Getting Started Articles

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 Web 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.

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 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.

How to monitor the emails of your organization in the Web 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 Web 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 Bold360.
Folder
The email folder in Bold360 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 Bold360 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 Bold360.
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 Web 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 Web 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 messages of your organization in the Web 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 Web 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 Bold360 department of the Operator.
Folder
The messaging folder in Bold360 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 Bold360 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 Web 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 Web 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 download a list of work items to CSV in the Web 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 find chat transcripts in the Web Workspace

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

  1. Log in to the Web Workspace at agent.bold360.com.
  2. To list chats, click the arrow in the-top left corner of the Web 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 use Web Workspace as an Administrator

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

Requirements

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

Unassigned items are not shown on the Web 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 Web Workspace.

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

Single Sign-on

To access Web 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 Web 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 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.

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 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 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 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 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 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 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 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 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:

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.

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.

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.

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.

Where to find customer information in the Web 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 Web 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 Web 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 transfer a message in the Web 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 Web 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 set text size for conversations in the Web 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 Web 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 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 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 turn on/off notifications for incoming chats, emails

You can set Bold360 to either play a sound or not when you receive a chat or email.

  1. Sign in to agent.bold360.com.

    Result: The Bold360 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 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 Bold360 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. Bold360 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, Bold360 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 start remote access from a standard chat

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 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 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 Bold360.
Folder
The email folder in Bold360 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 Bold360 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 Bold360.
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 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 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 to Bold360 Agent. 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 Bold360 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 Bold360 admin.

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.

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.

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 use:

  • An agent can use the wrap-up form to manually assign a label to a chat, email, or message
  • An administrator can create rules to automatically assign a label to a chat, email, or message

What are best practices for creating wrap-up fields?

Wrap-Up Fields allow you to capture information from agents based on engagement; ask agents to provide a category, status, or custom fields after a conversation. You can make these mandatory. We recommend using these as they can be reported on and used to understand trends and volume. Wrap-up fields are also very helpful for CRM integrations and enable easier and more organized follow up as needed.

Set up an email account

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

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

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

How to create a department

Create a department as part of your chat distribution strategy.

  1. In the Web Admin Center, click Organization > Departments.
  2. On the Department Management page, click Create New.
  3. Enter a Name.

    When the pre-chat form includes the Department field, this name can be seen by customers.

  4. Under Language, associate the department with languages to route chats to agents with appropriate language skills.
  5. You can also set department-level business hours.

    See How to set department-level business hours.

  6. Save your changes.

How to set department-level business hours

Department-level business hours allow you to control the times, days, dates, and circumstances under which chat with a department is available.

Department-level business hours and exceptions override website-level business hours and exceptions respectively. Departments without unique business hours and/or exceptions use the same settings as associated websites.

A department cannot receive new chats outside of business hours; neither when agents are available nor when a rollover department has been selected. You may change this default behavior as described below.

  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 Department Information tab under Department Hours, select Enable business hours for chats.
  3. Optionally, to make chat buttons available within business hours even when no agents are available, select Ignore Agent Status.

    Result:

    Important: This may result in unanswered chats. Chats may continue to be queued even when no agents are available.
  4. Select the Timezone used by the business hours settings.
  5. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the hours between which you want chat to be potentially available.

      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 reference 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.

    Result: Outside of these time periods, chat is unavailable unless you set exceptions.

  6. To alter your Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events, you can add exceptions under Exceptions by date. See What are exceptions to business hours? below.
    • Same as website exceptions. The department uses the same exceptions as associated websites.
    • Override website exceptions on specific dates. On the dates specified here, department exceptions override website exceptions. Otherwise, the department uses the same exceptions as associated websites.
    • Override all website exceptions. The department uses unique exceptions and ignores all website exceptions.

    Result:

    Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available). To see these exceptions, select the Show previously expired exceptions from option.
  7. Save your changes.

What are exceptions to business hours?

An exception is valid for one day only. By defining an exception, you override normal business hours. In other words, an exception defines the time when your agents are available to chat on a specific day.

Think of a business hours exception as an exception in your daily routine: You may provide support from 9 AM to 5 PM, but on an exceptional day, like Black Friday, you may want to provide chat support for longer hours. In this case, you can define an exception for that single day by defining your availability, say, from 9 AM to 9 PM.

Similarly, if you have a meeting on November 20, from 2 PM to 3.30 PM and you are not available to support your customers, you have to change your standard business hours by setting two exceptions for the day:

  • One exception for November 20 from 9 AM to 2 PM
  • Another one for November 20 from 3.30 PM to 5 PM

This way, you can let Digital DX- and your customers - know that this is an exceptional day when you are available from 9 AM to 2 PM and from 3.30 PM to 5 PM only.

What's the agent experience like?

Agents can find and accept messaging conversations coming from WhatsApp or Microsoft Teams in the Bold360 Agent workspace.

Agents can view these conversations under the Messages channel:


When a messaging conversation is transferred from a chatbot or it is assigned to a human agent directly, customers' messages are queued and await assignment even when no agents are online right away. The customer can wait for the agent to respond. The bot becomes active again only as soon as the agent ends the conversation.

When the agent accepts a conversation, they can see the real name of the person they chat with since the messaging provider sends that information. The agent can also view all prior conversations between the customer and the business as well as the latest session information, including chatbot messages if a chatbot is set up.

To help agents handle incoming messages efficiently, Bold360 moves inactive conversations from the agent's workspace. This way, agents who have concurrent limits defined are not blocked by pending conversations. They can deal with other customers until the customer takes action in the messaging application. The conversation returns to the agent's view and continues where it ended, providing great response time and experience to the customer.

Bold360 offers various aids and options to optimize agent performance. See this article to learn more.

Department management

Departments are used to group agents and distribute chats.

How do departments relate to other Bold360 entities?

Departments can be associated with the following items:

  • Agents, who can be grouped in multiple departments
  • Chat Button (chats initiated from a button can be routed to a specific department)
  • Chat Window pre-chat form (customers can select a department to facilitate routing to a specific department)
  • 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:

  • How agents are grouped
  • How chats are distributed, including the ability to override Automatic Distribution settings at the department level
  • Departments can also be associated with a specific language to help route chats to agents with appropriate language skills

How to customize the default Agent view

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.

What features are available in Digital DX?

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

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

(the browser handles spell checking)

yes

(the system handles spell checking)

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

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 System Requirements

Read about Digital DX's system requirements for customers, agents, and admins.

Browser requirements for customers on web

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 9 and newer
    Note: The AI chat widget requires Internet Explorer 9 or newer
  • Safari on macOS (Last two versions)

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above

For co-browsing requirements, see How to start a co-browse session.

Browser requirements for customers on mobile

  • Chrome recommended on Android
  • Safari recommended on iOS

Browser requirements for the Agent Workspace

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10
  • Safari on macOS (Last two versions)
Remember: To use the Remote Access feature, you must use Chrome.

Browser requirements for the Web Admin Center

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

TLS encryption support

The Digital DX platform uses TLS 1.2 encryption. Earlier TLS versions are not supported.

You can enable TLS 1.2 in the Windows Registry.

Bandwidth requirements

Running the Agent Workspace does not have any special bandwidth requirements. For video chat requirements, see How to enable video chat.

Quick start guide to set up Bold360

The Bold360 Quick Start Guide provides customers with step-by-step instructions to deploy simple live chat use cases on their own. These instructions explain how to create agents, departments, websites, chat buttons, and chat windows.

The documentation also includes a reporting overview, FAQs, and references to troubleshooting tips. It should give you everything you need to set up and manage your traditional Bold360 Agent deployment.

Let?s Get Started

To begin, log in to your account using the link provided in the Welcome email. Once you click the link, you are prompted to create a password. From there, use your email to log in with your new password at https://admin.bold360.com and follow these steps to set up a basic Bold360 work environment for your organization.

In this section:

Setting up your website for co-browse sessions

With co-browse, agents can view the exact web page a customer is seeing and provide assistance by highlighting items or filling out forms on a customer's behalf.

Once a customer has engaged in a live communication, agents with proper permission can initiate an co-browse session. The customer is prompted to grant permission to the agent. Once permission is granted, the co-browsing session begins.

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.
Requirements and permissions
Your website pages must use Customer Monitoring HTML.
Co-browse can be used on both secure and non-secure pages with customers using a recent version of any modern browser (for example, Chrome, Firefox, IE11+, and other leading browsers).
Agents must be in a permission group that is allowed to use co-browse.
View-only co-browse sessions
You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent agents from acting on behalf of the customer during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="viewonly" to any of the mentioned HTML elements.
Example: <input type="text" cobrowse="viewonly" name="creditCardAccountNumber" value=""/>
This way, agents can see what customers are doing but cannot interact with view-only user interface elements. Agents can still highlight a these interface elements to draw customers' attention.
Privacy ? Masking sensitive fields
Mask fields to prevent agents from seeing sensitive info during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="false" to any text field that you want to prevent agents from seeing.
Example: <input type="text" cobrowse="false" name="creditCardAccountName" value=""/>
Privacy ? Masking sensitive sections
Mask HTML elements to prevent agents from seeing sensitive information during a co-browse session. To do this, go to your site's HTML code and add the property ignore="true" to any element you want to prevent agents from seeing.
Example: <div ignore="true">Security Access Key: A7fDFUJkjleoiuxcv7df==</div>
Tip: If the page layout depends on an element you want to mask, first encase the sensitive element inside another element that will not impact the page layout if ignored.
Mobile
When a customer is using a mobile device, the agent can view the page with the same dimensions as the customer.
How co-browse works ? A brief technical description
Bold360 actively monitors the content of the visited page and sends changes to the agent. Bold360 only looks at page content as an HTML document. The document and display size tracking generally gives the agent a very similar rendering of the page as what the customer sees. The actual view of the page can vary between mobile/desktop devices and based on display/font/size settings in the browser and the dimension/resolution of the screen. All page functionality will be present for the agent and the customer, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the agent might be positioned off the screen for the customer.
Security
The customer's page contents and actions are sent to the servers exclusively over SSL (even if the page is not secure.)

What are the best practices for FAQs?

Follow these guidelines to make the most of Digital DX AI's FAQ capabilites.

Remember the following guidelines when adding and FAQ to your widget:

  • Provide the FAQ in the widget upon opening?
  • Include three to six articles that represent your top use cases
  • When you start using the bot for the first time, specify the articles to be displayed in the FAQ using labels to avoid initial questions skewing your results
  • Review static FAQs every 30 days to see if they should be changed
  • If the FAQ is changed to dynamically present articles from the knowledge base later, make sure to exclude any negative articles from the FAQ like How do I get a refund?

What are the best practices for conversational articles?

Follow these guidelines to make the most of Digital DX AI's conversational capabilities.

Remember the following guidelines when creating conversational articles:

  • If you have Yes and No branches in a conversational flow, order Yes first and No second to keep the flow natural.
  • Add labels to conversational articles like parent, child or conversational, so it's easier to find and edit them.
  • When using instant feedback, add the <no_feedback/> tag at the end of the question or option if you don't want feedback to appear for that step.
  • If you use multiple bubbles, include a delay to the messages to give users time to read. The wait times should depend on the length of the messages. When messages are sent right after one another, it feels more natural to pause a little longer and longer with each new message, even if they may be around the same length, so that users have time to finish reading older messages before newer messages are sent out.
  • Adjust the character limit for bot messages and ensure articles are within that limit to make sure customers don't have to use the Read More button to see the full article.
  • We recommend you use large persistent buttons rather than quick buttons as customers usually prefer the ability to click on previously displayed buttons.

What are the best ways to humanize the bot?

Here are a few tips to keep in mind to make bot conversatitons more human-like:
  • Setting up a humanized greeting increases the likelihood that customers choose to interact with the bot. It is important however to make it clear that they are talking to a bot, not a human being. See this article for more best practices about the bot's introduction message.
  • Make conversations flow as naturally as possible.
  • Keep answers short and to the point.

How to use quick options in a conversational article

When using entities in conversational articles, you can use quick option buttons to present possible answers to a question.

When a property of an entity has quick options enabled, the widget displays results to the customer as a list of options to choose from. It is possible to use a maximum of 10 quick options.

You can enable quick options for a property in the entity as well as in the Article Editor.

Note: If you disable quick options for a property in the entities editor, you can't enable them for the property in the Article Editor.

See What are entities? to learn more.

Bold360 Advise widgets for internal support

Improve your employees' productivity by providing integrated, easy access to your company's knowledge base.

Bold360 offers search widgets that end-users can use to receive self-service information from their company?s internal knowledge base. The widget can also be used for knowledge sharing as end-users can suggest a response to a question as a new article. In Bold360 Advise, the end-user of the widget is the customer-facing employee of your company who may need information from a knowledge base that you do not want to make publicly available.

Bold360 Advise offers the following widget types:

Google Chrome extension
After adding the Bold360 Advise search widget to your Google Chrome browser as an extension, it is available in the browser on any website. The end-user can either open the extension or use the website?s context menu the receive help. End-users can also suggest an article as response to a search that did not return any result.
Salesforce widget
Available from a Salesforce account only. After the company?s admin installs the widget, it automatically becomes available for every employee when looking at a case in Salesforce.

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 can I customize message length in widgets?

How to customize the "Read more" character count

You can set the maximum length of bot answers that are presented in a conversational widget. When a bot answer exceeds this character limit, it is truncated and a Read more button is displayed, which opens the article in full length.

When set to 0, articles are displayed in full length.

To define when the Read more button is displayed, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have Conversational selected for Widget Mode.
  5. In the Maximum Length Before Answer is Truncated field, click Customize.
  6. Type the number of characters to display without truncating the article.
  7. Save your changes.

How to override "Read more" character count at article level

You can manually change when the Read more button is displayed for a specific article.

Note: This setting only applies to conversational web widgets.
  1. In the AI Console, go to Knowledge > Articles.
  2. Select an article that you want to modify.

In the menu bar, click the Read More button.

The Read more separator is displayed.

  • In the article, hover your mouse over the Read more separator. Click and drag the multi-arrow icon on the left to move the separator.
  • Save your changes.

When the widget displays the article, the Read more button is now displayed at the revised place in the article.

Message length customization with the API in conversational widgets

You can define the length of messages before they are truncated and the Read more button is displayed in conversational web widgets. For example, to set visible message length to 400 characters, you can use the setReadMoreLimit Widget API method as follows:

nanorep.floatingWidget.api.conversation.setReadMoreLimit(400);

By default, the first 320 characters of a message are displayed.

Message length customization with the API in mobile widgets

You can define the length of messages before they are truncated and the Read more button is displayed in conversational mobile widgets. You can set the visible message length between 320 and 640 characters in the mobile application.

How to customize the widget header icon

For Harmony widgets in Conversational mode, you can display an image in the widget header on the left side.

You can add a custom logo to the header of the Harmony widget.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type you want to change.
  3. Select the URL or knowledge base where you want to make your change.
  4. On the Basics tab, make sure you have Harmony selected for Skin.
  5. In the Title Icon field, click Customize.
  6. Click Upload Image and select the logo you want to display in the widget header.
  7. Save your changes.

Your customers will have the following experience:

How do I set the widget to be mobile-responsive?

The web page on which the widget is installed must be a native mobile-responsive website. If it is not a mobile-responsive website, the mobile widget will be displayed in normal mode. In normal mode the widget is opened in a separate window when clicked.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type you want to change.
  3. Select the URL or knowledge base where you want to make your change.
  4. On the Advanced tab, select the following options:
    • Mobile widget enabled
    • Mobile - responsive behavior enabled
  5. Save your changes.

How to gracefully minimize widget after live chat ends

For Slim and Harmony widgets in Conversational mode, you can now define a closing salutation before the widget closes automatically at the end of a live chat. This way, you can let customers close the chat widget themselves. To do so,
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have a Slim or Harmony selected for Widget Mode.
  5. On the Advanced tab, select Display goodbye message before closing the widget.

    This option is disabled by default.

  6. Save your changes.

Customers have the following experience when ending live chat:

How to make the widget open automatically in full screen

For customers on mobile devices, the Slim and Harmony widgets are optimized for mobile experience: when the customer clicks the chat button, the chat widget is displayed in full screen. In a Harmony widget, customers on mobile devices have the exact same experience as customers on the web.

To enable this feature for customers on mobile, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have a Slim or Harmony selected for Widget Mode.
  5. On the Advanced tab, select Enable Full Screen Mobile Widget.

    This option is disabled by default.

  6. Save your changes.

Customers have the following experience on their mobile devices:

.

How to add a "Click-to-Call" link to an article

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

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

If you have Skype installed on your workstation, when you click on the link Skype will open and dial that number.

How to create an image gallery

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 deploy the Bold360 AI widget via GTM?

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

Prerequisites

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

Note: If you use arcade or modern skin, follow this tutorial.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Get the code next to the widget type that you want to deploy and copy this code snippet.
    Note: For embedded widgets, you must also add the following HTML snippet to that part of your website's source code where you want to embed the widget:
    <div id="nanorep-embedded-widget"></div>
  3. On your GTM dashboard, go to Tags and click New to create a new tag for the Bold360 AI widget.

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

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

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

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

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 about security in the Bold360 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, Bold360 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 receive email alerts about changes in an article

You can get notifications when the assignee is changed for an article and when an article is published.

Note: You must have the Enable Notifications account feature turned on to set up email alerts. Contact your Customer Success Manager to enable it for you.

There are two types of changes that you can get notifications about:

  • When the article's assignee changes, meaning that the article's Content editor changes. To do so, open an article and click Assign To on the right of the article. Then assign the article to a new user.
  • When someone publishes an article for the first time or changes and publishes the article
Note: You cannot receive a summary email about the changes every X hours or days, as notifications are sent dynamically.
  1. In the Bold360 AI platform, go to the Admin Center > KB Setup.
  2. On the Notifications tab, select the requested alerts.
  3. Click Save.
  4. Periodically check your email inbox to see the notifications. In the email notification, you can see the Article ID and additionally get a direct link to open the related article.

How to search your work items in the Web Workspace

In the Web 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 Web 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 transfer a chat in the Web 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 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.

How to start a PIN-based remote access session in the Web 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 start a PIN-based co-browse session in the Web 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 start remote access from a standard chat in the Web 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 customize the default Operator view in the Web 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 Web 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 Web Workspace

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

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Web 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).

Featured

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

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

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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