Handling Chats

How to print a chat transcript

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

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

How to organize chats by status

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

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

How to organize chats by custom values

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

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

How to reply with a canned message

Click the arrow beside the Answer or Reply buttons.
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.

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 organize chats by category

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

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.
To manually assign a chat to a category, an operator selects an item using the Category field at the top of the chat area.
To automatically assign a chat to a category, an administrator chooses a category in the Action section of the New Chat Rule window.
See How to manage incoming chats according to rules (Chat Rules).

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

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

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

How to answer incoming chats

Respond to an incoming chat initiated by a visitor.

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
Click the Chats folder on the left pane or click the temporary alert window.
Result: The Chats grid is displayed.
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.
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.

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.

To accept a video chat request, click Accept to join.

Result: The Video Chat window is displayed.
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.

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.

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.

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.

Start a chat session with the website visitor.
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.
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.

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.

In the upper-right corner, above the list of Chat threads, click the Search icon (binoculars).
Result: The Search Chats window is shown.
Enter the Keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results is displayed on the left.
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.

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.

In the chat list, select the chat you want to discuss.
Click the Discussion tab.
Click Add Operator and select the operators with whom you want to confer.
Enter your comments or questions in the dialogue box.
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.

How to end a chat

When you have finished the chat with the customer, you may end the session in several ways.

When chatting in the main window, click Stop icon on the toolbar above the chat grid.
When chatting in a new window, click Stop at the top of the View Chat window.

Result: Once ended, the chat turns to italics in the grid and remains in the active display for 60 seconds.

Note: To set how long an ended session remains in the active chats view (shown in italics) before closing automatically, set the Auto-Close Interval as part of a Chat Window definition. For details, see How to gather information from operators (Operator Wrap-Up).

How to join another operator's chat

You may join another operator?s chat to review the ongoing session or to offer extra support.

Highlight the chat you want to join by clicking the box at the left of the chat in the chat list.
Click Join.
Result: A dialogue box is displayed at the bottom of the Operator window.
Join the chat.
Important: When either Operator clicks End, the chat ends for all. An operator should only end the chat if confident the session is definitely over.

How to search canned messages

Operators can perform keyword searches against the canned message library. This helps to increase the speed and accuracy of chats, without impeding the operator?s ability to personalize the conversation.

Important: This is not a full text search. The search only applies to keywords directly associated with canned messages in your BoldChat account.

From the toolbar of the active Chat window, click the Search Canned Messages icon (paper with binoculars)
Result: The Search Canned Messages area is shown to the right of the chat area.
Click the entry field at the top of the Search Canned Messages area.
Enter the keyword to search for and click search.
Result: The result list will show below the search field.

Tip: While a search is taking place, the Search button changes to Cancel.
Select a canned message in the result list.
Result: The full text of the canned message will be displayed below.
Next to the search entry field, click copy/insert to insert the canned message into the chat.
Check and edit the canned message if necessary.
In the Chat window, click Send.

How to invite an active visitor to a chat

On the left pane of the desktop Operator Client, open the Visitors folder.
Result: The left pane is updated with Visitor folders. The upper-right area displays a list of visitors for the selected visitor folder.
From the list of visitors in the upper-right area, select a visitor to invite to a chat.
In the toolbar above the list of visitors, click Invite this visitor to a chat (chat bubble with play symbol).
Result: The button is greyed out and the visitor receives a prompt to accept a chat. The visitor must accept the chat for the chat to start.

Tip: If the visitor accepts the chat request, then an incoming chat will be created and can be dealt with by the operator as usual. For details, see How to view incoming chats.
Tip: If the visitor closes the prompt without accepting the chat, the Invite this visitor to a chat button in the desktop Operator Client becomes active again.

How to view visitor monitoring information

On the left pane of the desktop Operator Client, open the Visitors folder.
Result: The left pane is updated with Visitor folders. The upper-right area displays a list of visitors for the selected visitor folder.
In the upper-right area, select an item from the list of visitors.
Result: The lower-right area will update to show the details of the visitor.

How to move a chat to a folder

Folders enable you to organize and group chats according to predefined rules or set by the administrator.

In the top left corner under Folders, right-click on Chats and select New.
Enter the name for the folder.
Locate the chat you would like to move by browsing the chats in the Chat History tab, or by searching for a keyword.
Drag and drop the chat from the list into the new folder.
Tip: Folders can be set with certain permissions to restrict access. If you move a chat into a restricted folder, then these restrictions will apply to the chat.

How to set up ActiveAssist browser share

With BoldChat ActiveAssist, operators can view the exact web page a visitor is seeing and provide assistance by highlighting items or filling out forms on a visitor's behalf.

Once a visitor has engaged in a live communication, operators with proper permission can initiate an ActiveAssist session. The visitor is prompted to grant permission to the operator. Once permission is granted, the co-browsing session begins.

Requirements and permissions: Your website pages must use Visitor Monitoring HTML.; ActiveAssist can be used on both secure and non-secure pages with customers using a recent version of any modern browser (for example, Chrome, Firefox, IE11+, and other leading browsers).; ActiveAssist is only supported on Windows computers.; Operators must be in a permission group that is allowed to use ActiveAssist.
View-only co-browse sessions: You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent operators from acting on behalf of the visitor during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="viewonly" to any of the mentioned HTML elements.; Example: <input type="text" cobrowse="viewonly" name="creditCardAccountNumber" value=""/>; This way, operators can see what visitors are doing but cannot interact with view-only user interface elements. Operators can still highlight a these interface elements to draw visitors' attention.
Privacy ? Masking sensitive fields: Mask fields to prevent operators from seeing sensitive info during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="false" to any text field that you want to prevent operators from seeing.; Example: <input type="text" cobrowse="false" name="creditCardAccountNumber" value=""/>
Privacy ? Masking sensitive sections: Mask sections (<div>) to prevent operators from seeing sensitive information during a co-browse session. To do this, go to your site's HTML code and add the property ignore="true" to any element you want to prevent operators from seeing.; Example: <div ignore="true">Security Access Key: A7fDFUJkjleoiuxcv7df==</div>
Tip: If the page layout depends on an element you want to mask, first encase the sensitive element inside another element that will not impact the page layout if ignored.
Mobile: When a visitor is using a mobile device, the operator can view the page with the same dimensions as the visitor.
How ActiveAssist works ? A brief technical description: BoldChat actively monitors the content of the visited page and sends changes to the operator. BoldChat only looks at page content as an HTML document. The document and display size tracking generally gives the operator a very similar rendering of the page as what the visitor sees. The actual view of the page can vary between mobile/desktop devices and based on display/font/size settings in the browser and the dimension/resolution of the screen. All page functionality will be present for the operator and the visitor, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the operator might be positioned off the screen for the visitor.
Security: The visitor's page contents and actions are sent to the servers exclusively over SSL (even if the page is unsecure.)

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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Handling Chats Articles