Platform_agent Articles

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Fastpath: report.boldchat.com > New Report > Chat > ACD Summary

Includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat.

Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same agents more than once, it nonetheless shows in the report as one chat.

Offered
Chats started from a clicks or invites.
Abandoned
Chats started and ended but never answered.
1st Answer
Chats answered the by the first agent it is assigned to.
Reassigned
Chats reassigned from the agent it had been assigned.
ASA
Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.
AMC
Average Message Count for answered chats.
Max #
Maximum size of chat queue.
Max Time
Maximum wait time for any abandoned or answered chats.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment
Offered
All chats assigned to an agent or department.
Answered Chats
All chats answered by a live agent.
Transferred
All chats transferred by an agent or ACD.
ACT
Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC
Average Message Count for answered chats that were transferred.
ASA
Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Facebook Messenger Login reports

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

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

Trouble logging in 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.

Chat reports involving a chatbot

For Digital DX AI subscribers, some report data include conversations with the chatbot. To understand the impact of conversations that involve the chatbot, the following must be considered.

  • Available means that a live agent was available for chat when the conversation started. Any conversation where the customer only chats with the bot are disregarded from reports on availability.

  • Unavailable counts chat button clicks when no one is logged in as available. Since the chat bot is always available, this number will always be 0 for chats channeled from the bot. When counting unavailable agents, Digital DX checks specifically for ChatType 3, whereas bot chats are of ChatType 8 ("API initiated").
  • A chat is Created when the customer opens the chat window. Hence any report detail that calculates time from chat creation includes conversations with the bot.

  • A chat is Started when the bot answers the customer. When the customer requests help from a live agent and fills in the pre-chat form if there is one, then Start time of the chat is reset.

  • A chat is Abandoned in the following cases:

    • the customer opened the AI chat window but did not chat with the bot.
      Note: When the customer opens an AI chat window, the chat is assigned to the bot operator. Therefore, those reports that filter out the bot operator, will not include this chat.
    • the chat was transferred from the bot to a live agent and the customer was presented with a pre-chat form but the window was closed without filling in the pre-chat form. In this case, the chat is not assigned to an operator, so it appears as <None> in the Operator column of reports grouped by Operator
  • An Unanswered chat was never answered by a live agent. Unanswered chats include all conversations where the customer chatted with the bot but the conversation was never transferred to a live agent.

  • Unanswered Time also includes all conversations where the customer chatted with bot but the conversation was never transferred to a live agent.

  • Conversations with the chatbot are also included in the Average Message Count (AMC).

  • Average Speed to Answer (ASA) calculates time from chat Started to Answered by a live agent. Conversations with only the bot are disregarded.

  • Average Chat Time (ACT) for answered chats does not include time when the customer chatted with the bot. It only considers time from the live agent accepting the chat to ending the chat.

The following reports are affected by conversations with the chatbot:

Service-Level Analysis report

See a quick report on the customer support your agents provide.

Fastpath: report.boldchat.com > New Report > Chat > Service-Level Analysis

Answered

See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Unanswered

See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Chat Duration

See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Average Time in Queue

Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or agent. Each column is an amount of time. For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

  • Time in queue represents the time from when the customer initiates a chat request (or submits a chat form) until the chat is assigned to an agent, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the agent
  • Results also include closed chats (abandoned, not assigned)
  • The Immediate column includes chats that enter the queue and are assigned in less than 2 seconds
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual agent's or department's queue for chats that are reassigned, you must filter by agent or department
  • When filtering by agent and grouping by Last Operator, time values represent time in the filtered agent's queue, not the last agent's queue
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

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.

How to use reporting in Digital DX

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the Desktop Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The Desktop Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

For detailed information on reports, see the complete list of Digital DX reports.

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?

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.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

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.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat 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.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. 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: log in as Available or Away, log out.

Report availability: Enterprise

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.

FB Messenger Assignment Status Summary report

This report provides the status of new messenger assignments assigned in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended assignments.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Status Summary report

This report provides the status of new conversations created in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended conversations.

This report provides the status for new messages created in the date range specified. All new messages are accounted for in one of the categories to the right of the New column.

Dates with no new, answered, or closed messages are not displayed on the report. The first date in this report indicates the status of all text messages prior to the date range specified.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger 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. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger 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 Unanswered
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

FB Messenger Activity Summary report

The 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. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger 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 Unanswered
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

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 Login reports

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

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

Reports' availability: Enterprise

Email Login Summary

See the amount of time that your agents spent logged in to BoldChat 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.

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 BoldChat 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. A breakdown by BoldChat client application is also included.

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.

Ticket Login Reports

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

Ticket Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tickets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Ticket Available - Total
The total time the operator spent in available status.
Ticket Available - .NET
The total time the operator spent in available status in the Desktop Client.
Ticket Available - Web
The total time the operator spent in available status in Agent Workspace.
Ticket Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Ticket Away - Total
The total time the operator spent in Away status.
Ticket Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Ticket Away - Web
The total time the operator spent in Away status in Agent Workspace.
Ticket Away - Mobile
The total time the operator 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.

Ticket Login Details

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

Reported data:

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

Twitter Login Reports

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

Twitter Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tweets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Twitter Available - Total
The total time the operator spent in available status.
Twitter Available - .NET
The total time the operator spent in available status in the Desktop Client.
Twitter Available - Web
The total time the operator spent in available status in Agent Workspace.
Twitter Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Twitter Away - Total
The total time the operator spent in Away status.
Twitter Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Twitter Away - Web
The total time the operator spent in Away status in Agent Workspace.
Twitter Away - Mobile
The total time the operator 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.

Twitter Login Details

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

Reported data:

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

Chat Summary report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Fastpath: report.boldchat.com > New Report > Chat > Chat Summary
Note: You can download chat transcripts with the Digital DX API as described in the Digital DX Developer Center.

Reported data:

Total Clicks
All clicks of the chat button plus all accepted invitations.
Unavailable
All chats already in created status where chat was unavailable because of agent availability, hours of operation, or queue size limits. For information on chat statuses, see What is chat lifecycle?
Blocked
All clicks on chat buttons by those customers who have been blocked. See How to block customers during chat in the Agent Workspace.
Abandoned
All chats in created status that were not started, blocked, or unavailable (as described above). Most commonly, these are customers who were shown the pre-chat survey but failed to complete it.
Unanswered Chats
Chats that were started but were never answered. This happens either because the customer closed the chat window while waiting for an agent, or because the chat reached the Unanswered by agent timeout limit. You can set this timeout on the General tab of your chat window configuration. See How to set up timeout for unanswered chats.
Answered Chats
All chats that a live agent accepted and were moved to answered status.
AMC
Average Message Count for answered chats.
Unanswered Time
Time in queue for unanswered chats. Calculated as "chat ended" time minus "chat started" time for unanswered chats.
ASA
Average Speed to Answer for answered chats. Calculates the average time from chat started to answered by a live agent.
ACT
Average Chat Time for answered chats. Calculates the average time from the first agent answering a chat until it ends. ACT is measured for the final agent only.

If you need to look more closely at chat activity, use the Agent Activity report.

You can group and filter the report several ways in order to see the data from different perspectives.

When grouping by agent, note the following (for chats answered by multiple agents):

  • <None> in the Agent column represents chats that have not been assigned to an agent. This generally occurs if either agents were unavailable or the chat was abandoned and was never assigned to an agent.
  • All actions are reported as if executed by the final agent who answered the chat
  • The Answered value represents the number of chats for which an agent was the final assigned agent
  • The Answered Time of the first live agent handling the chat is counted toward the ASA calculation of the final agent who handled the chat

Department filters:

  • Department (operator membership) - Shows chats where the assigned agent or operator is a member of the selected department. For agents who are members of multiple departments, this also includes chats that were not assigned to the selected department, but to another department of the agent.
  • Department (initial assignment) -Shows chats where the first assignment was the selected department
  • Department (final assignment) - Shows chats where the last assignment was the selected department
  • Department (any assignment) - Show chats where the chat assignment history has assignments to the selected department
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific agent. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an agent.
      • When ACD is on and a chat is assigned to an offline department but not to an agent. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.) An offline department is where ACD cannot assign chats to agents because there are no agents currently available (they are away, their concurrency limit is reached, or the chat was started outside business hours).

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandoned - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Where to find customer information in the Agent Workspace

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

  • Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
  • In Monitor View, select a chat and click Show info at the top of the information panel on the right


    Figure 1. Operator's experience in Monitor View
  • In the Agent Workspace, click Show info next to the customer's name in compact view


    Figure 2. Operator's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, Operators can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name
The name of the customer as entered on the pre-chat form.
Email
The email address of the customer.
Phone number
The phone number of the customer as entered on the pre-chat form.
Customer Info
Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref
Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID
The Bold360-assigned unique identifier of the customer.

Location

City / region
The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country
The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question
The first question that the customer asked.
Custom fields
Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department
The Bold360 department of the chat, email, or message work item.
Folder
The folder that stores the conversation between the customer and the Operator over a specific communication channel.

Info

Chat ID
Bold360-assigned unique identifier for each chat.
Visit ID
Bold360-assigned unique identifier for each site visit.
IP Address
The IP address of the customer.
Reverse IP Address
The host name associated with the customer's IP address.
Website
The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.
Client type
Client type of the chat that the chat assignment belongs to.
Chat Launch URL
The URL of the website where the customer started the chat.
Current URL
The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.
Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason
Displays the reason the chat ended:
  • Unknown - There is no specific reason for ending the chat
  • Agent - Operator ended the chat
  • Customer - Customer manually ended the chat
  • Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
  • Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created
Time and date when the customer clicked the chat button. Available for chat and message channels.
Started
Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered
Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered
The time and date when the last assigned Operator answered the chat or email. Available for chat and message channels.
Updated
The last time the chat was updated. Available for chat and message channels.
Total response time
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent Operator reply. When there are multiple customer messages before the Operator's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed
Time when the customer closed the chat window. Available for the chat channel.
Closed
The time and date when the work item was closed. Available for chat and message channels.
Ended
Time when the chat ended. Available for the chat channel.
Flagged
Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language
Language of the Operator as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages
Number of messages the Operator has sent. Available for chat and message channels.
Customer messages
Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages
Number of customer-sent messages received since the last Operator message. Available for chat and message channels.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator. Available for chat and message channels.

Post-Chat form

Net Promoter Score
Displays the Net Promoter Score (NPS) of the Operator on a 1 to 10 scale as evaluated by the customer.
Responsiveness
Displays the level of responsiveness of the Operator on a 1 to 5 scale as evaluated by the customer.
Professionalism
Displays the level of professionalism of the Operator on a 1 to 5 scale as evaluated by the customer.
Knowledge
Displays the level of knowledge of the Operator on a 1 to 5 scale as evaluated by the customer.
Overall
Displays the level of overall satisfaction of the customer with the Operator on a 1 to 5 scale.
Comments
Comments of the Operator about the customer on the post-chat form.
Experiments
The experiments in which the customer participates.

Wrap-up

User category
The User category that the Operator selects in the post-chat form.
Status
Status of the customer as selected by Operator in the post-chat form.
Custom field 1
The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2
The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Building a successful Acquire campaign in Bold360 or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name
Name of the outreach activity (campaign) that started the chat.
Action
Name of the action in the outreach activity that was triggered.
Criteria
Displays the outreach activity's rules.

How to transfer a message in the Agent Workspace

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

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

    Result: You are prompted to select an Operator or department.

  2. Select the receiving Operator or department and click Transfer.

    Result: The message is transferred and removed from your workspace (the column closes).

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 Operators.

Transfer messages while monitoring sessions

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

  1. To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
  2. Select a message on the Queued, or Assigned to Agent tab.

    Result: You can select multiple messages to transfer.

  3. Click Assign to... and select an Operator 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 Operator.

  4. Click Transfer.
    Note: When you transfer a message to an Operator, make sure their workload allows them to take an additional message. The number next to an Operator's name represents their current tasks, excluding emails.
You can also transfer the message to yourself by clicking Assign to me.

How to set text size for conversations in the Agent Workspace

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. Start a chat with a customer.
  3. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.


    The text size panel is displayed at the top of your chat panel.

  4. Set the new text size.
The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

Set agent permissions: Create or edit a permission group

Use permission groups to set the features and folders your agents can access. An agent's permissions depend on the rights and restrictions set for the group to which they are assigned.

  1. Create or edit a permission group, as follows:
    1. In the Web Admin Center, go to Organization > Permission groups. The Permission Group Management page is displayed.
    2. Select an existing permission group or click Create New.

    Result: The New/Edit Permission Group page is displayed.

  2. On the Account tab you can set the following permissions:
    Option Description
    Access agent list in monitor view Allow group members to view agents' workload in Monitor View.
    Access Audit Log Allow group members to view audit logs of the Admin Center on the General > Audit Log page. See View changes in the Admin Center.
    Access Automatic Chat Distribution Settings Allow group members to change settings on the Channel > Chat > Automatic Distribution page in the Admin Center. See How to automatically activate chats (Automatic Chat Distribution).
    Access Automatic Email Distribution Settings Allow group members to access the Channel > Email > Automatic Distribution page in the Admin Center. See Set up automatic distribution for email.
    Access Automatic Messaging Distribution Settings Allow group members to change settings on the Channel > Messaging > Automatic Distribution page in the Admin Center. See Set up automatic distribution for messaging.
    Access Data Retention Settings Allow group members to change settings on the General > Data Retention and General > Data Protection pages in the Web Admin Center. See Data Protection.
    Access Login Control Settings Allow group members to change settings on the General > Login Control page in the Web Admin Center.
    Access Mobile Dashboard Allow group members to log in to the Mobile Dashboard.
    Change Another Agent's Status Allow group members to change the availability of other agents in the Agent Workspace.
    Change Website Data Validation Settings Allow group members to change the website data validation settings when setting up a website on the Organization > Websites page in the Admin Center.
    Edit Agent Workspace Settings Allow group members to change the settings related to the functionality of the Agent Workspace.
    General Account and Restrictions Settings Allow group members to change the following account settings in the Web Admin Center:
    • Invitation settings
    • PIN invitation settings
    • Regional settings
    • General account restrictions
    • Singe Sign On settings
    • API key and trigger settings
    • Geofluent auto-translation settings
    Generate Chat Button HTML Allow group members to generate chat button HTML when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page. See Generate chat button HTML.
    Generate Conversion Tracking HTML Allow group members to generate conversion tracking HTML code when setting up conversion codes on the Customers > Conversion Codes page. See Set up conversion tracking.
    Generate Customer Monitor HTML Allow group members to generate Customer Monitoring HTML code when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page.
    Have Plugins Enabled Not in use.
    Modify Folders Allow group members to modify folders for chat, email, messaging, and Canned Messages.
    Replace Canned Messages Allow group members to replace Canned Messages in the desktop client.
    Setup Rules Engines Allow group members to set up rules for managing incoming chats or visits on the following pages:
    • Channels > Chat > Routing Rules
    • Channels > Messaging > Routing Rules
    • Channels > Email > Routing Rules
    See Manage incoming chats according to rules (Chat Rules Engine).
    Use Email Signatures Setup Allow group members to define email signatures when setting up an email account on the Channels > Email > Email Account page. To add a signature, select Outgoing email footer on the Format and content tab. See Set up an email account.
    Use Personal Canned Messages Allow group members to change settings on the Setup > My Canned Messages Setup page in the Digital DX Desktop Client.
    View Assignment History Allow group members to view the assignment history of work items both in their workspace and in Monitor View. See How to find customer and assignment history.
    View Dashboard Allow group members to log in to the Dashboard. See Monitoring your Organization (Dashboard).
    View Workspace Allow group members to log in to the Agent Workspace.
    View/Undelete from Recycle Bin Allow group members to manage the recycle bin by clicking View list of deleted items where available on Web Admin Center pages. See Data Retention Options.

    Enterprise and Premier subscribers may see additional permissions.

  3. On the Actions tab, set permissions controlling group members' use of specific features within the following major feature sets:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Remote Access
    • Reports
  4. On the Setup tab, set permissions controlling group members' ability to set up entities in the following categories:
    • ActiveAssist (cobrowse bookmarks)
    • APIs (API settings, integration API triggers)
    • Chats (chat buttons, Canned Messages, categories, custom fields, statuses, chat windows, floating chat buttons)
    • Contacts (categories, custom fields, statuses)
    • Customers (conversion codes)
    • Emails (categories, custom fields, statuses, accounts, email redirects)
    • General (agent statuses, agents, departments, integrations, knowledge bases, permission groups, salesforce connectors, spell checkers, websites)
    • Invitations (auto-invite rulesets, custom chat invitations)
    • Messaging (Canned Messages, categories, custom fields, SMS accounts, statuses)
    • Tickets (categories, custom fields, statuses)
    • Twitter (categories, custom fields, statuses, accounts)

    Enterprise and Premier subscribers may see additional permissions.

  5. On the Folders tab, set permissions controlling group members' ability to manage folders for the following:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Reports
    • Tickets
    • Twitter

    Enterprise and Premier subscribers may see additional permissions.

  6. On the Departments tab, control group members' ability to see operators and departments outside of their own.
    • Not Visible. Members can neither see nor transfer items to the department and its operators.
    • Department Visible. Members can see and transfer items to the department, but not its operators.
    • Operators Visible. Members can see and transfer items to the department and its operators.
  7. To make the permission group default for all subsequently created agents, click Set as default on the Account settings tab.
  8. Save your changes.
Remember: To assign an agent to permission groups, go to Organization > Agents > Agent Information.

What are best practices for using permission groups?

Digital DX offers two out-of-the-box permission groups. Our best practice recommendation is to review, and edit or add additional permission groups. Permission groups should be customized based on an organization's needs to allow different groups to setup what each user is allowed to do in Bold360 Agent. These can apply to agents or departments within an organization.

With as flexible as our permission settings are, the best approach is to think of different personas (agents, admins, supervisors, reporting analysts, content managers, and so on) and creating permissions that suit this persona. For example, you wouldn't want to give an agent access to setup and you wouldn't want reporting teams to be able to set themselves as available in the queues.

Our out-of-the-box permission groups (Administrator and Operator) are simply starting places, and we recommend reviewing and customizing them to fit your organization's needs. Create permission groups to prevent cherry picking of chats, emails, and so on by limiting visibility into the queue and specific folders, allow remote control/co-browse, create different groups with different abilities for different positions (agents, supervisors, team leads, managers, admins, developers), prevent transferring work items to individuals and only allow to do so at department level.

Operator Reports

View reports on your agents' performance.

Fastpath: report.boldchat.com > New Report > Chat > Operator Reports

Survey report

Get an overview of how satisfied chatters are with the service your agents are providing. Provides an agent by agent view of performance on a variety of key indicators. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. Reports cannot display customer feedback and comments.

All actions are reported as if executed by the final agent who answered the chat.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
ASA
Average Speed to Answer for answered chats. Calculates time from when the chat started to the time it was answered by an agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
Surveys
The number of post-chat surveys that customers at least partially completed.
Survey %
The ratio of submitted post-chat surveys to all chats in percentage.
Response
Customer's evaluation of the agent's responses.
Professionalism
Customer's evaluation of the agent's professionalism.
Knowledge
Customer's evaluation of the agent's knowledge.
Overall
Customer's overall evaluation of the agent.

Survey NPS report

This report provides an agent by agent view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score or NPS? is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives and Detractors. This report can be filtered allowing different views of data.

All actions are reported as if executed by the final agent who answered the chat. NPS values are for those agents who handled chats last.

Report availability: Web only.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
Surveys
The number of post-chat surveys customers submitted.
%Detractors
The percentage of detractors who gave an NPS score of 0-6.
%Passives
The percentage of passive customers who gave an NPS score of 7 or 8.
%Promoters
The percentage of promoters who gave an NPS score of 9 or 10.
NPS
The NPS score of the agent based on customer evaluation, which is the displayed in the 0 - 10 report columns.

Activity report

Get an overview of the chat volume handled by your agents. For a total number of chats offered, see the number and percent that were answered vs. missed. A missed chat occurs either because the agent did not answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the average speed of answer, average duration of answered chats, the average message count, and the average amount of time it took the agent to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways.

Note: The value of Chats Offered increases each time a chat is assigned. A single chat can be assigned multiple times; the value of Chats Offered is not necessarily the same as the actual number of chats.

Report availability: Enterprise, Premier

Reported data:

Chats Offered
All chats offered to the agent.
Answered
The number of chats the agent answered.
Answered %
The percentage of chats that the agent answered.
Missed
The number of chats the agent did not answer.
Missed %
The percentage of chats that the agent did not answer.
Reassigned Chats
The number of chats that were transferred to other agents without the current agent answering them.
Reassigned %
The percentage of reassigned chats.
Abandoned Chats
The number of chats that ended without the agent answering them.
Abandoned %
Percentage of abandoned chats.
AASA
Assignment Average Speed to Answer for answered chats. Calculates time from when the agent received an assignment to the time the assignment was answered. AASA includes chats that either Automatic Distribution assigned to the agent or when the chat was transferred from another agent. AASA excludes assignments that the agent manually took from queue. See How to manually start chatting with the next customer in queue in the Agent Workspace.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average message count for answered chats.
ART
Average time for agent to respond to a customer's message.

Productivity report

Get an overview of how busy your chat agents are. Provides an agent by agent overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.

Report availability: Enterprise, Premier

Reported data:

Operator
Name of the agent.
Available
Total time logged in as Available.
Away
Total time logged in as Away.
Available (Chat Time)
Total time in at least one chat while logged in as Available.
Away (Chat Time)
Total time in at least one chat while logged in as Away.
Available (Idle Time)
Total time not in chat while logged in as Available.
Away (Idle Time)
Total time not in chat while logged in as Away.
Available (Utilization)
Percentage of time in chat while logged in as Available.
Away (Utilization)
Percentage of time in chat while logged in as Away.
Working
Percentage of time either logged in as Available or logged in as Away but being in chat.
Multi-Chat
Time with more than one simultaneous chat while available.
ART
Average time for agent to respond to a customer's message.
Chats/hr
Average number of chats answered per hour.
Max Simult
Greatest number of concurrent chats for the given period.
Avg Simult
Greatest number of concurrent chats for the given period.

Custom Survey report

Provides an agent by agent view of performance on the default post-chat and custom pre/post-chat survey fields. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included.

Custom Wrap-Up report

Report availability: Web only

Provides an overview of data collected on custom wrap-up forms. Results are grouped by agents.

How to start a co-browse session

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Agent:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (agent unable to click links for customer)
    • Mac ? Safari (agent unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. Activate a chat.
  2. Click the Co-browse icon.

    Result: The customer is prompted to allow co-browse.

  3. The customer must click Yes.

    Result: The co-browsing session begins.

    Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
    Restriction:
    • Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
    • Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

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.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat 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.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. 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: log in as Available or Away, log 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.

How to run Digital DX Agent reports

Use Digital DX reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Note: For detailed information on reports, see the complete list of Digital DX reports in the navigation tree on the left.
  1. Click New Report in the top-right corner.
  2. Select a report from the list on the left.
  3. Select the date range of your report on the right.
  4. From the drop-down list next to the date picker, select how you want to group your report.
  5. Click Run Report.

What can you do after running reports?

View description of report columns

Once your report runs, you can see the category or column definitions at the bottom of the page under Result category definitions.

Export reports

You can export reports to .CSV, .XLS, or .PDF by clicking the gear icon in upper-right corner.

Create report templates

You can create report templates for later use. See How to create report templates.

Re-run reports

To change the filters and groupings of the report, click Re-Run. After updating your report settings, click Run Report.

View a quick snapshot
Click the Snapshot tab at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of Digital DX activity for folders the active user has permission to access.
View recent reports
The Reports tab at the top of the page displays a list of recently generated reports.
Schedule reports
Use the Schedule tab at the top of the page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses. See How to schedule reports.

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandon - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Messaging Apps Login reports

See the amount of time that your agents spent on handling messages over messaging apps.

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

Messaging Apps Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Messaging Apps. 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.
Messaging Apps Available - Total
The total time the agent spent in available status.
Messaging Apps Available - .NET
The total time the agent spent in available status in the Digital DX Desktop Client.
Messaging Apps Available - Web
The total time the agent spent in available status in Agent Workspace.
Messaging Apps Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Messaging Apps Away - Total
The total time the agent spent in Away status.
Messaging Apps Away - .NET
The total time the agent spent in Away status in the Digital DX Desktop Client.
Messaging Apps Away - Web
The total time the agent spent in Away status in Agent Workspace.
Messaging Apps 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.

Messaging Apps Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Messaging Apps. 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.

Customize a layered chat window

Adapt the look and feel of your chat windows to your design and locale.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

You can customize the following interface elements:

  • Window texts, messages and labels
  • Colors
  • Logo and images
  • Layout and custom events

You can use key chaining to reuse values for related elements.

Layout overview


A layered window has the following variables of individual elements:

  1. General Text Color
  2. Header Font Color
  3. Header Background Color
  4. Operator Message - Message - Font Color
  5. Operator Message - Name - Font Color
  6. Operator Message - Time - Font Color
  7. Operator Message Background Color
  8. Customer Message - Message - Font Color
  9. Customer Message - Name - Font Color
  10. Customer Message - Time - Font Color
  11. Customer Message Background Color
  12. Button Font Color
  13. Link Font Color
  14. Required Font Color
  15. Message Input Font Color
  16. Message Input Background Color
  17. Button Background Color
  18. Message Input Container Background Color
  19. Content Background Color (R,G,B)

Overview of customization setting groups

The following table describes the key areas that you can customize for layered chat windows in Digital DX:

Main group - Key group Description
Layered - Basic > AutoAnswers Defines Auto Answers messages for your customer self-service. For more information, see Auto Answers: Customer self-service.
Layered - Basic > Colors Defines the color scheme of your layered chat window. For more information, see Colors (Layered - Basic).
Layered - Basic > Other Defines the default customer name, submit button caption and welcome message.

The default customer name is displayed when a pre-chat form is not available or the customer does not provide a name.

Layered - Basic > Window Defines the size and title of the chat window.
Layered - Chat page > Buttons Defines the button caption for ending the chat session.
Layered - Details > ACD Defines messages that the Automatic Distribution system displays to customers while they are waiting for an agent in queue.
Layered - Details > ActiveAssist Defines messages for the customer before and during co-browse sessions.
Layered - Details > Buttons Defines the button captions for closing the chat window, sending a message, submitting a form, as well as button captions related to video sessions.
Layered - Details > Chat Frame Defines captions, labels, and icons of the chat window.
Layered - Details > Chat Transcript Defines labels of the chat transcript dialog.
Layered - Details > Chat Window Defines system messages in the chat window.
Layered - Details > Colors Defines additional color schemes for your layered chat window. For more information, see Colors (Layered - Details).
Layered - Details > Includes Defines CSS styles for the chat window and for the page where the chat window is displayed.
Layered - Details > Miscellaneous Various labels and messages related to unavailable agents, video chats, auto-translated messages, and basic action buttons, such as Yes, No, OK, and Cancel.
Layered - Details > Post Chat Survey Defines button captions and labels on the post-chat form.
Layered - Details > Pre Chat Survey Defines button captions and labels on the pre-chat form.
Layered - Details > Remote Control Defines button captions, labels and messages when the customer is in a remote control session.
Layered - Details > Unavailable Email Defines system messages and labels for the email that customers can send when chat is not available.
Layered - Post chat > Buttons Defines the button caption for sending the post-chat form.
Layered - Pre-chat > Buttons Defines the button caption for starting the chat session from the pre-chat form.
Layered - Unavailable email > Buttons Defines the button caption for closing the chat window after the customer sends an email when chat is not available.

Window texts, messages, and labels

Window texts, messages and labels can be customized per language. See also Provide a chat window in multiple languages.

Colors (Layered - Basic)

Define the basic color scheme of layered windows.

Tip: As a general rule, variable names reflect the name of the corresponding key. For example, you can refer to the Header Font Color key with the header_font_color variable.
Key Variable and default value Description
Button Background Color button_background

Default: #01A5EE

The background color of buttons in the chat window, such as the Send and Start Chat buttons.
Content Background Color (R,G,B) content_background_color

Default: 35, 35, 35

The background color of the inner chat window, where customers see the messages.
Content Background Transparency background_transparency

Default: 0.65

The transparency of the inner chat window.
Customer Message - Message - Font Color visitor_message_font_color

Default: #000000

The color of the customer's message.
Customer Message - Name - Font Color visitor_message_sender_color

Default: #FFFFFF

The color of the customer's name.
Customer Message - Time - Font Color visitor_message_sent_color

Default: #FFFFFF

The color of the time stamp when the customer sent the message.
Customer Message Background Color visitor_background

Default: #3DC8F3

The background color of the customer message container.
General Text Color text_color

Default: white

The color of system messages and labels.
General Text Font text_font

Default: sans-serif

The font family of system messages and labels.
General Text Size text_size

Default: 1em

The font size of system messages and labels.
Header Background Color header_background_color

Default: #01A5EE

The background color of the chat window's header.
Header Font Color header_font_color

Default: #FFFFFF

The color of the label in the chat window's header. To change the label of the chat window, go to Layered - Basic > Window > Window Title.
Message Input Background Color message_input_background

Default: #FFFFFF

The background color of the input field, where customers type their messages.
Message Input Container Background Color message_input_container_background_color

Default: #232323

The border color of the message input field and the Send button at the bottom of the chat window.
Message Input Font Color message_input_font_color

Default: #000000

The color of customer messages as they type.
Operator Message - Message - Font Color operator_message_font_color

Default: #E7E7E7

The color of agent messages.
Operator Message - Name - Font Color operator_message_sender_color

Default: #B2B2B2

The color of the agent's name.
Operator Message - Time - Font Color operator_message_sent_color

Default: #3DC8F3

The color of the time stamp when the agent sent the message.
Operator Message Background Color operator_background

Default: #232323

The background color of the agent message container.

Colors (Layered - Details)

Key Variable and default value Description
ActiveAssist Activity Background Color aa_background

Default: ${form_background}

The background color of the message that describes the co-browse activity.
ActiveAssist Activity Font Color aa_color

Default: ${text_color}

The color of the message that describes the co-browse activity.
ActiveAssist Message - Message - Font Color aa_message_font_color

Default: ${operator_message_font_color}

The color of co-browse system messages.
ActiveAssist Message - Name - Font Color aa_message_sender_color

Default: ${operator_message_sender_color}

The color of the agent's name who started the co-browse session.
ActiveAssist Message - Time - Font Color aa_message_sent_color

Default: ${operator_message_sent_color}

The color of the time stamp when the agent started the co-browse activity.
ActiveAssist Message Background Color aa_message_background

Default: ${operator_background}

The background color of the co-browse message container.
Button Font Color button_font_color

Default: ${text_color}

The color of button labels.
Dialog Background Color dialog_background

Default: ${text_color}

The background color of dialogs, such as when the agent asks the customer for remote control permission.
Dialog Button Font Color dialog_button_font_color

Default: ${text_color}

The color of the button labels in chat window dialogs.
Dialog Cancel Button Background Color dialog_cancel_background

Default: ${form_background}

The background color of the Cancel button in dialogs.
Dialog Font Color dialog_font_color

Default: ${form_background}

The color of dialog texts.
Dialog OK Button Background Color

Show a different chat button image when agents are available/unavailable

To ensure that customers are properly informed about agent availability, you can choose to show a specific chat button image when at least one agent is available and another (or none) when no agents are available.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab in the Display section under When Unavailable, choose the expected behavior when no agents are available:
    • Show Unavailable Button: When no agents are available, the Unavailable chat button is displayed to customers as displayed on the Preview pane.
    • Show No Button: When no agents are available, no button is displayed to customers.
    • Show Available Button: When no agents are available, the Available chat button is displayed to customers as displayed on the Preview pane.
  3. You can also select a custom image for your available and unavailable agents that customers can see. To do so, select the Custom image source and enter the available and unavailable chat image URLs into the corresponding fields.
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Customize chat button appearance, position, animation

Change the look and behavior of your chat button.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. To change your chat button's appearance, go to the Settings tab under Display.
  3. For floating chat buttons you have these additional options:
    • To control where your floating chat button displays on the customer's browser page, go to the Settings tab under Positioning
    • To control how your floating chat button is animated when shown to the customer, go to the Settings tab under Animation
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set a chat button to be shown in specific countries

You can set chat buttons to be shown to customers in specific countries.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. At the bottom of the Settings tab, under Locale, clear the checkbox for Show to all countries.
  3. Select countries to include or exclude.
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Associate chats (a chat button) with a department

Associate a chat button with a department to allow chats originating from the button to be tagged with department metadata, which can then be used to assign and organize chats.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab, choose the Department to associate with the chat button.
  3. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set the chat window seen by customers

To choose the actual interface seen by customers upon clicking a chat button, you must associate your chat button with a chat window.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab, choose the Chat Window to associate with the chat button.
  3. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Provide a chat window in multiple languages

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Multi-language set-up for chat windows is part of the customization procedure.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Customization tab under Languages, choose the languages in which you want the chat window to be made available.
  3. Set a Primary Language.

    The primary language is shown to customers when no translation is available in their own language.

    Example: For example, if English is your default language, a customer from Poland sees the chat window in English unless you specifically select Polish as a provided language and add a Polish translation.

  4. Customize the window and translations, as follows:
    1. Select an item under Main group > Key group > Key.
    2. Under Edit Content, choose the language you want to edit.
    3. Change the text or settings.
    4. Continue making other changes.
    5. Save your changes.
    Remember: Digital DX provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.
  5. Save your changes.
Can I allow customers to choose a language on the pre-chat form?
Yes. Go to Channels > Chats > [New Chat Window] > Pre-chat form > Standard Fields > Language Selector.
How does Digital DX know which language to show to a customer?
Customer language is determined as follows:
  • Selection made by the customer on the pre-chat form (stronger than all other parameters)
  • Language parameter passed by the HTML snippet
  • Customer's browser language setting
  • Customer's IP

Digital DX looks for a customized (localized, translated) chat window for the chosen or detected language. If no customized window exists, the default language is shown.

Tip: The customer's language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the agent. A language property can also be set for departments, allowing automatic filtering.

How to accept a chat

To work with a chat, click it on the left side of the workspace under Live Sessions.

  • A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
  • Under Live Sessions, click any chat.

    Result: The chat opens in a column in the workspace to the right and is ready to work with.

  • To accept a chat without working on it right away, click Quick Accept.

    Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
    If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.

  • A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.
Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.
Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
To enable file transfer, see Enable file transfer in the chat window.
Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an agent removes the flag.

Note: You can also flag chats in Monitor View.
Increase text size of your chat panel
For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations.
Block a customer from chatting with agents
Click the hand icon to block a customer from chatting with agents of your organization. An admin can later unblock the customer. See How to block customers during chat.

End the chat
Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
  • Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
  • Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
  • No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end chat.

What are best practices for agents?

  • Use standard greeting
  • Use Quick accept when on multiple chats
  • Reply quickly even if it to say you need more time
  • Use Canned Messages for standard responses
  • Use a simple pre-chat form and do not make too many fields mandatory
  • Ask for feedback (CSAT survey)
  • Use meaningful wrap-up (disposition codes)
  • Increase text size for accessibility purposes as applicable
  • Leverage suggestions for agent feedback on chatbot content
  • Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.

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

How to view agents' workload and availability in Omni-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.

To see agents' workload in Omni-queue, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. At the top of the page, select Departments or Agents depending on what details you want to see:
    • The Departments page show you the number of active work items for each department per channel. This list refreshes every five minutes.
    • The Agents page lists workload and availability for each agent who is currently signed in the Agent Workspace. This list refreshes every minute.

At the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Channels included in Omni-queue are listed as a single queue. In the following example, channels for chat, email, and messaging apps are included in Omni-queue, while work items (customers) for SMS and Facebook Messenger have their own queues:

Note: You can only see those channels that are enabled for you and that you have permission to view.

Frequently Asked Questions about Omni-queue

Is Omni-queue a new channel?

No. Omni-queue is simply a queue. It includes as many existing Digital DX channels as an admin needs. An admin may choose to add all channels or only some to Omni-queue, but this does not make Omni-queue a new channel. Agents receive work items from all channels included in Omni-queue.

How do I receive work items in Omni-queue?

Agent availability in Omni-queue is controlled by a separate status button in Agent Workspace. Therefore, agents can make themselves available on multiple channels by a single click. Similarly, when agents change their status, that is applied to all channels in Omni-queue at once.

Note: Agents would still have to change their status on other channels separately. For example, if SMS is not part of Omni-queue, agents have to change their status at two places when they go on a break.

Can agents receive work items on all channels included in Omni-queue?

No. When a channel is disabled for agents, they do not receive work items on that channel, even if the channel is included in Omni-queue.

I used to see an icon for the chat channel in the bottom-left corner of Agent Workspace, but it disappeared. What now?

That's because the chat channel has been either disabled for your user or added to Omni-queue. When you have Omni-queue enabled, hover over the icon in the bottom left of the Agent Workspace to see all channels included in Omni-queue. If you do not see the channel you are looking for, contact your Digital DX admin.

How to turn on/off notifications for incoming chats, emails

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

  1. Sign in to the Agent Workspace.

    Result: The Agent Workspace is displayed.

  2. At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.


    Note: You cannot change the sound volume of notifications.

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:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. 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.
  4. Click OK to save your changes.

    Result:

When a customer wants to chat with a live agent, their interaction goes through a complex lifecycle. Here's the oversimplified version of this complexity.

1. Created > 2. Started > 3. Answered > 4. Ended > 5. Closed

Let's look at what happens in a simple scenario:

  1. The customer clicks a chat button on a website This is when a chat is in Created status.
  2. The customer fills in the pre-chat form and clicks "Start". This is when chat status changes to Started.
  3. Depending on whether you have Automatic Distribution enabled, the chat is assigned to an agent either automatically or manually. This is when chat status changes to Assigned.
  4. The agent answers the chat, and chat status changes to Answered.
  5. The customer or the agent ends the chat, and chat status changes to Ended.
  6. The agent fills in the wrap-up form and chat status changes to Closed.
  7. If there is no wrap-up form, the chat closes after the Auto-close interval set on the Agent Wrap-up page of the chat window setup.

What if you have a chatbot?

A chatbot does not significantly influence a chat's lifecycle.

  1. A chat begins with the customer clicking a chat button on a website. This is when the chat is in Created status.
  2. Chat status changes to Started after the first interaction with the chat window (customer starts typing), or if there is an auto-question when the widget opens.
    Important: Since the bot does not count as an agent who answers the customer, chat status never changes to Answered while chatting with the bot. Therefore, Answered time in the Agent Workspace will always display N/A.
  3. The customer at some point may decide to escalate the chat to a live agent. At this point, the customer may have to fill in a pre-chat form and the chat's Started time is updated. In other words, the chat is started again; this time with a live agent.
  4. From here on, the chat's lifecycle is the same: the chat is first Answered, then Ended, and finally Closed.

How to join a chat during an internal discussion

During a discussion, the original agent may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.


Figure 1. Agent view of the discussion

Figure 2. Customer view of the discussion

What keyboard shortcuts does the Agent Workspace have?

Use these keyboard shortcuts to get around quickly in the Agent Workspace.

Ctrl + Alt + H
View a list of all available shortcuts.

You can also hover the mouse over the icon with your initials in the bottom left corner of the Agent Workspace and click Settings.

Tip: This is also where you can toggle shortcuts on and off. This is useful if you are using one of the Agent Workspace shortcuts for another purpose.
Ctrl + Alt + I
Move up to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + K
Move down to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + J
While working in a column on the right side of the workspace, move left to the next open item.
Ctrl + Alt + L
While working in a column on the right side of the workspace, move right to the next open item.
Ctrl + Alt + M
Switch between extended (maximized) view of the active task and simple (minimized) view of multiple tasks.
Ctrl + Alt + N
When viewing multiple items, this opens and closes the Customer Info section of the active task.
Ctrl + Space
While in the chat field, check for Smart Responses
Enter
Accept the selected item and begin working on it
Shift + Enter
Accept an item without working on it right away (Quick Accept). If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.

You can display additional record details on the Salesforce panel both in compact and expanded modes.

Remember: When you search for a record in the Bold360 Salesforce panel, the results are listed in compact mode. To switch to expanded mode, click the arrow to the right of the Salesforce record.
  1. To display additional details of Salesforce records, go to Salesforce Setup > Object Manager tab and select a Salesforce object.
  2. On the Page Layouts tab, select the page layout that you want to change.
    • To modify the expanded page layout, drag-and-drop the layout elements from the top of the page to the <Salesforce Object> Detail section.
    • To modify the compact page layout, click Mini Page Layout at the top of the page. Add fields from the Available to Selected column that you want to display and then Save your changes.
  3. Click Save when you are done.

Where to find customer information

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

  • Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
  • In Monitor View, select a chat and click Show info at the top of the information panel on the right


    Figure 1. Agent's experience in Monitor View
  • In the Agent Workspace, click Show info next to the customer's name in compact view


    Figure 2. Agent's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, agents can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name
The name of the customer as entered on the pre-chat form.
Email
The email address of the customer.
Phone number
The phone number of the customer as entered on the pre-chat form.
Customer Info
Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref
Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID
The Bold360-assigned unique identifier of the customer.

Location

City / region
The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country
The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question
The first question that the customer asked.
Custom fields
Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department
The Bold360 department of the chat, email, or message work item.
Folder
The folder that stores the conversation between the customer and the agent over a specific communication channel.

Info

Chat ID
Bold360-assigned unique identifier for each chat.
Visit ID
Bold360-assigned unique identifier for each site visit.
IP Address
The IP address of the customer.
Reverse IP Address
The host name associated with the customer's IP address.
Website
The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.
Client type
Client type of the chat that the chat assignment belongs to.
Chat Launch URL
The URL of the website where the customer started the chat.
Current URL
The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.
Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason
Displays the reason the chat ended:
  • Unknown - There is no specific reason for ending the chat
  • Agent - Agent ended the chat
  • Customer - Customer manually ended the chat
  • Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
  • Bot timeout - A chat was started with the bot in an AI-enabled window, and the customer has neither escalated the chat, nor sent any message to the bot in the last 120 minutes. Such chat sessions are also removed from Monitor View's Bot tab.
    Note: If the customer continues to talk to the bot, the chat re-opens and reappears in the Monitor View, even after the 120-minute timeout.
  • Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created
Time and date when the customer clicked the chat button. Available for chat and message channels.
Started
Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered
Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered
The time and date when the last assigned agent answered the chat or email. Available for chat and message channels.
Updated
The last time the chat was updated. Available for chat and message channels.
Total response time
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent agent reply. When there are multiple customer messages before the agent's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed
Time when the customer closed the chat window. Available for the chat channel.
Closed
The time and date when the work item was closed. Available for chat and message channels.
Ended
Time when the chat ended. Available for the chat channel.
Flagged
Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language
Language of the agent as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages
Number of messages the agent has sent , including bot messages. Available for chat and message channels.
Customer messages
Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages
Number of customer-sent messages received since the last agent message. Available for chat and message channels.
Last message person type
The person who sent the most recent message, which is either the customer or the agent. Available for chat and message channels.

Post-Chat form

Net Promoter Score
Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Responsiveness
Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer.
Professionalism
Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer.
Knowledge
Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer.
Overall
Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale.
Comments
Comments of the agent about the customer on the post-chat form.
Experiments
The experiments in which the customer participates.

Wrap-up

User category
The User category that the agent selects in the post-chat form.
Status
Status of the customer as selected by agent in the post-chat form.
Custom field 1
The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2
The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Custom fields

These custom fields are used for storing information about customers' behavior on your website. Such behavior includes for example, changing the cart value by adding a product to the shopping cart. To add custom fields, see What custom information can you define for your outreach activity?

Visit history

Website visits
Number of times the customer visited the website. where the chat window was launched.
Total time of visits
Total time in minutes that the customer spent on the website.
Avg. time of visits
Average time in minutes of the customer's visits.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Build a successful Acquire campaign in or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name
Name of the outreach activity (campaign) that started the chat.
Action
Name of the action in the outreach activity that was triggered.
Criteria
Displays the outreach activity's rules.

Outreach results

Outreach information is updated real-time in the Customer Info Card.

Purchased value in current visit
Total value of successful purchases in the current visit.
Basket value in current visit
Total value of items that the customer placed in the basket, but has not purchased yet in the current visit.
Conversions in current visit
Number of conversion events in the current visit, such as placing an item to the basket, checkout, and purchase. See Monitor your outreach campaign.
Incomplete conversions in current visit
Number of conversions that have not been completed yet, that is, the customer has not accepted any chat invitations to help them place an item to the basket, checkout, or pay for items.
Total purchased value to date
Total value of the items the customer has purchased during the current and previous visits.
Total conversions to date
Total number of conversions during the current and previous visits.
All invitations
Total number of chat invitations that the customer received based on Outreach campaign definitions.
Accepted invitations
Number of chat invitations that the customer accepted during all visits.
Ignored invitations
Number of chat invitations that were displayed to the customer but were ignored during all visits.
Declined invitations
Number of chat invitations that the customer declined during all visits.

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 work with Salesforce in Bold360

The Salesforce integration in Bold360 delivers highly customizable Customer Relationship Management (CRM) experience to Bold360 agents while they chat with customers. The integration increases agent efficiency by making Salesforce customer data directly available from Bold360.

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

Agents can access their company's Salesforce account during chat from the custom integration panel.

Agents can do the following during chat:

  • Search for customer data in the company's Salesforce account

  • Create and update accounts, leads and any other default or custom Salesforce objects directly from Bold360

Automatic lookup of Salesforce records during chat

When you open the Salesforce integration panel, Bold360 automatically searches for records in Salesforce that are associated with the relevant Salesforce objects as follows:

  • Bold360 searches for Salesforce records based on the customer's email address, first name, or last name, which is gathered from the pre-chat form of the chat window.
  • Bold360 then searches for those Salesforce records, which are related to the retrieved contact record and were defined during the Salesforce integration process.
  • If no contact record is found then, using the customer's email address, first name, or last name, Bold360 looks up any Salesforce record that were mapped to Bold360 during the Salesforce integration process. See Integrate Salesforce into Bold360.

How to search manually for Salesforce records during chat

If automatic lookup does not show any result, you can still manually search for information that is relevant to the customer in your company's Salesforce database. To do so, type a term in the search field and press Enter. The results are displayed on tabs, where each tab represents a Salesforce category. Click on a search result to see detailed information.

After searching for customer data, you can either link the current chat to an existing record or create a new record in Salesforce.

How to link a chat conversation to Salesforce during chat

When you find customer data in Salesforce about the person who you currently chat with, you can link the current or a past chat session to the customer's record in Salesforce. This way, you can append the chat transcript in Salesforce to the customer's chat history that helps your sales team to follow up with customers. To link a chat session, click the Link button next to the item in the results.

The chat transcript is sent to Salesforce when the chat is closed in Bold360.

Note: You can link the chat conversation only to one Salesforce record on each tab.

How to create Salesforce records during chat

If your search does not retrieve any result, you can create Salesforce records while you chat with a customer.

  1. On the Salesforce panel, click Create a New Contact at the bottom of the results list.

    Depending on what type of customer data you want to create, the button is named differently.

  2. Fill in all available information. Details that the customer provide on the pre-chat form are filled in automatically.
  3. Click Save & Link.

The new contact is now available in Salesforce and the chat transcript is automatically linked to it.

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:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. 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.
  4. 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.

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 set text size for conversations

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. Start a chat with a customer.
  3. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.


    The text size panel is displayed at the top of your chat panel.

  4. Set the new text size.
The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

How to search your work items

In the Agent Workspace, you can search for any chat, email, or message that your organization has received.

The search panel is in the top-left corner of the Agent Workspace:

You do not need a search phrase to return results; this allows you to list all work items within the search filter of agent, department, and date. Search results include active and closed work items as well.

Use the filter conditions to get the most relevant results for your search.

Keyword search
Type a keyword that you are looking for in the content of work items.

When you search without a keyword, all work items for the selected date, conversation type, agent, or department are listed.

Date range
Select the period of time that you want to search for work items.
Conversation type
Select whether you want to search chats, messages, emails, or all of these.
Agent
Select the agent whose work items you want to search.
Department
Select a department for your search.

How to transfer a chat

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

Important: You must have Actions > Chat > Assign Own permission to transfer chats.
  1. To transfer a chat to another team member, click Transfer at the bottom of the chat panel.


    Restriction: During remote access, Transfer is unavailable.

    Result: You are prompted to select an agent or department.

  2. Select the receiving agent or department and click Transfer.

    The No departments option includes those agents who are not members of any department. You cannot remove this item from the department selector.

    Note: When you transfer a chat to an agent, make sure their workload allows them to take an additional chat. The number next to an agent's name represents their current tasks, excluding emails.

    Result: The chat is transferred and removed from your workspace (the column closes). The customer is not notified about the transfer, but the name of the new agent will be displayed in the chat window.

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

Transfer chats while monitoring sessions

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

  1. To list chats, click the arrow in the-top left corner of the agent workspace above your list of sessions.
  2. Select a chat on the Bot, Queued, or Assigned to Agent tab.

    Result: You can select multiple chats to transfer.

    Note: To transfer chats from the bot, you must have the Actions > Chats > Assign other permission enabled in the Admin Center.
  3. Click Assign to... and select an agent or a department where you want to transfer the chat.

    Result: Optionally, select Transfer automatically to use automatic chat distribution and let Bold360 choose an available agent.

  4. Click Transfer.
You can also transfer the chat to yourself by clicking Assign to me.

How can I tell who transferred the chat to me

When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:

Depending on how the chat was transferred, you can see the following messages:

  • Transferred from Agent - The agent manually transferred the chat to you.
  • Auto-transferred from Agent - The agent selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate agent to take over the chat.
  • Escalated from Bot - The customer escalated the chat from the bot to a live agent and Automatic Chat Distribution assigned the chat to you.

How to change agent status

You can set yourself as available, away, or any other custom status for chats and emails independently.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. At the bottom left of the workspace, click the Chats, Emails, or Messages icon and select a status.

When you have Omni-queue enabled, click the icon to become available on all channels included in Omni-queue. These channels are listed above your availability options:

How to start remote access from a standard chat

Take control of a customer's computer from a standard chat session.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important: You can have one active remote access session at a time.
Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above
  1. Activate a chat.
  2. Click the Remote Access button to switch to remote access.

  3. Guide your customer through these steps:
    1. Ask them to grant permissions and download the applet (the download should take no more than 15 seconds)
    2. Once the download is complete, ask the customer to click Run to execute the applet

    Result: You can now view the customer's computer.

  4. To control the computer, click Full screen to Remote Control.

    Result: Once in full screen mode, you can immediately control the computer.

    Note: Chat is available during remote control.
  5. Options during remote control:
    Option Description
    Sticky keys Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray).
    • Shift
    • Ctrl
    • Alt
    • When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac

    Reboot and reconnect On the remote device, click the Bold360 system tray icon and select Reboot and reconnect.

    The remote computer restarts and your session is reconnected.

    Return to remote viewing Press Esc.
    End remote access Click Stop. You can continue chatting with the customer as in any other chat session.
    Restriction: During remote access, Transfer is unavailable.

How to start a PIN-based remote access session

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • You can have one active remote access session at a time.
Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above
  1. On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).

    Result: A PIN is generated and displayed on the Remote Control page.

  2. Guide your customer through these steps:
    1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
    2. Ask them to enter the PIN that you see on the Remote Control page.
    3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
    4. Once the download is complete, ask the customer to click Run to execute the applet.

    Result: You can now view the customer's computer.

  3. To control the computer, click Full screen to Remote Control.

    Result: Once in full screen mode, you can immediately control the computer.

    Note: Chat is available during remote control.
  4. Options during remote control:
    Option Description
    Sticky keys Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray).
    • Shift
    • Ctrl
    • Alt
    • When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac

    Reboot and reconnect On the remote device, click the Bold360 system tray icon and select Reboot and reconnect.

    The remote computer restarts and your session is reconnected.

    Return to remote viewing Press Esc.
    End remote access Click Stop. You can continue chatting with the customer as in any other chat session.
    Restriction: During remote access, Transfer is unavailable.

Why can't I log in to the Bold360 Agent platform?

The following questions answer those problems that may occur when you can't sign in to your Bold360 Agent account.

Can't sign in to your Bold360 AI account?

Have a look at our Bold360 ai support site for information.

Why didn't I get an email when I tried to reset my password?

If you reset your password but did not receive an email from Bold, please check the following:

  1. Type your username or email address in the Reset your Password window:
    • If you have not yet registered your email address as your new username, type your current username
    • If you have registered your email address as your new username, type your email address. By now, most users sign in with their email address.

  2. If the issue still occurs, check your spam folder.
  3. If you still don?t receive an email, make sure your Email settings can accept emails from noreply@logmein.com.
  4. If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

What are the requirements for creating a new password?

  • Must be at least eight characters long
  • Must have a digit, an upper case character, and a lower case character
  • Cannot have the same character repeating four times in a row
  • Cannot contain your user name or the account name
  • Cannot reuse your last five passwords

Why am I not receiving an invitation or verification email?

When your administrator assigns a new email address to you, your must set up access via an email invitation. Similarly, when you change your username to an email address, you have to verify your new email address via a verification email. When you don't receive such emails, do the following:

  1. Make sure your spam folder does not contain an email from us.
  2. If you still don?t receive an email, make sure your Email settings can accept emails from noreply@logmein.com and support@bold360.com.
  3. If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

As an administrator, can I resend an invitation for my users?

Yes, you can. When your user cannot find the invitation email, you can resend an invite.

Important: You can resend an invitation email only if the user has not accepted the invitation yet.
  1. In the Bold360 Admin Center, go to Organization > Agents.
  2. Click the name of the agent to who you want to resend an invitation.
  3. On the Agent Information tab, select Resend user invitation.
  4. Save your changes.

This will send an email to your selected user who will be prompted to change their password.

What if I can sign in but have no access to a Bold account?

  • If an email invitation was already sent to you (automatically when creating new user; when changing your email address; or when resending an invitation), make sure that you set up your Bold access through this invitation email. These invitations are always sent from support@bold360.com.
  • If you are an existing Bold user and your username has not been changed since LogMeIn started migrating Bold users to the common login platform, make sure you set up your Bold access by doing the following:
    1. Sign in with your former Bold username and password.
    2. During the sign-in process, switch your username to your email address.

What if I can sign in, but immediately and automatically signed out?

Make sure you are not signed in to Bold360 in another browser or browser tab. If you are, close that browser (tab) and try again.

As an administrator, how do I reset passwords for my agents?

You don't. As LogMeIn moves to the new common identity platform, each user will be uniquely identified by their email address. Users of LogMeIn products will be able to easily move between different LogMeIn products using the same email-address and password. Therefore, the email and password of each user are owned by the user itself and can?t be controlled by the administrator of a Bold account.

However, the administrator of a Bold account can always remove or modify each user's permissions. For example, users can be blocked from accessing a specific account or can get different permissions to ensure the security and ownership of the administrators of their accounts.

Do I need my agents to have a valid email address?

Yes. Since each user of LogMeIn products is identified by their email address, that email address must be valid and accessible. Email addresses in your Bold360 account can be either a work email (recommended) or a personal email. These emails will not receive any sensitive information regarding your Bold360 account.

What if none of the above helps?

As a last resort, your administrator can create a new user account for you. Make sure that you provide the proper email address to your admin, because you will receive an invitation email to that address and you will also use that email address to sign in to Bold360.

How to download a list of work items to CSV

You can download a list of work items in CSV format for a selected period. By doing so, you can run an audit on your work items any time.

Remember: You must have the appropriate user permission to see work items in Monitor View.
  1. In Monitor View, go to the tab where you want to export a list of work items.

    You can download this list on the Bot, Queue, Assigned to Agent, and Closed tabs.

  2. Select a period of time to list work items.
  3. At the top of the list, click Export to .CSV.

    On the Queue and Assigned to Agent tabs, it downloads all data of the first 700 work items, regardless of which columns are visible in Monitor View. On the Closed tab, it downloads the first 1000 work items.

What if I have more than 700 / 1000 work items on a tab?

Let's say, you have more than 1000 closed work items over a period of time. In this case, only the first 1000 items listed in Monitor View are exported. Here's what you can do to you can do the export the rest:

  • You can use the date selector to list your closed work items over a shorter period of time. Say, instead of listing 2 months of closed work items, you can display work items of the last month only. This way, you can export work items in two parts.
  • You can also filter, for example by date, which is a great way to display, and consequently export, only the latest 1000 work items.
  • Finally, you can use the department selector in the top-right corner to reduce the number of items displayed.

How to 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.

  1. Go to the sign-in page of the work environment that you want to use:

  2. Sign in with your email address and password.
  3. 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 from the LogMeIn My Accounts page

You can access your work environments from the LogMeIn My Accounts page.
  1. Sign in to your LogMeIn account at https://myaccount.logmeininc.com.

    Your available LogMeIn products are displayed.

  2. Click Launch Bold360 on the Bold360 product card.
  3. When you have access to multiple Bold360 work environments, select the one you want to work with on the Bold360 environment page.


    Note: If you have access to a single work environment, you do not see this page.
  4. 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?

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

    Result: You are prompted to select a discussion partner.

  2. Select an 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.

How to manually start chatting with the next customer in queue

Agents can manually start an additional session when there are customers waiting in queue.

Digital DX is configured to distribute chats automatically between available agents, but agents can decide to manually take an additional chat from the queue if they can manage the extra workload. For information on Automatic Distribution, see How to automatically activate chats (Automatic Chat Distribution).

To start chatting with the customer who has been waiting for the longest period of time, click Take next queued chat on the left side of the workspace under Live Sessions. The chat is assigned to the agent regardless of the agent's status, and whether Automatic Distribution is enabled or the agent's concurrent limit is reached.

Remember: This feature is enabled by default. If an individual agent cannot use this feature then in the Web Admin Center, go to Organization > Agents and select the agent. On the Automatic Distribution tab, make sure that Take Next Queued is selected.

The chat opens in a new column in the workspace to the right.

How to change the language of the Agent Workspace

You can change the language used for your Agent Workspace. This setting has no impact on customers or supported languages. It only affects your own experience on the Agent Workspace.

  1. Sign in to the Agent Workspace.

    Result: The Agent Workspace is displayed.

  2. At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

The Agent Workspace supports the following languages:

  • English
  • German
  • Spanish
  • French
  • French (Canada)
  • Italian
  • Hungarian
  • Dutch
  • Portuguese (Brazil)
  • Japanese
  • Korean

How to discuss a customer's issue with another agent

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

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

Note:
  • You must have the Actions > Chats > Discussions permission enabled to use this feature.
  • You cannot run reports on discussions.
  1. To start a discussion, click Discuss at the bottom of the chat panel.


    Restriction: During remote access, Discussion is unavailable.

    Result: You are prompted to select a discussion partner.

  2. Select an agent or a department and click Send request. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. See How are discussions distributed when sent to a department.

    Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.

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

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.
After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

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

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

What are best practices for discussing customer issues?

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

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

How to prepare a wrap-up

During a chat that is active or closed (but not ended), you can prepare a wrap-up to communicate useful information about the session.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
  1. To start writing your wrap-up, click My Wrap-up.

  2. When the customer needs you, click Back to chat.

Invite customers to chat according to rules (Invitation Rule Sets)

Rules for automatically inviting customers to chat are set using Invitation Rule Sets.

To set up rule sets, you must be in a Permission Group with the following permission: Setup > Invitations > Invitation Rule Sets.

  1. Create or edit an invitation rule set, as follows:
    1. In the Web Admin Center, go to Customers > Invitation Rule Sets.
    2. On the Invitation Rule Sets page, select an existing item or click Create New.
    3. Under Name, enter a name that will help you identify the rule set.
    4. Enable the rule set.
    5. Optionally, select Show invitation even when agents are unavailable/offline to permanently display the invitation.
    6. Under Invitation Persistence, set when to stop showing the invitation.
  2. Add rules, as follows:
    1. Under Rules, click New Rule.
    2. Name the rule and define rule criteria.
    3. Save your changes.

      Result: The rule is added to the rule set.

  3. Continue to add rules.
  4. Arrange the rules in the order they should be analyzed by Digital DX.

    For each visit, rules are checked from top to bottom in the order displayed. The first matching rule is applied.

Your invitation rule set is ready to be associated an HTML snippet. Unless this association is made, your rule set is not applied.

What are best practices for creating invitation rules?

  • Review rules from top-down to ensure most granular rules are at the top
  • Ensure rules are enabled
  • Only select Show invitations even when agents are unavailable/offline when you leverage the bot for proactive rules
  • Stop inviting a customer after multiple missed opportunities (declines and ignores)
  • Do not offer an invite if they are already chatting (Criteria: Current chat status = no chat)
  • Invite visitors based on time on page/site
  • Under Criteria, enable Seconds since last chat or last chat invite to be 30 seconds or more
  • Under Actions, enable Do not auto-invite the customer if they have already had a chat during this visit

How to block customers during chat

You can block abusive customers during chat. Notice, however, that you cannot block offensive words, only customers.

Important: You must have the Actions > Chats > Block customer IP permission enabled to use this feature.
  1. During chat, click at the bottom of the chat panel.

  2. Confirm blocking the customer from chatting with you. This will end the chat.

    If you accidentally clicked the button and want to continue the chat, click No, continue the chat.

    Important: Keep in mind that blocking is based on IP address, therefore you will block all customers from a specific IP address.
When the customer tries to start a new chat, they are notified that they are blocked from chatting on your website.
Administrators can view the list of blocked customer IPs in the Web Admin Center on the General > Restrictions page, under List customer IPs to be blocked from Chats. On this page, an administrator can also unblock customer IPs.

How to accept a Facebook Messenger chat

To work with a Facebook Messenger chat, 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 a Facebook message.


    Tip: The chat at the top of the list may be the most urgent (newest).
    Note: Even if the customer deletes a message in Facebook Messenger, that message will still be visible in Agent Workspace.

    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.
      Tip: We recommend prompting the customer for their email. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, email).
    • Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

Email with customers

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

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

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

Email options

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

Options when replying to a message

Send
Sends your message and leaves the email open.
Send & Close
Sends your message and closes the email.
Subject & Recipients
Select the recipients of your email.
Close
Closes the email. You must confirm that you want to close the email by clicking one of the following:
  • Yes - Closes the email. Next time you close an email, you will see the same dialog.
  • Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
  • No, continue the email - Select if you want to continue the email conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end email.
Cancel
Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

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

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

Insert a canned message

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

Search or filter canned messages

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

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

Post-chat form: Prompt customers for information after chat

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

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Post-Chat Form tab, select Show when chat ends to activate the form.
  3. To only show the survey when the chat involved a certain number of communications, select If customer sends more than X messages.
  4. To add standard survey questions, select any of the following options:
    • Net Promoter Score
    • Responsiveness
    • Professionalism
    • Knowledge
    • Overall
    • Comments
    • Custom field
    Tip: To customize or localize the text associated with these options, go to Customization tab > Layered - Details / Pop-up - Details > Post Chat Survey group.
  5. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button.

What are best practices for using a post-chat form?

Our best practice recommendation is to enable the post-chat survey to collect feedback from customers on interaction, NPS, and custom surveys.

Additional best practices include:

  • Only leverage post-chat form "If customer sends more than X messages." Number of messages may differ on the organization and AMC; however, 3 is a good benchmark. To encourage participation, do not use more than 3 fields in a post-chat form.
  • Enable ability for customer to send themselves a transcript. See Allow customers to send themselves a transcript.
  • Post-chat surveys enable organizations to measure their customer satisfaction and experience. By running Operator reports, you can see scores by agent and provide coaching to those with lower scores. See Operator Reports.

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:

  1. 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.
  2. 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.

  3. On the Criteria tab, name the rule.

    Each rule should have a unique name for easy identification.

  4. 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.

  5. 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
  6. 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.

  7. Save the rule.
  8. Continue to create rules.
  9. 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.

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.

  1. 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.
  2. 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.

  3. On the Criteria tab, name the rule.

    Each rule should have a unique name for easy identification.

  4. 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.

  5. 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.
  6. 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
  7. 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.

  8. 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.
  9. Save the rule.
  10. 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.

Pre-chat form: Prompt customers for information before chat

You can set up a pre-chat form that is displayed to customers after they click a chat button but before actually chatting with an agent. The pre-chat form is a component of the chat window associated with a chat button or chat invitation. The form can be customized. Customer input is added to the incoming chat.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Once enabled and associated with a custom chat button, the form is displayed for all chat sessions initiated from the associated button.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Pre-chat form tab, click Enable pre-chat form to activate the form For customer-initiated chats only or For customer-initiated and invitation-based chats.
  3. To allow customers to choose the chat window language, allow the Language Selector to be shown.
  4. To prompt customers for basic information or for a response to an initial question, set any of the following as required or optional:
    • Name
    • Last Name
    • Email
    • Phone
    • Initial Question

    The maximum length of initial questions is about 8000 characters, but you should take into consideration that the shorter your question is, the more likely it is that end-users read it.

    Tip: To customize these fields, go to the Customization tab and under Appearance, select the relevant key from the Layered/Pop-up - Details > Pre-Chat Survey key group.
  5. To allow customers to associate the chat with a department in your organization, select an option for Department.

    To provide the customer with choices, you must add Departments Customer Can Choose.

  6. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button.

What are best practices for pre-chat forms?

Use a pre-chat survey to collect information about customers to track customer history/experiences, and provide agents with more customer details. At a minimum, we recommend collecting Name, Email, and Initial Question.

This way, you can make agents more prepared for chats which decreases ASA, increases efficiency and therefore improves customer experience.

How to view department-level workload

Monitor View provides an overview of the workload and availability on the different channels of all departments in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see your departments' workload, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. Select Departments at the top of the page.

Workload and availability are displayed on all channels for each department. Additionally, when you have multiple departments, the Summary row at the top of the list displays the total number of work items assigned to agents and waiting in queue per channel. Users who utilize Digital DX's AI chatbot will also see the number of bot conversations on Live chat and Messaging Apps channels. Data on the Departments tab refreshes every five minutes.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of selected departments only.

  1. In Monitor View, go to the Live Workload tab.
  2. Select Departments at the top of the page.
  3. In the top-right corner, click the department selector.
  4. Select one or more departments.

    The list is updated automatically.

    Note: The No departments option includes those agents who are not members of any department. You cannot remove this item from the department selector.

How to interpret department workload

The Live Workload page provides a wealth of information for supervisors:

  • Department Name - Name of the department as created in the Web Admin Center. Also displays the number of agents currently signed in to the Agent Workspace.
  • Agent Status - Under each channel, you see the number of agents available per department. Agent status refreshes in real time.
  • Bot - The number of bot chats per department. You must have a Digital DX AI platform account to see this column.
  • Queue - The number of work items in queue per department. Also displays the longest waiting time per department.
  • Assigned - The number of work items assigned to agents per department.
  • Link to live agents - When the department has at least one available agent, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of available agents.
  • Link to current work items - When the department has at least one active work item - whether queued, taken by an agent, or the handled by the bot -, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of related work items.
  • Summary in the header - When you have multiple departments listed, the Summary row at the top lists the combined workload in all departments currently displayed. These numbers are automatically updated when you change the department filter.

How to set website-level business hours

Website business hours allow you to control the times, days, dates, and circumstances under which your chat buttons are shown to customers.

To activate website-level business hours, you must create a website and then associate it with an HTML snippet. The HTML snippet will also have an associated chat button.

Department-level business hours and exceptions override website-level business hours and exceptions. Departments without unique business hours and/or exceptions use the same settings as associated websites.

You can also set agent hours to establish an individual agent's availability during a given time range. Agent hours are applied independently of business hours.

Here's how to set website-level business hours:

  1. Create or edit a website, as follows:
    1. In the Web Admin Center, go to Organization > Websites.
    2. Select an existing website group or click Create New.

    Result: The New/Edit Website page is displayed.

  2. Name the website.

    This can be seen by customers when the Website field is included on a pre-chat form.

  3. Select Enable business hours for chat.
  4. To make chat buttons available within business hours regardless of agent status, select Ignore Agent Status.

    Result:

    Important: This may result in unanswered chats. Chats may continue to be queued even when no agents are available.
  5. Select the Timezone used by the From/To time settings.
  6. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the start and end of business hours, expressed as From/To, when chat is available for customers.

      Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the chat button associated with this website will become available at 9:00 AM (if agents are available, unless you ignore agent status) and will be disabled at 5:00 PM.

    2. Select the Days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.

    Result: Outside of these time periods, chat is unavailable unless you set exceptions.

  7. Under Exceptions by date, you can alter your Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events.

    See What are exceptions to business hours? below.

    Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available). To see these exceptions, select the Show previously expired exceptions from option.
  8. Save your changes.
The settings are applied to the website.

Your website is ready to be associated with an HTML snippet. Unless this association is made, your business hours are not applied.

What are exceptions to business hours?

An exception is valid for one day only. By defining an exception, you override normal business hours. In other words, an exception defines the time when your agents are available to chat on a specific day.

Think of a business hours exception as an exception in your daily routine: You may provide support from 9 AM to 5 PM, but on an exceptional day, like Black Friday, you may want to provide chat support for longer hours. In this case, you can define an exception for that single day by defining your availability, say, from 9 AM to 9 PM.

Similarly, if you have a meeting on November 20, from 2 PM to 3.30 PM and you are not available to support your customers, you have to change your standard business hours by setting two exceptions for the day:

  • One exception for November 20 from 9 AM to 2 PM
  • Another one for November 20 from 3.30 PM to 5 PM

This way, you can let Digital DX - and your customers - know that this is an exceptional day when you are available from 9 AM to 2 PM and from 3.30 PM to 5 PM only.

How to configure Digital DX Conversation Integration

After installation, configure the Bold360 Conversation Integration app.

  1. In the Salesforce App Launcher, select the Bold360 item.
  2. Navigate to the Bold360 Setup

    Result: The Object Summary page is displayed.

  3. From the Select Salesforce object drop-down list, add all the relevant objects that you want to use in the Agent workspace. By default, you can select the following Salesforce objects:
    Salesforce object Description
    Account Displays customer account information in the Bold360 Agent workspace.
    Case Displays cases related to the customer.
    Contact Displays customer contact details.
    Lead Displays information about leads related to the customer.
    Opportunity Displays information about opportunities related to the customer.

    Result: You can also select custom Salesforce objects as described in How to add a custom Salesforce object to the Bold360 Salesforce panel.

  4. Configure each object, following the steps below.
    1. Click the object name to see its details and enable it at the top of the page.
    2. From the Select Channel(s) drop-down list, select a channel that you want to support.
      Note: Currently, only the Chat channel is supported.
    3. Set Permission to Read/Create.
    4. Select a Salesforce object page layout, which defines the relevant fields that users can view and edit in Salesforce. Click Save when you are done.
    5. Under Field Mapping, click Configure to set up the mapping between chat window fields and the fields of the selected Salesforce object.
    6. Select a chat window to map its fields to your Salesforce account.
    7. In the chat field mapping section, select the fields of your Bold360 chat window that you want to save to your Salesforce account. Click Add when you are done.
      Important: For field mapping to work properly, you must be aware of which fields are available in Salesforce and what the equivalent of those fields are in the Agent Workspace.
    8. For each Digital DX chat field, select a corresponding Salesforce field from the drop-down lists. This way, you can automate the process of filling in customer information.
    9. Click Save.

      Result: To set up the field mapping between multiple Bold360 chat windows and your Salesforce account, you must repeat the configuration process from step 4.f.

For information on other integrations, see developer documentation.

Provide a link to a custom integration

Add a "DIY" custom API trigger integration to provide custom links that agents can access during chat sessions.

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

Links are shown at the top of the agent workspace during chat sessions.

  1. In the Web Admin Center, go to Integrations > API Triggers and click Create New.

    Result: The New Integration API Trigger page is displayed.

  2. Name the integration.
  3. Under API Settings, enter the following:
    Option Description
    URL The Submission URL of the REST API POST data. The URL must be a fully qualified domain name (FQDN) with a proper SSL certificate configuration. IP addresses will not work.
    API Key Required for authenticating REST API calls to the Digital DX servers. The API Key setting determines which API Key will be used when there is a callback return URL parameter selected in the Parameters section. The API Key will be included as a parameter of these callback URLs so it will not be necessary to add them yourself. Generate the key under Integrations > API Settings.
    Important: When you create the key, don't forget to save a copy of the API Key outside of the Admin Center. For security reasons, the secret key will be obfuscated once the new setting is created, with only the first four characters remaining visible.

    Result:

    Tip: You can disable API settings at any time. When an API setting is disabled (unchecked) then all API calls to the Digital DX servers will be refused.
  4. To enforce authentication for your integrations, you can choose Connection > Use HTTP Basic authentication (BA).

    With each call, Basic authentication sends an Authorization header containing the Base64-encoded username and password to the API trigger endpoint.

  5. Under Trigger Settings, choose the following:
    Option Description
    Item Type Choose Chats.
    URL Type Choose Agent Button.
    View The View setting becomes available when the Type is Agent Button. View determines how target pages are opened when the trigger is fired.
    • Popup - Open the target in a new pop-up window.
    • Embedded - Open the target within a panel on the Bold360 interface.
    Tip: After setup, if your integration does not load properly in the workspace (for example, only a white panel is shown), the integrated service may not be displayed in an iframe. To resolve this problem, set View to Popup.

    Result:

  6. On the Parameters tab you can define which parameters are passed when the API trigger call is made to your server. To add a parameter, click New.
    Option Description
    Type

    Chats

    • Standard: Predefined parameters supported by the chat service. Select a field from the list and change the name of the parameter to be passed.
    • Custom Field in Pre-Chat or Post-Chat: Custom fields, as defined in the Pre-Chat and Post-Chat form configurations. Type the name of the CustomField and change the name of the parameter.
    • Custom Field in Operator Wrap-Up: Custom fields, as defined in the Wrap-Up configuration. Simply type the name of the CustomField and change the name of the parameter.
    • Chat Transcript: Submits a JSON object containing all chat messages.

    • Chat Message: Parameter for the trigger Chat message is added. Returns the chat message field for the message that was added.
    • Operator: Submits a JSON object containing the details about the agent to whom the chat is assigned.
    • Department: Submits a JSON object containing the department details to which the chat belongs.
    Field The internal name of the parameter as used by the service.
    Important: You must select the fields you want included in cases when the configured trigger submits a JSON object. Fields are passed with the name selected in an object with the parameter name. This applies to Chat Transcript, Operator and Department parameters. For example, the following object is returned if Text, Name and Created Fields are selected for the Chat Transcript parameter:
    {
      "ChatTranscript":
        [
          {"Name":"Customer","Text":"Hello there","Created":"2014-10-29T20:35:54.273Z"},
          {"Name":"Agent","Text":"How may I help you?","Created":"2014-10-29T20:36:12.275Z"},
          {"Name":"Customer","Text":"I think I figured it out. Goodbye.","Created":"2014-10-29T20:36:20.142Z"}
        ]
    }
    Parameter The parameter name that will be used in the URL when a call is made to your server.
  7. On the Filters tab you can define additional criteria before the trigger fires and make the call to your server. Several filter types are supported. For a trigger to fire, all criteria across filter types must be met. Within a filter type (such as Department), only one of the selected items needs to match.
  8. Save your changes.

How to start a PIN-based co-browse session

Start a co-browse session with a customer using a PIN code.

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Agent:
    • Windows: Chrome, Firefox, Microsoft Edge
    • Mac: Safari
  • Customer:
    • Windows: Chrome, Firefox, Microsoft Edge
    • Windows: Internet Explorer 9, 10, 11 (agent unable to click links for customer)
    • Mac: Safari (agent unable to use back/forward buttons)
    • iOS: Safari
    • Android: Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. On the left side of the Agent Workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN.

    Result: A PIN is generated and displayed on your screen.

  2. Guide your customer through these steps:
    1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
    2. Ask them to enter the PIN that you see on the screen.

    Result: The customer is prompted to allow co-browse.

  3. The customer must click Yes.

    Result: The co-browsing session begins.

    Tip: If the customer's page does not load in the Agent Workspace, ask them to refresh their browser page.
    Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
While co-browsing, you have the following options:
  • Back arrow: Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow: Takes the customer's browser to the next URL in the history of the visited URL
  • Reload: Refreshes the current page being shown
  • URL and Bookmarks: Enter a URL that opens in the customer's browser or select a predefined URL from your Digital DX bookmark library
  • Highlighter: Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop: Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

List of cookies used by Digital 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.

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_XXXXXX
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_vrid_XXXXXX
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration 1 year
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 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_XXXXXX. 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 Performance/Functionality
Expiration 1 year
Purpose Same as _bcvm_vrid_XXXXXX. 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 Strictly Necessary
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 Strictly Necessary
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 Strictly Necessary
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 Strictly Necessary
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.

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 Unique visitor ID used on the new reporting page to group queries performed by the same visitor. The new reporting page is currently in development.
u v2,EU1,38DA82AC634C0F31 Legacy visitor ID used on the existing reporting page for the same purpose as the bc.visitor_token cookie.
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.

Set up auto-translation

With auto-translation, messages between customer and agent are translated in real-time, thus allowing both parties to chat in their own language if the language pair is available.

This feature requires a GeoFluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation.

How does auto-translation work?

Auto-translation takes the following parameters into account:

  • Customer language: Determined by the chat window's language setting or the language the customer selected on the pre-chat form. You can define chat window language defaults in the chat window configuration.
  • Agent languages: The languages the agent speaks, prioritized by fluency level. Configured in the agent settings.
  • Language pairs: The translation pair is supported by your GeoFluent subscription.

If the agent and the customer share a common language, translation is not needed and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.

How to configure your GeoFluent subscription and enable auto-translation per chat window

  1. In the Web Admin Center, go to Integrations > Auto-Translation.

    Result: The Auto-Translation page is displayed.

  2. Select Enable auto-translation.
  3. Configure your GeoFluent subscription and defaults.
    Option Description
    GeoFluent Host The host name provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Key The account key provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Secret The account secret provided by Lionbridge for your GeoFluent subscription.
    Default Language The language agents speak by default. Custom agent language settings override this value.
    Supported Language Pairs The language pairs available for your GeoFluent subscription. To add or remove language pairs, contact Lionbridge about adjusting your GeoFluent subscription.
  4. Click Validate credentials and refresh language pairs to check your GeoFluent settings and synchronize language pairs available for your subscription.
    Remember: You must do this every time your GeoFluent subscription changes (such as adding a new language pair to your subscription).
  5. Save your changes.
  6. Now you must enable auto-translation per chat window: Go to Channels > Chat > Chat Windows > [select or create a chat window] > Message Content > Enable auto-translation.

    To also allow customers to see the original message in the chat window, select Allow customers to see original message.

  7. Make sure your supported languages are defined in the Chat Window.
    1. On the Customization tab, select the proper Primary language for your agents and the supported languages that GeoFluent translates.
    2. Save your changes.
      Note: If you have a Digital DX AO-enabled chat window, you must first temporarily set the window type to Standard chat window on the General tab to see the customization options. After making changes to the configuration, you must set the window type back to Bold360 ai chat window.

Notes:

  • GeoFluent is a third-party service. Your content is maintained in a secure, private workspace and never enters the public domain. Messages are transmitted via secure protocols only.
  • Customers are notified in a system chat message if messages are being auto-translated.

Auto-translation in Digital DX AI-enabled chat windows

When you use a Digital DX AI-enabled chat window, you must have the Geofluent Auto-Translation for Conversations widget feature enabled on your Digital DX AI account. Please contact your Customer Success Manager to enable this feature.

Additionally, if your customers can also escalate chats to a live agent, you must create a welcome article in the AI Console so that customers can select their language. For more information, see the How to use Geofluent for auto-translation.

How to manage customer queue time upon manual reassignment

Tell Digital DX how to place customers into the queue when they are reassigned by an agent rather than automatically. You can set this option independently for customers reassigned within a department as opposed to between departments.

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Automatic Distribution tab, choose a channel and click Override account-level distribution settings.
  3. Under Manual Reassignment, set how you want to handle transfers From the same department.

    Result:

    Move to end of queue (time is reset) Place customers at the end of the queue regardless of how long they have been waiting.
    Maintain place in queue (time is preserved) Place customers in queue based on time already spent waiting.
  4. Similarly, set how you want to handle transfers From other departments.
  5. Repeat this procedure for each channel, as required.
  6. Save your changes.

Websites in the Web Admin Center

Set up websites to help track the origin of visits and manage business hours.

Note: To understand the relationship between a website, a chat window, and a chat button, consider the following:
In Digital DX, a website is a group of settings that helps you manage your Digital DX strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming chat items.
The website also contains the code of a "chat button", which does not only refer to a simple button on the user interface that a customer clicks, but also a complex group of settings associated with that button. These settings include button images, position, animation, associated departments, the countries where the button is displayed and so on.
When the customer clicks the chat button, a chat window opens, which again is not only a simple window on the user interface, but also a complex group of settings that control the layout and content of that window.
To interact with customers, first you have to set up a website and then a chat window. Subsequently, create a chat button and associate that button with the chat window and the website.

Optional: Add a Facebook Messenger Channel

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

Similar to chat functionality, the Facebook Messenger 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 requests.

  1. Go to Channels > Messaging > Facebook Messenger and click Create New.
  2. Name the account.
  3. To connect Facebook to Digital DX, click the Log In button showing the Facebook logo.
  4. You are prompted to enter your Facebook account details.
    Tip: If you are using a custom app approved by Facebook to manage FB Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).
  5. Once you have signed in to Facebook, select the page to use.
  6. On the Auto Responder tab, you can configure how you want to automatically respond to incoming messages.
    Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the visitor to enter their email address. The visitor's email allows Digital DX to connect the visitor to their Digital DX history across all channels (chat, email).
  7. Save your changes.
Need more info? There's an article about Facebook Messenger setup in our Support Center.

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.
  1. 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.
  2. 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.
  3. 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).
  4. 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.
  5. On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.
  6. 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.

  7. Save your changes.

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

Within a department, you can rank agents to determine how incoming items are assigned.

Ranking is applied at the department level and works in conjunction with Automatic Distribution (AD).

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Agents tab, select an agent to assign them to the group.

    Result: The selected agent is displayed in the table at the top of the screen.

  3. Assign a rank.

    Result: Items are assigned to lower ranked agents only when all higher ranked agents have reached any applicable limits.

  4. Save your changes.

Set up your PIN entry page for remote control or co-browse

You can customize the Bold360 PIN invitation experience to match your company's branding and standards. An integrated PIN entry form behaves identical to pin.bold360.com, meaning your customers use it to contact an agent and enter the PIN that launches a remote access session.

Important: An agent can create a PIN based session even when they have reached their chat limits or have set their status to unavailable. PIN sessions go directly to remote control once the customer has granted permission and downloaded the applet.
Note: PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  1. In the Web Admin Center, go to Customers > PIN Invitation.

    Result: The PIN Invitation page is displayed.

  2. Select Enable PIN invitation.
  3. The following options allow you to customize your implementation of this feature.
    Option Description
    Website Associate the PIN invitation with a website.
    Chat Window Select the Chat Window you want customers to see upon connection.
    Timeout Set the length of validity for the PIN code.


    Figure 1. PIN timeout, as seen by agent
  4. Copy the generated HTML and send it to your web developer for implementation on your site.
  5. Save your changes.

Collecting customer data with custom information and variables

Gather information about customers and pass it to Bold360 to help agents achieve business goals.

You can pass custom information and custom variables from the HTML code for a Chat Button, Customer Monitoring, or Conversion Tracking. This article covers the variables that are available per HTML code type.

Chat Button Variables

Select the Pass custom information about customer option when generating Chat Button HTML.

vr: customer reference
Passes any desired information about a specific customer.
vn: customer name
Passes the customer's name. This variable passes the value of the Name field from the pre-chat form.
vi: customer information
Passes any desired information about a specific customer.
ve: customer email
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Email field from the pre-chat form.
vp: customer phone
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Phone field from the pre-chat form.
lc: language code
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Language field from the pre-chat form.
iq: initial question
When using a pre-chat form as part of your Chat Window definition or Auto-Invite, this variable passes the initial question from the pre-chat form or pre-chat auto-invite form.
Note: The iq variable must be inserted manually into the WindowParameters section of the Chat Button HTML code.

Values are passed when the customer initiates a chat. Values are shown on the agent workspace together with the incoming chat.

Customer Monitoring Variables

Select the Pass custom information about customer option when generating Customer monitoring HTML.

vr: customer reference
Passes any desired information about a specific customer. An initial value is not passed to this variable via the agent workspace.
vn: customer name
Passes the customer's name. This variable passes the value of the Name field from the pre-chat form.
vi: customer information
Passes any desired information about a specific customer. An initial value is not passed to this variable via the agent workspace.
ve: customer email
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Email field from the pre-chat form.
vp: customer phone
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Phone field from the pre-chat form.
url: URL
Pass the customer?s current URL (the URL of the customer's current page).
Tip: When using Customer monitoring HTML on a site that requires registration, values can be passed once a customer signs in to their account. Use the Data Validation feature when passing sensitive data.

All variables are passed from one page to the next and remain set until a new value is passed. This allows for the Customer Monitoring to maintain the associated value throughout the visit, as well as passing those values to the Conversion Code (see below).

Conversion Tracking Variables

Select the Pass custom conversion information and Pass custom information about customer options when generating Conversion Code HTML.

Important: When implementing Conversion Tracking, you must ensure that your Customer monitoring HTML, Conversion Tracking HTML, and Chat Button HTML are all associated with the same website.
ca: conversion amount
Passes the conversion amount. Requires a number (with a decimal point for decimal values).
cr: conversion reference
Passes the conversion reference (such as an invoice or order number). This is a uniquely valued parameter. Duplicate conversion references are not allowed and will not trigger new conversions unless you change either the conversion reference or use a different conversion code (or leave it blank).
ci: conversion information
Passes any desired information about a specific customer. An initial value is not passed to this variable via the agent workspace.
vr: customer reference
Passes any desired information about a specific customer. An initial value is not passed to this variable via the agent workspace.
vn: customer name
Passes the customer's name. This variable passes the value of the Name field from the pre-chat form.
vi: customer information
Passes any desired information about a specific customer. An initial value is not passed to this variable via the agent workspace.
ve: customer email
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Email field from the pre-chat form.
vp: customer phone
When using a pre-chat form as part of your Chat Window definition, this variable passes the value of the Phone field from the pre-chat form.

How to Set up Custom Variables

This section helps you implement custom variables and put them to use to solve business needs.

Variable values remain the same from page to page unless changed. With this in mind, we do not recommend using both Chat Button custom variables and Customer Monitoring custom variables on the same page. A good example of why this is not necessary would be when a customer comes to your site and signs into their account. The Customer Monitoring code sets the custom variables appropriate to the information from the customer's account. The customer then decides to launch a chat, these variables are then passed into the Pre-Chat form and pre-populate the form for the customer. By having the variables also available in the Chat button code, it opens the possibility of having the values from the Customer Monitoring code overwritten by the Chat Button variable assignment.

Passing Custom Variables on Pre-Chat Forms

You can pass custom information to Bold360 using custom variables via Chat Button or VMS code with the WindowParameters directive. The number of custom variables is not limited.

Note: Custom variable values cannot be updated once the chat is started, as opposed to the Conversion Tracking variables mentioned above.

To add a custom parameter to your Chat Window definition:

  1. In the Web Admin Center, go to Channels > Chat > Chat Windows > [select or create an item] > Pre-Chat Form > Custom fields > New Custom Field.
  2. Set the field Type to Hidden.
  3. Add the parameter to the VMS or Chat Button code on your page via WindowParameters.
    Important: The variable name must start with customField_.

    Let's say that you need to pass the following additional variables:

    • CampaignID
    • VisitorFromID
    • CreativeID

    In this case, construct the WindowParameters directive as follows, where value1, value2 and value3 are the respective values:

    var WindowParameters="customField_CampaignID=value1&customField_VisitorFromID=value2&customField_CreativeID=value3";
    _bcvma.push(["setParameter", "WindowParameters", WindowParameters]);
Note: Special and unsafe characters must be escaped. With JavaScript, use the encodeURIComponent() method to convert such characters instead of escape().

Result: The custom variable and the new values now appear in the Chat Details window.

Tip: Add your custom field to the grid by selecting Grid Preferences > Column Chooser and dragging the field over the grid header. This is a per-agent setting.

How to renew connection to your Facebook account

Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working.

To continue using Facebook Messenger as a channel, do the following:

  1. On the Facebook Messenger Accounts page, select an account.
  2. On the Account Settings page, select Renew connection to your Facebook account.
  3. To reconnect Facebook to Digital DX, click the Log In button showing the Facebook logo.

    You are prompted to enter your Facebook account details.

    Tip: If you are using a custom app approved by Facebook to manage Facebook Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).
  4. Save your account settings.

Invite customers to chat after missing them (Chat Recovery)

When agents are unavailable, customers may nonetheless click on a chat button without making real-time contact. When an agent becomes available, Digital DX can inform them that a customer who wanted to chat is still on the site (this is called recovery). The agent can then choose to invite the customer to chat.

Here's how to activate chat recovery.
  1. Set the chat invitation to show for chat recovery:
    1. In the Web Admin Center, go to Customers > Invitation Settings.
    2. On the Invitation Settings page under Chat Invitation Shown for Chat Recovery, select the chat invitation you want customers to see.
  2. Enable chat recovery per agent.
Agents for whom the Enable chat recovery/recapture permission has been granted (step 2, above) can send invitations to customers. Agents see the following system message: There are customers on your site who tried to chat while you were away. Would you like to invite them to chat now? If an agent responds Yes, the customer is sent the chat invitation defined above.

Allow customers to send themselves a transcript

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.

  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Post-chat form tab, select Allow customers to send themselves a transcript.
  3. If you want the transcript to be sent from a specific email address, enter the address under Send from this address.
    Note: You cannot change the title of the email that Digital DX sends to customers.
  4. Choose the email format:
    • Plain Text
    • HTML
  5. Save your changes.

Invite customers to chat after a short delay (Instant Chat Invite)

You can set Digital DX to automatically invite customers to chat after they are on your site for a set amount of time. This does not involve rule sets, so it is relatively quick and easy to configure.

  1. In the Web Admin Center, go to Customers > Invitation Settings.
  2. Under Invite customers after a delay, set the number of seconds to wait before automatically inviting the customer.
  3. Under Chat invitation shown after delay, choose the custom chat invitation to show to customers.
  4. Save your changes.

How to enable video chat

Allow agents to chat with your visitors face to face. During video sessions, either both parties or only agents can stream video.

Who can use this feature?

Important: Video chat is available on request. Contact your Customer Success representative for details.
  • Agents can use video chat in the legacy web client at web.boldchat.com only.
  • Visitors and agents must use Chrome for Android on mobile, or any of the last 20 versions of Chrome on desktop. Firefox, Safari, Internet Explorer and Edge are not supported at this time.
Note: Video chats are never recorded; however, when Speech-to-Text is enabled, the transcribed text remains available in the chat history.

What are the technical requirements to use video chat?

Requirement Details
Allowlisting and open ports

From both the support agent's and the customer's network, the following web resources need to be accessible:

  • .console.logmeinrescue.com
  • .remoteview.logmein.com
  • For networks explicitly filtering outbound destination ports and protocols, the following ports are used on Rescue Live Lens side:15000 (UDP traffic) or 443 (TCP traffic) for Rescue Live Lens media sessions
    Tip: It is recommended that you allow UDP traffic through port 15000. Restricting the traffic to TCP may decrease the quality of the Rescue Live Lens support experience.
Bandwidth You need a working internet connection with stable 0.5 Mbps download and 0.8 Mbps upload bandwidth.
  • Minimum quality (640x480) - ~164 KBytes/sec, both for inbound and outbound video chat (depends on whether one-way or two-way video streaming is used)
  • HD quality (720p) ? ~492 KBytes/sec
  • Full HD quality (1080p) - ~984 KBytes/sec
  • Type/bandwidth: jitsi/webrtc

Configuring the chat window

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. When enabled, video options are displayed at the bottom of the chat window.

Restriction: For security reasons, recent versions of Chrome and Firefox require that any website that implements Powerful Features, such as voice or video, must be served over a secured connection (HTTPS). Bold360 communications are always encrypted, so video chat will be launched in a separate secure window if your website is unsecured (HTTP) and the visitor is on a browser that restricts powerful features.

If you are running an HTTP site with Bold360, we recommend that you make the switch to HTTPS:

  1. Using the Desktop Client, create a new custom chat window, as follows:
    1. From the main menu of the Desktop Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window window, make sure you are on the Chat Form tab.
    Note: Video chat is only available for layered chat windows.
  3. To activate video chat for any layered window on either desktop or mobile, select Video Chat.

    Result: Additional options are displayed.

  4. Additional options:
    • Operator Video Only: Only the agent can stream video. Audio is two-way, but video is one-way. Use this to prevent visitors from accidentally showing themselves.
    • Go Directly to Video Setup: The camera setup window is displayed to the visitor after they click the video chat button and complete the pre-chat form (if applicable). The visitor can choose video settings before calling the agent.
    • Multiple Visitor Confirmations: When enabled, the visitor is shown an additional prompt before chat begins. Use this for enhanced visitor privacy.
    • Speech-to-Text: This feature transcribes the conversation between the agent and the visitor in real time using Google's Web Speech API. Language is automatically detected based on the chat window's language setting that takes into account each participant's IP address and HTTP header. The actual spoken language may not always be accurately detected. Transcribed messages are excluded from the chat transcript and are accessible only to the agent in the Message History panel, marked with STT.
      Note: The accuracy of speech recognition is influenced by the visitor's acoustic environment, microphone quality, connection bandwidth, clarity of speech and pronunciation. In adverse conditions, transcription quality may degrade and affect the agent's chat experience.

We recommend that you use different machines for testing video chat as agent and visitor.

Having problems?

Check the following.

Symptom Action
Video chat is not available. Are you using the web client at https://web.boldchat.com/ in a compatible browser? Video is only supported in the last 20 versions of Chrome.
Webcam and/or audio access is blocked in the browser.
  1. Click the camera icon in the address bar to bring up the device permissions dialog.
  2. Ensure that either the Always allow... or Continue allowing... option is selected.
  3. Click Done.

You will not be asked again once you have given permission to access your devices.

If the issue persists, check that access to devices is not being blocked globally.

  1. Go to Settings > Show advanced settings....
  2. Under Privacy, click Content settings....
  3. Ensure that Ask when a site requires access... is selected under both Microphone and Camera.
  4. Click Manage exceptions... to ensure that Digital DX hosts are not being blocked.
  5. Click Done.
Note: You may need to reload the page for the permission settings to take effect.
Video is stuttering or breaking up. Video chat is bandwidth-intensive. Check your network connectivity and quit any application that may produce high network traffic.
Video is blank or there is no audio.
  • Clear your browser's cookies.
  • Are your drivers up-to-date? Install the latest drivers for your devices.
  • Are other applications using your webcam? Multiple capture may not be supported by your system. Ensure that the webcam light is off before starting the chat and quit all potentially interfering applications.
  • Are both audio and video streams enabled? Check the media controls.
Video chat starts in a popup window. Your site is served over an unsecured (HTTP) connection. See Configuring the chat window for how to fix the problem.

Customize a layered chat window using JavaScript

Take advantage of events and extend chat window features using JavaScript.

A layered chat window can trigger events during its life-cycle and allows you to work with JavaScript without restrictions.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

Adding custom scripts

On the Customization tab, select Layered - Detailed and select the Includes key group. Includes allow you to inject JavaScript code and attach event listeners to chat windows with different scopes:

  • Chat Frame Javascript Include: Listeners and handlers run inside the iFrame object
  • Chat Window Javascript Include

What is the difference between a chat window and a chat frame?

Every layered chat window is comprised of a window and a frame object.

  • A chat window object is a container element that controls the window object of the host page, in which the chat window is embedded. As a consequence, listeners and handlers run outside the context of the iFrame object.
    Note: If the ancestor of a chat window is a separate window or tab, outside events, listeners and functions are not used.
  • A chat frame object is the window object of the innermost iFrame object, in which the chat runs.
    Note: If the ancestor of a chat window is a separate window object, the scope is the window object of the standalone window or tab.
Tip: Use the calledmobileChat variable to retrieve the object handle in use.

Using events and listeners

There are two ways to attach event listeners:

  • Use the mobileChat.addListener(eventName, eventHandler) method to register the handler.
    Important: eventName must be a valid event and eventHandler must be a callable function object, otherwise the listener throws an error.
  • Create a global function.
Tip: You can create more than one listener for an event in the following ways:
  • Mix the methods above
  • Call the addListener method more than once using the same event name
Note: A listener registered via the addListener method takes precedence, otherwise event handlers are executed in the order of registration.

Can I remove a registered listener? Calling the addListener method prevents the listener to be cleared. Global functions can be removed.

List of event functions

Table 1. iFrame events
Event Global function name Description Arguments
new-message bc_newHistoryMessageCallback New message added to chat history
  • integer personType
  • String messageText
  • DOMObject messageObject
chat-ended bc_chatEndedEventCallback Chat ended  
push-page bc_pushPageEventCallback A PushPage request sent by the agent and the customer accepts to be redirected to the target URL
  • String url
page-loaded bc_chatWindowLoadedEventCallback Page loaded  
resize bc_resizeEventCallback Elements resized  
Note: Events inside the iFrame object are forwarded to the context of the window object, but arguments may not be retained.
Table 2. window events
Event Global function name Description Arguments
new-message bc_newHistoryMessageCallback New message added to chat history
  • integer personType
  • String messageText
page-loaded bc_chatWindowLoadedEventCallback Page loaded  
chat-ended bc_chatEndedEventCallback Chat ended  
chat-closed bc_chatClosedEventCallback Chat closed  
push-page bc_pushPageEventCallback A PushPage request sent by the agent and the customer accepts to be redirected to the target URL
  • String url
resize bc_resizeEventCallback Elements resized  
maximized bc_chatWindowMaximizedEventCallback Frame maximized  
minimized bc_chatWindowMinimizeEventCallback Frame minimized  
Example:
 

The following snippets provide two different implementations of the same functionality.

  1. Create two listeners for every available event.
  2. Log the following to the console when an event is captured:
    • event name
    • event context
    • listener type
    • function name if the listener is a global function

iFrame object snippet (addListener method)

var _tEvents = {
        "new-message": "bc_newHistoryMessageCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "push-page": "bc_pushPageEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "resize": "bc_resizeEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured inside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

window object snippet (global function)

var _tEvents =  {
        "new-message": "bc_newHistoryMessageCallback",
        "resize": "bc_resizeEventCallback",
        "chat-closed": "bc_chatClosedEventCallback",
        "chat-ended": "bc_chatEndedEventCallback",
        "minimized": "bc_chatWindowMinimizeEventCallback",
        "maximized": "bc_chatWindowMaximizedEventCallback",
        "page-loaded": "bc_chatWindowLoadedEventCallback",
        "push-page": "bc_pushPageEventCallback"
    },
    _tFunction = function(i, type, fName) {
        console.warn("event \"" + i + "\" captured outside the frame with " + type + (fName ? " (function name is '" + fName + "')" : ""));
    };
for (var i in _tEvents) {
    mobileChat.addListener(i, _tFunction.bind(window, i, "listener"));
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
}

Auto Answers: Customer self-service

Auto Answers is a self-service support feature that provides customers a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from agents.

When enabled, Auto Answers provides customers a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from agents. The feature is configured per chat window definition, which allows you to differentiate and customize customers' chat experience on your site.

Requirements

  • Only available for layered windows
  • Not available for pop-up windows

How do customers experience Auto Answers?

The typical engagement sequence for customers is as follows.

  1. The customer asks an initial question.
  2. The customer browses and rates the available answers.
  3. The customer initiates live chat if the issue persists
Note: You can run reports on Auto Answers at https://reports.boldchat.com/.

Task One: Populate the answer pool

Auto Answers utilizes canned messages to present the most relevant answers to customers based on various factors, such as frequency of use, popularity, customer rating and key terms.

You can populate the pool of questions and answers using either the admin.Bold360.com or via API calls.

  1. Add Canned Messages in the Web Admin Center
  2. Manage Canned Messages via API

    This method is the preferred way to import large amounts of data, such as an entire knowledge base or FAQ to be used with Auto Answers.

    1. Use Canned Folders CRUD Methods to organize and set up Chat Message folders.
    2. Prepare your content.
      • HTML markup and simple CSS formatting are supported.
      • Images must reside on a location accessible to Bold360 and should be referenced using fully resolved URLs.
      • Individual messages are limited to 65,535 bytes (HTML source). We recommend that you split complex and/or lengthy content into smaller chunks to improve user experience.
    3. Import the corpus using Chat Canned Folders CRUD Methods.

Task Two: Configure the Chat Window

Fine-tune how and when Auto Answers are presented. For example, when do you want to show Auto Answers to customers? Will they be forced to read answers, or can they bypass them before engaging with an agent?

  1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
  2. Select the chat window you want to use with Auto Answers.

    Result: The Edit Chat Window page is displayed.

  3. Along the left side of Edit Chat Window page, select the Auto Answers tab.
  4. On the Auto Answers tab, select Enable Auto Answers.
  5. Set Status options:
    Option Description
    When agents are unavailable: Show Auto Answers When no agents are available, customers are shown Auto Answers.
    When agents are available: Show Auto Answers before chat When agents are available, customers are always shown Auto Answers before reaching an agent.
    When agents are available: Show only if chat queue reaches % of limit While the queue size stays below the defined threshold, Auto Answers is not available and customers can initiate live chat in the usual manner. The maximum queue size must be greater than zero.
    When agents are available: Bypass Auto Answers when the initial question yields no results Customers reach an agent if no Auto Answers match their initial question.
  6. Set Customer options:
    Option Description
    Optional ? Can bypass Auto Answers and chat anytime

    Customers are free to use Auto Answers or engage in live chat with an agent anytime.

    Mandatory ? Must use Auto Answers before chat is allowed

    Customers must ask questions or click responses a certain number of times before they can initiate live chat with an agent (Chat only after required clicks or questions).

    Adaptive ? When queue limit % reached, must use Auto Answers

    Customers are free to use Auto Answers or engage in live chat with an agent while the customer queue size stays below the defined threshold. When the threshold is exceeded, customers must ask questions or click responses a certain number of times before they can initiate live chat with an agent (Chat only after required clicks or questions).

  7. Under Display options, configure how answers are displayed to customers:
    • How answers are displayed: Determines whether customers are shown the Subject only or the Subject and two lines of body (the first two lines of an answer).
    • Number of answers to show: The length of the response list length; maximum number of query results displayed.
    • Allow customers to view answers after agent response for X seconds: Once the agent responds, the amount of time a customer can browse answers before being redirected to live chat.
  8. Under Canned messages for auto answers, select the message folders to be used with your chat window.
  9. Under Answer Rating and Relevance, influence what articles are shown to customers:
    Option Description
    Irrelevant answer filter Leave out results with no Keyword matches, no positive votes, and/or that have received negative votes after the same question.
    Boost by keyword match Promote answers with terms in their Keyword field that match the customer's question. That is, a match on a Keyword carries more significance than a match on words in the body of the answer.
    Boost by positive ratings Promote answers that are rated positively by customers.
    Demote by negative ratings Demote answers that are rated negatively by customers.
    Demote by lack of reading Demote answers that are regularly ignored by customers.
  10. Select the message folders to be used with your chat window under Canned Message Folders for Auto Answers.
  11. Save your changes.
Tip: Use the Data Extraction API to gain insight into how your customers use Auto Answers via the getAutoAnswers method.

Customize a pop-up chat window

Pop-up chat windows open in a new browser window.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

You can customize the following interface elements:

  • Window texts, messages, and labels
  • Colors
  • Logo and images
  • Layout and custom scripting

You can use key chaining to reuse values for related elements.

Layout overview

A pop-up window has the following variables of individual elements:

  1. Logo URL
  2. Text Color
  3. Content Background Color (R,B,G)
  4. Header Background Color
  5. Chat message field
  6. Send Button
  7. End Button

Overview of customization setting groups

The following table describes the key areas that you can customize for pop-up chat windows in Bold360:

Main group - Key group Description
Pop-up - Basic > AutoAnswers Defines Auto Answers messages for your customer self-service. For more information, see Auto Answers: Customer self-service.
Pop-up - Basic > Colors Defines the color scheme of your pop-up chat window. For more information, see Colors (Pop-up - Basic > Colors).
Pop-up - Basic > Logo Defines the logo and favicon displayed in the pop-up window.
Pop-up - Basic > Other Defines the default customer name and the title of the chat window.

The default customer name is displayed when a pre-chat form is not available or the customer does not provide a name.

Pop-up - Basic > Sizing Defines the default size of the chat window.
Pop-up - Chat page > Buttons Defines the button caption for ending the chat session.
Pop-up - Chat page > Chat History Defines the layout of agent-, customer-, and system messages in the chat panel.
Pop-up - Chat page > Header/Footer Defines CSS styles for the different parts of the chat window.
Pop-up - Chat page > Sizing Overrides the default size of the chat window that you can set in the Pop-up - Basic > Sizing key group.
Pop-up - Details > ACD Defines messages that the Automatic Distribution system displays to customers while they are waiting for an agent in queue.
Pop-up - Details > ActiveAssist Defines messages for the customer before and during co-browse sessions.
Pop-up - Details > Buttons Defines button captions of the chat window.
Pop-up - Details > Chat Transcript Defines labels of the chat transcript dialog.
Pop-up - Details > Chat Window Defines system messages in the chat window.
Pop-up - Details > Header/Footer Overrides default CSS styles for the different parts of the chat window that you can set in the Pop-up - Chat page > Header/Footer key group.
Pop-up - Details > Miscellaneous Various labels and messages related to unavailable agents, auto-translated messages, chat validation, and basic action buttons, such as Yes, No, OK, and Cancel.
Pop-up - Details > Post Chat Survey Defines button captions and labels on the post-chat form.
Pop-up - Details > Pre Chat Survey Defines button captions and labels on the pre-chat form.
Pop-up - Details > Remote Control Defines button captions, labels and messages when the customer is in a remote control session.
Pop-up - Details > Sizing Defines the default size of the chat window. These values are taken from the Pop-up - Basic > Sizing key group by default.
Pop-up - Details > Unavailable Email Defines system messages and labels for the email that customers can send when chat is not available.
Pop-up - Post chat > Buttons Defines the button caption for sending the post-chat form.
Pop-up - Post chat > Header/Footer Defines CSS styles for the different parts of the post-chat window.
Pop-up - Post chat > Sizing Defines the size of the post-chat window.
Pop-up - Pre-chat > Buttons Defines the button caption for sending the post-chat form.
Pop-up - Pre-chat > Header/Footer Defines CSS styles for the different parts of the pre-chat window.
Pop-up - Pre-chat > Sizing Defines the size of the pre-chat window.
Pop-up - Unavailable email > Buttons Defines the caption of the Close button when chat is not available and the sending e-mail is enabled for the customer.
Pop-up - Unavailable email > Header/Footer Defines CSS styles for the different parts of the window where the customer can send an email when agents are unavailable.
Pop-up - Unavailable email > Sizing Defines the size of the window where the customer can send an email when agents are unavailable.

Window texts, messages and labels

Window texts, messages and labels can be customized per language. See also Provide a chat window in multiple languages.

Colors (Pop-up - Basic > Colors)

Tip: As a general rule, variable names reflect the name of the corresponding key. For example, you can refer to the Header Font Color key with the header_font_color variable.
Key Variable Description
Content Background Color (R,G,B) (Pop-up ? Basic) content_background_color

Default: #F0F0F0

The background color of the upper panel, where the chat messages are displayed.
Header Background Color (Pop-up ? Basic) header_background_color

Default: url('https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.png')

The background color of the window header.
Text Color (Pop-up ? Basic) text_color

Default: #000000

The font color of messages.
Text Font (Pop-up ? Basic) text_font

Default: verdana, arial, helvetica, sans-serif

The font family of messages.
Text Size (Pop-up ? Basic) text_size

Default: 12px

The font size of messages.

Chat message fieldSend ButtonEnd Button

Logo and images (Pop-up ? Basic > Logo)

Note: The default aspect ratio of the logo image is 1:1 (square). This setting can be overridden in the style sheet.
Key Default value Description
Logo - Favicon URL https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.pnghat.com/favicon.ico The URL of the favicon that is displayed on your browser's tab.
Logo Link URL http://www.boldchat.com The web address where the customer navigates by clicking the logo.
Logo URL https://genesyscustomercare.nanorep.co/storage/nr1/kb/8AF2B933/8AF2BA4B/8C810D27/531/lightbulb_bg.pnghat.com/ext/images/BoldChat_logo.png The URL of your logo.

Button captions of the chat window, pre-chat, and post-chat forms

You can show custom buttons to customers to close the chat window, start chat from the pre-chat from, or close the post-chat form.

  1. Depending on which button's caption you want to customize, do the following:
    • To change the button caption for ending the chat session, go to Pop-up - Chat page > Buttons > Submit Button
    • To change the button caption for starting the chat from the pre-chat form, go to Pop-up - Pre-chat > Buttons > Submit Button
    • To change the button caption for closing the post-chat form, go to Pop-up - Post chat > Buttons > Submit Button
  2. Change the caption of the button in the editor at the bottom of the page.
  3. Save your changes.

Chat window size

The default size of a pop-up chat window is 480px (height) x 640px (width). To resize the chat window, go to Pop-up - Basic > Window and set the new Window Height and Window Width.

Layout and custom scripting (Pop-up ? Chat page)

Includes allow you to inject custom JavaScript code, redesign the layout and fine-tune CSS settings in one place.

To customize your CSS code, you can inspect chat window elements to determine their scope using Chrome, Firefox, or a professional development tool.

Group Key Type Description
ActiveAssist (Pop-up ? Details) Co-browse Stylesheet CSS Defines the window's appearance during co-browse sessions.
Header/Footer (Pop-up ? Chat page) Footer Include CSS Defines the appearance of the footer bar.
Header/Footer (Pop-up ? Chat page) Head Include CSS Defines global styles.
Header/Footer (Pop-up ? Chat page) Header Include CSS Defines the appearance of the header bar.
Header/Footer (Pop-up ? Chat page) Navigation Include HTML Defines the structure of the navigation bar.
Header/Footer (Pop-up ? Chat page) Side Bar Left Include HTML Defines the appearance of the bar on the left side of the chat panel, which is not visible by default.
Header/Footer (Pop-up ? Chat page) Side Bar Right Include HTML Defines the appearance of the bar on the right side of the chat panel, which is not visible by default.

Data Protection

For more convenient handling of GDPR requests, you can schedule customer data deletion and data export to XML directly from the Web Admin Center. This allows administrators to manually select customers and remove their sensitive data from the Digital DX system.

Note: The ability to change data protection settings is disabled for all permission groups and must be explicitly enabled by selecting the Account Settings > Access Data Retention Settings permission.
  1. In the Web Admin Center, go to General > Data Protection.
  2. Type a customer ID or email address into the field at the top of the page. You have the following options:
    Option Description
    Schedule deletion and export The selected customers' data will be first exported and then permanently deleted. This data cannot be recovered. The download link to the exported data is valid for 14 days or until manually deleted.
    Schedule export only The selected customers' data will only be exported to XML, but not removed from the system. The download link to the exported data does not expire, but can be manually deleted.
    Important: Scheduling is not immediate; deletion and export occurs automatically once a day.

How to protect customer data (Data Obfuscation)

Data obfuscation, also known as data masking, is a security feature that allows you to replace potentially sensitive data with generic characters to ensure that sensitive information is safe. You can set data (for example, credit card numbers, social security or personal ID numbers, telephone numbers) to be replaced by generic characters either in real-time or once the chat has ended.

This feature is part of the Chat Window setup, meaning that you cannot use data obfuscation in channels other than chat. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.

  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Message content tab, select Conceal sensitive information and then choose the following options:
    Option Description
    What to Conceal
    • Select All numeric strings to conceal all recognized number sequences, such as credit card, social security and phone numbers.
    • Select Only credit card formats to mask user input that conforms to standard credit card number formats. When this feature is in use, a credit card number such as 12345-12345-12345 is stored as xxxxx-xxxxx-xxxxx.
    • Numbers grouped as follows are considered credit card numbers:

      • 3-4-4-2
      • 4-4-3-2
      • 4-4-4-4
      • 4-6-4
      • 4-6-5
    Note: Currently, the following numbers are concealed as they are considered to be credit card numbers:
    • 13 digits starting with 4,5, or 6
    • 14 digits starting with 3,5, or 6
    • 15 digits starting with 1,2,3,5,6, or 8
    • 16 digits starting with 2,3,4,5,6,8, or 9
    • 17 digits starting with 3,5,6, or 8
    • 18 digits starting with 3,5,6, or 8
    • 19 digits starting with 3,5,6, or 8
    When to Conceal
    • Select Only upon close to allow data to be seen during chat, but then hidden after close.
    • Select Immediately, but not from customer and agent to allow only the assigned agent to see the information.
    • Select Immediately, from everyone to hide the information from everyone.
  3. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button definition.

What are best practices for data obfuscation?

We recommend enabling data obfuscation. The exact settings to configure depend on the organization; however, our recommendation is to encrypt all numeric strings, but "only upon close". This will allow agents and customers to see all numbers in the chat but will encrypt after the conversation. That being said, certain organizations may not accept credit card numbers over chat so it may make sense to encrypt credit card numbers "immediately, from everyone".

Customers who request a transcript and see encrypted numeric strings will have more confidence that their data is safe with you and your organization, leading to higher customer satisfaction. Stronger security and compliance with PCI and other standards.

How to route items among same-rank agents

As part of your routing strategy, you can change how items are assigned to same-rank agents by overriding Automatic Distribution (AD) as part of the department setup process. You can also assign Urgency to determine which queued items will be assigned first.

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Automatic Distribution tab, choose a channel and click Override account-level distribution settings.
  3. Select a method under Agents waiting for an assignment > Among same-rank agents, assign by this method.
    • Least Busy. Assign the next incoming chat to the agent who has the fewest active chats and has waited the longest. This naturally means that if you have multiple agents available with no chats, ACD will assign the next incoming chat to the agent who has been in Available status for the longest period of time. Choose this to balance the chat workload between agents.
    • Most Busy. Assign chats to your busiest agents. The next incoming chat is assigned to the agent who is handling the most chats 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-chat tasks along with their chat related work. Those who are chatting will stay busy chatting, while others can stay focused on non-chat tasks. To prevent overload on a single agent, make sure concurrent chat limits are set.
    • Round Robin. Rotate chat assignment among all available agents regardless of waiting time or number of active chats (until their concurrent limit is reached). Choose this option to balance the number of chats assigned per agent. Lower ranked agents will only be assigned a chat if all higher ranked agents have reached their limit.
  4. Save your changes.

Set up automatic email replies

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

  1. 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.
  2. On the Auto Responder tab, select Auto responder enabled.
  3. Click Create New.
  4. Enter a name for your auto responder rule set and Click Add Criteria.
  5. 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.
  6. 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.

How to send chats to a rollover department

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

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

Important: Chats are not assigned to the rollover department, only the original department's membership is expanded with the agents of the rollover department. The original department keeps ownership of the work item.

Rollover departments are set when creating or editing a department.

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Rollover departments tab, select a department.

    Result: The selected department is displayed in the table at the top of the screen.

  3. Under Rank, define the order in which the rollover department will receive rollover items.
  4. Save your changes.

About Bold360 and Salesforce field mapping

You can map the following Bold360 fields to Salesforce fields:

Bold360 field Type Description
Area Code Numeric The are code of the customer's phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey.
Category Text The User Category that the Agent selects in the post-chat form.
Chat ID Numeric Bold360-assigned unique identifier for each chat session.
Chat Name Text The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey.
Chat URL URL Specific web address from where the chat was started.
City Text The city of the customer based on the geographical location of the specific IP.
Closed Text Date and time in UTC format when the customer closed the chat window.
Comments Text Comments that the customer provided in the post-chat survey.
Country Text The country of the customer based on the geographical location of the specific IP.
Created Text Date and time in UTC format when the chat was created by clicking the button or invite.
Custom URL Text The custom URL of the chat that's not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.
Department Text The name of the Bold360 Department that the chat was most recently assigned to.
Due Date Text This field is no longer actively used
Ended Text Date and time in UTC format when either the customer or agent ended the chat.
Ended By Text The party who ended the chat session.
Ended Reason Text Reason for why the chat was ended, which is either disconnected or closed.
First Answered Text Date and time in UTC format when the chat was first answered.
Flagged Binary Displays whether the chat was flagged within Bold360.
Folder Text Name of Bold360 folder in which the chat was created.
Initial Question Text Initial question of the customer as entered on the pre-chat form.
IP Numeric The IP address of the customer's device connecting to Bold360.
Knowledge Numeric Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Last Visitor Message Sent Text Date and time in UTC format when the customer's most recent message was received.
Net Promoter Score Numeric Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Operator Text The name of the most recently assigned agent.
Operator Message Count Numeric The number of messages that agents sent.
Overall Numeric Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale. Only available when post-chat survey is enabled.
Page Type Text The last page of a chat window presented to a customer:
  • 0 - The "final" page type (where the chat window is closed)
  • 1 - The main chat page
  • 5 - The post-chat survey form
  • 6 - The pre-chat survey form
  • 7 - The unavailable email form
  • 9 - The "browser unsupported" page
  • 10 - The post-chat survey submitted notice page
  • 11 - The unavailable email submitted notice page
  • 12 - The "no operators" page shown when there's no available email form.
  • 14 - The "chat not validated" page shown when validation fails.
Professionalism Numeric Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Region Text The state/province of the customer based on the geographical location of the specific IP.
Responsiveness Numeric Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Reverse IP Numeric The IP address of a customer's IP. Used for reverse DNS lookup.
Started Text Date and time in UT format when a chat was started from the chat queue.
Status Text Status of the customer as selected by Agent in the post-chat form.
Unresponded Message Count Numeric Number of customer-sent messages received since the last agent message.
Visit Email Text The email address of the customer, captured within the VisitEmail parameter or through Email in the pre-chat survey
Visit ID Numeric Bold360-assigned unique identifier for each site visit.
Visit Info Text Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code.
Visit Phone Numeric The phone number of the customer, captured within the VisitPhone parameter or through Phone in the pre-chat survey.
Visit Ref Text Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code.
Visitor ID Numeric Bold360-assigned unique identifier for visitor.
Visitor Message Count Numeric The number of messages that the customer sent.

How to set up an experiment (Experiment Engine)

Use the Experiment Engine to test variations of buttons, windows, invitations, and invite rules or rule sets. In more technical terms, an experiment is a targeted modification of any currently deployed HTML snippet/Website definition.

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

Gain insight into your chat strategy by varying the chat button or invitation rule set that is presented/applied to customers who qualify for the experiment based on criteria of your choice. Experiments are active for each HTML snippet with which a website is associated.

For example, let's say you currently have an HTML snippet deployed to your home page that shows a yellow fixed-position chat button to your customers. You want to decide if a green fixed-position button will perform more effectively. To test this, you open the website associated with your HTML snippet and set up an experiment that shows the currently deployed yellow button to 50% of customers (also referred to as the Control Group) and the experimental green button to the other 50%.

Tip: Experiments are a convenient way to modify buttons and rule sets without re-deploying an HTML snippet.
  1. Open a website, as follows:
    1. In the Web Admin Center, go to Organization > Websites. The Websites page is displayed.
    2. Select an existing website or click Create New.

    Result: The New/Edit Website window is displayed.

  2. Click the Experiments tab.
  3. If you plan on running multiple experiments, please take a moment to understand the implications of running multiple experiments simultaneously. As a general rule, you should avoid setting up your experiments that allow a single visit to qualify for multiple experiments. Proper filtering should ensure that each customer will only qualify for one experiment. Nonetheless, if you are unsure of your filters, we recommend NOT selecting the Allow customers to qualify for simultaneous experiments option.
    • When Allow customers to qualify for simultaneous experiments is selected, each customer can potentially qualify for multiple experiments per visit (based on the Who to include filter). This may result in a single user being represented multiple times in reports. We recommend using this feature only when your filters allow customers to qualify for one active experiment at a time.
    • When this option is not selected, customers are randomly and evenly distributed between running experiments and checked against active filters. Customers not qualifying for an experiment will not be forwarded to another experiment (even if they would have otherwise qualified for the "next" experiment). If your experiments are unfiltered or use similar filters, do not allow customers to qualify for simultaneous experiments.
  4. On the Experiments tab, click New Experiment.

    Result: An experiment is created.

  5. Give the experiment a Name.

    The name cannot be changed once the experiment has started.

  6. Schedule the experiment, as follows:
    Option Description
    Scheduled Start Begin analyzing customers at this date and time. It can take up to a minute after the scheduled start time for buttons and invitations to be presented.
    End Stop applying experiment filters to customers at this date and time. Any customer who has already been presented a test item will still be evaluated.
    Add different close date (Scheduled Close) To stop evaluating the behavior of participants still in the experiment, you must close the experiment. Any customer who still participates in an experiment will not be included in the results after this time and date.
  7. If you do not want the experiment to apply to all customers, under Who to include you can define customers who will be subjects of the experiment.
    1. Click Add Criteria and select from available filters.
  8. Under What to test, set up your experiment:
    1. Click Add Action and choose an item.
      Note: Control Group refers to the currently deployed buttons and rulesets for a given site (HTML snippet with a website definition).
    2. Choose a specific instance of the item.

      Example: ThisSpecificButton or ThatSpecificRuleset.

    3. Add additional items as required (Add Action button).
    4. Set the percentage of customers included in the experiment who will be engaged by each item in the experiment.

      Example: Show ThisSpecificButton to 33% of qualified customers and ThatSpecificRuleset to 33% of qualified customers, and show the currently deployed item (Control Group) to 33%.

    Test Items Notes
    Fixed Button For HTML snippets already using a fixed chat button.
    Floating Button A floating button experiment hides a fixed button only when there is no other active floating button in the current deployment.
    Invite Rulesets For invitations, experiment filters are secondary to filters in the currently deployed invitation. (For example, if your current invitation is filtering for the USA, customers who are not in the USA will never see experimental invitations regardless of filters set in the experiment).
    No Interactions Choose this to show "nothing" in place of the currently deployed item.
  9. Save your changes.

    Result: The settings are applied to the website definition.

At the scheduled start time, for each HTML snippet to which this website is associated, customers will be analyzed and buttons/invitations presented. Customers can only be presented one item from the experiment at a time.
Remember: A running experiment cannot be modified.

Set up conversion tracking

Use Digital DX to track conversion events so you can relate specific chats to actual sales or other milestones, such as new account created or page viewed, thus allowing you to track individual success as a basis for paying commissions.

Conversion tracking at-a-glance

Conversion tracking allows you to measure chat's impact in relation to a specific call to action. For example, to measure the impact chat has on sales or to measure registration or form completion.

  • Conversion tracking relies on Conversion Tracking HTML that has been associated with an identifier called a Conversion Code and inserted to a site that has been set up to pass values for fields known as Custom Conversion Information.
  • Conversion tracking leverages Digital DX's customer monitoring functionality to help associate visits with conversion events.
    • When a conversion event is triggered (for example, a customer makes a purchase) Digital DX looks back at the customer's history and identifies the agent who worked with them most recently. This is how credit for a conversion event is given to an agent.
    • Digital DX can also identify the site from which a customer was referred (for example, a partner site that links to your page). This is how credit for a conversion event is given to a referring site.

To implement conversion tracking, you must create a Conversion Code and associate it with Conversion Tracking HTML that you insert to a site that has been prepared to pass special values when a conversion event occurs. Step-by-step:

  1. Create a Conversion Code, as follows:
    1. In the Web Admin Center, go to Customers > Conversion Codes. The Conversion Codes window is displayed.
    2. Click Create New. The New Conversion Code window is displayed.
  2. Under Conversion Code Name, give the code an identifiable name.

    Example: For example Purchase, July 4th promo.

  3. Under Agent Assignment, you can control how Digital DX "looks for" the agents to credit for a conversion.

    When a conversion event is triggered (for example, a customer makes a purchase) Digital DX looks back at the customer's history and identifies the appropriate agent (for example, the agent who worked with the customer most recently).

    • Consider most recent chats
    • Consider oldest chats
    • Consider most recent chats within X days
    • Consider oldest chats within X days
    • Only consider chats having at least X customer messages
  4. Under Referrer Assignment, Digital DX can be set to leverage information about referring sites (sites from which customer arrive to your site: for example, a partner site that links to your page) so credit for a conversion event can be given.
    1. To only consider visits that contain referrer URL information, select Only consider visits that have a referrer URL.
  5. Save your changes.
  6. Now you must associate the conversion code with Conversion Tracking HTML, as follows:
    1. Go to the HTML tab.
    2. Associate the code with a Website.
    3. To ensure that required values are passed to Bold360, select Pass custom conversion information and Pass custom information about customer.
      Important: Make sure your site is able to populate the value of these fields! You may need to work with a web developer to use ASP, JSP, PHP, or similar.
  7. Save your changes and copy and paste the code to your site.

Featured

Allowlists and the Bold360 platform

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 - 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)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, 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 addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • 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.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

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