GS General Articles

What cookies and local storage entities are used by Digital DX AI widgets?

The following table lists all customer-side cookies used in widgets to provide reporting and analytics capabilities. Customers stay anonymous and their unique visitor IDs are only used to group customer queries in reports.

Cookie name Example value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b Identifies the visitor in Business Insights, used also when navigating across subdomains and by the customer information hub.
u v2,EU1,38DA82AC634C0F31 The cookie is used by visitors' engagement tracking in Bold360Ai's reporting system and leveraged by internal analytics tools. If the 'u' cookie is blocked, then the Engagement and Interaction data in legacy AI reporting is distorted.
35EBBB48 cv_4#t_ED43D8F69#v_1#lv_ ED43D8F57#e_00000000 Legacy visitor journey tracking cookie. There is one cookie per visitor journey.

Digital DX AI also uses customer-side localStorage entities in Conversational widgets to provide widget state persistence. You can change it to sessionStorage with the public widget API, but the content of the storage remains the same:

Storage key Storage value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b To provide better persistence and reporting, the unique visitor token is also currently stored in the localStorage of the customer's website.
nanorep.float.conversational. product_demo.kb904641352 {"convId":"7835951554271442645", "convLog":[...]} Stores widget state, including current conversation ID, chat history, active live-chat channel information and so on.


List of cookies used by Digital DX

Genesys DX/Bold360 cookies track the actions associated with a website customer's activity on this website to allow the website owner to provide accurate, helpful and feature-rich web chat features.

This data is handled as follows:

  • Suppressible by the customer who limits browser cookies
  • Used to identify behavior of a user on the website for purposes of Digital DX chat features (e.g. aggregated performance/analytics reporting, chat, visit, conversion history individual reporting)
  • Only useful during the visit or upon a subsequent visit
  • Not available between customers
  • Protected by the Digital DX secure infrastructure

The first five (5) are targeting types for uniquely identifying the website user within the Digital DX service and are used for things like targeted chat invitation, allowing a chat agent to better assist the website customer during a chat session, and for aggregate reporting. The latter four (4) are strictly necessary and only used for chat-related functionality.

Personalization

This cookie is used for providing the proper content based on context settings (query parameter).

Cookie nrContext2
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Bold360Ai is providing context-based, tailored content to customers in order to find the most relevant answers to their problem. The 'nrContext2' cookie is stored for collecting the right context from the user's machine.  
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Harmony

These cookies are used for seamless integration of AI interactions (search, botchat) and live agent chats.

Cookie _bc-chat-ended
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcContinueChat
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Essential
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vrid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Essential
Expiration Persistent
Purpose Stores a unique, anonymous identifier (VisitorID) to allow Digital DX  to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie bc_pv_end
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session / 30 seconds
Purpose Improves accuracy of pageview tracking when a website user (customer) moves between pages.
Creation When the website user changes pages.
Cookie bc-visit-id
Host bold360.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Same as _bcvm_vid_{visitorParam}. Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie bc-visitor-id
Host bold360.com
Type 3rd Party
Category Essential
Expiration Persistent
Purpose Same as _bcvm_vrid_{visitorParam}. Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-curl
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Identifies the state of the layered chat window when the website user changes pages on the website so the chat window can be maintained.
Creation When the layered chat window is opened.
Cookie _url-cid
Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the cached URL of the open chat window for the website user.
Creation When the layered chat window is opened.
Cookie _bc_aa*

(_bc_aas, _bc_aaq, _bc_aasi-XXX-XXX-viewed, _bc_aasc)

Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the current state of auto-answers being shown to the customer within the chat window.
Creation When auto-answers is shown and used within the chat window, and only if Local Storage is not supported by the browser.
Cookie _reboot-cid
Host livechat.boldchat.com
Type 3rd Party
Category Essential
Expiration End of session
Purpose Used to track the chat URL to be reloaded after a Rescue-initiated reboot (in order to reconstitute the chat session).
Creation When a Rescue-initiated reboot is triggered.
Cookie _bcck
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Used for chat validation, chat start.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores the escalation state.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation-time
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Keeps chat in sync when refreshed or new tabs are opened.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-prechat-submitted_{chat_id}
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 24 hours
Purpose Keeps prechat form in sync when refreshed or new tabs are opened. Only placed when prechat feature is used.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie csrf-token
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores security token for safe form submission.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • auth.bold360.com
  • launch.bold360.com

IP addresses for the sign in service

 

Add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email address so that identity-related and authentication emails are received:

  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • support@bold360.com

Allowlists

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11
     

How to Run the desktop Operator Client

Launch the application via the Windows Start button, a desktop shortcut, or any other preferred method. You may be prompted to log in to your BoldChat account. Use the same email and password combination you use to log in at the BoldChat website.

Tip: You can tell BoldChat to remember your user name and password when you log in to the desktop app using the checkbox on the login screen.
Note: Users in an account with a data residency region other than the USA can only log in to BoldChat Operator Client 10.2 version or later.

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.

Digital DX System Requirements

Browser requirements for visitors on web

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Browser requirements for visitors on mobile

  • Chrome recommended on Android
  • Safari recommended on iOS

System requirements for the Desktop Client

To download the latest version of the Desktop Client, go to https://www.bold360.com/download.

  • Windows 7, 8, 8.1, 10 (recommended: Windows 8 and newer)
  • Memory: 2GB or more (recommended: 4GB)
  • CPU: 1.7 GHz dual core or better (recommended: i3 core equivalent or above)
  • When using the Digital DX Desktop Client version earlier than 15.2.6, the minimum supported version of .NET Framework is v4.6. In this case, you must use the SSO sign-in method to access the Desktop Client. See How to sign in to the Desktop Client?.
  • When using the Digital DX Desktop Client version 15.2.6 or later, the minimum supported version of .NET Framework is v3.5.1
Note: Mac and Linux are not supported.

Browser requirements for the Web Client

You can log in to the Web Client at web.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)

Browser requirements for the Agent Workspace

You can log in to the Agent Workspace at agent.bold360.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Microsoft Internet Explorer 10 and above are available to use but are not recommended browsers as they are not being updated to maintain modern security and web standards.

Browser requirements for Reports and Dashboard

You can log in to Reports at report.boldchat.com and to Dashboard at dashboard.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)
  • Chrome recommended on Android (Dashboard only)
  • Safari recommended on iOS (Dashboard only)

TLS encryption support

Depending on which .NET Framework you installed on a computer, the Digital DX Desktop Client supports TLS version 1.2:

  • Digital DX Desktop Client version 15.2.6 or later - .NET framework 3.5.1 or later required
  • Earlier Digital DX Desktop Client versions - .NET framework 4.6 or later required

You can enable TLS 1.2 in the Windows Registry.

Bandwidth requirements

Running the Digital DX Desktop Client does not have any special bandwidth requirements. For video chat requirements, see How to enable video chat.

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

When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.

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

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

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

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

Frequently Asked Questions about Omni-queue

Is Omni-queue a new channel?

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

How do I receive work items in Omni-queue?

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

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

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

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

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

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

What about security in the Digital DX AI platform?

We work hard to ensure your security and recognize its importance:

  • Bold360 AI servers are hosted on Amazon's EC2 cloud, it is secured via AWS firewall services to insure that customer knowledge & data are safe.
  • Manage access to our servers is restricted to TLS cryptography.
  • Each of our customers is assigned a unique set of login credentials that only allows access to the customer's own cluster of data. All passwords are enforced for a strict complexity policy. Access to your data is only granted to privileged users in your organization and Bold360 AI privileged users.

Add increased security for Slim and Harmony widgets

To increase the level of security, Digital DX AI introduced Cross-origin resource sharing (CORS) policies to the APIs. This enhancement 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 snippet code and adds it to any other site, the widget or Support Center on that site will not work.

Until now, you could define the URL of a secure Support Center in the Main Site URL field on the Touchpoints > Support Center > Settings page. From now on, 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 your Support Center URL that you have copied from the Main Site URL field.
  4. Add your main customer website URL to the list.
  5. Save your changes.

For more information and to see more Bold360 certifications, please visit the LogMeIn Trust & Privacy Center.

Bold360 Training and Education

We provide videos and other sources of information to help you get started. Whether you have an Agent or AI account, this is an easy way to start your journey into Bold360.

Check out our training website.

How to search canned messages

Operators can perform keyword searches against the canned message library. This helps to increase the speed and accuracy of chats, without impeding the operator?s ability to personalize the conversation.

Important: This is not a full text search. The search only applies to keywords directly associated with canned messages in your BoldChat account.
  1. From the toolbar of the active Chat window, click the Search Canned Messages icon (paper with binoculars)

    Result: The Search Canned Messages area is shown to the right of the chat area.

  2. Click the entry field at the top of the Search Canned Messages area.
  3. Enter the keyword to search for and click search.

    Result: The result list will show below the search field.

    Tip: While a search is taking place, the Search button changes to Cancel.
  4. Select a canned message in the result list.

    Result: The full text of the canned message will be displayed below.

  5. Next to the search entry field, click copy/insert to insert the canned message into the chat.
  6. Check and edit the canned message if necessary.
  7. In the Chat window, click Send.

What features are available in Digital DX?

Depending on whether you use a web-based client, such as the Agent Workspace, or the Desktop Client, this feature parity list shows what features are available to you.

Feature Agent Workspace Desktop Client
AI integration yes  
Data protection (GDPR) yes  
Facebook Messenger yes  
PIN invite (Chat) yes  
PIN invite (Remote Control) yes  
Omni-queue yes  
Recording remote sessions yes  
Smart Advisor yes  
Video chat yes  
A/B testing (Experiments) yes yes
Active Assist / Co-browse yes yes
Agent collaboration / discussion yes yes
Agent statistics yes yes
Assignment history yes yes
Auto Answers yes yes
Automatic chat distribution/load balancing yes yes
Block / Unblock customers during chat yes yes
Business hours exceptions yes yes
Canned messages yes yes
Canned message filtering yes yes
Chat Recovery yes yes
Chat translation with GeoFluent yes yes
Chat unavailable email form yes yes
Conversion history yes yes
Custom chat wrap-up yes yes
Customer history yes yes
Data obfuscation (part of the chat window setup) yes yes
Data retention settings yes yes
Data validation yes yes
Department rollover yes yes
Deploy across unlimited domains yes yes
DIY integration yes yes
Drag and drop hosted images from a website to the conversation yes yes
Email management yes yes
Email signature yes yes
Export chat data yes yes
File transfer yes yes
Flag work items yes yes
IP denylist yes yes
Insert image, spell checking, and typing indicator yes

(the browser handles spell checking)

yes

(the system handles spell checking)

Layered chat windows yes yes
Live chat yes yes
Mobile-aware chat windows yes yes
Monitor View / Grid View yes yes
Permission control yes yes
Post-chat survey yes yes
Proactive chat invitations  

How can I get help in the AI Console?

While working in your Digital DX AI account, you may get answers to questions or help with resolving issues you run into without leaving the platform.

Within your Digital DX AI account, there's a question mark icon in the upper right hand corner of each page. Once clicked, this icon brings you to the Quick Help, which you can use to access answers to your questions. The Quick Help provides context-sensitive help, that is, its content depends on the option selected in the menu.

Watch this video to see how to access and use the Quick Help so that you can get the answers you need, from within your Digital DX AI account.

Note: If the layout is different from what you see in the video, here's how you can access the Quick Help:

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).