also define different outgoing e-mail settings to different Knowledge Bases.

1. Go to Admin Center > Ticketing Settings > Rules.
2. Under when new ticket is created, click + Add Rule.
3. Define the relevant conditions per e-mail template.
4. Select Send email and then click Edit email.

   Result: The Edit Email dialog is displayed.

5. Define the template and save it.

Bold360 AI allows you to forward tickets from one KB to another KB using a 3rd-party integration.

1. Choose the Knowledge Base in which you want to receive all the tickets.
2. Go to Admin Center > Ticketing Settings.
3. On theTicketing basic tab, copy the KB email address.
4. Go to theKB that you want to transfer tickets from.
5. Go to Admin Center > Ticketing Settings.
6. On theTicketing basic tab, under 3rd party integration, paste the KB email address.

1. Go to Analytics > SLA.
2. Click on the Download Tickets Report link on the upper-right side of the screen.
3. Select the month and year to export. You can also select a label and choose to include ticket correspondence (both are optional).
4. Select the format: CSV, or XML.
5. Click the Download Report.

1. Go to Ticketing > Open Tickets/All Tickets.
2. Click Filter.
3. Select the Options tab on the left.
4. Select the Search in correspondence text field.
5. Click Apply.

1. Go to Admin Center > Ticketing Settings.

   Result: On the Ticketing Basics tab, the inbox address displays the email address.

2. Optional: For sending tickets, you can put the Bold360 AI email address as BCC.

1. Go to Ticketing > All tickets in Bold360 AI.
2. Click on a ticket to see its details.

   Result: You are taken to the ticket's details.

3. In the Details section on the right, check the Opened Via field for the necessary information.