GenesysDX

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

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.

How to set up an SSL-secured support center

Support centers that run on Bold360 AI servers can be deployed as HTTPS.

If your site is secured and you have implemented the support center using iframe, then a secure connection must be set up in Bold360 AI including installing the necessary certificates.

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data sent between the web server and browsers remain private and integral.

Please ask your IT specialist to contact your support representative or Genesys DX support and provide the following information:

Account name, for example: bold360
Designated Certificate URL, for example: https://support.bold360.com
The certificate (CRT or PEM) in a text file
Note: Firewalls may filter other types of files.
The private key in a text file
The certificate expiration date, for example: 21/03/2022 (optional)
Any additional comments (optional)

Important: For security reasons, text files should be password protected. You can create a password-protected ZIP for your text files, or use a protected shared folder when sending your certificate and private key files.

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
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[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

This article provides a step-by-step process for configuring the Genesys DX Product Authentication Service as SSO service provider.

Login to https://auth.bold360.com/ and click Go to SSO Setup in the bottom left corner.
Note: If you cannot see the Go to SSO Setup button, contact your support representative or the Genesys CX support.

You are then navigated to the SSO setup webpage.
Note: General Settings and Domain are read-only fields, you cannot modify them.
Click Sign-in configuration, and enable the SSO.
Choose one of the two configuration methods.
You can obtain the necessary details from your Identity Provider settings.

Method 1: Manual Configuration

Add your Verification Certificate when you are finished with manual configuration.

When you add the Verification Certificate, remove the following tags:
"-----BEGIN CERTIFICATE-----"
"-----END CERTIFICATE-----"

A Verification Certificate example with removed BEGIN and END tags:

Method 2: SAML IdP metadata URL

Host your Identity Provider metadata XML file on a publicly accessible URL.

Note: Since we cache this file for only 2 minutes, please ensure high availability of this file via the specified URL to avoid SSO login failures.

Note: You can configure a SAML 2.0 based auth delegation with any ID provider that supports SAML 2.0 protocol.
Please note that if you create users on your ID provider side, these users are not automatically synced in Bold360. You need to create Bold360 users in the Bold admin center as well.
- The configuration is applied to each user whose email address belong to the configured domain.
- The configuration is not account specific, multiple accounts can have users with email addresses with from the same domain.
- An account can have users from other email domains as well.
Once you have setup your configuration using a method of your choice, save your changes.

Enter your email /username that uses the domain you have setup in your Identity Provider service and click Continue.
You can see the following message on a successful login.

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.

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.

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.

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 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.

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.

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 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.

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 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.

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 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.

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.

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)

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.

Optional: Add a Text Messaging Channel

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

To implement text messaging functionality, you must configure an SMS account and provision a phone number to integrate with Twilio, our SMS gateway provider. Additional per message fees apply.

Digital DX's text messaging service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming message requests.

Go to Channels > Messaging > SMS Acct. and click Create New.
On the Account Settings tab, enter the account Name and associate incoming text messages with a Department.
On this tab, you can define when to automatically end a session if a consumer has not responded within a defined period and how to handle re-opened text message threads.
On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
On the Canned Message Folders, 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. Select your phone number from the available local phone numbers in the drop-down list.
Click Save.

Note: Additional countries are available through the Advanced Set up link. Due to various regulatory requirements, these countries must be provisioned directly through Twilio. Once provisioned, the Administrator can select Advanced Setup to enter the number, secure toke, etc that Twilio provides and then selects the country from the Advanced Setup drop-down menu.

Previous article: Optional: Add a Facebook Messenger Channel

Next article: Optional: Customize Chat Windows

How to monitor the messages of your organization

You can view messages that are waiting in queue, closed, or currently assigned to an agent 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 agent.
Assigned to Agent: Messages which have already been assigned to a live agent.
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 agent 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 department of the agent.

Folder

The messaging folder 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 agent.

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
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 agent 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 agents 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.
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 configure messaging channels

Once you created a messaging channel for WhatsApp or Microsoft Teams, you can change the default status messages, define a context, or set up to auto-end conversations.

Make sure you have created a messaging channel.

In the AI Console, go to Touchpoints > Widgets.
Under Conversation configuration, select Messaging applications.
Choose (Configure) next to the channel that you want to configure.

Adjust the options as necessary.

Status messages	You can change the default messages for the following cases: The conversation is escalated or closed There is a network issue and the customer's message cannot be delivered There are multiple answers for a customer question
Contexts	If you use context to have article variations for the WhatsApp or Microsoft Teams channel, you can specify the context here to let the bot know which variations it can display to customers. See How do I define an article's context? to learn more.
Auto-end configurations	Bold360 can automatically end conversations after the specified time measured from the last customer-sent message. You can define an interval between 30 minutes and 24 hours. You can also define a message for customers when their conversation automatically ends.
Nanorep Entities	When users ask questions on Microsoft Teams, now they can receive personalized answers . For example, if Bold360 is integrated with a third-party ticketing system and the agent asks How many open tickets do I have?, Bold360 can deliver a response that is specific to the user. To enable personalized answers, select the Enable Nanorep Entities option for the Microsoft Teams channel you configured under Touchpoints > Widgets > Messaging applications. Then create articles with personalized answers using entities.

Save your changes.

Additional Configuration - Canned Messages

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 type them. Canned messages are managed separately by channel (Chat, Email, Messaging, Social).

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

In the Web Admin Center, go to Channels > Chat > Canned Messages.
By default, you have two canned messages: welcome and bye. Feel free to customize either of these by clicking them and updating the body.
To create a new message, click Create New.
1. Add a Name so that agents can easily identify and reference the message.
2. Type and format the message in the Body.
  You can include dynamic HTML variables such as agent or customer name. You can find a list of HTML variables here.
3. In Keywords, include any words and/or phrases that help identify this message as relevant to a conversation.
4. Agents can more easily use canned messages by adding a Shortcut. This enables agents to use a canned message without having to search for it by typing ?/[shortcutname].? (For example: ?/hello?)
Save your changes.
Result: Your new canned message is now available for responses to incoming chats.

Need more info? We have an article about canned messages.

Previous article: Additional Configuration - Automatic Distribution

Next article: Additional Configuration - Wrap-up Fields

Canned Message Summary Report

Perform Canned Message analysis and clean-up using this report that shows the most frequently used canned messages.

Fastpath: report.boldchat.com > New Report > Chat > Canned Message Summary

Report availability: Enterprise

Reported data:

Rank: Rank in terms of total usage.
Total: The number of times the canned message was used.

Note: When no custom operator filters are selected the chatbot is excluded from report.

Manage incoming messaging items according to rules (Messaging Rules Engine)

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

You must have at least one messaging folder to set up routing rules for your messages. To create a folder do the following:

Create a messaging folder if you haven't done so already:
1. In the Web Admin Center, go to Channels > Messaging > Messaging Folders.
2. Hover your mouse over the Messaging folder and click the Create folder () icon.
3. Name your folder.
Create or edit a messaging rule, as follows:
1. Go to Channels > Messaging > Routing Rules.
2. On the Routing Rules for Messaging 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.
- Accounts
- Phone Number Contains
- Initial Question Contains
- Departments
- Message Type
Result: The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
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
- Urgency
- Difficulty
Result: Agents can use this 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 Digital DX account.

Set up automatic distribution for messaging

Automatic distribution for messaging allows you to automatically and intelligently distribute assignment of new, incoming message threads to your agents.

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

Options:

Option	Description
Reassign unanswered messages (seconds)	When selected, SMS threads 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 limit setting can be overridden at an individual agent level.
Agents waiting for assignment	When there are fewer incoming 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 item, 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. 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-messaging tasks along with their messaging related work. Those who are managing messages will stay busy with messages, while others can stay focused on non-messaging 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 (seconds)

When selected, SMS threads 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 limit setting can be overridden at an individual agent level.

Agents waiting for assignment

When there are fewer incoming 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 item, 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. 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-messaging tasks along with their messaging related work. Those who are managing messages will stay busy with messages, while others can stay focused on non-messaging 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 AD.
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.

What are fallback messages?

Fallback messages enable the bot to provide a response when there is no result or there are multiple options based on the user's input.

When there is one result based on the user's responses, you set up the final answer presented to the user in the body of the article that uses the entity. There could be multiple possible results or no result based on the user's responses. you define what happens in these cases in the Fallback Messages section of the entity.

No results

You can define a fallback message that is presented when the user's answers match the data in the entity source file, but there is no result in the entity that fits the customer's answers. Using the example in this article, if the customer is asking for an iPhone 7 with a 10 megapixel camera, the no result fallback message is presented as iPhone 7 and 10 megapixels are both part of the entity file, in model and camera pixels respectively, but there is no iPhone 7 with a 10 megapixel camera in the database. If however, the customer is asking for a Sony phone, which is not one of the brands in the file, the bot returns the error message defined in the widget configuration.

The fallback message for no result can be either a statement or an article. A statement is plain text that is displayed to the user.

Note: You can't select an article that contains an entity as a no result fallback message.

For custom entities, the message or article you define here is displayed when the customer provided wrong input more times than the property's error message is set to be displayed. For example, you have a property where detect is set to Email, the bot query is What's your email address? and the error message is Please provide an email address. which is set to be displayed 3 times. When the user fails to provide an email address for the fourth time, the fallback message or article is displayed.

Multiple results

When there is more than one result to present, you can set up the bot to generate a carousel of these results. In the Fallback Messages section of the entity page, set what cards in the carousel should look like: specify the property to be presented as title and subtitle, and if you have images in the data source, you can also provide an image property. Using the example in this article, you could have:

Tip: If you don't want to have a carousel of different results, you can use Quick Options instead. See What are the property options for data source entities? for more information.

API Invalid response (for API-based entities only)

Note: This option is displayed only when you provide a link to an API in the Data Source URL field. When your entity reads data through an API, the API may return an invalid response. For example, if your API receives invalid input from the customer or when the API server is unavailable. For these cases, you can define an error statement that is to be presented to the customer.

How to transfer a message

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

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

Result: You are prompted to select an agent or department.
Select the receiving agent or department and click Transfer.
Result: The message is transferred and removed from your workspace (the column closes).

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

Transfer messages while monitoring sessions

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

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
Select a message on the Bot, Queued, or Assigned to Agent tab.
Result: You can select multiple messages to transfer.

Note: To transfer messages from the bot, you must have the Actions > Messaging > Assign Other permission enabled in the Admin Center.
Click Assign to... and select an agent or a department where you want to transfer the message.
Result: Optionally, select Transfer automatically to use automatic distribution for messaging and let Bold360 choose an available agent.
Click Transfer.
Note: When you transfer a message to an agent, make sure their workload allows them to take an additional message. The number next to an agent's name represents their current tasks, excluding emails.

You can also transfer the message to yourself by clicking Assign to me.

Canned messages for agents

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 type them.

Choose the channel for which you want to create or edit a canned message:
- Chat: Channels > Chat > Canned Messages
- Email: Channels > Email > Canned Messages
- Messaging: Channels > Messaging > Canned Messages
Create, edit, or copy a canned message on the Canned Messages page, as follows:
- To create a new message, click Create New
- To edit, click an existing message
- To copy, click the Copy icon next to an existing message

Name and identify the message so agents can find it:

Option	Description
Name	This is never seen by customers; used to identify and reference the message.
Subject	For messages that are auto answers, the subject is shown to customers as a label in search results.
Keywords	Enter words and phrases that help identify this message as relevant to a conversation.
Shortcut	To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)

Set the message's Language.
This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

Result:

Tip: Subject, Keywords, and Body should use the same language.

Type and format the message.

Channel	Options
Chat	HTML* or plain text
Email	HTML* or plain text
Messaging	Plain text
*HTML Variables	For HTML, you can insert variables in `${variable_name}` format. For example, use the variable `${login.ChatName}` to insert the agent's chat name into the canned message. Available variables: `${chat.ChatUrl}` - The URL of the chat from where the customer started the chat session `${chat.ChatName}` - The name of the customer as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the customer. `${chat.CountryCode}` - The two-digit code of the country where the customer started the conversation `${chat.RegionCode}` - The region or ZIP code of the country where the customer started the conversation `${chat.City}` - The city where the customer started the conversation `${chat.VisitEmailAddress}` - Email address of the customer as provided on the pre-chat form `${chat.VisitPhone}` Phone number of the customer as provided on the pre-chat form `${login.UserName}` - The User Name of the agent as set on the Organization > Agents > Agent Information tab `${login.Name}` - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab `${login.EmailName}` - The Email Name of the agent as set on the Organization > Agents > Email Settings tab `${login.BestChatName}` - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

Save your changes.
Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.

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

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

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 AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

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.

Smart Advisor: Chatbot-assisted conversations

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.

These instant answers ultimately provide better user experience and increase agent efficiency: they allow agents to spend less time searching for answers, and improve Average Speed to Answer (ASA) in reporting.

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

Important: You must have the Actions > Chats > Suggest response as Smart Advisor article permission enabled to use this feature.

During a conversation with the chatbot, customers have the option to connect to an available agent, if there are any. When the chat is transferred, the agent can view the full history of the conversation between the customer and the chatbot and continue that thread. The customer and the agent always use the same set of knowledge base articles.

When the customer sends a message to an agent, the chatbot analyzes that message and offers the most relevant answers to the customer's messages. These answers are listed on the Smart Advisor panel, which replaces the Canned Messages panel when the customer chats in a Bold360 ai chat window. Smart Advisor considers only those customer messages that have been sent since the agent's last interaction.

To copy the best answer to the message panel, click that response. You can edit your message before sending.

If your articles have contexts as well, you can select the relevant article variation from Smart Advisor panel.

Search Smart Advisor for help

You can manually search Smart Advisor articles when you are looking for results not listed automatically. To do so, type your question in the Search field. Automatic suggestions are provided as you type. Titles of the relevant articles are listed dynamically as you type your question. To see the content of an article, click its title. All previously displayed results are removed from the Smart Advisor panel.

To get the best search results, consider the following:

Grammatically accurate words return more relevant answers
Avoid very long phrases and generic statements

How to rate a Smart Advisor response

When Smart Advisor offers you responses, agents can always rate those responses.

Click the arrow on the right of the suggested response to expand the article if not fully visible.
Click Yes or No at the bottom of the article to rate whether the article was helpful.
When you rate an article as not helpful, you can further categorize the problem with the article and suggest improvements. This rating improves the results that Smart Advisor provides.

How to suggest a response as a Smart Advisor article

When you cannot find a relevant answer to a frequent question, you can suggest your response as a Smart Advisor article. After approval, these articles are immediately available to every agent. To make a suggestion, do the following:

Hover the mouse over one of your previous answers.
Click Suggest as article .

Your answer must first be approved by a Bold360 ai knowledge base content manager before it becomes an article. You will not get any notification when your answer is approved.

How to set up the Smart Advisor touchpoint

Smart Advisor provides agents access to the company's knowledge base and offers them answers real-time based on what the visitor is asking in the chat.

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

In the AI Console, go to Touchpoints > Widgets and choose Personalize for the Smart Advisor widget.
Select a URL or knowledge base to customize.

On the Basics tab, change the configuration based on your business needs.

You have the following options:

Name	Description
Display Article Last Update	Select this checkbox to display when an article was last updated and who did the last update in the Smart Advisor. 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.
Display Article Labels	Select this checkbox to display labels associated with an article in the Smart Advisor. Labels can help agents decide if the content of the article is relevant to their query.
Context info	Add the context values to be considered when articles are displayed in Smart Advisor. This controls what content agents can access.
Auto-complete count	Enter the number of suggestions to be displayed in the auto-complete. If you enter 0, auto-complete is disabled. You can display up to 10 articles in the auto-complete.
Comments	Select this checkbox to enable agents to leave comments on existing articles. 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.

On the FAQ tab, set up an FAQ to display in Smart Advisor.
Save your changes.

How to manage localization in the Digital DX AI platform?

One of the most efficient ways to manage translations/localization is to use GeoFluent, which works in search and conversational widgets alike. However, if you do not have a GeoFluent account, you can still use Digital DX AI's built-in translation management feature: as a Knowledge Manager, you can control the localization of individual articles, directly from the Article Editor.

Important:

This solution is limited to search widgets.
You must have at least two knowledge bases set up on your account that are part of the same translation group. Contact your Customer Success Manager to set up additional knowledge bases.

Even though this solution is available in search widgets only, it works in conjunction with auto-translation:

If there is an article in the user's language, then that is presented
If there is no relevant article, then the English KB is searched and the response is translated on-the-fly with Google Translate

To create a localized version of an article, do the following:

In the AI Console, go to Knowledge > Articles.
Open an article that you want to localize.
On the Localization tab of the Article Editor, click Add localization.
From the Choose KB drop-down list, select the knowledge base where you want to create the localized version of the selected article.
Define the appropriate translation for the selected article:
- On the Choose an existing answer tab, you can search for an article in the target knowledge base that contains the translation of your article (if you know there is such an article)
- Otherwise, on the Write Answer tab, you can verify that the translation provided by Google Translate is correct
On the Write Answer tab, add the necessary phrasings to the localized articles and make sure the article is Set Live.
Save your changes.
The Localization tab, now lists all localized versions of the article. The list includes the name of the user who last edited the localized article, the knowledge base that contains the localized article and the title of the article. Click View next to a localization to open the translated version of the article.
Publish the original article to make the localized versions available.

The number of localized versions of an article is displayed on the Articles page:

Digital DX AI: A leader in customer experience and service solutions

The Digital DX AI solution is based on a patented self-learning Knowledge Base, and offers a more effective online customer experience. By generating more engagement for and with websites, and providing a permanently visible customer service widget, Digital DX AI enables constant interaction and access to all possible information about your product, and ensures that customers queries and questions are automatically answered. All this is available in a variety of languages, all across your website and mobile applications, and also enables easy communication for customers with your support center, via chat or email.

Should a query not be satisfactorily resolved following the initial interaction, an in-built escalation system immediately offers customers a further level of customer service, with the query becoming a ticket which will be personally handled by a customer support representative.

Features and benefits include:

Multi-channel support for your customers, 24*7
Automatic language translation, on-the-fly, supporting more than 34 languages
Intrinsic integration with live chat services
Self-learning knowledge base and intuitive ticketing system.

The Digital DX AI solution improves customer engagement on websites, resulting in a significant increase in positive customer experience and satisfaction rates, and online conversion, plus a significant reduction in customer support cost. Digital DX AI allows your customers to stay focused by having all the information readily available, reducing site abandonment.

Step 1: Assigning Users and Roles

There are several roles that together contribute to the daily running and maintenance of your workflow.

The Account Manager: The Account Manager is responsible for monitoring the day-to-day running of the Digital DX AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Digital DX AI interface. Account Managers have full access to the AI Console, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role
The Agent: The Agent can answer tickets by writing new responses or using existing responses, and can suggest ticket answers to be added to the online Knowledge Base. However, the Agent cannot publish new answers to the Knowledge Base, answer "Unanswered Questions", add new answers to the Knowledge Base or view analytics, updates and settings.
The Knowledge Base Manager: The Knowledge Base Manager holds an extremely important role in the AI Console, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the AI system and effective customer service. The Knowledge Base Manager performs their tasks in the Knowledge Base, Search Optimizer and the Publish Answers sections. These tasks include searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, as well as writing new answers, editing existing answers, merging existing answers, adding phrasings to the database and adding synonyms.
The Account Watcher: The Account Watcher observes and monitors the analytics of your site, and uses the data collected for your company's benefit, however the company requires it.
Users in Account Watcher role who also have write permission can create draft articles but cannot publish those, which essentially makes them content managers. Due to this change, existing users in Account Watcher role will not be able to publish articles.

Step 2: Create an Initial Knowledge Base

You can create an instant Knowledge Base from an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Knowledge Base.

Go to Knowledge > Import FAQ.
Result: The Import FAQ tab is displayed.
In the Enter your FAQ URL field, enter the online address (URL) of the FAQ that you wish to import.
In the Context section, specify the page type.
This can be an internal knowledge base page, for your support staff to use, or a public FAQ page.
In the Product ID field, enter the name of the product for this Knowledge Base.
You may have more than one product, each of which requires its own Knowledge Base.

Step 3: Establishing your ticket escalation system

You can either use the existing Digital DX AI ticketing system for escalation of customer service calls or if you already have an existing ticketing / CRM, you can easily forward your Bold360 AI tickets,

Go to Admin Center > Ticketing Settings.
On the Ticketing Basics tab, scroll down to 3rd Party Integration.
Define the support address in Forward all tickets to, where you want to send all tickets.
Click Save Changes.

Step 4: Add the Floating Widget to each page of your website

The Floating widget is an interactive window which allows your customers to ask customer service questions and get instant answers, wherever they are on your website.

The widget is displayed constantly on your site, regardless of which page users browse to, enabling customers to engage at any time. The widget is positioned at the bottom left or right corner and shows answers that correspond to the question and how it is worded, immediately as a customer begins to type a question. The answers come from your Knowledge Base, and help to guide the customers through the sales funnel, or other processes, according to the nature of the question asked.

Note: If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the drop-down list.

The Floating Widget is enabled by default, and can be completely customized, to reflect your brand colors and messaging.

How to enable /disable the floating widget

From within the AI Console, navigate to Touchpoints > Widgets.
Click Personalize under Floating Widget.
Select the Knowledge Base, URL, or domain that you want to change.
On the Advanced tab, select or deselect the Widget Enabled checkbox, as required.
Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 5: Adding the Embedded Widget

The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.

How to enable the Embedded widget

From within the AI Console, navigate to Touchpoints > Widgets.
Choose Embedded Widget and click Get the code.
From the Knowledge Base drop down list shown in the displayed window, specify for which Knowledge Base, URL or domain you are enabling the Embedded widget.
Note: If you have more than one knowledge base, you will need to set up the widget for each knowledge base separately.
Select the widget size, and click Done.
Note: The default size displayed is the recommended size. If you are using IE6 or IE7, select the Support IE6 and IE7 checkbox, download the cdc.html file using the Download cdc.html link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box.
Click Personalize, and specify again for which Knowledge Base, URL or domain you are making this change.
Result: The Settings page for your Widget is displayed.

The Settings page is comprised of several tabs, within each of which you can configure your Widget and personalize the look and feel. Below is a table detailing what you can do in each tab.

Tab	Description
Basic	The main fields in which you can alter or modify the look and feel of your widget.
Texts and Colors	Various fields in which you can change the widget's color and texts, for example, the automatic question, the title and chat and email button texts.
Chat	Various fields which allow you to completely customize all your chat settings.
Advanced	Enables you specify more advanced settings, such as adding a customized footer to all answers, using HTML coding and specifying an action to take place if an answer is escalated.
FAQ	You can specify the nature of the FAQs and how they are selected and displayed. You also have to option to add a separate and customized FAQ list to your Knowledge Base.

Any changes you make are shown in the display of how your widget will look, in the right-hand section of the page. You always need to save your changes for them to take effect, but they will usually do so instantaneously.

Click the Save changes button that is displayed, and then click OK.

The change is immediately shown in the widget on your website.

Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 6: Activate the translation capabilities

Digital DX offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

To activate the translation capabilities, please contact your Customer Success Manager.

Features and Benefits

Language is detected automatically.
Answer content and widget interface are automatically translated.
Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
Allows you to answer foreign language tickets in your natural language.
Offers comprehensive translation analytics.

Dedicated language Knowledge Bases

Digital DX allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

Step 7: Adding the Chat Feature

Digital DX can be integrated with any 3rd party chat provider. Your customers can open a chat from all Digital DX widgets - Engagement Widget, Support Page Widget, Dynamic FAQ, Widget, etc. Customers can simply click on the Chat button to open a chat session, transforming the widget into a proper Chat Interface

Digital DX AI setup

The Digital DX AI platform offers customers chatbot-enabled self-service and introduces Smart Advisor, which provides agents with the best possible answers to customer questions during chat. The chatbot handles customer queries and provides a consistent front-line customer care experience. This way, Digital DX delivers the best of both chatbots and agents to solve customer issues.

Note: This feature is only available with a Digital DXAI platform account.

With your Digital DX AI platform account, you also get access to the Web Admin Console, where you can customize your AI-enabled chat window. Here you can also manage the content of the knowledge base that contains help articles that both the chatbot and the Smart Advisor panel show. The Digital DX AI platform is a service that provides a chat window with AI-enabled customer assistance after it is integrated into Digital DX. The layout of the chat window and the content of the help articles are controlled by the AI Console.

To use Digital DX AI, you must set up a link between the Web Admin Center and the AI Console by creating API keys:

To use the chatbot, create an API key, which connects the Digital DX AI and Agent platforms
To set up channeling, create a Digital DX Agent API access key. Depending on the number of channeling paths, you may have to create multiple Digital DX API access keys.

If set up correctly, customers receive self-service help from the chatbot and agents can use Smart Advisor to answer customer queries. See Smart Advisor: Chatbot-assisted conversations.

About channeling

When your customers request help from a human agent while interacting with the bot, the chat is escalated to a live agent in your organization. In the Web Admin Console (for the AI platform), chat escalation is called channeling. You may set up multiple channels to cater for your customers' needs. For example, you may use different knowledge bases to serve different audiences, in which case you must set up a channel for each knowledge base. With the Digital DX Agent API access key, channel settings are linked to a chat window and during channeling these settings are applied.

Whether customers receive help from the bot or chat with a live agent, they see the same chat window. Customers do not experience any change when a chat is seamlessly transferred from the chatbot to a live agent. They continue the conversation in the same window.

Figure 1. Customer's view when Digital DX AI is activated

How do I add a link to a Bold360 AI answer?

To help your customers find related information, you can add links to other articles in your knowledge base.

In the Article Editor, click on the (link) icon in the answer toolbar to open the Link dialog.
On the Link Info tab, enter the text that you want to display as a link.
Select Article from the Link Type drop-down.
Optional: Select the Link to specific variation checkbox.
When you create a link to an article with multiple variations, by default, Bold360 AI chooses the correct variation based on the context. This option enables you to create a link to a specific article variation yourself.
In the Select an answer field, start typing the title of the article that you want to display once the link is clicked.
Result: A list of matches is displayed.
Select an article.
If you selected the Link to specific variation checkbox, you can find and select a specific variation of an article.

Example:

For an example, we have created this link. Clicking it will direct you to the linked Bold360 AI answer.

How to set the bot to remain active in channeled conversations?

When a conversation is channeled to a live agent, the bot remains active and offers auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.

To enable hybrid conversation, do the following:

In the AI Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
Select the Knowledge Base or URL for your conversational widget.
On the Advanced tab, select Bot suggestions remain active after channeling.
Save your changes.

What are the best practices for ending a conversation with the bot?

Learn how to best set up the end of the conversation with the bot to make the most of the bot experience.

We recommend you provide a way to reengage the bot when your interaction is over, for example, as a response to Goodbye set Happy to help! Say 'hi' again if you need anything.. This way you make it easy for the user to reengage the bot when they come back.

What are the best practices for the bot's introduction message?

Learn how to best set up an introduction message for the bot to make the most of the bot experience.

When the widget is presented, display an introduction that follows these guidelines to set proper expectations:

Let customers know they are chatting with a bot or virtual assistant and not a live person. We recommend you include terms like bot or virtual assistant in the introduction message. Be consistent in how you refer to the chatbot.
Give a few examples or some explanation on what the bot can and can't answer, for example, I understand short and simple questions best.
Tell customers what happens if the bot can't help, for example, they can start a live chat or call customer service, depending on what channeling you have set up.

Making clear that the customer is engaging with a bot and not a human being sets the customer?s expectations and prevents disappointment and frustration. It also encourages the customer to phrase their questions appropriately.

Tip: We recommend adding the introduction message as an FAQ title in the widget configuration, rather than specifying an auto question. An auto question may count as an interaction and therefore engagement and as such could end up in reporting.

How to enable a conversational bot in an account

Before you begin: If this is the first time you are adding a conversational widget to your account, please contact your Customer Experience Manager or Support team to make sure that the knowledge base you are working on is enabled for conversations.

To enable a conversational bot in an account, do the following:

In the AI Console, go to Touchpoints > Widgets.
Under Floating widget, click Personalize.
Select the Knowledge Base or URL that you want to change.
On the Basics tab, make sure that Widget Mode is set to Conversational.
Save your changes.

What is a conversational bot and why do I need it?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

Continuous conversation
Conversational prompts
Dynamic content and personalization
Buttons and selection options
Image Galleries

Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.

Example

Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.

Example

What is a Bold360 AI chat bot?

Bold360 AI delivers a cutting-edge support chat bot solution utilizing the combination of our patented Contextual-Answers technology and proprietary Natural Language Processing (NLP) algorithm.

We enable customers to speak freely and be understood in any language, as if they were speaking to a live agent.

Deploying Bold360 AI's messenger bot as part of our holistic self-service solution creates a seamless, consistent self-service experience across all touchpoints.

Multi-Service Productivity report

Use this report to see how much time agents spend on each type of work item.

For each agent you can see the time spent assigned to different service items in Available, Away, Assigned, or Idle status and a utilization calculation in percentage. It also reports the time spent handling concurrent assignments, and the maximum number of assignments.

Fastpath: report.boldchat.com > New Report > Login > Multi-Service Productivity

Reported data:

Available: Total time logged in as Available.
Away: Total time logged in as Away.
Available (Assigned Time): Total time in Available status with at least one item assigned.
Away (Assigned Time): Total time in Away status with at least one item assigned.
Available (Idle Time): Total time with no assignments (accepted or answered) while Available.
Away (Idle Time): Total time with no assignments while Away.
Available (Utilization): Percentage of time with at least one item assigned while Available.
Away (Utilization): Percentage of time with at least one item assigned while Away.
Working: Percentage of time either in Available status, or with at least one item assigned in Away status.
Multi-assignment: Time spent on more than one simultaneous assignment while Available.
Total Assignment Time: Total time assigned to items counted separately while Available. For example, when an agent works on three chats simultaneously for 20 minutes each then the agent's Available (Assigned Time) is 20 minutes but the Total Assignment Time is one hour.
Assignments: Total number of assignments accepted or answered.
Max Simult: Greatest number of simultaneous assignments (any service type) for the given period.

How can I embed fonts in a Bold360 AI support center or widget?

To use paid font types in your Bold360 AI support center or widget, store them on your server and allow Bold360 AI to access them.

Create a CSS file with font face declarations and store it on a server.
Enable cross-origin resource sharing (CORS) on the server as described here.
Allow access from the following resources:
1. < name of account >.Nanorep.co. For example, if your account name is acme, allow access to acme.Nanorep.co
2. For support centers, allow access to the support center sub-domain URL. For example, if your sub-domain is support.acme.com, allow access to this sub-domain.

How to prevent access to a support center's inner URL

Every article has an inner and an outer URL.

So, for example, you have:

URL # 1: https://support.mysite.com/Contact-us/864734431/Contact-us.htm

An internal iframe URL such as: https://support.mysite.com/Contact-us/864734431/Contact-us.htm
An outer URL (where the iframe is inserted): https://www.mysite.com/en/support#/path/Contact-us/864734431/Contact-us.htm

There are two ways to proceed from here:

Change the contact us page address from the internal URL to the outer URL
Ask your Bold360 AI Customer Success Manager to leverage the option that prevents the opening of a support center iframe as a standalone. Instead, if we detect that the page doesn't have a parent, we automatically redirect to the outer URL. In this option you don't have to change the addresses.

Please get back to us on which option you would rather use.

How do I create support center structure with labels?

Use labels to give structure to your support center home page.

Note: You can only use user-created labels for this purpose. There are built-in labels that are used to indicate the availability of an article, like Offline or Hide from Support Center and the status of an article, if content management workflow is enabled, like Draft and Never Published, etc.

In the AI Console, go to Touchpoints > Support Center.
On the Settings tab, go to the Content section.
Under Navigation Labels, select categories to display as navigation options in your support center, for example, along the left side of the page.
You can change how and where these labels are displayed by adjusting the support page templates.
Under Homepage Labels, select categories to display on your home page, for example, in the main body of your site.
You can change how and where these labels are displayed by adjusting the support page templates.

Example:
Save your changes.

How can I add icons to labels in the support center?

You can add three icons to your support center labels: main, hover and active.

By default, if a label has a main icon only, it is used as the hover and active icon as well.

In the AI Console, go to Touchpoints > Support Center.
Select the support center and on the Settings tab, go to the Content section.
Select Manage labels.
On the Content labels dialog, choose the label you want to edit or create a new one.
Choose for Main Icon and upload an image.
Example:
Optional: If you'd like to show different icons for active or hover, unselect Use main icon and upload an icon.
Example:

Note: For these fields to affect the support center, PSO work is needed (for new customers this will work automatically).

How do I order labels and sub-labels in the support center?

Set the order of labels and sub-labels shown in your support center.

In the AI Console, go to Touchpoints > Support Center > Settings.
Scroll down to the Content section and select Manage Labels.
Result: A list of labels is displayed.
Under Manage All, drag and drop to set the order of the labels.
In the Edit section, you can customize how a label is displayed.
You can also set an active and a hover icon for each label.
Save your changes.

Example:

How to redirect an iframe URL in support center

If your address for the support center is www.myaccount.com/helpcenter then all the rest of the address is being populated into the iframe's URL.

This means that www.myaccount.com/helpcenter/label would become help.myaccount.com/label.

To setup redirection, do the following:

In the AI Console, go to Touchpoints > Support Center.
Choose the support center that you want to modify.
On the Redirect URLs tab, select Add Value.
In the URL From field, enter the source URL.
Tip: To redirect an article URL, use the following syntax in the source URL: */articleID/*.
In the URL To field, enter the URL you would like to be displayed.
Choose Save Changes.

The URL in the URL From field will return a 301 (redirect) as HTTP response when the page is visited.

GenesysDX 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!

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?

How to set up an SSL-secured support center

How to set up an SSL-secured support center

List of cookies used by Digital DX

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

IP addresses for the sign in service

Email addresses for the sign in service

Third-party IP Ranges

Email Domains

Allowlists

Configure the Genesys DX Product Authentication Service as SSO service provider

Integrate a chatbot into Genesys DX

Monitor your outreach campaign

Monitor your outreach campaign

Create your first proactive outreach campaign

Create your first proactive outreach campaign

How to differentiate customer experience

How to manage an existing outreach

Build a successful Acquire campaign

Build a successful Acquire campaign

Why would you define an outreach campaign

What is Smart Advisor?

What is Smart Advisor?

Onboarding Cards

FAQ

Context

Article Information

Labels

Articles with Links

Comments

Article Suggestion

Confidential Content

What is Smart Advisor 2.0?

What is Smart Advisor 2.0?

Support Center Customization

Support Center Customization

What are Bold360 AI contextual answers?

What are Bold360 AI contextual answers?

How do I set up contextual answers?

How do I define an article's context?

How do I define an article's context?

Frequently Asked Questions for Admins

Frequently Asked Questions for Admins

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