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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.

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.

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.

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

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.
   

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.

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.

Related Articles

• How to answer an email
• How to search for an email
• How to trace back email routing history

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

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.

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.

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

Configure BoldChat to receive, track, and manage emails.

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

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.

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).

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

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.

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

• 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.

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

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).

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.

   

Add operators to your account.

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.

Related Articles

• About BoldChat Permissions
• How to change availability status
• How to get around in BoldChat: Buttons, icons and more

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:

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.

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.

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).

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.

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.

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.

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.

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

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:

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

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.

Remember: To implement a chat window, you must associate it with a chat button definition.

Tip: To view the Custom Wrap-up form, operators in an Enterprise account click Custom Wrap-Up on the active chats toolbar.

Related Articles

• How to set up a Chat Window definition
• Schedule and Verify Chat Window Customization Upgrade
• How to allow visitors to send themselves a transcript
• How to enable video chat
• How to provide a chat window in multiple languages
• How to set up auto-translation
• How to prompt visitors for information before chat (pre-chat form)
• How to present a post-chat survey to visitors
• How to show an email form when no operators are available

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

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.

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.

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.

  

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.

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.

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.

<?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.

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

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 enable Single Sign-On through login controls

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.

Related Articles

• How to configure Single Sign-On through operator configuration settings
  
• How to set up SAML 2.0 Single Sign-On via an Identity Provider

How to transfer a chat in the Agent Workspace

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

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

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

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

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

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

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

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

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

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

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

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").

Related Articles

• How to configure Conversion Tracking

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

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.

Important: If you use an Operator client version prior to 7.4, you must install the latest client version to sign in.

Related Articles

• About the new sign-in process in Digital DX
• How to sign in to the Desktop Client?
• How to start the Desktop Client in SSO mode
• How do I reset a password?
• Why didn't I get a verification or invitation email?
• What if I can login but have no access to a Bold account?
• How to update your Digital DX Desktop Client
• How to set up user emails with the Digital DX API?
• How to access your Digital DX Agent Workspace

SMS Category, Status and Custom Field setup

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.

Figure 1. Form showing the fields where operators can select SMS values

Related Articles

• How to configure BoldChat to manage SMS (text messages)
• How to set up SMS automatic distribution
• How to manage incoming SMS according to rules (SMS Rules Engine)

How to create canned messages for operators

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.

Remember: Messages intended to be used with Auto Answers must be organized in folders. See Auto Answers: Visitor self-service for details.

Related Articles

• How to allow operators to manage their own canned messages
• How to associate canned messages with a chat window
• How to filter canned messages based on chat content (Adaptive Canned Messaging)
• Auto Answers: Visitor self-service

How to run reports in the desktop Operator Client

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.

Figure 1. Desktop Operator Client Reporting interface

Related Articles

• BoldChat Reports

BoldChat Reports

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.)

Related Articles

• Contact Summary Report
• Basic Reports
• What are NPS Reports?
• How to run reports in the desktop Operator Client
• How to work with reports on the web
• How to schedule reports
• How to create report templates

How to work with reports on the web

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.

Related Articles

• BoldChat Reports

BoldChat Reporting and Monitoring

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:

• From the BoldChat Operator Client Reports tab
• Online at https://report.boldchat.com (known as Web Reporting)

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

• From the BoldChat Operator Client Dashboard tab
• Online at https://dashboard.boldchat.com (known as the Web Dashboard)

Related Articles

• How to use reporting in BoldChat
• BoldChat Reports
• How to use the Desktop Operator Client Dashboard
• How to use the BoldChat Web Dashboard

How to set an operator image for chat and invites

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.

Related Articles

• How to set operator hours
• How to force an operator to change their password
• How to import operator settings
• How to export operator settings

How to integrate Google Analytics with BoldChat

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:

• Internet Explorer 8 and newer
• Firefox 3.5 and newer
• Safari
• Google Chrome 4 and newer
• Opera 10.50 and newer

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:

• BoldChat visitor monitoring code
• Google Analytics snippet

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

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.

Related Articles

• How to set operator hours
• How to force an operator to change their password
• How to export operator settings
• How to set an operator image for chat and invites

How to export operator settings

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:

Related Articles

• How to set operator hours
• How to force an operator to change their password
• How to import operator settings
• How to set an operator image for chat and invites

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

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.

Related Articles

• How to create Departments
• How to manage incoming chats according to rules (Chat Rules Engine)
• How to automatically activate chats (Automatic Chat Distribution)
• How to send chats to a rollover department
• How to determine which queued chats are assigned first (Urgency)
• How to assign chats based on their difficulty

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

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).

Related Articles

• How to create Departments
• How to manage incoming chats according to rules (Chat Rules Engine)
• How to automatically activate chats (Automatic Chat Distribution)
• How to send chats to a rollover department
• How to assign chats to certain operators before others (ranking within department)
• How to assign chats based on their difficulty

How to set up your network

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

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

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.

Related Articles

• How to configure BoldChat to manage SMS (text messages)
• SMS Category, Status and Custom Field setup
• How to manage incoming SMS according to rules (SMS Rules Engine)

How to organize chats by category

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.

Related Articles

• How to organize chats by custom values
• How to organize chats by status

How to answer incoming chats

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? Click here to learn more or contact your administrator for further details.
5. Option. Once you answered, either party can initiate a video chat if the feature is enabled.

   You can keep exchanging messages while on the call or after closing the video.

   Important: Video is only supported in the Web Client running on any of the last 20 versions of Google Chrome.
   1. To accept a video chat request, click Accept to join.

      

      Result: The Video Chat window is displayed.

   2. To initiate video chat with the visitor, click Start Video in the button bar above the Message History panel.
      

      Wait for the visitor to accept your request.

   3. Select the video and audio device you want to use.
      Note: First time users: Click Allow for both device to allow Google Chrome to access your camera and microphone.
      

      Video chat experience may differ depending on the chat window settings.

      • Visitors may not be able to stream video. In this scenario, audio is two-way, but video is one-way.
      • Video is never recorded.
      • Your conversation may be automatically transcribed in real time. Transcribed messages are excluded from the chat transcript and are accessible only to you 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.

      Result: 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.	Click the camera icon in the address bar to bring up the device permissions dialog. Ensure that either the Always allow... or Continue allowing... option is selected. 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. Go to Settings > Show advanced settings.... Under Privacy, click Content settings.... Ensure that Ask when a site requires access... is selected under both Microphone and Camera. Click Manage exceptions... to ensure that BoldChat hosts are not being blocked. 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.

Related Articles

• How to end a chat
• How to join another operator's chat
• How to discuss chat with another operator
• How to search for a chat
• How to move a chat to a folder
• How to email a chat transcript
• How to print a chat transcript
• How to use auto-translation during chats

How to reply with a canned message

How to reply with a canned message

1. Click the arrow beside the Answer or Reply buttons.

   

2. Select the appropriate canned message.

Tip: You can also use the scroll icon to insert canned messages.

Example: Create your own canned message
 

To create your own personalized canned messages, go to Setup > My Canned Messages setup.

You must have the following permission from your administrator: Can Use Personal Canned Messages.

Related Articles

• How to search canned messages
• How to create and edit a custom canned message

How to change availability status

How to change availability status

Switch easily between the built-in Available and Away as well as custom statuses that indicate commonly recurring operator activities, such as being on the phone.

Administrators can create custom statuses, restrict operator access as well as configure statuses to switch automatically after a certain amount of time.

• To switch between Available and Away for all services, click your status next to My Status In the upper-right corner.
• To change your status per service or to select a custom status, click the arrow next to your current status and select one from the drop-down menu.

  

Related Articles

• How to Run the desktop Operator Client
• About BoldChat Permissions
• How to get around in BoldChat: Buttons, icons and more

How to use the Workspace of the Operator Client

How to use the Workspace of the Operator Client

Section A

Section A is the Workspace list showing items assigned to the operator, prioritized as follows: Chats, Emails and Tickets. Further prioritization is placed within service groups. For example, an unanswered chat would have a higher priority than an answered chat, so an unanswered chat is listed above an answered chat.

• Items with a chat bubble icon are chats
• Items with a chat bubble with a red arrow have been accepted by an operator
• The time stamp indicates the elapsed time of the chat.
• Below the time stamp is a preview of the visitor's message
• An item highlighted blue is active (currently selected)
• Information presented in sections C and D are related to the selected item
• Within section D, any data points related to the chat are accessible by simply clicking on the tab. The tab will slide up and the data will be available to review, similar to how it would normally be presented in the normal chats interface. For more information on the sliding tab functionality, refer to Section D below.
• Section A also holds the list of unread Operator discussions. Click the discussion tab to reveal the list; click one of the discussion work items in the list to present a new tab in section B allowing you to respond appropriately.

Section B

Search canned message and or use adaptive canned messaging (Enterprise subscription required). When a discussion is selected in section A, the content of the discussion is presented in a new tab within section B, thus allowing you access to work the discussion item as needed.

Section C

The active content from a selected list item is presented in this section, providing the tools an operator needs to efficiently work with the selected item. Also, for Enterprise subscribers, adaptive canned messaging is shown in Section B that is context-sensitive to the communication presented in section C.

Section D

Section D shows data related to the active item selected in Section A. Click the thumbtack to pin the data window in place.

Select and drag tabs to configure the interface.

The system tray provides relevant statistics related to your current work items and their respective states.

How to view and share a browser session with ActiveAssist (Browser Share)

How to view and share a browser session with ActiveAssist (Browser Share)

ActiveAssist Browser Share allows operators to interactively and jointly browse (cobrowse) with visitors on websites that have visitor monitoring HTML installed.

With ActiveAssist, the operator can see and interact with the page the visitor is currently viewing. The operator can also highlight elements on a webpage that are shown to both the operator and visitor.

1. Start a chat session with the website visitor.
2. During a chat session, look for the toolbar above the active chat area and click Active Assist with this chat (two connected computers) and select the Browser Share option.
   Important: The visitor must be on a page for which Visitor monitoring HTML has been implemented. You may need to refresh the page or direct the visitor to a page that allows Browser Share.

   Result: The operator is shown the following message: Waiting for the visitor to accept the ActiveAssist invitation?.
   The visitor is prompted to allow the cobrowse session.

3. The visitor must click Yes.

   Result: The ActiveAssist co-browsing session begins.

Operator options during ActiveAssist Browser Share:

• URL field ? Send the visitor a URL that opens in their default browser.
• Back arrow ? Takes the visitor's browser to the previously visited URL (like a standard browser Back button).
• Forward arrow ? Takes the visitor's browser to the next URL in the history of visited URL.
• Reload ? Refreshes the current page being shown in the operators view window.
• Bookmarks ? Select predefined URLs from the bookmark library.
• End session ? End the current Browser Share session.
• Highlight tool ? Operator can use this to point out elements on a page.

Related Articles

• How to view and control a customer's computer with LogMeIn Rescue

How to allow operators to invite visitors to chat

How to allow operators to invite visitors to chat

By default, all operators are able to invite visitors to chat from the Visitors tab. This is referred to as Custom Invite, Manual Invitations, Instant Chat Invite, Invited 'Pro-Active' Chat, or Manual Proactive Chat.

• Only visitors to a site with a Visitor Monitoring HTML snippet can be invited.
• You must insert a Visitor Monitoring HTML snippet to your site to take advantage of this feature.
• Operators must be in a Permission Group with Invite permission.

The following options allow you to customize your implementation of this feature.

• Option. Create a Custom Chat Invite.

  This defines the actual interface seen by visitors upon invitation.

  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 Invitations > Custom Chat Invitations > New. The New Custom Chat Invitation window is displayed.
  3. Customize the window as required and save your changes. How to set up Custom Chat Invitations

  Result: The Custom Chat Invite will be listed when an operator clicks the Custom Invite button on the Visitor tab. The operator can choose to send the invite to a visitor.

• Option. Associate a specific Custom Chat Invite with the Invite this visitor to chat button on the Visitor tab.
  1. From the main menu of the operator client, go to Setup > General Account Settings.The General Account Settings window is displayed.
  2. On the Invite Setup tab, next to Instant Chat Invite, click the button with three-dots .... The Select Item window is displayed.
  3. Select a Custom Chat Invitation and click OK.
  4. On the General Account Settings window, save your changes.

     Result: The selected Custom Chat Invitation will be displayed to visitors when operators click the Instant Chat Invite button ("Invite this visitor to chat") on the Visitor tab.

Related Articles

• How to create invitations
• How to set up Custom Chat Invitations
• How to invite visitors to chat after a short delay
• How to invite visitors to chat according to rules
• How to set up Sale Recovery (invite visitors to chat after missing them)
• How to implement A/B testing of invitations

How to implement A/B testing of invitations

How to implement A/B testing of invitations

To help determine which invitations are the most effective, you can implement A/B testing.

In this article we are assuming you have already created invitations (Custom Chat Invites) and want to see which works better.

1. Open an Auto-Invite Ruleset from Setup > Account Setup > Invitations > Auto-Invite Rulesets.
2. Select a rule from the Rules List and click Edit.
3. Under Activate This Custom Chat Invite, select the two invitations you want to test.

   

4. Save your changes.

   Result: The selected Custom Chat Invites will be offered to visitors randomly.

5. Later, once you have collected some data, you must generate a report that helps you see how the invitation has performed.
   1. Go to Reports > New > Visit Reports > Invite Summary.
   2. Under Grouping, make sure Rule is selected.
   3. Click Save to generate the report.

   Result: Review the data to see how many times each invitation was served, accepted, declined, and ignored.

Related Articles

• How to create invitations
• How to set up Custom Chat Invitations
• How to allow operators to invite visitors to chat
• How to invite visitors to chat after a short delay
• How to invite visitors to chat according to rules
• How to set up Sale Recovery (invite visitors to chat after missing them)

How to search for a chat

How to search for a chat

While viewing the chat folder, you can search for a chat based on keywords found in chat messages, custom data fields, survey comments, and unavailable email content associated with chats.

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

   Result: The Search Chats window is shown.

2. Enter the Keyword to search for and any extra criteria.
3. Click Go.

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

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

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

Related Articles

• How to answer incoming chats
• How to end a chat
• How to join another operator's chat
• How to discuss chat with another operator
• How to move a chat to a folder
• How to email a chat transcript
• How to print a chat transcript
• How to use auto-translation during chats

How to discuss chat with another operator

How to discuss chat with another operator

You can interact with other Operators during or after chats using the Discussion tab.

Use it during the chat to ask questions or for assistance. After the chat is finished, you may leave a note about the chat or provide feedback for training and quality assurance purposes. Discussions between operators are completely hidden from the customer. The discussions are recorded in the history for later review by operators.

1. In the chat list, select the chat you want to discuss.
2. Click the Discussion tab.
3. Click Add Operator and select the operators with whom you want to confer.

   

4. Enter your comments or questions in the dialogue box.
5. Click Post.

   Result: The operators to whom you posted a discussion will see the chat now displayed in bold font. Visitors do not see the discussion.

   Tip: To remove the bold font, click Mark as Read in the Discussion tab.

The other operators can open the chat, click the Discussion tab and review the message. If they post a discussion reply to you, the chat will appear bold, indicating they have responded.

Related Articles

• How to answer incoming chats
• How to end a chat
• How to join another operator's chat
• How to search for a chat
• How to move a chat to a folder
• How to email a chat transcript
• How to print a chat transcript
• How to use auto-translation during chats

How to send chats to a rollover department

How to send chats to a rollover department

When no operators are available in the original department, rollover departments take over incoming chats.

For example, Sales goes offline at 5pm, but Customer Support stays online. You set Customer Support as the rollover department for Sales. As a result, the Sales chat button is displayed as available whenever either a Sales or Customer Support operator is logged in.

Rollover departments are set as part of the Department definition process.

Remember: If a rollover department has business hours set at the department-level, it cannot receive rollover chats outside of its own business hours.

1. Create a department, 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 General > Departments > New

   Result: The New Department window is displayed.

2. On the New Department window, select a Rollover Department.
   Tip: Enterprise subscribers can also rank rollover departments. Chats are taken over in the order of the rollover department's ranking.
3. Finish setting up your department.
4. Save your changes.

   Result:

Related Articles

• How to create Departments
• How to manage incoming chats according to rules (Chat Rules Engine)
• How to automatically activate chats (Automatic Chat Distribution)
• How to assign chats to certain operators before others (ranking within department)
• How to determine which queued chats are assigned first (Urgency)
• How to assign chats based on their difficulty

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community. 

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).  

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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