Getting Started Articles

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 start remote access from a standard chat

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.

How to turn on/off notifications for incoming chats, emails in the Agent Workspace

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.

How to discuss a customer's email with another Operator in the Agent Workspace

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.

Discussions are private and are only visible to the Operator who participate in the discussion. The customer does not see these messages.

Note: You must have the Actions > Emails > Discussions permission enabled to use this feature.
  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.

When the invited Operator accepts the invitation, the Discussion panel opens. Both you and the invited Operator will see the original email and the discussion side by side.

How to discuss a customer's issue with another Operator in the Agent 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.

Discussions are private and are only visible to the Operators who participate in the discussion. The customer does not see these messages.

Note:
  • You must have the Actions > Chats > Discussions permission enabled to use this feature.
  • You cannot run Digital DX reports on discussions.
  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.

When the invited Operator accepts the invitation, the Discussion panel opens. Both you and the invited Operator will see the original chat and the discussion side by side.

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.
After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

If the discussion was initially assigned to a department, rather than directly to an Operator, then when the Operator transfers the chat, the following occurs:

  • The chat inherits the discussion's department
  • The chat is assigned to the discussion partner

What are best practices for discussing customer issues?

We recommend agents leverage the discussion feature. Agents can select a department as well as a specific agent to start a chat discussion. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. This allows for discussions to take place in the same window as customer chats so that agents never miss anything. It is also possible for multiple agents to participate in a discussion.

Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

Email Category, Status and Custom Field setup

To help you organize emails, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up email Category values

Create values that are presented to operators as options under Category on an email form.

Fastpath: To create email Category values, go to Setup > Account Setup > Emails > Email Categories.

Setting up email Status values

Create values that are presented to operators as options under Status on an email form.

Fastpath: To create email Custom Status values, go to Setup > Account Setup > Emails > Email Statuses.

Setting up email Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an email form.

Fastpath: To create email Custom Field values, go to Setup > Account Setup > Emails > Email Custom Fields 1 or 2.

How to view incoming emails

Note: An Enterprise subscription is required.
  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.

How to configure BoldChat to receive emails

Configure BoldChat to receive, track, and manage emails.

Note: An Enterprise subscription is required.
  1. Create a new email account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Emails > Email Accounts > New. The New Email Account window is displayed.
  2. Enter basic account settings on the Email Account tab:
    • Enter a Name for the account for internal reference
    • Enter the Email Address to use when sending email.
    • Enter a Friendly Email Name to be used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    • Enter the User Name of the POP3 server. For example, in the email address support@acme.com, the user name is support.
    • Enter the Password associated with the user name for the POP3 server.
    • Enter the host name or IP address 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 will be retrieved from this POP3 server. You are not required to specify a SMTP server address. The desktop Operator Client is designed to use BoldChat's SMTP servers to send outbound emails.
    • Choose your server Type: POP3 or IMAP.
    • Select Active to activate the email account.
    • Select Leave Copy of Message to store copies of emails on your POP3 or mail server to facilitate download to Outlook or any other mail client.
    • To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. The default port is 995. Please check with your service provider as required.
  3. Enter additional settings on the Other Settings tab:
    • Select Maintain email thread ownership on new mails to preserve the Owner (Operator) field of each email thread.
    • Select Show emails as plain text to show incoming email as plain text rather HTML.
    • Select Append Email Thread ID to append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers/visitors.
    • Set the Encoding for outgoing and incoming messages.
    • Use the Auto-bcc field to specify an email address that is included in the BCC field of all outbound emails from the Operator Client.
    • Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which operators can be assigned emails by the automatic distribution system.
    • Assign Canned Message Folders. See Canned Messages.
  4. On the Auto-Responder tab, you can setup auto-response rules to answer incoming emails.
  5. On the SMTP Setup tab you can setup an SMTP server to use for your outgoing email.
  6. On the Email Footer tab you can compose, design, and enable a footer that is appended to all emails sent from this email account.
  7. Save your changes.

Set up automatic email replies

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.

Optional: Add an Email Channel

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.

Need more info? There's an article about email setup in our Help Center.

How to monitor the emails of your organization in the Agent Workspace

You can view emails that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue
Emails in queue waiting to be assigned to an Operator.
Assigned to Agent
Emails which have already been assigned to an Operator.
Closed
Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted
The date and time when the first Operator accepted the email thread.
Agent
The name of the Operator who the email thread is currently assigned to.
Answered
Time and date when the email was first answered.
Answered by
The name of the Operator who first answered the email.
Applied rule name
The name of the routing rule that distributes emails based on settings such as Department.
Closed
The time and date when the email thread was closed.
Closed by
The name of the Operator who closed the email thread.
Created
Time and date when the customer sent the first email in the thread.
Department
The department the email thread is currently assigned to.
Destination email address
The email address where the customer originally sent the email.
Email account
The email account of the Operator as defined in the Admin Center.
Email count
The combined number of emails that the customer and the Operator have sent in the thread.
Email thread ID
The identifier of the email thread.
Email thread type
The email protocol used to receive emails.
First incoming arrived
Time and date when the first email in the thread arrived at Digital DX.
Folder
The email folder in Digital DX where the email is saved.
Last assigned answered
The time and date when the last assigned Operator answered the email.
Last assigned by
Either Automatic Distribution or the Digital DX user who last assigned the email to an Operator.
Last email type
The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived
Time and date when the last email in the thread arrived at Digital DX.
Opened
The time and date when the Operator opened the first email in the thread.
Queue Time
The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to Operators.
Subject
The subject of the customer's email.
Total reassign
The number of times the email thread was assigned to an Operator.
Updated
The time and date when the email thread was last changed.
User email address
The email address of the customer.
User email name
The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email
Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads
You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads
You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails
You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails
You can transfer emails between Operators in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat in the Agent Workspace.
Sort emails by column
Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see email threads marked in red.

    Note: You can define conditions only for columns that display time.
  4. Click OK to save your changes.

    Result:

How to monitor the emails of your organization

You can view emails that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue
Emails in queue waiting to be assigned to an agent.
Assigned to Agent
Emails which have already been assigned to an agent.
Closed
Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted
The date and time when the first agent accepted the email thread.
Agent
The name of the agent who the email thread is currently assigned to.
Answered
Time and date when the email was first answered.
Answered by
The name of the agent who first answered the email.
Applied rule name
The name of the routing rule that distributes emails based on settings such as Department.
Closed
The time and date when the email thread was closed.
Closed by
The name of the agent who closed the email thread.
Created
Time and date when the customer sent the first email in the thread.
Department
The department the email thread is currently assigned to.
Destination email address
The email address where the customer originally sent the email.
Email account
The email account of the agent as defined in the Admin Center.
Email count
The combined number of emails that the customer and the agent have sent in the thread.
Email thread ID
The identifier of the email thread.
Email thread type
The email protocol used to receive emails.
First incoming arrived
Time and date when the first email in the thread arrived at Digital DX.
Folder
The email folder in Digital DX where the email is saved.
Last assigned answered
The time and date when the last assigned agent answered the email.
Last assigned by
Either Automatic Distribution or the Digital DX user who last assigned the email to an agent.
Last email type
The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived
Time and date when the last email in the thread arrived at Digital DX.
Opened
The time and date when the agent opened the first email in the thread.
Queue Time
The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to agents.
Subject
The subject of the customer's email.
Total reassign
The number of times the email thread was assigned to an agent.
Updated
The time and date when the email thread was last changed.
User email address
The email address of the customer.
User email name
The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email
Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads
You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads
You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails
You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails
You can transfer emails between agents in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat.
Sort emails by column
Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see email threads marked in red.

    Note: You can define conditions only for columns that display time.
  4. Click OK to save your changes.

    Result:

How to configure BoldChat to manage SMS (text messages)

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

Note: An Enterprise subscription is required.
Note: Additional per message fees apply, check our website for block message rates.

As with chat functionality, the SMS service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming chat requests.

  1. Create a new SMS account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Messaging > SMS Accounts > New. The New SMS Account window is displayed.
  2. Name the account.
  3. Under Phone Number Acquisition, choose your Country and Area Code and then select Find Phone Number.

    Result: Once a number is provisioned for your account, the number is displayed to the right of the Phone Number label. This number is used to provide visitors the ability to initiate an SMS session from their mobile device.

  4. To associate incoming SMS with a department, choose a Department.
  5. Set an Auto-End Interval to end sessions automatically when a visitor's response is not received within the defined period.
  6. Under Enable Business Hours you can set hours of availability specific to SMS functionality.
  7. Configure the auto-responder.

    To configure the SMS auto-responder you must create rules by which incoming SMS requests are evaluated. When all criteria in the rule are matched, a response is triggered.

    1. Select the Auto-Responder tab and then the New menu item. The New Rule window is displayed.
    2. Name the rule and define criteria.
    3. Select the response to send when criteria are matched and the rule is triggered.
  8. Configure Post-SMS Settings.
  9. Save your changes.

How to view incoming SMS messages

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

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

  2. From the list of SMS 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 SMS tab.

How to search for an SMS message

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

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

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

    Result: The Search SMS window is shown.

  3. Enter the keyword to search for and any extra criteria.
  4. Click Go.

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

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

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

How to monitor the chats of your organization

You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Users who have Bold360 AI platform accounts also see conversations with the bot.

To list chats, click the arrow in the-top left corner of the workspace above your list of sessions.

Important: You must have Actions > Chats > Grid View: Active Chats permission to see chats in Monitor View.

Chats are grouped on the following tabs:

Bot
Chats where the customer is currently assisted by the chatbot.
Note: This tab is only available for Bold360 ai platform subscribers.
Queue
Chats in queue waiting to be assigned to an agent.
Assigned to Agent
Chats which have already been assigned to a live agent.
Closed
Closed chats of your organization.

View chat details

You can select the level of chat details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the chat list. Sorting does not apply to the column order in the chat list.

You can also filter chats by department and chat folder. To do so, click the department selector or the chat folder drop-down list respectively.

Depending on what chats you view, the following chat details are displayed:

Agent
Name of the assigned agent.
Agent messages
Number of messages the agent has sent.
Answered
Time and date when the chat was first answered.
Chat Launch URL
The URL of the chat from where the customer started the chat session.
Chat state
Current status of the chat.
City
The city where the customer started the conversation.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the chat button.
Custom pre-chat fields
Custom chat fields defined on the pre-chat window.
Customer Email
Email address of the customer.
Customer ID
Identifier of the customer.
Customer info
Additional custom information about the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Customer reference
The referring website that the customer previously viewed.
Department
The Bold360 department of the agent.
Ended
Time when the chat ended.
Experiments
The experiments in which the customer participates.
ID
Chat identifier.
Initial question
The first question that the customer asked.
IP
The IP address of the customer.
Language
The language of the chat, which is English (en-US) by default.
Last message person type
Shows whether the last message came from the customer or the agent.
Last name
Customer's last name.
Net Promoter Score
Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the chat was started.
Updated
The last time the chat was updated.
Urgency
Urgency of the chat.
Website
The website as defined in the Bold360 Admin Center.
Window closed
Time when the customer closed the chat window.

Manage your chats

You can do the following when you monitor your chats:

Get live preview of a chat
Select a chat in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on Customer History panel the right of the chat list and is refreshed when either party sends a new message.
Search for chats
You can search for chats based on any chat details that you see in the columns. When you type into the Search field above the list of chats, it dynamically filters and lists those chats that contain your search term in any visible columns.
Transfer chats
You can transfer chats from the bot to an agent or between agents in your organization on the Bot, Queued , and Assigned to Agent tabs. See How to transfer a chat.
Sort chats by column
Click the column name to sort chats by that order.
Filter closed chats
You can list chats that were closed on selected dates. On the Closed tab at the top of the page, click the date selector drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed chats. You can also select a custom date-range from the calendar. Click Refresh to list closed chats for the selected period.
Filter your own chats
You can list your own chats on the Assigned to Agent and Closed tabs by clicking My items above the list of chats.
Important: You must have the Actions > Chats > Grid View: Active Chats permission enabled to use this feature.

Receive notifications on new messages
A red spot in the top-right corner of the page tells you that you have received a new chat message or a new work item.

Display customer information
When you select a chat, customer information is displayed on the right of Monitor View. For information on chat details, see Where to find customer information.

Set up warnings for your chat

You can set up warnings to display that there are issues with some of your chats. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the chat was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see chat sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.

Monitor bot chats

On the Bot tab, you can monitor the conversation between customers and the bot and you can transfer the bot chat to a live agent as needed. The agent will see the complete chat history in the Agent Workspace.

To do so, transfer your selected chat(s) to a live agent as described in How to transfer a chat.

Note: You can select an agent, a department, or let automatic distribution assign the chat to an available agent.

How to monitor the messages of your organization in the Agent Workspace

You can view messages that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Messaging > Grid View: Active Messages permission to see messages in Monitor View.

Messages are grouped on the following tabs:

Queue
Messages in queue waiting to be assigned to an Operator.
Assigned to Agent
Messages which have already been assigned to a live Operator.
Closed
Closed messages of your organization.

View message details

You can select the level of message details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the message list. Sorting does not apply to the column order in the message list.

You can also filter messages by department and message folder. To do so, click the department selector or the message folder drop-down list respectively.

Depending on what messages you view, the following message details are displayed:

Agent messages
Number of messages the Operator has sent.
Answered
Time and date when the message was first answered.
Channel name
Name of your additional messaging channel that has been set up for you.
City
The city where the customer started the conversation.
Closed
Time when the message was closed and was listed on the Closed tab.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the message button.
Customer Email
Email address of the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Department
The Digital DX department of the Operator.
Folder
The messaging folder in Digital DX where the message is saved.
Language
The language of the message, which is English (en-US) by default.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator.
Last message sent
Date and time when the customer's most recent message was received.
Message type
The type of message the customer sent. The following types are supported:
  • Facebook (available for Agent Workspace users only)
  • SMS
  • Message, which represents a conversation on your additional messaging channels
Messaging ID
The unique identifier of the message thread.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the message was started.
Urgency
Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

Get the preview of a message
Select a message in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the Customer History panel on the right of the message list.
Search for message threads
You can search for message threads based on any details that you see in the columns. When you type into the Search field above the list of messages, it dynamically filters and lists those messages that contain your search term in any visible columns. For example, you can search for messages an Operator received from a specific phone number.
Filter closed message threads
You can list message threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed message threads. You can also select a custom date-range from the calendar. Click Refresh to list closed message threads for the selected period. Only those message threads are listed where the Closed date is within the defined period of time.
Filter your own messages
You can list your own messages on the Assigned to Agent and Closed tabs by clicking My items above the list of messages.
Transfer messages
You can transfer messages between Operators in your organization on the Queued and Assigned to Agent tabs. Transferring messages is similar to transferring chats. For more information, see How to transfer a chat in the Agent Workspace.
Sort messages by column
Click the column name to sort messages by that order.

Set up warnings for your messages

You can set up warnings to display that there are issues with some of your messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the message was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see message sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.

How to accept a text message (SMS) in the Agent 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 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.

How to accept a text message (SMS)

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.

Optional: Add a Text Messaging Channel

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.

How to transfer a message in the Agent Workspace

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).

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the message will be assigned back to you if there are no other available Operators.

Transfer messages while monitoring sessions

You can transfer messages to an Operator in your organization while monitoring conversations.

  1. To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
  2. Select a message on the Queued, or Assigned to Agent tab.

    Result: You can select multiple messages to transfer.

  3. Click Assign to... and select an Operator or a department where you want to transfer the message.

    Result: Optionally, select Transfer automatically to use automatic distribution for messaging and let Bold360 choose an available Operator.

  4. Click Transfer.
    Note: When you transfer a message to an Operator, make sure their workload allows them to take an additional message. The number next to an Operator's name represents their current tasks, excluding emails.
You can also transfer the message to yourself by clicking Assign to me.

How to monitor the messages of your organization

You can view messages that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Messaging > Grid View: Active Messages permission to see messages in Monitor View.

Messages are grouped on the following tabs:

Queue
Messages in queue waiting to be assigned to an agent.
Assigned to Agent
Messages which have already been assigned to a live agent.
Closed
Closed messages of your organization.

View message details

You can select the level of message details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the message list. Sorting does not apply to the column order in the message list.

You can also filter messages by department and message folder. To do so, click the department selector or the message folder drop-down list respectively.

Depending on what messages you view, the following message details are displayed:

Agent messages
Number of messages the agent has sent.
Answered
Time and date when the message was first answered.
Channel name
Name of your additional messaging channel that has been set up for you.
City
The city where the customer started the conversation.
Closed
Time when the message was closed and was listed on the Closed tab.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the message button.
Customer Email
Email address of the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Department
The department of the agent.
Folder
The messaging folder where the message is saved.
Language
The language of the message, which is English (en-US) by default.
Last message person type
The person who sent the most recent message, which is either the customer or the agent.
Last message sent
Date and time when the customer's most recent message was received.
Message type
The type of message the customer sent. The following types are supported:
  • Facebook
  • SMS
  • Message, which represents a conversation on your additional messaging channels
Messaging ID
The unique identifier of the message thread.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the message was started.
Urgency
Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

Get the preview of a message
Select a message in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the Customer History panel on the right of the message list.
Search for message threads
You can search for message threads based on any details that you see in the columns. When you type into the Search field above the list of messages, it dynamically filters and lists those messages that contain your search term in any visible columns. For example, you can search for messages an agent received from a specific phone number.
Filter closed message threads
You can list message threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed message threads. You can also select a custom date-range from the calendar. Click Refresh to list closed message threads for the selected period. Only those message threads are listed where the Closed date is within the defined period of time.
Filter your own messages
You can list your own messages on the Assigned to Agent and Closed tabs by clicking My items above the list of messages.
Transfer messages
You can transfer messages between agents in your organization on the Queued and Assigned to Agent tabs. Transferring messages is similar to transferring chats. For more information, see How to transfer a chat.
Sort messages by column
Click the column name to sort messages by that order.

Set up warnings for your messages

You can set up warnings to display that there are issues with some of your messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the message was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see message sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.

Additional Configuration - Canned Messages

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.

How to set up canned messages

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

For each technology, canned messages are stored and managed in their respective area.

  • Chat: Setup > Account Setup > Chats > Chat Canned Messages.
  • Email: Setup > Account Setup > Emails > Email Canned Messages.
  • SMS and Facebook Messenger: Setup > Account Setup > Messaging > Canned Messages.
  • Twitter: Setup > Account Setup > Twitter > Tweet Canned Messages.

Operators with proper permission can create and manage canned messages at Setup > My Canned Messages Setup.

How to transfer a message

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).

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the message will be assigned back to you if there are no other available agents.

Transfer messages while monitoring sessions

You can transfer messages to an agent in your organization while monitoring conversations.

  1. To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
  2. Select a message on the Bot, Queued, or Assigned to Agent tab.

    Result: You can select multiple messages to transfer.

    Note: To transfer messages from the bot, you must have the Actions > Messaging > Assign Other permission enabled in the Admin Center.
  3. Click Assign to... and select an agent or a department where you want to transfer the message.

    Result: Optionally, select Transfer automatically to use automatic distribution for messaging and let Bold360 choose an available agent.

  4. Click Transfer.
    Note: When you transfer a message to an agent, make sure their workload allows them to take an additional message. The number next to an agent's name represents their current tasks, excluding emails.
You can also transfer the message to yourself by clicking Assign to me.

What's the difference between canned messages and the Smart Advisor?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

Digital DX AI: A leader in customer experience and service solutions

The Digital DX AI solution is based on a patented self-learning Knowledge Base, and offers a more effective online customer experience. By generating more engagement for and with websites, and providing a permanently visible customer service widget, Digital DX AI enables constant interaction and access to all possible information about your product, and ensures that customers queries and questions are automatically answered. All this is available in a variety of languages, all across your website and mobile applications, and also enables easy communication for customers with your support center, via chat or email.

Should a query not be satisfactorily resolved following the initial interaction, an in-built escalation system immediately offers customers a further level of customer service, with the query becoming a ticket which will be personally handled by a customer support representative.

Features and benefits include:

  • Multi-channel support for your customers, 24*7
  • Automatic language translation, on-the-fly, supporting more than 34 languages
  • Intrinsic integration with live chat services
  • Self-learning knowledge base and intuitive ticketing system.

The Digital DX AI solution improves customer engagement on websites, resulting in a significant increase in positive customer experience and satisfaction rates, and online conversion, plus a significant reduction in customer support cost. Digital DX AI allows your customers to stay focused by having all the information readily available, reducing site abandonment.

Step 1: Assigning Users and Roles

There are several roles that together contribute to the daily running and maintenance of your workflow.
The Account Manager
The Account Manager is responsible for monitoring the day-to-day running of the Digital DX AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Digital DX AI interface. Account Managers have full access to the AI Console, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role
The Agent
The Agent can answer tickets by writing new responses or using existing responses, and can suggest ticket answers to be added to the online Knowledge Base. However, the Agent cannot publish new answers to the Knowledge Base, answer "Unanswered Questions", add new answers to the Knowledge Base or view analytics, updates and settings.
The Knowledge Base Manager
The Knowledge Base Manager holds an extremely important role in the AI Console, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the AI system and effective customer service. The Knowledge Base Manager performs their tasks in the Knowledge Base, Search Optimizer and the Publish Answers sections. These tasks include searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, as well as writing new answers, editing existing answers, merging existing answers, adding phrasings to the database and adding synonyms.
The Account Watcher
The Account Watcher observes and monitors the analytics of your site, and uses the data collected for your company's benefit, however the company requires it.

Users in Account Watcher role who also have write permission can create draft articles but cannot publish those, which essentially makes them content managers. Due to this change, existing users in Account Watcher role will not be able to publish articles.

Step 2: Create an Initial Knowledge Base

You can create an instant Knowledge Base from an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Knowledge Base.

  1. Go to Knowledge > Import FAQ.

    Result: The Import FAQ tab is displayed.

  2. In the Enter your FAQ URL field, enter the online address (URL) of the FAQ that you wish to import.
  3. In the Context section, specify the page type.

    This can be an internal knowledge base page, for your support staff to use, or a public FAQ page.

  4. In the Product ID field, enter the name of the product for this Knowledge Base.

    You may have more than one product, each of which requires its own Knowledge Base.

Step 3: Establishing your ticket escalation system

You can either use the existing Digital DX AI ticketing system for escalation of customer service calls or if you already have an existing ticketing / CRM, you can easily forward your Bold360 AI tickets,

  1. Go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, scroll down to 3rd Party Integration.
  3. Define the support address in Forward all tickets to, where you want to send all tickets.
  4. Click Save Changes.

Step 4: Add the Floating Widget to each page of your website

The Floating widget is an interactive window which allows your customers to ask customer service questions and get instant answers, wherever they are on your website.

The widget is displayed constantly on your site, regardless of which page users browse to, enabling customers to engage at any time. The widget is positioned at the bottom left or right corner and shows answers that correspond to the question and how it is worded, immediately as a customer begins to type a question. The answers come from your Knowledge Base, and help to guide the customers through the sales funnel, or other processes, according to the nature of the question asked.

Note: If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the drop-down list.

The Floating Widget is enabled by default, and can be completely customized, to reflect your brand colors and messaging.

How to enable /disable the floating widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Click Personalize under Floating Widget.
  3. Select the Knowledge Base, URL, or domain that you want to change.
  4. On the Advanced tab, select or deselect the Widget Enabled checkbox, as required.
    Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 5: Adding the Embedded Widget

The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.

How to enable the Embedded widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Choose Embedded Widget and click Get the code.
  3. From the Knowledge Base drop down list shown in the displayed window, specify for which Knowledge Base, URL or domain you are enabling the Embedded widget.
    Note: If you have more than one knowledge base, you will need to set up the widget for each knowledge base separately.
  4. Select the widget size, and click Done.
    Note: The default size displayed is the recommended size. If you are using IE6 or IE7, select the Support IE6 and IE7 checkbox, download the cdc.html file using the Download cdc.html link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box.
  5. Click Personalize, and specify again for which Knowledge Base, URL or domain you are making this change.

    Result: The Settings page for your Widget is displayed.

  6. The Settings page is comprised of several tabs, within each of which you can configure your Widget and personalize the look and feel. Below is a table detailing what you can do in each tab.
    Tab Description
    Basic The main fields in which you can alter or modify the look and feel of your widget.
    Texts and Colors Various fields in which you can change the widget's color and texts, for example, the automatic question, the title and chat and email button texts.
    Chat Various fields which allow you to completely customize all your chat settings.
    Advanced Enables you specify more advanced settings, such as adding a customized footer to all answers, using HTML coding and specifying an action to take place if an answer is escalated.
    FAQ You can specify the nature of the FAQs and how they are selected and displayed. You also have to option to add a separate and customized FAQ list to your Knowledge Base.

    Any changes you make are shown in the display of how your widget will look, in the right-hand section of the page. You always need to save your changes for them to take effect, but they will usually do so instantaneously.

  7. Click the Save changes button that is displayed, and then click OK.
The change is immediately shown in the widget on your website.
Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 6: Activate the translation capabilities

Digital DX offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

To activate the translation capabilities, please contact your Customer Success Manager.

Features and Benefits

  • Language is detected automatically.
  • Answer content and widget interface are automatically translated.
  • Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
  • Allows you to answer foreign language tickets in your natural language.
  • Offers comprehensive translation analytics.

Dedicated language Knowledge Bases

Digital DX allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

Step 7: Adding the Chat Feature

Digital DX can be integrated with any 3rd party chat provider. Your customers can open a chat from all Digital DX widgets - Engagement Widget, Support Page Widget, Dynamic FAQ, Widget, etc. Customers can simply click on the Chat button to open a chat session, transforming the widget into a proper Chat Interface

What are the best practices for ending a conversation with the bot?

Learn how to best set up the end of the conversation with the bot to make the most of the bot experience.

We recommend you provide a way to reengage the bot when your interaction is over, for example, as a response to Goodbye set Happy to help! Say 'hi' again if you need anything.. This way you make it easy for the user to reengage the bot when they come back.

What are the best practices for the bot's introduction message?

Learn how to best set up an introduction message for the bot to make the most of the bot experience.

When the widget is presented, display an introduction that follows these guidelines to set proper expectations:

  • Let customers know they are chatting with a bot or virtual assistant and not a live person. We recommend you include terms like bot or virtual assistant in the introduction message. Be consistent in how you refer to the chatbot.

  • Give a few examples or some explanation on what the bot can and can't answer, for example, I understand short and simple questions best.
  • Tell customers what happens if the bot can't help, for example, they can start a live chat or call customer service, depending on what channeling you have set up.

Making clear that the customer is engaging with a bot and not a human being sets the customer?s expectations and prevents disappointment and frustration. It also encourages the customer to phrase their questions appropriately.

Tip: We recommend adding the introduction message as an FAQ title in the widget configuration, rather than specifying an auto question. An auto question may count as an interaction and therefore engagement and as such could end up in reporting.

What is a conversational bot and why do I need it?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

  • Continuous conversation
  • Conversational prompts
  • Dynamic content and personalization
  • Buttons and selection options
  • Image Galleries
Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.

Example

Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.

Example

What are the best practices for managing a knowledge base?

Follow these best practices and guidelines to build a knowledge base that knowledge base managers can work with efficiently and where customers can find answers to their questions with ease.

Bold360 AI offers various options you can use to optimize your content:

  • Links to connect related articles to each other for easier findability
  • Labels to organize content in your knowledge base and group articles in the support center
  • Phrasings to make sure readers find relevant content when they use wordings other than the intent
  • Synonyms to cover similar words thus minimize the number of phrasings
  • Context to keep internal and external content separate, offer different escalation channel options based on customer type and so on
  • Article variations to create alternative answers to the same question for different audiences
  • User groups and permissions to provide access to a specific knowledge base or a subset of one
  • Content management workflow to ensure the quality of the content
  • Search Optimizer to help knowledge base managers follow up on customer voices and improve content and phrasings

What are the best practices for labels?

You can increase productivity using labels because you can save time looking for content. Organizing the content helps to keep the content grouped together per owner which in turn also creates easy accountability when filtering the reporting data by label.

When creating and applying labels to articles, keep in mind the following:

  • It?s best to use labels based on how you group content and assign content-related tasks internally.
  • It?s good practice to use a label for conversational articles and articles that include videos to easily find them.
  • To have control over what articles are presented in the FAQ, use a specific label for FAQ articles.
  • To create channeling policies and reports for certain articles, use the same label for them.

What are the best practices for phrasings?

When creating phrasings, remember the following:

  • Search works best with phrasings that are
    • to the point
    • three to eight words long
    • simple sentences
    • formulated as a question
  • Use phrasings that are unique to a single article to ensure the accuracy of search results.
  • Increase variety in the wording of phrasings? as the search algorithm looks at the combinations of the different terms used across all phrases in the article.?
  • Use negative phrasings when you have articles with almost identical titles and substantially different content.
  • Use synonyms instead of phrasings to cover words that are close in meaning.
  • Add up to 10 phrasings for an article.
  • Use the full term in the title and add acronyms as phrasings.
  • Use entities to turn your data into smart chatbot conversations.
  • When leveraging voices to create new phrasings, clean up the voice, for example, remove typos, redundant words and shorten long sentences to improve the appearance of phrasings in autocomplete.?

What are the best practices for synonyms?

Keeping a large list of synonyms helps improve the Bold360 AI Natural Language Processing (NLP) algorithm.?

When creating synonyms, remember the following:

  • Use narrow synonyms. If a synonym is too broad, it negatively impacts search results and it is difficult to identify the root cause.?
  • There?s no need to capture typos as the NLP algorithm automatically corrects them.
  • Create synonym groups for common abbreviations of a word.
  • Add synonyms that are specific to your business.
  • Use synonyms for acronyms and word combinations of two or more words.

How to use the knowledge base launchpad

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.
The articles you launched are available in your knowledge base under Knowledge > Articles.

How to change the language of the Agent Workspace

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.

Digital DX supports the following languages:

  • English
  • German
  • Spanish
  • French
  • French (Canada)
  • Italian
  • Hungarian
  • Dutch
  • Portuguese (Brazil)
  • Japanese
  • Korean

How to add operators

Add operators to your account.

Required permission: Permission Group > Setup > General > Operators
  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 > New.

    Result: The New Operator window is displayed.

  3. Fill in the following basic information about the operator:
    • User Name. The name the operator uses to log in to BoldChat. Visitors do not see this name.
    • Name. The operator's proper name. Visitors do not see this name.
    • Chat Name. The name seen by visitors.
      Tip: Visitors will see an operator's name as Operator unless you set a Chat Name.
    • Initials. Up to three characters. For Enterprise accounts, this is used in the Twitter service to uniquely identify tweets.
    • Email. This address is used to reset a forgotten password.
    • Password. Minimum of eight characters, containing only letters and numbers, and without repeating the same character three times in a row.
    • Chat greeting. The default greeting sent when the operator clicks the Answer button but no other message is chosen.
    • Assign the operator to a Permission Group.
    • Select and prioritize Languages that the operator speaks.
  4. On the Departments tab, assign the operator to departments.

    Premier and Enterprise subscribers can rank operators within each department.

    Important: Operators can be in multiple departments!
  5. Edit optional settings on the available tabs.
  6. Save your changes.

How to force an operator to change their password

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.

How to start a co-browse session in the Agent Workspace

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.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Operator:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
    • Mac ? Safari (Operator unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  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.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to accept a chat in the Agent Workspace

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.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.
Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.
Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
To enable file transfer, see Enable file transfer in the chat window.
Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an Operator removes the flag.

Note: You can also flag chats in Monitor View.
Increase text size of your chat panel
For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations in the Agent Workspace.
Block a customer from chatting with Operators
Click the hand icon to block a customer from chatting with Operators of your organization. An admin can later unblock the customer. See How to block customers during chat in the Agent Workspace.

End the chat
Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
  • Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
  • Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
  • No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end chat.

What are best practices for agents?

  • Use standard greeting
  • Use Quick accept when on multiple chats
  • Reply quickly even if it to say you need more time
  • Use Canned Messages for standard responses
  • Use a simple pre-chat form and do not make too many fields mandatory
  • Ask for feedback (CSAT survey)
  • Use meaningful wrap-up (disposition codes)
  • Increase text size for accessibility purposes as applicable
  • Leverage suggestions for agent feedback on chatbot content
  • Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.

    Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

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.

Where to find customer information in the Agent Workspace

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

  • Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
  • In Monitor View, select a chat and click Show info at the top of the information panel on the right


    Figure 1. Operator's experience in Monitor View
  • In the Agent Workspace, click Show info next to the customer's name in compact view


    Figure 2. Operator's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, Operators can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name
The name of the customer as entered on the pre-chat form.
Email
The email address of the customer.
Phone number
The phone number of the customer as entered on the pre-chat form.
Customer Info
Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref
Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID
The Bold360-assigned unique identifier of the customer.

Location

City / region
The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country
The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question
The first question that the customer asked.
Custom fields
Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department
The Bold360 department of the chat, email, or message work item.
Folder
The folder that stores the conversation between the customer and the Operator over a specific communication channel.

Info

Chat ID
Bold360-assigned unique identifier for each chat.
Visit ID
Bold360-assigned unique identifier for each site visit.
IP Address
The IP address of the customer.
Reverse IP Address
The host name associated with the customer's IP address.
Website
The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.
Client type
Client type of the chat that the chat assignment belongs to.
Chat Launch URL
The URL of the website where the customer started the chat.
Current URL
The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.
Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason
Displays the reason the chat ended:
  • Unknown - There is no specific reason for ending the chat
  • Agent - Operator ended the chat
  • Customer - Customer manually ended the chat
  • Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
  • Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created
Time and date when the customer clicked the chat button. Available for chat and message channels.
Started
Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered
Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered
The time and date when the last assigned Operator answered the chat or email. Available for chat and message channels.
Updated
The last time the chat was updated. Available for chat and message channels.
Total response time
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent Operator reply. When there are multiple customer messages before the Operator's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed
Time when the customer closed the chat window. Available for the chat channel.
Closed
The time and date when the work item was closed. Available for chat and message channels.
Ended
Time when the chat ended. Available for the chat channel.
Flagged
Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language
Language of the Operator as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages
Number of messages the Operator has sent. Available for chat and message channels.
Customer messages
Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages
Number of customer-sent messages received since the last Operator message. Available for chat and message channels.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator. Available for chat and message channels.

Post-Chat form

Net Promoter Score
Displays the Net Promoter Score (NPS) of the Operator on a 1 to 10 scale as evaluated by the customer.
Responsiveness
Displays the level of responsiveness of the Operator on a 1 to 5 scale as evaluated by the customer.
Professionalism
Displays the level of professionalism of the Operator on a 1 to 5 scale as evaluated by the customer.
Knowledge
Displays the level of knowledge of the Operator on a 1 to 5 scale as evaluated by the customer.
Overall
Displays the level of overall satisfaction of the customer with the Operator on a 1 to 5 scale.
Comments
Comments of the Operator about the customer on the post-chat form.
Experiments
The experiments in which the customer participates.

Wrap-up

User category
The User category that the Operator selects in the post-chat form.
Status
Status of the customer as selected by Operator in the post-chat form.
Custom field 1
The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2
The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Building a successful Acquire campaign in Bold360 or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name
Name of the outreach activity (campaign) that started the chat.
Action
Name of the action in the outreach activity that was triggered.
Criteria
Displays the outreach activity's rules.

How to set text size for conversations in the Agent Workspace

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.
The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

Agent Workspace for Operators

Get started using the Agent Workspace, your one-stop-shop for chat, email, message management, remote access, and co-browse.

Note:
  • The Agent Workspace refers to co-browse as ActiveAssist.

Setting up & logging in to the Agent Workspace

To use the Agent Workspace, log in at https://agent.bold360.com.

Remember: If you log in using a BoldChat account, contact your account manager or sales representative for assistance accessing thee Agent Workspace.
Important: The Agent Workspace is intended for use with Automatic Distribution. Unassigned items are not shown in the Agent Workspace.

Quick Reference Card

Download and print this card to get started with the Agent Workspace: https://help.bold360.com/help/Bold360QuickReference.pdf

How to access your Digital DX Agent Workspace

Operators have the following options to access their workspace:

  • Download the desktop Desktop Client installer here: https://www.bold360.com/download (Windows users only)
  • The web client (no download required) can be accessed at https://web.boldchat.com/
    Note: The web client is meant to be an alternative to the desktop Desktop Client, not a full replacement. The web client provides core functionality, including the tools you need to manage chats, visits, canned messages, alerts, and operators. However, some functionality such as administrative tasks, setup, reporting, and customization must be configured or accessed from the desktop application. For more information, see How to use the Web Client.
  • The Agent Workspace (no download required) can be accessed at https://agent.bold360.com
    Note: For BoldChat customers, the Agent Workspace does have limited capabilities. The Agent Workspace can be used to access chats, emails, and SMS. Administrators and supervisors should use the Desktop Client. For more information on the Agent Workspace, see How to use Agent Workspace as an Operator?

How to use Agent Workspace as an Administrator

As a manager or administrator, you should be aware of the following information when working with the Agent Workspace.

Requirements

The Agent Workspace is intended for use when Automatic Chat Distribution and/or Automatic Email Distribution has been enabled.

Unassigned items are not shown on the Agent Workspace. Operators cannot "pull" incoming chats or emails; they can only work on items that have been automatically assigned to them.

Customize the Visitor Information Section

As an administrator, you can customize the information shown to operators in the visitor information section of the Agent Workspace.

Using the desktop version of the Operator Client, go to Setup > Agent Workspace.

Single Sign-on

To access Agent Workspace by SSO, follow instructions here: How to set up SAML 2.0 Single Sign-On via an Identity Provider.

Other Notes for Managers & Administrators

Setup and customization of BoldChat
The Agent Workspace itself does not provide administrative or setup features. BoldChat setup should be performed using the desktop Operator Client.
How is Visitor History generated?
On the Visitor History panel, operators are shown all previous chats and emails from a given visitor. The question arises: How does BoldChat determine a visitor's identity? How do we know a visitor is the same visitor? In simplest terms, chat visitors are identified by a visitor ID, while email visitors are identified by an email address. Chat visitors retain the same visitor ID as long as they use the same computer and browser and do not clear their cookies. It's relatively easy to identify visitors who use only chat or only email, but what happens when a visitor uses both chat and email? If the visitor provides an email address on a pre-chat form, we are able to connect their visitor ID (which we know from their chats) with their email (which they entered on a pre-chat form): We can say "This email address is associated with this visitor ID, so all previous chats with this visitor ID are from the person with this email address."

How to change Operator status in the Agent Workspace

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.

When you have Omni-queue enabled, click the icon to become available on all channels included in Omni-queue. These channels are listed above your availability options:

How to start remote access from a standard chat in the Agent Workspace

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.

How to transfer a chat in the Agent Workspace

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

Important: You must have Actions > Chat > Assign Own permission to transfer chats.
  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.

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the chat will be assigned back to you if there are no other available Operators.

Transfer chats while monitoring sessions

You can transfer chats to an Operator in your organization while monitoring conversations.

  1. To list chats, click the arrow in the-top left corner of the Operator workspace above your list of sessions.
  2. Select a chat on the Queued or Assigned to Agent tab.

    Result: You can select multiple chats to transfer.

  3. Click Assign to... and select an Operator or a department where you want to transfer the chat.

    Result: Optionally, select Transfer automatically to use automatic chat distribution and let Bold360 choose an available Operator.

  4. Click Transfer.
You can also transfer the chat to yourself by clicking Assign to me.

How can I tell who transferred the chat to me

When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:

Depending on how the chat was transferred, you can see the following messages:

  • Transferred from Agent - The Operator manually transferred the chat to you.
  • Auto-transferred from Agent - The Operator selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate Operator to take over the chat.

How to start a PIN-based remote access session in the Agent Workspace

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

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:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • 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. 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.

How to customize the default Operator view in the Agent Workspace

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.

How to switch account in the Agent Workspace

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.

For more information about the account selector page, see How to sign in to Bold360 (Agent Platform).

How to search your work items in the Agent Workspace

In the Agent Workspace, you can search for any chat, email, or message that your organization has received.

The search panel is in the top-left corner of the Agent Workspace:

You do not need a search phrase to return results; this allows you to list all work items within the search filter of Operator, department, and date. Search results include active and closed work items as well.

Use the filter conditions to get the most relevant results for your search.

Keyword search
Type a keyword that you are looking for in the content of work items.

When you search without a keyword, all work items for the selected date, conversation type, Operator, or department are listed.

Date range
Select the period of time that you want to search for work items.
Conversation type
Select whether you want to search chats, messages, emails, or all of these.
Agent
Select the Operator whose work items you want to search.
Department
Select a department for your search.

How to download a list of work items to CSV in the Agent Workspace

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.

Remember: You must have the appropriate user permission to see work items in Monitor View.
  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.

What if I have more than 700 / 1000 work items on a tab?

Let's say, you have more than 1000 closed work items over a period of time. In this case, only the first 1000 items listed in Monitor View are exported. Here's what you can do to you can do the export the rest:

  • You can use the date selector to list your closed work items over a shorter period of time. Say, instead of listing 2 months of closed work items, you can display work items of the last month only. This way, you can export work items in two parts.
  • You can also filter, for example by date, which is a great way to display, and consequently export, only the latest 1000 work items.
  • Finally, you can use the department selector in the top-right corner to reduce the number of items displayed.

How to start a PIN-based co-browse session in the Agent Workspace

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

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Operator:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
    • Mac ? Safari (Operator unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  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.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your Bold360 bookmark library
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to find chat transcripts in the Agent Workspace

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.

How to accept a chat

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.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.
Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.
Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
To enable file transfer, see Enable file transfer in the chat window.
Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an agent removes the flag.

Note: You can also flag chats in Monitor View.
Increase text size of your chat panel
For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations.
Block a customer from chatting with agents
Click the hand icon to block a customer from chatting with agents of your organization. An admin can later unblock the customer. See How to block customers during chat.

End the chat
Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
  • Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
  • Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
  • No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end chat.

What are best practices for agents?

  • Use standard greeting
  • Use Quick accept when on multiple chats
  • Reply quickly even if it to say you need more time
  • Use Canned Messages for standard responses
  • Use a simple pre-chat form and do not make too many fields mandatory
  • Ask for feedback (CSAT survey)
  • Use meaningful wrap-up (disposition codes)
  • Increase text size for accessibility purposes as applicable
  • Leverage suggestions for agent feedback on chatbot content
  • Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.

    Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

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.

How to turn on/off notifications for incoming chats, emails

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.

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.

SMS Category, Status and Custom Field setup

To help you organize SMS communications, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up SMS Category values

Create values that are presented to operators as options under Category on an SMS form.

Fastpath: To create SMS Category values, go to Setup > Account Setup > Messaging > SMS Categories.

Setting up SMS Status values

Create values that are presented to operators as options under Status on an SMS form.

Fastpath: To create SMS Custom Status values, go to Setup > Account Setup > Messaging > SMS Statuses.

Setting up SMS Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an SMS form.

Fastpath: To create SMS Custom Field values, go to Setup > Account Setup > Messaging > SMS Custom Fields 1 or 2.

How to create canned messages for operators

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).

To arrange canned messages in folders, right click the root folder and click New Folder. Once you have folders, you can drag and drop messages between folders.

How to set up your network

This section describes each field in the My Network Setup dialog window.

Settings Tab

Use Internet Explorer Settings

If selected, your desktop Operator Client will attempt to connect with our data center server(s) using the non-dynamic proxy settings from your Internet Explorer configuration. If your proxy settings in Internet Explorer are set by a dynamic script, this option may not work for you. You may instead need to choose the Override with my own values option and provide the specific proxy server settings to be used.

Note: Changes to these settings impact only the connectivity of this operator client application.

Override with my own Values

If selected, your desktop Operator Client will attempt to connect with our data center server(s) via a proxy server, as specified by the Proxy Host, Proxy Port, Proxy User Name and Proxy Password settings that you specify. You may need to consult with your Network Administrator regarding the values to put in these fields.

Proxy Host
Specify the host name (i.e. domain name or IP address) of the proxy server that you want your desktop Operator Client to connect through. You may need to consult with your Network Administrator regarding the value to put in this field.
Proxy Port
Specify the port number to use when connecting through the specified proxy server. Normally, this would be port 80 if the Secure Connection option is not checked, or this would be port 443 if the Secure Connection option is checked. You may need to consult with your network administrator regarding the value to put in this field.
Proxy User Name (optional)
If your proxy server requires user authentication for connectivity through it, specify your user name is this field. You may need to consult with your Network Administrator regarding the value to put in this field.
Proxy Password
If your proxy server requires user authentication for connectivity through it, specify your password is this field. You may need to consult with your Network Administrator regarding the value to put in this field.

Do not connect via a proxy

If checked, your desktop Operator Client will attempt to connect with our data center server(s) directly, without trying to connect via a proxy server.

Secure Connection (SSL)
If checked, your desktop Operator Client connects with our data center server(s) using an SSL-encrypted, secure connection.

Connection Status Tab

Connection Status

This tab is an indicator of the status of your connection to our servers. Our support team will request you to send us details on this tab when troubleshooting any connectivity issues. The status will help us determine your bandwidth and latency to our servers. Clicking the Send Connectivity Report button will run a connectivity test and request you to email us the test results once complete.

Status
Status indicates the connection quality as it relates to responsiveness and transfer rates. There can be three states of connection; Connected, Disconnected, and Error. The Status graph is the visual indicator for the current connection state and its strength.
Responsiveness
The number of green bars indicate responsiveness (latency).
Transfer
The number of blue bars indicate the transfer rate (bandwidth).
Note: The greater number of indicator bars, as it relates to Responsiveness and Transfer, the better.

Sending a Connectivity Report

Our support team will occasionally request a connectivity report when trying to help you work through connectivity issues. This report will help us determine your bandwidth and latency to our servers. Clicking on the Send Connectivity Report button will run connectivity tests, we will then request you to email us the test results once complete.

How to organize chats by category

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.

Members of a Permission Group with the following account permissions can use this feature: Grid View Column Chooser

How is this useful? How can you view inactive chats in this category? In the top-right corner of the BoldChat interface, make sure that you are showing inactive chats for all time, as illustrated. Use the column selector at Grid Preferences > Column Chooser to add the Category column and sort by Category.

How to answer incoming chats

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.
      1. Click the camera icon in the address bar to bring up the device permissions dialog.
      2. Ensure that either the Always allow... or Continue allowing... option is selected.
      3. 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.

      1. Go to Settings > Show advanced settings....
      2. Under Privacy, click Content settings....
      3. Ensure that Ask when a site requires access... is selected under both Microphone and Camera.
      4. Click Manage exceptions... to ensure that BoldChat hosts are not being blocked.
      5. 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.

How to use the Workspace of the Operator Client


Section A

Section A is the Workspace list showing items assigned to the operator, prioritized as follows: Chats, Emails and Tickets. Further prioritization is placed within service groups. For example, an unanswered chat would have a higher priority than an answered chat, so an unanswered chat is listed above an answered chat.

  • Items with a chat bubble icon are chats
  • Items with a chat bubble with a red arrow have been accepted by an operator
  • The time stamp indicates the elapsed time of the chat.
  • Below the time stamp is a preview of the visitor's message
  • An item highlighted blue is active (currently selected)
  • Information presented in sections C and D are related to the selected item
  • Within section D, any data points related to the chat are accessible by simply clicking on the tab. The tab will slide up and the data will be available to review, similar to how it would normally be presented in the normal chats interface. For more information on the sliding tab functionality, refer to Section D below.
  • Section A also holds the list of unread Operator discussions. Click the discussion tab to reveal the list; click one of the discussion work items in the list to present a new tab in section B allowing you to respond appropriately.

Section B

Search canned message and or use adaptive canned messaging (Enterprise subscription required). When a discussion is selected in section A, the content of the discussion is presented in a new tab within section B, thus allowing you access to work the discussion item as needed.

Section C

The active content from a selected list item is presented in this section, providing the tools an operator needs to efficiently work with the selected item. Also, for Enterprise subscribers, adaptive canned messaging is shown in Section B that is context-sensitive to the communication presented in section C.

Section D

Section D shows data related to the active item selected in Section A. Click the thumbtack to pin the data window in place.

Select and drag tabs to configure the interface.

The system tray provides relevant statistics related to your current work items and their respective states.

How to reply with a canned message

  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.

How to change availability status

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.

Administrators can create custom statuses, restrict operator access as well as configure statuses to switch automatically after a certain amount of time.
  • To switch between Available and Away for all services, click your status next to My Status In the upper-right corner.
  • To change your status per service or to select a custom status, click the arrow next to your current status and select one from the drop-down menu.

How to discuss chat with another operator

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

Use it during the chat to ask questions or for assistance. After the chat is finished, you may leave a note about the chat or provide feedback for training and quality assurance purposes. Discussions between operators are completely hidden from the customer. The discussions are recorded in the history for later review by operators.
  1. In the chat list, select the chat you want to discuss.
  2. Click the Discussion tab.
  3. Click Add Operator and select the operators with whom you want to confer.

  4. Enter your comments or questions in the dialogue box.
  5. Click Post.

    Result: The operators to whom you posted a discussion will see the chat now displayed in bold font. Visitors do not see the discussion.

    Tip: To remove the bold font, click Mark as Read in the Discussion tab.
The other operators can open the chat, click the Discussion tab and review the message. If they post a discussion reply to you, the chat will appear bold, indicating they have responded.

How to search for a chat

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.

How to end a chat

When you have finished the chat with the customer, you may end the session in several ways.
  • When chatting in the main window, click Stop icon on the toolbar above the chat grid.
  • When chatting in a new window, click Stop at the top of the View Chat window.

Result: Once ended, the chat turns to italics in the grid and remains in the active display for 60 seconds.

Note: To set how long an ended session remains in the active chats view (shown in italics) before closing automatically, set the Auto-Close Interval as part of a Chat Window definition. For details, see How to gather information from operators (Operator Wrap-Up).

How to join another operator's chat

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.

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.

How to view visitor monitoring information

  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.

How to search for an email

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the Email folder.

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

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

    Result: The Search Emails window is shown.

  3. Enter the keyword to search for and any extra criteria.
  4. Click Go.

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

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

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

How to create Departments

You can use Departments to group operators and distribute chats.

Where do I create departments?

We recommend creating and managing departments from the following location: From the main menu of the operator client, go to Setup > Account Setup > General > Departments.

How do departments relate to other BoldChat entities?

Departments can be associated with the following items:

  • Operators who are grouped in the department (operators can be in multiple departments)
  • Custom Chat Button (chats initiated from a button can be to routed to a specific department)
  • Custom Chat Window pre-chat form (visitors can select a department to facilitate routing to a specific department)
  • Chat Rules (when a chat triggers a rule, the chat is routed to a specific department)
  • Other departments as Rollover Departments

What is controlled by the department definition?

The department definition controls the following:

Create your first department

In Bold360, departments control how agents are grouped and how chats and other work items are distributed. Departments may also differ from the actual 'departments' within your business due to language or skill groups.

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:

Note: In simple deployments, you may only have one department and that?s okay. Setting up that department will help keep your deployment organized and set you up for success as your organization?s digital engagement strategy matures.
  1. In the Web Admin Center, go to Organization > Departments.
  2. On the Department Management tab, click Create New.

  3. Enter a Name for your Department.

    Customers can see this name when you have multiple departments and want customers to choose which department they want to be routed to. This requires a pre-chat form.

  4. Under Language, select the language that agents in this department speak.

  5. On the Agents tab, click on individual agent names to add agents to their appropriate department. To remove agents from the department, click on the agent name again to move them to the lower section.

  6. You can also set department-level business hours.

    See How to set department-level business hours.

  7. Save your changes.

Need more info? There?s a section about department management in our Support Center.

Define your website

Set up a Website label to track the origin of visits and manage other aspects of the deployment. This website corresponds to the site where you want to deploy the code for the chat button and window.

Website labels also allow you to deploy the platform across multiple domains, but still distinguish which site the visitor is on or is engaging from. Additionally, websites may be used for routing, assignment, and custom defined hours of operation; all of which are specific to the website label that you define and to the domain/website where you deploy the code snippet.
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 Organization > Websites.
  2. From the website management page, click on the existing website called My Website.

  3. Unless your organization offers 24/7 coverage, you should enable business hours to control the times, days, dates, and circumstances under which your chat buttons are shown to customers. To do so, select Enable business hours for chat.

  4. Select your Timezone.
  5. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the start and end of business hours, expressed as From/To, when chat is available for customers.

      Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the chat button associated with this website will become available at 9:00 AM (if agents are available) and will be disabled at 5:00 PM.

    2. Select the days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.
    4. Under Exceptions by date, you can alter your Business Hours (opening hours) on specific dates. See How to set website-level business hours.
  6. Save your changes.

Additional Configuration - Wrap-up Fields

When a chat ends, an agent can be prompted to provide ?wrap-up? information about the chat. This will label the chat session for reporting purposes.

You can create labels (wrap-up fields) that are used to categorize and organize chats. These can be particularly helpful to leverage if you decide to integrate with a CRM tool in the future.

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 > Wrap-up Fields.
  2. On the left side of the page, choose the type of label to edit or create: categories and/or statuses.
  3. To edit an existing out-of-the-box item, click the item?s name. From here you can rename the item or delete it by clicking the bin icon.

  4. Click Create New to add additional categories or statuses. When doing so, name the category or status in the new field.
  5. Save your changes.

Glossary of terms

ACD Summary report

The ACD Summary includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat. We recommend grouping this report by operator to see if agents are answering or missing chats when they are assigned. For more information, see ACD Summary report.

Digital DX

Refers to the entire Digital DX Suite. This term is also sometimes used to refer to the live agent functionality within the Digital DX Suite that supports live chat and messaging - that is, the Digital DX Agent functionality.

Web Admin Center

The portal at https://admin.bold360.com that administrators use to manage the live agent environment.

Agent Workspace

The portal at https://agent.bold360.com/ that live agents use to provide customer support and messaging.

AI Console

The portal that administrators and content editors use to work with the knowledge base and configure a chatbot. You must have a Digital DX AI subscription to access this portal. The location of this portal varies depending on your account name and is in the following format: <acount_name>.nanorep.co

Digital DX Suite

The umbrella term for the Digital DX line of products. For an overview of features provided by the individual offerings in the product line, see https://www.bold360.com/pricing.

Digital DX AI

Functionality in the Digital DX Suite that supports chatbots, knowledge base use, and AI-powered self-service. These features were previously provided by a product called "Nanorep"; that name may occur in some places, such as URLs and API names.

Digital DX Agent

This product option provides omni-channel engagement and support without the advantages of AI.

Service

This product option extends the functionality of Digital DX Agent by providing AI-powered chatbot and self-service. The knowledge base stores and serves content to provide a better experience for customers and agents.

  • Agents support customers using the Agent Workspace.
  • Admins manage the live agent environment using the Web Admin Center and manage the knowledge base and chatbots using the AI Console.

Advise

This product option provides AI-based internal support for customer-facing employees, who need quick access to content to help them solve customers' issues. Internal support is available through a Google Chrome widget and a Salesforce app. This product does not include chatbot support.

  • Agents and employees receive internal support directly using Google Chrome or Salesforce.
  • Admins set up the knowledge base using the AI Console.

Acquire

This product option proactively guides your website visitors through personalized shopping experiences. It provides extended integration with sales tools and focuses on helping customers with product discovery and conversion.

Desktop Client

An older version of Digital DX. Desktop Client users download a .NET-based Desktop Client to provide support for customers.

chat widget / chat window

An HTML window, where customers can chat with agents. The Digital DX Agent platform refers to it as "chat window", whereas the Digital DX AI platform refers to it as "chat widget".

escalation

The process of transferring control from a chatbot to a live agent or other support solution when the chatbot is unable to meet customer needs. Ideally, customers will receive the information they need through conversation or search in the Digital DX AI widget. If they do not, you can offer them one or more options using channeling policies to escalate their query. One escalation path is to a live chat.

knowledge base

A repository of answers for the AI to draw upon when responding to customers. This repository may contain information about your products, services, and more. "KB" is often used as an abbreviation for "knowledge base".

Monitor View

A view in the Agent Workspace where you can supervise agents' workload. See How to monitor the chats of your organization.

swimlane

Another name for a panel in the Agent Workspace. A panel may contain a work item (chat, email, message), customer information, canned messages, Smart Advisor, discussion, the transfer panel, or any other custom integration panel.

How to integrate Bold360 Agent with Bold360 AI

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

Before you start: You must have valid Bold360 AI and Bold360 Agent subscriptions. The integration must be set up in both the Bold360 Admin Center and Bold360 AI.

Set up the integration in Bold360 Agent

  1. Log in to admin.bold360.com and go to Integrations > Bold360 ai.
  2. Enter your Bold360 ai account name.

    If you don?t know your account name, go to your Bold360 AI account and check the website name. The account name is whatever comes before .nanorep.co in the full URL.

    Result: Upon filling out the Bold360 ai account name field, you?ll notice that the Bold360 ai host url field is populated automatically.

  3. Enter the Bold360 AI API key.

    See How to create an API key in Bold360 AI for more information.

  4. Choose Integrate.

Set up the integration in Bold360 AI

  1. Log in to Bold360 AI, and go to Channeling > Channeling Policy.
  2. Choose (Create channel).
  3. Name your channel.

    Example: For example, Bold360 chat.

  4. Define criteria for selecting your target audience.

    For a search widget, we recommend doing this for queries without an answer (Search Results = No results) or by label (Article Label = Chat).

    Note: You need to create and assign this label to the articles where chat should be available. You can find more detailed information about channeling criteria here.
  5. Select Chat for Channel type.
  6. Under Button action, choose Show chat form.
  7. Select Bold360 from the Select chat provider drop-down.
  8. Paste your Bold360 Agent API key into the API key field. If you don't know your Bold360 Agent API key, create a new one as follows:
    1. Log in to admin.bold360.com and go to Integrations > API Access Keys.
    2. Choose Create New.
    3. Name the API Key.

      Example: For example, Bold360 ai.

    4. For Website, select My Website.
    5. Select the Department where you want to direct your chats.

      You can leave this blank unless you want to create different policies for different chat departments. If that's the case, you will want to create your departments as outlined in the Quick start guide to set up Bold360. From there, you can follow these instructions to create multiple API keys and channeling policies (one for each department).

    6. For Chat Window, select My Chat Window.
    7. Choose Save.
    8. When the Access Key window pops up, select Copy to Clipboard to copy your API key.

      Result: Now you can go back to Bold360 AI and paste this key.

  9. Choose Save Settings to save your channeling policy.

What's next?

If you are new to Bold360 Agent, follow the instructions in the Quick start guide to set up Bold360 to set up your Bold360 Agent account.

Where to find customer information

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

  • Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
  • In Monitor View, select a chat and click Show info at the top of the information panel on the right


    Figure 1. Agent's experience in Monitor View
  • In the Agent Workspace, click Show info next to the customer's name in compact view


    Figure 2. Agent's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, agents can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name
The name of the customer as entered on the pre-chat form.
Email
The email address of the customer.
Phone number
The phone number of the customer as entered on the pre-chat form.
Customer Info
Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref
Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID
The Bold360-assigned unique identifier of the customer.

Location

City / region
The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country
The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question
The first question that the customer asked.
Custom fields
Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department
The Bold360 department of the chat, email, or message work item.
Folder
The folder that stores the conversation between the customer and the agent over a specific communication channel.

Info

Chat ID
Bold360-assigned unique identifier for each chat.
Visit ID
Bold360-assigned unique identifier for each site visit.
IP Address
The IP address of the customer.
Reverse IP Address
The host name associated with the customer's IP address.
Website
The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.
Client type
Client type of the chat that the chat assignment belongs to.
Chat Launch URL
The URL of the website where the customer started the chat.
Current URL
The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.
Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason
Displays the reason the chat ended:
  • Unknown - There is no specific reason for ending the chat
  • Agent - Agent ended the chat
  • Customer - Customer manually ended the chat
  • Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
  • Bot timeout - A chat was started with the bot in an AI-enabled window, and the customer has neither escalated the chat, nor sent any message to the bot in the last 120 minutes. Such chat sessions are also removed from Monitor View's Bot tab.
    Note: If the customer continues to talk to the bot, the chat re-opens and reappears in the Monitor View, even after the 120-minute timeout.
  • Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created
Time and date when the customer clicked the chat button. Available for chat and message channels.
Started
Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered
Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered
The time and date when the last assigned agent answered the chat or email. Available for chat and message channels.
Updated
The last time the chat was updated. Available for chat and message channels.
Total response time
The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent agent reply. When there are multiple customer messages before the agent's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed
Time when the customer closed the chat window. Available for the chat channel.
Closed
The time and date when the work item was closed. Available for chat and message channels.
Ended
Time when the chat ended. Available for the chat channel.
Flagged
Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language
Language of the agent as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages
Number of messages the agent has sent , including bot messages. Available for chat and message channels.
Customer messages
Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages
Number of customer-sent messages received since the last agent message. Available for chat and message channels.
Last message person type
The person who sent the most recent message, which is either the customer or the agent. Available for chat and message channels.

Post-Chat form

Net Promoter Score
Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Responsiveness
Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer.
Professionalism
Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer.
Knowledge
Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer.
Overall
Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale.
Comments
Comments of the agent about the customer on the post-chat form.
Experiments
The experiments in which the customer participates.

Wrap-up

User category
The User category that the agent selects in the post-chat form.
Status
Status of the customer as selected by agent in the post-chat form.
Custom field 1
The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2
The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Custom fields

These custom fields are used for storing information about customers' behavior on your website. Such behavior includes for example, changing the cart value by adding a product to the shopping cart. To add custom fields, see What custom information can you define for your outreach activity?

Visit history

Website visits
Number of times the customer visited the website. where the chat window was launched.
Total time of visits
Total time in minutes that the customer spent on the website.
Avg. time of visits
Average time in minutes of the customer's visits.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Build a successful Acquire campaign in or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name
Name of the outreach activity (campaign) that started the chat.
Action
Name of the action in the outreach activity that was triggered.
Criteria
Displays the outreach activity's rules.

Outreach results

Outreach information is updated real-time in the Customer Info Card.

Purchased value in current visit
Total value of successful purchases in the current visit.
Basket value in current visit
Total value of items that the customer placed in the basket, but has not purchased yet in the current visit.
Conversions in current visit
Number of conversion events in the current visit, such as placing an item to the basket, checkout, and purchase. See Monitor your outreach campaign.
Incomplete conversions in current visit
Number of conversions that have not been completed yet, that is, the customer has not accepted any chat invitations to help them place an item to the basket, checkout, or pay for items.
Total purchased value to date
Total value of the items the customer has purchased during the current and previous visits.
Total conversions to date
Total number of conversions during the current and previous visits.
All invitations
Total number of chat invitations that the customer received based on Outreach campaign definitions.
Accepted invitations
Number of chat invitations that the customer accepted during all visits.
Ignored invitations
Number of chat invitations that were displayed to the customer but were ignored during all visits.
Declined invitations
Number of chat invitations that the customer declined during all visits.

How to set text size for conversations

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.
The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

How to search your work items

In the Agent Workspace, you can search for any chat, email, or message that your organization has received.

The search panel is in the top-left corner of the Agent Workspace:

You do not need a search phrase to return results; this allows you to list all work items within the search filter of agent, department, and date. Search results include active and closed work items as well.

Use the filter conditions to get the most relevant results for your search.

Keyword search
Type a keyword that you are looking for in the content of work items.

When you search without a keyword, all work items for the selected date, conversation type, agent, or department are listed.

Date range
Select the period of time that you want to search for work items.
Conversation type
Select whether you want to search chats, messages, emails, or all of these.
Agent
Select the agent whose work items you want to search.
Department
Select a department for your search.

How to transfer a chat

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

Important: You must have Actions > Chat > Assign Own permission to transfer chats.
  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 agent or department.

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

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

    Note: When you transfer a chat to an agent, make sure their workload allows them to take an additional chat. The number next to an agent'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 agent will be displayed in the chat window.

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the chat will be assigned back to you if there are no other available agents.

Transfer chats while monitoring sessions

You can transfer chats to an agent in your organization while monitoring conversations.

  1. To list chats, click the arrow in the-top left corner of the agent workspace above your list of sessions.
  2. Select a chat on the Bot, Queued, or Assigned to Agent tab.

    Result: You can select multiple chats to transfer.

    Note: To transfer chats from the bot, you must have the Actions > Chats > Assign other permission enabled in the Admin Center.
  3. Click Assign to... and select an agent or a department where you want to transfer the chat.

    Result: Optionally, select Transfer automatically to use automatic chat distribution and let Bold360 choose an available agent.

  4. Click Transfer.
You can also transfer the chat to yourself by clicking Assign to me.

How can I tell who transferred the chat to me

When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:

Depending on how the chat was transferred, you can see the following messages:

  • Transferred from Agent - The agent manually transferred the chat to you.
  • Auto-transferred from Agent - The agent selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate agent to take over the chat.
  • Escalated from Bot - The customer escalated the chat from the bot to a live agent and Automatic Chat Distribution assigned the chat to you.

How to change agent status

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.

When you have Omni-queue enabled, click the icon to become available on all channels included in Omni-queue. These channels are listed above your availability options:

How to start a PIN-based remote access session

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

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:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • 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. 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.

How to manually start chatting with the next customer in queue

Agents can manually start an additional session when there are customers waiting in queue.

Digital DX is configured to distribute chats automatically between available agents, but agents can decide to manually take an additional chat from the queue if they can manage the extra workload. For information on Automatic Distribution, see How to automatically activate chats (Automatic Chat Distribution).

To start chatting with the customer who has been waiting for the longest period of time, click Take next queued chat on the left side of the workspace under Live Sessions. The chat is assigned to the agent regardless of the agent's status, and whether Automatic Distribution is enabled or the agent's concurrent limit is reached.

Remember: This feature is enabled by default. If an individual agent cannot use this feature then in the Web Admin Center, go to Organization > Agents and select the agent. On the Automatic Distribution tab, make sure that Take Next Queued is selected.

The chat opens in a new column in the workspace to the right.

How to accept a Facebook Messenger chat

To work with a Facebook Messenger chat, 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 a Facebook message.


    Tip: The chat at the top of the list may be the most urgent (newest).
    Note: Even if the customer deletes a message in Facebook Messenger, that message will still be visible in Agent Workspace.

    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.
      Tip: We recommend prompting the customer for their email. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, email).
    • Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to start a PIN-based co-browse session

Start a co-browse session with a customer using a PIN code.

Important:
  • PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
  • The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Agent:
    • Windows: Chrome, Firefox, Microsoft Edge
    • Mac: Safari
  • Customer:
    • Windows: Chrome, Firefox, Microsoft Edge
    • Windows: Internet Explorer 9, 10, 11 (agent unable to click links for customer)
    • Mac: Safari (agent unable to use back/forward buttons)
    • iOS: Safari
    • Android: Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. On the left side of the Agent 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 the Agent Workspace, 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.
While co-browsing, you have the following options:
  • Back arrow: Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow: Takes the customer's browser to the next URL in the history of the visited URL
  • Reload: Refreshes the current page being shown
  • URL and Bookmarks: Enter a URL that opens in the customer's browser or select a predefined URL from your Digital DX bookmark library
  • Highlighter: Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop: Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

Set up auto-translation

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.

This feature requires a GeoFluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation.

How does auto-translation work?

Auto-translation takes the following parameters into account:

  • Customer language: Determined by the chat window's language setting or the language the customer selected on the pre-chat form. You can define chat window language defaults in the chat window configuration.
  • Agent languages: The languages the agent speaks, prioritized by fluency level. Configured in the agent settings.
  • Language pairs: The translation pair is supported by your GeoFluent subscription.

If the agent and the customer share a common language, translation is not needed and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.

How to configure your GeoFluent subscription and enable auto-translation per chat window

  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.

Notes:

  • GeoFluent is a third-party service. Your content is maintained in a secure, private workspace and never enters the public domain. Messages are transmitted via secure protocols only.
  • Customers are notified in a system chat message if messages are being auto-translated.

Auto-translation in Digital DX AI-enabled chat windows

When you use a Digital DX AI-enabled chat window, you must have the Geofluent Auto-Translation for Conversations widget feature enabled on your Digital DX AI account. Please contact your Customer Success Manager to enable this feature.

Additionally, if your customers can also escalate chats to a live agent, you must create a welcome article in the AI Console so that customers can select their language. For more information, see the How to use Geofluent for auto-translation.

How to manage customer queue time upon manual reassignment

Tell Digital DX how to place customers into the queue when they are reassigned by an agent rather than automatically. You can set this option independently for customers reassigned within a department as opposed to between departments.

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Automatic Distribution tab, choose a channel and click Override account-level distribution settings.
  3. Under Manual Reassignment, set how you want to handle transfers From the same department.

    Result:

    Move to end of queue (time is reset) Place customers at the end of the queue regardless of how long they have been waiting.
    Maintain place in queue (time is preserved) Place customers in queue based on time already spent waiting.
  4. Similarly, set how you want to handle transfers From other departments.
  5. Repeat this procedure for each channel, as required.
  6. Save your changes.

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.

Optional: Add a Facebook Messenger Channel

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.
Need more info? There's an article about Facebook Messenger setup in our Support Center.

How to send chats to a rollover department

When no agents are available in the original department, agents of rollover departments take over incoming chats.

For example, Sales goes offline at 5pm, but Customer Support stays online. You set Customer Support as the rollover department for Sales. As a result, the Sales chat button is displayed as available whenever either a Sales or Customer Support agent is logged in.

Important: Chats are not assigned to the rollover department, only the original department's membership is expanded with the agents of the rollover department. The original department keeps ownership of the work item.

Rollover departments are set when creating or editing a department.

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Rollover departments tab, select a department.

    Result: The selected department is displayed in the table at the top of the screen.

  3. Under Rank, define the order in which the rollover department will receive rollover items.
  4. Save your changes.

How to set up an experiment (Experiment Engine)

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.

Set up conversion tracking

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.

Conversion tracking at-a-glance

Conversion tracking allows you to measure chat's impact in relation to a specific call to action. For example, to measure the impact chat has on sales or to measure registration or form completion.

  • Conversion tracking relies on Conversion Tracking HTML that has been associated with an identifier called a Conversion Code and inserted to a site that has been set up to pass values for fields known as Custom Conversion Information.
  • Conversion tracking leverages Digital DX's customer monitoring functionality to help associate visits with conversion events.
    • 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 agent who worked with them most recently. This is how credit for a conversion event is given to an agent.
    • Digital DX can also identify the site from which a customer was referred (for example, a partner site that links to your page). This is how credit for a conversion event is given to a referring site.

To implement conversion tracking, you must create a Conversion Code and associate it with Conversion Tracking HTML that you insert to a site that has been prepared to pass special values when a conversion event occurs. Step-by-step:

  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.

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.

  1. 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.

  2. Name the website.

    This can be seen by customers when the Website field is included on a pre-chat form.

  3. Set business hours. See How to set website-level business hours.
  4. 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.

Set a policy for failed login and forgotten password requests

Control how many times agents are allowed to fail login or request a new password.

  1. In the Web Admin Center, go to General > Login Controls.
  2. Under Security, choose your settings:
    Option Description
    Block forgotten password requests after X per X hours Agents can request password reset this many times in the given time period.
    Disable agent login after X failed login attempts per X minutes Agents are prevented from logging in after this many failed login attempts in the given time period.
  3. Save your changes.
Changes are applied to your entire account.

Wrap-up Fields: Organize items by Category, Custom Field, Status

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.

The labels are ready for