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.
Select the Pass custom information about customer option when generating Chat Button HTML.
Values are passed when the customer initiates a chat. Values are shown on the agent workspace together with the incoming chat.
Select the Pass custom information about customer option when generating Customer monitoring HTML.
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).
Select the Pass custom conversion information and Pass custom information about customer options when generating Conversion Code HTML.
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.
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.
To add a custom parameter to your Chat Window definition:
Let's say that you need to pass the following additional variables:
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]);
Result: The custom variable and the new values now appear in the Chat Details window.