What are the options for configuring a conversational widget?

What are the options for configuring a conversational widget?

Conversational settings per touchpoint

These settings apply to a chosen conversational touchpoint when Skin is set to Slim and Widget Mode is set to Conversational. To adjust these settings, go to Touchpoints > Widgets > Floating widget > Personalize > Conversation.

Option Definition
Persistent menu value

You can add a quickly accessible list of articles to the conversational widget. You can access the persistent menu options on the left side of the chat field. These options can be used either as a persistent FAQ or as channeling by linking a referred article and hence creating a persistent escalation button.

Articles can be added as a comma separated list of [ articleid ] : [Display title] pairs. [Display title] is the title to be presented in the list. If auto-translations are enabled, the content of these lists are also translated. Customers have the following experience when a persistent menu is enabled for a conversational widget:

Require API Key (Floating widget only)

Use only when access to the conversation should be restricted to an API key. Required when your Bold360 AI setup includes conversation via mobile app.

Tip: If conversational features are not working, make sure this option is set to No.

Enable Channels

Toggle channeling on to enable channeling policies to be applied to this widget.

Enable Feedback

Prompt users for Yes/No feedback regarding their experience. For a Yes response, users are thanked for their feedback; no other data is stored. For a No response, users are prompted to enter verbatim feedback and the response is reported as negative feedback. Contact Bold360 AI support for assistance customizing the Yes/No options.

Instant feedback

Customers can provide instant feedback on each answer that they receive in a conversational widget. When enabled, thumbs-up and thumbs-down buttons are displayed at the bottom of the answer in conversational mode for the customer to give instant feedback on it.

Time before feedback

After each inquiry, the amount of time in seconds to wait before prompting users for feedback. Reset with each submission. This option is available when Enable Feedback is selected.

Feedback text

This is the message users see when prompted for feedback. The default text is "Was I helpful?" If the user clicks Yes, the bot replies "Thank you." If the customer clicks No, the bot replies "How can I improve?" The user can then type a response, to which the bot replies "Thank you." Contact Bold360 AI support for assistance customizing this text.

Ask an agent

Show users a link that allows them to contact an agent according to your channel setup. The link text is "Ask an agent." If a user clicks the link, the bot becomes unable to provide answers for 30 minutes. Contact Bold360 AI support for assistance customizing the link text.

Show support center link

Show users a link to your support center. The link text is "Open in browser." Contact Bold360 AI support for assistance customizing the link text.

If no support center is associated with the knowledge base, a link to the article is presented.

Enable answers in parts.... For long articles, show part of the answer and a link to expand the article. The link text is "Read More +." For more about the Read more button, see How can I customize message length in widgets?
Context info

Define the context applied to this touchpoint. You must use the same context as set on the Admin Center > KB Setup > Context tab. This allows you to provide a unique answer per touchpoint.

Search precision

Set how widely the bot searches for answers. We suggest using the default value (Restrictive) since other options may result in too many (Normal) or too few (Very Restrictive) results.

Multiple results header The text users see above numbered options when the bot finds multiple articles.
Error Answers Add a statement or article the bot shows in response to questions it cannot answer. The first answer in the list is shown in response to the first question the bot cannot answer. The second is shown in response to the second question it cannot answer. Etc. This is defined per knowledge base, not per touchpoint.

Use Quick options for a conversational article in the Article Editor

For conversational articles, you can define whether you want to use Quick Option buttons for a question directly from the Article Editor. When using quick buttons for a property (that is for a question), the widget displays results to the customer as a list of options to choose from. If you believe that your customers would see too many buttons as options, you can simply disable Quick Options while editing a conversational article, without editing the related entity.

Note: If you disable quick options for a property in the Entities editor, then you cannot enable it in the Article Editor.