GS Website Articles

How to set up a Website definition

Website definitions help operators see the origin of a visit or chat and help you manage business hours. When used together with the Chat Rule Engine, website definitions help you manage incoming communications. Website definitions are also crucial when your chat strategy involves multiple sites or domains.

How do Website definitions relate to other BoldChat entities? Website definitions are associated directly with snippets of HTML, not with Chat Button definitions, Chat Window definitions, Department definitions, or any other BoldChat entities.

How to create website definitions:

From the main menu of the operator client, go to Setup > Account Setup.
Result: The Account Setup window is displayed
At left, click General > Websites.
Click New.
Result: The New Website window is displayed.
Name the website definition.
Option. Set business hours. See How to set business hours.
Option. Enable Data Validation. See How to validate Chats, Visits and Conversions (Data Validation).
Save your changes
Result: Your website definition is ready to be associated with an HTML snippet and inserted to a site.

Once you create a website definition, you must associate it with a Visitor Monitoring HTML snippet. Website definitions are not associated with any resource until you actively make the association when generating an Visitor Monitoring HTML snippet.

Website definitions can then be detected by the Chat Rule Engine or Visitor Rule Engine to help manage incoming communications and visits.

Websites in the Web Admin Center

Set up websites to help track the origin of visits and manage business hours.

Note: To understand the relationship between a website, a chat window, and a chat button, consider the following:
In Digital DX, a website is a group of settings that helps you manage your Digital DX strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming chat items.
The website also contains the code of a "chat button", which does not only refer to a simple button on the user interface that a customer clicks, but also a complex group of settings associated with that button. These settings include button images, position, animation, associated departments, the countries where the button is displayed and so on.
When the customer clicks the chat button, a chat window opens, which again is not only a simple window on the user interface, but also a complex group of settings that control the layout and content of that window.
To interact with customers, first you have to set up a website and then a chat window. Subsequently, create a chat button and associate that button with the chat window and the website.

How to create a website

In Digital DX, a website is a group of settings that helps you manage your Digital DX strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming items.

How do websites relate to other Digital DX entities? Websites are associated directly with snippets of HTML.

Create or edit a website, as follows:
1. In the Web Admin Center, go to Organization > Websites.
2. Select an existing website group or click Create New.
Result: The New/Edit Website page is displayed.
Name the website.
This can be seen by customers when the Website field is included on a pre-chat form.
Set business hours. See How to set website-level business hours.
Save your changes.

Your website is ready to be associated with an HTML snippet and inserted to a site.

Important: Websites are not associated with any resource until you actively make the association when generating an HTML snippet during the chat button or conversion code set up process. Once associated with a snippet of HTML code, websites can then be detected by the Chat Rule Engine to help manage incoming communications and visits.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

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

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

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

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

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

ICO Cookie Compliance

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

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

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