GS Agent

Smart Response: Find responses based on chat content

Smart Response offers canned messages to agents based on the content of a chat conversation.

To check for Smart Responses, press Ctrl + Space while in the chat field. The Smart Response engine analyzes the conversation and suggests relevant canned messages. Multiple responses may be shown, each with a two-line preview.

Navigate through the list and choose a response to send. You can edit before sending.

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

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

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.

Note: You cannot change the sound volume of notifications.

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

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

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

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

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

Result: You are prompted to select a discussion partner.
Select an Operator and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

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

How to view incoming emails

Note: An Enterprise subscription is required.

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.
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.
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 discuss a customer's email with another agent

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

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

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

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

Result: You are prompted to select a discussion partner.
Select an Agent and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

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

How to monitor the emails of your organization

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

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

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

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

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

View email details

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

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

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

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

Manage your email threads

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

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

Set up warnings for your emails

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
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.
Click OK to save your changes.
Result:

How to answer an email

Note: An Enterprise subscription is required.

Select the email thread (see How to view incoming emails).
From the email thread in the main pane, select the email to respond to.
Above the email details (Date, From, To, Subject), click Reply (single email icon).
Note: There is no limit on the length of an email's subject when you create a new email, but you should consider that messages with concise subjects are more likely to be read.
Enter the response, then, above the email details, click Send this email (single email icon).

Tip: When composing an email, the To, CC, and BCC fields remember email addresses used in the past. The list is maintained per-operator and is initially empty. To manage the remembered list, right-click the drop-down to delete a single addresses or the entire list.

Tip: To manage email signatures that you can insert in your emails and edit before sending, go to Setup > My Email Signature Setup. Proper permission may be required from your BoldChat administrator before you can manage your own signatures.

Email with customers

Everything you need to know about working with email in Digital DX.

To work with an incoming email, select the email you want to work with on the left side of the workspace.

To create a new email, click the + (plus) icon.

Email options

View customer information and history: When an email is minimized, click Show info. When an email is maximized, details are shown automatically.
Open in a new browser window
Reply, Reply All, Forward, Close Now: Standard email options.
Prepare a wrap-up: Click My Wrap-up to prepare notes about the session.
Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
Transfer: Click Transfer to assign the email to another Operator or department in your organization.

Options when replying to a message

Send

Sends your message and leaves the email open.

Send & Close

Sends your message and closes the email.

Subject & Recipients

Select the recipients of your email.

Close

Closes the email. You must confirm that you want to close the email by clicking one of the following:

Yes - Closes the email. Next time you close an email, you will see the same dialog.
Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
No, continue the email - Select if you want to continue the email conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end email.

Cancel

Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

Canned messages are predefined strings of text that an Operator can insert into a conversation. With canned messages, Operators can send common responses without typing.

To toggle canned messages on/off while composing an email, click the icon that looks like a can along the right side of the page.

Insert a canned message

To insert a canned message into the body of an email, simply click it.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing Top folder, you can search all available canned messages.

How to view incoming SMS messages

Note: An Enterprise subscription is required.

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.
From the list of SMS threads, select the item you want to view.
Tip: You may need to use the folder structure on the left to navigate to the desired item.
In the main pane, select the SMS tab.

How to search for an SMS message

Note: An Enterprise subscription is required.

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.
In the upper-right corner, above the list of SMS threads, click the Search icon (binoculars).
Result: The Search SMS window is shown.
Enter the keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results will be displayed on the left.
Select a result on the left for the full details to be displayed on the right.
Result: The displayed SMS can now be answered or managed as usual.

How to monitor traffic on messaging channels

You can monitor the performance of your WhatsApp and Microsoft Teams messaging channels in the AI Console as well as the Agent Workspace.

Monitoring capabilities in the AI Console

You have the following options to run reports and monitor messaging conversations:

Engagement Dashboard: provides a view on the total number of engagements, the number of engagements escalated to agents and so on. See What do I see on the Engagements Dashboard? for more information.
Dashboard: You can look at voices for the knowledge base you have for messaging, or filter the dashboard using the context you use for messaging to see how your messaging channel is doing. See What do I see on the Dashboard? to learn more.

Monitoring capabilities in the Agent Workspace

The following options are available to run reports and monitor messaging conversations:

You can view active bot, queued, assigned to agent as well as closed messaging conversations in the Monitor View of the Agent Workspace.
You can run reports on messaging conversation data with Data Extraction API methods. For more information, see the Developer Center.
You can run status and summary reports on messaging conversations. For more information see Messaging Apps Reports.

What are canned messages in Digital DX?

In Digital DX, 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 enter them.

You can create canned messages in the Web Admin Center.

After setting up canned messages, they will be immediately available for agents in the Agent Workspace. They can search for messages on the Canned Messages panel and can select a message to insert it in the chat panel.

Note: Inserted messages are not immediately sent, only copied to the chat panel.

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

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 Digital DX AI knowledge base. This knowledge base is selected when Digital DX Agent and AI are integrated.

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. See What is Smart Advisor? to learn more.

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:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
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.
Click OK to save your changes.

Monitor bot chats

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

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

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

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

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

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

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

Messages are grouped on the following tabs:

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

View message details

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

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

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

Agent messages

Number of messages the Operator has sent.

Answered

Time and date when the message was first answered.

Channel name

Name of your additional messaging channel that has been set up for you.

City

The city where the customer started the conversation.

Closed

Time when the message was closed and was listed on the Closed tab.

Country

The country where the customer started the conversation.

Created

Time and date when the customer clicked the message button.

Customer Email

Email address of the customer.

Customer messages

Number of messages the customer has sent.

Customer name

Name of the customer. Displays the customer's first name only if a last name is also provided.

Department

The Digital DX department of the Operator.

Folder

The messaging folder in Digital DX where the message is saved.

Language

The language of the message, which is English (en-US) by default.

Last message person type

The person who sent the most recent message, which is either the customer or the Operator.

Last message sent

Date and time when the customer's most recent message was received.

Message type

The type of message the customer sent. The following types are supported:

Facebook (available for Agent Workspace users only)
SMS
Message, which represents a conversation on your additional messaging channels

Messaging ID

The unique identifier of the message thread.

Phone

Phone number of the customer.

Region

The region of the country where the customer started the conversation.

Response time

The total time in seconds that the customer had to wait for answers.

Started

Time and date when the message was started.

Urgency

Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

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

Set up warnings for your messages

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
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.
Click OK to save your changes.

How to answer an SMS message

Note: An Enterprise subscription is required.

Select the SMS thread to respond to (see How to view SMS messages).
In the toolbar of the main area, under the SMS tab, click the Answer this text icon (phone).
Enter the response and click Send.

Canned messages for chat: Using predefined replies in the Agent Workspace

Canned messages are predefined strings of text that an Operator can insert into a conversation. With canned messages, Operators can send common responses without typing.

Important: You must have Setup > Chats > Chat Canned Messages permission to use canned messages.

Show or hide canned messages in the workspace

To toggle canned messages on/off while chatting, click the icon that looks like a can at the top of the workspace or on the chat panel when in minimized view.

Insert a canned message

To insert a canned message into an active chat, simply click it.

The message is inserted in the chat panel but not sent. Press Enter to send.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing "Top folder" you can search all available canned messages.

What are best practices for using Canned Messages?

We recommend setting up Canned Messages so that agents can provide quick, canned responses. This allows agents to be more efficient by handling multiple chats at once with the power to send pre-built messages.
Build folders of Canned Messages to be used by different teams
Limit who has access to which Canned Message folders via permission groups
Set up shortcuts and encourage agents to leverage shortcuts
Include hyperlinks, images, and videos
Correlate specific Canned Message folders with a particular chat window
Leverage variables such as ${login.Name} or ${chat.ChatName}
Canned Messages will save your agents time, and result in reduced response times and better customer experiences. Decreased ART and ASA increase efficiency and therefore reduce cost and increase customer satisfaction.

Canned messages for chat: Using predefined replies

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

Important: You must have Setup > Chats > Chat Canned Messages permission to use canned messages.

Show or hide canned messages in the workspace

To toggle canned messages on/off while chatting, click the icon that looks like a can at the top of the workspace or on the chat panel when in minimized view.

Insert a canned message

To insert a canned message into an active chat, simply click it.

The message is inserted in the chat panel but not sent. Press Enter to send.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing "Top folder" you can search all available canned messages.

What are best practices for using Canned Messages?

We recommend setting up Canned Messages so that agents can provide quick, canned responses. This allows agents to be more efficient by handling multiple chats at once with the power to send pre-built messages.
Build folders of Canned Messages to be used by different teams
Limit who has access to which Canned Message folders via permission groups
Set up shortcuts and encourage agents to leverage shortcuts
Include hyperlinks, images, and videos
Correlate specific Canned Message folders with a particular chat window
Leverage variables such as ${login.Name} or ${chat.ChatName}
Canned Messages will save your agents time, and result in reduced response times and better customer experiences. Decreased ART and ASA increase efficiency and therefore reduce cost and increase customer satisfaction.

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

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

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

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click an SMS message.

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

Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an Operator or department. Select the receiving Operator or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to accept a text message (SMS)

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

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

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click an SMS message.

Tip: The chat at the top of the list may be the most urgent (newest).
Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

How to transfer a message in the Agent Workspace

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

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.
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.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
Select a message on the Queued, or Assigned to Agent tab.
Result: You can select multiple messages to transfer.
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.
Click Transfer.
Note: When you transfer a message to an Operator, make sure their workload allows them to take an additional message. The number next to an Operator's name represents their current tasks, excluding emails.

You can also transfer the message to yourself by clicking Assign to me.

How to monitor the messages of your organization

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

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

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

Messages are grouped on the following tabs:

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

View message details

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

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

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

Agent messages

Number of messages the agent has sent.

Answered

Time and date when the message was first answered.

Channel name

Name of your additional messaging channel that has been set up for you.

City

The city where the customer started the conversation.

Closed

Time when the message was closed and was listed on the Closed tab.

Country

The country where the customer started the conversation.

Created

Time and date when the customer clicked the message button.

Customer Email

Email address of the customer.

Customer messages

Number of messages the customer has sent.

Customer name

Name of the customer. Displays the customer's first name only if a last name is also provided.

Department

The department of the agent.

Folder

The messaging folder where the message is saved.

Language

The language of the message, which is English (en-US) by default.

Last message person type

The person who sent the most recent message, which is either the customer or the agent.

Last message sent

Date and time when the customer's most recent message was received.

Message type

The type of message the customer sent. The following types are supported:

Facebook
SMS
Message, which represents a conversation on your additional messaging channels

Messaging ID

The unique identifier of the message thread.

Phone

Phone number of the customer.

Region

The region of the country where the customer started the conversation.

Response time

The total time in seconds that the customer had to wait for answers.

Started

Time and date when the message was started.

Urgency

Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

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

Set up warnings for your messages

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

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
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.
Click OK to save your changes.

How to transfer a message

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

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.
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.

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

Smart Response: Find responses based on chat content in the Agent Workspace

Smart Response offers canned messages to Operators based on the content of a chat conversation.

To check for Smart Responses, press Ctrl + Space while in the chat field. The Smart Response engine analyzes the conversation and suggests relevant canned messages. Multiple responses may be shown, each with a two-line preview.

Navigate through the list and choose a response to send. You can edit before sending.

How to change the language of the Agent Workspace

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

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

Digital DX supports the following languages:

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

How to print a chat transcript

To obtain a hard copy of a chat, you can print the transcript of the session.

Select the chat you would like to send.
In the toolbar above the chat list, click the Print icon.
Tip: The visitor may also have the ability to print the chat transcript by clicking the Print icon in the lower-right corner of a pop-up chat window (visitor-side printing is not available with layered chat windows).

How to organize chats by status

You can create status values that operators can assign to closed chats during the post-chat procedure.

Create status values, as follows:
1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Statuses
2. Click New.
3. Name the new value and save your changes.
  The new value is available as a list item in the Status) field at the top of the chat area.
The operator is now able to assign the value to a closed chat using the Status field.

How to organize chats by custom values

You can create custom values that operators can assign to closed chats during the post-chat procedure.

Create custom values, as follows:
1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Custom Field (1 or 2)
2. Click New.
3. Name the new value and save your changes.
  The new value is available as a list item in the Custom (1 or 2) field at the top of the chat area.
The operator is now able to assign the value to a closed chat using the Custom (1 or 2) field.

Where to find agent stats in the Agent Workspace

Agents can view statistics on their performance at a glance in your workspace.

The quick view of your agent stats is at the bottom-left of the workspace. It allows you to see up to three stats that the admin considered the most important ones.

To see the details of your stats and to view other performance indicators that your admin defined, expand the agent stats panel.

These indicators provide the following information:

Your progress (in percentage) of reaching the daily or weekly target
The current value of the selected performance indicator
The target value of the selected performance indicator

An administrator can define the following indicators:

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

Note: Your daily and weekly agent stats also depend on the time zone settings of your LogMeIn account. Choosing the correct time zone impacts reporting.

How to accept a chat in the Agent Workspace

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

A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
Under Live Sessions, click any chat.
Result: The chat opens in a column in the workspace to the right and is ready to work with.
To accept a chat without working on it right away, click Quick Accept.
Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
If a welcome message is set for the Operator then clicking Quick Accept also sends that message to the customer.
A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another Operator and the status of the current Operator is set to Away.

What can you do during a chat session?

View customer information and history

When a chat is minimized, click Show info.

When maximized, click the Customer info button at the top of the workspace.

Show custom integrations

Maximize the chat. Custom integrations are displayed at the top of the workspace.

Send a link to a web page (URL)

In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.

Push a web page (URL)

In the chat panel, use Push web page to automatically open a URL in the customer's default browser.

Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.

Insert an image (URL)

In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.

Transfer a file

When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

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

To enable file transfer, see Enable file transfer in the chat window.

Flag a chat

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

Note: You can also flag chats in Monitor View.

Increase text size of your chat panel

For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations in the Agent Workspace.

Block a customer from chatting with Operators

Click the hand icon to block a customer from chatting with Operators of your organization. An admin can later unblock the customer. See How to block customers during chat in the Agent Workspace.

End the chat

Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:

Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
No, continue the chat - Select if you want to continue the conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end chat.

What are best practices for agents?

Use standard greeting
Use Quick accept when on multiple chats
Reply quickly even if it to say you need more time
Use Canned Messages for standard responses
Use a simple pre-chat form and do not make too many fields mandatory
Ask for feedback (CSAT survey)
Use meaningful wrap-up (disposition codes)
Increase text size for accessibility purposes as applicable
Leverage suggestions for agent feedback on chatbot content
Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.
Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

Where to find customer information in the Agent Workspace

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

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

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

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

Figure 2. Operator's experience in compact view

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

Customer information is organized into the following categories:

General

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

Location

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

Pre-Chat form

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

Routing

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

Info

Chat ID

Bold360-assigned unique identifier for each chat.

Visit ID

Bold360-assigned unique identifier for each site visit.

IP Address

The IP address of the customer.

Reverse IP Address

The host name associated with the customer's IP address.

Website

The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.

Client type

Client type of the chat that the chat assignment belongs to.

Chat Launch URL

The URL of the website where the customer started the chat.

Current URL

The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.

Custom URL

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

Ended reason

Displays the reason the chat ended:

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

Events

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

Agent

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

Post-Chat form

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

Wrap-up

User category: The User category that the Operator selects in the post-chat form.
Status: Status of the customer as selected by Operator in the post-chat form.

Custom field 1: The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2: The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Outreach details

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

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

How to set text size for conversations in the Agent Workspace

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

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
Start a chat with a customer.
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.
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 view department-level workload in the Agent Workspace

Monitor View provides an overview of the workload and availability on the different channels of all departments in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see your departments' workload, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.
Select Departments at the top of the page.

Workload and availability are displayed on all channels for each department. Additionally, when you have multiple departments, the Summary row at the top of the list displays the total number of work items assigned to Operators and waiting in queue per channel. Data on the Departments tab refreshes every five minutes.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of selected departments only.

In Monitor View, go to the Live Workload tab.
Select Departments at the top of the page.
In the top-right corner, click the department selector.
Select one or more departments.
The list is updated automatically.

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

How to interpret department workload

The Live Workload page provides a wealth of information for supervisors:

Department Name - Name of the department as created in the Admin Center. Also displays the number of Operators currently signed in to the Agent Workspace.
Agent Status - Under each channel, you see the number of Operators available per department. Operator status refreshes in real time.
Bot - The number of bot chats per department. You must have a Digital DX AI platform account to see this column.
Queue - The number of work items in queue per department. Also displays the longest waiting time per department.
Assigned - The number of work items assigned to Operators per department.
Link to live agents - When the department has at least one available Operator, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of available Operators.
Link to current work items - When the department has at least one active work item - whether queued, taken by an Operator, or the handled by the bot -, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of related work items.
Summary in the header - When you have multiple departments listed, the Summary row at the top lists the combined workload in all departments currently displayed. These numbers are automatically updated when you change the department filter.

How to view Operators' live workload and availability in the Agent Workspace

Monitor View provides an overview of the workload and availability on the different channels of all Operators in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see Operators' workload, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.

Workload and availability are displayed on all channels for each Operator who is currently signed in to the Agent Workspace. Additionally, at the top of the list, you see the total number of work items assigned to Operators and waiting in queue per channel. Data refreshes every minute.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of Operators in selected departments only. This way, you get an overview of how busy a specific department is.

Note: An Operator may be the member of - and receive work items from - multiple departments. When you filter for the Operators of a department, work items that are assigned to an Operator from other departments are also listed here.

To see the workload of a department,

In Monitor View, go to the Live Workload tab.
In the top-right corner, click the department selector.
Select one or more departments.
The list is updated automatically.

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

How to interpret Operator workload

The Live Workload page provides a wealth of information for supervisors. Besides listing those Operators who are currently signed in to the Agent Workspace, you get the following details:

Agent name - The name of Operators may be listed multiple times when they are logged in from multiple browsers.
Agent status - Under each channel, you see the availability of the Operator. A green dot signals that the Operator is available, whereas a yellow dot marks the Operator as unavailable. The name of custom Operator statuses are displayed as labels. Under the availability mark, you see how long the Operator has been in that status. Operator status refreshes in real time.
Agent workload - The number of work items currently handled by each Operator. When concurrent limits are also set for the Operator, you can see the maximum number of work items that Automatic Distribution can assign to an Operator at a time. "Unlimited" means that Automatic Distribution is enabled, but there are no concurrent limits set. When Automatic Distribution is disabled, the maximum number of work items is not displayed. See How to automatically activate chats (Automatic Chat Distribution).
Note: By manually taking the next item from the queue, Operators can exceed their concurrent limits.
Link to current work items - When the Operator has at least one active work item, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of work items.
Combined workload in the header - At the top of the list, you can see the combined workload of all listed Operators. These numbers are automatically updated when you change the department filter:
- Capacity - The maximum concurrent capacity in Automatic Distribution settings.
- Assigned - The number of work items currently assigned to the listed Operators. An Operator may have assigned items from departments that are excluded from the current view. Those assigned work items are also included in this field.
- In queue - The number of customers currently waiting in queue on the specific channel.

How to force Operators to log out from the Agent Workspace

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To force Operators to log out, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.
Click Agents at the top of the page and then select one or more Operators.
Click Force log out at the bottom of the page.

Agent Workspace for Operators

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

Note:

The Agent Workspace refers to co-browse as ActiveAssist.

Setting up & logging in to the Agent Workspace

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

Remember: If you log in using a BoldChat account, contact your account manager or sales representative for assistance accessing thee Agent Workspace.

Important: The Agent Workspace is intended for use with Automatic Distribution. Unassigned items are not shown in the Agent Workspace.

Quick Reference Card

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

How to access your Digital DX Agent Workspace

Operators have the following options to access their workspace:

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

How to use Agent Workspace as an Administrator

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

Requirements

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

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

Customize the Visitor Information Section

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

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

Single Sign-on

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

Other Notes for Managers & Administrators

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

How to transfer a chat in the Agent Workspace

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

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

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.
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.

To list chats, click the arrow in the-top left corner of the Operator workspace above your list of sessions.
Select a chat on the Queued or Assigned to Agent tab.
Result: You can select multiple chats to transfer.
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.
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 customize the default Operator view in the Agent Workspace

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

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
At the top right of the workspace, select the panels - or "swimlanes" that you want to display.
Save your changes.

How to switch account in the Agent Workspace

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

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
At the bottom left of the workspace, hover the mouse over the icon with your initials and click Switch Account.
You are redirected to the account selector page, where you can choose another account to sign in to.

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

How to search your work items in the Agent Workspace

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

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

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

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

Keyword search: Type a keyword that you are looking for in the content of work items.
When you search without a keyword, all work items for the selected date, conversation type, Operator, or department are listed.
Date range: Select the period of time that you want to search for work items.
Conversation type: Select whether you want to search chats, messages, emails, or all of these.
Agent: Select the Operator whose work items you want to search.
Department: Select a department for your search.

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

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

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

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.
Select a period of time to list work items.
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 Agent Workspace

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

Log in to the Agent Workspace at agent.bold360.com.
To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
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.
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.
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.
Search for the chat ID.
Click the chat to see its details, including the transcript.

How to join a chat during an internal discussion in the Agent Workspace

During a discussion, the original Operator may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.

Figure 1. Operator view of the discussion

Figure 2. Customer view of the discussion

Where to find Operator stats in the Agent Workspace

Operators can view statistics on their performance at a glance in your workspace.

The quick view of your Operator stats is at the bottom-left of the workspace. It allows you to see up to three stats that the admin considered the most important ones.

To see the details of your stats and to view other performance indicators that your admin defined, expand the Operator stats panel.

These indicators provide the following information:

Your progress (in percentage) of reaching the daily or weekly target
The current value of the selected performance indicator
The target value of the selected performance indicator

An administrator can define the following indicators:

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

Note: Your daily and weekly agent stats also depend on the time zone settings of your LogMeIn account. Choosing the correct time zone impacts reporting.

How to accept a chat

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

A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
Under Live Sessions, click any chat.
Result: The chat opens in a column in the workspace to the right and is ready to work with.
To accept a chat without working on it right away, click Quick Accept.
Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.
A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

What can you do during a chat session?

View customer information and history

When a chat is minimized, click Show info.

When maximized, click the Customer info button at the top of the workspace.

Show custom integrations

Maximize the chat. Custom integrations are displayed at the top of the workspace.

Send a link to a web page (URL)

In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.

Push a web page (URL)

In the chat panel, use Push web page to automatically open a URL in the customer's default browser.

Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.

Insert an image (URL)

In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.

Transfer a file

When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

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

To enable file transfer, see Enable file transfer in the chat window.

Flag a chat

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

Note: You can also flag chats in Monitor View.

Increase text size of your chat panel

For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations.

Block a customer from chatting with agents

Click the hand icon to block a customer from chatting with agents of your organization. An admin can later unblock the customer. See How to block customers during chat.

End the chat

Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:

Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
No, continue the chat - Select if you want to continue the conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end chat.

What are best practices for agents?

Use standard greeting
Use Quick accept when on multiple chats
Reply quickly even if it to say you need more time
Use Canned Messages for standard responses
Use a simple pre-chat form and do not make too many fields mandatory
Ask for feedback (CSAT survey)
Use meaningful wrap-up (disposition codes)
Increase text size for accessibility purposes as applicable
Leverage suggestions for agent feedback on chatbot content
Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.
Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

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

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

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
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 find chat transcripts

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

Log in to the Agent Workspace.
To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
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.
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.
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.
Search for the chat ID.
Click the chat to see its details, including the transcript.

How to find customer and assignment history

The Customer History panel displays the content of previous conversations with the selected customer over chat, email, and messaging channels. To open the Customer History and Assignment History panels, do one of the following:

In the top-right corner of the Agent Workspace, click Customer History .

Figure 1. Agent's experience in the workspace
In Monitor View, select a work item and click Customer History at the top of the information panel on the right.

Figure 2. Agent's experience in Monitor View

How to find assignment history

Important: You must have Account settings > View Assignment History permission to view the Assignment History panel. Otherwise, you can only see the Customer History panel.

The Assignment History panel shows the lifecycle of a conversation within your organization. Each time the conversation is assigned to an agent or department, Bold360 creates a new entry in the assignment history.

Assigned to: The agent who was last assigned to the work item.
Assigned by: Name of the person who last assigned the conversation to the agent. ACD is displayed when the conversation was assigned by Automatic Distribution. See How to automatically activate chats (Automatic Chat Distribution).
Department: Department of the agent who was last assigned to the conversation.
Assigned at: Time and date when the work item was assigned to the agent who is currently helping the customer.
Accepted at: Time and date when the agent last accepted the conversation.
Reassigned / Ended at: Time and date when the conversation either ended or was reassigned. When a conversation ends, its lifecycle also ends and there will be no more entries in the assignment history.
Reassigned to: Name of the department that the conversation was reassigned to. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.
Reassigned by: Name of the person who reassigned the conversation to the agent. ACD is displayed when the work item was assigned by Automatic Distribution. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.

How to view agents' live workload and availability

Monitor View provides an overview of the workload and availability on the different channels of all agents in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see agents' workload, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.

Workload and availability are displayed on all channels for each agent who is currently signed in to the Agent Workspace. Additionally, at the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Data refreshes every minute.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of agents in selected departments only. This way, you get an overview of how busy a specific department is.

Note: An agent may be the member of - and receive work items from - multiple departments. When you filter for the agents of a department, work items that are assigned to an agent from other departments are also listed here.

To see the workload of a department,

In Monitor View, go to the Live Workload tab.
In the top-right corner, click the department selector.
Select one or more departments.
The list is updated automatically.

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

How to interpret agent workload

The Live Workload page provides a wealth of information for supervisors. Besides listing those agents who are currently signed in to the Agent Workspace, you get the following details:

Agent name - The name of agents may be listed multiple times when they are logged in from multiple browsers.
Agent status - Under each channel, you see the availability of the agent. A green dot signals that the agent is available, whereas a yellow dot marks the agent as unavailable. The name of custom agent statuses are displayed as labels. Under the availability mark, you see how long the agent has been in that status. Agent status refreshes in real time.
Agent workload - The number of work items currently handled by each agent. When concurrent limits are also set for the agent, you can see the maximum number of work items that Automatic Distribution can assign to an agent at a time. "Unlimited" means that Automatic Distribution is enabled, but there are no concurrent limits set. When Automatic Distribution is disabled, the maximum number of work items is not displayed. See How to set concurrent work item limits per agent.
Note: By manually taking the next item from the queue, agents can exceed their concurrent limits.
Link to current work items - When the agent has at least one active work item, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of work items.
Combined workload in the header - At the top of the list, you can see the combined workload of all listed agents. These numbers are automatically updated when you change the department filter:
- Capacity - The maximum concurrent capacity in Automatic Distribution settings.
- Assigned - The number of work items currently assigned to the listed agents. An agent may have assigned items from departments that are excluded from the current view. Those assigned work items are also included in this field.
- In queue - The number of customers currently waiting in queue on the specific channel.

How to force agents to log out from the Agent Workspace

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To force agents to log out, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.
Click Agents at the top of the page and then select one or more agents.
Click Force log out at the bottom of the page.

How to answer incoming chats

Respond to an incoming chat initiated by a visitor.

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
Click the Chats folder on the left pane or click the temporary alert window.
Result: The Chats grid is displayed.
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.
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.

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.

To accept a video chat request, click Accept to join.

Result: The Video Chat window is displayed.
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.

Select the video and audio device you want to use.

Note: First time users: Click Allow for both device to allow Google Chrome to access your camera and microphone.

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

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

Result: Having problems? Check the following.

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

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

Click the arrow beside the Answer or Reply buttons.
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.

In the chat list, select the chat you want to discuss.
Click the Discussion tab.
Click Add Operator and select the operators with whom you want to confer.
Enter your comments or questions in the dialogue box.
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.

In the upper-right corner, above the list of Chat threads, click the Search icon (binoculars).
Result: The Search Chats window is shown.
Enter the Keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results is displayed on the left.
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.

Highlight the chat you want to join by clicking the box at the left of the chat in the chat list.
Click Join.
Result: A dialogue box is displayed at the bottom of the Operator window.
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 move a chat to a folder

Folders enable you to organize and group chats according to predefined rules or set by the administrator.

In the top left corner under Folders, right-click on Chats and select New.
Enter the name for the folder.
Locate the chat you would like to move by browsing the chats in the Chat History tab, or by searching for a keyword.
Drag and drop the chat from the list into the new folder.
Tip: Folders can be set with certain permissions to restrict access. If you move a chat into a restricted folder, then these restrictions will apply to the chat.

How to join a chat during an internal discussion

During a discussion, the original agent may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.

Figure 1. Agent view of the discussion

Figure 2. Customer view of the discussion

What keyboard shortcuts does the Agent Workspace have?

Use these keyboard shortcuts to get around quickly in the Agent Workspace.

Ctrl + Alt + H: View a list of all available shortcuts.
You can also hover the mouse over the icon with your initials in the bottom left corner of the Agent Workspace and click Settings.

Tip: This is also where you can toggle shortcuts on and off. This is useful if you are using one of the Agent Workspace shortcuts for another purpose.
Ctrl + Alt + I: Move up to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + K: Move down to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + J: While working in a column on the right side of the workspace, move left to the next open item.
Ctrl + Alt + L: While working in a column on the right side of the workspace, move right to the next open item.
Ctrl + Alt + M: Switch between extended (maximized) view of the active task and simple (minimized) view of multiple tasks.
Ctrl + Alt + N: When viewing multiple items, this opens and closes the Customer Info section of the active task.
Ctrl + Space: While in the chat field, check for Smart Responses
Enter: Accept the selected item and begin working on it
Shift + Enter: Accept an item without working on it right away (Quick Accept). 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.

Where to find customer information

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

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

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

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

Figure 2. Agent's experience in compact view

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

Customer information is organized into the following categories:

General

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

Location

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

Pre-Chat form

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

Routing

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

Info

Chat ID

Bold360-assigned unique identifier for each chat.

Visit ID

Bold360-assigned unique identifier for each site visit.

IP Address

The IP address of the customer.

Reverse IP Address

The host name associated with the customer's IP address.

Website

The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.

Client type

Client type of the chat that the chat assignment belongs to.

Chat Launch URL

The URL of the website where the customer started the chat.

Current URL

The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.

Custom URL

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

Ended reason

Displays the reason the chat ended:

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

Events

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

Agent

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

Post-Chat form

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

Wrap-up

User category: The User category that the agent selects in the post-chat form.
Status: Status of the customer as selected by agent in the post-chat form.

Custom field 1: The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2: The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Custom fields

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

Visit history

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

Outreach details

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

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

Outreach results

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

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

How to set text size for conversations

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

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
Start a chat with a customer.
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.
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.

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.
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.

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

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
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 download a list of work items to CSV

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.

In Monitor View, go to the tab where you want to export a list of work items.
You can download this list on the Bot, Queue, Assigned to Agent, and Closed tabs.
Select a period of time to list work items.
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 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 change the language of the Agent Workspace

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

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

The Agent Workspace supports the following languages:

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

How to discuss a customer's issue with another agent

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

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

Note:

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

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

Restriction: During remote access, Discussion is unavailable.

Result: You are prompted to select a discussion partner.
Select an agent or a department and click Send request. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. See How are discussions distributed when sent to a department.
Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.

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

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.

After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

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

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

What are best practices for discussing customer issues?

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

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

How to prepare a wrap-up

During a chat that is active or closed (but not ended), you can prepare a wrap-up to communicate useful information about the session.

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

To start writing your wrap-up, click My Wrap-up.
When the customer needs you, click Back to chat.

How to block customers during chat

You can block abusive customers during chat. Notice, however, that you cannot block offensive words, only customers.

Important: You must have the Actions > Chats > Block customer IP permission enabled to use this feature.

During chat, click at the bottom of the chat panel.
Confirm blocking the customer from chatting with you. This will end the chat.
If you accidentally clicked the button and want to continue the chat, click No, continue the chat.

Important: Keep in mind that blocking is based on IP address, therefore you will block all customers from a specific IP address.

When the customer tries to start a new chat, they are notified that they are blocked from chatting on your website.

Administrators can view the list of blocked customer IPs in the Web Admin Center on the General > Restrictions page, under List customer IPs to be blocked from Chats. On this page, an administrator can also unblock customer IPs.

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.

Email with customers

Everything you need to know about working with email in Digital DX.

To work with an incoming email, select the email you want to work with on the left side of the workspace.

To create a new email, click the + (plus) icon.

Email options

View customer information and history: When an email is minimized, click Show info. When an email is maximized, details are shown automatically.
Open in a new browser window
Reply, Reply All, Forward, Close Now: Standard email options.
Prepare a wrap-up: Click My Wrap-up to prepare notes about the session.
Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
Transfer: Click Transfer to assign the email to another agent or department in your organization.

Options when replying to a message

Send

Sends your message and leaves the email open.

Send & Close

Sends your message and closes the email.

Subject & Recipients

Select the recipients of your email.

Close

Closes the email. You must confirm that you want to close the email by clicking one of the following:

Yes - Closes the email. Next time you close an email, you will see the same dialog.
Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
No, continue the email - Select if you want to continue the email conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end email.

Cancel

Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

To toggle canned messages on/off while composing an email, click the icon that looks like a can along the right side of the page.

Insert a canned message

To insert a canned message into the body of an email, simply click it.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing Top folder, you can search all available canned messages.

How to view department-level workload

Monitor View provides an overview of the workload and availability on the different channels of all departments in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see your departments' workload, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.
Select Departments at the top of the page.

Workload and availability are displayed on all channels for each department. Additionally, when you have multiple departments, the Summary row at the top of the list displays the total number of work items assigned to agents and waiting in queue per channel. Users who utilize Digital DX's AI chatbot will also see the number of bot conversations on Live chat and Messaging Apps channels. Data on the Departments tab refreshes every five minutes.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of selected departments only.

In Monitor View, go to the Live Workload tab.
Select Departments at the top of the page.
In the top-right corner, click the department selector.
Select one or more departments.
The list is updated automatically.

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

How to interpret department workload

The Live Workload page provides a wealth of information for supervisors:

Department Name - Name of the department as created in the Web Admin Center. Also displays the number of agents currently signed in to the Agent Workspace.
Agent Status - Under each channel, you see the number of agents available per department. Agent status refreshes in real time.
Bot - The number of bot chats per department. You must have a Digital DX AI platform account to see this column.
Queue - The number of work items in queue per department. Also displays the longest waiting time per department.
Assigned - The number of work items assigned to agents per department.
Link to live agents - When the department has at least one available agent, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of available agents.
Link to current work items - When the department has at least one active work item - whether queued, taken by an agent, or the handled by the bot -, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of related work items.
Summary in the header - When you have multiple departments listed, the Summary row at the top lists the combined workload in all departments currently displayed. These numbers are automatically updated when you change the department filter.

Enable Agent Tips and Tricks

We have created videos designed to help agents be more productive and use specific features of the Agent Workspace more efficiently.

Remember: As an administrator, you can sign up agents for newsletters to receive information about new tips and tricks. To do so, in the Web Admin Center, go to Organization > Agents and select an agent. On the Agent Information tab, select the Receive emails with tips and tricks option.

Keyboard Shortcuts & Multiple Work Item View: Learn how to utilize keyboard shortcuts and access multiple work items to navigate the Agent Workspace more efficiently.
Agent Web Console Notifications: Learn how to enable toast notifications, sound notifications, and more so you don't miss a single interaction with the customer.
Canned Messages & Slash Commands: Learn how to maximize usage of canned messages, slash commands, and smart responses to speed up response time.
Text Editor Tips: Learn how to get the most out of the agent web console text editor with tricks such as dragging and dropping images from websites, adding attachments to live chats, and more.

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.

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.

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
At the top right of the workspace, select the panels - or "swimlanes" that you want to display.
Save your changes.

How to access your agent workspace

Operators have the following options to access their workspace:

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

How to manually start chatting with the next customer in queue in the Agent Workspace

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

Digital DX is configured to distribute chats automatically between available Operators, but Operators 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 Operator regardless of the Operator's status, and whether Automatic Distribution is enabled or the Operator's concurrent limit is reached.

Remember: This feature is enabled by default and it does not matter whether an Operator is the member of a department. If an individual Operator cannot use this feature then in the Web Admin Center, go to Organization > Agents and select the Operator. 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 block customers during chat in the Agent Workspace

You can block abusive customers during chat. Notice, however, that you cannot block offensive words, only customers.

Important: You must have the Actions > Chats > Block customer IP permission enabled to use this feature.

During chat, click at the bottom of the chat panel.
Confirm blocking the customer from chatting with you. This will end the chat.
If you accidentally clicked the button and want to continue the chat, click No, continue the chat.

Important: Keep in mind that blocking is based on IP address, therefore you will block all customers from a specific IP address.

When the customer tries to start a new chat, they are notified that they are blocked from chatting on your website.

Administrators can view the list of blocked customer IPs in the Web Admin Center on the General > Restrictions page, under List customer IPs to be blocked from Chats. On this page, an administrator can also unblock customer IPs.

How to prepare a wrap-up in the Agent Workspace

During a chat that is active or closed (but not ended), you can prepare a wrap-up to communicate useful information about the session.

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

To start writing your wrap-up, click My Wrap-up.
When the customer needs you, click Back to chat.

About the Agent Workspace

The Agent Workspace is intentionally designed for maximum speed and efficiency. The interface is optimized for agents to easily multitask across all interactions with a simple, transparent view of multiple customer engagements.

It is also easy to use and fast with shortcuts designed to keep the agents "hands on the keyboard" resolving customers' needs quickly. Use the Agent Workspace to increase agent efficiency, serve more customers, and improve results.

Get started by logging in at agent.bold360.com.

Learn the basics by reading the instructions below:

Available: Available Ready for action? Switch between Away and Available in the bottom-left corner by clicking on the applicable channels (chat, SMS, FB Messenger, email). Green means Available, orange means Away.
Grab a chat without working on it right away: Click Quick Accept to accept without working on a chat right away. Or click anywhere else to accept and move to your workspace.

Tip: When the timer runs out, the chat is reassigned.
Switch between channels: Click any chat, message or email to open it in your workspace. The active item is highlighted along its left edge.
Tip: The top item on the list may be the most urgent (newest chat/message, oldest email).
Red spot?: The red spot tells you the customer is waiting for your reply. Notice we show you the first few lines of the customer's message.
Transfer a chat: To transfer a chat to another team member, click Transfer at the bottom of the chat panel and select an available department or operator from the list.
Chat commands: In the chat panel, type a slash (/) to see the list of commands. Your administrator can also set up /slash commands for canned messages.
My Wrap-up: Click My Wrap-up to prepare your wrap-up without ending the chat.; When the customer needs you, click Back to chat.
End a chat: To end a chat, click End Chat at the bottom of the chat panel.
Tip: You can also use the /end chat command.

Previous article: Run reports on your organization

Next article: Optional tasks for admins

How to find customer and assignment history in the Agent Workspace

The Customer History panel displays the content of previous conversations with the selected customer over chat, email, and messaging channels. To open the Customer History and Assignment History panels, do one of the following:

In the top-right corner of the Agent Workspace, click Customer History .

Figure 1. Operator's experience in the workspace
In Monitor View, select a work item and click Customer History at the top of the information panel on the right.

Figure 2. Operator's experience in Monitor View

How to find assignment history

Important: You must have Account settings > View Assignment History permission to view the Assignment History panel. Otherwise, you can only see the Customer History panel.

The Assignment History panel shows the lifecycle of a conversation within your organization. Each time the conversation is assigned to an Operator or department, Digital DX creates a new entry in the assignment history.

Assigned to: The Operator who was last assigned to the work item.
Assigned by: Name of the person who last assigned the conversation to the Operator. ACD is displayed when the conversation was assigned by Automatic Distribution. See How to automatically activate chats (Automatic Chat Distribution).
Department: Department of the Operator who was last assigned to the conversation.
Assigned at: Time and date when the work item was assigned to the Operator who is currently helping the customer.
Accepted at: Time and date when the Operator last accepted the conversation.
Reassigned / Ended at: Time and date when the conversation either ended or was reassigned. When a conversation ends, its lifecycle also ends and there will be no more entries in the assignment history.
Reassigned to: Name of the department that the conversation was reassigned to. Only visible for conversations that have already been reassigned by either an Operator or Automatic Distribution.
Reassigned by: Name of the person who reassigned the conversation to the Operator. ACD is displayed when the work item was assigned by Automatic Distribution. Only visible for conversations that have already been reassigned by either an Operator or Automatic Distribution.

How can Operators update the Desktop Client

By setting an Update Policy for the desktop Desktop Client, you can control how the Digital DX Desktop Client checks for new versions and what options operators are given when a new version is found.

When an operator in your account launches the Digital DX Desktop Client, do you want it to always check for newer versions? If a new version is detected, should it be optional or mandatory for the operator to install?

From the main menu of the operator client, go to Setup > General Account Settings. The General Account Settings window is displayed.
Click the Update Policy tab. You may need to scroll to the right to make the tab visible.

Select an option under Check for updates upon login?

Option	Description
Don't check	Upon operator login, do not compare the latest official client version to the operator's current version
Check and make update optional	Digital DX Desktop Client compares the latest official client version to the operator's current version. If the latest official version is higher than the operators current version, the operator is shown a message offering a link to download the latest version. If the operator chooses to skip the update, they will not be prompted to download until an even newer version is detected. If the operator chooses to be reminded later, upon next login they will once again be shown a message offering a download link.
Check and make update mandatory	If the latest official version is higher than the operators current version, the operator is shown a message stating that a required update is available. The operators only option is to click the link and visit the download page at https://www.bold360.com/download. The operator must then download and install the update. The operator remains unable to use older versions.

Note: Updates are never installed automatically. Operator action is always required to initiate the actual download and installation.

Important: Operators must have local system administrator rights to be able to install Digital DX Desktop Client.

Save your changes.

Note: Update Policy can also be set at https://setup.boldchat.com/ under General Account Settings > PC Client Update Policy.

How to use the BoldChat Web Client

The BoldChat web-based application, often called the web client, provides flexibility in non-Windows environments.

Most chat set-up and customization features are available in the web-based client, allowing organizations with smaller chat-only environments to do everything online. In larger settings, the web client is useful for chat operators who only need to login to take live chats from visitors.

The web client is available at https://web.boldchat.com, with additional administrative features at https://setup.boldchat.com.

Cross-Browser Compatibility: You can use the BoldChat web client to monitor visitors and chat interactions. Your operators need only an Internet connection and a leading browser (Internet Explorer, Firefox, Chrome, or Safari), so the web client is perfect for cross-platform deployments.
Web-based Chat Reporting: Web-based chat reporting provides an easy way to access chat reporting from any web browser on Windows and Mac. You can run, schedule and work with BoldChat reports interactively in HTML and you?ll find the chat data you need even faster and easier than before.
Limited Admin Functions: While many chat-focused set-up and customization options are available via the web client, the desktop Operator Client will still be required for larger or more complex chat deployments using permissions, skill routing, and/or automatic chat distribution. Reporting is also a PC Client feature at this time. Online setup features are available at https://setup.boldchat.com.
Multiple-Language Support: BoldChat is dedicated to agent efficiency, so we offer the web client in six additional languages beyond English. With just a few mouse clicks, chat operators can choose to use the web client?s chat functionality in French, German, Spanish, Italian, Dutch, or Brazilian Portuguese.
Secure: All data transferred from the BoldChat's Web application to BoldChat's servers is encrypted over an https connection secured by a high-grade 128-bit encryption.

The web-based client is meant to be an alternative to the desktop desktop Operator Client, not a full replacement. The web application provides core functionality, including the tools needed to manage chats, visits, canned messages, alerts and operators. However, some functionality such as administrative tasks, setup, reporting and customization must be configured or accessed from the desktop application.

Table 1. Features per BoldChat Client version
Feature	Web Client	.NET desktop Operator Client (All features, including Premier and Enterprise-only)
Active browser sharing with form fill		yes
Adaptive messaging		yes
Auto correct	yes	yes
Automatic chat distribution/load balancing	yes	yes
Chat	yes	yes
Chat history	yes	yes
Conversion tracking		yes
Customizable operator alerts	yes	yes
Customizable operator UI	yes	yes
Customizable buttons and windows	yes	yes
Department/Skill routing	yes	yes
Email management		yes
Insert image	yes	yes
Integrated workspace		yes
Manual proactive chat invitations	yes	yes
Multi-OS support	yes
Passive browsing sharing		yes
Personal canned message library	yes	yes
Proactive invitation setup		yes
Real-time visitor history	yes	yes
Real-time visitor monitoring	yes	yes
Reporting engine and scheduler	yes	yes
Sale Recovery Technology		yes
Salesforce module	yes	yes
Searchable canned messages	yes	yes
Searchable chat history	yes	yes
Single sign-on support	yes	yes
SMS management		yes
Spell check	yes	yes
Supervisor dashboard		yes
Twitter management		yes
Typing indicator	yes	yes
Video chat	yes

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