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Add context values to a context category to start using context-based segmentation.

1. In the AI Console, go to Admin Center > KB Setup.
2. On the Context tab, find the context category that was created for your account.
3. In the Context Values field, enter values for the category one by one and use the Add button that appears to add the values to the list.
4. Optional: Select Show additional configuration to review the context category settings.

   To learn more about what these settings mean, see What options are available for context configuration?.

5. Save your changes.

Context is saved in the browser cookie, so the first time the user navigates to the support center, the page must be provided with context.

1. In the AI Console, go to Touchpoints > Support Center.
2. Choose a support center.
3. On the Settings tab, add the context to the support center URL.

   Add the context name and value as defined in the Bold360 AI platform. Use an equals (=) sign between the two.

   Example:

   For example, if the support center URL is mydomain.com/mysupportcenter.html, change it as follows:

   • If you set up a context called "country", then the Support Center URL looks as follows: mydomain.com/mysupportcenter.html?country=us
   • If you want to combine two or more contexts in the same URL, use the "&" separator: mydomain.com/mysupportcenter.html?ver=3&country=us
4. Create article variations that use different context values. For more information see How to define an article's context?.

You can offer variations of an answer to the same question by creating variations of an article and assigning different context values to them.

You want to offer different answers to the same question depending on whether the reader is asking the question in the Support Center or in chat.

Note: This flow works when the code from Bold360 AI is implemented and Bold360 Chat is not being used.
In cases where the full harmony flow is used and Bold360 chat service is included, please contact your Customer Success Manager as additional configuration needs to be added to the web page code.

1. Go to Admin Center > KB Setup > Context and find the touchpoint context category created in your account.
2. Add chat as a context value.

   Make sure you use these settings:

3. Create an article with two variations.

   Include the content you want to display in the support center in one and the content for the chat in the other.

4. Select chat in the touchpoint dropdown for the article variation that you want to display in the chat.
5. In the touchpoint configuration of the conversational widget, on the Conversation tab, add touchpoint:chat in the Context info field.

Related Articles

• What are Bold360 AI contextual answers?

You can map context values that are part of an intent or a phrasing to the relevant context categories.

Add the context definition to the widget script on your website to start using contextual answers.

1. Find the Bold360 AIwidget script on your web page and add the contextual answers at the end of the script.

   Example:

   In this script the device type context category with Android value is added. See the relevant part in bold.

   <!-- nanorep floating widget --> <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol= "https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+ "//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head") [0].appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script> <script> nanorep.floatingWidget.on({             init: function()                         this.setContext({"DeviceType":"Android"});             } }); </script> <!-- //nanorep floating widget -->

   Important: If you are a Bold360 customer who integrated Bold360 Agent and Bold360 AI, use the following, extended code instead:

   <!-- nanorep floating widget -->
   <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol=
   "https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+
   "//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head")[0]
   .appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script>
   <script>
   window.nanorep =window.nanorep || {};
   nanorep.floatingWidget = nanorep.floatingWidget || {};
   nanorep.floatingWidget._calls = nanorep.floatingWidget._calls || [];
   nanorep.floatingWidget._calls.push(
     [
       'init',
       function () {
         this.setContext({"Category":"Value"});
       }
     ]
   );
   </script> <script> nanorep.floatingWidget.on({             init: function()                         this.setContext({"DeviceType":"Android"});             } }); </script>
   <!-- //nanorep floating widget -->

2. Make sure contextual answers work by searching for an answer with contextual values.

   Find information on how to add context to an article here.

Use context to display different FAQs to different users.

1. Go to Touchpoints > Widgetsand click Personalize for the embedded widget or the floating widget.
2. Select the appropriate knowledge base or URL and in the widget settings, go to the FAQ tab.
3. Click Add FAQ list.
4. For Context Filtering, select Use Page Context.
5. In the Required Context field, select the context you want to consider when displaying the FAQ.

With article variations, you can create multiple answers for the same question and use context to define when each answer is displayed.

1. In the Bold360 AI platform, go to Knowledge > Articles and open the article you have already created.
2. Under Context Variations, choose next to the variation you already have.

   Result: The Duplicate and Delete options appear.

3. Select Duplicate.
4. Optional: Adjust the answer in the article variation you just created and define context values for it.
5. Publish the article.