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 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 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 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.