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

1. Create or edit an email account, as follows:
   1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
   2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
2. On the Auto Responder tab, select Auto responder enabled.
3. Click Create New.
4. Enter a name for your auto responder rule set and Click Add Criteria.
5. Select the relevant criteria and actions as follows:

   Option	Description
   Email Delivery Time	Set business hours for automatic email replies and select whether these messages should be sent inside or outside business hours.
   Destination Address	You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
   Email Type	Select the type of emails that you want to reply.
   From Address	If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the donotreply string.
   Subject Line	Define the subject of emails that you want to send automatic replies.

6. Under Actions, select the email address that the customer will see as the sender of the email and select the Canned Message that will be body of the email.

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

With omni-channel engagement, Digital DX brings together the digital channels most important to your business, including email, Facebook Messenger, text messaging, and other messaging services, such as WhatsApp.

Note: To use messaging services, other than SMS-based text messaging, you must have a Digital DX AI account as well.

Configure Digital DX to receive, track, and manage emails.

1. Go to Channels > Email > Email Accounts.
2. Click Create New.
3. Select Enable email to activate the email account on the New Email Account page.
4. On the General page, enter basic account settings such as sender email address and incoming and outgoing server details.
5. Under Distribution ? Organization, you can set the controls for how emails are distributed and organized.
6. Under Format and content, set up how emails are encoded and formatted; set up an email footer; select canned messages for use with email.
7. Save your changes.

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

To implement text messaging functionality, you must configure an SMS account and provision a phone number to integrate with Twilio, our SMS gateway provider. Additional per message fees apply.

Digital DX's text messaging service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming message requests.

1. Go to Channels > Messaging > SMS Acct. and click Create New.
2. On the Account Settings tab, enter the account Name and associate incoming text messages with a Department.

   On this tab, you can define when to automatically end a session if a consumer has not responded within a defined period and how to handle re-opened text message threads.

3. On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
4. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
5. On the Canned Message Folders, select the canned messages that you want to make available to agents handling this account.
6. On the Phone Number tab, choose your Country and click Find Phone Number. Select your phone number from the available local phone numbers in the drop-down list.
7. Click Save.

Note: Additional countries are available through the Advanced Set up link. Due to various regulatory requirements, these countries must be provisioned directly through Twilio. Once provisioned, the Administrator can select Advanced Setup to enter the number, secure toke, etc that Twilio provides and then selects the country from the Advanced Setup drop-down menu.

Integrate Bold360 AI and Bold360 Agent to enable your customers to escalate to a live agent when necessary.

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

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

   Result: The Auto-Translation page is displayed.

2. Select Enable auto-translation.
3. Configure your GeoFluent subscription and defaults.

   Option	Description
   GeoFluent Host	The host name provided by Lionbridge for your GeoFluent subscription.
   GeoFluent Account Key	The account key provided by Lionbridge for your GeoFluent subscription.
   GeoFluent Account Secret	The account secret provided by Lionbridge for your GeoFluent subscription.
   Default Language	The language agents speak by default. Custom agent language settings override this value.
   Supported Language Pairs	The language pairs available for your GeoFluent subscription. To add or remove language pairs, contact Lionbridge about adjusting your GeoFluent subscription.

4. Click Validate credentials and refresh language pairs to check your GeoFluent settings and synchronize language pairs available for your subscription.
   Remember: You must do this every time your GeoFluent subscription changes (such as adding a new language pair to your subscription).
5. Save your changes.
6. Now you must enable auto-translation per chat window: Go to Channels > Chat > Chat Windows > [select or create a chat window] > Message Content > Enable auto-translation.

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

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

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

Similar to chat functionality, the Facebook Messenger service supports department-based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming requests.

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

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

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

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

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

Tip: Experiments are a convenient way to modify buttons and rule sets without re-deploying an HTML snippet.

1. Open a website, as follows:
   1. In the Web Admin Center, go to Organization > Websites. The Websites page is displayed.
   2. Select an existing website or click Create New.

   Result: The New/Edit Website window is displayed.

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

   Result: An experiment is created.

5. Give the experiment a Name.

   The name cannot be changed once the experiment has started.

6. Schedule the experiment, as follows:

   Option	Description
   Scheduled Start	Begin analyzing customers at this date and time. It can take up to a minute after the scheduled start time for buttons and invitations to be presented.
   End	Stop applying experiment filters to customers at this date and time. Any customer who has already been presented a test item will still be evaluated.
   Add different close date (Scheduled Close)	To stop evaluating the behavior of participants still in the experiment, you must close the experiment. Any customer who still participates in an experiment will not be included in the results after this time and date.

7. If you do not want the experiment to apply to all customers, under Who to include you can define customers who will be subjects of the experiment.
   1. Click Add Criteria and select from available filters.
8. Under What to test, set up your experiment:
   1. Click Add Action and choose an item.
      Note: Control Group refers to the currently deployed buttons and rulesets for a given site (HTML snippet with a website definition).
   2. Choose a specific instance of the item.

      Example: ThisSpecificButton or ThatSpecificRuleset.

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

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

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

9. Save your changes.

   Result: The settings are applied to the website definition.

At the scheduled start time, for each HTML snippet to which this website is associated, customers will be analyzed and buttons/invitations presented. Customers can only be presented one item from the experiment at a time.

Remember: A running experiment cannot be modified.

Related Articles

• How to create a website
• How to set website-level business hours
• Setting up your website for co-browse sessions

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

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

   Example: For example Purchase, July 4th promo.

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

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

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

Tip: Use the Conversion Summary Report to view and sort large amounts of conversion data by date, agent, code, and more.

Related Articles

• Set up a chat invitation
• Invite customers to chat according to rules (Invitation Rule Sets)
• Invite customers to chat after a short delay (Instant Chat Invite)
• Invite customers to chat after missing them (Chat Recovery)
• Set up your PIN entry page for remote control or co-browse
• Collecting customer data with custom information and variables

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

1. In the Web Admin Center, choose the channel for which you want to create labels:
   • Channels > Chat > Wrap-up Fields
   • Channels > Email > Wrap-up Fields
   • Channels > Messaging > Wrap-up Fields
2. Along the left side of the page, choose the type of label to edit or create:
   • Categories
   • Custom Field 1
   • Custom Field 2
   • Statuses
3. Select an existing item or click Create New.
4. Name the label.
5. Save your changes.

Configure Digital DX to receive, track, and manage emails.

1. Create or edit an email account, as follows:
   1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
   2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
2. Select Enable email to activate the email account.
3. Enter basic account settings on the General tab:

   Option	Description
   Configuration Name	Name the account for internal reference.
   Sender Email Address	To use when sending email.
   Friendly Sender Name	Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
   Email client	Select the email client you are using: MS Office 365 / Gmail / Other. The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

4. Select the email client that you use to communicate over email.
   Note: In the Digital DX Desktop Client, you cannot select email client.
5. Depending on your email client, you have the following options:

   Option	Description
   User Name	User name of the email server. For example, in the email address support@acme.com, the user name is support.
   Password	The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
   Server/Port	Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
   Secure Connection (SSL)	To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
   Type	Choose your server type: POP3 or IMAP. Note: POP3 is unavailable for Microsoft Office 365 users.
   Leave copy of messages on server	Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
   Folder	Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
   Tenant ID	You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
   Client ID	Microsoft Office 365 users find it in the Overview page of the Azure AD admin center Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
   Client Secret	Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
   Outgoing server	Select SMTP server to set up an SMTP server for outgoing email.

6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:

   Option	Description
   Department	Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
   Maintain email thread ownership on new mails	Preserve the Owner (agent) field of each email thread.
   Append email thread ID to subject	Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
   Append email thread ID to subject	Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
   Auto-bcc	Specify an email address that is included in the BCC field of all outbound emails from the agent.

7. Optional: (Optional) Enter additional settings on the Format and content tab:

   Option	Description
   Encoding	Encoding for outgoing and incoming messages.
   Format	Choose to show incoming email as either plain text or HTML.
   Canned messages for emails	Select canned message folders that agents can use with email.
   Email Footer	Enable and design a footer that is appended to all emails sent from this email account.

8. Save your changes.
9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

   Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.

A click-to-call button allows customers to call your support number quicker.

1. Create a new article in your knowledge base, or use an existing article to add the Click-to-Call link.
2. In the article editor, click the link button .
3. In the pop-up window, under Protocol, choose <other>.
4. In the URL field, enter tel://1800-000-000.
5. Click OK.

You can easily create an image gallery in the Article Editor.

1. Create a new article or open an existing one.
2. On the Content tab of the Article Editor, select Gallery under the text field.
3. On the card that appears, enter the URL of the image or choose to upload an image.
4. Optional: In the Link URL field, provide the URL of the website you want to open when the user clicks on the image.
5. Enter a title for the card.
   Tip: You can include dynamic values such as an offering?s name and its price in an image gallery object. To do so, when creating the image gallery in the Article Editor, capture the entity and property name wrapped in double brackets, for example, [[Offering.name]] and [[Offering.price]]. See What are entities? for more information about entities.
6. Optional: Provide a subtitle for the image.
7. Optional: Add a button to the image.

   You can add a button and a URL that opens when the button is clicked.

8. Optional: Change the presentation mode.

   The default presentation mode is horizontal. You can change it to vertical using the View mode icons.

9. Add a new card to add another image to the article.
   Note: You can create an Image Gallery of up to 10 cards.

Google Tag manager (GTM) is a tool designed for easier third-party scripts deployments in your website. It allows developers to keep third party tags (such as Google Analytics or Bold360 AI widget) separated from their own website code.

Prerequisites

If you do not have a GTM account yet, create one at https://tagmanager.google.com. You must have a Gmail hosted email address to do so. Once your account is created, add the Tag Manager script to the page where you want to deploy the widget. It is recommended to use both the body and head snippets that are provided.

Note: If you use arcade or modern skin, follow this tutorial.

1. In the AI Console, go to Touchpoints > Widgets.
2. Click Get the code next to the widget type that you want to deploy and copy this code snippet.
   Note: For embedded widgets, you must also add the following HTML snippet to that part of your website's source code where you want to embed the widget:

   <div id="nanorep-embedded-widget"></div>

3. On your GTM dashboard, go to Tags and click New to create a new tag for the Bold360 AI widget.

   

4. Click Tag Configuration and select Custom HTML for tag type.
5. In the HTML field, insert the widget code snippet that you copied in Step 2.
6. Click Triggering and select or create a trigger that loads the widget. For example "All Pages" loads the widget on every page of your website where the GTM code is present.

   

7. Save your changes.
8. Optionally, you can preview your changes without making those available to website visitors by clicking Preview in the top-right corner.

   When in Preview mode, accessing your website in the same browser window opens the GTM panel at the bottom of the screen where you can see which tags were fired, which were not, and the reason for failure.

9. Click Submit in the top-right corner and optionally, type a version name and description for your deployment.
10. Click Publish.

Users with multiple accounts can switch between accounts without signing out of Bold360.

1. Sign in to agent.bold360.com.

   Result: The Bold360 Agent Workspace is displayed.

2. At the bottom left of the workspace, hover the mouse over the icon with your initials and click Switch Account.

   

   You are redirected to the account selector page, where you can choose another account to sign in to.