GS How To Articles

Set up automatic email replies

You can send automated messages to customers when your agents are not available.

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. On the Auto Responder tab, select Auto responder enabled.
  3. Click Create New.
  4. Enter a name for your auto responder rule set and Click Add Criteria.
  5. Select the relevant criteria and actions as follows:
    Option Description
    Email Delivery Time Set business hours for automatic email replies and select whether these messages should be sent inside or outside business hours.
    Destination Address You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
    Email Type Select the type of emails that you want to reply.
    From Address If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the donotreply string.
    Subject Line Define the subject of emails that you want to send automatic replies.
  6. Under Actions, select the email address that the customer will see as the sender of the email and select the Canned Message that will be body of the email.

Optional: Add an Email Channel

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

With omni-channel engagement, Digital DX brings together the digital channels most important to your business, including email, Facebook Messenger, text messaging, and other messaging services, such as WhatsApp.

Note: To use messaging services, other than SMS-based text messaging, you must have a Digital DX AI account as well.

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

  1. Go to Channels > Email > Email Accounts.
  2. Click Create New.
  3. Select Enable email to activate the email account on the New Email Account page.
  4. On the General page, enter basic account settings such as sender email address and incoming and outgoing server details.
  5. Under Distribution ? Organization, you can set the controls for how emails are distributed and organized.
  6. Under Format and content, set up how emails are encoded and formatted; set up an email footer; select canned messages for use with email.
  7. Save your changes.

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

Optional: Add a Text Messaging Channel

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

To implement text messaging functionality, you must configure an SMS account and provision a phone number to integrate with Twilio, our SMS gateway provider. Additional per message fees apply.

Digital DX's text messaging service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming message requests.

  1. Go to Channels > Messaging > SMS Acct. and click Create New.
  2. On the Account Settings tab, enter the account Name and associate incoming text messages with a Department.

    On this tab, you can define when to automatically end a session if a consumer has not responded within a defined period and how to handle re-opened text message threads.

  3. On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
  4. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
  5. On the Canned Message Folders, select the canned messages that you want to make available to agents handling this account.
  6. On the Phone Number tab, choose your Country and click Find Phone Number. Select your phone number from the available local phone numbers in the drop-down list.
  7. Click Save.
Note: Additional countries are available through the Advanced Set up link. Due to various regulatory requirements, these countries must be provisioned directly through Twilio. Once provisioned, the Administrator can select Advanced Setup to enter the number, secure toke, etc that Twilio provides and then selects the country from the Advanced Setup drop-down menu.

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

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

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

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

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

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

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

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

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

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

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

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

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

Conversational prompts

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

The following is an example with multiple prompts:

Dynamic content and personalization

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

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

Example

Buttons and selection options

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

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

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

Example

Bold360 Training and Education

We provide videos and other sources of information to help you get started. Whether you have an Agent or AI account, this is an easy way to start your journey into Bold360.

Check out our training website.

How to integrate Bold360 Agent with Bold360 AI

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

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

Set up the integration in Bold360 Agent

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

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

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

  3. Enter the Bold360 AI API key.

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

  4. Choose Integrate.

Set up the integration in Bold360 AI

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

    Example: For example, Bold360 chat.

  4. Define criteria for selecting your target audience.

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

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

      Example: For example, Bold360 ai.

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

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

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

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

  9. Choose Save Settings to save your channeling policy.

What's next?

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

Set up auto-translation

With auto-translation, messages between customer and agent are translated in real-time, thus allowing both parties to chat in their own language if the language pair is available.

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

How does auto-translation work?

Auto-translation takes the following parameters into account:

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

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

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

  1. In the Web Admin Center, go to Integrations > Auto-Translation.

    Result: The Auto-Translation page is displayed.

  2. Select Enable auto-translation.
  3. Configure your GeoFluent subscription and defaults.
    Option Description
    GeoFluent Host The host name provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Key The account key provided by Lionbridge for your GeoFluent subscription.
    GeoFluent Account Secret The account secret provided by Lionbridge for your GeoFluent subscription.
    Default Language The language agents speak by default. Custom agent language settings override this value.
    Supported Language Pairs The language pairs available for your GeoFluent subscription. To add or remove language pairs, contact Lionbridge about adjusting your GeoFluent subscription.
  4. Click Validate credentials and refresh language pairs to check your GeoFluent settings and synchronize language pairs available for your subscription.
    Remember: You must do this every time your GeoFluent subscription changes (such as adding a new language pair to your subscription).
  5. Save your changes.
  6. Now you must enable auto-translation per chat window: Go to Channels > Chat > Chat Windows > [select or create a chat window] > Message Content > Enable auto-translation.

    To also allow customers to see the original message in the chat window, select Allow customers to see original message.

  7. Make sure your supported languages are defined in the Chat Window.
    1. On the Customization tab, select the proper Primary language for your agents and the supported languages that GeoFluent translates.
    2. Save your changes.
      Note: If you have a Digital DX AO-enabled chat window, you must first temporarily set the window type to Standard chat window on the General tab to see the customization options. After making changes to the configuration, you must set the window type back to Bold360 ai chat window.

Notes:

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

Auto-translation in Digital DX AI-enabled chat windows

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

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

Optional: Add a Facebook Messenger Channel

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

Similar to chat functionality, the Facebook Messenger service supports department-based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming requests.

  1. Go to Channels > Messaging > Facebook Messenger and click Create New.
  2. Name the account.
  3. To connect Facebook to Digital DX, click the Log In button showing the Facebook logo.
  4. You are prompted to enter your Facebook account details.
    Tip: If you are using a custom app approved by Facebook to manage FB Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).
  5. Once you have signed in to Facebook, select the page to use.
  6. On the Auto Responder tab, you can configure how you want to automatically respond to incoming messages.
    Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the visitor to enter their email address. The visitor's email allows Digital DX to connect the visitor to their Digital DX history across all channels (chat, email).
  7. Save your changes.
Need more info? There's an article about Facebook Messenger setup in our Support Center.

How to set up an experiment (Experiment Engine)

Use the Experiment Engine to test variations of buttons, windows, invitations, and invite rules or rule sets. In more technical terms, an experiment is a targeted modification of any currently deployed HTML snippet/Website definition.

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

Gain insight into your chat strategy by varying the chat button or invitation rule set that is presented/applied to customers who qualify for the experiment based on criteria of your choice. Experiments are active for each HTML snippet with which a website is associated.

For example, let's say you currently have an HTML snippet deployed to your home page that shows a yellow fixed-position chat button to your customers. You want to decide if a green fixed-position button will perform more effectively. To test this, you open the website associated with your HTML snippet and set up an experiment that shows the currently deployed yellow button to 50% of customers (also referred to as the Control Group) and the experimental green button to the other 50%.

Tip: Experiments are a convenient way to modify buttons and rule sets without re-deploying an HTML snippet.
  1. Open a website, as follows:
    1. In the Web Admin Center, go to Organization > Websites. The Websites page is displayed.
    2. Select an existing website or click Create New.

    Result: The New/Edit Website window is displayed.

  2. Click the Experiments tab.
  3. If you plan on running multiple experiments, please take a moment to understand the implications of running multiple experiments simultaneously. As a general rule, you should avoid setting up your experiments that allow a single visit to qualify for multiple experiments. Proper filtering should ensure that each customer will only qualify for one experiment. Nonetheless, if you are unsure of your filters, we recommend NOT selecting the Allow customers to qualify for simultaneous experiments option.
    • When Allow customers to qualify for simultaneous experiments is selected, each customer can potentially qualify for multiple experiments per visit (based on the Who to include filter). This may result in a single user being represented multiple times in reports. We recommend using this feature only when your filters allow customers to qualify for one active experiment at a time.
    • When this option is not selected, customers are randomly and evenly distributed between running experiments and checked against active filters. Customers not qualifying for an experiment will not be forwarded to another experiment (even if they would have otherwise qualified for the "next" experiment). If your experiments are unfiltered or use similar filters, do not allow customers to qualify for simultaneous experiments.
  4. On the Experiments tab, click New Experiment.

    Result: An experiment is created.

  5. Give the experiment a Name.

    The name cannot be changed once the experiment has started.

  6. Schedule the experiment, as follows:
    Option Description
    Scheduled Start Begin analyzing customers at this date and time. It can take up to a minute after the scheduled start time for buttons and invitations to be presented.
    End Stop applying experiment filters to customers at this date and time. Any customer who has already been presented a test item will still be evaluated.
    Add different close date (Scheduled Close) To stop evaluating the behavior of participants still in the experiment, you must close the experiment. Any customer who still participates in an experiment will not be included in the results after this time and date.
  7. If you do not want the experiment to apply to all customers, under Who to include you can define customers who will be subjects of the experiment.
    1. Click Add Criteria and select from available filters.
  8. Under What to test, set up your experiment:
    1. Click Add Action and choose an item.
      Note: Control Group refers to the currently deployed buttons and rulesets for a given site (HTML snippet with a website definition).
    2. Choose a specific instance of the item.

      Example: ThisSpecificButton or ThatSpecificRuleset.

    3. Add additional items as required (Add Action button).
    4. Set the percentage of customers included in the experiment who will be engaged by each item in the experiment.

      Example: Show ThisSpecificButton to 33% of qualified customers and ThatSpecificRuleset to 33% of qualified customers, and show the currently deployed item (Control Group) to 33%.

    Test Items Notes
    Fixed Button For HTML snippets already using a fixed chat button.
    Floating Button A floating button experiment hides a fixed button only when there is no other active floating button in the current deployment.
    Invite Rulesets For invitations, experiment filters are secondary to filters in the currently deployed invitation. (For example, if your current invitation is filtering for the USA, customers who are not in the USA will never see experimental invitations regardless of filters set in the experiment).
    No Interactions Choose this to show "nothing" in place of the currently deployed item.
  9. Save your changes.

    Result: The settings are applied to the website definition.

At the scheduled start time, for each HTML snippet to which this website is associated, customers will be analyzed and buttons/invitations presented. Customers can only be presented one item from the experiment at a time.
Remember: A running experiment cannot be modified.

Set up conversion tracking

Use Digital DX to track conversion events so you can relate specific chats to actual sales or other milestones, such as new account created or page viewed, thus allowing you to track individual success as a basis for paying commissions.

Conversion tracking at-a-glance

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

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

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

  1. Create a Conversion Code, as follows:
    1. In the Web Admin Center, go to Customers > Conversion Codes. The Conversion Codes window is displayed.
    2. Click Create New. The New Conversion Code window is displayed.
  2. Under Conversion Code Name, give the code an identifiable name.

    Example: For example Purchase, July 4th promo.

  3. Under Agent Assignment, you can control how Digital DX "looks for" the agents to credit for a conversion.

    When a conversion event is triggered (for example, a customer makes a purchase) Digital DX looks back at the customer's history and identifies the appropriate agent (for example, the agent who worked with the customer most recently).

    • Consider most recent chats
    • Consider oldest chats
    • Consider most recent chats within X days
    • Consider oldest chats within X days
    • Only consider chats having at least X customer messages
  4. Under Referrer Assignment, Digital DX can be set to leverage information about referring sites (sites from which customer arrive to your site: for example, a partner site that links to your page) so credit for a conversion event can be given.
    1. To only consider visits that contain referrer URL information, select Only consider visits that have a referrer URL.
  5. Save your changes.
  6. Now you must associate the conversion code with Conversion Tracking HTML, as follows:
    1. Go to the HTML tab.
    2. Associate the code with a Website.
    3. To ensure that required values are passed to Bold360, select Pass custom conversion information and Pass custom information about customer.
      Important: Make sure your site is able to populate the value of these fields! You may need to work with a web developer to use ASP, JSP, PHP, or similar.
  7. Save your changes and copy and paste the code to your site.

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

Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.

  1. In the Web Admin Center, choose the channel for which you want to create labels:
    • Channels > Chat > Wrap-up Fields
    • Channels > Email > Wrap-up Fields
    • Channels > Messaging > Wrap-up Fields
  2. Along the left side of the page, choose the type of label to edit or create:
    • Categories
    • Custom Field 1
    • Custom Field 2
    • Statuses
  3. Select an existing item or click Create New.
  4. Name the label.
  5. Save your changes.

The labels are ready for use:

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

What are best practices for creating wrap-up fields?

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

Set up an email account

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

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

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

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

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

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

Quick start guide to set up Bold360

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

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

Let?s Get Started

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

In this section:

How to use quick options in a conversational article

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

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

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

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

See What are entities? to learn more.

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

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

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

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

How to create an image gallery

How to deploy the Bold360 AI widget via GTM?

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

Prerequisites

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

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

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

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

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

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

How to switch account

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

  1. Sign in to agent.bold360.com.

    Result: The Bold360 Agent Workspace is displayed.

  2. At the bottom left of the workspace, hover the mouse over the icon with your initials and click Switch Account.

    You are redirected to the account selector page, where you can choose another account to sign in to.

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

How to get around in BoldChat: Buttons, icons and more

Here's a look at some of the most important buttons and interface elements on the operator client.

Tip: To change the size of buttons and icons or to show text labels, go to View > Toolbars > Show Large Buttons / Text With Buttons

Buttons and icons are shown as "large with text" in a highlighted (selected) state.

Table 1. Top Chat Toolbar (top of the chat window, above grid)
Image (large with text) Name Description
Answer Next Answer the next waiting chat.
Assign To Assign the selected chat to an operator or department.
Stop, End End the selected chat.
View Open the selected chat in a new window (called the View Chat window).
Red X Delete Remove the selected chat from the grid.
Flag Flag a chat for easy reference.
Move (Folder) Move a Chat to another folder.
Relate to Relate the chat to a contact or ticket.
Block Used to block a visitor from Initiating a Chat. Only visible in the View Chat window.
Unblock Unblock a previously blocked visitor. Only visible in the View Chat window.
Assignments View the history of assignments for the chat to see who worked with the chat previously. Only visible in the View Chat window.
Table 2. Bottom Chat toolbar (bottom of the chat window, below grid)
Image (large with text) Name Description
Insert Canned Messages Choose a canned message to send the visitor.
Hyperlink Select text that you want to turn into a hyperlink and click this button. The link can be sent to the visitor, who must click the link for the page to open.
Push URL Send the visitor a URL that opens in their default browser.
Send image Send the visitor an image that opens in the chat window. The image in inserted inline.
Insert line Insert a horizontal line into your message.
Tip: To add or remove buttons from the left navigation panel, click ? in the bottom-left corner of the operator client interface.

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Set up an email account

Set up an email account

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

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

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

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

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

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