Chat Rules Articles

How to route incoming chats

BoldChat gives you a fine level of control over how incoming communications can be directed to specific folders and departments. Routing answers the question "How can I show certain incoming chats to certain operators?"

At the highest level, routing looks like this:

  1. The simplest way to route chats is to associate a Custom Chat Button definition or Chat Window pre-chat form with a Department definition. Incoming chats are routed to operators in an associated department.
  2. If you want all chats to go to a specific chat folder, create folders and set one as the default. All incoming chats will go to the default folder unless Chat Rules are applied.
  3. The entity called Chat Rules gives you added subtlety. You can use Chat Rules to evaluate incoming chats and move them to a folder or assign them attributes such as category or status.
  4. Finally, Premier and Enterprise subscribers can also use Automatic Distribution (ACD) to set up rules that automatically activate chats by placing operators in a chat session without operator interaction. ACD also allows for operator ranking and chat urgency settings. To achieve optimal distribution to appropriate resources, operators can be ranked within a department and departments can be ranked for an operator.

How to manage incoming chats according to rules (Chat Rules Engine)

You can use Chat Rules to evaluate incoming chats and move them to a folder, assign them attributes such as category or status, or assign them an urgency to determine which queued chats are assigned first.

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

  1. From the main menu of the operator client, go to Setup > Rules > Chat Rules Engine Setup.

    Result: The Chat Rules Engine window is displayed.

  2. On the Chat Rules Engine, click New.

    Result: The New Chat Rule window is displayed.

  3. Name the rule.

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

  4. Set criteria.

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

    • Custom Chat Window. Apply the rule to chats originating from the selected custom chat window definition.
    • Website. Apply the rule to chats that originate from a source associated with the selected Website definition.
    • Department. Apply the rule to chats that originate from a source associated with the selected Department definition.
    • Language. Apply the rule to chats associated with the selected language, as detected from the visitor's language settings or as set on the Custom Chat Window (pre-chat form).
    • Initial Question Contains. Apply the rule to chats with a pre-chat form where the visitor input for the Initial Question field contains the defined expressions.
    • Auto Answers. Apply the rule to canned messages assigned to Auto Answers according to the following sub-criteria.
      • First Question Contains: Visitor's first question contains the defined expressions
      • Last Question Contains: Visitor's last question contains the defined expressions
      • Any Question Contains: Any of the visitor's questions contains the defined expressions
      • Shown Canned Message: Message included in the visitor's query results
      • Clicked Canned Message: Visitor clicked the message
      • Last Clicked Canned Message: Visitor clicked the message last
      • Rated Positive Canned Message: Visitor rated the message up
      • Rated Negative Canned Message: Visitor rated the message down
    • Mobility. To apply the rule to chats originating from all devices, select both Desktop/Laptop Visitor and Mobile Visitor.

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

  5. To route a chat when criteria are met, choose the following actions:
    • Folder: Send a chat to a specific chat folder.
    • Department: Make the chat available to members of a specific department.
  6. To route queued chats according to urgency when criteria are met, set an Urgency.
    • Incoming items with a higher urgency setting will be distributed before those with a lower setting.
    • When urgency is the same for multiple items in the queue, operators will receive the item from the department for which they have the highest priority.
    • Chat rule urgency prevails over department-level urgency (see How to determine which queued chats are assigned first (Urgency))
    • No Change indicates the rule will not change the urgency of the item.
  7. To route queued chats according to their difficulty, set the difficulty factor and select the Difficulty checkbox.
    • Chats are assigned the default difficulty factor of 1 when difficulty-based routing is not set.
    • Chat rule difficulty prevails over department-level difficulty.

    See How to assign chats based on their difficulty for details and department-wide configuration.

  8. To assign attributes to a chat when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

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

  9. Save the rule.
  10. Continue to create rules.
  11. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.
Chat Rules are applied to your entire BoldChat account.

By default, rules are only run once when created or edited, but not automatically applied when manually transferred to another department. To control rule behavior on transfer between departments, go to Setup > Rules > Chat Rules Engine Setup > Apply rules to department transfers (all services).

Option Rule behavior on transfer
Enabled Rules are automatically rerun when an item moves to a new department.
Disabled Rules are only run when the item is created or edited. You may need to review all existing rules to ensure that rules still behave as expected.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.