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Please note that this description applies for the process available before the 2022-06-10 release. See the newer version here.

Take control of a customer's computer from a standard chat session.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important: You can have one active remote access session at a time.

Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

• Windows 8.1 or above
• OS X 10.9 or above

1. Activate a chat.
2. Click the Remote Access button to switch to remote access.

   

3. Guide your customer through these steps:
   1. Ask them to grant permissions and download the applet (the download should take no more than 15 seconds)
   2. Once the download is complete, ask the customer to click Run to execute the applet

   Result: You can now view the customer's computer.
   

4. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
5. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

Related Articles

• How to start a PIN-based remote access session
• How to start a co-browse session

You can set the Agent Workspace to either play a sound or not when you receive a chat or email.

1. Sign in to the Agent Workspace.

   Result: The Agent Workspace is displayed.

2. At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.

   
   

   Note: You cannot change the sound volume of notifications.

You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are responding to a customer's email.

1. To start a discussion, click Discuss at the bottom of the email panel.

   

   Result: You are prompted to select a discussion partner.

2. Select an Operator and click Send request.

   Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are chatting with the customer.

1. To start a discussion, click Discuss at the bottom of the chat panel.

   
   

   Restriction: During remote access, Discussion is unavailable.

   Result: You are prompted to select a discussion partner.

2. Select an Operator or a department and click Send request. When you select a department as discussion partner, Bold360 automatically assigns the discussion to an available Operator in that department. See How are discussions distributed when sent to a department.

   Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.
   

1. On the left pane of the desktop Operator Client, open the Email folder.

   

   Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.

2. From the list of Emails threads, select the item you want to view.
   Tip: You may need to use the folder structure on the left to navigate to the desired item.
3. In the main pane, select the Email tab.
   Tip: If more than one email is in the thread, you can select the email you want in the Emails box on the Email tab.

Tip: To view email threads that share the same user email address, click the Email History tab on the Email service interface.

Related Articles

• How to answer an email
• How to search for an email
• How to trace back email routing history

Configure BoldChat to receive, track, and manage emails.

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.

To implement BoldChat's SMS functionality you must configure an SMS account and provision a phone number to integrate with our SMS gateway.

To work with a text message, click it on the left side of the workspace under Messages.

• To be able to accept messages, make yourself available on the left panel.

  

• To answer a message, look under Messages and click an SMS message.

  
  

  Tip: The chat at the top of the list may be the most urgent (newest).

  Result: The message opens in a new column in the workspace to the right and is ready to work with.

• A red spot tells you that the customer is waiting for a response.
• To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

  

  Result: You are prompted to select an Operator or department. Select the receiving Operator or department and click Transfer.

• Options while working with a message:
  • View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
    
  • Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

To work with a text message, click it on the left side of the workspace under Messages.

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

• To be able to accept messages, make yourself available on the left panel.

  

• To answer a message, look under Messages and click an SMS message.

  
  

  Tip: The chat at the top of the list may be the most urgent (newest).

  Result: The message opens in a new column in the workspace to the right and is ready to work with.

• A red spot tells you that the customer is waiting for a response.
• To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

  

  Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer.

• Options while working with a message:
  • View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
    
  • Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

Related Articles

• How to accept a Facebook Messenger chat
• How to transfer a message
• How to monitor the messages of your organization

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.

You can transfer messages to other Operators or departments in your Bold360 organization.

1. To transfer a message to another team member, click Transfer at the bottom of the message panel.

   

   Result: You are prompted to select an Operator or department.

2. Select the receiving Operator or department and click Transfer.

   Result: The message is transferred and removed from your workspace (the column closes).

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them. Canned messages are managed separately by channel (Chat, Email, Messaging, Social).

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

1. In the Web Admin Center, go to Channels > Chat > Canned Messages.
2. By default, you have two canned messages: welcome and bye. Feel free to customize either of these by clicking them and updating the body.

   

3. To create a new message, click Create New.
   1. Add a Name so that agents can easily identify and reference the message.
   2. Type and format the message in the Body.

      You can include dynamic HTML variables such as agent or customer name. You can find a list of HTML variables here.

   3. In Keywords, include any words and/or phrases that help identify this message as relevant to a conversation.
   4. Agents can more easily use canned messages by adding a Shortcut. This enables agents to use a canned message without having to search for it by typing ?/[shortcutname].? (For example: ?/hello?)

   

4. Save your changes.

   Result: Your new canned message is now available for responses to incoming chats.

You can transfer messages to other agents or departments in your Bold360 organization.

1. To transfer a message to another team member, click Transfer at the bottom of the message panel.

   

   Result: You are prompted to select an agent or department.

2. Select the receiving agent or department and click Transfer.

   Result: The message is transferred and removed from your workspace (the column closes).

Use the knowledge base launchpad to create a knowledge base quickly and easily.

Note: The knowledge base launchpad is not available by default, it must be enabled for the knowledge base on account level. For more information contact your Customer Success Manager.

1. In the AI Console, go to Knowledge > Launchpad.
2. Select one of the predefined packages depending on your business needs.

   Result: Once you select a package, a list of articles appears.

3. Review and modify the articles as required.

   You have the following options for each article:

   Table 1. Options for knowledge base launchpad articles

   Option	Description
   Live	This option controls whether the article is imported to the knowledge base in online or offline state. All articles are set offline by default. If you set an article live, it will be immediately available on touchpoints once you launch the article.
   Article Title	Displays the article title and the number of phrasings available for the article. Select the number to see the phrasings.
   Content	The body of the article. You can add the content you want to present as a response to the question that is in the Article Title.
   (Delete)	This option enables you to delete specific articles from the list.
   (Launch)	With this option you can launch a specific article.

4. Optional: Add new articles as you see fit.
5. Launch all articles using the button at the bottom or launch articles one by one.
   Note: Once you launch a package in a knowledge base, it can't be launched to the same knowledge base again.

You can change the language used for your Agent Workspace. This setting has no impact on customers or supported languages. It only affects your own experience on the Agent Workspace site.

1. Sign in to the Agent Workspace.

   Result: The Agent Workspace is displayed.

2. At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

   

Add operators to your account.

Force an operator to change their password upon next login.

1. From the main menu of the operator client, go to Setup > Account Setup.

   Result: The Account Setup window is displayed.

2. On the left menu of the Account Setup window, click General > Operators > Edit.

   Result: The New/Edit Operator window is displayed.

3. Select an operator.
4. On the Login Control tab, select Force password change on next login.
5. Save your changes.

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing. BoldChat users refer to co-browse as ActiveAssist.

1. Activate a chat.
2. Click the Co-browse icon.

   

   Result: The customer is prompted to allow co-browse.

3. The customer must click Yes.

   Result: The co-browsing session begins.

   Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
   Restriction:

   • Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
   • Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.

To work with a chat, click it on the left side of the workspace under Live Sessions.

• A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
• Under Live Sessions, click any chat.

  Result: The chat opens in a column in the workspace to the right and is ready to work with.

• To accept a chat without working on it right away, click Quick Accept.

  Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
  If a welcome message is set for the Operator then clicking Quick Accept also sends that message to the customer.

• A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another Operator and the status of the current Operator is set to Away.

  

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

1. Sign in to agent.bold360.com.

   Result: The Bold360 Agent Workspace is displayed.

2. Start a chat with a customer.
3. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.

   
   

   The text size panel is displayed at the top of your chat panel.

4. Set the new text size.

You can set yourself as available, away, or any other custom status for chats and emails independently.

1. Sign in to agent.bold360.com.

   Result: The Bold360 Agent Workspace is displayed.

2. At the bottom left of the workspace, click the Chats, Emails, or Messages icon and select a status.

   

Take control of a customer's computer from a standard chat session.

1. Activate a chat.
2. Click the Remote Access button to switch to remote access.

   

3. Guide your customer through these steps:
   1. Ask them to grant permissions and download the applet (the download should take no more than 15 seconds)
   2. Once the download is complete, ask the customer to click Run to execute the applet

   Result: You can now view the customer's computer.
   

4. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
5. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

You can transfer chats to other Operators or departments in your Bold360 organization.

1. To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

   
   

   Restriction: During remote access, Transfer is unavailable.

   Result: You are prompted to select an Operator or department.

2. Select the receiving Operator or department and click Transfer.

   The No departments option includes those Operators who are not members of any department. You cannot remove this item from the department selector.

   Note: When you transfer a chat to an Operator, make sure their workload allows them to take an additional chat. The number next to an Operator's name represents their current tasks, excluding emails.
   

   Result: The chat is transferred and removed from your workspace (the column closes). The customer is not notified about the transfer, but the name of the new Operator will be displayed in the chat window.

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

1. On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).

   Result: A PIN is generated and displayed on the Remote Control page.

2. Guide your customer through these steps:
   1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
   2. Ask them to enter the PIN that you see on the Remote Control page.
   3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
   4. Once the download is complete, ask the customer to click Run to execute the applet.

   Result: You can now view the customer's computer.
   

3. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
4. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

You can customize the default view on your workspace so that when you open a new chat or message, the same panels are displayed.

1. Sign in to agent.bold360.com.

   Result: The Bold360 Agent Workspace is displayed.

2. At the top right of the workspace, select the panels - or "swimlanes" that you want to display.
3. Save your changes.

   

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.

You can download a list of work items in CSV format for a selected period. By doing so, you can run an audit on your work items any time.

1. In Monitor View, go to the tab where you want to export a list of work items.

   You can download this list on the Queue, Assigned to Agent, and Closed tabs.

2. Select a period of time to list work items.
3. At the top of the list, click Export to .CSV.

   On the Queue and Assigned to Agent tabs, it downloads all data of the first 700 work items, regardless of which columns are visible in Monitor View. On the Closed tab, it downloads the first 1000 work items.

   

Start a co-browse session with a customer using a PIN code. BoldChat users refer to co-browse as ActiveAssist.

1. On the left side of the Bold360 workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN.

   Result: A PIN is generated and displayed on your screen.

2. Guide your customer through these steps:
   1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
   2. Ask them to enter the PIN that you see on the screen.

   Result: The customer is prompted to allow co-browse.

3. The customer must click Yes.

   Result: The co-browsing session begins.

   Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
   Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.

You can find chat transcripts based on chat IDs in Monitor View.

1. Log in to the Agent Workspace at agent.bold360.com.
2. To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

   

3. Go to the tab where you want to search for a chat transcript.

   For example, if you are looking for the transcript of a closed chat, go to the Closed tab.

4. Make sure the ID field is displayed:
   1. Click the cogwheel icon in the top-right corner of the page.
   2. Select the ID field.
   3. Click OK to save your changes.
5. Select the proper department, chat folder, and date range to filter for chats.
   Important: Monitor View displays only 500 chats at a time. If the chat you are looking for is not displayed in the first 500 results, you cannot search for its transcript.
6. Search for the chat ID.
7. Click the chat to see its details, including the transcript.

To work with a chat, click it on the left side of the workspace under Live Sessions.

• A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
• Under Live Sessions, click any chat.

  Result: The chat opens in a column in the workspace to the right and is ready to work with.

• To accept a chat without working on it right away, click Quick Accept.

  Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
  If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.

• A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

  

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.

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.

You can set the Agent Workspace to either play a sound or not when you receive a chat or email.

1. Sign in to the Agent Workspace.

   Result: The Agent Workspace is displayed.

2. At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.

   
   

   Note: You cannot change the sound volume of notifications.

Canned messages are predefined strings of text that the operator can insert into a conversation. With canned messages, the operator can reuse commonly used responses without having to type them.

1. Choose the technology for which you want to create or edit a canned message:
   • Chat: Setup > Account Setup > Chats > Chat Canned Messages
   • Email: Setup > Account Setup > Emails > Email Canned Messages (Premier or Enterprise subscription required)
   • SMS: Setup > Account Setup > SMS > SMS Canned Messages (Premier or Enterprise subscription required)
   • Twitter: Setup > Account Setup > Twitter > Twitter Canned Messages (Premier or Enterprise subscription required)
2. Create, edit, or copy a canned message:
   1. Go to the top of the Account Setup ? Canned Message Folder window and click New, Copy, or Edit.
3. Name and identify the message so operators can find it with ease:
   1. Fill in the Name field. This value is only used internally to identify and reference the canned message, and it is never exposed to visitors
   2. Option. Fill in the Subject field. This is only shown to visitors under certain circumstances, such as Auto Answers' labels.
   3. Option. Associate Keywords with the canned message. BoldChat indexes and searches these words and phrases to help identify canned messages that may be relevant to a chat session.
4. Option. Set an Access Key, which is a keyboard shortcut that inserts the canned message into an active chat.

   Conflicts can occur when a particular key combination is registered to other applications on your local machine. Operators should check key availability by clicking Check.

5. Set the message's Language.

   This value acts as a filter to ensure that operators see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed to all operators as <Not specified>.

   Result: For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus those messages with no language value.

   Tip: Subject , Keywords , and the message body should all be written in the same language.
   Note: If you are using the Auto Answers feature, the Language setting also determines which messages appear to visitors in Auto Answers.
6. Type and format the message.
   • Messages are stored in HTML format and can be edited as HTML source as well.
   • Mark certain phrases or words as not translatable to prevent them from being translated when auto-translation is enabled.
   • You can also insert variables in the ${variable_name} format. For example, use the variable ${login.ChatName} to insert the operator's chat name into the canned message. Available variables:
     • ${chat.ChatUrl} - The URL of the chat from where the visitor started the chat session
     • ${chat.ChatName} - The name of the visitor as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the visitor.
     • ${chat.IsStarted} - Displays whether the chat was started
     • ${chat.Started} - Displays the date and time when the chat started
     • ${chat.IsAnswered} - Displays whether the chat was answered
     • ${chat.Answered} - Displays the date and time when the chat was first answered
     • ${chat.IsEnded} - Displays whether the chat is started
     • ${chat.Ended} - Displays the date and time when the chat ended
     • ${chat.CountryCode} - The two-digit code of the country where the visitor started the conversation
     • ${chat.RegionCode} - The region or ZIP code of the country where the visitor started the conversation
     • ${chat.City} - The city where the visitor started the conversation
     • ${chat.VisitEmailAddress} - Email address of the visitor as provided on the pre-chat form
     • ${chat.VisitPhone} Phone number of the visitor as provided on the pre-chat form
     • ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab
     • ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab
     • ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab
     • ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

   Result: The list of canned messages for an operator is filtered down to those canned messages that match the visitor's language. For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus any canned message where the language is unknown <Not Specified>.

7. Save your changes.

   Result: The canned message is made available to be used in response to incoming communications for the chosen technology (Chat, Email, SMS, or Twitter).

Chats can be manually assigned to a category by an operator, or automatically assigned according to a Chat Rule.

1. Create a category, as follows:
   1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Categories
   2. Click New.
   3. Name the category and save your changes.
2. To manually assign a chat to a category, an operator selects an item using the Category field at the top of the chat area.
3. To automatically assign a chat to a category, an administrator chooses a category in the Action section of the New Chat Rule window.

   See How to manage incoming chats according to rules (Chat Rules).

   Result: The chat is assigned to the chosen category when the rule is triggered.

Respond to an incoming chat initiated by a visitor.

1. When a new chat is initiated by a visitor, BoldChat can alert you in several ways, depending on your Alert settings.

   Result:

   • A ringing tone is played
   • The icon in the system tray will flash
   • The Chats icon will flash on the left menu
     
   • A temporary alert window will pop up from the system tray
     
2. Click the Chats folder on the left pane or click the temporary alert window.

   Result: The Chats grid is displayed.

3. Answer the chat in one of the following ways:
   • Select a row (an incoming chat) on the Chat grid and click the Answer icon on the Chat tab.
     
   • At the top of the Chat grid, click Answer Next .
     
   • Click the temporary alert, then click Answer in the window that appears.
   • Right-click a row (an incoming chat) on the Chat grid and select Answer.

   With any of these options you can also choose to send a canned message immediately upon answer.
   

4. Option. Auto Answers is a self-service support feature that allows visitors to submit queries using natural language and instantly find contextual answers without any operator involvement.

   When the feature is enabled, you can track the visitor's Auto Answer browsing history as well as their feedback in the Message History panel once you are engaged in live chat.

   Result:
   

   Tip: New to Auto Answers? Click here to learn more or contact your administrator for further details.
5. Option. Once you answered, either party can initiate a video chat if the feature is enabled.

   You can keep exchanging messages while on the call or after closing the video.

   Important: Video is only supported in the Web Client running on any of the last 20 versions of Google Chrome.
   1. To accept a video chat request, click Accept to join.

      

      Result: The Video Chat window is displayed.

   2. To initiate video chat with the visitor, click Start Video in the button bar above the Message History panel.
      

      Wait for the visitor to accept your request.

   3. Select the video and audio device you want to use.
      Note: First time users: Click Allow for both device to allow Google Chrome to access your camera and microphone.
      

      Video chat experience may differ depending on the chat window settings.

      • Visitors may not be able to stream video. In this scenario, audio is two-way, but video is one-way.
      • Video is never recorded.
      • Your conversation may be automatically transcribed in real time. Transcribed messages are excluded from the chat transcript and are accessible only to you in the Message History panel, marked with STT.
        Note: The accuracy of speech recognition is influenced by the visitor's acoustic environment, microphone quality, connection bandwidth, clarity of speech and pronunciation. In adverse conditions, transcription quality may degrade and affect the operator's chat experience.

      Result: Having problems? Check the following.

      Symptom	Action
      Video chat is not available.	Are you using the web client in a compatible browser? Video is only supported in Chrome version 31 or newer. If you are using the BoldChat Operator Client, go to https://web.boldchat.com/.
      Webcam and/or audio access is blocked in the browser.	Click the camera icon in the address bar to bring up the device permissions dialog. Ensure that either the Always allow... or Continue allowing... option is selected. Click Done. You will not be asked again once you have given permission to access your devices. If the issue persists, check that access to devices is not being blocked globally. Go to Settings > Show advanced settings.... Under Privacy, click Content settings.... Ensure that Ask when a site requires access... is selected under both Microphone and Camera. Click Manage exceptions... to ensure that BoldChat hosts are not being blocked. Click Done. Note: You may need to reload the page for the permission settings to take effect.
      Video is stuttering or breaking up.	Video chat is bandwidth-intensive. Check your network connectivity and quit any application that may produce high network traffic.
      Video is blank or there is no audio.	Clear your browser's cookies. Are your drivers up-to-date? Install the latest drivers for your devices. Are other applications using your webcam? Multiple capture may not be supported by your system. Ensure that the webcam light is off before starting the chat and quit all potentially interfering applications. Are both audio and video streams enabled? Check the media controls.
      Video chat starts in a popup window.	Your site is served over an unsecured (HTTP) connection. See Configuring the chat window for how to fix the problem.

1. Click the arrow beside the Answer or Reply buttons.

   

2. Select the appropriate canned message.

Tip: You can also use the scroll icon to insert canned messages.

Example: Create your own canned message
 

To create your own personalized canned messages, go to Setup > My Canned Messages setup.

You must have the following permission from your administrator: Can Use Personal Canned Messages.

Related Articles

• How to search canned messages
• How to create and edit a custom canned message

Switch easily between the built-in Available and Away as well as custom statuses that indicate commonly recurring operator activities, such as being on the phone.

You can interact with other Operators during or after chats using the Discussion tab.

While viewing the chat folder, you can search for a chat based on keywords found in chat messages, custom data fields, survey comments, and unavailable email content associated with chats.

1. In the upper-right corner, above the list of Chat threads, click the Search icon (binoculars).

   Result: The Search Chats window is shown.

2. Enter the Keyword to search for and any extra criteria.
3. Click Go.

   Result: A list of matching results is displayed on the left.

4. Select a result on the left for the full details to be displayed on the right.

   Result: The displayed chat can now be answered or managed as usual.

You may join another operator?s chat to review the ongoing session or to offer extra support.

1. Highlight the chat you want to join by clicking the box at the left of the chat in the chat list.
2. Click Join.

   Result: A dialogue box is displayed at the bottom of the Operator window.

3. Join the chat.
   Important: When either Operator clicks End, the chat ends for all. An operator should only end the chat if confident the session is definitely over.

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.

1. On the left pane of the desktop Operator Client, open the Visitors folder.

   Result: The left pane is updated with Visitor folders. The upper-right area displays a list of visitors for the selected visitor folder.

2. In the upper-right area, select an item from the list of visitors.

   Result: The lower-right area will update to show the details of the visitor.