Welcome to the Genesys
DX Support Center

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

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

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

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

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

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

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

Related Articles

• How can I display different answers on different touchpoints?

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

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

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

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.

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.

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

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:

• What's the agent experience like?
• What's the customer experience like in WhatsApp?
• What's the customer experience like in Microsoft Teams?

Related Articles

• What's the agent experience like?
• What's the customer experience like in WhatsApp?
• What's the customer experience like in Microsoft Teams?
• How to monitor traffic on messaging channels
• How to set up a WhatsApp messaging channel
• How to set up a Microsoft Teams messaging channel
• How to configure Digital DX AI after setting up a messaging channel
• How to configure Digital DX Agent after setting up a messaging channel
• How to configure messaging channels

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

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.

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.

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 >

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.

<!-- 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 -->

<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>

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

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

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

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

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

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.

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

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:

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.

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.

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

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

<?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>

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?

Note: Use this reference for Arcade and Modern widgets.

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"
}

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.

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)

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

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

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.

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.

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

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

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.

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:

• Bold360/BoldChat API at developer.bold360.com
• Bold360 AI API at https://my.nanorep.com/api/doc/v1.html
• Bold360 AI Widget API at https://my.nanorep.com/web/doc/v1.html?section=widgets
• Bold360 chat window SDK at https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_bc_sdk_header.html
• Bold360 AI web SDK at http://my.nanorep.com/web/doc/v1.html?section=sdk

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.

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.

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.

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

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.

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.

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.

_nRepData["conversionTag"] = "CONVERSION_TAG";

_nRepData["conversionTag"] = "Camera";

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.

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.

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

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.

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

/* 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 
    }); 
  }
});

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.

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.
  

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.

Related Articles

• What are entities?

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.

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

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.

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 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".

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.

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

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.

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.

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).

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.

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.