Step by Step Articles

This article provides a step-by-step process for configuring the Genesys DX Product Authentication Service as SSO service provider.

  1. Login to https://auth.bold360.com/ and click Go to SSO Setup in the bottom left corner.
  2. Note: If you cannot see the Go to SSO Setup button, contact your support representative or the Genesys CX support.


    You are then navigated to the SSO setup webpage.
    NoteGeneral Settings and Domain are read-only fields, you cannot modify them.
  3. Click Sign-in configuration, and enable the SSO.

     
  4. Choose one of the two configuration methods.
    You can obtain the necessary details from your Identity Provider settings.

    Method 1: Manual Configuration


    Add your Verification Certificate when you are finished with manual configuration.

    When you add the Verification Certificate, remove the following tags:
    "-----BEGIN CERTIFICATE-----"
    "-----END CERTIFICATE-----"

    A Verification Certificate example with removed BEGIN and END tags: 


    Method 2: SAML IdP metadata URL

    Host your Identity Provider metadata XML file on a publicly accessible URL.


    Note: Since we cache this file for only 2 minutes, please ensure high availability of this file via the specified URL to avoid SSO login failures.
     
  5. Once you have setup your configuration using a method of your choice, save your changes.

    Enter your email /username that uses the domain you have setup in your Identity Provider service and click Continue.
    You can see the following message on a successful login.


 

Digital DX AI: A leader in customer experience and service solutions

The Digital DX AI solution is based on a patented self-learning Knowledge Base, and offers a more effective online customer experience. By generating more engagement for and with websites, and providing a permanently visible customer service widget, Digital DX AI enables constant interaction and access to all possible information about your product, and ensures that customers queries and questions are automatically answered. All this is available in a variety of languages, all across your website and mobile applications, and also enables easy communication for customers with your support center, via chat or email.

Should a query not be satisfactorily resolved following the initial interaction, an in-built escalation system immediately offers customers a further level of customer service, with the query becoming a ticket which will be personally handled by a customer support representative.

Features and benefits include:

  • Multi-channel support for your customers, 24*7
  • Automatic language translation, on-the-fly, supporting more than 34 languages
  • Intrinsic integration with live chat services
  • Self-learning knowledge base and intuitive ticketing system.

The Digital DX AI solution improves customer engagement on websites, resulting in a significant increase in positive customer experience and satisfaction rates, and online conversion, plus a significant reduction in customer support cost. Digital DX AI allows your customers to stay focused by having all the information readily available, reducing site abandonment.

Step 1: Assigning Users and Roles

There are several roles that together contribute to the daily running and maintenance of your workflow.
The Account Manager
The Account Manager is responsible for monitoring the day-to-day running of the Digital DX AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Digital DX AI interface. Account Managers have full access to the AI Console, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role
The Agent
The Agent can answer tickets by writing new responses or using existing responses, and can suggest ticket answers to be added to the online Knowledge Base. However, the Agent cannot publish new answers to the Knowledge Base, answer "Unanswered Questions", add new answers to the Knowledge Base or view analytics, updates and settings.
The Knowledge Base Manager
The Knowledge Base Manager holds an extremely important role in the AI Console, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the AI system and effective customer service. The Knowledge Base Manager performs their tasks in the Knowledge Base, Search Optimizer and the Publish Answers sections. These tasks include searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, as well as writing new answers, editing existing answers, merging existing answers, adding phrasings to the database and adding synonyms.
The Account Watcher
The Account Watcher observes and monitors the analytics of your site, and uses the data collected for your company's benefit, however the company requires it.

Users in Account Watcher role who also have write permission can create draft articles but cannot publish those, which essentially makes them content managers. Due to this change, existing users in Account Watcher role will not be able to publish articles.

Step 2: Create an Initial Knowledge Base

You can create an instant Knowledge Base from an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Knowledge Base.

  1. Go to Knowledge > Import FAQ.

    Result: The Import FAQ tab is displayed.

  2. In the Enter your FAQ URL field, enter the online address (URL) of the FAQ that you wish to import.
  3. In the Context section, specify the page type.

    This can be an internal knowledge base page, for your support staff to use, or a public FAQ page.

  4. In the Product ID field, enter the name of the product for this Knowledge Base.

    You may have more than one product, each of which requires its own Knowledge Base.

Step 3: Establishing your ticket escalation system

You can either use the existing Digital DX AI ticketing system for escalation of customer service calls or if you already have an existing ticketing / CRM, you can easily forward your Bold360 AI tickets,

  1. Go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, scroll down to 3rd Party Integration.
  3. Define the support address in Forward all tickets to, where you want to send all tickets.
  4. Click Save Changes.

Step 4: Add the Floating Widget to each page of your website

The Floating widget is an interactive window which allows your customers to ask customer service questions and get instant answers, wherever they are on your website.

The widget is displayed constantly on your site, regardless of which page users browse to, enabling customers to engage at any time. The widget is positioned at the bottom left or right corner and shows answers that correspond to the question and how it is worded, immediately as a customer begins to type a question. The answers come from your Knowledge Base, and help to guide the customers through the sales funnel, or other processes, according to the nature of the question asked.

Note: If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the drop-down list.

The Floating Widget is enabled by default, and can be completely customized, to reflect your brand colors and messaging.

How to enable /disable the floating widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Click Personalize under Floating Widget.
  3. Select the Knowledge Base, URL, or domain that you want to change.
  4. On the Advanced tab, select or deselect the Widget Enabled checkbox, as required.
    Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 5: Adding the Embedded Widget

The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.

How to enable the Embedded widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Choose Embedded Widget and click Get the code.
  3. From the Knowledge Base drop down list shown in the displayed window, specify for which Knowledge Base, URL or domain you are enabling the Embedded widget.
    Note: If you have more than one knowledge base, you will need to set up the widget for each knowledge base separately.
  4. Select the widget size, and click Done.
    Note: The default size displayed is the recommended size. If you are using IE6 or IE7, select the Support IE6 and IE7 checkbox, download the cdc.html file using the Download cdc.html link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box.
  5. Click Personalize, and specify again for which Knowledge Base, URL or domain you are making this change.

    Result: The Settings page for your Widget is displayed.

  6. The Settings page is comprised of several tabs, within each of which you can configure your Widget and personalize the look and feel. Below is a table detailing what you can do in each tab.
    Tab Description
    Basic The main fields in which you can alter or modify the look and feel of your widget.
    Texts and Colors Various fields in which you can change the widget's color and texts, for example, the automatic question, the title and chat and email button texts.
    Chat Various fields which allow you to completely customize all your chat settings.
    Advanced Enables you specify more advanced settings, such as adding a customized footer to all answers, using HTML coding and specifying an action to take place if an answer is escalated.
    FAQ You can specify the nature of the FAQs and how they are selected and displayed. You also have to option to add a separate and customized FAQ list to your Knowledge Base.

    Any changes you make are shown in the display of how your widget will look, in the right-hand section of the page. You always need to save your changes for them to take effect, but they will usually do so instantaneously.

  7. Click the Save changes button that is displayed, and then click OK.
The change is immediately shown in the widget on your website.
Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 6: Activate the translation capabilities

Digital DX offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

To activate the translation capabilities, please contact your Customer Success Manager.

Features and Benefits

  • Language is detected automatically.
  • Answer content and widget interface are automatically translated.
  • Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
  • Allows you to answer foreign language tickets in your natural language.
  • Offers comprehensive translation analytics.

Dedicated language Knowledge Bases

Digital DX allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

Step 7: Adding the Chat Feature

Digital DX can be integrated with any 3rd party chat provider. Your customers can open a chat from all Digital DX widgets - Engagement Widget, Support Page Widget, Dynamic FAQ, Widget, etc. Customers can simply click on the Chat button to open a chat session, transforming the widget into a proper Chat 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.