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The following table details a feature comparison between Bold360 legacy SDK and Genesys cloud mobile SDK.

As we progress towards Bold360 EOL, we invite you to check out the Genesys Cloud Mobile SDK features.

Legend:

(error) - Not supported, does not exist

(minus) - Should be disabled/removed

(tick) - Supported

(plus) - In the roadmap

Feature/

Functionality

 Bold360 Genesys Cloud Notes
Integration with full UI solution (tick) (tick) Internal SDK UI components configurations remain unchanged. However, setting them to the chat is changed.  
Integration with messaging engine only solution (error) (tick) Please integrate with the engine through listeners and control your own UI functionality according to provided chat states and data.
SDK imports

Android: requires 4 dependencies import via Gradle

iOS: via CocoaPods

Android: requires 3 dependencies import via Gradle

iOS: via CocoaPods

Android: import URL source location changed

iOS: import URL source location changed
System requirements

Android

  • android API: 16(+)
  • Gradle: 5.3.1(+)
  • android gradle plugin: 4.0.0(+)
  • Kotlin plugin version: 1.3.21(+)
  • optional - Android studio: 3.5.0(+)

iOS

  • iOS 10(+)
  • ARC
  • CocoaPods

 

Android

  • android API: 21(+)
  • Gradle: 7.4(+)
  • android gradle plugin: 7.3.1(+)
  • Kotlin plugin version: 1.7.20(+)
  • optional - Android studio: Dolphin 2021.3.1(+)

iOS

  • iOS 13(+)
  • CocoaPods
 Upgrade your developer's app at least to the minimum supported versions.
Documentation Available on GitHub Available on Genesys Developer Center Switch to the new documentation site.
Samples

UI integration Sample covers all major features. Can be found on GitHub.

 UI integration Sample covers all major features. You can find this documentation on GitHub.

Developers need to get the sample from a different GitHub repository.
History support

(tick)

by customer

(tick)

by BE

History maintenance on customer side is no longer necessary.

Injected messages tracking listeners remain available for the customers  for now.

ChatElementListener/
ChatElementDelegate
Async messaging (error) (tick) Integrate with mobile digital SDK.
Chat with bot

(tick)

Initiated by developer

 (plus) Configure conversation with Bot flows on architect  console.
Sync live messaging

(tick)

Escalated by bot, or initiated by developer.

 (error) Migrate to Messenger async chat.
Chat session and continuity

(tick)

Partial support for bot sessions by SDK.

Closed live chat sessionscan't be restored. 

 (tick) Session continuity is provided internally. The account details are enough as long as the session was not expired or closed.
Chat account (tick) (tick) Use MessengerAccount.
SDK's UI integration into app (tick) (tick) Unchanged.
Chat state events and error notifications (tick) (tick) -
Listening to chat messages changes (tick) (tick) -
URL links (tick) (plus) -
User tracking (tick) (plus) -
Chat availability (tick) (tick)

Use messenger account  on availability request activation.
Chat forms:  post/pre/unavailable (tick) (error) -
HTML formatted messages (tick) (minus) Messages content should not rely on HTML parsing logic.
MD formatted messages (error) (plus) -
User call in queue status

(tick)

Sync live chat

(minus)

Not needed

 -
Agent identity  (tick) (plus) -
Avatar display (tick) (plus) -
Temporary  messages

(tick)

Sync live

 (minus) -
Messages injection by app (tick) (tick) -
Handover (tick) (minus)  
Chat entities and personal information (tick) (minus) -
Custom Welcome message by app (tick) (minus) -
ExtraData support (tick) (plus)

Add key/value attributes to the messenger account.

Use attributes update API for changes.
Chat context support (tick) - -

UI components

Feature/

Functionality

 Bold360 Genesys Cloud Notes
Chatbar (tick) (plus) -
Feedback per conversation (tick) (plus) -
Feedback (pre- response) (tick) (plus) -
Quick options/ quick replies (tick) (plus)

Configure messages with quick replies on Architect  console.
Persistent options (tick) (plus) -
Channels (tick) (minus) -
Carousel (tick) (plus) -
Localization (tick) (tick) Define which languages should be supported and set a default language on the console. 
UI centralized configuration

(tick)

Partially supported for bot

(tick)

Partially supported; more features coming soon

 Configure available UI configurations on console for deployment.
Configure UI components on SDK (tick) (minus) Set UI configurations on the console.
Override SDK's UI components

(tick)

On Android only

 (minus)

Set UI configurations on the console.
Escalation from Bot to agent (tick) (tick) Configure bot first with agent escalation for the account on the Architectconsole.
Chat can be ended (tick) (plus) -
Voice support (tick) (plus) -
Dictate/record message text (tick) (tick) -
Messages readout (tick) (minus) -
Accessibility

(tick)

Partially supported

(tick)

Partially supported

 -
Basic ChatController and chat UI integration flow (tick) (tick) -
Typing indication (tick) (plus) -
Article view (tick) (plus) -
Configurable maximum displayed message  length   (tick) (minus) -
Autocomplete (tick) (minus) -
File upload (tick) (plus)

File picker implementation on hosting app is redundant.
File upload progress notifications (tick)

(plus)

Depends on selected solution

If you work with Messenger core solution, integrate with new upload progress events.

If you work with UI solution - no events listening are needed.
Bot transcript sent to agent on escalation (tick) (tick) -
Chat transcript sent to user (tick) (plus) -
Dark mode

(tick) 

  • Supported on iOs
  • Partially supported on Android

(tick) 

  • Supported on iOs
  • Partially supported on Android
 -

 

What is the Bold360 AI Mobile SDK?

You can find the Bold360 AI Mobile SDK documentation in the Bold360 Developer Center.

You can also find information about our APIs and SDKs at the following websites:

New repository for mobile and HTML SDK documentation and code samples - https://github.com/genesys/

Legacy references still available:

Bold360 for developers

Bold360 offers tools and integrations to help customize your implementation.

API and SDK resources in the Bold360 and BoldChat Developer Center

Please refer to the Bold360 and BoldChat Developer Center for detailed documentation.

All BoldChat solutions other than the Salesforce integration are valid for Bold360 as well.

Zendesk Integration

Provide a link that agents use to access Zendesk during chat sessions. To set up the Zendesk integration, use the desktop version of the BoldChat client. Learn more at the BoldChat Help Center: Zendesk Integration.

Tip: When the agent is using Window 8.1 with Internet Explorer 11, the agent must select the following options under Advanced Privacy Settings: Accept First- and Third-party Cookies, Always allow session cookies.


Figure 1. Zendesk link


Figure 2. Zendesk, as seen in Bold360
Related Articles

Announcements

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.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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