Can I offer a special response to a high-value question?
About high-value chats
Some questions may be more important to your organization than others, so you may want to handle them in a special way. These are called "high-value chats." If a customer asks a question you consider important, you can set Bold360 AI to push the user directly to chat, show a unique invitation, or collect data without offering a special response.
For example, you might know that users asking certain questions commonly convert at a higher rate or give a higher NPS score when they end up chatting with a real person. You should mark the articles associated with these questions as high-value. Here are a few questions commonly considered high-value: How do I upgrade? My [product] doesn't work! I'm having trouble submitting my order! I'd like to buy, but can't find the item!
High-value chat functionality is valid from any conversational touchpoint or from search as part of the Liveperson integration.
Setting up high-value chats
You can set any knowledge base article as high-value. Here's how to set an article's value and unique response:
- Create or select an article under .
- Go to the article's Options tab.
- Under Channel Value, select how you want to respond when the user's intent matches this article:
- Low Value - Hide chat: Do not give the user the option to chat with a person.
- Normal Value: Show the answer and give the user the option to chat with a person.
- High Value: Show the answer and give the user the option to chat with a person. If the user chooses to chat, the engagement is reported as a high-value chat.
- High Value - show invitation: Same as High Value, but also show the user a special invitation. To edit the invitation, click Edit Invitation....
- High Value - Push chat: Send the user directly to a person without prompting. The engagement is reported as a high-value chat.
- Save and/or publish your changes.
Viewing and analyzing data about high-value chats
To gain insight into how articles marked as high-value are performing, check the following locations:
- Go to and look for the High-Value Chats chart to see the percentage of user intents that matched articles set as high-value and were escalated to chat either by the user or automatically
- Go to and look for the Popular High Value Chats chart to see articles marked as high-value that most frequently matched user intents and were escalated to chat either by the user or automatically
How to differentiate between positive and regular channeling for high-value chats
Positive channeling indicates intentional channeling. For example, when a specific intent indicates a customer is at risk and your strategy is to help this customer with a live agent. To add channeling value to an article, select High value for Channel Value on the Options tab in the Article Editor.
This impacts channeling statistics between high-value and regular channeling on the Dashboard.