How can I control the visibility of answers?

How can I control the visibility of answers?

You can control who can see an article in Bold360 AI and you can also define the touchpoints on which the article is visible.

As a content manager, you may want to limit the access to specific content for a variety of purposes:

  • You may want to make the information available only via a support page, where there is enough space to display rich content.
  • The information has business sensitivity, such as closing an account. While offering this article via search for users who explicitly look for this information, you may not want to expose it via navigation and FAQ.
  • There may be content that should be available to agents when replying to Bold360 AI tickets but unavailable to external users.

You can set article visibility on the Visibility tab of the Article Editor. By default, an article is visible in all touchpoints. To make it unavailable in a specific touchpoint, deselect that touchpoint. If you want to keep an article in your knowledge base, but not display it at all, turn it offline.

You have the following visibility options:

  • Search and Auto-Complete - Article is available in search based widget
  • Support Center - Article is available in support center
  • FAQ Widget - article is available for use in FAQ
  • Links from other articles - article is available for use as linked answer
  • Ticketing agent interface - Article is available an answer when replying to tickets in the Ticketing > Open tickets menu
  • Conversational - Article is available in conversational based widget

When replying to open tickets

You can reply to open tickets in the Ticketing > Open tickets menu. The name of the touchpoint where the article is available as an answer is displayed in the top-right corner of the answer as follows:

  • If the answer is available only when you answer an open ticket, a red "Agent Only" label is displayed
  • If the answer is available only in some of the touchpoints, then labels with these tocuhpoints will be presented, offering the agents an insight into why the user has escalated their request
  • If the answer is available in all touchpoints then no special indication is displayed

Assign group permissions for articles

You can define permission groups to make an article accessible to only a certain group of users in Bold360 AI. By doing so, you can essentially assign content managers to specific content types who will not see each other's articles.

Important: This feature is disabled by default. To enable it for a specific account, go to the Account Setup page and select the Beta Account Features > Enable users groups permissions option. Contact your Customer Success representative for further information

To add a user to a permission group, do the following:

  1. In the Bold360 AI platform, go to Admin Center > Users and click on the name of a user.
  2. Click the Permission Groups icon at the top of the page:
  3. Click Create group.
  4. Name your group and make sure you select the right Knowledge Base where you want to associate your articles with permission groups.
  5. Click Save.
  6. Click the name of a user to edit it and click Permission Groups at the top of the page.
  7. Make the user the member of a permission group by selecting a group. On the user details page, you see the associated permission groups in the Member of field.

Once you are done, you must also assign articles to permission groups:

  1. Go to Knowledge > Articles and select an article.
  2. On the Options tab, select the Permission Groups that you want to assign to the article.
  3. Publish and close the article.
Note: You must add articles one-by-one to a permission group.

Once you are done, only users in the proper permission groups will see the article.