Welcome to the Genesys
DX Support Center

1. Retrieve LoginIDs with the getOperators API call as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_data_extraction_list_data_getOperators.html

   The following is an example API call:

   https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/getOperators?auth=2648701413998819186:4156437641927623076:1569829495.....4c76

   Sample response:

   {	
       "Status": "success",	
       "Truncated": false,	
       "Data": [	
           {	
               "LoginID": "2624038010865729044",	
               "UserName": "jsmith",	
               "ChatName": null,	
               "Name": "John Smith",	
               "Email": "jsmith@company.com",	
               "EmailName": null,	
               "SSONameID": null,	
               "Disabled": null,	
               "PermissionGroupID": "2624011959449693646",	
               "Departments": [	
                   {	
                       "AssignmentPriority": 4,	
                       "Priority": null,	
                       "DepartmentID": "2624050121264430460"	
                   }	
               ],	
               "SmsService": {	
                   "Capacity": 0,	
                   "Available": false	
               },	
               "EmailService": {	
                   "Capacity": 0,	
                   "Available": false	
               },	
               "TicketService": {	
                   "Capacity": 0,	
                   "Available": false	
               },	
               "ChatService": {	
                   "Capacity": 0,	
                   "Available": false	
               },	
               "TwitterService": {	
                   "Capacity": 0,	
                   "Available": false	
               }	
           },	
       ]	
   }

2. Update the email address with the editOperator API call of a user as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_provisioning_operator_editOperator.html

   The following is an example API call:

   https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/editOperator?auth=2648701413998819186:4156437641927623076:1569831474018.....0459404&OperatorID=2624038010865729044&Email=john2.smith@company.com

   Sample response:

   {	
       "Status": "success"	
   }

3. Repeat updating the email address of all users necessary.

API keys enable you to utilize the API capabilities of Bold360 AI.

1. In the AI Console, go to Admin Center > API keys and select Add API Key.

   

2. Name your API key at the top of the page.

   Example: If you're creating an API key for integration with Bold360 Agent, you could use the Bold360 Live Chat name.

3. Under Permissions, select the permissions for this API key.

   Example: If you're creating an API key for integration with Bold360 Agent, grant Write access for all categories.

   Important: If you define Write permissions, restrict access to either IP ranges or referrer domains.
4. Under Allowed knowledge bases, select the knowledge bases that this API key can access.
5. Under Allowed IP ranges, you can restrict access to specific IP addresses or ranges.

   Enter either a single IP or a range of IPs. You can define one IP or an IP range per line. If you don't want to apply restrictions, you can indicate by enabling Allow All IP Ranges or by entering 0.0.0.0-255.255.255.255.

6. Under Allowed referrers, you may restrict access to requests originating from specific referrer domains.

   Enter one domain per line.

7. Choose Generate API Key.

Add a "DIY" custom API trigger integration to provide custom links that agents can access during chat sessions.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

Links are shown at the top of the agent workspace during chat sessions.

1. In the Web Admin Center, go to Integrations > API Triggers and click Create New.

   Result: The New Integration API Trigger page is displayed.

2. Name the integration.
3. Under API Settings, enter the following:

   Option	Description
   URL	The Submission URL of the REST API POST data. The URL must be a fully qualified domain name (FQDN) with a proper SSL certificate configuration. IP addresses will not work.
   API Key	Required for authenticating REST API calls to the Digital DX servers. The API Key setting determines which API Key will be used when there is a callback return URL parameter selected in the Parameters section. The API Key will be included as a parameter of these callback URLs so it will not be necessary to add them yourself. Generate the key under Integrations > API Settings. Important: When you create the key, don't forget to save a copy of the API Key outside of the Admin Center. For security reasons, the secret key will be obfuscated once the new setting is created, with only the first four characters remaining visible.

   Result:

   Tip: You can disable API settings at any time. When an API setting is disabled (unchecked) then all API calls to the Digital DX servers will be refused.
4. To enforce authentication for your integrations, you can choose Connection > Use HTTP Basic authentication (BA).

   With each call, Basic authentication sends an Authorization header containing the Base64-encoded username and password to the API trigger endpoint.

5. Under Trigger Settings, choose the following:

   Option	Description
   Item Type	Choose Chats.
   URL Type	Choose Agent Button.
   View	The View setting becomes available when the Type is Agent Button. View determines how target pages are opened when the trigger is fired. Popup - Open the target in a new pop-up window. Embedded - Open the target within a panel on the Bold360 interface. Tip: After setup, if your integration does not load properly in the workspace (for example, only a white panel is shown), the integrated service may not be displayed in an iframe. To resolve this problem, set View to Popup.

   Result:

6. On the Parameters tab you can define which parameters are passed when the API trigger call is made to your server. To add a parameter, click New.

   Option	Description
   Type	Chats Standard: Predefined parameters supported by the chat service. Select a field from the list and change the name of the parameter to be passed. Custom Field in Pre-Chat or Post-Chat: Custom fields, as defined in the Pre-Chat and Post-Chat form configurations. Type the name of the CustomField and change the name of the parameter. Custom Field in Operator Wrap-Up: Custom fields, as defined in the Wrap-Up configuration. Simply type the name of the CustomField and change the name of the parameter. Chat Transcript: Submits a JSON object containing all chat messages. Chat Message: Parameter for the trigger Chat message is added. Returns the chat message field for the message that was added. Operator: Submits a JSON object containing the details about the agent to whom the chat is assigned. Department: Submits a JSON object containing the department details to which the chat belongs.
   Field	The internal name of the parameter as used by the service. Important: You must select the fields you want included in cases when the configured trigger submits a JSON object. Fields are passed with the name selected in an object with the parameter name. This applies to Chat Transcript, Operator and Department parameters. For example, the following object is returned if Text, Name and Created Fields are selected for the Chat Transcript parameter: { "ChatTranscript": [ {"Name":"Customer","Text":"Hello there","Created":"2014-10-29T20:35:54.273Z"}, {"Name":"Agent","Text":"How may I help you?","Created":"2014-10-29T20:36:12.275Z"}, {"Name":"Customer","Text":"I think I figured it out. Goodbye.","Created":"2014-10-29T20:36:20.142Z"} ] }
   Parameter	The parameter name that will be used in the URL when a call is made to your server.

7. On the Filters tab you can define additional criteria before the trigger fires and make the call to your server. Several filter types are supported. For a trigger to fire, all criteria across filter types must be met. Within a filter type (such as Department), only one of the selected items needs to match.
8. Save your changes.

The Analytics API enables you to access and collect data from the Bold360 AI Analytics section.

1. To use the Analytics API, create an API key in your Bold360 AI account.

   For information on how to create a new API key, click here.

2. To retrieve analytics data with the API, use the get method.
   • For a JSONP response, use: https://my.nanorep.com/api/analytics/v1/get
   • To retrieve a CSV file, use: https://my.nanorep.com/api/analytics/v1/get.csv

   Table 1. Input parameters

   	Usage	Example
   cb	The JSONP callback method. Note: JSONP only.	cb=callbackMethod
   account	The account name.	account=myAccount
   apiKey	An API key with analytics read privileges for the required knowledge-bases.	apiKey=xxx-yyy-zzz
   kb	One or more knowledge-base names to obtain data for (comma-separated).	kb=English,Spanish
   analysis	Value analysis type. Possible values are: hourly daily weekly monthly	analysis=weekly
   days Note: You must provide either a day or month value when selecting a date range.	Date range in days to obtain data for.	days=14
   months Note: You must provide either a day or month value when selecting a date range.	Date range in months to obtain data for.	months=6
   timezone	Timezone in hours to obtain correct dates.	timezone=5
   values	List of values to include in output (comma-separated). List of possible values is provided in the table below.	values=engagements,resolved
   labelid (Optional)	Get data on specific label.	labelId=1CE001C

   Table 2. Possible values for values parameter

   Value name	Description
   Engagements
   answeredSessions	Total answers provided, including self-service, rechanneling, and tickets.
   interactions	Total interactions via Bold360 AI interfaces (widgets, Support Center, API, and so on).
   answered	Interactions where search has returned an answer.
   unanaswered	Interactions where search did not return an answer.
   resolved	Engagements resolved by Bold360 AI (visitor received an answer, and did not escalate or provide negative feedback).
   unresolved	Engagements not resolved by Bold360 AI (either no search result has been found or the visitor's question was escalated to an agent, or the visitor provided negative feedback).
   resolvedBySearch	Engagements resolved using the Search interface.
   resolvedBySearchAC	Engagements resolved using the Search interface by selecting an auto-completion suggestion (subset of resolvedBySearch).
   resolvedByFAQ	Engagements resolved using an FAQ interface (in Dynamic FAQ widget, or FAQs in embedded or floating widgets).
   resolvedBySupportCenter	Engagements resolved using a Support Center article.
   positiveFeedback	Number of positive feedback from all touchpoints.