Platform_ai Articles

Support Center Customization

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

Tip: Check out this video to see support center configuration in action.
This video is currently under construction. Thank you for your patience.
  1. Go to Touchpoints > Support Center and click the Page Templates tab.

    Result: The HTML Master page set-up is displayed, which you can then customize using placeholders (documented here).

  2. Use the special syntax in the tables below to insert the dynamic content (i.e article body) to your pages.
    Table 1. Entity Selector Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < nR:Entity type="label" id="B025" >

    Selects the specified label by ID

    label

    Entity Selector

     

    < nR:Entity type="article" id="B025" >

    Selects the specified article by ID

    article

    Entity Selector

    Table 2. Repeater Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

    labelId = -1 articles with no parent labellabelId = < %Label.ID% > current label ID, maxItems, sort(=faq), days

    < nR:Repeater type="article" sort='faq' labelId='1234' > ... < /nR:Repeater >

    Repeater's enclosed code for each article in the specified enumeration. For information on sorting articles in your Support Center, see How to change the sorting of support center articles

    article

    Repeater

    labelId, maxItems, sort(=faq), days

    < nR:Repeater type="attachment"> ... < /nR:Repeater >

    Repeater's enclosed code for each attachment for current article

    attachment

    Repeater

     

    < nR:Repeater type="phrasings"> ... < /nR:Repeater >

    Repeater's enclosed code for each phrasing for current article

    phrasing

    Repeater

    type='root'/'all'/'nestedUnder/list' maxItems='10' (OPTIONAL)

    < nR:Repeater type="label"> ... < /nR:Repeater >

    Repeats for each Label

    Label

    Repeater

      < nR:IF condition="Site.IsMultiKB" > < nR:Repeater type="language" > < a href="< %Lang.URL% >" >< %Lang.Code% >< /a > < /nR:Repeater > < /nR:IF > Repeats for each separate language KB Language KB Repeater
    Table 3. Value Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < %Site.Name% >

    Configured site name

    Site.Name

    Value

     

    < %Site.Domain% >

    Configured site domain

    Site.Domain

    Value

     

    < %Site.URL% >

    Configured site URL (includes http/s)

    Site.URL

    Value

     

    < %Site.Account% >

    Configured site Account

    Site.Account

    Value

     

    < %Site.KBID% >

    Current knowledge-base ID

    Site.KBID

    Value

     

    < %Label.Name% >

    Label name

    Label.Name

    Value

     

    < %Label.ID% >

    Label ID

    Label.ID

    Value

     

    < %Label.Link% >

    Link to dedicated label page

    Label.Link

    Value

     

    < %Label.Count% >

    Amount of elements in label

    Label.Count

    Value

     

    < %Label.PositionInPath% >

    0 based index of position in current path, -1 returned if label is not in path

    Label.PositionInPath

    Value

     

    < %Article.ID% >

     

    Article.ID

    Value

     

    < %Article.Title% >

     

    Article.Title

    Value

     

    < %Article.Body% >

     

    Article.Body

    Value

     

    < %Article.Link% >

     

    Article.Link

    Value

     

    < %Article.AttachmentCount% >

     

    Article.AttachmentCount

    Value

     

    < %Article.Attachment.URL% >

     

    Article.Attachment.URL

    Value

     

    < %Article.Attachment.Name% >

     

    Article.Attachment.Name

    Value

     

    < %Article.MetaDescription% >

    Articles Meta-Description

    Article.MetaDescription

    Value

     

    < %Article.PhrasingCount% >

     

    Article.PhrasingCount

    Value

     

    < %Article.Phrasing% >

     

    Article.Phrasing

    Value

     

    < %Repeater.Ordinal% >

    The ordinal for current repeater loop

    Repeater.Ordinal

    Value

    Use in condition "Page.Type=Home" to check page type:Home/Label/Article

    < %Page.Type% >

    Determines the current page type

    Page.Type

    Value

    checks if current Label is the current page label

    < nR:IF condition= "Article.IsPageArticle" >

     

    Article.IsPageArticle

    Value (condition only)

    check if the current Article is the current page article

    < nR:IF condition= "Label.IsPageLabel" >

     

    Label.IsPageLabel

    Value (condition only)

     

    < %Site.NanorepDomain% >

    Places Digital DX AI servers domains

    Site.NanorepDomain

    Value

     

    < %Page.Error% >

    The error that is displayed

       

What are Bold360 AI contextual answers?

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

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

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

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

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

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

How do I set up contextual answers?

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

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

  1. Add values to context category
  2. Add context values to articles
  3. Add context definition to website script
  4. Implement context in Support Center
  5. Implement contextual answers in FAQ
  6. Use context in channeling policies

How do I define an article's context?

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

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

Tip: Check out this video to see how context and article variations work.
This video is currently under construction. Thank you for your patience.
  1. In the AI Console, go to Knowledge > Articles and create a new article or open an existing one.
  2. Below the title of the answer, click on a context category to see the list of context values.

  3. Select one or more values from the drop-down list.
  4. Optional: Set other context categories.
  5. Publish the article.
Tip: To create different answers for the same question but for different audiences, use article variations as described here. For example, for the question "How do I change my reservation?" one answer could be for flights and another could be for hotels.

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

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

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

Replace target@email.com with your email address.

Example:
 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

You can have all your support e-mails handled through one interface and based on a single knowledge base. To forward your support e-mails to the Bold360 AI incoming e-mail address, do the following:
  1. Go to Admin Center > Ticketing Settings > Ticketing Basics tab.
  2. Copy the email address from the Inbox Address field.
  3. Click more addresses and select the label to be attached to the incoming ticket. If you do not select any label, emails will go to your Inbox.
  4. Save your changes.

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

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

  1. Define the answer the bot returns when it can't answer the customer's question.

    You can set up multiple messages or create articles that the bot returns when the customer's search yields no results. See How to configure conversational touchpoints to learn more about how to set these up.

    Note: You can't use an article for the final message as that prevents the bot from triggering the escalation.
  2. Define channeling policies to cover different scenarios.

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

    Agent only

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

    Note: To prevent the bot from providing an answer, you must have an empty knowledge base.
    Bot only If you want your customers to talk to the bot only on the messaging channel, make sure you have defined error answers for when the bot can't find an answer to the customer's query.
    Agent and bot experience

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

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

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

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

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

  1. Set up a department for your new channel.

    If you didn't select a department during the integration steps, now's the time to do so.

  2. Enable messaging channels for agents.
    1. Log in the Web Admin Center.
    2. On the Organization > Agents page, select the agent.
    3. On the Agent information tab, under Channels select Agent is available for Additional Channels.
    4. Save your changes.
  3. Optional: Set up Smart Advisor.

    When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

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

    To set up Smart Advisor, see Integrate a chatbot.

  4. Optional: Set up canned messages.

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

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

    To set up Canned messages, see Canned messages for agents.

  5. Optional: Set up wrap-up fields.

    You can create labels (wrap-up fields) to organize items in a channel automatically according to rules or manually by an agent during wrap-up.

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

    To set up wrap-up fields, see Wrap-up Fields: Organize items by Category, Custom Field, Status.

  6. Optional: Set up automatic distribution.

    Automatic distribution is available for messaging channels under Messaging > Automatic Distribution. See Set up automatic distribution for messaging.

  7. Optional: Set up routing rules.

    You can route your incoming messages to specific departments based on rules that you set up in the Web Admin Center. See Manage incoming messaging items according to rules (Messaging Rules Engine).

  8. Optional: Set up inactive conversations.

    You can use this option to avoid the problem of filling up the agents' active queue. See How to configure messaging channels for more information.

How to monitor traffic on messaging channels

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

Monitoring capabilities in the AI Console

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

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

Monitoring capabilities in the Agent Workspace

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

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

What are messaging applications in Digital DX AI?

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

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

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

  • Provide bot-only support if you do not have human agents
  • Provide agent-only support if you want your customers to always talk to a human agent
  • Use the combination of bot and agent support, if you want the bot to cover out of hours support and help your agents during business hours
Note: You need access to the AI Console if you want to use a bot only on your messaging application. For an agent-only and a bot and agent experience you need to have access to both the Agent Workspace and the AI Console.

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

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

How to configure messaging channels

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

Make sure you have created a messaging channel.

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. Choose (Configure) next to the channel that you want to configure.
  4. Adjust the options as necessary.
    Status messages

    You can change the default messages for the following cases:

    • The conversation is escalated or closed
    • There is a network issue and the customer's message cannot be delivered
    • There are multiple answers for a customer question
    Contexts If you use context to have article variations for the WhatsApp or Microsoft Teams channel, you can specify the context here to let the bot know which variations it can display to customers. See How do I define an article's context? to learn more.
    Auto-end configurations

    Bold360 can automatically end conversations after the specified time measured from the last customer-sent message. You can define an interval between 30 minutes and 24 hours.

    You can also define a message for customers when their conversation automatically ends.

    Nanorep Entities

    When users ask questions on Microsoft Teams, now they can receive personalized answers . For example, if Bold360 is integrated with a third-party ticketing system and the agent asks How many open tickets do I have?, Bold360 can deliver a response that is specific to the user.

    To enable personalized answers, select the Enable Nanorep Entities option for the Microsoft Teams channel you configured under Touchpoints > Widgets > Messaging applications. Then create articles with personalized answers using entities.

  5. Save your changes.

How to manage localization in the Digital DX  AI platform?

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

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

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

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

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

  1. In the AI Console, go to Knowledge > Articles.
  2. Open an article that you want to localize.
  3. On the Localization tab of the Article Editor, click Add localization.
  4. From the Choose KB drop-down list, select the knowledge base where you want to create the localized version of the selected article.
  5. Define the appropriate translation for the selected article:
    • On the Choose an existing answer tab, you can search for an article in the target knowledge base that contains the translation of your article (if you know there is such an article)
    • Otherwise, on the Write Answer tab, you can verify that the translation provided by Google Translate is correct
  6. On the Write Answer tab, add the necessary phrasings to the localized articles and make sure the article is Set Live.
  7. Save your changes.

    The Localization tab, now lists all localized versions of the article. The list includes the name of the user who last edited the localized article, the knowledge base that contains the localized article and the title of the article. Click View next to a localization to open the translated version of the article.

  8. Publish the original article to make the localized versions available.

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

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

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

  1. In the Article Editor, click on the (link) icon in the answer toolbar to open the Link dialog.
  2. On the Link Info tab, enter the text that you want to display as a link.
  3. Select Article from the Link Type drop-down.
  4. Optional: Select the Link to specific variation checkbox.

    When you create a link to an article with multiple variations, by default, Bold360 AI chooses the correct variation based on the context. This option enables you to create a link to a specific article variation yourself.

  5. In the Select an answer field, start typing the title of the article that you want to display once the link is clicked.

    Result: A list of matches is displayed.

  6. Select an article.

    If you selected the Link to specific variation checkbox, you can find and select a specific variation of an article.

Example:
 

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

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

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

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

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

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

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

Conversational prompts

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

The following is an example with multiple prompts:

Dynamic content and personalization

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

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

Example

Buttons and selection options

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

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

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

Example

What is a Bold360 AI chat bot?

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

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

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

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

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

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

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

Every article has an inner and an outer URL.

So, for example, you have:

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

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

There are two ways to proceed from here:

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

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

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

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

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

  1. In the AI Console, go to Touchpoints > Support Center.
  2. Select the support center and on the Settings tab, go to the Content section.
  3. Select Manage labels.
  4. On the Content labels dialog, choose the label you want to edit or create a new one.
  5. Choose for Main Icon and upload an image.

    Example:

  6. Optional: If you'd like to show different icons for active or hover, unselect Use main icon and upload an icon.

    Example:

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

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

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

  1. In the AI Console, go to Touchpoints > Support Center > Settings.
  2. Scroll down to the Content section and select Manage Labels.

    Result: A list of labels is displayed.

  3. Under Manage All, drag and drop to set the order of the labels.
  4. In the Edit section, you can customize how a label is displayed.
  5. You can also set an active and a hover icon for each label.
  6. Save your changes.

How to set up an SSL-secured support center

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

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

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

Please ask your IT specialist to send the following files and information to bold360aisupport@logmein.com:

  • Account name, for example: bold360
  • Designated Certificate URL, for example: https://support.bold360.com
  • The certificate (CRT or PEM) in a text file
    Note: Firewalls may filter other types of files.
  • The private key in a text file
  • The certificate expiration date, for example: 21/03/2022 (optional)
  • Any additional comments (optional)
Important: For security reasons, text files should be password protected. You can create a password-protected ZIP for your text files, or use a protected shared folder when sending your certificate and private key files.

How to redirect an iframe URL in support center

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

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

To setup redirection, do the following:

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

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

How to set the context in an iframe support center

In order to set the context, add a js function to your hosting page:

<script>
function setContextNanorepSupportPage(){
  return "< context Type >=< context Value >"
}
< /script >
Important: Remove the context from the iframe src if it was set there. For example:
<script>
function setContextNanorepSupportPage(){
  return "Device=Mobile"
}
< /script >

Technical Preparations to implement a support center

If you have initial content that can be imported, it is a matter of two to three weeks until you can get Bold360 AI up and running.

Setting up a subdomain with a CNAME

The support center runs on Bold360 AI servers. In order for you to get the score for activities in the support page, you will need to allocate a subdomain out of your main website's domain. In order for your subdomain to use the Bold360 AI server, please specify a CNAME record to point from the support domain to < < account name > >.Nanorep.co.

Once the CNAME is set up, please contact your Customer Success Manager and inform them about this new subdomain URL. The next step would be to update this new URL in the support center settings in the Support center domain field.

Secured (SSL) Setup: If your site is secured, and you've chosen the iframe solution, then we need to set up a secured connection in Bold360 AI and exchange certificates. For more information see this article.

Setting up a parent page for an iframe solution

In order to set up the support center as a part of your existing page (in iframe) you need to add the following code there:

<!-- embedded support center code start -->
<div id="nanorep-support-center"></div>
<script>
! function(t, e, o, n, c) {
    var s = this.nanorep = this.nanorep || {};
    s = s[e] = s[e] || {}, s.host = c, s.path = n, s.domain = t, s.protocol = "https:" === location.protocol ? "https:" : "http:", s.on = s.on || function() { s._calls = s._calls || [], s._calls.push([].slice.call(arguments)) };
    var a = document.createElement("script");
    a.async = a.defer = !0, a.setAttribute("src", s.protocol + "//" + c + n + o), document.getElementsByTagName("head")[0].appendChild(a)
}("your_support_center_domain", "supportCenter", "support-center.js", "/web/", "your_account_name.nanorep.co");
</script>
<!-- embedded support center code end -->

(Replace the highlighted sections with your actual account settings)

If you need to set some predefined context values, place them after the support center domain as query parameters, for example:

("your_support_center_domain/?Brand=Apple","supportCenter","support-center.js","/web/", "your_account_name.nanorep.co")

Advanced configuration

Embed code will insert embedded support center with default settings, but there's a way to set override the settings inside the "Master Page" template like this:

<script src="//<%Site.nanoRepDomain%>/web/support-center.js"></script>
<script>
nanorep.supportCenter.init({  
            noDirectDomainAccess: false, // use "true" to disable direct access to support center     
            supportCenterDomain: '<%Site.nanoRepDomain%>', // Support center subdomain     
            mainSiteURL: '<%Site.MainSiteUrl%>', // Parent page URL     urlPrefix: '#/path' //prefix path for URL hash   });
</script>

How to implement a child support center

If you have several support centers pulling the data from different knowledge bases but have the same support center domain, it is also possible to load them by specifying a unique URL path after the URL Prefix part in the parent page URL. For example, let's say you have 2 knowledge bases:

1) English KB - main support center ( support.your_company.com )

2) Dutch KB - child support center ( support.your_company.com/ dutch )

In order to load the main support center you can just access the parent page URL located and it will be loaded automatically as a default option.

In order to load Dutch child Support center you should specify its unique URL part after URL prefix: http://your_company.com/#path/dutch

where:

your_company.com - parent page URL

#path - default URL prefix

dutch - unique URL part of child support center

Slim Support Center widget customization

For instructions on how to implement these examples see How to customize the Slim widget? guide.

Customize widget width and height

Since this widget type is basically just a search bar from regular embedded widget its width can be limited by changing container div style directly:

#nanorep-embedded-widget {
width: 500px; 
}

As for the widget height, it is highly dependent on font settings in search bar. If you decide to increase/decrease height of search bar, you need to make sure that all the settings below are also increased/decreased:

.widget-embedded--support-center .query-field__placeholder,
.query-field__input {
    padding: 25px 15px 25px;
    /* padding bottom, padding right, padding top */
    line-height: 20px;
    /* should not be less than font-size value */
    font-size: 25px;
    /* should not be bigger than height value height: 90px; }

Answer title font and colors

.answer-header__title-text-node {
    font-family: 'Josefin Sans', sans-serif;
    /* If you use custom font, make sure to link it at parent page */
    font-size: 20px;
    font-weight: bold;
    /* Bold text */
    text-decoration: underline;
    /* Underlined text */
    font-style: italic;
    /* Italic text */
    color: green;
    /* Font color. You can also use color set in HEX or RGB format */
}

Answer text font and colors

Note that we do not recommend overriding any settings except font-family and text color. All other text style changes are to be done in the Article editor.

.answer-body__html { font-family: 'Josefin Sans', sans-serif; }

Customize links

[nr-normalize] a { text-decoration: none ; cursor: pointer ; color: red ; }

What are my options for implementing a support center?

You can implement a support center as a standalone or you can use iframe.

What are the benefits of an iframe implementation?

By using an iframe, you can deliver your support center as an integral part of your website while leaving your site's functionality in place:

  • You get full control of the page wrap including the site's header and footer, cart support, logged in users and any other cross-website functionality.
  • Digital DX AI offers a smart iframe that will
    • Automatically change its size depending on the amount of content inside the iframe
    • Change the hosting parent page URL to reflect the changes in the iframe. For example, if the user navigates to a specific article, the article URL will be reflected in the parent URL. This behavior can be disabled if not desired.
  • The iframe solution fully supports search engine optimization (SEO) including redirect to the parent hosting page if the iframe is opened directly from Google.

What is the standalone solution like?

You can deliver your support center as a standalone, external page with a subdomain address. A standalone support center can't present your site's header and footer and doesn't include other site-specific functionality from your main page either, like user-secured login, cart management or site search.

The benefits of using a standalone support page:

  • Changes in your site are minimal, you just have to add a link to your new page.
  • The page is easy to implement.
  • There is no risk of conflicting code between your site's JavaScript and the Digital DX AI's JavaScript.

How to set up a protected support center

To increase the level of security, Bold360 AI provides cross-origin resource sharing (CORS) policies on its APIs.

CORS enables you to restrict your widgets and support centers to a single URL domain or a list of domains. If a malicious intruder copies your HTML code snippet and adds it to any other site, the widget or support center on that site will not work.

To set up a secure support center, do the following:

  1. On the Touchpoints > Support Center > Settings page, copy your support center URL from the Main Site URL field.
  2. Go to the Admin Center > Preferences page.
  3. In the Allowed Origins field, paste the support center URL you just copied from the Main Site URL field.
  4. Add the URL of your main customer website to the list.
  5. Save your changes.

How can SEO be improved for support centers?

Bold360 AI offers multiple designs for SEO-friendly support pages which include both free search capability and dynamic navigational FAQ hierarchy.

Google can crawl iframes on a website and is indexing the URLs of the iframe itself, not the parent URL. The same applies to the links inside the iframe. The iframe URL and the URL of the links within the iframe point to a subdomain. You can read more about the effect of using a sub-domain on your Google ranking here.

The challenge when setting up a support center is to avoid Google opening the iframe page instead of the support center page.

Bold360 AI solution

In the Bold360 AI solution for a support center, the iframe URL address is a CNAME provided by the customer, for example, support.acmeCorp.com. This iframe is hosted in a page that is defined by the customer as part of the site and will probably have a URL such as acmeCorp.com/support.

In the iframe, navigation links and articles are presented. These include a link to the support page, home page, label pages and article pages. All these links have the following structure: <CNAME URL>/Label1/Label2/Article-ID/Article-Title. For example, support.acmeCorp.com/General/How-to-Contact/12345/our-branches-opening-hours.html.

Search engine flow

The search engines crawl the hosting page and into the iframe. In the iframe, it crawls deeper and collects the information for all the articles and label pages. All of this content is part of the sub-domain assets. The score and links are, therefore, related to the subdomain.

When you want to find an article using Google, you search for the text that is in one of the articles. Google finds the article page and redirects to a page, which has the subdomain URL.

When the user selects an article, the subdomain URL opens. Bold360 AI redirects all these links to the parent page while maintaining the direct path to the relevant article. Eventually, the parent hosting page has a URL like acmeCorp.com/support?path=/General/How-to-Contact/12345/our-branches-opening-hours.html while the iframe inside maintains the URL received by Google support.acmeCorp.com/General/How-to-Contact/12345/our-branches-opening-hours.html.

How does the subdomain structure affect your SEO ranking compared to a subfolder structure?

In late October, 2012, Matt Cutts of Google's Webspam team clarified the subdomain/subdirectory situation as far as Google was concerned. He said "The historical reasons why you might have wanted to go for a subdomain don't really apply as much, and that leaves you with, okay both are on the same domain, overall, and so it's really a question of which one is easier for you." Therefore, your entire site benefits from the effects of search engine optimization.

How can I track subdomain analytics and include it with my main site analytics?

See the multidomain tracking guide for Google Analytics here.

What are the Support Center Analytics?

The Support Center is also trackable with the Bold360 AI Analytics functionality.

From within your Bold360 AI account, go to Analytics > Custom Charts > Support Center.

The following parameters are available for analytics tracking:

  • Visits
  • Page Loads
  • Organic Visits (visits generated via search engines rather than paid advertisements)
  • Total resolved by Support Center

What is the Support Center referrer?

The SC Referrer is a field in reporting. This field enables you to view which page in SC the user opened before reaching an article (Whether it was from FAQ in homepage, Label page or link from another article).

In the report the Values will be displayed as a URL (of the SC page). If the referrer is not in the support center (for example, an external link), the value will be displayed as empty.

To create this report, go to Analytics > Reports. Create a report according to your needs. Below is an example of how to create a report:

The results will be displayed as follows:


What are the best practices for content creation?

Follow these guidelines about how to phrase intents and create article content to make the most of Bold360 AI's Natural Language Processing (NLP) algorithm.

When phrasing intents, keep in mind the following:

  • It?s best to phrase the intent as a question in natural language.
  • Bold360 AI?s NLP algorithm works best with questions that are three to eight words long.
  • Boring is good, so be consistent in how you formulate intents.
  • Use a single statement as intent, for example, What do I do if I can't log in? and avoid phrasings like What do I do if I cannot login, my password is rejected??. Add alternatives ways of asking about the same issue as phrasings to the article.
  • Avoid using acronyms and descriptions in titles like Is PayPal (PP) accepted?. Add synonyms for acronyms. Create phrasings for acronyms that are composed of three or more words.
  • Turn off autocomplete for articles like error messages and negative articles like I want to cancel by unselecting Search and Auto-Complete on the Visibility tab for the article.
    Note: You can also turn off autocomplete for phrasings if necessary.

When composing the answers, remember to:

  • Keep them short.
  • Engage readers using a variety of media: pictures, videos, gifs, tables and so on.
  • Use formatting options like bold, italics, underlining, bullets and so on.
  • Display content on multiple pages if needed; it is a good way to break up look articles to make them more digestible to the reader.
  • Take into consideration that the content may be consumed on a variety of interfaces: mobile, floating widget, support page and so on.
  • Create focused questions and answers and consider what the user really needs, for example, full user guide or steps on how to use the image button.
  • Use channeling instead of including phone numbers directly in the article answer body, especially when deflection from the phone channel is measured?.
  • Periodically revise your FAQs to keep suggested responses relevant.
  • Use conversational flows and article trees when you need more information from customer to provide an answer.
  • Use hyperlinks and ensure that the bot follows, or the link opens in a new tab:
    • Use when answering the question is best done by pointing to a page with a lot of information for user to explore.
    • Use when information is constantly changing and updates are made to that page rather than having to update the article.

How to copy support center settings between knowledge bases

When you already have a support center, you can copy the settings of the support center from one knowledge base to another so that you don't have to start from scratch.

  1. In the AI Console, go to Touchpoints > Support Center.
  2. At the top of the page, choose Copy Support Center.

    Result: The wizard is displayed.

  3. In the Select Target Support Center step, select the knowledge base where you want to replicate the existing support center in the Target KB field.
  4. In the Target Support Center, choose the support center in the target knowledge base into which you want to copy the settings.
  5. Select Next.
  6. In the Select Templates to be copied step, choose the support center templates that you want to copy to the new knowledge base.

    These are the templates that you can find on the Page Templates tab of the Touchpoints > Support Center page.

  7. Select Next.
  8. In the Select Support Center Settings to be copied step, choose the settings you want to copy to the new support center.
  9. Select Next.
  10. In the Summary and Confirmation step, choose Apply and when prompted, confirm that you want to overwrite the existing support center configuration in the target knowledge base.
    Important: Once you overwrite a support center configuration, you can't revert it to an earlier version.

Bold360 AI SEO and knowledge-base export API

The SEO and knowledge base export API "pushes" question and answer information from the Bold360 AI knowledge base into the page source.

This way the information becomes visible to search engine bots, resulting in more traffic being driven to the website, and users being able to ask questions via Google, or any other search engine, and being directed straight to your website without using the Bold360 AI widget.

API specifications

The base URL format of the API is the following:

https://my.Nanorep.com/common/api/kbExport.xml?param=value&param=value

The following is a sample script with all relevant data provided:

https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&plainText=true

General API parameters

Parameter

Usage

Example

username Your Bold360 AI login name. You must have Knowledge Base access privileges to use the API (required) username=john@company
pw

Your Bold360 AI password (required)

pw=1234567

kb

The Knowledge Base to export from (required)

kb=English

maxItems

The number of items to retrieve

maxItems=50

skip

The place in the list from which to start retrieving. For example, use skip=10 to skip the first 10 list items and retrieve the rest.

skip=10

format

xml/json (default:xml)

format=json

Filter parameters

Parameter

Usage

Example

byPopularity

Set this parameter to true (recommended), to display the most popular articles first in the search results.

Note: Offline articles will not be included if the parameter is set to true.

byPopularity=true

days

Displays the most popular answers given by the Bold360 AI widget during the last x days. This parameter does only have an effect if byPopularity is set to true.

days=30

labelId

Displays answers from a specific label only. You can find this information in Bold360 AI when editing a label.

labelId=ABC123

textFilter

Displays answers that contain a certain word or phrase.Important: The value of this parameter must be base64 encoded. As it is used in a URL, replace "=" with "_", and "+" with "|". For example, "hello" must be defined as "aGVsbG8_"

textFilter=aGVsbG8_

context

Displays answers that have the specified context in category:value format.

You may use more than one category:value pairs separated by commas. For example, Manufacturer:Sony, Device:iPhone **

context=TWFudWZ

hY3R1cmVy Ol Nvbn

ksRGV2aWNlOm

lQaG9uZQ__

modifiedSince

Format: yyyy-MM-ddTHH:mm.

If used, only articles modified since this date are included.

modifiedSince=2013-11-01T17:00

includeHiddenFaqItems

Includes hidden FAQ articles, which are marked by the "hide this answer from the dynamic FAQ widget" option.

includeHiddenFaqItems=tru

API URL Examples

Full export with stripped body
https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&byPopularity=true&plainText=true
Articles with the word 'iPhone' in them
https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&byPopularity=true&maxItems=20&textFilter=aVBob25l

XML Response example

<?xml version="1.0" encoding="utf-8"?>
<NanorepExport account='Nanorep' kb='633763325358580000'>
        <article id='633915887117827492' isOffline='False'>
                <title>
                        <![CDATA[How much does it cost?]]>
                </title>
                <body>
                        <![CDATA[<p>For detailed packages &amp; pricing information, <a href="http://www.Nanorep.com/index.php?page=prices" target="_blank">click here</a></p>]]></body>
        </article>
        <article id='633915887117827588' isOffline='False'>
                <contextInfo>
                        <context id='Page Type' value='General' />
                </contextInfo>
                <title>
                        <![CDATA[What is Nanorep?]]>
                </title>
                <body>
                        <![CDATA[<p>Bold360 ai is a self-service customer support &amp; service solution. It is designed to improve customer engagement and prevent website or cart abandonment by delivering instant, accurate answers to customers&#39; questions with no waiting queues what so ever.<br />&<br /></p>]]></body>
        </article>
        <article id='141286' isOffline='False'>
                <title>
                        <![CDATA[What happens when I exceed the number of questions in a given month?]]>
                </title>
                <body>
                        <![CDATA[<p>We understand that due to seasonal changes, promotions or campaigns, there can be spikes in the Q&amp;A&rsquo;s traffic.</p><p>In these cases, it won&#39;t be necessary to upgrade to a premium package.</p><p>However, in cases where there is a consistent increase in Bold360 ai&#39;s usage for more than a month, a notification on the outgrown support package&will be sent to the customer and an upgrade plan will be offered.</p>]]></body>
        </article>
                <meta skipped='0' exported='3' totalArticles='3'/>
</NanorepExport>

How can I find answers with links/images in my knowledge-base?

You can customize the filter in the Article List so that the search returns articles with links or images.

To find answers that contain hyperlinks in your knowledge-base, do the following:
  1. Go to Knowledge > All Articles.
  2. Click the Filter button next to the search field.
  3. On the Options tab, select Search titles and answer body.
  4. Click Apply.
  5. Search for an article:
    • To search for links, type "href" in the search field and press Enter.
    • To search for images, type "img " in the search field and press Enter.

Can you support multiple websites from one knowledge-base?

Yes, Bold360 AI supports multiple websites from a single knowledge-base, but you must set up a separate widget for all your websites.

However, it is recommended to separate the knowledge-bases in case of completely different content.

For more information, see How do I add another knowledge base? and What widgets do you provide and how can I add them to my website?

How do I specify Knowledge Base dynamically using an API?

Note: Use this reference for Arcade and Modern widgets.
The following API allows you to specify the name or ID of the Knowledge Base domain to be used.
Important: If you have already customized a domain for the current URL, the API cannot be used.
_nRepData["kb"] = "hebrew";
// or 
_nRepData["kb"] = "496477";

To use the API for a specific widget add the following:

_nRepData["embed"] =
{ 
  "kb": "hebrew"
}

Knowledge Base Analytics: Most Escalated, Most Popular, Most Liked/Disliked

To view Knowledge Base analytics, go to Analytics > Knowledge Base.

Most Popular
The most commonly asked questions.
Most Escalated
The questions that most often lead to escalations.
Most Liked
Questions that received the most "like" responses.
Most Disliked
Questions that received the most "dislike" responses.
Tip:
  • Click any question to see a graphic visualization of a question's trend over time.
  • Use the search box (by keyword) to filter by any specific question. The filter applies to all four charts.
  • When applicable, Context is shown in parentheses.

How can I add a new article to my Knowledge Base?

Use the Article Editor to create new content in your knowledge base.

  1. Open the Article Editor.
    • In the left navigation menu, click Knowledge > Add Article..
    • In the left navigation menu, click Knowledge > All articles, then click New Answer.
  2. Type a question in the Add title field and type the answer in the text editor.
  3. Save your article:
    • Click Save if you have not finished editing the article and you want to save an offline draft.
    • Click Publish to publish the new article in the Knowledge Base.
    • Click Publish & close to publish the new article and return to the All Articles page.

How to add notes to your article

You can add notes to an article if you want to add additional or internal information about the article itself. This may be useful when other content editors update your article.
Important: You must have the Enable article notes tab account setting enabled to see the Notes tab. Contact your Customer Success Manager to enable it for you.
  1. Open the article that you want to add notes to.

    You can only add notes to an existing article.

  2. In the Article Editor, go to the Notes tab.
  3. Type your remarks and click Publish when you are done.

    You can only add notes to the article itself and not to the individual article revisions.

Knowledge Base Manager - Role Overview

The knowledge base manager role provides access to the AI Console in a way that the user can perform tasks related to maintaining and optimizing the knowledge base.

The Knowledge Base Manager holds an extremely important role, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the Digital DX AI system and effective customer service.

The Knowledge Base Manager performs their tasks the Knowledge and Search Optimizer pages. These tasks comprise searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, writing new answers, editing existing answers, merging existing answers, adding phrasings to articles and adding synonyms.

Managing the Knowledge Base comprises several tasks which should be performed on a regular basis. You are responsible for general "housekeeping" of Search Optimizer, by maintaining it daily. This involves deleting unnecessary questions, merging questions asked in a different manner to previous questions with existing answers that also fit them, and adding new answers.

The tasks of the Knowledge Base Manager are all intended to optimize the Knowledge Base:

  • Optimize the Knowledge Base
  • Finding questions that require answers (Filtering, Answering, Merging and Phrasings)
  • Adding to and enhancing the Knowledge Base (Writing new answers, publishing existing drafts)

Optimize the Knowledge Base

This is the main task of your daily activities as the Knowledge Base Manager. You must use Search Optimizer to ensure that the Knowledge Base reflects the most accurate and up-to-date information, in order to best serve your customers. You can access Search Optimizer under Voices > Search Optimizer. See What is Search Optimizer? and How to use Search Optimizer to learn more about it.

Write and publish answers

You can write a brand new answer or you can enhance an existing one, and then publish it to the Knowledge Base.

Write New Question/Answer
  1. In the AI Console, go to Knowledge > Add Article.
  2. Write the question, using the most appropriate language for the subject to make the question as accessible as possible to as many customers as possible.
  3. Write the answer.
  4. Click Publish.
Publish draft answers to the Knowledge Base
  1. In the AI Console, go to Knowledge > Articles .
  2. Click the question that you want to publish.
  3. In the Article Editor, click Publish.
Manage phrasings
When you merge answers, Phrasings (or keywords) are added to the Knowledge Base. Phrasings group questions together that are related to similar content, but which are phrased slightly differently. The Knowledge Base can recognize this and provide the correct answer automatically. Phrasings can also be added manually, although Search Optimizer 2.0 adds the phrasings from merged questions automatically.

How do I import my knowledge base from ServiceNow?

Bold360 AI uses ServiceNow's API to import knowledge base articles.

Remember: Your account must have the Enable ServiceNow article import setting enabled for each knowledge base where you want to import articles. Contact your Customer Success Manager for more information.
Note: If you are looking for information about importing articles in a batch using Bold360 AI's API, see this article.

Integrate ServiceNow with Bold360 AI

Before you can import knowledge base articles, you must first integrate ServiceNow with Bold360 AI as follows:

  1. In the AI Console, go to Admin Center > KB Setup and choose the Integration tab.
  2. From the Third-party service drop-down list, select ServiceNow. From your ServiceNow account copy the following details:
    • Copy the instance URL from your browser. Look for https://< instanceURL >.servicenow.com
    • Enter your ServiceNow user credentials.
    • From the Application Registry page in ServiceNow, create a new OAuth API endpoint for external clients that you want to use to set up a connection between ServiceNow and Bold360 AI. Then copy Client ID and Client secret to the Bold360 AI platform.

    The following is an example of the ServiceNow integration parameters:

  3. Choose Connect.

ServiceNow is now integrated with Bold360 AI.

Import Knowledge Base articles

To import knowledge base articles, do the following:

  1. Select the Bold360 AI knowledge base where you want to import articles. Note: You can only import articles to a single Bold360 AI knowledge base. Your account must have the Enable ServiceNow article import setting enabled for this knowledge base.
  2. Go to Admin Center > KB Setup and choose the Integration tab.
  3. Select the ServiceNow knowledge bases that you want to import. These are pre-populated during the integration process.
  4. Optionally, select article labels to filter the articles in the selected knowledge bases.
  5. Choose Fetch Articles and wait for the list of articles to load. Depending on the number of articles in the selected knowledge bases, this process may take a while.

    Articles that you can update in your Bold360 AI knowledge base are listed. Only those articles are listed that have changed in ServiceNow since your last knowledge base import.

  6. Select the articles that you want to import. You can click the arrow next to the title of an article to view its content.

    Articles are color-coded in the list to reflect changes in the ServiceNow knowledge base:

    • Green: new article. A new Bold360 AI article will be created.
    • Yellow: updated article. The article in the ServiceNow knowledge base has been changed. If you have edited the article in Bold360 AI then those changes will be overwritten when importing from ServiceNow.
    • Red: deleted article. The article will be removed from the Bold360 AI knowledge base.
  7. Choose Import selected articles at the top of the list.

The ServiceNow articles are now imported into your Bold360 AI knowledge base.

What happens after articles are imported?

The imported articles receive a ServiceNow label and their expiry dates are also synchronized. When an article expires, it is removed from the live site. To see expired articles in Bold360 AI, go to Knowledge > Expired.

Finally, the revision list is updated to reflect the changes in the number of imported articles.

How do I export my knowledge base to Excel?

You can export the content of your knowledge base to an Excel file that contains details like the ID, the creation date, the intent and the answer of the article and the labels assigned to it.

To export your knowledge base to an Excel spreadsheet, please follow these steps:

  1. Log in to your account and navigate to Knowledge > All Articles.
  2. Choose (More).
  3. Select Export Knowledge Base and then Office 2007+ in the drop-down that appears.

    The export file contains the original IDs of the articles. This way, links to other articles work the same way as in the original knowledge base.

    Note: You can export a maximum of 5000 articles with this option.

For more complex exports, you must use our Export knowledge base API.

What is the Knowledge Base Usage Chart

The Knowledge Base Usage chart shows you how many questions were added or deleted in the knowledge base over a period of time.

To view the chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Usage Chart provides you with a brief overview of how customer support has been operating over a specified period of time. This data enables you to ascertain how your customer team is functioning.

The legend for the Knowledge Base Usage Chart is as follows:

  • The green line indicates the number of answers that were added to the Knowledge Base.
  • The blue line indicates the number of answers deleted.

See also: Knowledge Base size Chart

What is the Knowledge Base Size Chart?

To view the Knowledge Base Size Chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Size Chart shows you the volume of questions (including phrasings) and answers in the knowledge base. It also displays the volume of tickets in the inbox and the volume of items in the publishing center under the publish answers tab on a time scale.

All these metrics give you the progress of the system's learning process and knowledge base growth.

Notes:

  • The yellow line shows the number of questions and phrasings
  • The red line shown the number of answers.
  • The blue line shows the number of items in the publishing center under the publish answers tab
  • The green line shows the number of tickets in the inbox

See also: What is the Knowledge Base Usage Chart

How do I start creating my Knowledge Base ?

You can import an existing FAQ from a website, create articles manually or upload articles in a batch to fill your knowledge base with content.

You can populate the knowledge base software in 3 different ways.

Importing FAQ from a Website

You can create an instant Knowledge Base by importing an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Bold360 AI knowledge base.

  1. Go to Knowledge > Import FAQ.

    Result: The Import FAQ tab is displayed.

  2. In the Enter your FAQ URL field, enter the address (URL) of the FAQ that you want to import.
  3. In the Context section, specify the page type. This can be an internal knowledge base page for your support staff to use, or a public FAQ page.
  4. In the Product ID field, enter the name of the product for this Knowledge Base.You may have more than one product, each of which requires its own Knowledge Base.

Adding new answers manually

There is no need to put a lot of effort in collecting questions for the initial knowledge base, since Bold360 AI will learn new questions from your customer inquiries and new answers from your representatives.

How can I add a new article to my Knowledge Base?

Upload via an Excel sheet

We can upload articles via an Excel file directly into your knowledge base in Bold360 AI.

The Excel file must be Excel 2003-2007 Format.

How to import multiple articles in a batch with the API

For more information regarding uploading the articles via an Excel file, contact your Customer Success Manager, or contact our support.

How do I add another knowledge base?

Learn what to consider before adding a new knowledge base.

When you use a single Knowledge Base for multiple websites

Bold360 AI can support multiple websites from a single knowledge base.

If you have similar content with some modifications based on different categories or websites, you shouldn't create another knowledge base but rather use just one knowledge base with contextual answers. Web visitors can ask the same question, and get different answers based on any differentiating information you have on a customer such as the product or page they're currently looking at. See What are Bold360 AI contextual answers? to learn more.

When you have multiple Knowledge Bases

It is recommended to have separate knowledge bases for completely different content, for example, for internal and external use, completely different websites, a dedicated knowledge base per language and so on.

If you'd like to have an additional knowledge base, contact your Customer Success Manger.

Knowledge Base Labels

Knowledge base labels are categories you can use to organize content in the knowledge base or in the support center.

Knowledge Base Labels are categories that you assigned to articles to make organization of your Support Center easier and more efficient. You can arrange labels in a hierarchy to define how your Support Center is displayed. Labels also make it easier for you to search for specific topics and related answers.

Tip: Looking for information regarding Ticket Labels? See How do I assign a label to a Ticket?

Creating a Label

  1. Go to Knowledge > All Articles and click the Label icon.
  2. Click Create Label.
  3. The Content Labels window is displayed, where you can add, remove, edit and sort labels.
  4. Under Label Name, give your Knowledge Base Label an appropriate name and then select a color for your label.
  5. Save your changes. The label is displayed in the list of Knowledge Base Labels, and is displayed next to any article to which it is assigned.

Categorizing Knowledge Base Answers Using Labels

Categorizing Knowledge Base answers mean that you can easily organize your support page into groups of related topics for easy browsing of your customers.

  1. Go to Knowledge > All Articles, and select the article(s) to be categorized.
  2. Click the Label icon.
  3. Choose the relevant label to assign it to the article.

Categorizing Multiple Labels at Once

  1. On the Knowledge > Articles page, select the check box of an article (or articles).
  2. Click the Label icon () in the toolbar.
  3. Click Select multiple....
  4. Select labels and click Apply.

Automatic Language Translation using Google Translate API

Bold360 AI offers automatic language translation using multiple language translation engines. The translation engine supports more than 34 languages.

Features and Benefits

  • Language is detected automatically.
  • Answers and widget interfaces are automatically translated.
  • Once the translation symbol is shown, customers can see the text in the original language by clicking on the symbol.

How to activate the translation

You do not need an existing Google account to use Google Translate, but you must have the Google Translate Auto-Translation for Search feature enabled for your Bold360 AI account. Contact your Customer Success Manager for more information.

Translation Analytics

Bold360 AI offers comprehensive translation analytics at Analytics > Translations.

The analytics show the most popular languages, the most recent translated questions, and the number of questions that were asked, answered, and escalated via translation.

How can I handle various languages on the same topic?

There are two recommended ways to support your customers in various languages:

  • Use one knowledge-base for your local language and provide on-the-fly automatic translations. Read more here.
  • Create several knowledge-bases; one for each language. This option will ensure more accurate translations. Read more here

Which languages does Bold360 AI support?

Depending on which feature of Bold360 AI you use, the following languages are supported:

In Conversational widgets
Dutch English French
German Hebrew Hindi
Norwegian Spanish Turkish
In Search widgets
Arabic Azerbaijani Bulgarian Chinese Croatian Czech
Danish Dutch English Estonian Finnish French
German Greek Hebrew Hindi Hungarian Icelandic
Indonesian Italian Japanese Korean Latvian Lithuanian
Malay Maltese Norwegian Polish Portuguese Romanian
Russian Serbian Slovak Slovenian Spanish Swedish
Thai Turkish Vietnamese      
In the customer chat window
Afrikaans* Arabic* Bengali* Bulgarian* Chinese (Simplified)* Chinese (Traditional)*
Croatian* Czech* Danish* Dutch English (UK)* Finnish*
French French (Canadian)* German Greek* Hebrew* Hindi*
Hungarian* Icelandic* Indonesian* Irish* Italian Japanese
Korean Malay* Norwegian (Bokmal)* Norwegian (Nyorsk)* Polish* Portuguese*
Portuguese (Brazilian)* Punjabi* Romanian* Russian* Slovak* Spanish
Swedish* Thai* Turkish* Ukrainian* Vietnamese*  

* You need to translate the branding of the chat windows.

In the Bold360 Agent Workspace
Dutch English French French (Canadian) German Hungarian
Italian Japanese Korean Portuguese (Brazilian) Spanish  

Does Digital DX provide an accessibility-enabled experience?

Digital DX AI provides an out-of-the-box accessibility-enabled experience with our Slim Widget, which means we are certified to WCAG 2.0 AA .

For slim widgets, both conversational and search modes support accessibility for floating, side, and embedded widgets.

If you do not make changes to the basic functionality of the widget and UI, it will remain accessible. However, if any changes are made to color, fonts, or functionality of the widget, you may lose part or all of the accessibility experience.

Align with the accessibility requirements, or ask Digital DX AI to do for you, It is your responsibility to ensure that the changes you make do not influence accessibility.

What is the Bold360 AI Mobile SDK?

You can find the Bold360 AI Mobile SDK documentation in the Bold360 Developer Center.

You can also find information about our APIs and SDKs at the following websites:

New repository for mobile and HTML SDK documentation and code samples - https://github.com/genesys/

Legacy references still available:

How can I run a saved report?

Digital DX AI allows you to reuse saved or pre-defined reports. The saved reports are either defined globally as part of Digital DX AI as a product, or at your account level.

For more information on how to create and save a new report, see How can I generate my own reports in Digital DX AI?.

To run a predefined report do the following:

  1. Go to Analytics > Reports.
  2. Select the report of interest from the-drop down list.

  3. Define the date range and refine the field definitions.
  4. Run the report.

    Result: The report will be displayed on the same page, and it can also be downloaded as a CSV or Excel file.

  5. The download can be provided in full detail or if you want the summary view as presented on the screen, select the export view to Excel option.

To save a report for future use, select Save, define the name of the report and save it.

How to reply to a ticket?

To answer an open ticket, do the following:

  1. Select a question to display the answer editor.
  2. At the bottom of the page, select one of the existing answers suitable for this question by using the Search for quick answers field, which presents suggested answers taken from your knowledge base. You can type in a query to find additional answers from the knowledge base.
  3. Click on a relevant answer to send this answer to the customer. You can edit the answer before sending.
  4. If no answer was found or you want to create a new answer, go to the Write Answer pane. A variety of links, images, videos and text types can be easily added to each answer using the toolbar.
  5. Choose one of the following options to choose what to do with your answer:
    • No, It's personal - to discard an answer after it is sent to the customer
    • Publish answer - Create an article from the answer and publish it into the knowledge base making it available for everybody
    • Decide later - Save the the answer and move it to the 'Suggested content' section under Knowledge. This answer will also be suggested to other agent's when answering a relevant ticket.
  6. At the Ticket Status field on the bottom left of the screen, select one of the following options:
    • 'Open' to define that this question still requires attention. The ticket will stay open and then added to the Open tickets queue.
    • Close to define that this question has been completely answered and no longer requires any more interaction with the customer. This ticket is automatically saved in the All Tickets branch, which contains all tickets' history.
  7. Click Send.

What browsers does the Digital DX AI widget support?

The Digital DX AI widget supports the following browsers to offer customers self-service on the go.

  • Google Chrome on Desktop and Android (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Safari on iOS, iPadOS, and macOS (Last 3 versions)
  • Microsoft Edge (Last 5 versions)

Internet Explorer 10 and above is also available to use but it is not a recommended browser as it does not maintain support modern security and web standards.

TLS encryption support

The Digital DX AI platform uses TLS 1.2 encryption. Earlier TLS versions are not supported.

You can enable TLS 1.2 in the Windows Registry.

How to set up auto-replies in Digital DX AI?

You can set up automatic replies to your customers' emails. This is useful when you want to confirm that you have received an email.

  1. On the Admin Center > Ticketing Settings page, make sure you have a ticketing rule. See How do I create a rule in the Ticketing system?
  2. On the Ticketing Basics tab under 3rd party integration, type your organization's email address where you want to forward emails to.
  3. Select Basic for ticketing integration mode.
  4. Select the Pass customer mail address in Reply-To field option.
  5. Create the content of your automatic reply. See How to create an auto-reply when tickets arrive?
  6. Click Save Changes.

Setting Up Your SMTP Server and Your Ticketing System

Setting up the Digital DX AI ticketing system with your SMTP server is part of your initial configuration and setup process. The Digital DX AI ticketing system is the default ticketing system available to you, offering the ease of out-of-the-box technology, and automatically connecting to your knowledge base. The system also enables agents to leverage the Digital DX  AI knowledge base, meaning that they can provide full and accurate answers to customers in a speedy, efficient and timely manner.

There are three steps involved in setting up your ticketing system to function correctly and work in the most efficient manner possible:

  1. Setting up incoming mail
  2. Setting up outgoing mail
  3. Assigning Groups

Step 1: Setting up incoming mail

Once you have your Digital DX AI account, the first step in setting up your ticketing system is to configure your SMTP server to forward incoming customer support emails to the Digital DX AI ticketing system.

  1. Digital DX AI provides you with a default email address that will serve as the inbox address to be specified in your SMTP server. To access this default address, from your Digital DX AI dashboard, navigate to Admin Center > Ticketing Settings > Ticketing Basics.
  2. The default email address is displayed in the Inbox Address field.
    Note: If you have more than one Knowledge Base in your system that contains external information used by and relevant to customers, you have more than one default inbox email address and a separate procedure should be executed for each Knowledge Base.
  3. Configure your SMTP server to forward incoming email messages to the default Digital DX AI email inbox address.

Sending Ticketing to Specific Departments

You can further hone the scope of how customer support tickets are handled, by creating email ticketing specific to an internal department of the company, such as Sales, Marketing, IT Support or Billing.

  1. Create a specific Labels inbox for each department.
  2. Click Admin Center > Ticketing Settings > Ticketing Basics.
  3. Click the More Addresses link, under the default email address in Ticketing Basics. In the drop-down menu available, a unique Digital DX AI inbox address is shown for each label.
  4. Select the label you require. This enables you to configure your SMTP server and create a specific, drill-down email address for a specific internal department in our company, that are sub-set emails of the initial email address displayed in the previous procedure, and that you can configure in your SMTP server.
Important: You must create these labels prior to performing the setup procedure.

Step 2: Outgoing Mail

The next step is to specify how outgoing customer support mail is handled, by configuring your SMTP server for outgoing mail.

  1. From your Digital DX AI dashboard, navigate to Settings = > Ticketing = > Ticketing Basics and go to the Outgoing Mail section.
  2. Specify the following fields:
    • Sending email from: Enter the name you wish to appear as the sender of any customer support email in the first field, and the email address from which these emails should be sent. Note: These settings must also be configured in your SMTP server.
    • Ticket status on reply: Choose either Closed on first reply or Always Closed, according to your company's customer support policy.
  3. Select the Send emails through custom SMTP server checkbox.
  4. Enter your SMTP host, username and password, and select the Server requires authentication and Use secure connection (SSL) checkboxes according to your SMTP setup.
  5. Click Save Changes.

Digital DX AI then performs a verification of the entered SMTP settings to check that the SMTP server can function. The settings will only be saved once the verification has determined that they are correct. The verification may take a few minutes.

If the verification fails, a message is displayed, with an explanation as to why the SMTP settings were not saved.

Step 3: Assigning Groups

You can further subdivide labels into groups to easily manage which agent handles what kind of ticket. User groups help differentiate between agents and their responsibilities, by enabling permissions to a group that determines which tickets can be assigned to members of that group. To create a group, do the following:

  1. In the AI Console, go to Admin Center > Users.
  2. From the menu on the top, click Groups > Create Groups link to display the Group Editor.
  3. Click the settings icon to configure the group settings.
  4. On the Advanced tab, select whether tickets are assigned to all agents or agents only from a specific Knowledge Base.
  5. Optionally, select whether agents can see all tickets to "cherry-pick" those, see all tickets but can choose only certain tickets, or see only those tickets which are assigned to them.

What are the ticketing integration modes?

Digital DX AI supports all e-mail forwarding integrations, which can be used across CRM and ticketing systems such as Salesforce, Kayako, or Zendesk.

Digital DX AI supports two e-mail forwarding modes:

  • Advanced: each e-mail is forwarded to the CRM with a reply address to the Digital DX AI system. When the CRM system 'replies', the answer is saved in Digital DX AI and sent to the customer by Digital DX AI.
  • Basic: each e-mail is forwarded to the CRM as if it was sent from the customer himself (with the customer's e-mail as the actual reply-to address). The CRM 'replies' directly to the customer. The CRM can 'cc' the Digital DX AI inbox so that Digital DX AI to learn the answer.

The email forwarding integration can be set under: Admin Center > Ticketing Settings > Ticketing Basics tab and then select 3rd party integration.

Digital DX AI Ticketing System Overview

You can use the Digital DX AI ticketing system to process customer escalations.

You can access the ticketing system of Digital DX AI by selecting Ticketing from the menu on the left.

Once you open it, you have the option to view:

  • Open tickets
  • Tickets assigned to you
  • Unassigned tickets
  • All tickets

Open tickets is the main interface for the ticketing system. When a customer escalates a question to an agent, it is displayed in Open Tickets. This category contains the following:

  • New tickets, that is, tickets that haven't been answered yet
  • Non-closed tickets, that is, tickets that have been answered but not closed yet

With the ticketing system, you can:

  • Assign open tickets to agents
  • Create labels and assign them to tickets to group them
  • Search your knowledge base to find an answer to the customer's issue
  • Write a new answer or leave a comment on the ticket
It is possible to set up Digital DX AI to work with 3rd party ticketing systems. For more information see What are the ticketing integration modes?.

How do I define conversational flows?

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the Conversation tab in Digital DX AI.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor in the Article Editor.
  3. Select Add Flow.
  4. Add the main answer in the Content field that appears.
    Tip: If you want to display the content in multiple bubbles, enter the <page_separator/> tag in the text where you want to separate the content.
  5. Optional: Add rotating content.

    You can add variations for the content to create a more human-like user experience.

  6. Select +Child to create the options.
    Note: It is recommended to use between 5-7 quick buttons to avoid scrolling on the page.
  7. In the Title field that appears, enter the text you want to display on the button.

    The text on the button can be up to 20 characters long.

    Tip: Use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.
  8. Select the type of button you want to use.

    You can either use quick buttons or persistent buttons. Quick buttons appear under the content as separate buttons and once the user selects an option, the rest of the options disappear. Persistent buttons appear as a list under the content and all of them remain visible to the user after they select one. Use the quick button if only one of the options is relevant to the user. Use the persistent buttons if multiple options could be relevant to the user.

  9. Add the content that is to be presented upon clicking the button.

    You have the following options:

    • Content: Enter the content that is to be presented to the user when they click on the button.
    • Variation ID: You can specify the article variation that is to be presented to the user.
    • Article: Use this option to direct the user to an answer in the knowledge base. You can search for articles by title.
    • Statement: Use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: You can create a link to a webpage with this option.
    • Phone Number: You can use this option to add a phone number and call the number defined when clicked.
      Note: Using this option affects the channeling score for phone on the Dashboard. For more information about the channeling score see What do I see on the Dashboard?.
    • External: Use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  10. Optional: Besides plain text, you can also insert HTML elements in the conversation tree to enhance the conversation's look and feel, as well as its functionality. For example, you can enter a link in the conversational statement by adding an HTML tag in the Article Editor's text field.

How do I configure Digital DX AI outgoing mail settings to use gmail SMTP server?

To use the Gmail SMTP server, do the following:

  1. In the AI Console, go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, select Sends emails through custom SMTP server.
  3. Set the following settings for the custom SMTP server:
    • SMTP host: set the SMTP port to 587. For example, smtp.gmail.com:587
    • Type your SMTP server username and password.

Conversion tracking analytics

Note: Conversion tracking has been integrated into Proactive Outreach. For more information, contact your Customer Success Manager.

Conversion tracking measures how Digital DX AI affects sales on your website over time.

Digital DX AI uses a split traffic test. Website traffic is split into a Digital DX AI group and control group. This allows the tracking of both conversion rate and average order value, with and without Digital DX AI.

To enable conversion measurement:

  1. Navigate to Analytics > Tracking.
  2. Create a new Journey as described here.
  3. Implement the conversion script on your website. Charts with conversion analysis data are displayed.
Note: The Revenues parameter must be entered in the script for AOV and Incremental Revenue charts to be displayed.

Conversion rate chart

This chart shows the conversion rate of your site for the Digital DX AI group versus the control group (visitors without Digital DX AI).

Formula: Conversion Rate = (Number of Conversions / Number of Visitors) x 100.

AOV Average order value chart

This chart shows the Average Order Value of your site for the Digital DX AI group versus the control group (visitors without Digital DX  AI).

Formula: AOV = Total Revenue / Number of Conversions

Incremental revenue chart

This chart shows the difference in sales revenue between the Digital DX AI group versus the control group (visitors without Digital DX AI). For this calculation, control group sales are represented by extrapolated data that works on the assumption that all visitors are in the control group.

Formula: Incremental Revenue = Digital DX AI group Revenue - (Total Visitors x Conversion Rate Control Group x AOV Control Group).

  • Total revenue assisted by Digital DX AI is the total revenue from users in both groups during the selected time period.

Funnel chart

  • Total visitors: The total number of visitors to your website.
  • Visitors: The number of visitors who are shown a Digital DX AI widget versus those who are not (Control Group).
  • Converted: The percentage and total number of purchases made by users who used Digital DX AI versus those who did not.
  • Average order value: Provides you with the amount dependent on your currency set up by the amount of order revenues which were increased by users with Digital DX AI widgets against those who are not displayed with the Digital DX AI Widgets.
  • Total revenue: Total sales revenue from users who saw a Digital DX AI widget versus those who did not.

Details/logs

This chart is divided by two sections.

  • Topics leading to conversion: Questions asked by your customers on Digital DX AI before conversion.
  • Recent Conversions: A log of conversions tracked on your website.

How do I add a tag data to conversion tracking?

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

The following API allows you to identify the user in conversion reports in order to track the conversion on your website. It also measures the impact that Bold360 AI usage has on conversion (showing the conversion gain for users that use the Bold360 AI widget).

The conversion tracking tool includes a Conversion Log that shows the time and IP address of each converted user that used the Bold360 AI widget.

You can add tagging for each user that will be shown in the conversion log for each conversion.

This can be done by adding the conversionTag value.

Example:

Replace CONVERSION_TAG with a unique page name.
_nRepData["conversionTag"] = "CONVERSION_TAG";
Example:

To identify a user who purchased a camera, add this line:
_nRepData["conversionTag"] = "Camera";

How to exclude dates from the SLA business hours?

In some cases, such as holidays and national holidays, it is important to add exclude dates to your SLA business hours.

  1. Go to Admin Center > Ticketing Settings > SLA Tracking.
  2. Under Special working days, click Add new.
  3. In the calendar, choose the date to be excluded in the SLA, then select Exclude.You can also choose Include to apply specific SLA hours for a specific date.
  4. Click Save changes.

Google Analytics Integration overview

Bold360 AI allows you to track your visitor's behavior and activity using the Google Analytics platform.

Note: If you are using Google Analytics 4, you'll need to implement custom code on your website to send data. For more information contact your Customer Success Manager.

There are two ways to implement Google Analytics snippet: synchronous and asynchronous. Currently, we only support the asynchronous snippets.

Google Analytics integration is enabled by your Customer Success Manager and you will be able to see the results in your GA Dashboard within 24 hours of activation.

Our goal is to allow maximum transparency and usability of the Bold360 AI framework to drive a better customer experience and, ultimately, value: BI, conversion increase and cost-reduction.

Custom events

If you want to send additional/customizable events, you can use our events API to trigger custom functions, including Google Analytics sending sequences. See our Events API documentation below:

Bold360 ai Events API (Arcade and Modern)

Bold360 ai Events API (Slim)

If you use our Support Center, it is also possible to add custom events for visitor's interaction there. For example, you can track click events on navigation, escalations, articles feedback and so on.

How to create an API key in Bold360 AI

API keys enable you to utilize the API capabilities of Bold360 AI.

An API key is a unique identifier that you can use to integrate other systems like Bold360 Agent with Bold360 AI. You can define multiple API keys, and each one may have its own permissions.

  1. In the AI Console, go to Admin Center > API keys and select Add API Key.

  2. Name your API key at the top of the page.

    Example: If you're creating an API key for integration with Bold360 Agent, you could use the Bold360 Live Chat name.

  3. Under Permissions, select the permissions for this API key.

    Example: If you're creating an API key for integration with Bold360 Agent, grant Write access for all categories.

    Important: If you define Write permissions, restrict access to either IP ranges or referrer domains.
  4. Under Allowed knowledge bases, select the knowledge bases that this API key can access.
  5. Under Allowed IP ranges, you can restrict access to specific IP addresses or ranges.

    Enter either a single IP or a range of IPs. You can define one IP or an IP range per line. If you don't want to apply restrictions, you can indicate by enabling Allow All IP Ranges or by entering 0.0.0.0-255.255.255.255.

  6. Under Allowed referrers, you may restrict access to requests originating from specific referrer domains.

    Enter one domain per line.

  7. Choose Generate API Key.
What's Next? Copy the API key to use it during setting up the integration. Follow these steps to integrate Bold360 AI with Bold360 Agent.

How to display a warning message for long customer questions?

You can display a message when a customer's question is too long and hence it is unlikely to receive a relevant answer.

To define a message, do the following:

  1. In the AI Console, go to Touchpoints > Widgets > Floating widget.
  2. Click Personalize.
  3. Select a knowledge base or URL to customize.
  4. On the Texts & Colors tab, you have the following options:
    • Maximum length of user queries - Defines the maximum length of a customer's question that cannot be exceeded. This value does not have an effect on when the Warning for long queries is displayed.
    • Query length for displaying warning - Defines a threshold for the customer query's length. When this threshold is exceeded, the message defined in the Warning for long queries field is displayed.
    • Warning for long queries - Defines the warning message that is displayed to the customer
  5. Save your changes.

How to use a warning message - an example

Let's say you don't want your customers to have questions with more than 40 characters and when they type 30 characters, you also want to let them know that their question is getting too long.

In this case, you would set the Maximum length of user queries value to 40 as this prevents customers from typing more than 40 characters. At the same time, you would set Query length for displaying warning to 29 so that when this threshold is exceeded (when the customer types the 30th character), a warning is displayed.

Notice that if you want to display a warning exactly when the maximum length is reached, you would have to set the value of the Query length for displaying warning to one character less than the maximum length defined. If you set both values to the same value then the query length threshold will never be exceeded and, therefore, will never be displayed.

Ticket Export API

You can use the Bold360 AI Ticket Export API to download ticket data to XML or CSV format.

Syntax

https://my.Nanorep.com/common/api/ticketexport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=KB&label=labelid&month=7&year=2013&includeText=true&closeOverdue=true&format=xml

Parameters

Name Description
username The username used to log into my.Nanorep.com (user account requires KB manager or admin permission).
password The password used to log into my.Nanorep.com (user account requires KB manager or admin permission).
kb The target Knowledge Base.
label The label ID when you want to export tickets from a specific label.
month The target month, for example 7.
year The target year, for example 2013.
includeText Set to true to include the ticket correspondence.
closeOverdue
  • Set to true to return overdue tickets
  • Set to false to return tickets that were not overdue
format Format should be set to one of the following:
  • xml
  • csv

Return values

The returned data will include the list of tickets, and each ticket will include the following information:

  1. Ticket title
  2. Ticket body
  3. Ticket email address
  4. Ticket Status (open or closed)
  5. Ticket Time & Date
  6. Agent Reply Time & Date
  7. Ticket correspondence

Viewing and working on the data in Excel

To view and work on the data in Excel, please follow the steps below:

  1. Browse to the API using your browser.
  2. Right click on the page and "Save As" to a CSV / XML file.
  3. Open the file in Excel.

How to create Email signatures

When setting up your ticketing system, you can configure your tickets and other outgoing system-based emails to display a signature. Signatures can be configured for emails sent from each of your Knowledge Bases. Bold360 AI has several out-of-the-box basic signatures and you can also add new personalized signatures.

To Create an Email Signature, do the following:

  1. In the AI Console, go to the Admin Center > Ticketing Settings > Signatures tab. The existing basic signatures are displayed.
  2. Optionally, select a signature for emails sent from a specific Knowledge Base from the drop-down lists below the signature templates.
  3. To create a personalized signature, click the New Signature icon, at the top of the My Signatures page. The Create Signature dialog is displayed.
  4. Name your new signature.
  5. From the Share with drop-down list, specify who can use the new signature:
    Note: In the body of the signature, the area with the generic Latin text represents the body of the email and cannot be modified at this stage.
    • If you select Only Me, your signature will be displayed in the list under My Signatures.
    • If you select Everyone, the signature will be displayed in the list under Shared Signatures.
  6. In the Header and Footer areas, you can add a branded logo, tagline and signature.

    To enter an image, ensure that you have your image saved to a proprietary URL. Click the image icon and enter the URL in the dialog displayed. To enter a tagline, select and replace the generic text.

    Optionally, use the following placeholders:

    • My name: %repName%
    • My Username: %username%
    • My Email: %repEmail%
    • User's email: %ticketEmail%
    • User's name: %name%
    • Ticket Title: %ticketTitle%
    • Message quote: %quote%
    • Context category: %context category%
  7. Click Create to save your new signature. You can select it from the list of available signatures.
  8. At the bottom of the My Signatures page, you have the following additional options:
    • Default Signature: Drop-down lists for each existing Knowledge Base, enabling you to select the required signature.
    • Limit Users to Default Signature checkbox: Select to only allow agents and users to use the a pre-defined default signature.
    • Users can create personal signatures checkbox: Select to allow users to create their own, personalized signatures.

How do I make pages noindex?

In the AI Console you can set noindex for the entire support center or for individual articles.

How do I set noindex for the entire support center?

  1. Go to Touchpoints > Support Center.
  2. Select the support center and go to the Page Templates tab.
  3. In the master page template, add the line in bold inside the head tag:
    <html>
      <head>
        <title>...</title> 
        <META NAME="ROBOTS" CONTENT="NOINDEX, NOFOLLOW"> 
      </head>
  4. Save your changes.

How do I set noindex for an article?

  1. Go to Knowledge > Articles > .
  2. Find the article you want to make noindex and open it for editing.
  3. On the Visibility tab, select the Do not index this article option.

    Result: The article is added to the robots.txt file.

  4. Publish the article.

How do I hide an answer from the widget FAQ?

You may not want to promote a frequently asked customer question by showing it in the Product Page FAQ or Support Page widgets.

  1. In the AI Console, go to Knowledge > Articles.
  2. Find the article you want to hide.
  3. On the Visibility tab of the Article Editor, clear the FAQ Widget option.
  4. Publish the article.

Bold360 AI Events API for Arcade and Modern widgets

Events API

The Events API allows the customer to hook into various Bold360 AI widget events.

For example, you can use this API to push different Bold360 AI events to a 3rd party BI system (e.g. Universal Analytics) and generate Bold360 AI related Reports.

Note: This API is valid for Arcade and Modern styles only. Please see this guide if you are using a Slim widget.

Supported Events:

  • load: Fires when the widget is fully loaded
  • userStartedTyping: Fires when User starts typing into the search box
  • query: Fires after the user finishes typing and the query is sent to the server
  • incomingSearchResults: Fires when the search results arrive at the widget
    • hasResults(bool) - indicates if results were given to the query.
    • isAutoQuestion(bool) - indicates if the query was an auto question.
    • query(string) - the query asked.
    • results(Json Array) - the results to the query. Each item in the array is a json object: { answerId(string), title(string), body(string) }
  • escalation: Fires when the user performed an escalation (e.g email, chat)
  • like: Fires when the user clicked 'Like' on a search result
// For floating widgets _nRepData["float"] = { //.... // events: { eventName: function(parameters) {} } 
//.... // } 
// For the embedded widgets _nRepData["embed"] = { //.... // events: { eventName: function(parameters) {} } 
//.... // } 
// For both widgets _nRepData[" events "] = { eventName: function(parameters) {} };

Usage Examples:

// Widget loaded: load: function(){alert("widget loaded!");} 
// User started typing: userStartedTyping: 
function(){alert("user started typing");} 
// User asked a question: query: 
function(query, isAutoQuestion){alert("user asked: " + query + ". is auto ? : " + isAutoQuestion);} 
// Incoming search results: incomingSearchResults: 
function(hasResults){alert("incoming search results. has results: " + hasResults);} 
// User performed escalation: escalation: 
function(type, query){alert("Escalation occurred. type: " + type + ". user query: " + query);} 
// User clicked 'Like': like : 
function(query, answer){alert("User liked the answer: " + answer + " for the query: " + query);}

Floating widget script example:

< !--do not modify this script -- > 
< div class='Nanorep_loadingData' id='NanorepProxyContainer' style='position:absolute;top:-500px;left:0px;' >
< /div > 
< script type='text/javascript' >var _nRepData = _nRepData || []; _nRepData['kb'] = '24218399';
 _nRepData['float'] = {account: 'nisim', cdcVersion: 3, cdcFrame: '', 
scriptVersion: '2.19.2.2', events: { userStartedTyping: function(){alert("user started typing");}} }
 /* API here */; (function(){var windowLoadFunc = function(){var _nRepData = window._nRepData || [];
_nRepData['windowLoaded'] = true;if (typeof(_nRepData['windowOnload']) === 'function')
 _nRepData['windowOnload']();};if (window.attachEvent)window.attachEvent('onload', windowLoadFunc);
else if (window.addEventListener)window.addEventListener('load', windowLoadFunc, false);
var sc = document.createElement('script');sc.type = 'text/javascript';
sc.async = true;sc.defer = true;sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/float.js';
var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);})(); 
< /script >

Why doesn't my widget come up?

When the widget is not available on the site or sites it was added to, here are a few things you can do:

  • Check the widget script.

    Make sure that the script was not changed and still has the original form from the script generator. To learn more about how to get the widget code, see What widgets do you provide and how can I add them to my website?.

  • Review the widget settings.

    Open the widget configuration, go to the Advanced tab and make sure that the Widget Enabled checkbox is selected.

  • Review the cross-origin resource sharing (CORS) policy settings of your account.

    Go to Admin Center > Preferences and check the content of the Allowed Origins field. The widget is supposed to be visible on the URL domains listed in this field. If the Allowed Origins field contains an asterisk (*), the widget is not tied to specific domains, that is, it is supposed to be visible on any website the widget code is added to.

  • Make sure access to the widget is not limited to specific IP addresses.

    Contact your Customer Success Manager to have them check this for you.

  • A customer journey with a control group of larger than 0 is configured. In such a case, users who are in the control group don't see a button or widget.

    Go to Analytics > Tracking - completion indication > Edit a journey to see journey settings.

Still having issues? Please select Open Ticket below this article to contact Customer Care.

Bold360 AI Events API for Slim and Harmony widgets

The Events API allows the customer to hook into various Bold360 AI widget events. For example, you can use this API to push different Bold360 AI events to a 3rd party BI system (for example Universal Analytics) and generate Bold360 AI-related Reports.

You can use Widget Events API on the page where the widget is implemented as follows:

<script>
Nanorep.floatingWidget.on({ // Nanorep.embeddedWidget 
  init : function() { 
    this.setConfigId('916824103'); 
  }, 
  load : function() { 
    this.setContext({ brand: 'Apple' }); 
  }
});
< /script >

You can find the full list of events and methods here: http://my.Nanorep.com/web/doc/v1.html?section=widgets

Example: Sending customized GA events
 
/* API here */ 
Nanorep.embeddedWidget.on({ 
  init : function() { 
    this.setConfigId("1010521062"); 
  }, 
  ask : function(query) {
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'Search', 
      'eventLabel': query 
    }); 
  },
  feedback : function( feedbackInfo , answer ) { 
    var f_message; 
    let type = 'Bad '; 
    console.log(feedbackInfo); 
    
    if (feedbackInfo.text) { 
      f_message = feedbackInfo.text; 
  
    } else { 
      switch (feedbackInfo.type) { 
        case 4: 
          f_message = 'Missing or incorrect information'; 
          break; 

        case 8:
          f_message = 'Answer irrelevant to the page'; 
          break; 

        case 1: 
          { 
            type = 'Good '; 
          }; 
          break; 
      }
    }
    ga("send", "event", { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': type + 'feedback', 
      'eventLabel': f_message, 
      'dimension1': answer // additional custom dimension 
    })
  }, 
  
  escalate : function( channel , answer ) { 
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'Escalation ' + '[' + channel + ']', 
      'eventLabel': answer }); },
  
  noResults : function( query ) { 
    ga('send', 'event', { 
      'eventCategory': 'Nanorep Widget', 
      'eventAction': 'No answer', 
      'eventLabel': query 
    }); 
  }
});

How to import multiple articles in a batch with the API

You can import a large number of articles in a batch through the API.

Important: If the Dual control of article approval option is enabled for your account, article import through the API is not possible. Contact your Success Manager for more information.
Articles can be imported to the knowledge base through the API when the Enable approval workflow option is enabled for an account. Such articles will be in Published status and they are set live in the knowledge base.
Note: It is not possible to import system labels like Never Published, Draft, Offline or Hide in Support Center.

To learn more about how to import articles through the API, visit our Rest API & SDK Reference.

Conversion tracking troubleshooting

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

If you cannot enable the conversion tracking script generated by Bold360 AI in your website, do the following.

  1. Go to Analytics > Tracking.
  2. Hover over your conversion tracking entry and click the Navicon menu (three lines).
  3. Select Configure.

Possible errors for the split test:

No traffic from conversion, No conversions yet.
Solution:
  • Make sure your tracking code is correctly installed on your website conversion page.
  • Make sure your conversion code is posted in the post purchase page
  • Make sure you replace placeholders with valid numbers

Example:

<script type='text/javascript' 
src='https://server3.Nanorep.com/~trueshopping/common/API/trackConversion.js?
account=trueshopping&id=36073339&sid=36073344&revenue=40.00&orderId=12345678' 
</script>
  • revenue = Current sale revenue in your currency
  • orderid = Your order ID.
Split test set to 0%, Split test isn't running.

Solution: Set the split test percentage to a higher value. You can increase the split test percentage by selecting the required value from the Split test control group drop-down list in your journey's settings page.

Why don't I see the revenue tracking?

Make sure that Track sales revenue is enabled in your conversion tracking.

  1. In the AI Console, go to Analytics > Tracking.
  2. Select a journey that you use for tracking.
  3. Select an option from the Track sales revenue drop-down list.

To learn more about the Manage Conversions page, click here.

In case of any issues check our Conversion tracking troubleshooting guide.

How to set up a WhatsApp messaging channel

To use WhatsApp for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You purchased a WhatsApp Business Account and your Customer Success Manager has completed the necessary configuration settings to enable WhatsApp integration.
  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select WhatsApp for Provider.
  9. In the DeploymentID field, enter your WhatsApp deployment ID.

    To get the DeploymentID, go to the WhatsApp Deployments tab of messaging applications.

    Note: The WhatsApp deployment was created beforehand with the help of your Customer Success Manager and should be active.
  10. Save your channel settings.
What's Next?
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.

How to set up a Microsoft Teams messaging channel

To use Microsoft Teams for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select Microsoft Teams for Provider.
  9. In the Channelid field, enter your Microsoft Office tenant ID.

    To get your tenant ID, in Microsoft Teams, right-click a team and select Get link to team. Ask your administrator if you need help.

  10. Save your channel settings.
What's next?
  • Make sure Allow sideloading of external apps and Allow external apps in Microsoft Teams are enabled and use the .zip file attached to this article to add the Bold360 app to Microsoft Teams. For more information refer to Microsoft?s documentation.
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.

How to add and customize the Bold360 search widget in Microsoft Teams

As an administrator of your company, you must install the Bold360 app in Teams just as any other app.

What's the customer experience like in WhatsApp?

Learn how articles created in Bold360 AI are displayed in WhatsApp.

The way articles are displayed in WhatsApp differs from how they are displayed in widgets because WhatsApp is a text-based messaging app. When creating articles that are to be presented in WhatsApp, keep the following in mind:

  • WhatsAppcandisplay text, but it doesn?t present inline bulleted and numbered lists, tables, or carousels.
  • It supports simple URL links but can?t handle links to email addresses or to other articles in the knowledge base.
  • It automatically removes embedded videos and advanced text formatting from articles.
  • Conversational flows and entities are supported except for persistent and quick buttons. Persistent and quick buttons are presented as texts and the user can enter the number of the option or the name of the option to continue the flow.
  • When the bot finds multiple answers to the user's query, the bot lists options as a numbered list and suggests the user to enter the number of an option. Should customers change their mind, they can still select a different option:
  • Agent escalation works by setting up channeling policies in Bold360 AI. Once the conversation is channeled, the bot stops responding and lets the agent continue the conversation. Customers see a message when the conversation is escalated to an agent and when it ends. Customers however don't have an option to end the conversation with the agent.

How do I delay an answer part when using multiple chat bubbles?

When you present an answer in multiple bubbles in a conversational widget, you can delay the presentation of the individual answer parts. Presenting a longer answer in multiple parts engages the user more.

To have your content appear in multiple bubbles, make sure you use a chat widget that is set to Conversational widget mode.

To set a delay for the bubbles after the first one, do the following:

  1. Create an article with multiple pages or open one you already created.

    Not sure how to create one? Follow the steps in this article.

  2. Set a delay for page 2.

  3. Set a delay for other pages that follow.
When the conversational widget displays this article, the content of the pages is presented one after the other in a separate bubble either immediately or with the selected delay.

How to use quick options in a conversational article

When using entities in conversational articles, you can use quick option buttons to present possible answers to a question.

When a property of an entity has quick options enabled, the widget displays results to the customer as a list of options to choose from. It is possible to use a maximum of 10 quick options.

You can enable quick options for a property in the entity as well as in the Article Editor.

Note: If you disable quick options for a property in the entities editor, you can't enable them for the property in the Article Editor.

See What are entities? to learn more.

How to associate an agent to a group

Account managers can define groups in the system, such as Support or Sales. They can then associate an agent with one or more groups.

  1. In the AI Console, go to Admin Center > Users.
  2. Select the users from the list that you want to add to a group.
  3. From the toolbar on the top, select Groups and click the name of the group to which you want to add the user.The selected users are immediately become members of the group.

Voices Map

For a given knowledge base, you can view user queries on a map in real time according to the user location.

When a user submits a query, it appears on the map.

To open the map, either go to the Dashboard and click the map icon, or go to Voices > Voices Map in the AI Console menu.


To zoom in and out, use the buttons in the bottom-right corner of the map.

Using the Analytics API

The Analytics API enables you to access and collect data from the Bold360 AI Analytics section.

You can get a more comprehensive picture of your customer support processes and self-service success. You can also build custom reports that show your customer support impact.
  1. To use the Analytics API, create an API key in your Bold360 AI account.

    For information on how to create a new API key, click here.

  2. To retrieve analytics data with the API, use the get method.
    • For a JSONP response, use: https://my.nanorep.com/api/analytics/v1/get
    • To retrieve a CSV file, use: https://my.nanorep.com/api/analytics/v1/get.csv
    Table 1. Input parameters
      Usage Example
    cb

    The JSONP callback method.

    Note: JSONP only.
    cb=callbackMethod
    account

    The account name.

    account=myAccount
    apiKey

    An API key with analytics read privileges for the required knowledge-bases.

    apiKey=xxx-yyy-zzz
    kb

    One or more knowledge-base names to obtain data for (comma-separated).

    kb=English,Spanish
    analysis

    Value analysis type. Possible values are:

    • hourly
    • daily
    • weekly
    • monthly
    analysis=weekly
    days
    Note: You must provide either a day or month value when selecting a date range.

    Date range in days to obtain data for.

    days=14
    months
    Note: You must provide either a day or month value when selecting a date range.

    Date range in months to obtain data for.

    months=6
    timezone

    Timezone in hours to obtain correct dates.

    timezone=5
    values

    List of values to include in output (comma-separated).

    List of possible values is provided in the table below.

    values=engagements,resolved
    labelid (Optional) Get data on specific label. labelId=1CE001C
    Table 2. Possible values for values parameter
    Value name Description

    Engagements

    answeredSessions Total answers provided, including self-service, rechanneling, and tickets.
    interactions Total interactions via Bold360 AI interfaces (widgets, Support Center, API, and so on).
    answered Interactions where search has returned an answer.
    unanaswered Interactions where search did not return an answer.
    resolved Engagements resolved by Bold360 AI (visitor received an answer, and did not escalate or provide negative feedback).
    unresolved Engagements not resolved by Bold360 AI (either no search result has been found or the visitor's question was escalated to an agent, or the visitor provided negative feedback).
    resolvedBySearch Engagements resolved using the Search interface.
    resolvedBySearchAC Engagements resolved using the Search interface by selecting an auto-completion suggestion (subset of resolvedBySearch).
    resolvedByFAQ Engagements resolved using an FAQ interface (in Dynamic FAQ widget, or FAQs in embedded or floating widgets).
    resolvedBySupportCenter Engagements resolved using a Support Center article.
    positiveFeedback Number of positive feedback from all touchpoints.

What does Bold360 AI learn automatically?

Bold360 AI's sophisticated knowledge base software and algorithm has learning capabilities to increase accuracy, efficiency and help you grow your Knowledge Base.

Bold360 AI automatically performs and learns the following:

  • Popular visitor questions, automatically grouped by meaning and topic
  • Agents' answers are automatically learned and suggested (automatic/manual approval before publishing)
  • Learning additional phrasings by monitoring agent activity
  • Word meaning and relevancy through Natural Language analysis.
  • Search prediction (auto complete)
  • Spelling corrections including unique words per customer

How does Bold360 AI find an answer?

Bold360 AI maintains a Knowledge Base of questions and answers. When a user asks a question, Bold360 AI looks for a similar question in the Knowledge Base. When a similar question is found, the corresponding answer is returned to the user. If the answer is not in the Knowledge Base yet, the user can escalate it to an agent via ticket or chat.

Search Accuracy

Bold360 AI uses natural-language-based search to analyze the meaning and the context of the question. During the search process, Bold360 AI looks for a question which has similar meaning and context.

Bold360 AI also uses the following tools for optimizing its search process:

  1. Bold360 AI utilizes a morphological engine which determines the source of the word (e.g., "selling" will be recognized as "sell", "working as "work"). The engine has the capacity to handle complicated users expressions.
  2. Bold360 AI utilizes adaptive spelling correction capabilities in its search engine. This provides correct results even if they misspell their question. The spelling correction engine will adapt itself to your business language, based on the content of your Knowledge Base (i.e., product names and unique terms will be supported and understood by your Bold360 AI).

Every answer in the Knowledge Base can be related to multiple questions:

Users ask similar questions in various phrasings. Bold360 AI allows you to associate multiple questions (phrasings) to an answer.

For example, a Knowledge Base which has an answer to the question "Do you sell fruit?" might have the following questions associated with this question:

  1. "Do you sell Apples?"
  2. "Can I buy Bananas?"
  3. "Can I purchase an Orange?"

Accordingly, when the question "do you sell bananas?" is asked, the system will perform the following actions:

  1. Searching for a similar question in the Knowledge Base.
  2. Recognizing an existing similar question (phrasing) in the Knowledge Base, such as "Can I buy Bananas?"
  3. Sending the associated answer back to the user.

On which digital channels can Digital DX be installed?

Digital DX is designed to provide excellent self-service experience in multiple digital channels.

In addition to a website, the Digital DX Q&A widget can be deployed on the following digital channels:

  • Mobile devices, such as iPhone, iPad, and Android devices. You can read more here.
  • Internal portal (such as your intranet)

Regardless of the type of the channel, the deployment process is quick and easy, and in most cases takes from minutes to a few hours.

Template Answers Overview

Template answers enable your Bold360 AI solution to answer product attributes-related questions (e.g., what is the price?, what is the size?, color, etc.).

Instead of creating multiple answers for multiple specific questions ('what is the color of dinner plate A?' 'what is the color of dinner plate B?), you only need to create one Q&A ('what is the color?') and insert a template script inside the answer so the answer varies depending on the product ('The color is blue").

An example:

An end user visits one of your product pages and asks about the product's color (In this case, the color of a dinner plate). Your products (dinner plates) come in two colors: blue and orange. By using a color attribute, all you need is to create one question in your Bold360 AI knowledge base: "What is the product's color?"

The user will receive an answer about the actual product's color depending on the product page that they are currently visiting. If the user is on the blue dinner plate page, the answer will be: "The product color is blue" and if they are on the orange dinner plate page, the answer will be "The product color is orange".

How do I add a custom field or value to the contact form?

The contact forms allow your users to escalate their questions to your agents. The Digital DX AI API allows you to dynamically insert values to the contact form, including values in visible form fields as well as hidden fields that will be visible in the ticket details in your inbox. For an explanation on how to add these values, please click here.

Why does the article title differ from the autocomplete suggestion?

As the user is entering a question in the search in the Support Center or in the widget, the autocomplete continuously checks for and returns the most likely responses that are identified based on our Natural Language Processing (NLP) algorithm and popularity.

The autocomplete can present any phrasing associated with articles. Knowledge base managers can control whether an article phrasing is returned in autocomplete with the Autocomplete checkbox next to the phrasing.

Once the user selects an autocomplete suggestion, the article associated with the selected phrase is presented. The title of this article may differ from the phrase the user selected.



Figure 1. What Autocomplete displays


Figure 2. What selected article looks like

Bold360 AI for supporting multi-lingual websites

Companies often have to support customers in multiple languages, which requires having the same topic available in several languages. There are two recommended methods to provide multi-lingual interactions with your customers:

  1. Bold360 AI offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2). The quality of Bold360 AI's automatic translation from English to 34 foreign languages is almost as high as from our dedicated knowledge base per language.
  2. Bold360 AI allows you to have a separate dedicated language Knowledge Base for each language, including Asian languages such as Korean or Chinese, and many more. That way, you can associate each Knowledge Base with a different language on your website. When a user asks a question, a native answer from the dedicated Knowledge Base will be provided (instead of a translated one). We recommend beginning with your English-language Knowledge Base - typically always the largest - and then translate all its content into the foreign language of your choice to make your full set of answers available to more users.

What is the difference between the widget skins?

The Widget escalation method is different between the widget skins.

In the arcade skin, the escalation configurations are performed through the contact form, while in modern skin all the escalations are made from channeling rules.

In the modern widget, skin escalation configurations will be defined through channeling - learn how to define smart channeling.

To use the modern skin for channeling, all previous channel configurations should be removed.

How can I activate on-the-fly translation?

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

Features and Benefits

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

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

Dedicated language Knowledge Bases

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

To activate a dedicated knowledge base, please contact your Customer Success Manager.

How to configure the number of autocomplete results

Define the number of autocomplete results the widget shows while the customer is entering their question.

You can define the maximum number of intents that auto-complete displays in a widget.

Note: This setting only applies to web widgets.
  1. In the Bold360 AI platform, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, in the Auto-complete count field, choose Customize.
  5. Enter the number of auto-complete options to display.

    You can select any number between 1 and 10. The default value is 3.

    Tip: If you select 0, no auto-complete results will be displayed.
  6. Save your changes.

How to limit agents to certain tickets (based on labels)?

When either of the 'take' options is selected in the ticketing permissions (View and take selected labels or Take selected labels), the agent will only have access to specific labels.

For example:In our last example ; For the Support group, we already selected the ticketing permission "View and take selected labels". Because we chose one of our 'take' options, the lables' table opens to choose labels. In our case, we chose only one label: the "Support" label. We chose it since we want all tickets labeled as "Support" to be viewed and taken by Dan, Roy and David, our support agents. We still need to set the ticket assignments abilities. This can be done once the group is created and we associated our agents, Dan, Roy and David with the "Support" group. These steps will be described next.

What are user groups?

User groups in Bold360 AI control who the agents can assign tickets to as well as which tickets and knowledge bases they have access to.

User groups are a way to create a differentiation between your agents at the permission level they have and or access to tickets from a certain label/s.

You can also limit the assignments options available to these agents; whether they can assign tickets to everyone or just a certain group. For example: We want to create a group for our support agents, Dan, Roy and David, so they could only see and take (permission) tickets regarding support issues (topic / label). What we need to do is to create a group which contains the "Support" label in it and choose the permission type. In our case: "View and take selected labels". We can also decide to allow our group members to only assign tickets to other group members. After creating the group we need to associate Dan, Roy and David with it. Once a new ticket being labeled as "Support" (the label is attached to the ticket manually or by tickets' rules) it can be viewed and taken only by Dan, Roy and David.

You can also use user groups to restrict your agents to specific knowledge bases.

Bold360 Advise widgets for internal support

Improve your employees' productivity by providing integrated, easy access to your company's knowledge base.

Bold360 offers search widgets that end-users can use to receive self-service information from their company?s internal knowledge base. The widget can also be used for knowledge sharing as end-users can suggest a response to a question as a new article. In Bold360 Advise, the end-user of the widget is the customer-facing employee of your company who may need information from a knowledge base that you do not want to make publicly available.

Bold360 Advise offers the following widget types:

Google Chrome extension
After adding the Bold360 Advise search widget to your Google Chrome browser as an extension, it is available in the browser on any website. The end-user can either open the extension or use the website?s context menu the receive help. End-users can also suggest an article as response to a search that did not return any result.
Salesforce widget
Available from a Salesforce account only. After the company?s admin installs the widget, it automatically becomes available for every employee when looking at a case in Salesforce.

How can I measure my customers' satisfaction from articles?

To get estimations on the quality of your articles or a single article, you can create a report. The report will show the number of likes compared to total likes and dislikes of the article.

To create the report, do the following:

  1. In the Bold360 AI platform, go to Analytics > Reports and choose the following values:
    1. Under Fields category, select: Knowledge base, Article ID, Date & Time, Article Title, #Positive FB, Negative FB, #Interactions.
    2. Under Group by category, select: Knowledge base, Article ID.
  2. Choose the time period you would like to view.
  3. Click Run.

Results are sorted by Knowledge base.

To view more details, click on the arrow next to the Article ID.


Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

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

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

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

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

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

ICO Cookie Compliance

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

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

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