Rapid Helpdesk Articles

How do I configure a conversational widget?

Once you have set up all the necessary providers, you can configure and deploy the conversational widget to start using the Digital DX Rapid Helpdesk solution.

Make sure you have integrated Digital DX with ServiceNow as described here and have also set up the necessary providers.

  1. Make sure you have the widget configuration files to complete the steps that follow.

    You should have a servicenow-rapid-help-desk folder which contains a widget-settings.json file. If you don't have this file, complete the steps in this article before you proceed.

  2. Log in to Digital DX AI and go to Touchpoints > Widgets > Floating Widget > Personalize and select Add new URL.
    1. On the dialog that appears, name the widget in the Enter customization URL field.
    2. Under Copy configuration from, select File and load the widget-settings.json file.
    3. Choose Save.

  3. On the Conversation tab, update the article IDs in the Persistent menu value field.

    To find the article IDs, go to Knowledge > Articles and open the Create an incident article. You can find the ID next to Content as well as at the end of the URL. Find the ID for the Follow up on an existing incident article too.

  4. On the FAQ tab, select Label: faq in the answers from drop-down.
    Note: At this point, your widget is ready for use, you can deploy it on your website. The steps that follow show how you can change some of the basic settings of the widget so that you can set up a more personalized experience.
  5. On the Basics tab, select Right for Dock Position to position your widget from left to right on your website.

    You can see the change in the Widget Preview on the right-hand section of the page.

  6. On the Basics tab, update the widget's branding as needed.
    1. Change the Primary color as required.
    2. Modify the Title.
    3. Select an article in the Auto Question (opened on load) field to set up the widget to display a specific article to the visitor when they open the widget.

  7. On the Position and Size tab, change Minimized widget mode to Normal.

    By default, the widget is a round chat icon. If you want to keep the round chat icon, skip this step.

    Complete this step if you want to change the widget to a What can I help with? box.

    Note: To change the What can I help with? text, go to the Basics tab and enter the text of your choice in the Title (minimized) field.
  8. Save your changes.
What's Next? Continue in Digital DX Agent to generate the widget code and deploy the widget on your website!

How to add users

As a part of setting up your Digital DX Rapid Helpdesk, log into your AI Console and add users as required.

If you don't want to add any new users, you can skip this step and proceed to configuring your widget.

  1. In the AI Console, go to Admin Center > Users.
  2. Choose Add new user.
  3. Specify a username, enter the user's email address and provide the user's real name.
    Important: Make sure the email address you provide is valid and unique to this user in the system.
  4. Select a user role.
    • Account Manager: Can control any aspect of the Digital DX AI account, that is, access the analytics, answer tickets, manage the knowledge base. You can't change the advanced credentials for an account manager.
    • Account Watcher: Provides read-only privileges, that is, the user can only review the knowledge base and the analytics, but they can't answer tickets.
    • Agent: Can only answer tickets, can't review the analytics.
    • Knowledge Base Manager: Can edit the knowledge base, manage users and review the analytics.
      Note: See How to choose a role for a user? for more information about these roles.
  5. Select Add/Update to add the new user.
What's next? Configure the widget.

How to add providers

Once you have integrated Digital DX with ServiceNow, you can set up the providers in Digital DX AI to continue setting up your Digital DX Rapid Helpdesk solution.

Make sure you have integrated Digital DX with ServiceNow as described here.

Note: You need Account Manager privileges in Digital DX AI to complete the steps that follow.
  1. Make sure you have the provider configuration files to complete the steps that follow.

    You should have a servicenow-rapid-help-desk folder which contains a providers folder with the following files in it:

    • create-incident.get.js
    • create-incident.detect.js
    • get-open-incidents.get.js
    • get-incident.get.js
    • get-incident.detect.js
    • update-incident.get.js
    • update-incident.detect.js
    If you don't have these files, complete the steps in this article before you proceed.
  2. In the AI Console, go to Admin Center > KB Setup > Providers.
  3. Choose (Add provider).

    Result: The Add Provider dialog is displayed.

  4. On the Add Provider dialog, provide a name for the provider and select Node JS for Provider Type.

    Example: Enter CREATE_INCIDENT as name for the create incident provider.

  5. On the Get Entities Code tab, copy and paste the code from the relevant file.

    Example: For the create incident provider, copy and paste the code from the create-incident.get.js file. You can use Notepad to open the file.

    Note: Make sure you have the code available in the file only in the field on the Get Entities Code tab, that is, delete any code that's in there by default.
  6. Choose Save and Publish and confirm.
    Tip: If the Save and Publish button is not active, try clicking on the tab to make it clickable.
  7. On the Detect Entities Code tab, copy and paste the code from the relevant file, choose Save and Publish and confirm.

    Example: For the create incident provider, copy and paste the code from the create-incident.detect.js file. You can use Notepad to open the file.

    Note: Make sure you have the code available in the file only in the field on the Detect Entities Code tab, that is, delete any code that's in there by default.
  8. On the Supported Entities tab, add the required entities.

    Example: For the create incident provider, add the entities as they are in the following table:

    Table 1. Entities for Create Incident provider
    Name Dependencies Dialog prompt for this entity
    CREATE_INCIDENT_MESSAGE CREATE_INCIDENT_SHORT_DESCRIPTION, CREATE_INCIDENT_DESCRIPTION, SN_USER_ID Sorry, there was an error creating your incident. Please try again.
    CREATE_INCIDENT_SHORT_DESCRIPTION   Please provide a <b>short description</b> for the incident.
    CREATE_INCIDENT_DESCRIPTION CREATE_INCIDENT_SHORT_DESCRIPTION Thank you. Please provide a <b>description</b> for the incident.
    SN_USER_ID SN_USER_EMAIL Sorry, there was an error creating your incident. Please try again.
  9. Save the provider.

How do I deploy a conversational widget on my website?

Once you're done setting up your Digital DX Rapid Helpdesk widget, you need to complete some configuration steps in Digital DX Agent before you can deploy it on your website and start using it.

Make sure you have set up a conversational widget as described here.

To deploy the Digital DX Rapid Helpdesk widget, you'll have to complete some configuration steps in Digital DX Agent. Depending on how you want to use the Digital DX Rapid Helpdesk solution, you have the following options:
  1. If you don't want to add live chat, complete the steps below to configure Digital DX Agent to be able to generate the widget code and deploy it to your website.
  2. If you want to add live chat, skip these steps and proceed to these instructions.
Note: You might need assistance from a web developer to deploy the widget code on your website.

In Digital DX Agent, complete the following:

  1. Create a Chat Window
  2. Create a Floating Chat Button
  3. Once you have the widget code, copy and paste the it into your favorite text editor.

    We recommend you deploy the code to a staging site first. When you're done, send the code pasted into a text file to your web developer so they can add it to all pages on your live website!

    Note: If you're deploying to staging using your staging knowledge base first, you need to repeat the sequence of steps for your production knowledge base too when you're ready to deploy to production.
    Note: If you choose to change any of the settings (colors, font, etc.) after you have deployed the widget to your site, you can simply change them in the widget configuration in Digital DX AI without having to redeploy the code. You can preview your changes in the Widget Preview before choosing Save to deploy to your live site.
  4. Create a custom widget in ServiceNow.

    For more information refer to ServiceNow's documentation.

  5. Add the widget you created in ServiceNow to a page.
    • No changes are required to the HTML template module.

    • Paste the following Digital DX server script into the server script module:

      (function() { 
        var uID = gs.getUserID().toString(); 
        var uGr = new GlideRecord('sys_user'); 
        uGr.get(uID); 
        var boldObject = { 
      userEmail: uGr.email.toString() 
        }; 
        data.boldObject = boldObject; 
      })();
    • Paste the following Digital DX  client script:
      api.controller=function() {var c = this; window.boldObject = c.data.boldObject || {};};
      • Paste the Digital DX  chatbot code snippet into the client controller module.

Congratulations! You have completed all necessary steps, your widget should be up and running!

What's Next?

Here are a few things you can do now:

  • To learn more about Digital DX AI, see these training videos.
  • See How do I import my knowledge base from ServiceNow? to learn how you can import articles from ServiceNow.
  • If you're interested in building upon your existing digital engagement strategy, you can add live chat to your Digital DX Rapid Helpdesk solution with Digital DX Agent. If you have already signed on to add Digital DX Agent to your Digital DX Rapid Helpdesk deployment, follow these instructions.

How to integrate Digital DX AI with ServiceNow

As a first step in setting up the Digital DX Rapid Helpdesk solution, set up the ServiceNow NodeJS provider integration in Digital DX AI.

Make sure you have completed the following:
  • Created an API key in Digital DX AI that has access to your knowledge base and has write permissions for knowledge base
  • Set up OAuth in ServiceNow and have your OAuth API endpoint client ID and secret ready
  • Created a user in ServiceNow that will be making the requests to the API on behalf of the user
For more information see ServiceNow's documentation here.

The Digital DX Rapid Helpdesk includes a bot that enables users to do the following in ServiceNow:

  • Create a new incident
  • Update an existing incident
  • Check the status of an existing incident
  1. Download the relevant executable file.
    • If you are using Windows, download this file.
    • If you are using macOS, download this file.
    Important: The executable file is going to generate some files in the same folder where you download it. Make sure you have write access to this folder.
  2. Download the sample configuration file.

    You can use this file to provide the data the script needs:

    Table 1. Name mapping between json template and script
    Name in json file Name in script
    instanceName ServiceNow instance name
    clientId
    Note: If you use basic authentication, you can delete this name from the file.
    OAuth API Endpoint Client ID
    clientSecret
    Note: If you use basic authentication, you can delete this name from the file.
    OAuth API Endpoint Client Secret
    username ServiceNow username
    password ServiceNow password
    bold360Account Digital DX AI Account
    bold360Kb Digital DX AI Knowledge Base
    bold360ApiKey Digital DX AI API key
    Important: If you decide to use this file, make sure you rename it to config.json so that the script recognizes it.
  3. Run the script.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • ServiceNow instance name
    • Select authentication method between basic and OAuth
    • OAuth API Endpoint Client ID if you selected OAuth as authentication method
    • OAuth API Endpoint Client Secret if you selected OAuth as authentication method
    • ServiceNow username
    • ServiceNow password
  4. This executable is going to create all the required articles for the bot in your knowledge base in Digital DX AI.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • Digital DX AI Account

      Your Digital DX AI account name is what comes before nanorep.co in your Digital DX AI account URL.

    • Digital DX AI Knowledge Base

      You can see what your knowledge base is called at the top of the menu on the left in Digital DX AI.

    • Digital DX AI API key

      Make sure your API key has access to the knowledge base you specified in the previous step and has write permissions for knowledge base.

    Result: Once the script is done running, you'll see Done in the command line. You can close the script.

You should have a folder named servicenow-rapid-help-desk in the folder where you downloaded the executable file and it contains the following:
  • a providers folder with the following files in it:
    • create-incident.detect.js
    • create-incident.get.js
    • get-incident.detect.js
    • get-incident.get.js
    • get-open-incidents.get.js
    • update-incident.detect.js
    • update-incident.get.js
  • a widget-settings.json file.
You'll need the contents of the providers folder when setting up the providers. The widget-settings.json file is for configuring the widget.

The script also added all the required articles to your knowledge base.

What's Next? Set up the providers.

Rapid Helpdesk article phrasings

While setting up the Bold360 Rapid Helpdesk, add these phrasings to the articles created during the ServiceNow integration.

Note: The articles listed in the table below are available in your knowledge base once you have set up the ServiceNow NodeJS provider integration. Make sure you completed that step before you proceed.
See this article for instructions on how to add phrasings.
Table 1. Rapid Helpdesk article phrasings
Article title Phrasings to be added
What is the status of my incident What is the status of my ticket?
Follow up on an existing incident Can I check on an existing ticket?
Create an incident Can I create a new ticket?
Confirm create Confirmation of create
Confirm update Confirmation of update
Update incident Update incident comment
No longer require assistance I'm all set thanks
cancel update Cancel this update please
cancel create Please do not create
my incident isn't listed here I don't see my ticket in this list
talk to a live agent Can I chat with someone in the helpdesk?

What's Next? Add new users.

Rapid Helpdesk providers

While setting up the Bold360 Rapid Helpdesk, use the data in these tables to add all the required providers.

See this article for instructions on how to add providers.

Create Incident provider

  • Copy code to Get Entities Code tab from create-incident.get.js.
  • Copy code to Detect Entities Code tab from create-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 1. Supported Entities tab
Name Dependencies Dialog prompt for this entity
CREATE_INCIDENT_MESSAGE CREATE_INCIDENT_SHORT_DESCRIPTION, CREATE_INCIDENT_DESCRIPTION, SN_USER_ID Sorry! Looks like there was an error creating your incident. Please try again.
CREATE_INCIDENT_SHORT_DESCRIPTION   Please provide a <b>short description</b> for the incident.
CREATE_INCIDENT_DESCRIPTION CREATE_INCIDENT_SHORT_DESCRIPTION Thank you! Please provide additional details so we can fill out the long <b>description</b> for the incident.
SN_USER_ID SN_USER_EMAIL Sorry! Looks like there was an error creating your incident. Please try again.

Get Open Incident provider

  • Copy code to Get Entities Code tab from get-open-incidents.get.js.
  • No code to copy to Detect Entities Code tab.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 2. Supported Entities tab
Name Dependencies Dialog prompt for this entity
OPEN_INCIDENTS SN_USER_EMAIL Sorry! Looks like there was an error requesting your incidents. Please try again.
OPEN_INCIDENTS_MESSAGE SN_USER_EMAIL Sorry! Looks like there was an error requesting your incidents. Please try again.

Get Incident provider

  • Copy code to Get Entities Code tab from get-incident.get.js.
  • Copy code to Detect Entities Code tab from get-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 3. Supported Entities tab
Name Dependencies Dialog prompt for this entity
INCIDENT SN_USER_EMAIL, INCIDENT_QUERY What is your incident number?
INCIDENT_MESSAGE SN_USER_EMAIL, INCIDENT_QUERY What is your incident number?
INCIDENT_QUERY   Sorry! Looks like there was an error requesting your incident. Please try again.

Update Incident provider

  • Copy code to Get Entities Code tab from update-incident.get.js.
  • Copy code to Detect Entities Code tab from update-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 4. Supported Entities tab
Name Dependencies Dialog prompt for this entity
UPDATE_INCIDENT_MESSAGE UPDATE_INCIDENT_COMMENT Sorry! Looks like there was an error updating your incident. Please try again.
UPDATE_INCIDENT_COMMENT   Please type the comment you would like me to add to your existing incident. You can add as much detail as you would like!

What's Next? Add phrasings to the articles that were created during the ServiceNow integration.

How to add live chat to the Bold360 Rapid Helpdesk

Once you have deployed the Bold360 Rapid Helpdesk widget to your website, you can start setting up live chat by integrating with Bold360 Agent.

Before you start: You must have valid Bold360 AI and Bold360 Agent subscriptions.

  1. Create an API key in Bold360 AI

    You'll need the API key in step 2 when integrating with Bold360 Agent.

  2. Integrate Bold360 AI with Bold360 Agent

Now that you've integrated your Rapid Helpdesk solution with Bold360 Agent and set up your channeling policies, you're ready to configure and deploy your integrated solution. To do so, follow the instructions outlined in the Quick start guide to set up Bold360. As you go through the instructions, please keep the following in mind:

  • When you reach the Chat Window section of the quick start guide, you?ll want to ensure you select Bold360 ai chat window for Chat window type.
  • The code snippet you generate per the deployment guide will be the code you?ll want to deploy to your website. You?ll want to delete the code you previously deployed (from Bold360 AI) and replace with this new code snippet.

Contact us if you need assistance with your deployment.

How to set up the Bold360 Rapid Helpdesk

With the Bold360 Rapid Helpdesk solution, your users can use a chatbot to create, update or the check the status of an incident in ServiceNow.

The Bold360 Rapid Helpdesk includes a bot that enables users to do the following in ServiceNow:

  • Create a new incident
  • Update an existing incident
  • Check the status of an existing incident

To set up the Bold360 Rapid Helpdesk, complete the following major steps:

  1. Set up the ServiceNow NodeJS provider integration.
  2. Add providers.
  3. Add phrasings to the articles that were created automatically.
  4. Add new users as necessary.
  5. Configure and deploy your widget.

    This may require assistance from a web developer.

  6. Add live chat.

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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.