Welcome to the Genesys
DX Support Center

Once you have set up a WhatsApp or Microsoft Teams messaging channel, complete additional configuration in Digital DX AI to customize the bot's behavior.

1. Define the answer the bot returns when it can't answer the customer's question.

   You can set up multiple messages or create articles that the bot returns when the customer's search yields no results. See How to configure conversational touchpoints to learn more about how to set these up.

   Note: You can't use an article for the final message as that prevents the bot from triggering the escalation.
2. Define channeling policies to cover different scenarios.

   Depending on whether you have a bot-only, agent-only or bot and agent messaging channel, you may define different channeling policies. See How do I define a channeling policy? to learn more about how to create a channeling policy.

   Agent only	If you want your customers to talk to agents only on the messaging channel, set up a channeling policy with a condition where the number of words is greater than 0. Add a message as an error answer that introduces the escalation option and explains customers that they will be connected to a live agent if it's business hours and agents are available. Note: To prevent the bot from providing an answer, you must have an empty knowledge base.
   Bot only	If you want your customers to talk to the bot only on the messaging channel, make sure you have defined error answers for when the bot can't find an answer to the customer's query.
   Agent and bot experience	If you want customers to talk to the bot first and outside business hours but have the option to talk to an agent, you might want to: Define a Day and time condition for the channeling policy that is used to escalate chats to agents Use labels on articles for which you want to provide agent support and define an Article label condition for the channeling policy

Once you have set up a WhatsApp or Microsoft Teams messaging channel, complete additional configuration in Bold360 Agent to customize the agent experience.

1. Set up a department for your new channel.

   If you didn't select a department during the integration steps, now's the time to do so.

2. Enable messaging channels for agents.
   1. Log in the Web Admin Center.
   2. On the Organization > Agents page, select the agent.
   3. On the Agent information tab, under Channels select Agent is available for Additional Channels.
   4. Save your changes.
3. Optional: Set up Smart Advisor.

   When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

   To use Smart Advisor as an agent, see Smart Advisor: Chatbot-assisted conversations.

   To set up Smart Advisor, see Integrate a chatbot.

4. Optional: Set up canned messages.

   Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

   To use Canned messages as an agent, see Canned messages for chat: Using predefined replies.

   To set up Canned messages, see Canned messages for agents.

5. Optional: Set up wrap-up fields.

   You can create labels (wrap-up fields) to organize items in a channel automatically according to rules or manually by an agent during wrap-up.

   To use wrap-up fields as an agent, see How to prepare a wrap-up.

   To set up wrap-up fields, see Wrap-up Fields: Organize items by Category, Custom Field, Status.

6. Optional: Set up automatic distribution.

   Automatic distribution is available for messaging channels under Messaging > Automatic Distribution. See Set up automatic distribution for messaging.

7. Optional: Set up routing rules.

   You can route your incoming messages to specific departments based on rules that you set up in the Web Admin Center. See Manage incoming messaging items according to rules (Messaging Rules Engine).

8. Optional: Set up inactive conversations.

   You can use this option to avoid the problem of filling up the agents' active queue. See How to configure messaging channels for more information.

To implement SMS functionality, you must configure an SMS account and provision a phone number to integrate with our SMS gateway.

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

As with chat functionality, the SMS service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming chat requests.

Note:

• Additional per message fees apply, check our website for block message rates.
• The SMS service does not support sending images.

1. Create a new SMS account:
   1. In the Web Admin Center, go to Channels > Messaging > SMS. The SMS Accounts page is displayed.
   2. Click Create New. The New SMS Account window is displayed.
2. Set Account Settings:

   Option	Description
   Name	The account name. Not seen by customers.
   Department	Associate incoming SMS with a department.
   Auto-End Interval	End sessions automatically when a customer's response is not received within the defined period.
   Thread Ownership	Choose how you want to handle the ownership of re-opened messenger threads: Original agent retains ownership of re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership. Original agent must re-accept re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned. Original agent must always re-accept conversations, even if open ? When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
   Business Hours	Set hours of availability specific to SMS functionality.

3. On the Auto Responder tab, configure how you want to automatically respond to incoming messages.

   Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.

   Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the customer to enter their email address. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, messages, email).
4. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
   • Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
   • Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
5. On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.
6. On the Phone Number tab, choose your Country and click Find Phone Number.

   Available countries:

   • Australia +61
   • Belgium +32
   • Canada +1
   • France +33 (Domestic SMS only)
   • Hungary +36
   • Ireland +353
   • Israel +972
   • Norway +47
   • Poland +351
   • Spain +34 (Domestic SMS only)
   • Switzerland +41
   • United Kingdom +44
   • United States +1

   Always check the Phone Number tab for the latest list of available countries.

   Tip: If you have your own Twilio account, click Show advanced setup and copy the following details from your Twilio Dashboard:

   Option	Description
   Twilio Account SID	The ID of the Twilio account that you use for messaging.
   Twilio Auth Token	The token that authorizes calls for the defined Twilio account.
   Phone Number	The phone number that has been provisioned for the Twilio account.

   Result: Once a number is provisioned for your account, the number is displayed on the Phone Numbers Dashboard in Twilio. This number is used to provide customers the ability to initiate SMS sessions from their mobile devices. If your organization supports messaging in multiple countries, then you must set up multiple Twilio accounts and define those SMS accounts one by one in Digital DX.

7. Save your changes.

Related Articles

• Set up a Facebook Messenger account
• Set up automatic distribution for messaging
• Manage incoming messaging items according to rules (Messaging Rules Engine)
• Get Training
• Get Training

Once you created a messaging channel for WhatsApp or Microsoft Teams, you can change the default status messages, define a context, or set up to auto-end conversations.

Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working.

To use WhatsApp for communicating with your customers, you need to create a messaging channel in Bold360 AI.

1. In the AI Console, go to Touchpoints > Widgets.
2. Under Conversation configuration, select Messaging applications.
3. On the Channels tab, choose the plus icon to create a new channel.

   Result: You are taken to the Create Channel page.

4. On the Create Channel page, enter a name and a description for the channel.
5. Select the knowledge base that the bot should use to serve your customers.
6. Enter the knowledge base API key.

   You need to provide an API key here that meets the following criteria:

   • It is set up to have access to the knowledge base you selected in the previous step
   • It has all permissions set to write
   • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

     Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

7. Select Bold360ai for Escalation Provider Type.
   • Make sure you have the correct Bold360 integration URL.

     Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

   • In the API Key filed, enter your Bold360 Agent API key.

     To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

   • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
8. Select WhatsApp for Provider.
9. In the DeploymentID field, enter your WhatsApp deployment ID.

   To get the DeploymentID, go to the WhatsApp Deployments tab of messaging applications.

   Note: The WhatsApp deployment was created beforehand with the help of your Customer Success Manager and should be active.
10. Save your channel settings.

As an administrator of your company, you must install the Bold360 app in Teams just as any other app.

To use Microsoft Teams for communicating with your customers, you need to create a messaging channel in Bold360 AI.

1. In the AI Console, go to Touchpoints > Widgets.
2. Under Conversation configuration, select Messaging applications.
3. On the Channels tab, choose the plus icon to create a new channel.

   Result: You are taken to the Create Channel page.

4. On the Create Channel page, enter a name and a description for the channel.
5. Select the knowledge base that the bot should use to serve your customers.
6. Enter the knowledge base API key.

   You need to provide an API key here that meets the following criteria:

   • It is set up to have access to the knowledge base you selected in the previous step
   • It has all permissions set to write
   • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

     Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

7. Select Bold360ai for Escalation Provider Type.
   • Make sure you have the correct Bold360 integration URL.

     Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

   • In the API Key filed, enter your Bold360 Agent API key.

     To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

   • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
8. Select Microsoft Teams for Provider.
9. In the Channelid field, enter your Microsoft Office tenant ID.

   To get your tenant ID, in Microsoft Teams, right-click a team and select Get link to team. Ask your administrator if you need help.

10. Save your channel settings.