GS FAQ Articles

Glossary of terms

ACD Summary report

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

Digital DX

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

Web Admin Center

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

Agent Workspace

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

AI Console

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

Digital DX Suite

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

Digital DX AI

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

Digital DX Agent

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

Service

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

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

Advise

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

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

Acquire

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

Desktop Client

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

chat widget / chat window

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

escalation

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

knowledge base

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

Monitor View

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

swimlane

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

Digital DX System Requirements

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

Browser requirements for customers on web

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

Customer requirements for remote access:

  • Windows 8.1 or above
  • OS X 10.9 or above

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

Browser requirements for customers on mobile

  • Chrome recommended on Android
  • Safari recommended on iOS

Browser requirements for the Agent Workspace

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

Browser requirements for the Web Admin Center

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

TLS encryption support

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

You can enable TLS 1.2 in the Windows Registry.

Bandwidth requirements

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

What are the best practices for FAQs?

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

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

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

Announcements

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Meet fellow DX pros, ask questions, and learn best practices.

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Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

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

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

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

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

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

LogMeIn IP ranges

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

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

IP addresses for the sign in service

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

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

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

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

Third-party IP Ranges

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

Email Domains

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

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

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

 

Update as of January 18, 2022

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

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

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

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

Frankfurt

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

US East (N. Virginia)

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

US West (Oregon)

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

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

Ireland

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

Frankfurt

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

US East (N. Virginia)

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

US West (Oregon)

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