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!


Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.