GS Admin Articles

Email Category, Status and Custom Field setup

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

Note: An Enterprise subscription is required.

Setting up email Category values

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

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

Setting up email Status values

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

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

Setting up email Custom Field values

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

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

How to 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.

How to create an email signature for an agent

Create an email signature that can be attached to outgoing email messages.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Email Settings tab, set the following options:
    Option Description
    Email Name The name to show in the email From field.
    Email Account The email account to associate with the agent.
    Use Email Signature

    Never ? Do not add the email signature to outgoing emails.

    First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply).

    All Outgoing ? Always add the email signature to outgoing emails.

  3. To set up the signature, use the HTML and/or plain text editor.
  4. Save your changes.

How to create and edit a custom canned message

Operators can create their own canned messages for their individual use and organize canned messages according to their own preferences.

Restriction: You must have the following permission from your administrator: Can Use Personal Canned Messsages.
  1. Click Setup > My Canned Messages Setup.
  2. Select an existing message or click the Create a new item icon in your preferred folder.
    Option Description
    Name The name of the custom canned message. This field is only used internally for identification and referencing and never displayed to visitors.
    Access Key The access key is a key combination that inserts the message into a chat.
    Shorthand code The shorthand code is a typed shortcut that inserts the message into a chat. Type the shorthand code followed by a space in the chat editor to automatically complete the message. The shorthand code can only contain alphanumeric characters.
    Show in Answer Dropdown Determines whether the canned message appears in the chat editor dropdown list.
    Language This value acts as a filter to ensure that you see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed as <Not specified>.
    Keywords Assign keywords to canned messages to find them more easily in the chat editor.
  3. Type and format the message.
  4. Save your changes.

Additional Configuration - Canned Messages

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

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

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

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

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

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

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

  4. Save your changes.

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

How to set up canned messages

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

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

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

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

Canned messages for agents

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.

  1. Choose the channel for which you want to create or edit a canned message:
    • Chat: Channels > Chat > Canned Messages
    • Email: Channels > Email > Canned Messages
    • Messaging: Channels > Messaging > Canned Messages
  2. Create, edit, or copy a canned message on the Canned Messages page, as follows:
    • To create a new message, click Create New
    • To edit, click an existing message
    • To copy, click the Copy icon next to an existing message
  3. Name and identify the message so agents can find it:
    Option Description
    Name This is never seen by customers; used to identify and reference the message.
    Subject For messages that are auto answers, the subject is shown to customers as a label in search results.
    Keywords Enter words and phrases that help identify this message as relevant to a conversation.
    Shortcut To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)
  4. Set the message's Language.

    This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

    Result:

    Tip: Subject, Keywords, and Body should use the same language.
  5. Type and format the message.
    Channel Options
    Chat HTML* or plain text
    Email HTML* or plain text
    Messaging Plain text
    *HTML Variables For HTML, you can insert variables in ${variable_name} format. For example, use the variable ${login.ChatName} to insert the agent's chat name into the canned message.

    Available variables:

    • ${chat.ChatUrl} - The URL of the chat from where the customer started the chat session
    • ${chat.ChatName} - The name of the customer 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 customer.
    • ${chat.CountryCode} - The two-digit code of the country where the customer started the conversation
    • ${chat.RegionCode} - The region or ZIP code of the country where the customer started the conversation
    • ${chat.City} - The city where the customer started the conversation
    • ${chat.VisitEmailAddress} - Email address of the customer as provided on the pre-chat form
    • ${chat.VisitPhone} Phone number of the customer 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.
  6. Save your changes.

    Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.

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 set operator hours

You can set unique business hours per operator.

  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/Edit.

    Result: The New/Edit Operator window is displayed.

  3. On the Other Settings tab, select Enable Operator Hours.
  4. Define a time range.

    Result: At any time outside of the range, the operator is set to Away.

  5. To prevent operators from manually overriding their hours, select Enforce operator hours.
  6. Save your changes.

    Result:

How to force an operator to change their password

Force an operator to change their password upon next login.

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

    Result: The Account Setup window is displayed.

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

    Result: The New/Edit Operator window is displayed.

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

How to filter canned messages based on chat content (Adaptive Canned Messaging)

Adaptive Canned Messaging uses adaptive learning techniques to present the most relevant canned messages to the operator. Depending on certain factors, such as frequency of use, the context and relevance of messages are weighted and learned over time to generate better adaptive responses to a visitor's query.

Note: ACM logic is also utilized with Auto Answers.
  1. From the main menu of the operator client, go to Setup > Account Setup > General > Operators.
  2. At the top of the Account Setup ? Operators window, click New or select an existing operator and click Edit

    Result: The Operator window is displayed.

  3. Click the Other Settings tab and make sure Use Adaptive "Learning" is selected.

    Don't see the Other Settings tab? You may need to scroll through tabs to find it.

  4. The operator must log off and back on before the setting takes effect.

How does it work in practice? When are "learned" canned messages presented to the operator?

  • When a visitor sends a new message
  • When the operator types into either the search field or the text input field, then pauses for one second
  • When the operator highlights chat text, then pauses for one second

SMS Category, Status and Custom Field setup

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

Note: An Enterprise subscription is required.

Setting up SMS Category values

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

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

Setting up SMS Status values

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

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

Setting up SMS Custom Field values

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

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

How to create canned messages for operators

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

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

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

  5. Set the message's Language.

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

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

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

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

  7. Save your changes.

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

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

How to set an operator image for chat and invites

Set a photo or other image to be placed in invitations and chat messages.

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

    Result: The Account Setup window is displayed.

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

    Result: The New/Edit Operator window is displayed.

  3. Select an operator.
  4. On the Other Settings tab under Invite Image, enter the URL of the image you want to show in invitations.
    Remember: Images are not uploaded to BoldChat.
  5. On the Other Settings tab under Chat Image, enter the URL of the image you want to show in the chat window.

    For secured sites, the URL must contain https.

  6. Save your changes.

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 allow operators to manage their own canned messages

Premier and Enterprise subscribers can allow operators to create messages for their individual use and organize canned messages according to their own preferences.

Set the following permission to allow operators to use the My Canned Messages feature:

Setup > Account Setup > General > Permission Groups > New/Edit > Account > Can Use Personal Canned Messages
Operators are now able create and manage canned messages on the operator client at Setup > My Canned Messages

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 custom operator statuses

Custom operator statuses extend the range of operator statuses beyond the built-in Available/Away options.

Create custom operator statuses to indicate commonly recurring operator activities, such as being on the phone, and enhance operator productivity by automating status switching with Worklow API integration.

Note: An Enterprise subscription is required.
  1. In the Desktop Client, go to Setup > Account Setup.
  2. In the left pane, select General > Custom Operator Statuses.
  3. Click New or Edit in the top menu and set up your custom status.
    Option Description
    Name The name of the status that is also visible to operators.
    Enabled Enables/disables the status. When a status is disabled, it cannot be used.
    Services The services that the status applies to. If a service is not selected, operators cannot be in this status for the particular service.
    Only allow operators to remain in this status for a certain amount of minute(s) When the timer is enabled, the operator's status is automatically set to the status selected from the menu after the defined amount of minutes.
    Allow operators to change into or out of this status

    When disabled, the operator status can only be altered in the following scenarios:

    • Via an API call.
    • Once this status' timer expires when the Only allow operators to remain... setting is enabled.
    • When another status' timer expires, and it is configured to switch into this status.
  4. Click Save.
The new operator status is available for all operators.

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.

Customize customer information shown on the agent workspace

You can customize the information shown to agents in the customer information section of the Agent Workspace.

  1. In the Web Admin Center, click Customers > Customer Info Card.

    Result: The Customer Info Card page is displayed.

  2. Per channel, choose the fields to be shown to agents on the customer information card. For more information about the Customer Info Card, see Where to find customer information.
  3. Save your changes.

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.

Additional information

As a manager or administrator, you should be aware of the following additional features and information when working with Digital DX.

Data Residency

Digital DX data residency options match those discussed here.

How Customer History is generated

On the Customer History panel, agents are shown all previous interaction per channel from a given customer.

How does Digital DX determine a customer's identity? How do we know a customer is the same customer?

  • Chat customers are identified by a visitor ID: They retain the same visitor ID as long as they use the same computer and browser and do not clear their cookies.
  • Email customers are identified by an email address.
  • When a customer uses both chat and email, if the customer 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."
  • Facebook Messenger customers can be identified if they provide their email.
    Tip: When setting up a Facebook Messenger account, we recommend using the Auto Responder Create Email Prompt Rules feature. This creates a set of rules that automatically asks the customer to enter their email address.

Data Retention Options

You can set Digital DX to automatically recycle or delete chat data.

Bold360 Plus subscribers with proper permission settings can activate data retention at the following location: General > Data Retention

The ability to change data retention settings is disabled for all permission groups by default and must be explicitly enabled with the Access Data Retention Settings permission. Use caution when granting permission to use this feature.

You can choose to automatically move chat sessions to the Recycle Bin or to permanently delete the chat session data. In either case, this is done after the chat has been closed for the specified number of days.

Permanent deletion

  • When you choose to permanently delete chat session data, the data is permanently removed from the system without passing through the Recycle Bin.
  • This data cannot be recovered.

Recycle Bin

  • When you move chats to the Recycle Bin, they are not immediately permanently deleted: Instead agents are prevented from seeing the data in their Bold360 agent workspace.
  • You can set up an automatic purging of the Recycle Bin after items have been in the bin for a specified period of time (General > Data Retention > Recycle Bin Settings > Permanently delete chat records after X days in the Recycle Bin).
  • Once items are purged from the Recycle Bin, they are similarly permanently deleted and cannot be recovered.

Delete partial data

  • The main chat session record can be retained for historical reference and reporting, while other data associated with the chat session is deleted. For example, you can delete the chat transcript data (messages exchanged during chat between the customer and the agent), but leave the rest of the chat record information for historical reference and/or reporting.
  • Partial data deletion results in permanent deletion with no recovery option
  • This feature can also be used in conjunction with the complete record deletion option. For example, you could setup to permanently delete the chat transcript data after 90 days, and then permanently delete (or recycle) the complete chat records after 180 days.

How to generate reports on chats before those are deleted?

You can only report on chats that are neither deleted nor in the Recycle Bin. To do so, you have the following options:

  • Set up scheduled reports to be emailed to recipients to report on the chat data before it is deleted. For example, if chats are deleted every 60 days, have scheduled reports run monthly.
  • Use partial deletion as described above. This permanently removes most chat data, such as the customer and agent chat messages, but keeps the chat record itself so that those appear in reports, like the Chat Summary Report.
Important: For Agents, viewing the recycle bin is generally disabled by default. To enable it, go to Organization > Permission Group and select the group of your agents. Then on the Account Settings page, enable View/Undelete from Recycle Bin.

How to display agent performance indicators in the Agent Workspace

Let agents see their performance at a glance. This helps setting goals for agents and provides them real-time visibility into how they are tracking on their goals for better motivation.

Important: You must have the Actions > Chats > Performance Indicators permission enabled to use this feature.
  1. In the Web Admin Center, go to Organization > Agent Performance Indicators.
  2. Enable Show chat performance indicators for agents.
  3. Click Add new indicator and select the indicator that you want agents to see.

    You can add up to 10 indicators from the following:

    • CC - Closed chats: Number of chats the agent closed
    • NoC - Number of conversions: Number of chats that resulted in sales
    • VoC - Value of conversions: Total value of those sales
    • NPS - Calculated NPS: Net Promoter Score provided by customers in post-survey forms
    • K - Knowledge: Agent's knowledge rated by customers in post-survey forms
    • O - Overall: Agent's overall performance rated by customers in post-survey forms
    • P - Professionalism: Agent's professionalism rated by customers in post-survey forms
    • R - Responsiveness: Agent's responsiveness during chat rated by customers in post-survey forms
  4. In the Duration field, select whether the indicator should display results for the current day or week.

    Use the Compare to column to display a difference in percentage between the agent and a target audience over the specified period in the Duration field.


  5. Save your changes.
Agents will have a quick view of the top three indicators on their workspace. Agents can expand this quick view to see the remaining indicators.

What are best practices for setting up agent KPIs?

We recommend enabling agent performance indicators so that agents have performance targets. When you set performance targets for agents, consider the following:

  • Agents should be able to handle 2-3 concurrent chats with average of 30-60 chats per day
  • Agents should type at least 45 word per minute with 90% accuracy. You can use www.typeracer.com for typing test
  • Agents should have Average Speed to Answer (ASA) of less than 30 seconds
  • Agents should have Average Response Time (ART) to a visitor's last message of less than 45 seconds
  • Agents routing should be prioritized based on skill set or level, and based on who is the least busy
  • Proactive invitation images and rules should be A/B split tested to identify highest rates of acceptance
  • Agents should have 4.0+ out of 5-star rating for post chat survey / CSAT scores

This will help with goal setting for agents and will give them live visibility into how they are tracking on their goals for better motivation.

Ticketing Category, Status and Custom Field setup

BoldChat's integrated ticket management solution allows Enterprise subscribers to manage internal tasks, customer follow-up, sales activities, operations projects, or billing inquiries.

Add a ticket

To add a ticket, go to the left menu of the operator client and click Tickets > New. For more information about how operators can work with tickets, see the Operators Guide.

Setting up ticket Category values

Create values that are presented to operators as options under Category on a ticket form.

Fastpath: To create a ticket Category value, go to Setup > Account Setup > Contacts > Contact Categories.

Setting up ticket Status values

Create values that are presented to operators as options under Status on a ticket form.

Fastpath: To create a ticket Status value, go to Setup > Account Setup > Contacts > Contact Custom Fields 1 or 2.

Setting up ticket Custom Field values

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

Fastpath: To create a ticket Custom Field value, go to Setup > Account Setup > Tickets > Contact Custom Fields 1 or 2.



Figure 1. Forms showing the fields where operators can select Ticket values

Optional tasks for admins

You can perform optional tasks, such as setting up pro-active chat invitations or customize your chat window.

Announcements

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Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of January 18, 2022

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11