Rapid Response Articles

How to add live chat to the Bold360 Rapid Response Web Widget

Once you have deployed the Bold360 Rapid Response Web 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 Response Web Widget 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 do I upload content to the knowledge base?

Once you added all users, upload content to your knowledge base as the next step in setting up the Bold360 Rapid Response Web Widget.

  1. Download the content template applicable to your organization.

    The content templates are attached at the end of this article. The questions in the template serve as examples and guidance for content creation and can be changed.

  2. Complete the content template.

    Here are a few guidelines on how to fill out the content template:

    1. Question: This is the title of the article, also known as the intent. We recommend you keep questions 3 to 8 words long and phrase them in natural language. Use full sentences instead of keywords.

    2. Answer: This is the answer that users will be presented upon asking their question. We recommend you keep answers short and concise. See What are the best practices for content creation? to learn more.
      Note: To keep the formatting of the text, use HTML. You can always edit the appearance of the content after the upload.
    3. Phrasings: These are other ways that users may choose to ask a question. For example, for the question Are all events cancelled?, you can include phrasings such as Will school-sponsored events still take place? or Will the university still hold organized events?. We recommend you add 5 to 10 phrasings per question. See What are the best practices for managing a knowledge base? to learn more best practices for phrasings.
      Note: Make sure to separate phrasings with | in the template.
    4. Labels: These are used for organizing content. You can search by labels within the knowledge base, so think of these as categories for findability purposes. See What are the best practices for managing a knowledge base? to learn more best practices for labels.
      Note: Make sure to separate labels with | in the template.
  3. Once you have completed the content upload template, send it to us by choosing at the bottom of this page.
    1. Complete only the required fields like Name, Email Address and Phone Number.

      You can leave other non-mandatory fields blank.

    2. In the Subject field, enter RRWW (for Rapid Response Web Widget).
    3. In the Issue Details, enter Content Upload Template.
    4. Select Choose file... and attach the content template.
    5. Hit Send.
What's Next? You can now set up your widget.

How do I deploy a search widget on my website?

Once you're done setting up your Bold360 Rapid Response Web Widget, you can deploy it on your website so that your visitors can start using it.

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

Note: You might need assistance from a web developer to deploy the widget code on your website.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Choose GET THE CODE under Floating widget.

  3. On the Floating widget script dialog, select the Enforce Configuration option and in the drop-down next to it, select the name of the widget you just set up.

  4. Copy and paste this code into your favorite text editor.

    We recommend you deploy this 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 choose to change any of these settings (colors, font, etc.) after you have deployed the widget to your site, you can simply change them in the widget configuration without having to redeploy the code. You can preview your changes in the Widget Preview before choosing Save to deploy to your live site.

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

Note: If you have any questions, you can find answers in Bold360 AI or visit our support site.

What's Next?

Here are a few things you can do now:

  • If you have a language preference or need translations, please visit this link for more information.
  • Watch these videos to learn more about the Dashboard, content management, Search Optimizer and feedback.
  • If you're interested in building upon your existing digital engagement strategy, you can add live chat to your Rapid Response Web Widget with Bold360 Agent. To learn more about Bold360 Agent, visit our site or request a demo. If you have already signed on to add Bold360 Agent to your Rapid Response Web Widget deployment, follow these instructions.

How to add new users

As a first step in setting up your Bold360 Rapid Response Web Widget, log into your Bold360 AI account and add users as required.

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

  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 Bold360 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.

How to set up the Bold360 Rapid Response Web Widget

You can easily deploy a website bot to address the rapidly growing influx of questions from customers, employees, and partners.

The Bold360 Rapid Response Web Widget includes the following:

  • Web Icon that can be placed on any website to notify users about FAQs related to organization information.
  • Search Box that opens on the page allowing users to type in questions and get immediate answers without having to leave the page.
  • Knowledge Base to manage answers (articles) and view usage trends.

To set up the Bold360 Rapid Response Web Widget, complete the following major steps:

  1. Log in to Bold360 AI and add new users as necessary.
  2. Download, complete and submit the content upload template.
  3. Configure and deploy your widget.

    This may require assistance from a web developer.

  4. Watch AI training videos for further optimization.
  5. Optional: Add live chat.

How do I configure a search widget?

Once you have content in your knowledge base, you can configure and deploy the Bold360 Rapid Response Web Widget to your website.

Make sure you have content in your knowledge base.

  1. Download the .zip file attached at the end of this article, unzip it and save to your desktop.

    You'll need the extracted file in step 2.

  2. Log in to Bold360 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 template file you downloaded and extracted in step 1.
    3. Choose Save.

      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 basics settings of the widget so that you can set up a more personalized experience.
  3. Optional: 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.

  4. Optional: 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.

  5. Optional: 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.
  6. Optional: On the FAQ tab, set up frequently asked questions (FAQ) that the widget displays when opened.
    1. In the Title field, enter a title for the FAQ, like Popular Questions.
    2. In the Show field, enter the number of articles you'd like to show when the widget opens.
    3. In the answers from field, select the label you'd like to use to determine which articles appear as an FAQ.
      Note: You need to create and assign this label to the articles you want to be available in the FAQ.

  7. Save your changes.
What's Next? Your widget is ready to be deployed on your website!


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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.