Chat Articles

How to enable video chat

Allow agents to chat with your visitors face to face. During video sessions, either both parties or only operators can stream video.

Who can use this feature?

  • Video chat is available on request for Premier or Enterprise subscribers. Contact your representative for details and pricing.
  • Operators can use video chat in the web client at web.boldchat.com only.
  • Visitors and operators must use Chrome for Android on mobile, or any of the last 20 versions of Chrome on desktop. Firefox, Safari, Internet Explorer and Edge are not supported at this time.
Note: Video chats are never recorded; however, when Speech-to-Text is enabled, the transcribed text remains available in the chat history.

What are the technical requirements to use video chat?

Requirement Details
Allowlisting and open ports

From both the support agent's and the customer's network, the following web resources need to be accessible:

  • *.bold360.com
  • For networks explicitly filtering outbound destination ports and protocols, the following ports are used on Bold media sessions:15000 (UDP traffic) or 443 (TCP traffic) for Bold media sessions
    Tip: It is recommended that you allow UDP traffic through port 15000. Restricting the traffic to TCP may decrease the quality of the Bold support experience.
Fix IP
  • 52.154.166.133
  • 20.106.8.231
  • 20.221.16.142
  • 20.109.225.86
  • 20.82.12.159
  • 20.103.243.187
  • 20.126.246.165
  • 20.76.254.181
Bandwidth You need a working internet connection with stable 0.5 Mbps download and 0.8 Mbps upload bandwidth.
  • Minimum quality (640x480) - ~164 KBytes/sec, both for inbound and outbound video chat (depends on whether one-way or two-way video streaming is used)
  • HD quality (720p) ? ~492 KBytes/sec
  • Full HD quality (1080p) - ~984 KBytes/sec
  • Type/bandwidth: jitsi/webrtc

Configuring the chat window

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. When enabled, video options are displayed at the bottom of the chat window.

Restriction: For security reasons, recent versions of Chrome and Firefox require that any website that implements Powerful Features, such as voice or video, must be served over a secured connection (HTTPS). BoldChat communications are always encrypted, so video chat will be launched in a separate secure window if your website is unsecured (HTTP) and the visitor is on a browser that restricts powerful features.

If you are running an HTTP site with BoldChat, we recommend that you make the switch to HTTPS:

  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window window, make sure you are on the Chat Form tab.
    Note: Video chat is only available for layered chat windows.
  3. To activate video chat for any layered window on either desktop or mobile, select Video Chat.

    Result: Additional options are displayed.

  4. Additional options:
    • Operator Video Only: Only the operator can stream video. Audio is two-way, but video is one-way. Use this to prevent visitors from accidentally showing themselves.
    • Go Directly to Video Setup: The camera setup window is displayed to the visitor after they click the video chat button and complete the pre-chat form (if applicable). The visitor can choose video settings before calling the operator.
    • Multiple Visitor Confirmations: When enabled, the visitor is shown an additional prompt before chat begins. Use this for enhanced visitor privacy.
    • Speech-to-Text: This feature transcribes the conversation between the operator and the visitor in real time using Google's Web Speech API. Language is automatically detected based on the chat window's language setting that takes into account each participant's IP address and HTTP header. The actual spoken language may not always be accurately detected. Transcribed messages are excluded from the chat transcript and are accessible only to the operator in the Message History panel, marked with STT.
      Note: The accuracy of speech recognition is influenced by the visitor's acoustic environment, microphone quality, connection bandwidth, clarity of speech and pronunciation. In adverse conditions, transcription quality may degrade and affect the operator's chat experience.

We recommend that you use different machines for testing video chat as operator and visitor.

Having problems?

Check the following.

Symptom Action
Video chat is not available. Are you using the web client in a compatible browser? Video is only supported in Chrome version 31 or newer. If you are using the BoldChat Operator Client, go to https://web.boldchat.com/.
Webcam and/or audio access is blocked in the browser.
  1. Click the camera icon in the address bar to bring up the device permissions dialog.
  2. Ensure that either the Always allow... or Continue allowing... option is selected.
  3. Click Done.

You will not be asked again once you have given permission to access your devices.

If the issue persists, check that access to devices is not being blocked globally.

  1. Go to Settings > Show advanced settings....
  2. Under Privacy, click Content settings....
  3. Ensure that Ask when a site requires access... is selected under both Microphone and Camera.
  4. Click Manage exceptions... to ensure that BoldChat hosts are not being blocked.
  5. Click Done.
Note: You may need to reload the page for the permission settings to take effect.
Video is stuttering or breaking up. Video chat is bandwidth-intensive. Check your network connectivity and quit any application that may produce high network traffic.
Video is blank or there is no audio.
  • Clear your browser's cookies.
  • Are your drivers up-to-date? Install the latest drivers for your devices.
  • Are other applications using your webcam? Multiple capture may not be supported by your system. Ensure that the webcam light is off before starting the chat and quit all potentially interfering applications.
  • Are both audio and video streams enabled? Check the media controls.
Video chat starts in a popup window. Your site is served over an unsecured (HTTP) connection. See Configuring the chat window for how to fix the problem.

Troubleshooting BoldChat

A checklist of the most common communication issues when logging in to BoldChat.

Connection issues due to proxy settings

You may encounter connection issues if your proxy is not configured properly. Since BoldChat uses the proxy settings of Internet Explorer, try resetting your browser to use default settings:

  • In Windows 10, go to Windows Settings > Apps. On the Apps & features tab, search for Microsoft Edge. Select it and click Advanced options, then click Reset.
  • In Windows 8.1 or prior, open Internet Explorer and go to Settings (gear icon) > Internet options. On the Reset Internet Explorer settings pane on the Advanced tab, click Reset.

Server Connection

WebSocket connections for Web Client and Chat Windows have been introduced with version 7.80. If the WebSocket connection fails, connection automatically falls back to normal streaming methods.

How to turn on/off notifications for incoming chats, emails in the Agent Workspace

You can set the Agent Workspace to either play a sound or not when you receive a chat or email.

  1. Sign in to the Agent Workspace.

    Result: The Agent Workspace is displayed.

  2. At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.


    Note: You cannot change the sound volume of notifications.

How to discuss a customer's email with another Operator in the Agent Workspace

You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are responding to a customer's email.

Discussions are private and are only visible to the Operator who participate in the discussion. The customer does not see these messages.

Note: You must have the Actions > Emails > Discussions permission enabled to use this feature.
  1. To start a discussion, click Discuss at the bottom of the email panel.

    Result: You are prompted to select a discussion partner.

  2. Select an Operator and click Send request.

    Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

When the invited Operator accepts the invitation, the Discussion panel opens. Both you and the invited Operator will see the original email and the discussion side by side.

How to discuss a customer's issue with another Operator in the Agent Workspace

You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are chatting with the customer.

Discussions are private and are only visible to the Operators who participate in the discussion. The customer does not see these messages.

Note:
  • You must have the Actions > Chats > Discussions permission enabled to use this feature.
  • You cannot run Digital DX reports on discussions.
  1. To start a discussion, click Discuss at the bottom of the chat panel.


    Restriction: During remote access, Discussion is unavailable.

    Result: You are prompted to select a discussion partner.

  2. Select an Operator or a department and click Send request. When you select a department as discussion partner, Bold360 automatically assigns the discussion to an available Operator in that department. See How are discussions distributed when sent to a department.

    Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.

When the invited Operator accepts the invitation, the Discussion panel opens. Both you and the invited Operator will see the original chat and the discussion side by side.

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.
After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

If the discussion was initially assigned to a department, rather than directly to an Operator, then when the Operator transfers the chat, the following occurs:

  • The chat inherits the discussion's department
  • The chat is assigned to the discussion partner

What are best practices for discussing customer issues?

We recommend agents leverage the discussion feature. Agents can select a department as well as a specific agent to start a chat discussion. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. This allows for discussions to take place in the same window as customer chats so that agents never miss anything. It is also possible for multiple agents to participate in a discussion.

Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

How to manage incoming email according to rules (Email Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > Email Rules Engine Setup.

    Result: The Email Rules Engine window is displayed.

  2. On the Email Rules Engine, click New.

    Result: The New Email Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.
    • Has Attachment
    • Email Account
    • Email Type
    • Subject Contains
    • Body Contains
    • User Email Address Contains
    • Destination Email Address contains
    • Anywhere Contains. This uses OR logic when looking for matches in any field ... Contains field (Subject or Body or User?s Email Address or Destination Email Address). Enter each string in a separate line in the input field . Strings on a single line are treated as exact matches, while strings on separate lines are treated as logical OR conditions by the engine.
    • Department

    The rules engine compares the properties of incoming email against the criteria and performs the rule's action when there is a match.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the email to a specific email folder
    • Department, to make the email available to members of a specific department
  6. To assign attributes to an email when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the Email panel. Operators can use the information to make decisions about how to handle or organize emails.

  7. Save the rule.
  8. Continue to create rules.
  9. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.

Email Category, Status and Custom Field setup

To help you organize emails, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up email Category values

Create values that are presented to operators as options under Category on an email form.

Fastpath: To create email Category values, go to Setup > Account Setup > Emails > Email Categories.

Setting up email Status values

Create values that are presented to operators as options under Status on an email form.

Fastpath: To create email Custom Status values, go to Setup > Account Setup > Emails > Email Statuses.

Setting up email Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an email form.

Fastpath: To create email Custom Field values, go to Setup > Account Setup > Emails > Email Custom Fields 1 or 2.

How to set up user emails with the BoldChat API?

You can use the BoldChat API to update user emails without logging in to BoldChat.

Important: you must have the following account information to make a successful API call:

Your account ID (AID) that you can get by logging in to setup.boldchat.com.

In the example below, AID is 2648701413998819186

An API settings ID that you can create in the Setup > Account Setup > APIs > API Settings menu in the BoldChat Operator Client.

In the examples below, the API settings ID is 4156437641927623076

For your convenience, we have provided a sample API test page that you can use at https://developer.bold360.com/help/EN/Bold360API/Bold360API/jsonpapi.html

To change user email addresses, do the following:

  1. Retrieve LoginIDs with the getOperators API call as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_data_extraction_list_data_getOperators.html

    The following is an example API call:

    https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/getOperators?auth=2648701413998819186:4156437641927623076:1569829495.....4c76

    Sample response:

    {	
        "Status": "success",	
        "Truncated": false,	
        "Data": [	
            {	
                "LoginID": "2624038010865729044",	
                "UserName": "jsmith",	
                "ChatName": null,	
                "Name": "John Smith",	
                "Email": "jsmith@company.com",	
                "EmailName": null,	
                "SSONameID": null,	
                "Disabled": null,	
                "PermissionGroupID": "2624011959449693646",	
                "Departments": [	
                    {	
                        "AssignmentPriority": 4,	
                        "Priority": null,	
                        "DepartmentID": "2624050121264430460"	
                    }	
                ],	
                "SmsService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "EmailService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "TicketService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "ChatService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "TwitterService": {	
                    "Capacity": 0,	
                    "Available": false	
                }	
            },	
        ]	
    }
  2. Update the email address with the editOperator API call of a user as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_provisioning_operator_editOperator.html

    The following is an example API call:

    https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/editOperator?auth=2648701413998819186:4156437641927623076:1569831474018.....0459404&OperatorID=2624038010865729044&Email=john2.smith@company.com

    Sample response:

    {	
        "Status": "success"	
    }
  3. Repeat updating the email address of all users necessary.

How to view incoming emails

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the Email folder.

    Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.

  2. From the list of Emails threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. In the main pane, select the Email tab.
    Tip: If more than one email is in the thread, you can select the email you want in the Emails box on the Email tab.
Tip: To view email threads that share the same user email address, click the Email History tab on the Email service interface.

How to show an email form when no operators are available

You can set the Unavailable Email Form to appear when a no operators are available to answer a chat request.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Unavailable Email Form tab, select Enable.
    Tip: To customize or localize the Unavailable Email Form, go to Brandings tab > Custom > Common and select the Unavailable email group.
  3. Enter the email address to which submitted forms should be sent.

    Multiple emails must be separated by a comma, semi-colon, or space.

  4. Save your changes.

How to add a chat button to an Outlook email footer

To add a button to your email signature that users click to initiate a chat session, you simply generate the appropriate chat button code and associate it with your Outlook signature.

  1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

    Result: The Generate Chat Button HTML window is displayed.

  2. On the Generate Chat Button HTML window under Type of Chat Button, select Email Signature Chat Button.
  3. In the email signature field, enter the signature that you want your customers to see.
  4. Under Customize Chat Button Images, select the button that users will click to initiate a chat session from your email signature.
  5. Under Email Signature, choose a signature to which the chat button will be appended.
    • Option. Type a new signature directly in the space provided.
    • Option. Click Open to select an existing email signature. The Open file... dialog is displayed with the path: C:\Users\*username*\AppData\Roaming\Microsoft\Signatures. Select a signature and click Open.
  6. On the Generate Chat Button HTML window, click Save.

    Result: The chat button is added to your email signature.

How to trace back email routing history

Gain insight into how a particular email was routed by operators, the Rules Engine or the email ACD.

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the Email folder.

    Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.

  2. From the list of Emails threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. Navigate to the Rule Applied section in the Details or Email History > Details tabs.
    Tip: You can also display trace information by adding the Applied Rule ID and Applied Rule Name fields to the Dashboard. See also Add/Remove fields.

    Result: You can trace back thread history using the information displayed.

How to configure BoldChat to receive emails

Configure BoldChat to receive, track, and manage emails.

Note: An Enterprise subscription is required.
  1. Create a new email account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Emails > Email Accounts > New. The New Email Account window is displayed.
  2. Enter basic account settings on the Email Account tab:
    • Enter a Name for the account for internal reference
    • Enter the Email Address to use when sending email.
    • Enter a Friendly Email Name to be used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    • Enter the User Name of the POP3 server. For example, in the email address support@acme.com, the user name is support.
    • Enter the Password associated with the user name for the POP3 server.
    • Enter the host name or IP address of your mail Server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails will be retrieved from this POP3 server. You are not required to specify a SMTP server address. The desktop Operator Client is designed to use BoldChat's SMTP servers to send outbound emails.
    • Choose your server Type: POP3 or IMAP.
    • Select Active to activate the email account.
    • Select Leave Copy of Message to store copies of emails on your POP3 or mail server to facilitate download to Outlook or any other mail client.
    • To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. The default port is 995. Please check with your service provider as required.
  3. Enter additional settings on the Other Settings tab:
    • Select Maintain email thread ownership on new mails to preserve the Owner (Operator) field of each email thread.
    • Select Show emails as plain text to show incoming email as plain text rather HTML.
    • Select Append Email Thread ID to append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers/visitors.
    • Set the Encoding for outgoing and incoming messages.
    • Use the Auto-bcc field to specify an email address that is included in the BCC field of all outbound emails from the Operator Client.
    • Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which operators can be assigned emails by the automatic distribution system.
    • Assign Canned Message Folders. See Canned Messages.
  4. On the Auto-Responder tab, you can setup auto-response rules to answer incoming emails.
  5. On the SMTP Setup tab you can setup an SMTP server to use for your outgoing email.
  6. On the Email Footer tab you can compose, design, and enable a footer that is appended to all emails sent from this email account.
  7. Save your changes.

How to set up automatic email distribution

Automatic Email Distribution (AD) allows you to automatically and intelligently distribute and assign incoming emails to your operators.

Important: Before you continue, make sure you have set up BoldChat to manage email.
Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Automatic Distribution > Automatic Email Distribution Setup.

    Result: The Automatic Email Distribution Setup window is displayed.

  2. Select Enable automatic distribution.

    Result: This activates ACD at the account level.

  3. Select options:
    Option Description
    Reassign if not accepted in X minutes When selected, emails are reassigned to another operator when the originally assigned operator does not accept the thread within the specified period of time.

    An operator who fails to answer in time is set to Away status to prevent new threads from being assigned. The operator must then explicitly log back in as Available.

    Limit concurrent email threads to X When selected, the number of threads that can be assigned to each operator is limited. When an operator reaches the limit, they are no longer assigned new threads.

    This limit setting can be overridden at an individual operator level.

    Operators waiting for assignment When there are fewer incoming email threads than operators can handle, some operators will be waiting for an assignment. Threads are assigned to highest ranked operators first, but you can choose an assignment method for operators of the same rank. See How to rank operators.

    To determine which waiting operator gets the next email, choose an assignment method:

    • Least Busy. Assign the next incoming thread to the operator who has the fewest active threads and has waited the longest. Choose this to balance the workload between operators.
    • Most Busy. Assign threads to your busiest operators. The next incoming thread is assigned to the operator who is handling the most threads until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-email tasks along with their email related work. Those who are managing email will stay busy with email, while others can stay focused on non-email tasks. To prevent overload on a single operator, make sure concurrent limits are set.
    • Round Robin Rotate assignment among all available operators regardless of waiting time or number of active threads (until their concurrent limit is reached). Choose this option to balance the number of threads assigned per operator. Lower ranked operators will only be assigned a thread if all higher ranked operators have reached their limit.
  4. Save your changes.

    Result: Settings are applied to your entire account except where overridden at the department or operator level.

How to monitor the emails of your organization in the Agent Workspace

You can view emails that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue
Emails in queue waiting to be assigned to an Operator.
Assigned to Agent
Emails which have already been assigned to an Operator.
Closed
Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted
The date and time when the first Operator accepted the email thread.
Agent
The name of the Operator who the email thread is currently assigned to.
Answered
Time and date when the email was first answered.
Answered by
The name of the Operator who first answered the email.
Applied rule name
The name of the routing rule that distributes emails based on settings such as Department.
Closed
The time and date when the email thread was closed.
Closed by
The name of the Operator who closed the email thread.
Created
Time and date when the customer sent the first email in the thread.
Department
The department the email thread is currently assigned to.
Destination email address
The email address where the customer originally sent the email.
Email account
The email account of the Operator as defined in the Admin Center.
Email count
The combined number of emails that the customer and the Operator have sent in the thread.
Email thread ID
The identifier of the email thread.
Email thread type
The email protocol used to receive emails.
First incoming arrived
Time and date when the first email in the thread arrived at Digital DX.
Folder
The email folder in Digital DX where the email is saved.
Last assigned answered
The time and date when the last assigned Operator answered the email.
Last assigned by
Either Automatic Distribution or the Digital DX user who last assigned the email to an Operator.
Last email type
The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived
Time and date when the last email in the thread arrived at Digital DX.
Opened
The time and date when the Operator opened the first email in the thread.
Queue Time
The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to Operators.
Subject
The subject of the customer's email.
Total reassign
The number of times the email thread was assigned to an Operator.
Updated
The time and date when the email thread was last changed.
User email address
The email address of the customer.
User email name
The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email
Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads
You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads
You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails
You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails
You can transfer emails between Operators in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat in the Agent Workspace.
Sort emails by column
Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see email threads marked in red.

    Note: You can define conditions only for columns that display time.
  4. Click OK to save your changes.

    Result:

How to email a chat transcript

You may share the transcript of a chat with others that do not have access within BoldChat.

  1. Select the chat you would like to send.
  2. Click the Email icon in the toolbar above the chat list.
  3. In the dialog window that appears, enter the email address of the recipient and click OK.

    Result:

    Tip: The visitor also has the ability to send the chat transcript by clicking the Email icon in the lower-right corner of the chat window.

How to answer an email

Note: An Enterprise subscription is required.
  1. Select the email thread (see How to view incoming emails).
  2. From the email thread in the main pane, select the email to respond to.
  3. Above the email details (Date, From, To, Subject), click Reply (single email icon).
    Note: There is no limit on the length of an email's subject when you create a new email, but you should consider that messages with concise subjects are more likely to be read.
  4. Enter the response, then, above the email details, click Send this email (single email icon).
Tip: When composing an email, the To, CC, and BCC fields remember email addresses used in the past. The list is maintained per-operator and is initially empty. To manage the remembered list, right-click the drop-down to delete a single addresses or the entire list.
Tip: To manage email signatures that you can insert in your emails and edit before sending, go to Setup > My Email Signature Setup. Proper permission may be required from your BoldChat administrator before you can manage your own signatures.

Email with customers

Everything you need to know about working with email in Digital DX.

To work with an incoming email, select the email you want to work with on the left side of the workspace.

To create a new email, click the + (plus) icon.

Email options

View customer information and history
When an email is minimized, click Show info. When an email is maximized, details are shown automatically.
Open in a new browser window
Reply, Reply All, Forward, Close Now
Standard email options.
Prepare a wrap-up
Click My Wrap-up to prepare notes about the session.
Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
Transfer
Click Transfer to assign the email to another Operator or department in your organization.

Options when replying to a message

Send
Sends your message and leaves the email open.
Send & Close
Sends your message and closes the email.
Subject & Recipients
Select the recipients of your email.
Close
Closes the email. You must confirm that you want to close the email by clicking one of the following:
  • Yes - Closes the email. Next time you close an email, you will see the same dialog.
  • Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
  • No, continue the email - Select if you want to continue the email conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end email.
Cancel
Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

Canned messages are predefined strings of text that an Operator can insert into a conversation. With canned messages, Operators can send common responses without typing.

To toggle canned messages on/off while composing an email, click the icon that looks like a can along the right side of the page.

Insert a canned message

To insert a canned message into the body of an email, simply click it.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

How to configure BoldChat to manage SMS (text messages)

To implement BoldChat's SMS functionality you must configure an SMS account and provision a phone number to integrate with our SMS gateway.

Note: An Enterprise subscription is required.
Note: Additional per message fees apply, check our website for block message rates.

As with chat functionality, the SMS service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming chat requests.

  1. Create a new SMS account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Messaging > SMS Accounts > New. The New SMS Account window is displayed.
  2. Name the account.
  3. Under Phone Number Acquisition, choose your Country and Area Code and then select Find Phone Number.

    Result: Once a number is provisioned for your account, the number is displayed to the right of the Phone Number label. This number is used to provide visitors the ability to initiate an SMS session from their mobile device.

  4. To associate incoming SMS with a department, choose a Department.
  5. Set an Auto-End Interval to end sessions automatically when a visitor's response is not received within the defined period.
  6. Under Enable Business Hours you can set hours of availability specific to SMS functionality.
  7. Configure the auto-responder.

    To configure the SMS auto-responder you must create rules by which incoming SMS requests are evaluated. When all criteria in the rule are matched, a response is triggered.

    1. Select the Auto-Responder tab and then the New menu item. The New Rule window is displayed.
    2. Name the rule and define criteria.
    3. Select the response to send when criteria are matched and the rule is triggered.
  8. Configure Post-SMS Settings.
  9. Save your changes.

How to view incoming SMS messages

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

    Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.

  2. From the list of SMS threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. In the main pane, select the SMS tab.

How to search for an SMS message

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

    Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.

  2. In the upper-right corner, above the list of SMS threads, click the Search icon (binoculars).

    Result: The Search SMS window is shown.

  3. Enter the keyword to search for and any extra criteria.
  4. Click Go.

    Result: A list of matching results will be displayed on the left.

  5. Select a result on the left for the full details to be displayed on the right.

    Result: The displayed SMS can now be answered or managed as usual.

How to associate canned messages with a chat window

You can correlate specific canned message folders with a chat window. This can be helpful in an environment with multiple web sites to ensure that relevant messages are presented to operators.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Other tab, select the canned message folders you want to associate with the chat window.
  3. Save your changes.

How to monitor the messages of your organization in the Agent Workspace

You can view messages that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Messaging > Grid View: Active Messages permission to see messages in Monitor View.

Messages are grouped on the following tabs:

Queue
Messages in queue waiting to be assigned to an Operator.
Assigned to Agent
Messages which have already been assigned to a live Operator.
Closed
Closed messages of your organization.

View message details

You can select the level of message details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the message list. Sorting does not apply to the column order in the message list.

You can also filter messages by department and message folder. To do so, click the department selector or the message folder drop-down list respectively.

Depending on what messages you view, the following message details are displayed:

Agent messages
Number of messages the Operator has sent.
Answered
Time and date when the message was first answered.
Channel name
Name of your additional messaging channel that has been set up for you.
City
The city where the customer started the conversation.
Closed
Time when the message was closed and was listed on the Closed tab.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the message button.
Customer Email
Email address of the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Department
The Digital DX department of the Operator.
Folder
The messaging folder in Digital DX where the message is saved.
Language
The language of the message, which is English (en-US) by default.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator.
Last message sent
Date and time when the customer's most recent message was received.
Message type
The type of message the customer sent. The following types are supported:
  • Facebook (available for Agent Workspace users only)
  • SMS
  • Message, which represents a conversation on your additional messaging channels
Messaging ID
The unique identifier of the message thread.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the message was started.
Urgency
Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

Get the preview of a message
Select a message in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the Customer History panel on the right of the message list.
Search for message threads
You can search for message threads based on any details that you see in the columns. When you type into the Search field above the list of messages, it dynamically filters and lists those messages that contain your search term in any visible columns. For example, you can search for messages an Operator received from a specific phone number.
Filter closed message threads
You can list message threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed message threads. You can also select a custom date-range from the calendar. Click Refresh to list closed message threads for the selected period. Only those message threads are listed where the Closed date is within the defined period of time.
Filter your own messages
You can list your own messages on the Assigned to Agent and Closed tabs by clicking My items above the list of messages.
Transfer messages
You can transfer messages between Operators in your organization on the Queued and Assigned to Agent tabs. Transferring messages is similar to transferring chats. For more information, see How to transfer a chat in the Agent Workspace.
Sort messages by column
Click the column name to sort messages by that order.

Set up warnings for your messages

You can set up warnings to display that there are issues with some of your messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the message was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see message sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.

How to monitor the chats of your organization in the Agent Workspace

You can view chats that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list chats, click the arrow in the-top left corner of the workspace above your list of sessions.

Important: You must have Actions > Chats > Grid View: Active Chats permission to see chats in Monitor View.

Chats are grouped on the following tabs:

Queue
Chats in queue waiting to be assigned to an Operator.
Assigned to Agent
Chats which have already been assigned to a live Operator.
Closed
Closed chats of your organization.

How to answer an SMS message

Note: An Enterprise subscription is required.
  1. Select the SMS thread to respond to (see How to view SMS messages).
  2. In the toolbar of the main area, under the SMS tab, click the Answer this text icon (phone).
  3. Enter the response and click Send.

Canned messages for chat: Using predefined replies in the Agent Workspace

Canned messages are predefined strings of text that an Operator can insert into a conversation. With canned messages, Operators can send common responses without typing.

Important: You must have Setup > Chats > Chat Canned Messages permission to use canned messages.

Show or hide canned messages in the workspace

To toggle canned messages on/off while chatting, click the icon that looks like a can at the top of the workspace or on the chat panel when in minimized view.

Insert a canned message

To insert a canned message into an active chat, simply click it.

The message is inserted in the chat panel but not sent. Press Enter to send.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing "Top folder" you can search all available canned messages.

What are best practices for using Canned Messages?

  • We recommend setting up Canned Messages so that agents can provide quick, canned responses. This allows agents to be more efficient by handling multiple chats at once with the power to send pre-built messages.
  • Build folders of Canned Messages to be used by different teams
  • Limit who has access to which Canned Message folders via permission groups
  • Set up shortcuts and encourage agents to leverage shortcuts
  • Include hyperlinks, images, and videos
  • Correlate specific Canned Message folders with a particular chat window
  • Leverage variables such as ${login.Name} or ${chat.ChatName}
  • Canned Messages will save your agents time, and result in reduced response times and better customer experiences. Decreased ART and ASA increase efficiency and therefore reduce cost and increase customer satisfaction.

How to accept a text message (SMS) in the Agent Workspace

To work with a text message, click it on the left side of the workspace under Messages.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
  • To be able to accept messages, make yourself available on the left panel.

  • To answer a message, look under Messages and click an SMS message.


    Tip: The chat at the top of the list may be the most urgent (newest).

    Result: The message opens in a new column in the workspace to the right and is ready to work with.

  • A red spot tells you that the customer is waiting for a response.
  • To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

    Result: You are prompted to select an Operator or department. Select the receiving Operator or department and click Transfer.

  • Options while working with a message:
    • View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
    • Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to create and edit a custom canned message

Operators can create their own canned messages for their individual use and organize canned messages according to their own preferences.

Restriction: You must have the following permission from your administrator: Can Use Personal Canned Messsages.
  1. Click Setup > My Canned Messages Setup.
  2. Select an existing message or click the Create a new item icon in your preferred folder.
    Option Description
    Name The name of the custom canned message. This field is only used internally for identification and referencing and never displayed to visitors.
    Access Key The access key is a key combination that inserts the message into a chat.
    Shorthand code The shorthand code is a typed shortcut that inserts the message into a chat. Type the shorthand code followed by a space in the chat editor to automatically complete the message. The shorthand code can only contain alphanumeric characters.
    Show in Answer Dropdown Determines whether the canned message appears in the chat editor dropdown list.
    Language This value acts as a filter to ensure that you see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed as <Not specified>.
    Keywords Assign keywords to canned messages to find them more easily in the chat editor.
  3. Type and format the message.
  4. Save your changes.

How to transfer a message in the Agent Workspace

You can transfer messages to other Operators or departments in your Bold360 organization.

  1. To transfer a message to another team member, click Transfer at the bottom of the message panel.

    Result: You are prompted to select an Operator or department.

  2. Select the receiving Operator or department and click Transfer.

    Result: The message is transferred and removed from your workspace (the column closes).

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the message will be assigned back to you if there are no other available Operators.

Transfer messages while monitoring sessions

You can transfer messages to an Operator in your organization while monitoring conversations.

  1. To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
  2. Select a message on the Queued, or Assigned to Agent tab.

    Result: You can select multiple messages to transfer.

  3. Click Assign to... and select an Operator or a department where you want to transfer the message.

    Result: Optionally, select Transfer automatically to use automatic distribution for messaging and let Bold360 choose an available Operator.

  4. Click Transfer.
    Note: When you transfer a message to an Operator, make sure their workload allows them to take an additional message. The number next to an Operator's name represents their current tasks, excluding emails.
You can also transfer the message to yourself by clicking Assign to me.

How to use the BoldChat Web Dashboard

Enterprise subscribers can use the Web Dashboard to view a summary of account activity from anywhere ? desktop, tablet, or phone.

The Web Dashboard (https://dashboard.boldchat.com) gives you the following:

  • Real time visual data of key metrics
  • On-screen notifications for certain metrics, with customizable thresholds
  • Responsive design for easy viewing on desktop, tablet, or phone
  • A set of default charts that you can customize and expand to meet your needs

Working with the Web Dashboard

To access the Web Dashboard, log in to your enterprise account at https://dashboard.boldchat.com.

Important: To be able to edit and view the Web Dashboard, a user must have the following permission: Setup > Account Setup > General > Permission Groups > Can Access Web Dashboard.

When viewing on a desktop:

  • View charts (widgets)
  • Edit charts ? use the options menu to edit, copy, or delete a chart
  • View and acknowledge notifications
  • If you delete the last chart, you will be prompted to restore default charts upon refresh
  • Arrange charts on the screen ? drag and drop by clicking anywhere in a chart's header

When viewing on a phone or tablet:

  • View charts
  • View and acknowledge notifications

Chart types

The following charts are available to Enterprise subscribers at https://dashboard.boldchat.com.

Chart name Description User Tips Options and Filters
Chat activity A summary of chat activity in your account. By default, it shows the total number of offered chats per day for one week, including the current day. Hover above or tap a line to view additional details. Options: Total chats offered, Abandoned chats, Answered chats, Time period (Last 24 hours, 7 days, 30 days).

Filters: Department, folder, website.

Chat performance A summary of information about chats in your organization compared to target goals. Use this chart to track performance against Service Level Agreements (SLAs). Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Columns to show: Actual, Goal, Difference.

Goal values: Average Speed to Answer (mm:ss), NPS, Overall Chat Satisfaction.

Filters: Department, folder, website.

Chat status Summary information about active and queued chats. Click the chart for details. To display a notification on the Dashboard when a chat has waited too long in the queue, edit the report , set a Notification threshold, and select Notification when exceeded.

You can choose to show details of the longest waiting chat on this chart, but this disables Department and Website filters. Click the chat to see the waiting visitor's name.

Filters: Department, folder, website (except when showing the longest waiting chat, in which case only the Folder filter is applied).
Operator rating A summary of operator ratings submitted by visitors on the post-chat survey. Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Click the page selector at the bottom of the chart to flip through multiple pages when the number of operators exceeds five.

Filters: Department, folder
Operator status The number of operators in your organization by status: In Chat, Available, Away, Offline. Click the chart for details. Filters: Department
Visitors A summary of visitor monitoring activity on your sites, including the number of visitors on each page. The chart itself displays filtered data, while the Total Visit Count and Total Active Invitations are for the entire account. Option: Add a bar to represent each filter.

Filters: Folder.

Add a chart

  1. When viewing the Dashboard on a desktop computer (not a phone or tablet), go to the top of the Dashboard and click + (plus sign).
  2. Select the type of chart you want to add. The chart is added to the bottom of the page.
  3. Go to the bottom of the page to find the newly created chart.
  4. On the new chart, click the options menu and then Edit to customize the report.
    Tip: Don't forget to rename your chart to reflect selected filters and options.
  5. Save your changes.
Tip: To build a new report by editing an old one, click the options menu and select Copy. Go to the bottom of the page to find and edit the newly created chart.

How to set up canned messages

Canned messages are predefined text strings that the operator can insert into a conversation. With canned messages, the operator can reuse commonly used responses without having to type them.

For each technology, canned messages are stored and managed in their respective area.

  • Chat: Setup > Account Setup > Chats > Chat Canned Messages.
  • Email: Setup > Account Setup > Emails > Email Canned Messages.
  • SMS and Facebook Messenger: Setup > Account Setup > Messaging > Canned Messages.
  • Twitter: Setup > Account Setup > Twitter > Tweet Canned Messages.

Operators with proper permission can create and manage canned messages at Setup > My Canned Messages Setup.

Auto Answers: Visitor self-service

Auto Answers is a self-service support feature that provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators.

When enabled, Auto Answers provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators. The feature is configured per chat window definition, which allows you to differentiate and customize visitors' chat experience on your site.

Requirements

  • An Enterprise subscription
  • Only available for layered windows ? Not available for pop-up windows

How do visitors experience Auto Answers?

The typical engagement sequence for visitors is as follows.

  1. The customer asks an initial question.
  2. The customer browses and rates the available answers.
  3. The customer initiates live chat if the issue persists.
Note: Operators can track visitors' Auto Answer browsing history as well as their feedback once the live chat is started:

You can also run reports on Auto-Answers from https://reports.boldchat.com/ and check our available reports.

Step One: Populating the answer pool

Auto Answers utilizes canned messages to present the most relevant answers to visitors based on various factors, such as frequency of use, popularity, visitor rating and key terms.

You can populate the pool of questions and answers using either the BoldChat Client or via API calls.

  1. Adding Canned Messages using the Desktop Client
    1. Go to Setup > Account Setup.
    2. Select Chats > Chat Canned Messages.
    3. Select the folder where you want to store messages for Auto Answers. If you haven't created a designated folder yet, right-click Chat Canned Messages in the left pane and choose New Folder.
      Note: You can organize messages for Auto Answers in folder trees as well as multiple folders, but it is good practice to keep messages intended for Auto Answers in dedicated folders.
    4. Select the Auto Answers folder and click New in the top menu.
    5. Fill in the mandatory fields below and click Save.
      Field Description
      Name Never visible to visitors and used only for referencing and as an identifier.
      Subject Shown as the answer's label in the visitor's search result list.
      Message The message is a HTML snippet that can be formatted with valid HTML markup, just as any other canned message.
      Tip: Not familiar with Canned Messages? See How to set up canned messages to get started.

    Result: Your message is ready to be used with Auto Answers.

  2. Managing Canned Messages via API

    This method is the preferred way to import large amounts of data, such as an entire knowledge base or FAQ to be used with Auto Answers.

    1. Option. Use Canned Folders CRUD Methods to organize and set up Chat Message folders.
    2. Prepare your content.
      • HTML markup and simple CSS formatting are supported.
      • Images must reside on a location accessible to Digital DX and should be referenced using fully resolved URLs.
      • Individual messages are limited to 65,535 bytes (HTML source). We strongly recommend that you split complex and/or lengthy content into smaller chunks to improve user experience.
    3. Import the corpus using Canned Folders CRUD Methods.

Step Two: Configuring the Chat Window

Fine-tune Auto Answers to show content depending on your preferences. For example, when do you want to show Auto Answers to visitors? Will they be forced to read answers, or can they bypass them before engaging with an operator?

  1. In the Desktop Client, go to Setup > Account Setup.
  2. Select your chat window definition you want to use with Auto Answers under Chats > Custom Chat Windows and click Edit in the top menu.

    If you haven't set up your chat window yet, you can learn more under the How to set up a Chat Window definition section.

  3. Go to the Auto Answers tab and select Enable Auto Answers for this chat window.
  4. Use the Auto Answer Status and Auto Answer Type options to adapt Auto Answers to your needs.
    1. Set Auto Answer Status.
      Option Description
      When Operators are Available: Show Auto Answers before chat When agents are available, visitors are always shown Auto Answers before reaching an agent.
      When Operators are Available: Show only if chat queue reaches % of limit While the queue size stays below the defined threshold, Auto Answers is not available and visitors can initiate live chat in the usual manner. Requires Automatic Chat Distribution (ACD) to be switched on with a maximum queue size greater than zero.
    2. Set Auto Answer Type.
      Option Description
      Optional

      Visitors are free to use Auto Answers or engage in live chat with an operator anytime.

      Mandatory

      Visitors must ask questions or click responses a certain number of times (Required Visitor Actions) before they can initiate live chat with an operator.

      Adaptive

      Visitors are free to use Auto Answers or engage in live chat with an operator while the visitor queue size stays below the defined threshold. When the threshold is exceeded, visitors must ask questions or click responses a certain number of times (Required Visitor Actions) before they can initiate live chat with an operator.

      Notes:

      • Requires Auto Answer Status to be Always on. In contrast with the Selective option, Auto Answers behavior is different in Adaptive mode:
        • Auto Answers is always available for visitors before live chat, regardless of queue size limits.
        • When the queue size threshold is exceeded, visitors must use Auto Answers and cannot immediately chat live with an operator.
      • Requires Automatic Chat Distribution (ACD) to be switched on with a maximum queue size greater than zero. Learn more about ACD under How to automatically activate chats (Automatic Chat Distribution).
  5. Configure how answers are displayed to visitors.
    • Response list content: Determines whether the first two lines of answers are displayed in the result list
    • Response list length: Maximum number of query results displayed
    • Chat queue timer: Once the operator responds, the amount of time a visitor can browse answers before being redirected to live chat.
    • Ignore voting...: When enabled, the order of results is only determined by the visitor's query. Previous customer votes are ignored, and do not affect the sorting of answers.
      Note: Subsequent visitor votes are still recorded, and will be taken into account once this option is turned off.
  6. Select the message folders to be used with your chat window under Canned Message Folders for Auto Answers.
  7. Click Save.
The Auto Answers feature is configured and enabled for your chat window.
Tip: Use the Data Extraction API to gain insight into how your visitors use Auto Answers via the getAutoAnswers method.

How to change the language of the Agent Workspace

You can change the language used for your Agent Workspace. This setting has no impact on customers or supported languages. It only affects your own experience on the Agent Workspace site.

  1. Sign in to the Agent Workspace.

    Result: The Agent Workspace is displayed.

  2. At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

Digital DX supports the following languages:

  • English
  • German
  • Spanish
  • French
  • French (Canada)
  • Italian
  • Hungarian
  • Dutch
  • Portuguese (Brazil)
  • Japanese
  • Korean

Prerequisites

  • Make sure you have a Bold360/Genesys DX account and a Genesys Cloud account.
    Note: If you do not have a Bold360/Genesys DX and/or a Genesys Cloud account, please contact your Genesys representative.
  • Your Genesys cloud org should already have a messenger deployment with Predictive Engagement enabled.
    You can read about how to set up Genesys Messenger here
  • Make sure you have a chat window created on your website. You can read about how to set up a chat window here.

Process

                   
  1. Create an OAuth client in Genesys Cloud
    You can find the process of creating an OAuth client in Genesys here
    Follow the referred process and make sure to select Token Implicit Grant (Browser) as Grant Type.
     
  2. Obtain your Bold360 account ID
    Your Bold360 ID is necessary to add the Genesys DX proactive chat integration to Genesys Cloud.
    1. Open the Bold360 admin.
    2. Navigate to Channels > Chat > Chat Buttons (Floating). In Chat buttons, click on the Chat button you want to use.
    3. Click HTML.
    4. Click Generate HTML and copy the account ID from the generated HTML. Save this ID for the next steps.

       
  3. Add the Genesys DX proactive chat integration to your Genesys Cloud organization
    1. In the Genesys Cloud top ribbon, click Admin.
    2. Under Integrations, click Integrations, and search for DX.
    3. Click Install.
    4. In Details, rename the integration if necessary, and then click the Configuration tab.
    5. Paste the previously obtained Bold360 account ID in the Account ID field.

       
  4. Create an API trigger in Bold360
    This API trigger defines the conditions of an API call to be invoked in order to activate the predictive engagement of the selected Bold360 chat button.
    1. Create a new API setting. Name it “GPE+DX” and click Save

      Follow the API trigger creation process described here. See Task 2: Create an API trigger.
      During the process, make sure to set the following:
            In General
               API Key: Settings Key for Customer Journey Embed
               Item type: Chats
               URL Type: Agent button
               View: Embedded
            In Parameters, select VisitInfo in FIELD.
       
  5. Create an action map in Genesys Cloud
    1. Create a segment which defines customer characteristics that you want to engage.
    2. Create an action map: follow the process described here.
      During the process, make sure to set the following:
      1. In Configure trigger type, select Genesys DX Bold Chat. The Bold360 Open Action Schema pops up.
      2. In Bold360 Open Action Schema:
        1. Select the Bold360 Account ID you have added to Genesys Cloud in Step 3 from the dropdown menu.
        2. Obtain the Chat button ID and the Website ID from Chat button (Floating) HTML in the Bold360 admin and paste them in the respective fields. Click Finish.
      3. In Set up Trigger, click Select Segments and select the segment you have created in the first step. Click Done.

         Note: Optionally, you can create outcomes before creating the action map. Read more about outcomes here
         
  6. Creating the iFrame
    1. Host the following HTML file and make it publicly available.

      <!doctype html>
      <html lang="en">
      <head>
          <meta charset="UTF-8">
          <meta http-equiv="X-UA-Compatible" content="IE=edge">
          <meta name="viewport" content="width=device-width, initial-scale=1.0">
          <script src="https://code.jquery.com/jquery-3.4.1.min.js"></script>

          <title>Customer Journey Embed</title>
      </head>
      <body>
      <ul id="data"></ul>
      <p id="status"></p>

      <!-- This page is loaded in an iframe by the Bold360 Agent Workspace when an agent accepts an interaction. -->
      <!-- The page extracts the customerId passed by the parent application and -->
      <!-- uses it to redirect to the customer journey visualisation for that customerId. -->
      <script type="text/javascript">
        const authStorageKey = 'bold_agent_genesys_cloud_auth';
        const redirectStateStorageKey = 'bold_agent_redirect_state';
        const region = getQueryVariable('region');
        const environment = getQueryVariable('environment');  // likely to be undefined most of the time

        function redirectToLoginPage() {
          const redirectUri = getQueryVariable('redirectUri');
          const domain = genesysCloudDomainForRegion(region, environment);
          const clientId = getQueryVariable('clientId');

          const loginUrl = `https://login.${domain}/oauth/authorize?client_id=${clientId}&response_type=token&redirect_uri=${encodeURIComponent(redirectUri)}`;

          saveRedirectState();

          window.location.href = loginUrl;
        }

        function getAuthData() {
          let item;
          try {
            const itemStr = localStorage.getItem(authStorageKey) || '{}';
            item = JSON.parse(itemStr);
          } catch (err) {
            console.error('Could not deserialise auth data', err);
            return {};
          }

          return item;
        }

        function setAuthData(authData) {
          return localStorage.setItem(authStorageKey, JSON.stringify(authData));
        }

        function getSavedRedirectState() {
          return localStorage.getItem(redirectStateStorageKey);
        }

        function saveRedirectState() {
          localStorage.setItem(redirectStateStorageKey, window.location.search);
        }

        function clearRedirectState() {
          localStorage.removeItem(redirectStateStorageKey);
        }

        function exec() {
          const hashParams = new URLSearchParams(window.location.hash.slice(1));
          let authData = parseAuthParams(hashParams);

          if (isAuthValid(authData)) {
            setAuthData(authData);
            window.location.hash = '';
          } else {
            authData = getAuthData();

            if (!isAuthValid(authData)) {
              console.log('redirecting to login page')
              redirectToLoginPage();
              return;
            }
          }

          let queryParamsStr = window.location.search;
          const savedQueryParams = getSavedRedirectState();

          if (savedQueryParams) {
            queryParamsStr = savedQueryParams;
            clearRedirectState();
          }

          const queryParams = new URLSearchParams(queryParamsStr);

          // customerId is passed in the VisitInfo custom parameter from Bold360
          const customerId = queryParams.get('VisitInfo');
          if (!customerId) {
            $('#status').text('No customerId found..');
            return;
          }

          redirectToGadget(customerId, authData.accessToken, queryParams.get('region'));
        }

        function isAuthValid(authData) {
          return authData && authData.accessToken && authData.expirationTime && authData.expirationTime > Date.now();
        }

        function parseAuthParams(params) {
          const auth = {};

          if (params.has('access_token')) {
            auth.accessToken = params.get('access_token');

            const expiresIn = params.get('expires_in');

            if (!isNaN(expiresIn * 1)) {
              auth.expirationTime = Date.now() + expiresIn * 1000;
            } else { // default of 1 hour expiry
              auth.expirationTime = Date.now() + 3600 * 1000;
            }
          } else {
            const authToken = getQueryVariable('auth');
            if (authToken) {
              auth.accessToken = authToken;
              // review if this works
              auth.expirationTime = Date.now() + 3600 * 1000;
            }
          }

          return auth;
        }

        function getQueryVariable(variable) {
          var query = window.location.href.split('?');
          var vars = query[1] ? query[1].split('&') : [];
          for (var i = 0; i < vars.length; i++) {
            var pair = vars[i].split('=');
            if (decodeURIComponent(pair[0]) == variable) {
              return decodeURIComponent(pair[1]);
            }
          }
        }

        function genesysCloudDomainForRegion(region, env) {
          if (env && env === 'dev') {
            return 'inindca.com';
          } else if (env && env === 'test') {
            return 'inintca.com';
          }

          switch (region) {
            case 'euw1':
              return 'mypurecloud.ie';
              break;
            case 'euc1':
              return 'mypurecloud.de';
              break;
            case 'apne1':
              return 'mypurecloud.jp';
              break;
            case 'apse2':
              return 'mypurecloud.com.au';
              break;
            case 'aps1':
              return 'aps1.pure.cloud';
              break;
            case 'euw2':
              return 'euw2.pure.cloud';
              break;
            case 'cac1':
              return 'cac1.pure.cloud';
              break;
            case 'usw2':
              return 'usw2.pure.cloud';
              break;
            case 'apne2':
              return 'apne2.pure.cloud';
              break;
            default:
              return 'mypurecloud.com';
          }
        }

        function redirectToGadget(customerId, accessToken, regionDefined) {
          const domain = genesysCloudDomainForRegion(regionDefined, environment);
          let gadgetUrl = `https://apps.${domain}/journey/gadgets/v0/integration/purecloud-launcher/?gadgetId=holisticCustomerJourney&customerId=${customerId}&customerIdType=cookie`;

          if (accessToken) {
            gadgetUrl += `&accessToken=${accessToken}`;
          }

          window.location.href = gadgetUrl;
        }

        exec();
      </script>
      </body>
      </html>

    2. Determine your region based on the following table.
      URL Used to access Genesys Region short name
      https://apps.mypurecloud.com use1
      https://apps.usw2.pure.cloud usw2
      https://apps.cac1.pure.cloud cac1
      https://apps.mypurecloud.de  euc1
      https://apps.mypurecloud.ie euw1
      https://apps.euw2.pure.cloud  euw2
      https://apps.aps1.pure.cloud aps1
      https://apps.apne2.pure.cloud apne1
      https://apps.mypurecloud.com.au apse2
      https://apps.mypurecloud.jp apne1

       

    3. Set the API trigger iframe URL to https://<url-to-the-html-file>?clientId=<OAUTH_CLIENT_ID>]&region=<REGION_SHORT_NAME>&redirectUri=https://<url-to-the-html-file>.
       
  7. Results on the Agent Platform
    Agents can now inspect the customer's journey on the Agent Platform. 
    1. Make sure that Agents are logged into the Genesys Agent Workspace and into Genesys Cloud as well.
    2. Select the icon of the API trigger set in Step 4 in the top ribbon.
    3. The Web visit visualization of the customer is now visible and Agents can get details about each phase of the the customer's journey.

How to add operators

Add operators to your account.

Required permission: Permission Group > Setup > General > Operators
  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > New.

    Result: The New Operator window is displayed.

  3. Fill in the following basic information about the operator:
    • User Name. The name the operator uses to log in to BoldChat. Visitors do not see this name.
    • Name. The operator's proper name. Visitors do not see this name.
    • Chat Name. The name seen by visitors.
      Tip: Visitors will see an operator's name as Operator unless you set a Chat Name.
    • Initials. Up to three characters. For Enterprise accounts, this is used in the Twitter service to uniquely identify tweets.
    • Email. This address is used to reset a forgotten password.
    • Password. Minimum of eight characters, containing only letters and numbers, and without repeating the same character three times in a row.
    • Chat greeting. The default greeting sent when the operator clicks the Answer button but no other message is chosen.
    • Assign the operator to a Permission Group.
    • Select and prioritize Languages that the operator speaks.
  4. On the Departments tab, assign the operator to departments.

    Premier and Enterprise subscribers can rank operators within each department.

    Important: Operators can be in multiple departments!
  5. Edit optional settings on the available tabs.
  6. Save your changes.

How to Run the desktop Operator Client

Launch the application via the Windows Start button, a desktop shortcut, or any other preferred method. You may be prompted to log in to your BoldChat account. Use the same email and password combination you use to log in at the BoldChat website.

Tip: You can tell BoldChat to remember your user name and password when you log in to the desktop app using the checkbox on the login screen.
Note: Users in an account with a data residency region other than the USA can only log in to BoldChat Operator Client 10.2 version or later.

How to set operator hours

You can set unique business hours per operator.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > New/Edit.

    Result: The New/Edit Operator window is displayed.

  3. On the Other Settings tab, select Enable Operator Hours.
  4. Define a time range.

    Result: At any time outside of the range, the operator is set to Away.

  5. To prevent operators from manually overriding their hours, select Enforce operator hours.
  6. Save your changes.

    Result:

How to force an operator to change their password

Force an operator to change their password upon next login.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > Edit.

    Result: The New/Edit Operator window is displayed.

  3. Select an operator.
  4. On the Login Control tab, select Force password change on next login.
  5. Save your changes.

How to filter canned messages based on chat content (Adaptive Canned Messaging)

Adaptive Canned Messaging uses adaptive learning techniques to present the most relevant canned messages to the operator. Depending on certain factors, such as frequency of use, the context and relevance of messages are weighted and learned over time to generate better adaptive responses to a visitor's query.

Note: ACM logic is also utilized with Auto Answers.
  1. From the main menu of the operator client, go to Setup > Account Setup > General > Operators.
  2. At the top of the Account Setup ? Operators window, click New or select an existing operator and click Edit

    Result: The Operator window is displayed.

  3. Click the Other Settings tab and make sure Use Adaptive "Learning" is selected.

    Don't see the Other Settings tab? You may need to scroll through tabs to find it.

  4. The operator must log off and back on before the setting takes effect.

How does it work in practice? When are "learned" canned messages presented to the operator?

  • When a visitor sends a new message
  • When the operator types into either the search field or the text input field, then pauses for one second
  • When the operator highlights chat text, then pauses for one second

How to print a chat transcript

To obtain a hard copy of a chat, you can print the transcript of the session.

  1. Select the chat you would like to send.
  2. In the toolbar above the chat list, click the Print icon.
    Tip: The visitor may also have the ability to print the chat transcript by clicking the Print icon in the lower-right corner of a pop-up chat window (visitor-side printing is not available with layered chat windows).

How to organize chats by status

You can create status values that operators can assign to closed chats during the post-chat procedure.

  1. Create status values, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Statuses
    2. Click New.
    3. Name the new value and save your changes.

      The new value is available as a list item in the Status) field at the top of the chat area.

  2. The operator is now able to assign the value to a closed chat using the Status field.

How to organize chats by custom values

You can create custom values that operators can assign to closed chats during the post-chat procedure.

  1. Create custom values, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Custom Field (1 or 2)
    2. Click New.
    3. Name the new value and save your changes.

      The new value is available as a list item in the Custom (1 or 2) field at the top of the chat area.

  2. The operator is now able to assign the value to a closed chat using the Custom (1 or 2) field.

How to prompt visitors for information before chat (pre-chat form)

You can set up a pre-chat form that is displayed to visitors after they click a chat button but before actually chatting with an operator. The pre-chat form is a component of the Custom Chat Window definition associated with a chat button or chat invitation. The form can be customized. Visitor input is added to the incoming chat.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. Once enabled and associated with a custom chat button definition, the form is displayed for all chat sessions initiated from the associated button.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window, click the Pre-Chat Form tab.
  3. Click Enable the activate the form.
  4. To allow visitors to choose the chat window language (as set up under Brandings), allow the Language Selector to be shown.

    See also How to provide a chat window in multiple languages.

  5. To prompt visitors for basic information or for a response to an initial question, set any of the following as required or optional:
    • Name
    • Last Name
    • Email
    • Phone
    • Initial Question
    Tip: To customize these fields, go to the Brandings tab under Custom > Pre-Chat Survey > Chat Survey Initial Question
  6. To allow visitors to associate the chat with a department in your organization, select an option for Choose Department.

    To provide the visitor with choices, you must add Available Departments.

  7. If the custom chat window definition is associated with a custom chat invitation definition, you can enable the pre-chat form for chats that are initiated through the custom chat invitation by selecting Enable Pre-chat Survey on Invited 'Pro-Active' Chats.
  8. Save your changes.

How to present a post-chat survey to visitors

You can prompt visitors for feedback after a chat has been closed.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Post-Chat Form tab, select Show survey to visitors after they end the chat.
  3. To add field for standard survey questions, select any of the following options:
    • Prompt to rate Responsiveness
    • Prompt to rate Knowledge
    • Prompt for Comments
    • Prompt to rate Professionalism
    • Prompt to rate Overall
    Tip: To customize or localize the text associated with these options, go to Brandings tab > Custom > Common and select the Post Chat Survey group.
  4. To prevent the survey from being shown to visitors when the chat session involved a limited amount of communication, select Hide survey if visitor sends less than X messages.
  5. Save your changes.

    Result:

How to gather information from operators (Operator Wrap-Up)

Use the Operator Wrap-Up feature to gather information from operators about ended sessions.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Operator Wrap-Up tab, set the following options:
    Option Description
    Auto-Close Set how long an ended session remains in the active chats view (shown in italics) before closing automatically. Required fields must be completed before the session can close.
    Standard Wrap-Up Set fields that operators must complete before a session can be closed.
    Tip: To create values for these fields, see Organizing Chats.
    Custom Wrap-Up Enterprise subscribers can set additional fields that operators can complete before a session can be closed. Unlike standard wrap-up, multiple response types are allowed (text, drop-down, radio button). Click New to set up fields and values. Fields can be required or optional.
  3. To prevent the survey from being shown to visitors when the chat session involved a limited amount of communication, select Hide survey if visitor sends less than X messages.
  4. Save your changes.

How to set a chat link as a chat entry point

Set a text-based link that a visitor clicks to initiate a chat session.

When implementing chat, your visitors need something to click in order to start a chat session. The term chat entry point refers to the interface element that a visitor clicks to initiate a chat. You set a chat entry point as part of the procedure of generating and inserting an HTML snippet to your site.

  1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

    Result: The Generate Chat Button HTML window is displayed.

  2. On the Generate Chat Button HTML window, at the top of the window under Type of Chat Button, select Web Page Chat Button Text.
  3. Under Customize Chat Window, associate the link with a Chat Window definition.

    A Chat Window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks your link.

  4. Option. Associate your HTML snippet with a Department definition.

    See About the BoldChat 'Department' entity.

  5. Associate your HTML with a Website definition.

    See How to use Website definitions to manage multiple sites.

  6. Option. Pass customer visitor information into the chat session.

    See Custom Visitor Info, Variables: Collecting visitor data.

  7. Copy and paste the code to your site. See Generate and insert HTML to your website.

How to start a co-browse session in the Agent Workspace

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing. BoldChat users refer to co-browse as ActiveAssist.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Operator:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
    • Mac ? Safari (Operator unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. Activate a chat.
  2. Click the Co-browse icon.

    Result: The customer is prompted to allow co-browse.

  3. The customer must click Yes.

    Result: The co-browsing session begins.

    Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
    Restriction:
    • Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
    • Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to accept a chat in the Agent Workspace

To work with a chat, click it on the left side of the workspace under Live Sessions.

  • A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
  • Under Live Sessions, click any chat.

    Result: The chat opens in a column in the workspace to the right and is ready to work with.

  • To accept a chat without working on it right away, click Quick Accept.

    Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
    If a welcome message is set for the Operator then clicking Quick Accept also sends that message to the customer.

  • A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another Operator and the status of the current Operator is set to Away.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.
Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.
Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
To enable file transfer, see Enable file transfer in the chat window.
Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an Operator removes the flag.

Note: You can also flag chats in Monitor View.
Increase text size of your chat panel
For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations in the Agent Workspace.
Block a customer from chatting with Operators
Click the hand icon to block a customer from chatting with Operators of your organization. An admin can later unblock the customer. See How to block customers during chat in the Agent Workspace.

End the chat
Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
  • Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
  • Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
  • No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end chat.

What are best practices for agents?

  • Use standard greeting
  • Use Quick accept when on multiple chats
  • Reply quickly even if it to say you need more time
  • Use Canned Messages for standard responses
  • Use a simple pre-chat form and do not make too many fields mandatory
  • Ask for feedback (CSAT survey)
  • Use meaningful wrap-up (disposition codes)
  • Increase text size for accessibility purposes as applicable
  • Leverage suggestions for agent feedback on chatbot content
  • Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.

    Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

Digital DX System Requirements

Browser requirements for visitors on web

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Browser requirements for visitors on mobile

  • Chrome recommended on Android
  • Safari recommended on iOS

System requirements for the Desktop Client

To download the latest version of the Desktop Client, go to https://www.bold360.com/download.

  • Windows 7, 8, 8.1, 10 (recommended: Windows 8 and newer)
  • Memory: 2GB or more (recommended: 4GB)
  • CPU: 1.7 GHz dual core or better (recommended: i3 core equivalent or above)
  • When using the Digital DX Desktop Client version earlier than 15.2.6, the minimum supported version of .NET Framework is v4.6. In this case, you must use the SSO sign-in method to access the Desktop Client. See How to sign in to the Desktop Client?.
  • When using the Digital DX Desktop Client version 15.2.6 or later, the minimum supported version of .NET Framework is v3.5.1
Note: Mac and Linux are not supported.

Browser requirements for the Web Client

You can log in to the Web Client at web.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)

Browser requirements for the Agent Workspace

You can log in to the Agent Workspace at agent.bold360.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Microsoft Internet Explorer 10 and above are available to use but are not recommended browsers as they are not being updated to maintain modern security and web standards.

Browser requirements for Reports and Dashboard

You can log in to Reports at report.boldchat.com and to Dashboard at dashboard.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)
  • Chrome recommended on Android (Dashboard only)
  • Safari recommended on iOS (Dashboard only)

TLS encryption support

Depending on which .NET Framework you installed on a computer, the Digital DX Desktop Client supports TLS version 1.2:

  • Digital DX Desktop Client version 15.2.6 or later - .NET framework 3.5.1 or later required
  • Earlier Digital DX Desktop Client versions - .NET framework 4.6 or later required

You can enable TLS 1.2 in the Windows Registry.

Bandwidth requirements

Running the Digital DX Desktop Client does not have any special bandwidth requirements. For video chat requirements, see How to enable video chat.

How to configure Single Sign-On through operator configuration settings

Single Sign-On (SSO) integration simplifies the sign-in process for Enterprise users by providing access to multiple products with a single login. This feature integrates with your current SSO technology and is easily accessible though the Operator Client, Agent Workspace, and Web Client.

  1. To enable SSO through the Desktop Client, select an operator in Setup > Account Setup > General > Operators, then click Edit.
  2. Under the Operator tab, enter the SSO Name ID. When finished, click Save.

Where to find customer information in the Agent Workspace

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

  • Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
  • In Monitor View, select a chat and click Show info at the top of the information panel on the right


    Figure 1. Operator's experience in Monitor View
  • In the Agent Workspace, click Show info next to the customer's name in compact view


    Figure 2. Operator's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, Operators can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name
The name of the customer as entered on the pre-chat form.
Email
The email address of the customer.
Phone number
The phone number of the customer as entered on the pre-chat form.
Customer Info
Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref
Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID
The Bold360-assigned unique identifier of the customer.

Location

City / region
The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country
The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question
The first question that the customer asked.
Custom fields
Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department
The Bold360 department of the chat, email, or message work item.
Folder
The folder that stores the conversation between the customer and the Operator over a specific communication channel.

Info

Chat ID
Bold360-assigned unique identifier for each chat.
Visit ID
Bold360-assigned unique identifier for each site visit.
IP Address
The IP address of the customer.
Reverse IP Address
The host name associated with the customer's IP address.
Website
The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.
Client type
Client type of the chat that the chat assignment belongs to.
Chat Launch URL
The URL of the website where the customer started the chat.
Current URL
The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.
Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason
Displays the reason the chat ended:
  • Unknown - There is no specific reason for ending the chat
  • Agent - Operator ended the chat
  • Customer - Customer manually ended the chat
  • Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
  • Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created
Time and date when the customer clicked the chat button. Available for chat and message channels.
Started
Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered
Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered
The time and date when the last assigned Operator answered the chat or email. Available for chat and message channels.
Updated
The last time the chat was updated. Available for chat and message channels.
Total response time
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent Operator reply. When there are multiple customer messages before the Operator's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed
Time when the customer closed the chat window. Available for the chat channel.
Closed
The time and date when the work item was closed. Available for chat and message channels.
Ended
Time when the chat ended. Available for the chat channel.
Flagged
Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language
Language of the Operator as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages
Number of messages the Operator has sent. Available for chat and message channels.
Customer messages
Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages
Number of customer-sent messages received since the last Operator message. Available for chat and message channels.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator. Available for chat and message channels.

Post-Chat form

Net Promoter Score
Displays the Net Promoter Score (NPS) of the Operator on a 1 to 10 scale as evaluated by the customer.
Responsiveness
Displays the level of responsiveness of the Operator on a 1 to 5 scale as evaluated by the customer.
Professionalism
Displays the level of professionalism of the Operator on a 1 to 5 scale as evaluated by the customer.
Knowledge
Displays the level of knowledge of the Operator on a 1 to 5 scale as evaluated by the customer.
Overall
Displays the level of overall satisfaction of the customer with the Operator on a 1 to 5 scale.
Comments
Comments of the Operator about the customer on the post-chat form.
Experiments
The experiments in which the customer participates.

Wrap-up

User category
The User category that the Operator selects in the post-chat form.
Status
Status of the customer as selected by Operator in the post-chat form.
Custom field 1
The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2
The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Building a successful Acquire campaign in Bold360 or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name
Name of the outreach activity (campaign) that started the chat.
Action
Name of the action in the outreach activity that was triggered.
Criteria
Displays the outreach activity's rules.

How to set text size for conversations in the Agent Workspace

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. Start a chat with a customer.
  3. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.


    The text size panel is displayed at the top of your chat panel.

  4. Set the new text size.
The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

How to set up SAML 2.0 Single Sign-On via an Identity Provider

BoldChat provides Single Sign-On support based on SAML 2.0 protocol. It accepts SAML Assertions using the SAMLResponse parameter where the NameID of the authenticated user is a mandatory claim.

On the Identity Provider (IdP) side you must set up the connection with the following parameters:

  • Protocol type: SAML 2.0
  • Service type: AssertionConsumerService
  • Binding type: HTTP-POST
  • WantAssertionsSigned: True

Alternatively, you can set up the connection using the BoldChat metadata XML below that contains the required parameters.

Important: Change both instances of xxxxxxxxxx to your account ID. You can find your BoldChat SSO URL on the settings form. Change both instances of yyyyyyyyyy to the web client URL extended with the server set for your data residency region.
Data Center URL
USA web.boldchat.com
EU web-eu.boldchat.com
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<EntityDescriptor entityID="https://yyyyyyyyyy/aid/xxxxxxxxxx/" xmlns="urn:oasis:names:tc:SAML:2.0:metadata">
  <SPSSODescriptor AuthnRequestsSigned="false" WantAssertionsSigned="true" protocolSupportEnumeration="urn:oasis:names:tc:SAML:2.0:protocol">
    <NameIDFormat>urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress</NameIDFormat>
    <AssertionConsumerService index="1" Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST" Location="https://yyyyyyyyyy/aid/xxxxxxxxxx/"/>
  </SPSSODescriptor>
</EntityDescriptor>
  1. Go to Setup > General Account Settings > Single Sign-On and select the Main Setup tab.
  2. Remember: You must configure SSO on the Identity Provider side first.
    Click Test to check the authentication process.

    You are redirected to the Identity Provider's URL in a popup. If you get back SAMLResponse from the ID Provider than its response will be presented on this setting form. If no SAMLResponse parameter returns or you simply misconfigured your URL, the popup window may stay open.

    Important: The Identity Provider URL must be a common link that authenticates and redirects the user to the BoldChat SSO URL with SAMLResponse token, if the user have the necessary rights.
    Result Description
    SAMLResponse is returned

    The response is presented in the form.

    Note: Copy the public key for later use.
    SAMLResponse is not returned

    The popup may stay open.

    It is likely that you have simply misconfigured your URL.

  3. Check that NameID is a mandatory claim in the SAMLResponse token.

    You must add this claim on the Identity Provider side to be a unique attribute of the authenticated user, for example their e-mail address. When you map an authenticated user later on, the NameID field must be the SSO Name ID on the operator field.

  4. Under the Public Key Setup tab, paste the public key of your signed SAMLResponse token that you received in Step 2.
  5. Save the public key.
    1. Agent Workspace setup. To access Agent Workspace by SSO, use the following URL format:
      • https://agent.boldchat.com/sso/account-id/ACCOUNTID (Replace ACCOUNTID with your account ID)
      • https://agent.boldchat.com/sso/username/USERNAME (Replace USERNAME with your username)
    2. Desktop Operator Client setup. You can use the desktop Operator Client in SSO mode with version 7.40 or newer. To configure the desktop Operator Client, do either of the following:
      • Go to Start Menu > All Programs > SSO Mode.
      • Use the following registry commands.

        SSO Launch Enabled Registry Script

        Windows Registry Editor Version 5.00
        
        [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run]
        "BoldChat-SSOAID"="xxxxxxxxxx"
        "BoldChat-SSOENA"="True"

        SSO Launch Disabled Registry Script

        Windows Registry Editor Version 5.00
        
        [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run]
        "BoldChat-SSOENA"="False"
    3. Web Client SSO setup. Once you have configured SSO on both sides, launch your WebClient SSO lookup mode with either of the following URLs:
      URL Description
      https://yyyyyyyyyyy/aid/xxxxxxxxxx/ xxxxxxxxxx is your Account ID ; yyyyyyyyyy is the URL with server set
      https://yyyyyyyyyyy/un/uuuuuuuuuu/ uuuuuuuuuu is any BoldChat username defined under your account; yyyyyyyyyy is the URL with server set
  6. Check that parsing was successful to ensure that BoldChat servers understand the response as a SAML 2.0 Assertion Token.
    Remember: First you must make sure that the SAMLResponse token is returned correctly.

Once parsing has completed successfully, you can check the following:

  • Issuer found: A required attribute in the SAML 2.0 protocol
  • IssueInstant: A required attribute that contains the issuer timestamp. It must be in UTC format by default. BoldChat accepts tokens within a valid time frame.
  • NameID: Required for mapping a BoldChat operator record with the authenticated user.
  • Public key: Required and must be stored in BoldChat settings as well for signature validation.

How to view department-level workload in the Agent Workspace

Monitor View provides an overview of the workload and availability on the different channels of all departments in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see your departments' workload, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. Select Departments at the top of the page.

Workload and availability are displayed on all channels for each department. Additionally, when you have multiple departments, the Summary row at the top of the list displays the total number of work items assigned to Operators and waiting in queue per channel. Data on the Departments tab refreshes every five minutes.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of selected departments only.

  1. In Monitor View, go to the Live Workload tab.
  2. Select Departments at the top of the page.
  3. In the top-right corner, click the department selector.
  4. Select one or more departments.

    The list is updated automatically.

    Note: The No departments option includes those Operators who are not members of any department. You cannot remove this item from the department selector.

How to interpret department workload

The Live Workload page provides a wealth of information for supervisors:

  • Department Name - Name of the department as created in the Admin Center. Also displays the number of Operators currently signed in to the Agent Workspace.
  • Agent Status - Under each channel, you see the number of Operators available per department. Operator status refreshes in real time.
  • Bot - The number of bot chats per department. You must have a Digital DX AI platform account to see this column.
  • Queue - The number of work items in queue per department. Also displays the longest waiting time per department.
  • Assigned - The number of work items assigned to Operators per department.
  • Link to live agents - When the department has at least one available Operator, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of available Operators.
  • Link to current work items - When the department has at least one active work item - whether queued, taken by an Operator, or the handled by the bot -, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of related work items.
  • Summary in the header - When you have multiple departments listed, the Summary row at the top lists the combined workload in all departments currently displayed. These numbers are automatically updated when you change the department filter.

How to view Operators' live workload and availability in the Agent Workspace

Monitor View provides an overview of the workload and availability on the different channels of all Operators in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see Operators' workload, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.

Workload and availability are displayed on all channels for each Operator who is currently signed in to the Agent Workspace. Additionally, at the top of the list, you see the total number of work items assigned to Operators and waiting in queue per channel. Data refreshes every minute.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of Operators in selected departments only. This way, you get an overview of how busy a specific department is.

Note: An Operator may be the member of - and receive work items from - multiple departments. When you filter for the Operators of a department, work items that are assigned to an Operator from other departments are also listed here.

To see the workload of a department,

  1. In Monitor View, go to the Live Workload tab.
  2. In the top-right corner, click the department selector.
  3. Select one or more departments.

    The list is updated automatically.

    Note: The No departments option includes those Operators who are not members of any department. You cannot remove this item from the department selector.

How to interpret Operator workload

The Live Workload page provides a wealth of information for supervisors. Besides listing those Operators who are currently signed in to the Agent Workspace, you get the following details:

  • Agent name - The name of Operators may be listed multiple times when they are logged in from multiple browsers.
  • Agent status - Under each channel, you see the availability of the Operator. A green dot signals that the Operator is available, whereas a yellow dot marks the Operator as unavailable. The name of custom Operator statuses are displayed as labels. Under the availability mark, you see how long the Operator has been in that status. Operator status refreshes in real time.
  • Agent workload - The number of work items currently handled by each Operator. When concurrent limits are also set for the Operator, you can see the maximum number of work items that Automatic Distribution can assign to an Operator at a time. "Unlimited" means that Automatic Distribution is enabled, but there are no concurrent limits set. When Automatic Distribution is disabled, the maximum number of work items is not displayed. See How to automatically activate chats (Automatic Chat Distribution).
    Note: By manually taking the next item from the queue, Operators can exceed their concurrent limits.
  • Link to current work items - When the Operator has at least one active work item, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of work items.
  • Combined workload in the header - At the top of the list, you can see the combined workload of all listed Operators. These numbers are automatically updated when you change the department filter:
    • Capacity - The maximum concurrent capacity in Automatic Distribution settings.
    • Assigned - The number of work items currently assigned to the listed Operators. An Operator may have assigned items from departments that are excluded from the current view. Those assigned work items are also included in this field.
    • In queue - The number of customers currently waiting in queue on the specific channel.

How to force Operators to log out from the Agent Workspace

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To force Operators to log out, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. Click Agents at the top of the page and then select one or more Operators.
  5. Click Force log out at the bottom of the page.

Agent Workspace for Operators

Get started using the Agent Workspace, your one-stop-shop for chat, email, message management, remote access, and co-browse.

Note:
  • The Agent Workspace refers to co-browse as ActiveAssist.

Setting up & logging in to the Agent Workspace

To use the Agent Workspace, log in at https://agent.bold360.com.

Remember: If you log in using a BoldChat account, contact your account manager or sales representative for assistance accessing thee Agent Workspace.
Important: The Agent Workspace is intended for use with Automatic Distribution. Unassigned items are not shown in the Agent Workspace.

Quick Reference Card

Download and print this card to get started with the Agent Workspace: https://help.bold360.com/help/Bold360QuickReference.pdf

How to access your Digital DX Agent Workspace

Operators have the following options to access their workspace:

  • Download the desktop Desktop Client installer here: https://www.bold360.com/download (Windows users only)
  • The web client (no download required) can be accessed at https://web.boldchat.com/
    Note: The web client is meant to be an alternative to the desktop Desktop Client, not a full replacement. The web client provides core functionality, including the tools you need to manage chats, visits, canned messages, alerts, and operators. However, some functionality such as administrative tasks, setup, reporting, and customization must be configured or accessed from the desktop application. For more information, see How to use the Web Client.
  • The Agent Workspace (no download required) can be accessed at https://agent.bold360.com
    Note: For BoldChat customers, the Agent Workspace does have limited capabilities. The Agent Workspace can be used to access chats, emails, and SMS. Administrators and supervisors should use the Desktop Client. For more information on the Agent Workspace, see How to use Agent Workspace as an Operator?

How to use Agent Workspace as an Administrator

As a manager or administrator, you should be aware of the following information when working with the Agent Workspace.

Requirements

The Agent Workspace is intended for use when Automatic Chat Distribution and/or Automatic Email Distribution has been enabled.

Unassigned items are not shown on the Agent Workspace. Operators cannot "pull" incoming chats or emails; they can only work on items that have been automatically assigned to them.

Customize the Visitor Information Section

As an administrator, you can customize the information shown to operators in the visitor information section of the Agent Workspace.

Using the desktop version of the Operator Client, go to Setup > Agent Workspace.

Single Sign-on

To access Agent Workspace by SSO, follow instructions here: How to set up SAML 2.0 Single Sign-On via an Identity Provider.

Other Notes for Managers & Administrators

Setup and customization of BoldChat
The Agent Workspace itself does not provide administrative or setup features. BoldChat setup should be performed using the desktop Operator Client.
How is Visitor History generated?
On the Visitor History panel, operators are shown all previous chats and emails from a given visitor. The question arises: How does BoldChat determine a visitor's identity? How do we know a visitor is the same visitor? In simplest terms, chat visitors are identified by a visitor ID, while email visitors are identified by an email address. Chat visitors retain the same visitor ID as long as they use the same computer and browser and do not clear their cookies. It's relatively easy to identify visitors who use only chat or only email, but what happens when a visitor uses both chat and email? If the visitor provides an email address on a pre-chat form, we are able to connect their visitor ID (which we know from their chats) with their email (which they entered on a pre-chat form): We can say "This email address is associated with this visitor ID, so all previous chats with this visitor ID are from the person with this email address."

What's New in BoldChat

Agent Workspace in v21.4.0 ? April 10 - April 17, 2021

New!

Switch between accounts after signing in
Users who have access to multiple BoldChat accounts, can switch between account after signing in to Agent Workspace. When switching accounts, users are not signed out, only redirected to the account selector page where they can choose another account to sign in. See How to switch account in the Agent Workspace.

Improved

Agent Workspace in v21.2.0 ? February 13 - February 20, 2021

New!

Export data in Monitor View
In Monitor View, you can now download a list of work items in CSV format for a selected period of time. See How to download a list of work items to CSV in the Agent Workspace.

Improved

  • Retrieves discussions messages across the entire account based on the messages' Created date. See getDiscussionMessages in the Bold360 and BoldChat Developer Center.
  • You can retrieve discussions (optionally for departments) based on their Created date. See getDiscussions in the Bold360 and BoldChat Developer Center.
  • You can retrieve custom agent statuses with the getLoginActivity API method. Custom agent status is displayed in the CustomOperatorStatusName return value. See getLoginActivity in the Bold360 and BoldChat Developer Center.

Agent Workspace in v20.3.1 ? October 27 - November 7, 2020

New!

View department-level workload
In Monitor View, you can view your departments' workload per channel in real time. To see this information, go to the Live Workload tab and select Department at the top of the page. See How to view department-level workload in the Agent Workspace.
Assignment history of chats and messages
You can now view the assignment history of a selected chat or message in Agent Workspace. See How to find customer and assignment history in the Agent Workspace.

Improved

  • In Agent Workspace, the folder selector in the Canned Message panel now lists folders alphabetically in a multi-level hierarchy. Canned messages in a single folder are also sorted alphabetically.

Operator Client in v20.2.4 ? September 17, 2020

Improved

  • In the Workspace area, when the Operator had unsent messages for multiple chats, switching between these work items cleared the unsent message from the Chat panel.
  • The Operator Client did not remember the Chat window branding for non pre-translated languages when you tried to edit those settings. Instead, the All languages option was automatically selected when editing custom chat window branding on the Setup > Account Setup > Chat > Chat Window > Brandings tab.
  • It was possible to send an invitation email to a deleted Operator from the Recycle Bin
  • It was not possible to download attachments where the file name included a # character, such as test#123.pdf

Agent Workspace in v20.2.4 ? August 17 - 28, 2020

New!

Changes to the Chat Summary by Operator report
When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.

Improved

  • When an Operator accepts an SMS message in the Agent Workspace, the initial greeting is now displayed in the chat panel. To set up initial greetings, see How to add operators.
  • Fixed an issue where outgoing emails with an invalid character could not be sent
  • Operators now see an improved notification when they try to transfer a bot chat that the customer has already abandoned
  • You can now select the following additional languages to auto-translate messages with Geofluent between customer and Operator in real-time:
    • Kazakh
    • Lithuanian
    • Serbian
    • Tagalog
    • Tamil

    For more information on using real-time translation, see How to set up auto-translation.

Agent Workspace in v20.1.9 ? June 22 - 27, 2020

New!

View operator availability and workload
In Monitor View, you can view operators' workload and availability per channel in real time. To see this information, go to the Live Agent Workload tab. For more information, see How to view Operators' live workload and availability in the Agent Workspace.
Force operators to log out from the Agent Workspace
In Monitor View, you can now select operators whom you want to log out from the Agent Workspace. See How to force Operators to log out from Bold360.
Display Last Assigned detail in Agent Workspace
Operators can now see who transferred a chat to their workspace. See How can I tell who transferred the chat to me.
Discontinue support for TLS 1.0 and 1.1 encryption
BoldChat supports TLS encryption version 1.2 only. Earlier versions are no longer supported.
Audit log for login and logout activity
The getAllAccessAuditLogs API method has been introduced to retrieve login and logout information on your account. For more information, see the Bold360 and BoldChat Developer Center.

Improved

  • In Operator Activity reports, ASA (Average Speed to Answer) has been renamed to AASA (Assignment Average Speed to Answer). AASA calculates the time from when the agent received an assignment to the time the assignment was answered. See Operator Reports.
  • Operators in the Agent Workspace with the Take Next Queued option enabled now receive notifications when there is a new work item in queue.
  • Operators now receive notifications when there is a new work item in queue

Agent Workspace in v20.1.4 ? April 25, 2020

Improved

The following fixes and improvements have been made in this release:

  • Reason for ending a chat is now displayed in the Ended reason field both on the Customer Information Card in the Agent Workspace and in Monitor View when selecting a chat.
  • Fixed an issue, where the number of active work items in the Agent Workspace was displayed incorrectly on the Active tab above the work items. This issue occurred when the operator navigated to the Search tab.
  • Fixed an issue in Monitor View, where the operator had to select a chat folder manually to display chats on the Assigned to Agent tab. This issue occurred when operator did not have access to the top-level Chats folder.
  • Fixed an issue where the operator?s email reply was undeliverable to the customer. This issue occurred when the customer used Microsoft Outlook as email client and the operator?s outbound email server was an Office 365 SMTP server.
  • Fixed an issue where customer email replies were not updated in the Agent Workspace and there was no indication that a new message is available in an email thread.

Agent Workspace and Operator Client in v19.5.9 ? February 24, 2020

New!

Sign in to BoldChat
On March 16, 2020. the sign-in experience for BoldChat will change. From then on, you will be able to sign in to the Agent Workspace and the BoldChat Operator Client with your email address and password. For more information, see How to sign in to BoldChat?.
View stats on operator performance
Operators can have a quick view on their performance in the bottom-left corner of the Agent Workspace. Admins can add up to 10 performance indicators to the expanded operator stats view.

Improved

  • In Agent Workspace, you can now search without adding a keyword as a search parameter.
  • Agent Workspace has been visually improved to have a more modern look and feel. This includes an update of the icons for selecting your channel status:
  • Several performance improvements to the overall operator experience have been introduced when working in Agent Workspace.

Agent Workspace in v19.5.7 ? January 25, 2020

New!

Changes to the sign-in process in BoldChat
Update your BoldChat Operator Client
By January 27, 2020, it is strongly suggested to upgrade your BoldChat Operator Client to version 15.2.6 or later. Users on an earlier version may not be able to sign in to BoldChat.
Email address and password policy
With the coming of the new sign-in process on March 16, 2020, BoldChat users may have to verify their email address and their password policy will also change. For more information on these changes, see About the new sign-in process in BoldChat.

Operators and admins will have the following experience when they sign in:


Multiple BoldChat accounts
From March 16, 2020, if you also have access to multiple accounts, you will have to select that after signing in to BoldChat. Operators and admins will have the following experience when they sign in and select a BoldChat account to work with:

Allowlisting
By January 31, 2020 your IT team must allowlist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Allowlisting and BoldChat.
Operators can block abusive customers during chat
When operators chat with an abusive customer, they can block that person from chatting with your organization. Customers can be unblocked later.
BoldChat iOS Operator Application retired
The iOS Operator Application is no longer available. Installed apps stop working on February 3, 2020.

Improved

  • Operators can filter their own work items in Monitor View. In Monitor View, you can list your own chats, emails, and messages on the Assigned to Agent and Closed tabs by clicking My items above the list of work items. Admins can prevent operators from filtering their own chats.
  • To prevent operators from accidentally closing a chat or email thread, they must confirm ending a chat when clicking End Chat. Operators can also choose not to see this confirmation message in the future.
  • The Agent Workspace has been visually improved to have a more modern look and feel.

Operator Client in v15.2.6 ? October 7, 2019

New!

Unified sign in experience
From now on, as part of our unified sign-in experience, you should enter a unique email address when setting up or editing an operator?s email address. For information on how the new sign-in experience effects you, see About the new sign-in process in BoldChat.
Sign-in and password policy changes

You have the following options to make the compulsory email and password policy-related changes on the Setup > Future Login Setup page in the BoldChat Operator Client:

Force email that I set up for my users
After an admin sets up unique email addresses for all BoldChat users, select this option to force using those pre-defined emails to sign in. BoldChat users will not have to verify their emails.
Password policy changes
Select this option to apply LogMeIn's common password policy on all BoldChat users starting February 1, 2020. This means forcing users to change their passwords every 90 days and not reusing their last five passwords.

This page is only available until March 15, 2020, by which time administrators must set up their users to use a unique email address. Subsequently, users will not be able to sign in to BoldChat with their username.

Improved

  • Operators can now select a department as well as a specific operator to start a chat discussion.
  • You can now view the complete history of a selected email on the preview panel in Monitor View.
  • The Customer Info Card now displays extensive session information in expanded view of the Agent Workspace.
  • Operators are logged out after a period of time that the admin defined when they are inactive in the Agent Workspace.

Agent Workspace in v15.1 ? June 30, 2019

New!

Start discussions from emails
Operators can now collaborate with another operator in the organization to resolve a specific customer issue while responding to a customer email. Email discussions work similar to discussions started from chat.

Improved

  • The selected date filter is now preserved on the Closed tab of Monitor View
  • The date selector in Monitor View considers the end-of-day for the end of the selected date range
  • Experiments are now processed in the order of newest to oldest
  • Fixed an issue where an incorrect system message was displayed when a chat was transferred to an operator who joined the chat
  • Fixed an issue where NPS was rounded incorrectly in the Survey NPS report
  • Fixed an issue where the IP address-based country location was incorrectly resolved
  • Fixed issues where clicking the browser?s Back button resulted in a blank layered chat window
  • Various security fixes

Agent Workspace and Operator Client in v15.0 ? June 3, 2019

Improved

  • Added improved notifications for new work items in the Agent Workspace
  • A notification is displayed in the Agent Workspace when the maximum user limit in the account has been reached
  • Enabled audio notifications for Layered Chat Window definitions when the window is on the active browser tab. Previously, audio notifications were only available when the chat window was not on the active browser tab.

How to change Operator status in the Agent Workspace

You can set yourself as available, away, or any other custom status for chats and emails independently.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. At the bottom left of the workspace, click the Chats, Emails, or Messages icon and select a status.

When you have Omni-queue enabled, click the icon to become available on all channels included in Omni-queue. These channels are listed above your availability options:

How to start remote access from a standard chat in the Agent Workspace

Take control of a customer's computer from a standard chat session.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important: You can have one active remote access session at a time.
Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above
  1. Activate a chat.
  2. Click the Remote Access button to switch to remote access.

  3. Guide your customer through these steps:
    1. Ask them to grant permissions and download the applet (the download should take no more than 15 seconds)
    2. Once the download is complete, ask the customer to click Run to execute the applet

    Result: You can now view the customer's computer.

  4. To control the computer, click Full screen to Remote Control.

    Result: Once in full screen mode, you can immediately control the computer.

    Note: Chat is available during remote control.
  5. Options during remote control:
    Option Description
    Sticky keys Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray).
    • Shift
    • Ctrl
    • Alt
    • When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac

    Reboot and reconnect On the remote device, click the Bold360 system tray icon and select Reboot and reconnect.

    The remote computer restarts and your session is reconnected.

    Return to remote viewing Press Esc.
    End remote access Click Stop. You can continue chatting with the customer as in any other chat session.
    Restriction: During remote access, Transfer is unavailable.

How to enable Single Sign-On through login controls

Single Sign-On (SSO) integration simplifies the sign-in process for Enterprise users by providing access to multiple products with a single login. This feature integrates with your current SSO technology and is easily accessible though the Operator Client, Agent Workspace, and Web Client.

  1. Within the .NET or the Web Client, go to Setup > Login Control Settings > Setup.
  2. Check the box next to Single Sign On Settings > Enable Single Sign On.

    To see the edits and modifications you will need to make, click Help.

  3. When finished making edits, click Save on the Single Sign-On Setup tab and then click Save on the Login Control Settings tab.

How to transfer a chat in the Agent Workspace

You can transfer chats to other Operators or departments in your Bold360 organization.

Important: You must have Actions > Chat > Assign Own permission to transfer chats.
  1. To transfer a chat to another team member, click Transfer at the bottom of the chat panel.


    Restriction: During remote access, Transfer is unavailable.

    Result: You are prompted to select an Operator or department.

  2. Select the receiving Operator or department and click Transfer.

    The No departments option includes those Operators who are not members of any department. You cannot remove this item from the department selector.

    Note: When you transfer a chat to an Operator, make sure their workload allows them to take an additional chat. The number next to an Operator's name represents their current tasks, excluding emails.

    Result: The chat is transferred and removed from your workspace (the column closes). The customer is not notified about the transfer, but the name of the new Operator will be displayed in the chat window.

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the chat will be assigned back to you if there are no other available Operators.

Transfer chats while monitoring sessions

You can transfer chats to an Operator in your organization while monitoring conversations.

  1. To list chats, click the arrow in the-top left corner of the Operator workspace above your list of sessions.
  2. Select a chat on the Queued or Assigned to Agent tab.

    Result: You can select multiple chats to transfer.

  3. Click Assign to... and select an Operator or a department where you want to transfer the chat.

    Result: Optionally, select Transfer automatically to use automatic chat distribution and let Bold360 choose an available Operator.

  4. Click Transfer.
You can also transfer the chat to yourself by clicking Assign to me.

How can I tell who transferred the chat to me

When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:

Depending on how the chat was transferred, you can see the following messages:

  • Transferred from Agent - The Operator manually transferred the chat to you.
  • Auto-transferred from Agent - The Operator selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate Operator to take over the chat.

How to start a PIN-based remote access session in the Agent Workspace

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • You can have one active remote access session at a time.
Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above
  1. On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).

    Result: A PIN is generated and displayed on the Remote Control page.

  2. Guide your customer through these steps:
    1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
    2. Ask them to enter the PIN that you see on the Remote Control page.
    3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
    4. Once the download is complete, ask the customer to click Run to execute the applet.

    Result: You can now view the customer's computer.

  3. To control the computer, click Full screen to Remote Control.

    Result: Once in full screen mode, you can immediately control the computer.

    Note: Chat is available during remote control.
  4. Options during remote control:
    Option Description
    Sticky keys Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray).
    • Shift
    • Ctrl
    • Alt
    • When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac

    Reboot and reconnect On the remote device, click the Bold360 system tray icon and select Reboot and reconnect.

    The remote computer restarts and your session is reconnected.

    Return to remote viewing Press Esc.
    End remote access Click Stop. You can continue chatting with the customer as in any other chat session.
    Restriction: During remote access, Transfer is unavailable.

How to customize the default Operator view in the Agent Workspace

You can customize the default view on your workspace so that when you open a new chat or message, the same panels are displayed.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. At the top right of the workspace, select the panels - or "swimlanes" that you want to display.
  3. Save your changes.

How to switch account in the Agent Workspace

Users with multiple accounts can switch between accounts without signing out of Bold360.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. At the bottom left of the workspace, hover the mouse over the icon with your initials and click Switch Account.

    You are redirected to the account selector page, where you can choose another account to sign in to.

For more information about the account selector page, see How to sign in to Bold360 (Agent Platform).

How to search your work items in the Agent Workspace

In the Agent Workspace, you can search for any chat, email, or message that your organization has received.

The search panel is in the top-left corner of the Agent Workspace:

You do not need a search phrase to return results; this allows you to list all work items within the search filter of Operator, department, and date. Search results include active and closed work items as well.

Use the filter conditions to get the most relevant results for your search.

Keyword search
Type a keyword that you are looking for in the content of work items.

When you search without a keyword, all work items for the selected date, conversation type, Operator, or department are listed.

Date range
Select the period of time that you want to search for work items.
Conversation type
Select whether you want to search chats, messages, emails, or all of these.
Agent
Select the Operator whose work items you want to search.
Department
Select a department for your search.

How to download a list of work items to CSV in the Agent Workspace

You can download a list of work items in CSV format for a selected period. By doing so, you can run an audit on your work items any time.

Remember: You must have the appropriate user permission to see work items in Monitor View.
  1. In Monitor View, go to the tab where you want to export a list of work items.

    You can download this list on the Queue, Assigned to Agent, and Closed tabs.

  2. Select a period of time to list work items.
  3. At the top of the list, click Export to .CSV.

    On the Queue and Assigned to Agent tabs, it downloads all data of the first 700 work items, regardless of which columns are visible in Monitor View. On the Closed tab, it downloads the first 1000 work items.

What if I have more than 700 / 1000 work items on a tab?

Let's say, you have more than 1000 closed work items over a period of time. In this case, only the first 1000 items listed in Monitor View are exported. Here's what you can do to you can do the export the rest:

  • You can use the date selector to list your closed work items over a shorter period of time. Say, instead of listing 2 months of closed work items, you can display work items of the last month only. This way, you can export work items in two parts.
  • You can also filter, for example by date, which is a great way to display, and consequently export, only the latest 1000 work items.
  • Finally, you can use the department selector in the top-right corner to reduce the number of items displayed.

How to start a PIN-based co-browse session in the Agent Workspace

Start a co-browse session with a customer using a PIN code. BoldChat users refer to co-browse as ActiveAssist.

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Operator:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
    • Mac ? Safari (Operator unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. On the left side of the Bold360 workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN.

    Result: A PIN is generated and displayed on your screen.

  2. Guide your customer through these steps:
    1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
    2. Ask them to enter the PIN that you see on the screen.

    Result: The customer is prompted to allow co-browse.

  3. The customer must click Yes.

    Result: The co-browsing session begins.

    Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
    Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your Bold360 bookmark library
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to find chat transcripts in the Agent Workspace

You can find chat transcripts based on chat IDs in Monitor View.

  1. Log in to the Agent Workspace at agent.bold360.com.
  2. To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

  3. Go to the tab where you want to search for a chat transcript.

    For example, if you are looking for the transcript of a closed chat, go to the Closed tab.

  4. Make sure the ID field is displayed:
    1. Click the cogwheel icon in the top-right corner of the page.
    2. Select the ID field.
    3. Click OK to save your changes.
  5. Select the proper department, chat folder, and date range to filter for chats.
    Important: Monitor View displays only 500 chats at a time. If the chat you are looking for is not displayed in the first 500 results, you cannot search for its transcript.
  6. Search for the chat ID.
  7. Click the chat to see its details, including the transcript.

How to join a chat during an internal discussion in the Agent Workspace

During a discussion, the original Operator may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.


Figure 1. Operator view of the discussion

Figure 2. Customer view of the discussion

Where to find Operator stats in the Agent Workspace

Operators can view statistics on their performance at a glance in your workspace.

The quick view of your Operator stats is at the bottom-left of the workspace. It allows you to see up to three stats that the admin considered the most important ones.

To see the details of your stats and to view other performance indicators that your admin defined, expand the Operator stats panel.

These indicators provide the following information:

  • Your progress (in percentage) of reaching the daily or weekly target
  • The current value of the selected performance indicator
  • The target value of the selected performance indicator

An administrator can define the following indicators:

  • CC - Closed chats: Number of chats the agent closed
  • NoC - Number of conversions: Number of chats that resulted in sales
  • VoC - Value of conversions: Total value of those sales
  • NPS - Calculated NPS: Net Promoter Score provided by customers in post-survey forms
  • K - Knowledge: Agent's knowledge rated by customers in post-survey forms
  • O - Overall: Agent's overall performance rated by customers in post-survey forms
  • P - Professionalism: Agent's professionalism rated by customers in post-survey forms
  • R - Responsiveness: Agent's responsiveness during chat rated by customers in post-survey forms
Note: Your daily and weekly agent stats also depend on the time zone settings of your LogMeIn account. Choosing the correct time zone impacts reporting.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

How to set up Conversion Tracking

Use Digital DX to track conversion events so you can relate specific chats to actual sales or other milestones such as new account created or page viewed, thus allowing you to track individual success as a basis for paying commissions.

Many Digital DX users see conversion tracking as a way to measure chat's impact in relation to a specific call to action. For example, to measure the impact Chat has on sales or to measure registration or form completion.

Conversion tracking at-a-glance

  • Conversion tracking relies on Conversion Tracking HTML that has been associated with an identifier called a Conversion Code and inserted to a site that has been set up to pass values for fields known as Custom Conversion Information.
  • Conversion tracking leverages Digital DX's visitor monitoring functionality to help associate visits with conversion events.
    • When a conversion event is triggered (for example, a visitor makes a purchase) Digital DX looks back at the visitor's history and identifies the operator who worked with them most recently. This is how credit for a conversion event is given to an operator.
    • Digital DX can also identify the site from which a visitor was referred (for example, a partner site that links to your page). This is how credit for a conversion event is given to a referring site.
  • To play a sound or otherwise keep your team informed about conversion events, you can set up Alerts that can be triggered by conversion events (for example, play a cash register sound when a sale is made). Alerts are a nice touch to help motivate your operators ("make a sale, hear a sound, celebrate").

Why do I get a 'Client update is mandatory' message?

You see a "Client update is mandatory" error message when you use an outdated version of the Digital DX Desktop Client. You have the following options to sign in to Digital DX:

Update your client - recommended

Important: You must have Administrator privileges to update this application.
  1. Make sure you have closed your Desktop Client:

    In the Desktop Client, go to the BoldChat > Exit menu.

  2. Download the latest client installer.
  3. Double-click the downloaded client installer to run it.
  4. On the Welcome page, click Next.
  5. Accept the terms and conditions and click Next.
  6. Click Install.
  7. Click Finish and run the Desktop Client.

Alternative sign-in solution

If you have a BoldChat Operator client version 7.4 or later installed, you can start the client in SSO Mode.
Note: To check the current version of your Operator client, go to the Help > About menu.
  1. Open the Windows Start menu and type SSO Mode, then press Enter.

    If you cannot find SSO Mode, go to the folder in your computer where the Operator client is installed, and type operatorclient.exe /ssosetup.

    The Operator client is installed in the c:\Program Files (x86)\BoldChat folder by default.

  2. In the Account ID field, type your account ID.

    If you want to sign in without using SSO mode, type your region ID, which is as follows:

    • 1 for US customers
    • 2 for EU customers

  3. Make sure that SSO Login Mode is enabled.
  4. Click OK.
  5. Sign in to the Desktop Client with your credentials.

SMS Category, Status and Custom Field setup

To help you organize SMS communications, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up SMS Category values

Create values that are presented to operators as options under Category on an SMS form.

Fastpath: To create SMS Category values, go to Setup > Account Setup > Messaging > SMS Categories.

Setting up SMS Status values

Create values that are presented to operators as options under Status on an SMS form.

Fastpath: To create SMS Custom Status values, go to Setup > Account Setup > Messaging > SMS Statuses.

Setting up SMS Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an SMS form.

Fastpath: To create SMS Custom Field values, go to Setup > Account Setup > Messaging > SMS Custom Fields 1 or 2.

How to create canned messages for operators

Canned messages are predefined strings of text that the operator can insert into a conversation. With canned messages, the operator can reuse commonly used responses without having to type them.

  1. Choose the technology for which you want to create or edit a canned message:
    • Chat: Setup > Account Setup > Chats > Chat Canned Messages
    • Email: Setup > Account Setup > Emails > Email Canned Messages (Premier or Enterprise subscription required)
    • SMS: Setup > Account Setup > SMS > SMS Canned Messages (Premier or Enterprise subscription required)
    • Twitter: Setup > Account Setup > Twitter > Twitter Canned Messages (Premier or Enterprise subscription required)
  2. Create, edit, or copy a canned message:
    1. Go to the top of the Account Setup ? Canned Message Folder window and click New, Copy, or Edit.
  3. Name and identify the message so operators can find it with ease:
    1. Fill in the Name field. This value is only used internally to identify and reference the canned message, and it is never exposed to visitors
    2. Option. Fill in the Subject field. This is only shown to visitors under certain circumstances, such as Auto Answers' labels.
    3. Option. Associate Keywords with the canned message. BoldChat indexes and searches these words and phrases to help identify canned messages that may be relevant to a chat session.
  4. Option. Set an Access Key, which is a keyboard shortcut that inserts the canned message into an active chat.

    Conflicts can occur when a particular key combination is registered to other applications on your local machine. Operators should check key availability by clicking Check.

  5. Set the message's Language.

    This value acts as a filter to ensure that operators see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed to all operators as <Not specified>.

    Result: For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus those messages with no language value.

    Tip: Subject , Keywords , and the message body should all be written in the same language.
    Note: If you are using the Auto Answers feature, the Language setting also determines which messages appear to visitors in Auto Answers.
  6. Type and format the message.
    • Messages are stored in HTML format and can be edited as HTML source as well.
    • Mark certain phrases or words as not translatable to prevent them from being translated when auto-translation is enabled.
    • You can also insert variables in the ${variable_name} format. For example, use the variable ${login.ChatName} to insert the operator's chat name into the canned message. Available variables:
      • ${chat.ChatUrl} - The URL of the chat from where the visitor started the chat session
      • ${chat.ChatName} - The name of the visitor as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the visitor.
      • ${chat.IsStarted} - Displays whether the chat was started
      • ${chat.Started} - Displays the date and time when the chat started
      • ${chat.IsAnswered} - Displays whether the chat was answered
      • ${chat.Answered} - Displays the date and time when the chat was first answered
      • ${chat.IsEnded} - Displays whether the chat is started
      • ${chat.Ended} - Displays the date and time when the chat ended
      • ${chat.CountryCode} - The two-digit code of the country where the visitor started the conversation
      • ${chat.RegionCode} - The region or ZIP code of the country where the visitor started the conversation
      • ${chat.City} - The city where the visitor started the conversation
      • ${chat.VisitEmailAddress} - Email address of the visitor as provided on the pre-chat form
      • ${chat.VisitPhone} Phone number of the visitor as provided on the pre-chat form
      • ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab
      • ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab
      • ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab
      • ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

    Result: The list of canned messages for an operator is filtered down to those canned messages that match the visitor's language. For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus any canned message where the language is unknown <Not Specified>.

  7. Save your changes.

    Result: The canned message is made available to be used in response to incoming communications for the chosen technology (Chat, Email, SMS, or Twitter).

To arrange canned messages in folders, right click the root folder and click New Folder. Once you have folders, you can drag and drop messages between folders.

How to run reports in the desktop Operator Client

This topic describes options available on the BoldChat Operator Client Reports tab.

New
Select New to create your own customized report.
Template
Templates allow you to set up custom report template to avoid the need to select criteria each time you generate the report.
Relate To
Use the Relate To button to create or associate a ticket for actionable follow ups based upon information related to the specific report.
Schedule
Use the Schedule button to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.
Recent reports
Use Recent Reports (top right corner of the Reports window) to display a list recently generated reports, with additional filters as required.
Report tab
The Report tab displays the generated report.
Discussion tab
The Discussion tab is used to facilitate discussions among staff based on the selected report.
Details tab
The Details tab a displays additional detail on the selected report.
Ticket tab
Shows any tickets that may be associated with the selected report.
Reporting Interface
Figure 1. Desktop Operator Client Reporting interface

BoldChat Reports

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the desktop Operator Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The desktop Operator Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

How to work with reports on the web

This topic describes options available on the BoldChat Web Reports page at https://report.boldchat.com.

Snapshot
Click Snapshot at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of BoldChat activity for folders the active user has permission to access.
Reports
The Reports tab displays a list of recently generated reports.
Scheduled
Use the Schedule page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.

BoldChat Reporting and Monitoring

Use BoldChat's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the rapid transformation of data into actionable information. For quick insight into your organization's status, try BoldChat's Dashboard features.

You can create reports from two locations:

Similarly, dashboard features are also available both online and in the desktop Operator Client:

How to set an operator image for chat and invites

Set a photo or other image to be placed in invitations and chat messages.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > Edit.

    Result: The New/Edit Operator window is displayed.

  3. Select an operator.
  4. On the Other Settings tab under Invite Image, enter the URL of the image you want to show in invitations.
    Remember: Images are not uploaded to BoldChat.
  5. On the Other Settings tab under Chat Image, enter the URL of the image you want to show in the chat window.

    For secured sites, the URL must contain https.

  6. Save your changes.

How to integrate Google Analytics with BoldChat

Integrate Google Analytics with Layered Chat Windows, track visitor interactions as Analytics events and gain accurate insight into visitor behavior.

As dynamic elements on a website, Layered Chat Windows require a mechanism to cache tracking information and provide accurate results. This step-by-step guide describes a Local Storage implementation that allows data to persist when a chat session is interrupted.

Note: Interruptions usually happen in the following circumstances:
  • Visitor navigates to a new page under the same domain.
  • Connection dropout occurs.
  • Visitor browses multiple pages on the website simultaneously.
  • Visitor closes and re-opens or reloads a page.

The Local Storage technology is compatible with the following browsers:

See the WebStorage article on Wikipedia for details.

Note: For information about Google Analytics and data residency, see Data Residency Options.

Prerequisites

All pages on your site must either include or reference the following code snippets:

Tip: Streamline code snippet delivery via Google Tag Manager.

Code locations in BoldChat for Task One, Task Two and Task Three.

Task One: Configure the Chat Frame Javascript Include

Add a Chat Frame Javascript Include to the Chat Window Definition deployed to your site. This code intercepts chat events and passes them to the chat window via the postMessage method.

Note: This is the method how Layered Chat internal events are already communicated between the Chat Frame (hosted on livechat[-eu].boldchat.com) and the Chat Window (the container, hosted on the same website that the visitor is browsing). Using this method we are basically extending the existing Chat communications methods by adding a new key ( gacomm) for these custom messages.
try {
  function sendtxt(txt) {
    var message = JSON.stringify({
      gacomm: txt
    });
    parent.parent.postMessage(message, "*");
  }
  sendtxt(bcConfig.chatOptions.page);
  window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
  if (bcConfig.chatOptions.page == "chat") {
    var _tEvents = {
        "new-message": "bc_newHistoryMessageCallback"
      },
      _tFunction = function(i, type, fName) {
        if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
          sendtxt("answered");
        }
      }
  }
  for (var i in _tEvents) {
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
  }
} catch (err) {
  window.console && console.error(err);
}
Tip: Looking for a quick solution? Download the full code attached to this article (chatframejs.txt).

Task Two: Configure the Chat Window Javascript Include

Add a Chat Window Javascript Include to the Chat Window Definition deployed to your site.

Note: It is recommended to encapsulate the code snippets in this section in a try/catch phrase to detect potential issues later on.
  1. Open a try/catch and import inline the LS CACHE minified script.
    Note: The Chat Window Javascript Include code depends on the LS CACHE library to manage the expiration time of Local Storage entities. We strongly recommend that you include the following minified code on your website, instead of referencing the library:
    try {
    
    /**
    * lscache library
    * Copyright (c) 2011, Pamela Fox
    *
    * Licensed under the Apache License, Version 2.0 (the "License");
    * you may not use this file except in compliance with the License.
    * You may obtain a copy of the License at
    *
    * http://www.apache.org/licenses/LICENSE-2.0
    *
    * Unless required by applicable law or agreed to in writing, software
    * distributed under the License is distributed on an "AS IS" BASIS,
    * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
    * See the License for the specific language governing permissions and
    * limitations under the License.
    **/
    
    !function(a,b){"function"==typeof define&&define.amd?define([],b):"undefined"!=typeof module&&module.exports?module.exports=b():a.lscache=b()}(this,function(){function a(){var a="__lscachetest__",c=a;if(void 0!==m)return m;try{g(a,c),h(a),m=!0}catch(d){m=b(d)?!0:!1}return m}function b(a){return a&&"QUOTA_EXCEEDED_ERR"===a.name||"NS_ERROR_DOM_QUOTA_REACHED"===a.name||"QuotaExceededError"===a.name?!0:!1}function c(){return void 0===n&&(n=null!=window.JSON),n}function d(a){return a+p}function e(){return Math.floor((new Date).getTime()/r)}function f(a){return localStorage.getItem(o+t+a)}function g(a,b){localStorage.removeItem(o+t+a),localStorage.setItem(o+t+a,b)}function h(a){localStorage.removeItem(o+t+a)}function i(a){for(var b=new RegExp("^"+o+t+"(.*)"),c=localStorage.length-1;c>=0;--c){var e=localStorage.key(c);e=e&&e.match(b),e=e&&e[1],e&&e.indexOf(p)<0&&a(e,d(e))}}function j(a){var b=d(a);h(a),h(b)}function k(a){var b=d(a),c=f(b);if(c){var g=parseInt(c,q);if(e()>=g)return h(a),h(b),!0}}function l(a,b){u&&"console"in window&&"function"==typeof window.console.warn&&(window.console.warn("lscache - "+a),b&&window.console.warn("lscache - The error was: "+b.message))}var m,n,o="lscache-",p="-cacheexpiration",q=10,r=6e4,s=Math.floor(864e13/r),t="",u=!1,v={set:function(k,m,n){if(a()){if("string"!=typeof m){if(!c())return;try{m=JSON.stringify(m)}catch(o){return}}try{g(k,m)}catch(o){if(!b(o))return void l("Could not add item with key '"+k+"'",o);var p,r=[];i(function(a,b){var c=f(b);c=c?parseInt(c,q):s,r.push({key:a,size:(f(a)||"").length,expiration:c})}),r.sort(function(a,b){return b.expiration-a.expiration});for(var t=(m||"").length;r.length&&t>0;)p=r.pop(),l("Cache is full, removing item with key '"+k+"'"),j(p.key),t-=p.size;try{g(k,m)}catch(o){return void l("Could not add item with key '"+k+"', perhaps it's too big?",o)}}n?g(d(k),(e()+n).toString(q)):h(d(k))}},get:function(b){if(!a())return null;if(k(b))return null;var d=f(b);if(!d||!c())return d;try{return JSON.parse(d)}catch(e){return d}},remove:function(b){a()&&j(b)},supported:function(){return a()},flush:function(){a()&&i(function(a){j(a)})},flushExpired:function(){a()&&i(function(a){k(a)})},setBucket:function(a){t=a},resetBucket:function(){t=""},enableWarnings:function(a){u=a}};return v});
    Tip: Looking for a quick solution? Download the full code attached to this article (chatwindowjs.txt).
  2. Define the events to be reported in Google Analytics.
    var ga_events = {
      	"prechat": 'PreChat Form Displayed',
      	"chat": "Chat Opened",
      	"answered": "Chat Answered",
      	"postchat": "Survey Displayed",
      	"email": "Email Form (Unavailable)",
      	"no-operators": "Unavailable Chat",
      	"chat-sent": "Survey Completed or Transcript",
      	"message-sent": "Unavailable Email Sent",
      	"final": "Chat Ended without Survey or Transcript"
    	}
  3. Validate messages for security reasons.

    The following code achieves the following:

    • Ensures messages come from the livechat[-eu].boldchat.com server
    • Parses messages
    • Checks localStorage for existing events to be de-duplicated and discarded, if necessary
    • Sends relevant events to Google Analytics

    Note how individual events are stored in the browser localStorage with a CID, a unique identifier for Chat windows that survives page re-loads, browser closing/reopening as well as navigation on different tabs under the same domain.

    The code also ensures that the user is able to start multiple simultaneous chats on different domains while events are accounted for separately and accurately.

    function listener(event) {
      if (event.origin !== "https://" + bcConfig.host) return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "---" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: 'Live Chat',
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: 'Chat Window'
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
  4. Close the try/catch:
    } catch (err) {
      window.console && console.error(err);
    }

Task Three: Video Chat Events (Optional)

Track video chat events by updating your Chat Frame and Chat Window Javascript Includes.

Note: The video chat feature works over the HTTPS exclusively. If your site does not support secure connections, BoldChat opens the chat in a popup window and switches to HTTPS. In this case, you must include the Google Analytics snippet at the top of the Chat Window Javascript Include code to be able to send tracking data to Google Analytics.

Tracking messages contain specific video chat events that are assigned to individual Event Categories. This data is appended to _tEvents objects.

  1. Use the following Chat Frame Javascript Include code on your site:
    /* Chat Frame Javascript Include */
    
    try {
      var VIDEOCHAT_CATEGORY = 'Video Chat';
    
      var trackEventByVideoSessionStatus = {
        3: { event: "videochat-started", initiatedBy: "By Visitor"},
        4: { event: "videochat-started", initiatedBy: "By Operator"},
        7: { event: "videochat-ended", initiatedBy: "By Operator"},
        8: { event: "videochat-ended",  initiatedBy: "By Visitor"}
      };
    
      function sendtxt(txt, category, parameter) {
        var message = JSON.stringify({
          gacomm: txt,
          eventCategory: category || 'Live Chat',
          eventParameter: parameter || 'Chat Window'
        });
    
        parent.parent.postMessage(message, "*");
      }
    
      sendtxt(bcConfig.chatOptions.page);
      window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
      if (bcConfig.chatOptions.page == "chat") {
        var _tEvents = {
            "new-message": "bc_newHistoryMessageCallback",
            "video-support": "bc_chatWindowLoadedEventCallback",
            "video-statechange": "bc_videochatStatusChangedCallback"
          },
          _tFunction = function(i, type, fName, value) {
            if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
              sendtxt("answered");
            }
    
            if ((i == "video-support")) {
                if (bcConfig.videoSupport) {
                    sendtxt("videochat-available", VIDEOCHAT_CATEGORY);
                }
                else {
                    sendtxt("videochat-unavailable", VIDEOCHAT_CATEGORY);
                }
            }
    
            if ((i == "video-statechange")) {
                var trackEvent = trackEventByVideoSessionStatus[value];
                if (trackEvent) {
                  sendtxt(trackEvent.event, VIDEOCHAT_CATEGORY, trackEvent.initiatedBy);
                }
    
                if (bcConfig.videoSupport.isAudioOnly && trackEvent && trackEvent.event === "videochat-started") {
                  sendtxt("videochat-audio-only", VIDEOCHAT_CATEGORY);
                }
              }
          }
      }
      for (var i in _tEvents) {
        window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
      }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.
  2. In Google Analytics, ga_events objects must contain the new event definitions in the Chat Window Javascript Include.
    var ga_events = {
      "prechat": 'PreChat Form Displayed',
      "chat": "Chat Opened",
      "answered": "Chat Answered",
      "postchat": "Survey Displayed",
      "email": "Email Form (Unavailable)",
      "no-operators": "Unavailable Chat",
      "chat-sent": "Survey Completed or Transcript",
      "message-sent": "Unavailable Email Sent",
      "final": "Chat Ended without Survey or Transcript",
      "videochat-available": "Video Chat Available",
      "videochat-unavailable": "Video Chat Unavailable",
      "videochat-started": "Video Chat Started",
      "videochat-ended": "Video Chat Ended",
      "videochat-audio-only": "Chat is Audio Only"
    }
    Update the ga message to send new tracking parameters.
    function listener(event) {
      if (event.origin !== "https://livechat.boldchat.com") return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm') 
          && pmessage.hasOwnProperty('eventCategory') 
          && pmessage.hasOwnProperty('eventParameter')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "-" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: pmessage.eventCategory,
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: pmessage.eventParameter
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.

Reporting

Events are reported with a few seconds' delay under the Real-Time Events section and they are processed and made available within 24 hours under the Behavior section as well as Dimensions in Custom Reports, allowing maximum flexibility to be tied to any other Google Analytics dimension and metric.


Troubleshooting

For troubleshooting purposes and to ensure that events are transmitted correctly, the code above outputs three log lines for each chat event in the browser console, if available.


Similarly, in case the Google Analytics code is not found by BoldChat on the hosting website page, the following error is thrown in the browser console, if available:


How to import operator settings

  1. From the main menu of the operator client, go to BoldChat > Settings > Import.

    Result: You are warned that the app will restart. To accept, click OK.

    Tip: After restart, active chats will be reconnected, but you may want to end all chats before using this feature.
  2. Browse to the location of the settings file.

    Result: By default, the file is named Settings.ocs and is located in the computer's Documents folder.

  3. Restart the operator client when prompted to complete the update.

How to export operator settings

To backup or restore the settings of your operator client, or distribute settings to be shared with other operators, you may use the export/import feature.

  1. From the main menu of the operator client, go to BoldChat > Settings > Export. >

    Result: You are warned that the app will restart. To accept, click OK.

    Tip: After restart, active chats will be reconnected, but you may want to end all chats before using this feature.
  2. Choose a location and filename for the settings file.

    Result: By default, the file will be named Settings.ocs and placed into the computer?s Documents folder.

  3. Restart the operator client when prompted to complete the update.

    Result:

How to assign chats to certain operators before others (ranking within department)

Within a department, Premier and Enterprise subscribers can rank operators to determine how chats are assigned.

Ranking is applied at the department level and works in conjunction with Automatic Chat Distribution (ACD).

  1. Create a department, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > General > Departments
    2. Click New. The New Department window is displayed.
  2. On the New Department window, go to the Operators tab.
  3. Add operators to the department.
  4. For each operator, assign a rank.
    Remember: A Premier or Enterprise subscription is required!
  5. Option. To change how chats are assigned to same-rank operators, you must override Automatic Chat Distribution (ACD), as follows:
    1. On the New Department window, go to the Chat Distribution tab.
    2. Click Override account-level automatic distribution settings for this department.
    3. Select a method under Among same-rank operators, assign by this method.
      • Least Busy. Assign the next incoming chat to the operator who has the fewest active chats and has waited the longest. Choose this to balance the chat workload between operators.
      • Most Busy. Assign chats to your busiest operators. The next incoming chat is assigned to the operator who is handling the most chats until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-chat tasks along with their chat related work. Those who are chatting will stay busy chatting, while others can stay focused on non-chat tasks. To prevent overload on a single operator, make sure concurrent chat limits are set.
      • Round Robin. Rotate chat assignment among all available operators regardless of waiting time or number of active chats (until their concurrent limit is reached). Choose this option to balance the number of chats assigned per operator. Lower ranked operators will only be assigned a chat if all higher ranked operators have reached their limit.
    4. Under Chats queued for assignment, set an urgency for this department. See How to determine which queued chats are assigned first (Urgency).
  6. Under Visitor queue time upon manual reassigment, tell BoldChat how to place visitors into the queue when they are reassigned by an operator rather than ACD. You can set this option independently for vistors reassigned within a department as opposed to between departments.
    • To place visitors at the end of the queue regardless of how long they have been waiting, select Move to end of queue (time is reset)
    • To place visitors in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
  7. Save your changes.

How to determine which queued chats are assigned first (Urgency)

When there are more incoming chats than operators can handle, a chat queue is formed. Urgency determines which queued chats will be assigned first.

Urgency can be applied in two ways:

  • At the department level as part of Automatic Chat Distribution (ACD)
  • At the chat level as part of the Chat Rules Engine

Chat rule urgency prevails over department-level urgency.

  1. To set urgency at the department level as part of Automatic Chat Distribution (ACD):
    1. Create a department at Setup > Account Setup > General > Departments.
    2. On the New Department window, go to the Chat Distribution tab.
    3. Click Override account-level automatic distribution settings for this department.
    4. Under Chats queued for assignment, select an Urgency level.
    5. Save your changes.

    Incoming chats for a department with a higher urgency setting are distributed before those for a department with a lower setting. When departmental urgency is the same for multiple chats in the queue, operators receive the chat from the department for which they have the highest priority.

  2. To set urgency at the chat level as part of the Chat Rules Engine, refer to the instructions for managing chats according to rules: How to manage incoming chats according to rules (Chat Rules Engine).

How to set up your network

This section describes each field in the My Network Setup dialog window.

Settings Tab

Use Internet Explorer Settings

If selected, your desktop Operator Client will attempt to connect with our data center server(s) using the non-dynamic proxy settings from your Internet Explorer configuration. If your proxy settings in Internet Explorer are set by a dynamic script, this option may not work for you. You may instead need to choose the Override with my own values option and provide the specific proxy server settings to be used.

Note: Changes to these settings impact only the connectivity of this operator client application.

Override with my own Values

If selected, your desktop Operator Client will attempt to connect with our data center server(s) via a proxy server, as specified by the Proxy Host, Proxy Port, Proxy User Name and Proxy Password settings that you specify. You may need to consult with your Network Administrator regarding the values to put in these fields.

Proxy Host
Specify the host name (i.e. domain name or IP address) of the proxy server that you want your desktop Operator Client to connect through. You may need to consult with your Network Administrator regarding the value to put in this field.
Proxy Port
Specify the port number to use when connecting through the specified proxy server. Normally, this would be port 80 if the Secure Connection option is not checked, or this would be port 443 if the Secure Connection option is checked. You may need to consult with your network administrator regarding the value to put in this field.
Proxy User Name (optional)
If your proxy server requires user authentication for connectivity through it, specify your user name is this field. You may need to consult with your Network Administrator regarding the value to put in this field.
Proxy Password
If your proxy server requires user authentication for connectivity through it, specify your password is this field. You may need to consult with your Network Administrator regarding the value to put in this field.

Do not connect via a proxy

If checked, your desktop Operator Client will attempt to connect with our data center server(s) directly, without trying to connect via a proxy server.

Secure Connection (SSL)
If checked, your desktop Operator Client connects with our data center server(s) using an SSL-encrypted, secure connection.

Connection Status Tab

Connection Status

This tab is an indicator of the status of your connection to our servers. Our support team will request you to send us details on this tab when troubleshooting any connectivity issues. The status will help us determine your bandwidth and latency to our servers. Clicking the Send Connectivity Report button will run a connectivity test and request you to email us the test results once complete.

Status
Status indicates the connection quality as it relates to responsiveness and transfer rates. There can be three states of connection; Connected, Disconnected, and Error. The Status graph is the visual indicator for the current connection state and its strength.
Responsiveness
The number of green bars indicate responsiveness (latency).
Transfer
The number of blue bars indicate the transfer rate (bandwidth).
Note: The greater number of indicator bars, as it relates to Responsiveness and Transfer, the better.

Sending a Connectivity Report

Our support team will occasionally request a connectivity report when trying to help you work through connectivity issues. This report will help us determine your bandwidth and latency to our servers. Clicking on the Send Connectivity Report button will run connectivity tests, we will then request you to email us the test results once complete.

Data validation code samples

Sample Code ? Static Chat Button

<!-- BoldChat Live Chat Button HTML v5.00 (Type=Web,ChatButton=7.1 T,Website=Trenton  -->
<div style="text-align: center; white-space: nowrap;">
<script type="text/javascript">
  var bccbId = Math.random(); document.write(unescape('%3Cdiv id=' + bccbId + '%3E%3C/div%3E'));
  var _bcvma = _bcvma || [];
  _bcvma.push(["setAccountID", "2307475884"]);
  _bcvma.push(["setParameter", "WebsiteID", "665123557559499"]);
  _bcvma.push(["setParameter", "SecureParameters", function(callback){ callback("61D2774599ABE6B36086DB65A32571F8D43F0D57170CFDE5A9CCF49AB38DD235FC151FD15F2F557163C73155E031C0B401D9124A5297746381791D589F7E6273Type=chat&ChatButtonDefID=58444531713309044&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL=http://boldchat.com&ChatKey=Something unique to chat 1400085276518&VisitorKey=something unique to visitor&Expiration=1400085306518"); }]);
  _bcvma.push(["addStatic", {type: "chat", bdid: "58444531713309044", id: bccbId}]);
  var bcLoad = function(){
    if(window.bcLoaded) return; window.bcLoaded = true;
    var vms = document.createElement("script"); vms.type = "text/javascript"; vms.async = true;
    vms.src = ('https:'==document.location.protocol?'https://':'http://') + "vmss.boldchat.com/aid/2307475884/bc.vms4/vms.js";
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(vms, s);
  };
  if(window.pageViewer && pageViewer.load) pageViewer.load();
  else if(window.addEventListener) window.addEventListener('load', bcLoad, false);
  else window.attachEvent('onload', bcLoad);
</script>
 <span style="font-family: Arial; font-size: 8pt; color: black;"><a href="http://www.boldchat.com" style="text-decoration: none; color: black;">Live chat</a> by BoldChat</span>
</div>
<!-- /BoldChat Live Chat Button HTML v5.00 -->

Sample Code ? Text Chat Button

<!-- BoldChat Live Chat Button HTML v5.00 (Type=HTML,ChatWindow=7.1 T,Department=Billing,Website=Trenton 2 -->
<div style="text-align: center; white-space: nowrap;">
<script type="text/javascript">
  var bccbId = Math.random(); document.write(unescape('%3Cdiv id=' + bccbId + '%3E%3C/div%3E'));
  window._bcvma = window._bcvma || [];
  _bcvma.push(["setAccountID", "2307475884"]);
  _bcvma.push(["setParameter", "WebsiteDefID", "665123557559499"]);
  _bcvma.push(["setParameter", "SecureParameters", function(callback){ callback("61D2774599ABE6B36086DB65A32571F8D43F0D57170CFDE5A9CCF49AB38DD235FC151FD15F2F557163C73155E031C0B401D9124A5297746381791D589F7E6273Type=chat&DepartmentID=2401021351553992858&ChatWindowID=8972751348093551233&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL=http://boldchat.com&ChatKey=Something unique to chat 1400085276518&VisitorKey=something unique to visitor&Expiration=1400085306518"); }]);
  _bcvma.push(["addText", {type: "chat", department: "2401021351553992858", window: "8972751348093551233", available: "Chat is Available", unavailable: "Chat is Unavailable", id: bccbId}]);
  var bcLoad = function(){
    if(window.bcLoaded) return; window.bcLoaded = true;
    var vms = document.createElement("script"); vms.type = "text/javascript"; vms.async = true;
    vms.src = ('https:'==document.location.protocol?'https://':'http://') + "vmss.boldchat.com/aid/2307475884/bc.vms4/vms.js";
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(vms, s);
  };
  if(window.pageViewer && pageViewer.load) pageViewer.load();
  else if(window.addEventListener) window.addEventListener('load', bcLoad, false);
  else window.attachEvent('onload', bcLoad);
</script>
 <span style="font-family: Arial; font-size: 8pt; color: black;"><a href="http://www.boldchat.com" style="text-decoration: none; color: black;">Live chat</a> by BoldChat</span>
</div>
<!-- /BoldChat Live Chat Button HTML v5.00 -->

Sample Code - Visitor Monitoring and Floating Chat Button

<!-- BoldChat Visitor Monitor HTML v5.00 (Website=Trenton ,Ruleset=7.1 My Custom Chat Invitation (Ryan),Floating Chat=7.1 (Ryan) floating,Floating Call=- None - -->
<script type="text/javascript">
  var _bcvma = _bcvma || [];
  _bcvma.push(["setAccountID", "2307475884"]);
  _bcvma.push(["setParameter", "WebsiteID", "665123557559499"]);
  _bcvma.push(["setParameter", "SecureParameters", function(callback){ callback("7F305427D701DB665E5A273F259C9B1E6EFED73B512CCB779E7D31FCA789FE8488AA179278ED2F0DF5845F209FD1CC6A0FF6E27BD2151F218F73F4BFF8BF375FType=chat&FloatingChatButtonDefID=660128588754890&VisitName=floating&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL=http://boldchat.com&ChatKey=Something unique to chat 1400085276518&VisitorKey=something unique to visitor&Expiration=1400085306518"); }]);
  _bcvma.push(["addFloat", {type: "chat", id: "660128588754890"}]);
  _bcvma.push(["setParameter", "SecureParameters", "1AC03C6EF0B1C46A96DE1CD9250D40EB4DF5C105837162AA063FC2B2424DA4870B34F1FB17BC35EB60A6576B32E092F6153BD1F9219BBAB388571FFAA183EB64Type=visit&InvitationID=2076721744768832302&VisitName=invite&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL=http://boldchat.com&ReferrerURL=https://google.com&VisitorKey=something unique to visitor&Expiration=1400085306518"]);
  _bcvma.push(["pageViewed"]);
  var bcLoad = function(){
    if(window.bcLoaded) return; window.bcLoaded = true;
    var vms = document.createElement("script"); vms.type = "text/javascript"; vms.async = true;
    vms.src = ('https:'==document.location.protocol?'https://':'http://') + "vmss.boldchat.com/aid/2307475884/bc.vms4/vms.js";
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(vms, s);
  };
  if(window.pageViewer && pageViewer.load) pageViewer.load();
  else if(window.addEventListener) window.addEventListener('load', bcLoad, false);
  else window.attachEvent('onload', bcLoad);
</script>
<noscript>
<a href="http://www.boldchat.com" title="Live Chat Software" target="_blank"><img alt="Live Chat Software" src="https://vms.boldchat.com/aid/2307475884/bc.vmi?&amp;wdid=665123557559499&amp;secured=1AC03C6EF0B1C46A96DE1CD9250D40EB4DF5C105837162AA063FC2B2424DA4870B34F1FB17BC35EB60A6576B32E092F6153BD1F9219BBAB388571FFAA183EB64Type%3Dvisit%26InvitationID%3D2076721744768832302%26VisitName%3Dinvite%26VisitRef%3Da%20ref%26VisitInfo%3Dinfo%26VisitEmail%3Demail%40gmail.com%26VisitPhone%3D3166704000%26URL%3Dhttp%3A%2F%2Fboldchat.com%26ReferrerURL%3Dhttps%3A%2F%2Fgoogle.com%26VisitorKey%3Dsomething%20unique%20to%20visitor%26Expiration%3D1400085306518" border="0" width="1" height="1" /></a>
</noscript>
<!-- /BoldChat Visitor Monitor HTML v5.00 -->

Sample Code ? Conversion Code

<!-- BoldChat Conversion Tracking HTML v5.00 (Website=Trenton ,ConversionCode=account) -->
<script type="text/javascript">
  var _bcvma = _bcvma || [];
  _bcvma.push(["setAccountID", "2307475884"]);
  _bcvma.push(["addConversion", {
    SecureParameters: "53D52AC941C774AB8A0D0F575D12FE873A2CB861D57172A4E54BE897583E294E3B6B665129AF19DEAD041C6975E84D160B2B4FD0EC825A69FE606729F1F81776Type=conversion&ConversionCodeID=33221100&ConversionAmount=100.0&ConversionInfo=conversion info&ConversionRef=123456&Expiration=1400085306518",
    WebsiteDefID: "665123557559499"
  }]);
  if(window.pageViewer && pageViewer.conversion) pageViewer.conversion(_bcct[_bcct.length-1]);
  var bcLoad = function(){
    if(window.bcLoaded) return; window.bcLoaded = true;
    var vms = document.createElement("script"); vms.type = "text/javascript"; vms.async = true;
    vms.src = ('https:'==document.location.protocol?'https://':'http://') + "vmss.boldchat.com/aid/2307475884/bc.vms4/vms.js";
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(vms, s);
  };
  if(window.pageViewer && pageViewer.load) pageViewer.load();
  else if(window.addEventListener) window.addEventListener('load', bcLoad, false);
  else window.attachEvent('onload', bcLoad);
</script>
<noscript>
<a href="http://www.boldchat.com" title="Live Chat Software" target="_blank"><img alt="Live Chat Software" src="https://vms.boldchat.com/aid/2307475884/bc.vci?wdid=665123557559499&amp;secured=53D52AC941C774AB8A0D0F575D12FE873A2CB861D57172A4E54BE897583E294E3B6B665129AF19DEAD041C6975E84D160B2B4FD0EC825A69FE606729F1F81776Type%3Dconversion%26ConversionCodeID%3D33221100%26ConversionAmount%3D100.0%26ConversionInfo%3Dconversion%20info%26ConversionRef%3D123456%26Expiration%3D1400085306518" border="0" width="1" height="1" /></a>
</noscript>
<!-- /BoldChat Conversion Tracking HTML v5.00 -->

Sample Encryption and Hashing Applications

Here we use the Bouncy Castle APIs for performing PGP encryption: https://www.bouncycastle.org/

The methods illustrated in the samples below validate the parameter data by either encrypting it with the given PGP key or hashing it with the given hash key. The samples can be either embedded inline in jsp/asp.net or pulled out into utility classes/packages.

In the PGP examples that follow, the encryptionKey variable contains the public PGP key of the server, which is found in the Website setup. The signingKey variable contains your private PGP key.

Java PGP

import java.util.Date;
import java.util.Iterator;
import java.net.URLEncoder;
import java.security.KeyPairGenerator;
import java.security.SecureRandom;
import java.security.Security;
import java.security.MessageDigest;
import org.bouncycastle.openpgp.*;
import org.bouncycastle.openpgp.operator.*;
import org.bouncycastle.openpgp.operator.bc.*;
import org.bouncycastle.bcpg.*;
import java.io.*;
public class PGPUtil {
	public static void main(String[] args) throws Exception {
		Long accountID = 2307475884L;
		Long websiteID = 665123557559499L;
		Long chatButtonID = 58444531713309044L;
		Long floatingChatButtonID = 660128588754890L;
		
		String url = "http://boldchat.com";
		String referrer = "http://google.com";
		String chatKey = "Something unique to chat " + String.valueOf(System.currentTimeMillis());;
		String visitorKey = "something unique to visitor";
		String appendData =  "&ChatKey=" + chatKey + "&VisitorKey=" + visitorKey + "&Expiration=" + String.valueOf(System.currentTimeMillis()+30000);
		String customData = "&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL="
			+ URLEncoder.encode(url, "UTF-8") + "&ReferrerURL=" + URLEncoder.encode(referrer, "UTF-8");
			
		String chat = "ChatButtonDefID=" + chatButtonID + customData + appendData;
		String invite = "FloatingChatButtonDefID=" + floatingChatButtonID + "&InvitationDefID=2076721744768832302&VisitName=floating" + customData + appendData;
		String conversion = "ConversionCodeID=33221100&ConversionAmount=100.0&ConversionInfo=conversion info" + appendData;
		
		
		byte[] encryptionKey = "-----BEGIN PGP PUBLIC KEY BLOCK-----\r\nVersion: BCPG v1.50\r\n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\r\n7cLZwjou\r\n=pD7x\r\n-----END PGP PUBLIC KEY BLOCK-----\r\n".getBytes("UTF-8");
		byte[] signingKey = "-----BEGIN PGP PRIVATE KEY BLOCK-----\r\nVersion: BCPG v1.50\r\n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\r\n2sJmSsT9+mY=\r\n=tUYw\r\n-----END PGP PRIVATE KEY BLOCK-----\r\n".getBytes("UTF-8");
		char[] password = "boldchat".toCharArray();
		
		String encryptedChat = new String(PGPUtil.encrypt(chat.getBytes("UTF-8"), encryptionKey, signingKey, password), "UTF-8");
		String encryptedInvite = new String(PGPUtil.encrypt(invite.getBytes("UTF-8"), encryptionKey, signingKey, password), "UTF-8");
		String encryptedConversion = new String(PGPUtil.encrypt(conversion.getBytes("UTF-8"), encryptionKey, signingKey, password), "UTF-8");
	
		System.out.println("Encrypted Chat SecureParameters: " + encryptedChat);
		System.out.println("Encrypted Invite SecureParameters: " + encryptedInvite);
		System.out.println("Encrypted Conversion SecureParameters: " + encryptedConversion);
		
	}
	
    public static byte[] encrypt(byte[] data, byte[] publicKeyData, byte[] privateKeyData, char[] passwd) throws Exception
    {
    	ByteArrayOutputStream baos = new ByteArrayOutputStream();
        OutputStream out = new ArmoredOutputStream(baos);
 	    PGPPublicKey publicKey = null;
        InputStream inputStream = org.bouncycastle.openpgp.PGPUtil.getDecoderStream(new ByteArrayInputStream(publicKeyData));
        PGPPublicKeyRingCollection pgpPub = new PGPPublicKeyRingCollection(inputStream);
        OUTER1: for (Iterator i=pgpPub.getKeyRings(); i.hasNext();){
     	   for(Iterator j=((PGPPublicKeyRing)i.next()).getPublicKeys(); j.hasNext(); ){
         	   PGPPublicKey k = (PGPPublicKey) j.next();
         	   if(k.isEncryptionKey()) {
         		   publicKey = k;
         		   break OUTER1;
         	   }
     	   }
        }
        if(publicKey == null) throw new Exception("Can't find encryption key in key ring.");
        PGPSecretKeyRingCollection pgpSec = new PGPSecretKeyRingCollection(org.bouncycastle.openpgp.PGPUtil.getDecoderStream(new ByteArrayInputStream(privateKeyData)));
        PGPPrivateKey privateKey = null;
        PGPSecretKey secretKey = null;
        OUTER2: for(Iterator i=pgpSec.getKeyRings(); i.hasNext();){
        	PGPSecretKeyRing keyRing = (PGPSecretKeyRing) i.next();
        	for(Iterator j=keyRing.getSecretKeys(); j.hasNext();){
        		secretKey = (PGPSecretKey) j.next();
        		privateKey = secretKey.extractPrivateKey(new BcPBESecretKeyDecryptorBuilder(new BcPGPDigestCalculatorProvider()).build(passwd));
        		break OUTER2;
        	}
        }
        if(secretKey == null) throw new Exception("Can't find signature key in key ring.");
        
        ByteArrayOutputStream cb = new ByteArrayOutputStream();
        PGPCompressedDataGenerator compressedGenerator = new PGPCompressedDataGenerator(PGPCompressedData.ZIP);
        OutputStream compressedOut = compressedGenerator.open(cb);
        PGPSignatureGenerator signatureGenerator = new PGPSignatureGenerator(new BcPGPContentSignerBuilder(secretKey.getPublicKey().getAlgorithm(), HashAlgorithmTags.SHA512));
        signatureGenerator.init(PGPSignature.BINARY_DOCUMENT, privateKey);
        for(Iterator i=secretKey.getPublicKey().getUserIDs(); i.hasNext();){
            PGPSignatureSubpacketGenerator spGen = new PGPSignatureSubpacketGenerator();
            spGen.setSignerUserID(false, (String) i.next());
            signatureGenerator.setHashedSubpackets(spGen.generate());
        }
        signatureGenerator.generateOnePassVersion(true).encode(compressedOut);
        PGPLiteralDataGenerator lgen = new PGPLiteralDataGenerator();
        OutputStream finalOut = lgen.open(compressedOut, PGPLiteralData.BINARY, "", new Date(), new byte[4096]);
        finalOut.write(data);
        signatureGenerator.update(data);
        finalOut.close();
        lgen.close();
        signatureGenerator.generate().encode(compressedOut);
        compressedGenerator.close();
        compressedOut.close();
        
        byte[] compressedData = cb.toByteArray();
        PGPEncryptedDataGenerator encryptedDataGenerator = new PGPEncryptedDataGenerator(new BcPGPDataEncryptorBuilder(PGPEncryptedData.AES_256).setWithIntegrityPacket(true).setSecureRandom(new SecureRandom()));
        encryptedDataGenerator.addMethod(new BcPublicKeyKeyEncryptionMethodGenerator(publicKey));
        OutputStream encryptedOut = encryptedDataGenerator.open(out, compressedData.length);
        encryptedOut.write(compressedData);
        encryptedOut.close();
        encryptedDataGenerator.close();
        out.close();
        
    	return baos.toByteArray();
    }
	
}

Java SHA-512

import java.net.URLEncoder;

import javax.crypto.Mac;
import javax.crypto.spec.SecretKeySpec;

public class SHA512Util {

	public static void main(String[] args) throws Exception {
		Long chatButtonID = 58444531713309044L;
		Long floatingChatButtonID = 660128588754890L;
		Long expiration = System.currentTimeMillis();

		String url = "http://boldchat.com";
		String referrer = "http://google.com";
		String chatKey = "Something unique to chat " + expiration;
		String visitorKey = "something unique to visitor";
		String appendData = "&ChatKey=" + chatKey + "&VisitorKey=" + visitorKey + "&Expiration=" + expiration;
		String customData = "&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL=" + URLEncoder.encode(url, "UTF-8") + "&ReferrerURL=" + URLEncoder.encode(referrer, "UTF-8");

		String chat = "ChatButtonDefID=" + chatButtonID + customData + appendData;
		String invite = "FloatingChatButtonDefID=" + floatingChatButtonID + "&InvitationDefID=2076721744768832302&VisitName=floating" + customData + appendData;
		String conversion = "ConversionCodeID=33221100&ConversionAmount=100.0&ConversionInfo=conversion info" + appendData;

		String hashKey = "uWalJOJ8sOqcVuobDSwBIr7+KofZAq0K9/b0h/JviTYFqjpS/d0uIeewf/kgQLEM";

		String hashedChat = appendHash(chat, hashKey);
		String hashedInvite = appendHash(invite, hashKey);
		String hashedConversion = appendHash(conversion, hashKey);

		System.out.println("Hashed Chat SecureParameters: " + hashedChat);
		System.out.println("Hashed Invite SecureParameters: " + hashedInvite);
		System.out.println("Hashed Conversion SecureParameters: " + hashedConversion);
	}

	final protected static String HMAC_SHA512 = "HmacSHA512";

	public static String appendHash(String data, String hash) throws Exception {
		SecretKeySpec keySpec = new SecretKeySpec(hash.getBytes("UTF-8"), HMAC_SHA512);
		Mac hmac = Mac.getInstance(HMAC_SHA512);
		hmac.init(keySpec);
		byte[] hashBytes = hmac.doFinal(data.getBytes("UTF-8"));
		String hashText = bytesToHex(hashBytes);
		return hashText + data;
	}

	final protected static char[] hexArray = "0123456789ABCDEF".toCharArray();

	public static String bytesToHex(byte[] bytes) {
		char[] hexChars = new char[bytes.length * 2];
		for(int j = 0; j < bytes.length; j++) {
			int v = bytes[j] & 0xFF;
			hexChars[j * 2] = hexArray[v >>> 4];
			hexChars[j * 2 + 1] = hexArray[v & 0x0F];
		}
		return new String(hexChars);
	}
}

C# PGP

using System;
using System.Collections;
using System.Linq;
using System.Text;
using System.IO;
using System.Security.Cryptography;
using Org.BouncyCastle.Bcpg;
using Org.BouncyCastle.Bcpg.OpenPgp;
class PgpUtil
{
	static void Main(string[] args)
	{
		long accountID = 2307475884L;
		long websiteID = 665123557559499L;
		long chatButtonID = 58444531713309044L;
		long floatingChatButtonID = 660128588754890L;
	
		long expiration = (long)((DateTime.Now - DateTime.Parse("1/1/1970 0:0:0 GMT", System.Globalization.DateTimeFormatInfo.InvariantInfo, System.Globalization.DateTimeStyles.None).ToUniversalTime()).TotalMilliseconds + 30000);
		string url = "http://boldchat.com";
		string referrer = "http://google.com";
		string chatKey = "Something unique to chat";
		string visitorKey = "something unique to visitor";
		string appendData = "&ChatKey=" + chatKey + "&VisitorKey=" + visitorKey + "&Expiration=" + expiration;
		string customData = "&CustomURL=http://boldchat.com&VisitRef=a ref&VisitInfo=info&VisitEmail=email@gmail.com&VisitPhone=3166704000&URL="
			+ Uri.EscapeUriString(url) + "&ReferrerURL=" + Uri.EscapeUriString(referrer);
		
		string chat = "ChatButtonDefID=" + chatButtonID + customData + appendData;
		string invite = "FloatingChatButtonDefID=" + floatingChatButtonID + "&InvitationDefID=2076721744768832302&VisitName=floating" + customData + appendData;
		string conversion = "ConversionCodeID=33221100&ConversionAmount=100.0&ConversionInfo=conversion info" + appendData;
		
		byte[] encryptionKey = Encoding.UTF8.GetBytes("-----BEGIN PGP PUBLIC KEY BLOCK-----\r\nVersion: BCPG v1.50\r\n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\r\n7cLZwjou\r\n=pD7x\r\n-----END PGP PUBLIC KEY BLOCK-----\r\n");
		byte[] signingKey = Encoding.UTF8.GetBytes("-----BEGIN PGP PRIVATE KEY BLOCK-----\r\nVersion: BCPG v1.50\r\n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\r\nh1r8t6jBiQEfBBgDCgAJBQJT

How to set up SMS automatic distribution

Automatic SMS distribution allows you to automatically and intelligently distribute assignment of new, incoming SMS threads to your operators.

Important: Before you continue, make sure you have set up BoldChat to manage SMS.
Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Automatic Distribution > Automatic SMS Distribution Setup.

    Result: The Automatic SMS Distribution Setup window is displayed .

  2. Select Enable automatic distribution.

    Result: This activates ACD at the account level.

  3. Select options:
    Option Description
    Reassign if not accepted in X minutes When selected, SMS threads are reassigned to another operator when the originally assigned operator does not accept the thread within the specified period of time.

    An operator who fails to answer in time is set to Away status to prevent new threads from being assigned. The operator must then explicitly log back in as Available.

    Limit concurrent SMS threads to X When selected, the number of threads that can be assigned to each operator is limited. When an operator reaches the limit, they are no longer assigned new threads.

    This limit setting can be overridden at an individual operator level.

    Operators waiting for assignment When there are fewer incoming threads than operators can handle, some operators will be waiting for an assignment. Threads are assigned to highest ranked operators first, but you can choose an assignment method for operators of the same rank. See How to rank operators.

    To determine which waiting operator gets the next item, choose an assignment method:

    • Least Busy. Assign the next incoming thread to the operator who has the fewest active threads and has waited the longest. Choose this to balance the workload between operators.
    • Most Busy. Assign threads to your busiest operators. The next incoming thread is assigned to the operator who is handling the most threads until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-SMS tasks along with their SMS related work. Those who are managing SMS will stay busy with SMS, while others can stay focused on non-SMS tasks. To prevent overload on a single operator, make sure concurrent limits are set.
    • Round Robin Rotate assignment among all available operators regardless of waiting time or number of active threads (until their concurrent limit is reached). Choose this option to balance the number of threads assigned per operator. Lower ranked operators will only be assigned a thread if all higher ranked operators have reached their limit.
  4. Save your changes.

    Result: Settings are applied to your entire account except where overridden at the department or operator level.

How to organize chats by category

Chats can be manually assigned to a category by an operator, or automatically assigned according to a Chat Rule.

  1. Create a category, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Categories
    2. Click New.
    3. Name the category and save your changes.
  2. To manually assign a chat to a category, an operator selects an item using the Category field at the top of the chat area.
  3. To automatically assign a chat to a category, an administrator chooses a category in the Action section of the New Chat Rule window.

    See How to manage incoming chats according to rules (Chat Rules).

    Result: The chat is assigned to the chosen category when the rule is triggered.

Members of a Permission Group with the following account permissions can use this feature: Grid View Column Chooser

How is this useful? How can you view inactive chats in this category? In the top-right corner of the BoldChat interface, make sure that you are showing inactive chats for all time, as illustrated. Use the column selector at Grid Preferences > Column Chooser to add the Category column and sort by Category.

How to answer incoming chats

Respond to an incoming chat initiated by a visitor.

  1. When a new chat is initiated by a visitor, BoldChat can alert you in several ways, depending on your Alert settings.

    Result:

    • A ringing tone is played
    • The icon in the system tray will flash
    • The Chats icon will flash on the left menu
    • A temporary alert window will pop up from the system tray
  2. Click the Chats folder on the left pane or click the temporary alert window.

    Result: The Chats grid is displayed.

  3. Answer the chat in one of the following ways:
    • Select a row (an incoming chat) on the Chat grid and click the Answer icon on the Chat tab.
    • At the top of the Chat grid, click Answer Next .
    • Click the temporary alert, then click Answer in the window that appears.
    • Right-click a row (an incoming chat) on the Chat grid and select Answer.

    With any of these options you can also choose to send a canned message immediately upon answer.

  4. Option. Auto Answers is a self-service support feature that allows visitors to submit queries using natural language and instantly find contextual answers without any operator involvement.

    When the feature is enabled, you can track the visitor's Auto Answer browsing history as well as their feedback in the Message History panel once you are engaged in live chat.

    Result:

    Tip: New to Auto Answers?