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What's New in the Bold360 Agent Platform

Stay up to date on the latest features and updates for Bold360.

Admin Center in v21.7.0 ? July 16, 2021

New!

Outbound SMTP changes for email delivery

Email validation and security have been improved to help continue the delivery of your outbound emails to your customers. Admins who set up an email channel using the built-in Bold360 outbound SMTP email settings, must do the following:

At admin.bold360.com, go to General > Outgoing Email Setup
Select the email account that is set up with the proper SMTP settings.

If you don't have an email account yet that would use SMTP, create one as described in Set up an email account.

The following message is displayed when you sign in to the Bold360 Admin Center:

Agent Workspace and Admin Center in v21.6.0 ? June 5 - June 12, 2021

New!

OAuth 2.0 authentication: Email accounts in Bold360 can now be authenticated using OAuth 2.0. See Set up an email account for more information.

Improved

A new Last message person type column has been added in the Monitor View to messages and chats that are in the queue or assigned to an agent. This column shows whether the last message came from the customer or the agent. For more information on Monitor View, see View chat details.
It is now possible to display the approximate waiting time to visitors who are waiting in the queue for agent chat. This option is available only for layered chat window and can be enabled if the Show queue position option is active. The estimated wait time is calculated based on previous wait times and the visitor's position in the queue. For more information on automatic chat distribution see How to automatically activate chats (Automatic Chat Distribution).
Smart Advisor contains new enhancements. See this article to learn more.

Bold360 AI platform improvements

Bold360 AI contains various enhancements. For information visit https://support.bold360.com/ai.

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

New!

Switch between accounts after signing in: Users who have access to multiple Bold360 accounts, can switch between account after signing in. When switching accounts, users are not signed out, only redirected to the account selector page where they can choose another account to sign in. See How to switch account.

Improved

Monitor View can now list up to 2500 work items for each channel. For more information on Monitor View, see How to monitor the chats of your organization.
Agents can now send attachment on messaging channels, such as Microsoft Teams and WhatsApp. For information on these additional (asynchronous) messaging channels, visit https://support.bold360.com/ai.
You can now select Haitian Creole as an additional language to auto-translate messages with Geofluent between customer and agent in real-time. For more information on using real-time translation, see Set up auto-translation.
Chat attachment limit has been raised from 25 MB to 250 MB.
The color scheme of the Admin Center and Agent Workspace have been updated to be in line with the color scheme of the Bold360 AI platform.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 21.2 and 21.3. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

Content Management Audit Report
Improved Search Optimizer
Optimized Support Center URLs
Improved Business Insights
SAML request signing and custom data in SAML responses

For information on the individual features, visit https://support.bold360.com/ai.

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

New!

Omni-queue: manage work items in a single queue

You can combine your available channels into a single queue. Depending on how you set up Omni-queue, your agents can receive work items from the chat, email, and messaging channels in one queue. When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.

For agents, see How to view agents' workload and availability in Omni-queue.

For admins, see Omni-queue setup.

Export data in Monitor View

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

New reports for additional messaging channels

You can now run the following reports on conversations on additional messaging channels:

Note:

Performance type reports do not display the agent's performance, but the overall conversation performance, including the chatbot's performance. This will be adjusted in a later release.
Currently, Messaging App reports do not support filtering based on Account.

Improved

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

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.3.2 and 20.3.4. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

Multi-account support
Search Optimizer 1.0 retired
Business Insights enhanced
Overlapping phrases dialog in Article Editor
Unanswered tab available on Dashboard

For information on the individual features, visit https://support.bold360.com/ai.

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

New!

View department-level workload: In Monitor View, you can view your departments' workload per channel in real time. To see this information, go to the Live Workload tab and select Department at the top of the page. See How to view department-level workload.
Assignment history of chats and messages: You can now view the assignment history of a selected chat or message in Agent Workspace. See How to find customer and assignment history.
View your Bold360 account configuration issues: You can now view issues with your account configuration and take the necessary steps to resolve them. See How to resolve account configuration errors.

Improved

In Agent Workspace, the folder selector in the Canned Message panel now lists folders alphabetically in a multi-level hierarchy. Canned messages in a single folder are also sorted alphabetically. To create canned messages, see Canned messages for agents.
The Bold360 Salesforce Connector (Bold360 Conversation Integration) can now display the ID of a record and create a Case record on the Contact tab of the Salesforce integration panel. To use these improvements, you must install the newest version of the installation package as described in How to install Bold360 Conversation Integration in Salesforce.
In Agent Workspace, the following outreach-related information has been introduced:
- At the top of the chat panel, you can now see whether the chat was started as a proactive chat (initiated by manual invitation or auto-invite, or triggered by outreach activity)
- On the Customer Info Card, you can now see which outreach activity started the chat, which action in the outreach activity was triggered, and the outreach activity's rules. See Outreach details.
Smart Advisor has been significantly improved and the new version is now available for Beta customers. Contact your Success Manager to try this feature.
Note: This feature is only available with a Bold360 AI platform account.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.2.6 and 20.3.1. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

Users can now sign in with their email address instead of their user names
Enhanced data sanitization
New Widget Preview in Article Editor
Letter Count in Article List and Article Editor
Enhanced Widget Preview in Article Editor
New sorting options for FAQs in widget configuration
Enhanced Support Center Configuration
Enhanced Search Optimizer 2.0

For information on the individual features, visit https://support.bold360.com/ai.

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

New!

Additional customer details on the Customer Info Card: The Customer Info Card has been updated with additional information related to visit history, Outreach campaigns and custom details. See Where to find customer information.
Delay automatic chat distribution: You can now delay automatic chat assignment so that your agents can manually take a chat from the queue before Automatic Chat Distribution (ACD) assigns the chat. To delay ACD assignment, go to the Channels > Chat > Automatic Distribution page in the Admin Center. Then select Initial assignment delay and enter delay in seconds. See How to automatically activate chats (Automatic Chat Distribution).
Changes to the Chat Summary by Operator report: When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.

Improved

A new user permission has been added for agents to see the post-chat survey details of fellow agents. This permission is enabled by default. When disabled, agents can see the post-chat surveys of their own chats only. You can find this permission under Actions > Chats > Can see others' post-chat survey in your permission group settings. See Set agent permissions: Create or edit a permission group.
You can now select the following additional languages to auto-translate messages with Geofluent between customer and agent in real-time:
- Kazakh
- Lithuanian
- Serbian
- Tagalog
- Tamil
For more information on using real-time translation, see Set up auto-translation.
When an agent accepts an SMS message in the Agent Workspace, the initial greeting is now displayed in the chat panel. To set up initial greetings, see How to set customer greetings.
Fixed an issue where outgoing emails with an invalid character could not be sent
Fixed an issue where chats were not closed automatically after the customer chatted with the bot
Agents now see an improved notification when they try to transfer a bot chat that the customer has already abandoned

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.2.1 and 20.2.5. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

Customers can exit the waiting queue by filling in an unavailable chat form
Geofluent auto-translation supports additional languages
Use context-dependent article links
Business Insights: Name Change in Engagement Dashboard
Search Optimizer 2.0 enhancements
Sorting Option for Lists added in Support Centers
Upload images from your local drive for an Image Gallery

For information on the individual features, visit https://support.bold360.com/ai.

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

New!

View agent availability and workload: In Monitor View, you can view agents' workload and availability per channel in real time. To see this information, go to the Live Workload

What's New in BoldChat

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

New!

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

Improved

Monitor View can now list up to 2500 work items for each channel. For more information on Monitor View, see How to monitor the chats of your organization in the Agent Workspace.
You can now select Haitian Creole as an additional language to auto-translate messages with Geofluent between customer and agent in real-time. For more information on using real-time translation, see How to set up auto-translation.
Chat attachment limit has been raised from 25 MB to 250 MB.

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

New!

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

Improved

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

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

New!

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

Improved

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

Operator Client in v20.2.4 ? September 17, 2020

Improved

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

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

New!

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

Improved

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

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

New!

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

Improved

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

Agent Workspace in v20.1.4 ? April 25, 2020

Improved

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

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

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

New!

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

Improved

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

Agent Workspace in v19.5.7 ? January 25, 2020

New!

Changes to the sign-in process in BoldChat

Update your BoldChat Operator Client: By January 27, 2020, it is strongly suggested to upgrade your BoldChat Operator Client to version 15.2.6 or later. Users on an earlier version may not be able to sign in to BoldChat.

Email address and password policy: With the coming of the new sign-in process on March 16, 2020, BoldChat users may have to verify their email address and their password policy will also change. For more information on these changes, see About the new sign-in process in BoldChat.
Operators and admins will have the following experience when they sign in:
Multiple BoldChat accounts: From March 16, 2020, if you also have access to multiple accounts, you will have to select that after signing in to BoldChat. Operators and admins will have the following experience when they sign in and select a BoldChat account to work with:
Allowlisting: By January 31, 2020 your IT team must allowlist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Allowlisting and BoldChat.

Operators can block abusive customers during chat

When operators chat with an abusive customer, they can block that person from chatting with your organization. Customers can be unblocked later.

BoldChat iOS Operator Application retired

The iOS Operator Application is no longer available. Installed apps stop working on February 3, 2020.

Improved

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

Operator Client in v15.2.6 ? October 7, 2019

New!

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

Sign-in and password policy changes

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

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

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

Improved

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

Agent Workspace in v15.1 ? June 30, 2019

New!

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

Improved

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

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

Improved

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

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).

What is Bold360 AI?

Bold360 AI is a customer engagement solution that uses Natural Language Processing (NLP) to learn about your customers? needs from the very first interaction with them.

With Bold360 AI you can build a help center where your customers can self-serve through a dynamic search bar and you can optimize dynamic search bar engagement with a chatbot.

When visitors hit a dead end or get lost in online FAQs, they either bounce or involve a costly human agent. Bold360 AI's dynamic search bars understand what your customers are looking for and deliver relevant results within seconds. Your customers won?t waste their time digging or your agents? time when not necessary.

The chatbot can answer simple, repetitive inquires that often eat up the majority of an agent's time. This allows customers to be served immediately, at any time of the day or night, and frees up customer service agents for more complex issues and higher-value work that require a human touch. Built with patented NLP, Bold360 AI chatbots understand, remember, and respond like humans, so your customers can get the help they?re looking for in a quick, personalized way.

When your chatbot needs to involve an agent, whether it?s to answer a complex request or hand off a high-value opportunity, the transition is seamless. Agents can clearly see what has occurred in the self-service interaction, so customers don?t have to repeat themselves. AI continues to help the agent as a virtual assistant, offering contextual information at the right time to resolve issues faster.

Instead of pre-loading a customer self-service solution with every possible knowledge base article you can think of, go with what you have and let Bold360 AI help fill the gaps. See what customers are asking in self-service interactions to know which questions need new or additional information. Your Bold360 AI chatbot also takes feedback from customers and agents to self-learn how to answer queries better over time.

Try Bold360 AI to see it in action. Get a Demo!

Bold360 AI platform, Bold360 Agent platform, BoldChat. What's the difference?

You are now at Bold360 AI's support site. Bold360 AI (formerly Bold360ai or Nanorep) customer engagement solution that enables your customers to self-serve.

Bold360 Agent is a web-based application for live agents. You can sign in at agent.bold360.com or admin.bold360.com, depending on whether you want to support your customers, or set up the support experience for your customers and agents. For information about Bold360 Agent, see the Bold360 Agent support site.

BoldChat users generally use the .NET-based BoldChat Operator Client, which is a standalone application available on Windows only. BoldChat users can also sign in to the web-based Bold360 Agent Workspace, (also known as Agent Workspace), but you must first contact your account manager or sales representative for assistance. For information on BoldChat, see the BoldChat support site.

What cookies and local storage entities are used by Digital DX AI widgets?

The following table lists all customer-side cookies used in widgets to provide reporting and analytics capabilities. Customers stay anonymous and their unique visitor IDs are only used to group customer queries in reports.

Cookie name	Example value	Description
bc.visitor_token	5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b	Identifies the visitor in Business Insights, used also when navigating across subdomains and by the customer information hub.
u	v2,EU1,38DA82AC634C0F31	The cookie is used by visitors' engagement tracking in Bold360Ai's reporting system and leveraged by internal analytics tools. If the 'u' cookie is blocked, then the Engagement and Interaction data in legacy AI reporting is distorted.
35EBBB48	cv_4#t_ED43D8F69#v_1#lv_ ED43D8F57#e_00000000	Legacy visitor journey tracking cookie. There is one cookie per visitor journey.

Digital DX AI also uses customer-side localStorage entities in Conversational widgets to provide widget state persistence. You can change it to sessionStorage with the public widget API, but the content of the storage remains the same:

Storage key	Storage value	Description
bc.visitor_token	5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b	To provide better persistence and reporting, the unique visitor token is also currently stored in the localStorage of the customer's website.
nanorep.float.conversational. product_demo.kb904641352	{"convId":"7835951554271442645", "convLog":[...]}	Stores widget state, including current conversation ID, chat history, active live-chat channel information and so on.

List of cookies used by Digital DX

Genesys DX/Bold360 cookies track the actions associated with a website customer's activity on this website to allow the website owner to provide accurate, helpful and feature-rich web chat features.

This data is handled as follows:

Suppressible by the customer who limits browser cookies
Used to identify behavior of a user on the website for purposes of Digital DX chat features (e.g. aggregated performance/analytics reporting, chat, visit, conversion history individual reporting)
Only useful during the visit or upon a subsequent visit
Not available between customers
Protected by the Digital DX secure infrastructure

The first five (5) are targeting types for uniquely identifying the website user within the Digital DX service and are used for things like targeted chat invitation, allowing a chat agent to better assist the website customer during a chat session, and for aggregate reporting. The latter four (4) are strictly necessary and only used for chat-related functionality.

Personalization

This cookie is used for providing the proper content based on context settings (query parameter).

Cookie	nrContext2
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Bold360Ai is providing context-based, tailored content to customers in order to find the most relevant answers to their problem. The 'nrContext2' cookie is stored for collecting the right context from the user's machine.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Harmony

These cookies are used for seamless integration of AI interactions (search, botchat) and live agent chats.

Cookie	_bc-chat-ended
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcContinueChat
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcvm_vid_{visitorParam}
Host	1st Party Website
Type	1st Party
Category	Essential
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcvm_vrid_{visitorParam}
Host	1st Party Website
Type	1st Party
Category	Essential
Expiration	Persistent
Purpose	Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	bc_pv_end
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session / 30 seconds
Purpose	Improves accuracy of pageview tracking when a website user (customer) moves between pages.
Creation	When the website user changes pages.

Cookie	bc-visit-id
Host	bold360.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Same as `_bcvm_vid_{visitorParam}`. Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	bc-visitor-id
Host	bold360.com
Type	3rd Party
Category	Essential
Expiration	Persistent
Purpose	Same as `_bcvm_vrid_{visitorParam}`. Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-curl
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Identifies the state of the layered chat window when the website user changes pages on the website so the chat window can be maintained.
Creation	When the layered chat window is opened.

Cookie	_url-cid
Host	livechat.boldchat.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Used to identify the cached URL of the open chat window for the website user.
Creation	When the layered chat window is opened.

Cookie	_bc_aa* (_bc_aas, _bc_aaq, _bc_aasi-XXX-XXX-viewed, _bc_aasc)
Host	livechat.boldchat.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Used to identify the current state of auto-answers being shown to the customer within the chat window.
Creation	When auto-answers is shown and used within the chat window, and only if Local Storage is not supported by the browser.

Cookie	_reboot-cid
Host	livechat.boldchat.com
Type	3rd Party
Category	Essential
Expiration	End of session
Purpose	Used to track the chat URL to be reloaded after a Rescue-initiated reboot (in order to reconstitute the chat session).
Creation	When a Rescue-initiated reboot is triggered.

Cookie	_bcck
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	2 hours
Purpose	Used for chat validation, chat start.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-escalation
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores the escalation state.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-escalation-time
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	2 hours
Purpose	Keeps chat in sync when refreshed or new tabs are opened.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-prechat-submitted_{chat_id}
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	24 hours
Purpose	Keeps prechat form in sync when refreshed or new tabs are opened. Only placed when prechat feature is used.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	csrf-token
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores security token for safe form submission.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

*.boldchat.com, *bold360.com, *.bold360usercontent.com - Genesys' service for adding chat to websites
*.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
auth.bold360.com
launch.bold360.com

IP addresses for the sign in service

Add the following IPs to your firewall settings:

34.199.209.240
35.173.84.18
78.108.120.24
173.199.2.47
173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email address so that identity-related and authentication emails are received:

support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

support@bold360.com

Allowlists

Ireland

eub-app16-01.boldchat.com
eub-app16-02.boldchat.com
eub-app16-03.boldchat.com
eub-app16-04.boldchat.com
eub-app16-05.boldchat.com
eub-app16-06.boldchat.com
eub-app16-07.boldchat.com
eub-app16-08.boldchat.com
eub-app16-09.boldchat.com
eub-app16-10.boldchat.com
eub-app16-11.boldchat.com
eub-app16-12.boldchat.com

Frankfurt

eub-app17-01.boldchat.com
eub-app17-02.boldchat.com
eub-app17-03.boldchat.com
eub-app17-04.boldchat.com
eub-app17-05.boldchat.com
eub-app17-06.boldchat.com
eub-app17-07.boldchat.com
eub-app17-08.boldchat.com
eub-app17-09.boldchat.com
eub-app17-10.boldchat.com
eub-app17-11.boldchat.com
eub-app17-12.boldchat.com

US East (N. Virginia)

b-app18-01.boldchat.com
b-app18-02.boldchat.com
b-app18-03.boldchat.com
b-app18-04.boldchat.com
b-app18-05.boldchat.com
b-app18-06.boldchat.com
b-app18-07.boldchat.com
b-app18-08.boldchat.com
b-app18-09.boldchat.com
b-app18-10.boldchat.com
b-app18-11.boldchat.com
b-app18-12.boldchat.com
b-app18-13.boldchat.com
b-app18-14.boldchat.com
b-app18-15.boldchat.com
b-app18-16.boldchat.com
b-app18-17.boldchat.com
b-app18-18.boldchat.com
b-app18-19.boldchat.com
b-app18-20.boldchat.com
b-app18-21.boldchat.com
b-app18-22.boldchat.com
b-app18-23.boldchat.com
b-app18-24.boldchat.com
b-app18-25.boldchat.com
b-app18-26.boldchat.com
b-app18-27.boldchat.com
b-app18-28.boldchat.com
b-app18-29.boldchat.com
b-app18-30.boldchat.com
b-app18-31.boldchat.com
b-app18-32.boldchat.com
b-app18-33.boldchat.com
b-app18-34.boldchat.com
b-app18-35.boldchat.com
b-app18-36.boldchat.com
b-app18-37.boldchat.com
b-app18-38.boldchat.com
b-app18-39.boldchat.com
b-app18-40.boldchat.com
b-app18-41.boldchat.com
b-app18-42.boldchat.com
b-app18-43.boldchat.com
b-app18-44.boldchat.com
b-app18-45.boldchat.com
b-app18-46.boldchat.com
b-app18-47.boldchat.com
b-app18-48.boldchat.com
b-app18-49.boldchat.com
b-app18-50.boldchat.com
b-app18-51.boldchat.com
b-app18-52.boldchat.com
b-app18-53.boldchat.com
b-app18-54.boldchat.com
b-app18-55.boldchat.com
b-app18-56.boldchat.com
b-app18-57.boldchat.com
b-app18-58.boldchat.com
b-app18-59.boldchat.com
b-app18-60.boldchat.com

US West (Oregon)

b-app19-01.boldchat.com
b-app19-02.boldchat.com
b-app19-03.boldchat.com
b-app19-04.boldchat.com
b-app19-05.boldchat.com
b-app19-06.boldchat.com
b-app19-07.boldchat.com
b-app19-08.boldchat.com
b-app19-09.boldchat.com
b-app19-10.boldchat.com
b-app19-11.boldchat.com
b-app19-12.boldchat.com
b-app19-13.boldchat.com
b-app19-14.boldchat.com
b-app19-15.boldchat.com
b-app19-16.boldchat.com
b-app19-17.boldchat.com
b-app19-18.boldchat.com
b-app19-19.boldchat.com
b-app19-20.boldchat.com
b-app19-21.boldchat.com
b-app19-22.boldchat.com
b-app19-23.boldchat.com
b-app19-24.boldchat.com
b-app19-25.boldchat.com
b-app19-26.boldchat.com
b-app19-27.boldchat.com
b-app19-28.boldchat.com
b-app19-29.boldchat.com
b-app19-30.boldchat.com
b-app19-31.boldchat.com
b-app19-32.boldchat.com
b-app19-33.boldchat.com
b-app19-34.boldchat.com
b-app19-35.boldchat.com
b-app19-36.boldchat.com
b-app19-37.boldchat.com
b-app19-38.boldchat.com
b-app19-39.boldchat.com
b-app19-40.boldchat.com
b-app19-41.boldchat.com
b-app19-42.boldchat.com
b-app19-43.boldchat.com
b-app19-44.boldchat.com
b-app19-45.boldchat.com
b-app19-46.boldchat.com
b-app19-47.boldchat.com
b-app19-48.boldchat.com
b-app19-49.boldchat.com
b-app19-50.boldchat.com
b-app19-51.boldchat.com
b-app19-52.boldchat.com
b-app19-53.boldchat.com
b-app19-54.boldchat.com
b-app19-55.boldchat.com
b-app19-56.boldchat.com
b-app19-57.boldchat.com
b-app19-58.boldchat.com
b-app19-59.boldchat.com
b-app19-60.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

34.246.13.84
54.155.23.252
46.137.48.149
34.254.28.102 5
2.49.80.82
63.33.229.51
54.75.218.75
54.216.206.26
34.246.145.123
52.212.90.186 5
4.77.148.81
34.251.74.92

Frankfurt

3.122.210.241
18.192.113.151
3.68.175.68
18.196.140.195
3.68.178.202
18.194.200.171
18.198.110.95
18.192.7.127
3.65.55.253
3.64.238.21
3.64.109.185
18.198.123.19

US East (N. Virginia)

107.20.174.150
18.214.187.122
18.233.1.191
18.233.79.13
18.233.95.16
18.235.217.246
23.20.109.244
23.20.253.55
23.21.167.45
3.225.82.217
3.231.116.10
3.233.101.193
3.233.111.68
3.89.11.143
34.194.220.164
34.195.70.224
34.206.233.8
34.224.220.30
34.228.50.168
34.230.132.34
34.234.140.16
34.236.195.183
34.236.241.191
34.236.83.24
35.153.29.169
35.168.4.139
35.174.34.186
35.175.163.252
44.193.104.84
44.193.127.42
44.193.247.199
44.194.100.181
44.194.137.67
44.194.208.207
44.194.25.105
44.194.73.45
44.195.9.217
52.20.221.203
52.207.76.221
52.3.185.243
52.44.154.238
52.71.46.102
52.71.71.29
52.86.214.10
54.144.250.111
54.147.215.157
54.152.188.62
54.156.114.221
54.156.48.172
54.160.133.4
54.160.196.54
54.161.46.241
54.163.230.72
54.164.146.233
54.166.248.29
54.198.148.121
54.226.231.169
54.236.144.76
54.84.163.19
75.101.233.126

US West (Oregon)

34.210.135.97
34.213.254.212
35.160.120.77
35.161.150.98
35.167.75.41
35.80.158.24
35.80.170.11
35.80.194.13
35.80.219.155
35.81.101.126
35.81.88.49
35.82.204.234
35.82.9.197
35.83.116.129
44.224.251.121
44.226.244.84
44.228.212.110
44.230.126.250
44.230.250.92
44.231.153.96
44.231.91.181
44.232.19.77
44.233.171.9
44.237.129.5
44.237.13.169
44.237.28.122
44.237.55.136
44.238.219.222
44.239.247.221
44.241.208.142
44.242.45.116
44.242.53.108
52.11.10.7
52.12.160.123
52.12.220.61
52.13.124.118
52.24.130.127
52.32.198.76
52.32.241.86
52.35.142.151
52.36.48.105
52.38.106.12
52.38.150.246
52.40.239.227
52.40.30.115
52.41.198.141
52.41.47.191
54.184.129.107
54.184.178.79
54.184.90.24
54.188.53.58
54.200.230.213
54.200.68.184
54.201.26.44
54.203.206.223
54.212.170.137
54.212.95.24
54.69.131.234
54.69.177.37
54.69.85.11

To use the chatbot, you must first integrate the Bold360 Agent and AI platforms.

Note: This feature is only available with a Bold360 AI platform account.

Enable the Bold360 ai integration in the Bold360 Admin Center as follows:
1. In the Web Admin Center, go to Integrations > Genesys DX ai.
2. Enter your Bold360 AI platform account name, host URL, and API key that you can copy from your Bold360 Admin Console.
  To find this API key, log in to your organization's Bold360 AI platform account and go to the Admin Center > API keys tab.
3. Click Integrate.
Set up an AI-enabled chat window so that both your customers and agents receive help from the chatbot:
1. In the Web Admin Center, go to Channels > Chat > Chat Windows and create or edit a chat window.
2. On the General tab, select Genesys DX ai chat window for chat window type.
3. Select the Bold360 ai chat window configuration from the Floating Widget Configuration drop-down list that you want to use. Smart Advisor will use the selected knowledge base to answer customer queries.
  Result:
  
  Note: You can only customize an AI chat window in the Bold360 Admin Console.
4. Optionally, to define a separate knowledge base for your agents, select a Knowledge Base for Agents from the respective drop-down list.
  Result: This way, you can define an additional knowledge base that agents can use when the bot does not find a suitable answer. Additionally, agent answers would not influence your primary knowledge base's statistics on the Bold360 ai Dashboard.
5. Save your changes.
Set up your AI-enabled chat window's escalation path, which is called channeling policy in the Bold360 Admin Console:
1. Create a Bold360 API access key.
  - In the Bold360 Admin Center, go to Integrations > API Access Keys and click Create New.
  - Name your API key and select a Website and a Chat window that you want to associate with chats.
  - Select the Department where you want to direct your chats.
  - Click Save and copy your API access key.
  Result:
  
  Note: After closing this dialog you will not be able to view this key.
2. In the Bold360 Admin Console, go to Channeling > Policy and click Add channel.
  Channel setup requires the Bold360 API access key that you have previously created.
Remember: To implement a chat window, you must associate it with a chat button.

Important: When you generate your chat button HTML code, you must select the same Website that you have defined for your API Access Key in Step 3.

Result: The integration is now available for your agents. After integration, the Smart Advisor panel automatically replaces the Canned Messages panel when a chat is transferred from the chatbot. For more information, see Smart Advisor: Chatbot-assisted conversations.

Figure 1. Agent's view when Genesys DX ai is activated

After integrating Genesys DX ai, you may also do the following:

Set up the knowledge base that contains help articles. The chatbot presents the same knowledge base articles in the AI-enabled chat window to customers and on the Smart Advisor panel to agents. You can define multiple knowledge bases to serve different audiences, but every knowledge base must be associated with a separate chat window definition in the Bold360 Admin Center.
Customize the AI-enabled chat window. In the Bold360 Admin Console, go to Touchpoints > Floating widget and click Personalize.

For information on working with the Bold360 Admin Console, see the Bold360 ai support page.

Monitor your outreach campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

You can monitor the progress of your sales outreach on the sales dashboard, which provides you with a visual representation of your company?s sales KPIs (with a 2-hour latency). The sales dashboard allows you to have a better understanding of the overall revenue compared to campaign-driven conversions, the most successful conversion personas, and campaign trend progress indicators. As a result, you can optimize sales performance throughout a specific period, which ultimately increases top line revenue.

With the sales dashboard, you can monitor sales outreach performance to track conversion rate and conversions, determine behavioral patterns among customer segments and notify stakeholders about over- or under-performing product categories.

Since you can optimize your outreach strategy by A/B testing different treatments, the sales dashboard allows you to drill-down to the level of actions that target your customers.

Tip:

The reporting dashboard is event-based: you must generate traffic for each of your campaigns and your A/B tested actions to see results. For example, if you defined an outreach campaign with two treatments that are A/B tested but only one of the treatments has been displayed to a customer yet, then the dashboard shows the campaign only with that particular treatment.
Every widget of the reporting dashboard (except the funnel) is conversion-based: you must set up and track conversion events in your account to see results.

The top four charts show various conversion related information:

Conversion Events ? displays the distribution of conversion events captured in the dashboard?s time interval
Overall Revenue ? displays the overall income and average order size based on all conversion events
Outreach Funnel ? provides a breakdown of the number of customers who were exposed to an outreach activity, started to interact with an outreach activity, and converted at the end
Revenue by Outreach ? displays the overall income and average order size generated by Bold360 Acquire

The middle section of the reporting dashboard displays outreach level progress charts:

Conversion Rate by Engagement Type ? shows the distribution of the different personas (outreach activity variations) who successfully generated a conversion event during the given engagement
Campaign Success Rate ? displays the distribution of outreach activities presented for converted customers on a given day

The Conversion by Outreach A/B variations chart at the bottom of the page displays a more granular view of your outreach activities, grouped by A/B variations. This chart shows you the distribution of outreach activity variations presented for converted customers on a given day.

Create your first proactive outreach campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

On the Engagement > Outreach page, you get an overview of your Bold360 outreach strategy: you see which outreach are running and the number of variations they each have.

To set up your first outreach campaign, do the following:

On the Engagement > Outreach page, click Create outreach at the top of the page.
Note: You can only edit a sales outreach that has not started yet.

Tip: You can define your outreach strategy on account level and not on knowledge base level. This is why you see the same outreach campaigns regardless of which knowledge base you use. If you want to separate campaigns for each knowledge base, website, or customer then use naming prefixes and always define a URL as condition to make sure campaigns do not overlap.
In the Outreach title field, name your sales outreach.
Set the duration of your outreach.
You can define specific dates or decide to manually start and end the sales outreach.

Define criteria for selecting your target audience.

You can define the criteria with AND/OR relations using the parameters that are listed below.

Note: If you enable more than one criteria for a particular rule, then - depending on your AND/OR relations - all or some criteria must match for the rule to trigger an invitation. If you do not define any criteria then your sales outreach will target all your customers.

Criteria name	Goal	Notes, Tips
Device type	Invite when the customer is using either a desktop or a mobile device.
Current URL	Invite based on the URL of the page being visited.	For example, if you specify `/products/shoes.html`, then Bold360 only sends an invite if the URL of the page that the customer visits contains that exact phrase. For example, a customer visiting the site `www.mysite.com/products/shoes.html` would trigger an invite, but a visit to the `www.mysite.com/products/help/shoes.html` site would not trigger anything. Note: It is recommended to define the Current URL criterion in each outreach campaigns to avoid confusing outreach behavior. Always try to define the most granular URL condition: if you define a campaign for a subpage then use the subpage?s URL as a condition, not just the main domain URL.
Entry URL	Invite based on the URL of the first page the customer sees on your site.	Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Pages viewed in visit criteria.
Pages viewed in visit	Invite only after customers have viewed a certain number of pages on your site.
Referrer URL	Invite based on the URL of the page from which the customer entered your site.	Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Pages viewed in session criteria.
Country	Invite when the customer is in a specific country.	You can select multiple countries.
Email	Invite customers whose email addresses contain specific characters.	If you previously collected the email address of a customer (for example, in a pre-chat survey) and then that customer came back to the set and got identified again and the system knows his/her email address
Extra info	Define external signals that you can use with your outreach campaign. Note: This criteria may not be visible to you. Contact your Customer Success Manager to enable it.	For more information on how to use the extra info condition, see What custom information can you define for your outreach activity?
Customer info	Invite according to information gathered about customers, which contains specific characters.	Provided that you collect customer info either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
Name	Invite customers whose names contain specific characters.	Provided that you collect customer name either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
Phone	Invite customers whose phone numbers contain specific characters.	Provided that you collect customer phone number either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
Customer ref.	Invite customers whose names contain specific characters.	Provided that you collect customer ref either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
Customer status	Invite new or returning customers.	Choose new or returning from the drop-down list.

Define what to show your customers when approaching them. You can name your actions to easily identify them when you run reports on your strategy.

By default, the control group is 100% of your customers, who are not offered any of the following options.

Option	Description
Launch AI chat window	Displays a bot chat widget automatically in expanded mode. The drop-down list contains all the AI-enabled chat windows set up in the Bold360 Admin Center and the touchpoints set up in Bold360 AI. Touchpoints where you have defined welcome mode are excluded. Optionally, define the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options.
Launch chat window	Displays a minimized agent chat window automatically. As soon as the agent accepts the chat, the window is expanded. Optionally, define whether a Bold360 department should be available and the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options. Note: The chat window is displayed to customers only if the following conditions are met: Website is open (based on website business hours) Department is open and available ( based on department business hours) ACD assigned the chat to an agent Agent accepted the chat and sent the first message, which can be either a welcome message or something typed in When you set up a chat window, it is recommended to use a pre-chat form and define a department specifically for your Acquire campaign-related chats.
Show custom invitation	Displays a pre-defined invitation on the page. Both JavaScript and simple image type invitations can be used. Contact your Customer Success manager to set up a custom invitation. Optionally, define whether a Bold360 department should be available and the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options.
Welcome chat window	You can select those touchpoints where welcome mode is enabled. When the campaign action loads, there will be a small chat button with a welcome message. For more information, see How to define welcome messages for chat invitations.

The widget preview on the right provides a visual representation of the actions of your outreach strategy. To experiment with your outreach strategy, you can split your audience to a control group and a treatment group to perform A/B testing on the performance of your widgets and invitations. By naming your default actions, you can also run reports on those actions. You can run reports to monitor the effectiveness of the individual strategy variations, including your default actions.

Save your sales outreach:
- Click Save Settings to save it as a draft. When you define a future start date, this option starts your outreach on the specified date.
- Click Save and Start Now to launch the outreach.
  Note: The actual start date depends on what you defined when setting up an outreach.

How to differentiate customer experience

You can do the following to customize customer experience:

Leverage extra signals as triggers and context for the bot
Customize touchpoints
Set up a welcome message
Assign bot or agent depending on your outreach campaign
Delay displaying the campaign action for the end-user
Leverage the Extended Visitor Information engine to push data from third-parties that can be used later either to trigger a campaign or as context for the bot

How to manage an existing outreach

The outreach list provides an overview of your outreach strategy, including their current status and the number of treatment variations you set up to approach your customers. To update your outreach activities, do the following:

On the Engagement > Outreach page, select an outreach to edit.
- Select an Idle sales outreach to start it early or update its details
- Select a Running sales outreach to manually end it.
Note: To modify a running outreach campaign, you must first stop that outreach, copy it, and then start it with the modified settings.
Update and save your sales outreach.
- Click Save Settings to update the details of an outreach
- Click End Now to close a running sales outreach
- Click Save and Start Now to save the updated details of an outreach and start it immediately

Build a successful Acquire campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

With so many products and services to choose from, website buyers have a hard time determining what is right for them. Therefore, they often leave without making a purchase.

Acquire proactively guides website visitors through the discovery process and remove barriers to checkout with seamless proactive chatbot and human engagements that deliver personalized assistance at the right time.

By setting up an outreach campaign, you can decide how to get in touch with customers already on the website and how to approach them before a chat with the bot or a live agent starts.

For example, you can also differentiate between customers based on cart size. In this case, you can define two separate outreach activities: one for low-value cart size when the bot engages the customer, and another one for high-value cart size when a live agent helps the customer purchase items from your online store. Depending on cart size, the customer has different shopping experience.

You can use combinations of predefined invitations and widgets and essentially perform A/B test on your outreach campaign. To follow the progress of your outreach activities, see the Outreach Activity and Conversion Monitor.

You can define both proactive Acquire and regular (reactive) bots and chat windows for your website: the proactive Acquire deployment would serve as a sales bot, while the regular chat window would provide standard customer support. If you already have a chat window implemented, you can easily extend that window with Acquire capabilities.

Why would you define an outreach campaign

Setting up and running an outreach activity enables you to increase your topline revenue. Whether your intention is to provide information, help customers through a sales process, or promote purchasing your products to your potential customers, Acquire provides the option to proactively engage your potential customers and offers the following additional benefits:

Differentiate between customers based on low/high value leads and conversions
Assign the best persona. For example, based on hesitation or cart size, either a chatbot or a live agent engages the customer
Decide when to run and who to target proactively
Reactive and proactive deployments co-exist in harmony
Personalized treatments, such as custom JavaScript implementation beside regular bot or agent engagements
Provide insight into how to improve customer experience
Outreach campaigns can co-exist with regular AI and agent implementations in the website. In other words, having a static entry point (chat button) in the website's code does not affect Acquire's proactive actions.
You can extend an existing code snippet with Acquire related entries, such as a new website ID

What is Smart Advisor?

Smart Advisor suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Important: Smart Advisor is available to agents if Bold360 Agent is integrated with Bold360 AI and it is enabled on both platforms. For more information contact your Customer Success Manager.

Smart Advisor is the intelligent search available in the Agent Workspace that agents can use while chatting with clients. It provides agents with access to the company?s knowledge base and enables collaboration between agents who chat with customers and knowledge base managers who create support and chatbot content. To learn about the difference between Smart Advisor and canned messages that are available in the Bold360 Agent platform, read this article.

Onboarding Cards

Smart Advisor displays onboarding cards by default which enable agents to get up to speed on how to use the Smart Advisor. The content of the onboarding cards reflects the options enabled for Smart Advisor. For example, if comments are enabled, the related onboarding card is displayed.

FAQ

To increase agents? interaction with Smart Advisor, you can display an FAQ in it. This FAQ can include articles that provide answers to hot topics: for example, if there is an outage, knowledge base managers can create an article about it and add it to the FAQ so that that?s the first thing agents see in Smart Advisor.

Context

To control what content is displayed in the Smart Advisor, the touchpoint can be set to take one or more contexts into consideration and only display articles that have the specified context. To learn more about how to set up the touchpoint in Bold360 AI, see this article.

Article Information

Smart Advisor can display information about who updated the article last and when it was last updated. This information can be useful to agents: they can see whether the information is up to date and who they can contact about the article.

Labels

Smart Advisor can also display the labels associated with the article so that agents can decide if the content of the article is relevant to their query.

Articles with Links

Smart Advisor supports articles with links. Knowledge base managers can create articles that cover the initial question and detail the specifics in separate articles that readers can get to using links. This way agents can find the answers they're looking for in an interactive way.

Comments

Agents can leave comments on how to improve an existing article. These comments are visible to all other agents in the Agent Workspace. Knowledge managers can find these comments on the Comments tab in the Article Editor for the relevant article.

Article Suggestion

Agents have two options to suggest content:

By choosing the Suggest as article option next to an answer they just entered in the chat
By choosing Suggest Article after their search yields no results

Either way, an article editor is displayed and they can provide a title for the article and enter content in the description field and submit their suggestion. Knowledge managers can find these articles in the Bold360 AI Platform under Knowledge > Suggested articles.

Confidential Content

When Smart Advisor is enabled, knowledge managers can mark parts of an article?s content as confidential. Such parts are displayed differently in Smart Advisor and agents can?t copy them thus reducing the risk of sharing confidential information with people outside the company. For more information see How can I mark parts of an article as confidential?

What is Smart Advisor 2.0?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Important: Both versions of Smart Advisor are available to agents if Bold360 Agent is integrated with Bold360 AI and is enabled on both platforms. For more information, contact your Customer Success Manager.

Smart Advisor is the intelligent search available in the Agent Workspace that agents can use while chatting with clients. It provides agents with access to the company’s knowledge base and enables collaboration between agents who chat with customers and knowledge base managers who create support and chatbot content. Smart Advisor 2.0 provides the following features:

Onboarding Cards

Smart Advisor displays onboarding cards by default, which enable agents to get up to speed on how to use the Smart Advisor panel. The content of the onboarding cards reflects the options enabled for Smart Advisor. For example, if comments are enabled, the related onboarding card is displayed.

FAQ

Smart Advisor can display an FAQ, which may include articles that provide answers to hot topics: for example, if there is an outage, knowledge base managers can add an article to the FAQ so that agents see that article first in Smart Advisor.

Context

To control what content is displayed in the Smart Advisor, the touchpoint can be set to take one or more contexts into consideration and only display articles that have the specified context. To learn more about how to set up the touchpoint in Bold360 AI, see this article in the Bold360 AI platform support center.

Article Information

Smart Advisor can display information about who updated the article last and when it was last updated. This information can be useful to agents: they can see whether the information is up to date and who they can contact about the article.

Labels

Smart Advisor can also display the labels associated with the article so that agents can decide if the content of the article is relevant to their query.

Articles with Links

Smart Advisor supports articles with links. Knowledge base managers can create articles that cover the initial question and detail the specifics in separate articles that readers can get to using quick buttons or links. This way agents can find the answers they’re looking for in an interactive way.

Comments

Agents can leave comments on how to improve an existing article. These comments are visible to all other agents in the Agent Workspace. Knowledge managers can find these comments on the Comments tab in the Article Editor for the relevant article.

Article Suggestion

Agents have two options to suggest content:

By choosing the Suggest as article option next to an answer they just entered in the chat
By choosing Suggest Article after their search yields no results

Either way, an article editor is displayed and they can provide a title for the article and enter content in the description field and submit their suggestion. Knowledge managers can find these articles in the Bold360 AI platform under Knowledge > Suggested articles.

Confidential Content

When Smart Advisor is enabled, knowledge managers can mark parts of an article’s content as confidential. Such parts are displayed differently in Smart Advisor and agents can’t copy them thus reducing the risk of sharing confidential information with people outside the company. For more information, see How can I mark parts of an article as confidential? in the Bold360 AI platform support center.

Support Center Customization

The support center is fully HTML supported and you can change the templates within its HTML code.

Tip: Check out this video to see support center configuration in action.

This video is currently under construction. Thank you for your patience.

Go to Touchpoints > Support Center and click the Page Templates tab.
Result: The HTML Master page set-up is displayed, which you can then customize using placeholders (documented here).

Use the special syntax in the tables below to insert the dynamic content (i.e article body) to your pages.

Table 1. Entity Selector Placeholders
Attributes	Syntax	Description	Name	Type
	< nR:Entity type="label" id="B025" >	Selects the specified label by ID	label	Entity Selector
	< nR:Entity type="article" id="B025" >	Selects the specified article by ID	article	Entity Selector

Table 2. Repeater Placeholders
Attributes	Syntax	Description	Name	Type
labelId = -1 articles with no parent labellabelId = < %Label.ID% > current label ID, maxItems, sort(=faq), days	< nR:Repeater type="article" sort='faq' labelId='1234' > ... < /nR:Repeater >	Repeater's enclosed code for each article in the specified enumeration. For information on sorting articles in your Support Center, see How to change the sorting of support center articles	article	Repeater
labelId, maxItems, sort(=faq), days	< nR:Repeater type="attachment"> ... < /nR:Repeater >	Repeater's enclosed code for each attachment for current article	attachment	Repeater
	< nR:Repeater type="phrasings"> ... < /nR:Repeater >	Repeater's enclosed code for each phrasing for current article	phrasing	Repeater
type='root'/'all'/'nestedUnder/list' maxItems='10' (OPTIONAL)	< nR:Repeater type="label"> ... < /nR:Repeater >	Repeats for each Label	Label	Repeater
	< nR:IF condition="Site.IsMultiKB" > < nR:Repeater type="language" > < a href="< %Lang.URL% >" >< %Lang.Code% >< /a > < /nR:Repeater > < /nR:IF >	Repeats for each separate language KB	Language KB	Repeater

Table 3. Value Placeholders
Attributes	Syntax	Description	Name	Type
	< %Site.Name% >	Configured site name	Site.Name	Value
	< %Site.Domain% >	Configured site domain	Site.Domain	Value
	< %Site.URL% >	Configured site URL (includes http/s)	Site.URL	Value
	< %Site.Account% >	Configured site Account	Site.Account	Value
	< %Site.KBID% >	Current knowledge-base ID	Site.KBID	Value
	< %Label.Name% >	Label name	Label.Name	Value
	< %Label.ID% >	Label ID	Label.ID	Value
	< %Label.Link% >	Link to dedicated label page	Label.Link	Value
	< %Label.Count% >	Amount of elements in label	Label.Count	Value
	< %Label.PositionInPath% >	0 based index of position in current path, -1 returned if label is not in path	Label.PositionInPath	Value
	< %Article.ID% >		Article.ID	Value
	< %Article.Title% >		Article.Title	Value
	< %Article.Body% >		Article.Body	Value
	< %Article.Link% >		Article.Link	Value
	< %Article.AttachmentCount% >		Article.AttachmentCount	Value
	< %Article.Attachment.URL% >		Article.Attachment.URL	Value
	< %Article.Attachment.Name% >		Article.Attachment.Name	Value
	< %Article.MetaDescription% >	Articles Meta-Description	Article.MetaDescription	Value
	< %Article.PhrasingCount% >		Article.PhrasingCount	Value
	< %Article.Phrasing% >		Article.Phrasing	Value
	< %Repeater.Ordinal% >	The ordinal for current repeater loop	Repeater.Ordinal	Value
Use in condition "Page.Type=Home" to check page type:Home/Label/Article	< %Page.Type% >	Determines the current page type	Page.Type	Value
checks if current Label is the current page label	< nR:IF condition= "Article.IsPageArticle" >		Article.IsPageArticle	Value (condition only)
check if the current Article is the current page article	< nR:IF condition= "Label.IsPageLabel" >		Label.IsPageLabel	Value (condition only)
	< %Site.NanorepDomain% >	Places Digital DX AI servers domains	Site.NanorepDomain	Value
	< %Page.Error% >	The error that is displayed

What are Bold360 AI contextual answers?

Bold360 AI contextual answers is a revolutionary automated solution that delivers context-based answers to your customers and helps drive sales and conversion rates while simultaneously reducing site abandonment.

Tip: Check out this video to see how context and article variations work.

This video is currently under construction. Thank you for your patience.

With contextual answers, you can control the visitor's experience. Visitors who ask the same question will receive different, tailored answers based on segmenting information available about them. You can create relevant answers for visitors based on the specific product or page that they are viewing, their subscription type (free/premium), their digital click stream, account balance, age, gender, their geographical location and many more. You can also associate different channeling options to different visitors using context.

In the AI Console, context can be associated with visitors and articles. Both can have none to several context values:

The visitor?s context is set by the touchpoint. For instance, on web pages of a travel site which are related to hotels, the script calling the touchpoint will include a Product=Hotel parameter.
An article may have several answers, each of which is mapped to one or more context values. For example, for the question "How do I change my reservation?" there could be one answer for flights and another for hotels.

How do I set up contextual answers?

Important: Contact your Customer Success Manager to enable contextual answers in your account and to add the required context categories to your knowledge base.

Once contextual answers are enabled for your account and the context categories are available, proceed as follows:

How do I define an article's context?

Add context to articles or article variations to control when and how they are displayed.

Context must first be set up for your account, as described here.

Tip: Check out this video to see how context and article variations work.
This video is currently under construction. Thank you for your patience.

In the AI Console, go to Knowledge > Articles and create a new article or open an existing one.
Below the title of the answer, click on a context category to see the list of context values.
Select one or more values from the drop-down list.
Optional: Set other context categories.
Publish the article.

Tip: To create different answers for the same question but for different audiences, use article variations as described here. For example, for the question "How do I change my reservation?" one answer could be for flights and another could be for hotels.

Troubleshooting BoldChat

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

Connection issues due to proxy settings

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

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

Server Connection

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

Note: You cannot override WebSocket connections.

I can't log in

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

How to work with the BoldChat API

For information on how to use the BoldChat API and the BoldChat Chat Window SDK, visit the Bold360 and BoldChat Developer Center.

Frequently Asked Questions for Admins

Chat button isn?t showing on website or chat button shows that chat is unavailable

Make sure someone is signed in to the Agent Workspace and set that user to available.

My chats are not automatically assigning to agents (Routing/ACD/Queues/rule exports)

Make sure ACD is enabled either at the Channel level or at the Department level. If enabled, check any routing rules that assign chats to the relevant department.

Why are my customers building an endless chat queue?

Make sure you enable a concurrent chat limit within ACD, and then you can set your queue limits.

How can I see what Routing Rule is causing my chats to go to a different location?

Export your Routing Rules into an Excel file and enable filtering in Excel. You can now filter by the specific actions or criteria that cause the chats to be routed. Find out which rule has a higher rank, meaning the system will trigger that rule first.

If someone else made changes to something I was working on, or if I?m not sure what I changed, is there an easy way to find out what happened or revert back?

There is no way to revert to settings you previously saved unless you made a copy of the item. However, you can use the Audit Log to see exactly what changes have been made on the account. Simply locate the changed item in the Audit Log by the date and time the change may have occurred and you?ll be able to see exactly what settings where changed, what were they changed to, and see whether something was created, updated, or deleted. See View changes in the Admin Center.

Note: Make sure you are in a permission group that provides access to the audit log.

My agents or I cannot access anything

If you cannot see a chat folder, edit canned messages, or handle any other tasks in any Bold360 console, you may need to check you or your agent?s Permission Group to see if you have access to the item.

How can I see what my agents are working on?

Go to agent.bold360.com/monitor to be able to see our Monitor View where you get up to four queues depending on your subscription type: AI Chatbot chats, Queued chats, chats Assigned to an Agent, and Closed chats. You can click each item to see the conversation and information about the customer and information about the chat conversation. You can also filter by agent Departments as well as Folders to see just a specific queue/group of items or agents.

How do I understand my peaks, trends, and questions on Agent performance?

Our reporting helps you see a breakdown of your chat/customer volume. We have many different reports that look at agent efficiencies, visits to your website and where chats are started or ended, and many more use cases depending on the KPI you are measuring for. Find out more about reporting.

I have an issue that I believe is a bug. How should I escalate my issue to LogMeIn?

To raise a support case or bug, please collect a few necessary items before contacting Support to make your experience as smooth as possible:

a .HAR file captured while replicating the issue
full-screen screenshots and not just a screenshot of a particular error message
the Chat ID of any chats which had an issue

For more information, see How do I contact Bold360 support about the Agent platform?

Your base reports or dashboard are good but don?t present all the information our Organization requires

You can create custom reports or a dashboard using our API. You can find our documentation at https://developer.bold360.com, which contains information on how to export your raw data to then create custom reports or a dashboard.

Are there any other best practices I need to be aware of?

To ensure you?re set up for future success, create folders on a 1:1 ratio with your department names (for example, Sales department also has a chat folder, titled "Sales") so that your teams can view their work items and supervisors can report on only their team?s work items.

You can also make sure your agents can efficiently handle as many chats as are assigned to them. The best way to help your agents is to create predefined messages, called Canned Messages, that agents can quickly use to keep the conversation going.

Lastly, it is recommended to include brackets {} at the beginning of the Agent Name that contain either the person?s role (Agent, Admin, Supervisor, etc.) or their permission group (Agent, Sales, Developer, etc.) so when looking at reporting you can tell exactly what part of the Organization the person belongs to.

Frequently Asked Questions for Developers

I have deployed the code snippet, I have agents available, but the button still doesn?t show on the website

When deploying the code snippet, make sure that you paste it directly from the code generation dialog in the Bold360 Admin interface. If the code snippet was sent to you for deployment in a Microsoft Word document, it?s possible that the code was broken with Microsoft Word styling or line breaks. Request the code snippet again in a plain text document.

I might want to use Proactive Invites at some point; what do you recommend?

You will need to redeploy code if you choose to integrate an Invitation Ruleset. We recommend disabling the default Invite Ruleset in the Admin Center and deploying the Invitation Ruleset with your button code. If you decide to use chat invites, you can easily enable the Invitation Ruleset and add some rules for your use cases.

What is the best way to manage the code deployment?

If you have a Tag Manager, it is recommended you deploy your code using the tag management system. This enables you to trigger the Bold360 code on specific pages from a tag manager, which makes it easier to manage over time. If you deploy to each page of your website, then it will be much more difficult and time-consuming to deploy and manage the code.

I had customized a few items with my Chat Window or Button and now things are not working correctly on my site

Copy your standard code snippet created in the Admin Center and paste it in a blank page to try and reproduce. If your code works on the blank page but not your website, there are probably some CSS or other variables on your site causing an issue. Please note that our support team cannot troubleshoot issues stemming from your site?s CSS.

I?m having issues with an API Trigger not working

First, you need to investigate if the Trigger itself is the issue. To do so, set up two triggers, one to a staging/test website and one to your production site. If the trigger works in one space, we can assume there is something with the webhook causing an issue.

Frequently Asked Questions for Agents

I can?t login

Go to launch.bold360.com. Enter your username and then click Forgot password.

If this does not resolve the issue, please contact your Bold360 administrator.

Once I log in, nothing is being displayed in my Agent interface

Data is displayed in the interface once a chat has been assigned to you. Make sure you are set to available, launch a chat from the page the button is deployed. Depending on the account configuration a chat should appear in your interface. Once you click on the chat and answer it data will be displayed in the interface.

In Monitor View, I can?t see anyone else?s chats

Your admin may have prevented you from seeing this information. Please contact your Bold360 Admin to ensure your permission group allows you access to any items you require.

How to sign in to Bold360 (Agent Platform)

You can sign in to your Bold360 work environment either directly by going to the relevant sign-in page, or from the My Accounts page at https://myaccount.logmeininc.com.

Sign in from the Bold360 product page

You can access your work environments directly from any of the Bold360 product sign-in pages.

A Bold360 user can sign in to one work environment only at a time.

Go to the sign-in page of the work environment that you want to use:
- Agent Workspace - agent.bold360.com
- Admin Center - admin.bold360.com
- Reports - reports.boldchat.com
- Dashboard - dashboard.boldchat.com
Sign in with your email address and password.
Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
- If you have a single account, your Bold360 work environment is displayed.
- If you have access to multiple accounts, you are redirected to the My Accounts page.
Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.
If you have access to multiple Bold360 work environments, select the one you want to work with on the Bold360 environment page.

Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
- If you have a single account, your Bold360 work environment is displayed.
- If you have access to multiple accounts, you are redirected to the My Accounts page.
Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.

Sign in using SSO

LogMeIn offers Enterprise Sign-In, which is a SAML-based single sign-on (SSO) option that allows users to log in to their LogMeIn product(s) using their company-issued username and password, which is the same credentials they use when accessing other systems and tools within the organization (e.g., corporate email, work-issued computers, etc.). This provides a simplified login experience for users while allowing them to securely authenticate with credentials they know.

You can set up SSO in the LogMeIn Organization Center. For more information, see Using the Organization Center and Is Enterprise Sign-In right for me?

Smart Response: Find responses based on chat content

Smart Response offers canned messages to agents based on the content of a chat conversation.

To check for Smart Responses, press Ctrl + Space while in the chat field. The Smart Response engine analyzes the conversation and suggests relevant canned messages. Multiple responses may be shown, each with a two-line preview.

Navigate through the list and choose a response to send. You can edit before sending.

Synonyms and conversational flows

Synonyms are used to enhance your Knowledge Base (KB) and improve search results. There are two types of synonyms in Bold360 AI:

Local synonyms: The synonym repository in the KB which is created and maintained by your content management team. Local synonyms typically include words that are related to your business and serve as an extension to the list of global synonyms.
Global synonyms: Language-specific global synonyms that Bold360 AI uses which are relevant across all verticals.

For your conversational flows, synonyms are especially important as you will have to anticipate the different ways customers are looking for your goods or services.

The following is an example of global and local synonyms as seen in the Article Editor:

When you look at the synonyms of create, you see that "add" and "make" are defined locally. At the same time, "build" and "open" are defined as global synonyms that are also applied when a customer enters an intent.

What is the contextual answer experience for customers?

As the end user searches in the widget, Digital DX AI will display relevant results from answers with the corresponding context. These results are in addition to the generic answers (answers without context) that are displayed. Answers from conflicting contexts are not shown.

For example, in context 'tv', the user will get answers that are relevant to the TV, such as size.

Learn more

How to use context values in article titles

You can set different context values in the title of an article so that related content is maintained in the same article.

Note: You must have the Enable Conversation feature switched on for your account to use this feature.

Contextual answers Value type

Each contextual category can be defined in various ways, starting from a Normal value where the values are set both in the articles and in the widget (hard-coded) or by determining the context using the user IP address, Country code or domain.

In this article, we will cover the set up for each of the above values in the context categories values types.

Choosing the relevant value type

To choose the relevant context value type you need to enter the context category settings, go to Admin Center > KB Settings > Context tab.

In the context category, click Show additional configuration and all the category configurations will be shown, In the 'Value type' drop-down you will be able to choose the relevant value type for the context category: Normal, Device Type, Geo Location: Country, Geo-Location: Custom Mapping, IP Mapping, and Domain: Custom Mapping

How to configure contextual answers in the AI Console

Add context values to a context category to start using context-based segmentation.

Make sure contextual answers are enabled in your account and context categories have been added to the knowledge base. Contact your Customer Success Manager for more information.

To add context values to the categories created for your account, you must have Modify permission for Settings in the Advanced Credentials settings. For more information see How do I add a new user?

In the AI Console, go to Admin Center > KB Setup.
On the Context tab, find the context category that was created for your account.
In the Context Values field, enter values for the category one by one and use the Add button that appears to add the values to the list.
Optional: Select Show additional configuration to review the context category settings.
To learn more about what these settings mean, see What options are available for context configuration?.
Save your changes.

What's Next?

How to sign in to the AI Console

You can log in from your account page or the My Accounts page.

From February, 2021, you can sign in to the AI Console either directly by going to the relevant sign-in page. To learn more about the new sign-in process, see About the new sign-in process in the Digital DX AI platform.

Sign in from the product page

You can access the AI Console directly from the product sign-in pages.

Go to <account>.nanorep.co, where <account> is the name of your Digital DX account.
Sign in with your email address and password. If desired, select the Keep me signed in option.
Tip: The "Keep me signed in" feature allows the user to remain signed in to the AI Console as long as there is activity and the user has not cleared their web browser cache where they last signed in. After 30 days of no activity, the user will be prompted to sign in again.
Depending on whether you have access to one or multiple accounts, the following happens:
- If you have a single account, you are taken to the AI Console.
- If you have access to multiple accounts, you are taken to an account selector page where you can select which account you want to log into.

Sign in from the My Accounts page

You can access your work environments from the LogMeIn My Accounts page.

Sign in to your LogMeIn account at https://myaccount.logmeininc.com.
Your LogMeIn products are displayed.
Select Launch Bold360 on the Bold360 product card.
If you have access to multiple Bold360 work environments, select Bold360 AI on the Select a Bold360 environment page.
Note: If you have access to a single work environment, you do not see this page.
Depending on whether you have access to one or multiple Bold360 AI accounts, the following happens:
- If you have a single account, you are taken to Bold360 AI.
- If you have access to multiple accounts, you are taken to an account selector page where you can select which account you want to log into.

SMS Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Activity Summary

See activity for a specified date range.

Sent: Messages sent within the specified date range.
Received: Messages received within the specified date range.
ATTR (HH:MM:SS): Average time to respond for sent messages that were in reply to a received message.
Answered: Messages that were answered within the specified date range.
ASA (HH:MM:SS): Average Speed to Answer for answered messages.
Ended Ans: Messages ended in the specified date range that were answered at some time.
Ended Unans: Messages ended that have never been answered
ATTC (HH:MM:SS): Average Time to End for Answered, Ended messages (from Answered to Ended)

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator: Name of the agent.
SMS Available - Total: The total time the agent spent in available status.
SMS Available - .NET: The total time the agent spent in available status in the Desktop Client.
SMS Available - Web: The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile: The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total: The total time the agent spent in Away status.
SMS Away - .NET: The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web: The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile: The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced: Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator: Name of the agent.
Time: The time of changing the agent's status.
Client: The client where the agent's status was changed.
Action: The action that was taken to change the agent's status.

SMS Performance reports

Create reports on your agents' performance over your SMS channel.

Fastpath: report.boldchat.com > New Report > SMS > Performance

SMS Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

SMS Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

SMS End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

SMS Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

See Set up a Facebook Messenger account and How to renew connection to your Facebook account.

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator: Name of the agent.
FB Messenger Available - Total: The total time the agent spent in available status.
FB Messenger Available - .NET: The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web: The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile: The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total: The total time the agent spent in Away status.
FB Messenger Away - .NET: The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web: The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile: The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced: Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator: Name of the agent.
Time: The time of changing the agent's status.
Client: The client where the agent's status was changed.
Action: The action that was taken to change the agent's status.

Facebook Messenger Performance reports

These reports show performance metrics for Facebook Messenger conversations.

Fastpath: report.boldchat.com > New Report > FB Messenger > Performance

FB Messenger Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger conversations and performance within the defined time interval.

FB Messenger Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger assignments and performance within the defined time interval.

FB Messenger End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

FB Messenger Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end messenger assignments and performance within the defined time interval.

How to dynamically instruct Bold360 AI to escalate a ticket into custom email addresses using an API?

You can tell Bold360 AI to send the ticket to additional email addresses by adding the targetEmailRecipient form value.

Example:

_nRepData["formValues"].push(["targetEmailRecipient", "direct", "target@email.com"]);

Replace target@email.com with your email address.

Example:

To send each ticket to the support team manager, add this line:

_nRepData["formValues"].push(["targetEmailRecipient", "direct", "supportTeamManager@myCompany.com"]);

How do I configure the outgoing email settings (SMTP server configuration)?

To set up outgoing emails, you must configure Bold360 AI ticket email replies to go through your SMTP server

In the AI Console, go to Admin Center > Ticketing Settings.
On the Ticketing Basics tab in the Outgoing email section, configure the following:
- Under Sending email from, define the name of the outgoing e-mail
- Under Reply-to address, define the outgoing e-mail address
- Under Ticket status on reply, decide what happens to the ticket once a respond is sent; will it be closed on first reply or always closed
- Select Send emails through custom SMTP server
- Enter your SMTP server settings.
Click Apply.

How to add additional email fields (CC, BCC) to the contact form?

Add an email address field as well as CC and BCC to the contact form.

Go to Channeling > Contact Forms and click Personalize under the widget you want to customize.
Choose the appropriate URL or knowledge base.
Click on the pencil button to customize the form.
Click Add new field and choose Email field.
Click the down arrow on the right side of the email field to see the settings and under the Textbox type choose CC or BCC.

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

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

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.

Note: You cannot change the sound volume of notifications.

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

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

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

Note: You must have the Actions > Emails > Discussions permission enabled to use this feature.

To start a discussion, click Discuss at the bottom of the email panel.

Result: You are prompted to select a discussion partner.
Select an Operator and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

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

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

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

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

Note:

You must have the Actions > Chats > Discussions permission enabled to use this feature.
You cannot run Digital DX reports on discussions.

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.
Select an Operator or a department and click Send request. When you select a department as discussion partner, Bold360 automatically assigns the discussion to an available Operator in that department. See How are discussions distributed when sent to a department.
Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.

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

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.

After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

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

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

What are best practices for discussing customer issues?

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

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

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

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

Note: An Enterprise subscription is required.

From the main menu of the operator client, go to Setup > Rules > Email Rules Engine Setup.
Result: The Email Rules Engine window is displayed.
On the Email Rules Engine, click New.
Result: The New Email Rule window is displayed.
Name the rule.
Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.
Set criteria.
- Has Attachment
- Email Account
- Email Type
- Subject Contains
- Body Contains
- User Email Address Contains
- Destination Email Address contains
- Anywhere Contains. This uses OR logic when looking for matches in any field ... Contains field (Subject or Body or User?s Email Address or Destination Email Address). Enter each string in a separate line in the input field . Strings on a single line are treated as exact matches, while strings on separate lines are treated as logical OR conditions by the engine.
- Department
The rules engine compares the properties of incoming email against the criteria and performs the rule's action when there is a match.

Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.
To route an email when criteria are met, choose the following actions:
- Folder, to send the email to a specific email folder
- Department, to make the email available to members of a specific department
To assign attributes to an email when criteria are met, choose the following actions:
- Category
- Status
- Custom Field 1 or 2
Result: These attributes are shown to operators as values in columns on the Email panel. Operators can use the information to make decisions about how to handle or organize emails.
Save the rule.
Continue to create rules.
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.

Rules are applied to your entire BoldChat account.

Manage incoming email according to routing rules (Email Rules Engine)

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

Important: You must have Account > Can Setup Rules Engines permission to manage your email rules.

What is the difference between Email Management Rules and Email Routing Rules?

Email Management Rules are the successor of Email Routing Rules. In the Web Admin Center, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions. If you have previously created Email Routing Rules, those are listed separately for you on the Channels > Email > Routing Rules page. If you never had Email Routing Rules, then you see only a list of Email Management Rules.

You can still use your Email Routing Rules, but you cannot create new ones; you can only edit and convert those to Email Management Rules, which is highly recommended. Once converted, these rules cannot be edited in the Desktop Client. Digital DX prioritizes Email Management Rules over Email Routing Rules.

You can export your Email Management Rules to a JSON file. Similarly, you can add new Email Management Rules by importing those from JSON files.

Create an email folder if you haven't done so already:
1. In the Web Admin Center, go to Channels > Email > Email Folders.
2. Hover your mouse over the Email folder and click the Create folder () icon.
3. Name your folder.
Create or edit an Email Rule, as follows:
1. In the Web Admin Center, click Channels > Email > Routing Rules.
2. On the Routing Rules for Email page, select an existing rule or click Create New.
Result: The Edit/New Rule page is displayed.
On the Criteria tab, name the rule.
Each rule should have a unique name for easy identification.
Select one or more criteria.
Tip: To enter multiple values in a field, type a string and press Enter.

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.
- Anywhere Contains. This uses OR logic when looking for matches in any "Contains" field.
- Subject Contains
- Body Contains
- User's Email Address Contains
- Destination Email Address contains
- Has Attachments
- Email Account
- Email Type
- Department
Result: The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
Optionally, select Apply rule to each email in thread to specify whether the rule should be applied to every outgoing email in a thread or only to the first one.
On the Actions tab, choose how to route items when criteria are met:
- Folder, to send the item to a specific folder
- Department, to make the item available to members of a specific department
On the Actions tab, assign attributes to an item when criteria are met:
- Category
- Status
- Custom Field 1 or 2
- Urgency
- Difficulty
Result: Agents can use this information to make decisions about how to handle or organize emails.
Optionally, on the Actions tab under Reply with Canned Message, you can define an automatic reply when an email is received from a specific email address. If you also want to include the customer's email in your reply, select Reply to original email thread.
Note: In the Web Admin Center, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions.
Save the rule.
Continue to create rules and arrange them in the order they should be evaluated (Move Up, Move Down).
Important: Rules are evaluated in the order they appear in the rules list. In addition, Digital DX prioritizes Email Management Rules over Email Routing Rules.

Rules are applied to all your email accounts. To run rules on a specific account, you must define an Email account as criteria.

How to set up the display name of the e-mail sender in Bold360 AI?

In the AI Console, go to Admin Center > Ticketing Settings > Ticketing Basics tab.
Change the sender's name in the Sending email from field.

See How do I configure the outgoing email settings (SMTP server configuration)? to set up outgoing emails.

Email Category, Status and Custom Field setup

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

Note: An Enterprise subscription is required.

Setting up email Category values

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

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

Setting up email Status values

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

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

Setting up email Custom Field values

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

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

Figure 1. Forms showing the fields where operators can select email values

How to set up user emails with the BoldChat API?

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

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

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

In the example below, AID is 2648701413998819186

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

In the examples below, the API settings ID is 4156437641927623076

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

To change user email addresses, do the following:

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	
            }	
        },	
    ]	
}

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"	
}

Repeat updating the email address of all users necessary.

This video illustrates the Email Management feature within BoldChat, which allows email to be routed, escalated and treated like work tickets for easy follow-up.

How to view incoming emails

Note: An Enterprise subscription is required.

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.
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.
In the main pane, select the Email tab.
Tip: If more than one email is in the thread, you can select the email you want in the Emails box on the Email tab.

Tip: To view email threads that share the same user email address, click the Email History tab on the Email service interface.

How to show an email form when no operators are available

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

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.

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.
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.
Enter the email address to which submitted forms should be sent.
Multiple emails must be separated by a comma, semi-colon, or space.
Save your changes.

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

How to add a chat button to an Outlook email footer

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

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.
On the Generate Chat Button HTML window under Type of Chat Button, select Email Signature Chat Button.
In the email signature field, enter the signature that you want your customers to see.
Under Customize Chat Button Images, select the button that users will click to initiate a chat session from your email signature.
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.
On the Generate Chat Button HTML window, click Save.
Result: The chat button is added to your email signature.

To access your BoldChat signature in Outlook, compose a new HTML email (not rich text or plain text) and insert it using the Outlook menu Insert > Signature.

How can I proactively send an email to a customer from Bold360 AI?

Emails in Bold360 AI are handled through the ticketing system. Therefore, you must first create a new ticket:

In the AI Console, go to Ticketing > Open tickets.
Click the New tickets icon above the list of your tickets.
In the User Email field, enter the customer's email address where you want to send an email.
Make sure that the Send replies to this email address option is selected.
Click Create and Open to create the ticket.
Reply to the newly created ticket and click Send.

How do I set email forwarding to my Bold360 AI inbox?

You can associate your support e-mail address with the Bold360 AI ticketing system.

You can have all your support e-mails handled through one interface and based on a single knowledge base. To forward your support e-mails to the Bold360 AI incoming e-mail address, do the following:

Go to Admin Center > Ticketing Settings > Ticketing Basics tab.
Copy the email address from the Inbox Address field.
Click more addresses and select the label to be attached to the incoming ticket. If you do not select any label, emails will go to your Inbox.
Save your changes.

How to trace back email routing history

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

Note: An Enterprise subscription is required.

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.
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.
Navigate to the Rule Applied section in the Details or Email History > Details tabs.
Tip: You can also display trace information by adding the Applied Rule ID and Applied Rule Name fields to the Dashboard. See also Add/Remove fields.

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

How to discuss a customer's email with another agent

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

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

Note: You must have the Actions > Emails > Discussions permission enabled to use this feature.

To start a discussion, click Discuss at the bottom of the email panel.

Result: You are prompted to select a discussion partner.
Select an Agent and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

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

Block customers from sending emails to agents

Admins can set up routing rules to prevent customers from sending emails to your agents and essentially denylist email addresses.

Important: You must have Account settings > Setup Rules Engines permission to manage your email rules.

In the Web Admin Center, click Channels > Email > Routing Rules.
On the Routing Rules for Email page, select an existing rule or click Create New.
Result: The Edit/New Routing Rule for Email page is displayed.
Name the rule.
Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.
In the User's email address contains field, type the email address of the customers you want to block.
You can add multiple email addresses.
On the Actions tab, select a folder and a department that are not part of any other routing rules.
Save your routing rule.

Your unwanted emails will still be available in Bold360, but will be routed to a department and folder that is not attended by any agent.

How to configure BoldChat to receive emails

Configure BoldChat to receive, track, and manage emails.

Note: An Enterprise subscription is required.

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

Note: For information about email settings and data residency, see Data Residency Options.

Set up automatic distribution for email

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

In the Web Admin Center, click Channels > Email > Automatic Distribution.
Result: The Automatic Distribution for Email page is displayed.
Select Enable automatic distribution.
Result: This activates AD for all incoming email in your account.

Options:

Option	Description
Reassign unanswered messages (minutes)	When selected, emails are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time. An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.
Concurrent message limit	When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This setting can be overridden at an individual agent level.
Agents waiting for assignment	When there are fewer incoming email threads than agents can handle, some agents will be waiting for an assignment. Threads are assigned to highest ranked agents first, but you can choose an assignment method for agents of the same rank. To determine which waiting agent gets the next email, choose an assignment method: Least Busy. Assign the next incoming thread to the agent who has the fewest active threads and has waited the longest. This naturally means that if you have multiple agents available with no email threads, ACD will assign the next incoming email to the agent who has been in Available status for the longest period of time. Choose this to balance the workload between agents. Most Busy. Assign threads to your busiest agents. The next incoming thread is assigned to the agent who is handling the most threads until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents must manage non-email tasks along with their email related work. Those who are managing email will stay busy with email, while others can stay focused on non-email tasks. To prevent overload on a single agent, make sure concurrent limits are set. Round Robin Rotate assignment among all available agents 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 agent. Lower ranked agents will only be assigned a thread if all higher ranked agents have reached their limit.

Option

Description

Reassign unanswered messages (minutes)

When selected, emails are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time. An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.

Concurrent message limit

When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This setting can be overridden at an individual agent level.

Agents waiting for assignment

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

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

Least Busy. Assign the next incoming thread to the agent who has the fewest active threads and has waited the longest. This naturally means that if you have multiple agents available with no email threads, ACD will assign the next incoming email to the agent who has been in Available status for the longest period of time. Choose this to balance the workload between agents.
Most Busy. Assign threads to your busiest agents. The next incoming thread is assigned to the agent who is handling the most threads until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents must manage non-email tasks along with their email related work. Those who are managing email will stay busy with email, while others can stay focused on non-email tasks. To prevent overload on a single agent, make sure concurrent limits are set.
Round Robin Rotate assignment among all available agents 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 agent. Lower ranked agents will only be assigned a thread if all higher ranked agents have reached their limit.

Under Manual Reassignment, tell Bold360 how to place customers into the queue when they are reassigned by an agent rather than automatic distribution.
You can set this option independently for customers reassigned within a department (From same department) as opposed to between departments (From other departments).
Note: For answered items that are manually reassigned, the queue time is always reset. For automatically assigned items, customers always maintain their place in the queue.
- To place customers 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 customers in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
Save your changes.
Result: Settings are applied to your entire account except where overridden at the department or agent level.

How to set up automatic email distribution

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

Important: Before you continue, make sure you have set up BoldChat to manage email.

Note: An Enterprise subscription is required.

From the main menu of the operator client, go to Setup > Automatic Distribution > Automatic Email Distribution Setup.
Result: The Automatic Email Distribution Setup window is displayed.
Select Enable automatic distribution.
Result: This activates ACD at the account level.

Select options:

Option	Description
Reassign if not accepted in X minutes	When selected, emails are reassigned to another operator when the originally assigned operator does not accept the thread within the specified period of time. An operator who fails to answer in time is set to Away status to prevent new threads from being assigned. The operator must then explicitly log back in as Available.
Limit concurrent email threads to X	When selected, the number of threads that can be assigned to each operator is limited. When an operator reaches the limit, they are no longer assigned new threads. This limit setting can be overridden at an individual operator level.
Operators waiting for assignment	When there are fewer incoming email threads than operators can handle, some operators will be waiting for an assignment. Threads are assigned to highest ranked operators first, but you can choose an assignment method for operators of the same rank. See How to rank operators. To determine which waiting operator gets the next email, choose an assignment method: Least Busy. Assign the next incoming thread to the operator who has the fewest active threads and has waited the longest. Choose this to balance the workload between operators. Most Busy. Assign threads to your busiest operators. The next incoming thread is assigned to the operator who is handling the most threads until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-email tasks along with their email related work. Those who are managing email will stay busy with email, while others can stay focused on non-email tasks. To prevent overload on a single operator, make sure concurrent limits are set. Round Robin Rotate assignment among all available operators regardless of waiting time or number of active threads (until their concurrent limit is reached). Choose this option to balance the number of threads assigned per operator. Lower ranked operators will only be assigned a thread if all higher ranked operators have reached their limit.

Option

Description

Reassign if not accepted in X minutes

When selected, emails are reassigned to another operator when the originally assigned operator does not accept the thread within the specified period of time.

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

Limit concurrent email threads to X

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

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

Operators waiting for assignment

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

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

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

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

Why didn't I get my "Reset Password" email?

Did you try resetting your password, but never received the "Reset Your Password" email? There are a few things that might have caused this.

The email might be in your spam folder or have been blocked.

In some cases, the spam filtering system on your email client might have misidentified the automated "Reset Your Password" email as being spam. It's also possible that your company's servers might have blocked your email due to security firewalls.

What to do next:

Check the "Spam" folder in your email inbox.
Contact your company's IT department and ask them to allow our domain names so that these emails are not automatically blocked.
- customerService@s.logmein.com
- *s.logmein.com
- @care.gotomeeting.com
- @care.gotomypc.com
- @care.gotoassist.com
- @care.gotraining.com
- @care.gotowebinar.com

You might have entered the wrong email address.

When you enter an email address on the Reset Password page at https://authentication.logmeininc.com/pwdrecovery, the confirmation page is displayed regardless of whether you entered the right email address or not. To protect your account's security, we cannot confirm whether or not the email address you entered is registered with our system.

What to do next:

Try using another email address that the account might have been created under.
Contact your account admin to confirm the email address that is used for your account.

You might not have an account.

If you never signed up for a free trial or a paid account, then you do not have an email address registered with LogMeIn.

Still need help?

Contact Customer Care by clicking a contact option at the bottom of this article to have a support representative help you identify which email address is actually associated with your account.

Set up automatic email replies

You can send automated messages to customers when your agents are not available.

Create or edit an email account, as follows:
1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
On the Auto Responder tab, select Auto responder enabled.
Click Create New.
Enter a name for your auto responder rule set and Click Add Criteria.

Select the relevant criteria and actions as follows:

Option	Description
Email Delivery Time	Set business hours for automatic email replies and select whether these messages should be sent inside or outside business hours.
Destination Address	You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
Email Type	Select the type of emails that you want to reply.
From Address	If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the `donotreply` string.
Subject Line	Define the subject of emails that you want to send automatic replies.

Under Actions, select the email address that the customer will see as the sender of the email and select the Canned Message that will be body of the email.

Optional: Add an Email Channel

Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.

With omni-channel engagement, Digital DX brings together the digital channels most important to your business, including email, Facebook Messenger, text messaging, and other messaging services, such as WhatsApp.

Note: To use messaging services, other than SMS-based text messaging, you must have a Digital DX AI account as well.

Configure Digital DX to receive, track, and manage emails.

Go to Channels > Email > Email Accounts.
Click Create New.
Select Enable email to activate the email account on the New Email Account page.
On the General page, enter basic account settings such as sender email address and incoming and outgoing server details.
Under Distribution ? Organization, you can set the controls for how emails are distributed and organized.
Under Format and content, set up how emails are encoded and formatted; set up an email footer; select canned messages for use with email.
Save your changes.

Need more info? There's an article about email setup in our Help Center.

Previous article: Optional: Set Up an Invitation

Next article: Optional: Add a Facebook Messenger Channel

Email Status Summary reports

(on Web Reports: Assignment Status Summary and Thread Status Summary) These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Report availability: Enterprise

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New: The number of new email assignments during the specified date range.
Open Answered: The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered: The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered: The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered: The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

Sent = The number of emails sent during the specified date range.
Received = The number of emails received during the specified date range.
ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Email Status Summary reports

These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New: The number of new email assignments during the specified date range.
Open Answered: The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered: The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered: The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered: The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

Sent = The number of emails sent during the specified date range.
Received = The number of emails received during the specified date range.
ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

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

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

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

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

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

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

View email details

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

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

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

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

Manage your email threads

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

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

Set up warnings for your emails

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see email threads marked in red.

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

How to create an email signature for an operator

Create an email signature that can be attached to outgoing email messages.

Note: An Enterprise subscription is required.

From the main menu of the operator client, go to Setup > Account Setup.
Result: The Account Setup window is displayed.
On the left menu of the Account Setup window, click General > Operators > New.
Result: The New Operator window is displayed.

Go to the Email Settings tab and set up the signature using HTML and/or plain text:

Option	Description
Email Name	The name to show in the email From field.
Use Email Signature	Never ? Do not add the email signature to outgoing emails First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply) All Outgoing ? Always add the email signature to outgoing emails

Option

Description

Email Name

The name to show in the email From field.

Use Email Signature

Never ? Do not add the email signature to outgoing emails

First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply)

All Outgoing ? Always add the email signature to outgoing emails

Save your changes.
Result: The email signature will be available to the operator upon next login.

Tip: Operators in a Permission Group with the permission Can Use Email Signatures Setup can manage their own signatures under Setup > My Email Signature Setup.

How to create an email signature for an agent

Create an email signature that can be attached to outgoing email messages.

Create or edit an agent, as follows:
1. In the Web Admin Center, go to Organization > Agents.
2. On the Agent Management page, select an existing agent or click Create New.
Result: The New/Edit Agent page is displayed.

On the Email Settings tab, set the following options:

Option	Description
Email Name	The name to show in the email From field.
Email Account	The email account to associate with the agent.
Use Email Signature	Never ? Do not add the email signature to outgoing emails. First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply). All Outgoing ? Always add the email signature to outgoing emails.

Option

Description

Email Name

The name to show in the email From field.

Email Account

The email account to associate with the agent.

Use Email Signature

Never ? Do not add the email signature to outgoing emails.

First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply).

All Outgoing ? Always add the email signature to outgoing emails.

To set up the signature, use the HTML and/or plain text editor.
Save your changes.

How to monitor the emails of your organization

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

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

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

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

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

View email details

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

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

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

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

Manage your email threads

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

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

Set up warnings for your emails

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see email threads marked in red.

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

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Report availability: Enterprise

Reported data:

Operator: Name of the agent.
Accepted: Number of accepted email assignments by the agent.
Average Time to Accept: Average time to accept email assignments.
Answered: Number of answered emails.
Average Speed to Answer: Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active: Number of email assignments that are still active.
Closed Answered: Number of emails that were answered before they were closed.
Closed Unanswered: Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered): The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received: The number of emails received during the specified date range.
Sent: The number of emails sent during the specified date range.
Average Time to Respond: The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Reported data:

Operator: Name of the agent.
Accepted: Number of accepted email assignments by the agent.
Average Time to Accept: Average time to accept email assignments.
Answered: Number of answered emails.
Average Speed to Answer: Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active: Number of email assignments that are still active.
Closed Answered: Number of emails that were answered before they were closed.
Closed Unanswered: Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered): The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received: The number of emails received during the specified date range.
Sent: The number of emails sent during the specified date range.
Average Time to Respond: The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your agents received per hour, then group the report by Hour when running it.

Reported data:

Sent: The number of emails sent during the specified date range.
ATTR (HH:MM:SS): The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received: The number of emails received during the specified date range.
Answered: The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS): The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered: The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered: The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS): The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].

Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent: The number of emails sent during the specified date range.
Received: The number of emails received during the specified date range.
ATTR (HH:MM:SS): The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered: The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS): The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered: The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered: The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS): The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your Operators received per hour, then group the report by Hour when running it.

Reported data:

Sent: The number of emails sent during the specified date range.
ATTR (HH:MM:SS): The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received: The number of emails received during the specified date range.
Answered: The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS): The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered: The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered: The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS): The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].

Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent: The number of emails sent during the specified date range.
Received: The number of emails received during the specified date range.
ATTR (HH:MM:SS): The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered: The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS): The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered: The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered: The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS): The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Email Login Summary

See the amount of time that your agents spent logged in to Digital DX to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator: Name of the agent.
Email Available - Total: The total time the agent spent in available status.
Email Available - .NET: The total time the agent spent in available status in the Desktop Client.
Email Available - Web: The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile: The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total: The total time the agent spent in Away status.
Email Away - .NET: The total time the agent spent in Away status in the Desktop Client.
Email Away - Web: The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile: The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced: Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator: Name of the agent.
Time: The time of changing the agent's status.
Client: The client where the agent's status was changed.
Action: The action that was taken to change the agent's status.

How to email a chat transcript

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

Select the chat you would like to send.
Click the Email icon in the toolbar above the chat list.
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.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Thread Close Time Performance Summary report

Report availability: Enterprise

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Assignment Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

Report availability: Enterprise

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Note: To avoid a negative impact on operators' performance statistics, use Time Filter > Only when Operators are Available. This excludes periods when operators should not normally be expected to respond ? namely, when they are unavailable.

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Email Thread Close Time Performance Summary report

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Email Assignment Answer Performance Summary report

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Reports' availability: Enterprise

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Change Your Email Address

About email changes

For most accounts, you can change the email address that you use to sign in to your LogMeIn account and/or add a "Recovery" email address to use as a backup in case you ever lose access to your "Primary" email address.

If you are part of a corporate account that has been set up to use Enterprise Sign-In (SSO), you will need to use your company email address and password to sign in. If the use of Enterprise Sign-In is enforced (i.e., not optional) in your account, your ability to make account changes will be limited (as shown below). Learn more about Enterprise Sign-In (SSO).

Email changes for most accounts

Sign in to the My Account page at https://myaccount.logmeininc.com.
Click Sign In & Security in the left navigation.
In the Email Address section, click Edit.
Under Primary email, enter your desired email address. This will be the email address you use to log in to your account.
Under Recovery email, enter an email address (must be different from your primary email address) that you would like to use to be sent a password reset email, as a backup measure in case you lose access to your primary email address. If the field is left blank (displayed as "None set," as shown below), the password reset email will be sent to your primary email address.
Click Save when finished.

Email changes for enforced Enterprise Sign-In only accounts

Please note that you cannot set a Recovery email address for an account that is required to use Enterprise Sign-In as the only login method.

Sign in to the My Account page at https://myaccount.logmeininc.com.
Select Sign In & Security in the left navigation.
In the Email Address section, click Edit.
Under Primary email, make your desired changes to the email username.
Use the drop-down menu to select your desired email domain (only domains validated by your company will be listed).
Click Save when finished.

How to answer an email

Note: An Enterprise subscription is required.

Select the email thread (see How to view incoming emails).
From the email thread in the main pane, select the email to respond to.
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.
Enter the response, then, above the email details, click Send this email (single email icon).

Tip: When composing an email, the To, CC, and BCC fields remember email addresses used in the past. The list is maintained per-operator and is initially empty. To manage the remembered list, right-click the drop-down to delete a single addresses or the entire list.

Tip: To manage email signatures that you can insert in your emails and edit before sending, go to Setup > My Email Signature Setup. Proper permission may be required from your BoldChat administrator before you can manage your own signatures.

Email with customers

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

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

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

Email options

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

Options when replying to a message

Send

Sends your message and leaves the email open.

Send & Close

Sends your message and closes the email.

Subject & Recipients

Select the recipients of your email.

Close

Closes the email. You must confirm that you want to close the email by clicking one of the following:

Yes - Closes the email. Next time you close an email, you will see the same dialog.
Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
No, continue the email - Select if you want to continue the email conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end email.

Cancel

Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

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

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

Insert a canned message

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

Search or filter canned messages

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

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

How to configure BoldChat to manage SMS (text messages)

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

Note: An Enterprise subscription is required.

Note: Additional per message fees apply, check our website for block message rates.

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

Create a new SMS account:
1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
2. On the left menu of the Account Setup window, click Messaging > SMS Accounts > New. The New SMS Account window is displayed.
Name the account.
Under Phone Number Acquisition, choose your Country and Area Code and then select Find Phone Number.
Result: Once a number is provisioned for your account, the number is displayed to the right of the Phone Number label. This number is used to provide visitors the ability to initiate an SMS session from their mobile device.
To associate incoming SMS with a department, choose a Department.
Set an Auto-End Interval to end sessions automatically when a visitor's response is not received within the defined period.
Under Enable Business Hours you can set hours of availability specific to SMS functionality.
Configure the auto-responder.
To configure the SMS auto-responder you must create rules by which incoming SMS requests are evaluated. When all criteria in the rule are matched, a response is triggered.
1. Select the Auto-Responder tab and then the New menu item. The New Rule window is displayed.
2. Name the rule and define criteria.
3. Select the response to send when criteria are matched and the rule is triggered.
Configure Post-SMS Settings.
Save your changes.

Note: For information about SMS settings and data residency, see Data Residency Options.

How to configure Digital DX AI after setting up a messaging channel

Once you have set up a WhatsApp or Microsoft Teams messaging channel, complete additional configuration in Digital DX AI to customize the bot's behavior.

Define the answer the bot returns when it can't answer the customer's question.
You can set up multiple messages or create articles that the bot returns when the customer's search yields no results. See How to configure conversational touchpoints to learn more about how to set these up.

Note: You can't use an article for the final message as that prevents the bot from triggering the escalation.

Define channeling policies to cover different scenarios.

Depending on whether you have a bot-only, agent-only or bot and agent messaging channel, you may define different channeling policies. See How do I define a channeling policy? to learn more about how to create a channeling policy.

Agent only

If you want your customers to talk to agents only on the messaging channel, set up a channeling policy with a condition where the number of words is greater than 0. Add a message as an error answer that introduces the escalation option and explains customers that they will be connected to a live agent if it's business hours and agents are available.

Note: To prevent the bot from providing an answer, you must have an empty knowledge base.

Bot only

If you want your customers to talk to the bot only on the messaging channel, make sure you have defined error answers for when the bot can't find an answer to the customer's query.

Agent and bot experience

If you want customers to talk to the bot first and outside business hours but have the option to talk to an agent, you might want to:

Define a Day and time condition for the channeling policy that is used to escalate chats to agents
Use labels on articles for which you want to provide agent support and define an Article label condition for the channeling policy

What's Next?

See What are the best practices for managing a knowledge base? to learn about how you can optimize the bot's content.

How to configure the Agent Workspace after setting up a messaging channel

Once you have set up a WhatsApp or Microsoft Teams messaging channel, complete additional configuration in Bold360 Agent to customize the agent experience.

Set up a department for your new channel.
If you didn't select a department during the integration steps, now's the time to do so.
Enable messaging channels for agents.
1. Log in the Web Admin Center.
2. On the Organization > Agents page, select the agent.
3. On the Agent information tab, under Channels select Agent is available for Additional Channels.
4. Save your changes.
Optional: Set up Smart Advisor.
When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

To use Smart Advisor as an agent, see Smart Advisor: Chatbot-assisted conversations.

To set up Smart Advisor, see Integrate a chatbot.
Optional: Set up canned messages.
Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

To use Canned messages as an agent, see Canned messages for chat: Using predefined replies.

To set up Canned messages, see Canned messages for agents.
Optional: Set up wrap-up fields.
You can create labels (wrap-up fields) to organize items in a channel automatically according to rules or manually by an agent during wrap-up.

To use wrap-up fields as an agent, see How to prepare a wrap-up.

To set up wrap-up fields, see Wrap-up Fields: Organize items by Category, Custom Field, Status.
Optional: Set up automatic distribution.
Automatic distribution is available for messaging channels under Messaging > Automatic Distribution. See Set up automatic distribution for messaging.
Optional: Set up routing rules.
You can route your incoming messages to specific departments based on rules that you set up in the Web Admin Center. See Manage incoming messaging items according to rules (Messaging Rules Engine).
Optional: Set up inactive conversations.
You can use this option to avoid the problem of filling up the agents' active queue. See How to configure messaging channels for more information.

Learn how to maximize usage of canned messages, slash commands, and smart responses to speed up response time.

Messaging Apps Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Assignment Activity Summary

Sent: Messages sent in the specified date range.
Received: Messages received in the specified date range.
ATTR (HH:MM:SS): Average time to respond for messages sent in reply to a received message.
Answered: Messages that were answered in the date range specified.
ASA (HH:MM:SS): Average Speed to Answer for answered messages.
Ended Ans: Messages ended in the date range specified that were answered at some time.
Ended Unans: Messages ended that have never been answered.
ATTC (HH:MM:SS): Average Time to End for Answered, Ended messages (from Answered to Ended).

How to view incoming SMS messages

Note: An Enterprise subscription is required.

On the left pane of the desktop Operator Client, open the SMS folder.

Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.
From the list of SMS threads, select the item you want to view.
Tip: You may need to use the folder structure on the left to navigate to the desired item.
In the main pane, select the SMS tab.

How to search for an SMS message

Note: An Enterprise subscription is required.

On the left pane of the desktop Operator Client, open the SMS folder.

Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.
In the upper-right corner, above the list of SMS threads, click the Search icon (binoculars).
Result: The Search SMS window is shown.
Enter the keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results will be displayed on the left.
Select a result on the left for the full details to be displayed on the right.
Result: The displayed SMS can now be answered or managed as usual.

How to monitor traffic on messaging channels

You can monitor the performance of your WhatsApp and Microsoft Teams messaging channels in the AI Console as well as the Agent Workspace.

Monitoring capabilities in the AI Console

You have the following options to run reports and monitor messaging conversations:

Engagement Dashboard: provides a view on the total number of engagements, the number of engagements escalated to agents and so on. See What do I see on the Engagements Dashboard? for more information.
Dashboard: You can look at voices for the knowledge base you have for messaging, or filter the dashboard using the context you use for messaging to see how your messaging channel is doing. See What do I see on the Dashboard? to learn more.

Monitoring capabilities in the Agent Workspace

The following options are available to run reports and monitor messaging conversations:

You can view active bot, queued, assigned to agent as well as closed messaging conversations in the Monitor View of the Agent Workspace.
You can run reports on messaging conversation data with Data Extraction API methods. For more information, see the Developer Center.
You can run status and summary reports on messaging conversations. For more information see Messaging Apps Reports.

Set up an SMS account (text messages)

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

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

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

Note:

Additional per message fees apply, check our website for block message rates.
The SMS service does not support sending images.

Create a new SMS account:
1. In the Web Admin Center, go to Channels > Messaging > SMS. The SMS Accounts page is displayed.
2. Click Create New. The New SMS Account window is displayed.

Set Account Settings:

Option	Description
Name	The account name. Not seen by customers.
Department	Associate incoming SMS with a department.
Auto-End Interval	End sessions automatically when a customer's response is not received within the defined period.
Thread Ownership	Choose how you want to handle the ownership of re-opened messenger threads: Original agent retains ownership of re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership. Original agent must re-accept re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned. Original agent must always re-accept conversations, even if open ? When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
Business Hours	Set hours of availability specific to SMS functionality.

On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.

Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the customer to enter their email address. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, messages, email).
On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
- Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
- Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.

On the Phone Number tab, choose your Country and click Find Phone Number.

Available countries:

Australia +61
Belgium +32
Canada +1
France +33 (Domestic SMS only)
Hungary +36
Ireland +353
Israel +972
Norway +47
Poland +351
Spain +34 (Domestic SMS only)
Switzerland +41
United Kingdom +44
United States +1

Always check the Phone Number tab for the latest list of available countries.

Tip: If you have your own Twilio account, click Show advanced setup and copy the following details from your Twilio Dashboard:

Option	Description
Twilio Account SID	The ID of the Twilio account that you use for messaging.
Twilio Auth Token	The token that authorizes calls for the defined Twilio account.
Phone Number	The phone number that has been provisioned for the Twilio account.

Result: Once a number is provisioned for your account, the number is displayed on the Phone Numbers Dashboard in Twilio. This number is used to provide customers the ability to initiate SMS sessions from their mobile devices. If your organization supports messaging in multiple countries, then you must set up multiple Twilio accounts and define those SMS accounts one by one in Digital DX.

Save your changes.

How to define welcome messages for chat invitations

You can now proactively invite your website visitors to chat by displaying a welcome message that could appear above the chat icon in Slim and Harmony widgets.

To invite visitors to chat, do the following:

In the AI Console, go to Touchpoints > Widgets.
Click Personalize under the widget type that you want to change.
Select a knowledge base or URL to customize.
On the Basics tab, make sure you have an Auto Question selected.
On the Position & Size tab, click Customize next to Welcome Mode and select the Invite option.
Optionally, define a delay to display the welcome message in the Welcome mode welcome message trigger time (in seconds) field.
Save your changes.

Define context-sensitive welcome messages

You can use article variations of a selected welcome message to personalize customer experience based on context. Context must be defined in the widget code.

To select a context-specific welcome message, do the following:

In the AI Console, go to Touchpoints > Widgets.
Click Personalize under the widget type that you want to change.
Select a knowledge base or URL to customize.
On the Basics tab, make sure you have an Auto Question selected.
Select the Context-sensitive Auto Question option.

Note: When you select an article for welcome message that has variations and do not select the Context-sensitive Auto Question option, then you must select a variation to be displayed for customers as welcome message.

How to associate canned messages with a chat window

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

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.

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

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

What are canned messages in Digital DX?

In Digital DX, canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to enter them.

You can create canned messages in the Web Admin Center.

After setting up canned messages, they will be immediately available for agents in the Agent Workspace. They can search for messages on the Canned Messages panel and can select a message to insert it in the chat panel.

Note: Inserted messages are not immediately sent, only copied to the chat panel.

What's the difference between canned messages and the Smart Advisor?

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected Digital DX AI knowledge base. This knowledge base is selected when Digital DX Agent and AI are integrated.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base. See What is Smart Advisor? to learn more.

How to add live chat to the Bold360 Rapid Response Web Widget

Once you have deployed the Bold360 Rapid Response Web Widget to your website, you can start setting up live chat by integrating with Bold360 Agent.

Before you start: You must have valid Bold360 AI and Bold360 Agent subscriptions.

Create an API key in Bold360 AI
You'll need the API key in step 2 when integrating with Bold360 Agent.
Integrate Bold360 AI with Bold360 Agent

Now that you've integrated your Rapid Response Web Widget with Bold360 Agent and set up your channeling policies, you're ready to configure and deploy your integrated solution. To do so, follow the instructions outlined in the Quick start guide to set up Bold360. As you go through the instructions, please keep the following in mind:

When you reach the Chat Window section of the quick start guide, you?ll want to ensure you select Bold360 ai chat window for Chat window type.
The code snippet you generate per the deployment guide will be the code you?ll want to deploy to your website. You?ll want to delete the code you previously deployed (from Bold360 AI) and replace with this new code snippet.

Contact us if you need assistance with your deployment.

Messaging Apps Performance reports

Create reports on your agents' performance over your (additional) messaging apps channel.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Performance

Note: Performance type reports do not display the agent's performance, but the overall conversation performance (including the chatbot's performance). This will be adjusted in a later release.

Messaging Apps Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

Messaging Apps Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

Messaging Apps End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

Messaging Apps Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

What are messaging applications in Digital DX AI?

Messaging applications in Digital DX AI enable you to communicate with your customers over popular messaging apps, such as WhatsApp and Microsoft Teams.

Note: Messaging applications are in beta. Contact your Customer Success Manager to learn more.

When you set up a messaging channel, you have the following options depending on your support needs:

Provide bot-only support if you do not have human agents
Provide agent-only support if you want your customers to always talk to a human agent
Use the combination of bot and agent support, if you want the bot to cover out of hours support and help your agents during business hours

Note: You need access to the AI Console if you want to use a bot only on your messaging application. For an agent-only and a bot and agent experience you need to have access to both the Agent Workspace and the AI Console.

Customers can interact with agents on their favorite messaging application in their own pace. The connection between the customer and the agent is permanent from the customer's perspective. Customers can start and stop the conversation in the messaging application anytime without losing connection to the agent.

To learn more about what the experience is like for customers and agents, see these articles:

How to monitor the chats of your organization

You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Users who have Bold360 AI platform accounts also see conversations with the bot.

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

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

Chats are grouped on the following tabs:

Bot: Chats where the customer is currently assisted by the chatbot.
Note: This tab is only available for Bold360 ai platform subscribers.
Queue: Chats in queue waiting to be assigned to an agent.
Assigned to Agent: Chats which have already been assigned to a live agent.
Closed: Closed chats of your organization.

View chat details

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

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

Depending on what chats you view, the following chat details are displayed:

Agent: Name of the assigned agent.
Agent messages: Number of messages the agent has sent.
Answered: Time and date when the chat was first answered.
Chat Launch URL: The URL of the chat from where the customer started the chat session.
Chat state: Current status of the chat.
City: The city where the customer started the conversation.
Country: The country where the customer started the conversation.
Created: Time and date when the customer clicked the chat button.
Custom pre-chat fields: Custom chat fields defined on the pre-chat window.
Customer Email: Email address of the customer.
Customer ID: Identifier of the customer.
Customer info: Additional custom information about the customer.
Customer messages: Number of messages the customer has sent.
Customer name: Name of the customer. Displays the customer's first name only if a last name is also provided.
Customer reference: The referring website that the customer previously viewed.
Department: The Bold360 department of the agent.
Ended: Time when the chat ended.
Experiments: The experiments in which the customer participates.
ID: Chat identifier.
Initial question: The first question that the customer asked.
IP: The IP address of the customer.
Language: The language of the chat, which is English (en-US) by default.
Last message person type: Shows whether the last message came from the customer or the agent.
Last name: Customer's last name.
Net Promoter Score: Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Phone: Phone number of the customer.
Region: The region of the country where the customer started the conversation.
Response time: The total time in seconds that the customer had to wait for answers.
Started: Time and date when the chat was started.
Updated: The last time the chat was updated.
Urgency: Urgency of the chat.
Website: The website as defined in the Bold360 Admin Center.
Window closed: Time when the customer closed the chat window.

Manage your chats

You can do the following when you monitor your chats:

Get live preview of a chat: Select a chat in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on Customer History panel the right of the chat list and is refreshed when either party sends a new message.
Search for chats: You can search for chats based on any chat details that you see in the columns. When you type into the Search field above the list of chats, it dynamically filters and lists those chats that contain your search term in any visible columns.
Transfer chats: You can transfer chats from the bot to an agent or between agents in your organization on the Bot, Queued , and Assigned to Agent tabs. See How to transfer a chat.
Sort chats by column: Click the column name to sort chats by that order.
Filter closed chats: You can list chats that were closed on selected dates. On the Closed tab at the top of the page, click the date selector drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed chats. You can also select a custom date-range from the calendar. Click Refresh to list closed chats for the selected period.
Filter your own chats: You can list your own chats on the Assigned to Agent and Closed tabs by clicking My items above the list of chats.
Important: You must have the Actions > Chats > Grid View: Active Chats permission enabled to use this feature.
Receive notifications on new messages: A red spot in the top-right corner of the page tells you that you have received a new chat message or a new work item.
Display customer information: When you select a chat, customer information is displayed on the right of Monitor View. For information on chat details, see Where to find customer information.

Set up warnings for your chat

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see chat sessions marked in red.

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

Monitor bot chats

On the Bot tab, you can monitor the conversation between customers and the bot and you can transfer the bot chat to a live agent as needed. The agent will see the complete chat history in the Agent Workspace.

To do so, transfer your selected chat(s) to a live agent as described in How to transfer a chat.

Note: You can select an agent, a department, or let automatic distribution assign the chat to an available agent.

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

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

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

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

Messages are grouped on the following tabs:

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

View message details

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

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

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

Agent messages

Number of messages the Operator has sent.

Answered

Time and date when the message was first answered.

Channel name

Name of your additional messaging channel that has been set up for you.

City

The city where the customer started the conversation.

Closed

Time when the message was closed and was listed on the Closed tab.

Country

The country where the customer started the conversation.

Created

Time and date when the customer clicked the message button.

Customer Email

Email address of the customer.

Customer messages

Number of messages the customer has sent.

Customer name

Name of the customer. Displays the customer's first name only if a last name is also provided.

Department

The Digital DX department of the Operator.

Folder

The messaging folder in Digital DX where the message is saved.

Language

The language of the message, which is English (en-US) by default.

Last message person type

The person who sent the most recent message, which is either the customer or the Operator.

Last message sent

Date and time when the customer's most recent message was received.

Message type

The type of message the customer sent. The following types are supported:

Facebook (available for Agent Workspace users only)
SMS
Message, which represents a conversation on your additional messaging channels

Messaging ID

The unique identifier of the message thread.

Phone

Phone number of the customer.

Region

The region of the country where the customer started the conversation.

Response time

The total time in seconds that the customer had to wait for answers.

Started

Time and date when the message was started.

Urgency

Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

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

Set up warnings for your messages

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see message sessions marked in red.

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

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

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

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

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

Chats are grouped on the following tabs:

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

How to answer an SMS message

Note: An Enterprise subscription is required.

Select the SMS thread to respond to (see How to view SMS messages).
In the toolbar of the main area, under the SMS tab, click the Answer this text icon (phone).
Enter the response and click Send.

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

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

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

Show or hide canned messages in the workspace

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

Insert a canned message

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

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

Search or filter canned messages

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

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

What are best practices for using Canned Messages?

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

Canned messages for chat: Using predefined replies

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

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

Show or hide canned messages in the workspace

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

Insert a canned message

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

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

Search or filter canned messages

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

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

What are best practices for using Canned Messages?

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

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

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

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click an SMS message.

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

Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an Operator or department. Select the receiving Operator or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to accept a text message (SMS)

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

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click an SMS message.

Tip: The chat at the top of the list may be the most urgent (newest).
Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to create and edit a custom canned message

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

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

Click Setup > My Canned Messages Setup.

Select an existing message or click the Create a new item icon in your preferred folder.

Option	Description
Name	The name of the custom canned message. This field is only used internally for identification and referencing and never displayed to visitors.
Access Key	The access key is a key combination that inserts the message into a chat.
Shorthand code	The shorthand code is a typed shortcut that inserts the message into a chat. Type the shorthand code followed by a space in the chat editor to automatically complete the message. The shorthand code can only contain alphanumeric characters.
Show in Answer Dropdown	Determines whether the canned message appears in the chat editor dropdown list.
Language	This value acts as a filter to ensure that you see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed as <Not specified>.
Keywords	Assign keywords to canned messages to find them more easily in the chat editor.

Type and format the message.
Save your changes.

Escalate_SF Articles

What's New in the Bold360 Agent Platform

What's New in the Bold360 Agent Platform

Admin Center in v21.7.0 ? July 16, 2021

New!

Agent Workspace and Admin Center in v21.6.0 ? June 5 - June 12, 2021

New!

Improved

Bold360 AI platform improvements

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

New!

Improved

Bold360 AI platform improvements

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

New!

Improved

Bold360 AI platform improvements

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

New!

Improved

Bold360 AI platform improvements

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

New!

Improved

Bold360 AI platform improvements

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

New!

What's New in BoldChat

What's New in BoldChat

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

New!

Improved

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

New!

Improved

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

New!

Improved

Operator Client in v20.2.4 ? September 17, 2020

Improved

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

New!

Improved

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

New!

Improved

Agent Workspace in v20.1.4 ? April 25, 2020

Improved

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

New!

Improved

Agent Workspace in v19.5.7 ? January 25, 2020

New!

Improved

Operator Client in v15.2.6 ? October 7, 2019

New!

Improved

Agent Workspace in v15.1 ? June 30, 2019

New!

Improved

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

Improved

Genesys DX/Bold360 End of Life: January 2024

Details on the end of life timeline

What is Bold360 AI?

What is Bold360 AI?

Bold360 AI platform, Bold360 Agent platform, BoldChat. What's the difference?

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What cookies and local storage entities are used by Digital DX AI widgets?

List of cookies used by Digital DX

Personalization

Harmony

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

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Email addresses for the sign in service

Third-party IP Ranges

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Allowlists

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