Salesforce Articles

You can display additional record details on the Salesforce panel both in compact and expanded modes.

Remember: When you search for a record in the Bold360 Salesforce panel, the results are listed in compact mode. To switch to expanded mode, click the arrow to the right of the Salesforce record.
  1. To display additional details of Salesforce records, go to Salesforce Setup > Object Manager tab and select a Salesforce object.
  2. On the Page Layouts tab, select the page layout that you want to change.
    • To modify the expanded page layout, drag-and-drop the layout elements from the top of the page to the <Salesforce Object> Detail section.
    • To modify the compact page layout, click Mini Page Layout at the top of the page. Add fields from the Available to Selected column that you want to display and then Save your changes.
  3. Click Save when you are done.

How to work with Salesforce in Bold360

The Salesforce integration in Bold360 delivers highly customizable Customer Relationship Management (CRM) experience to Bold360 agents while they chat with customers. The integration increases agent efficiency by making Salesforce customer data directly available from Bold360.

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

Agents can access their company's Salesforce account during chat from the custom integration panel.

Agents can do the following during chat:

  • Search for customer data in the company's Salesforce account

  • Create and update accounts, leads and any other default or custom Salesforce objects directly from Bold360

Automatic lookup of Salesforce records during chat

When you open the Salesforce integration panel, Bold360 automatically searches for records in Salesforce that are associated with the relevant Salesforce objects as follows:

  • Bold360 searches for Salesforce records based on the customer's email address, first name, or last name, which is gathered from the pre-chat form of the chat window.
  • Bold360 then searches for those Salesforce records, which are related to the retrieved contact record and were defined during the Salesforce integration process.
  • If no contact record is found then, using the customer's email address, first name, or last name, Bold360 looks up any Salesforce record that were mapped to Bold360 during the Salesforce integration process. See Integrate Salesforce into Bold360.

How to search manually for Salesforce records during chat

If automatic lookup does not show any result, you can still manually search for information that is relevant to the customer in your company's Salesforce database. To do so, type a term in the search field and press Enter. The results are displayed on tabs, where each tab represents a Salesforce category. Click on a search result to see detailed information.

After searching for customer data, you can either link the current chat to an existing record or create a new record in Salesforce.

How to link a chat conversation to Salesforce during chat

When you find customer data in Salesforce about the person who you currently chat with, you can link the current or a past chat session to the customer's record in Salesforce. This way, you can append the chat transcript in Salesforce to the customer's chat history that helps your sales team to follow up with customers. To link a chat session, click the Link button next to the item in the results.

The chat transcript is sent to Salesforce when the chat is closed in Bold360.

Note: You can link the chat conversation only to one Salesforce record on each tab.

How to create Salesforce records during chat

If your search does not retrieve any result, you can create Salesforce records while you chat with a customer.

  1. On the Salesforce panel, click Create a New Contact at the bottom of the results list.

    Depending on what type of customer data you want to create, the button is named differently.

  2. Fill in all available information. Details that the customer provide on the pre-chat form are filled in automatically.
  3. Click Save & Link.

The new contact is now available in Salesforce and the chat transcript is automatically linked to it.

How to configure Digital DX Conversation Integration

After installation, configure the Bold360 Conversation Integration app.

  1. In the Salesforce App Launcher, select the Bold360 item.
  2. Navigate to the Bold360 Setup

    Result: The Object Summary page is displayed.

  3. From the Select Salesforce object drop-down list, add all the relevant objects that you want to use in the Agent workspace. By default, you can select the following Salesforce objects:
    Salesforce object Description
    Account Displays customer account information in the Bold360 Agent workspace.
    Case Displays cases related to the customer.
    Contact Displays customer contact details.
    Lead Displays information about leads related to the customer.
    Opportunity Displays information about opportunities related to the customer.

    Result: You can also select custom Salesforce objects as described in How to add a custom Salesforce object to the Bold360 Salesforce panel.

  4. Configure each object, following the steps below.
    1. Click the object name to see its details and enable it at the top of the page.
    2. From the Select Channel(s) drop-down list, select a channel that you want to support.
      Note: Currently, only the Chat channel is supported.
    3. Set Permission to Read/Create.
    4. Select a Salesforce object page layout, which defines the relevant fields that users can view and edit in Salesforce. Click Save when you are done.
    5. Under Field Mapping, click Configure to set up the mapping between chat window fields and the fields of the selected Salesforce object.
    6. Select a chat window to map its fields to your Salesforce account.
    7. In the chat field mapping section, select the fields of your Bold360 chat window that you want to save to your Salesforce account. Click Add when you are done.
      Important: For field mapping to work properly, you must be aware of which fields are available in Salesforce and what the equivalent of those fields are in the Agent Workspace.
    8. For each Digital DX chat field, select a corresponding Salesforce field from the drop-down lists. This way, you can automate the process of filling in customer information.
    9. Click Save.

      Result: To set up the field mapping between multiple Bold360 chat windows and your Salesforce account, you must repeat the configuration process from step 4.f.

For information on other integrations, see developer documentation.

About Bold360 and Salesforce field mapping

You can map the following Bold360 fields to Salesforce fields:

Bold360 field Type Description
Area Code Numeric The are code of the customer's phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey.
Category Text The User Category that the Agent selects in the post-chat form.
Chat ID Numeric Bold360-assigned unique identifier for each chat session.
Chat Name Text The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey.
Chat URL URL Specific web address from where the chat was started.
City Text The city of the customer based on the geographical location of the specific IP.
Closed Text Date and time in UTC format when the customer closed the chat window.
Comments Text Comments that the customer provided in the post-chat survey.
Country Text The country of the customer based on the geographical location of the specific IP.
Created Text Date and time in UTC format when the chat was created by clicking the button or invite.
Custom URL Text The custom URL of the chat that's not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.
Department Text The name of the Bold360 Department that the chat was most recently assigned to.
Due Date Text This field is no longer actively used
Ended Text Date and time in UTC format when either the customer or agent ended the chat.
Ended By Text The party who ended the chat session.
Ended Reason Text Reason for why the chat was ended, which is either disconnected or closed.
First Answered Text Date and time in UTC format when the chat was first answered.
Flagged Binary Displays whether the chat was flagged within Bold360.
Folder Text Name of Bold360 folder in which the chat was created.
Initial Question Text Initial question of the customer as entered on the pre-chat form.
IP Numeric The IP address of the customer's device connecting to Bold360.
Knowledge Numeric Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Last Visitor Message Sent Text Date and time in UTC format when the customer's most recent message was received.
Net Promoter Score Numeric Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Operator Text The name of the most recently assigned agent.
Operator Message Count Numeric The number of messages that agents sent.
Overall Numeric Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale. Only available when post-chat survey is enabled.
Page Type Text The last page of a chat window presented to a customer:
  • 0 - The "final" page type (where the chat window is closed)
  • 1 - The main chat page
  • 5 - The post-chat survey form
  • 6 - The pre-chat survey form
  • 7 - The unavailable email form
  • 9 - The "browser unsupported" page
  • 10 - The post-chat survey submitted notice page
  • 11 - The unavailable email submitted notice page
  • 12 - The "no operators" page shown when there's no available email form.
  • 14 - The "chat not validated" page shown when validation fails.
Professionalism Numeric Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Region Text The state/province of the customer based on the geographical location of the specific IP.
Responsiveness Numeric Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Reverse IP Numeric The IP address of a customer's IP. Used for reverse DNS lookup.
Started Text Date and time in UT format when a chat was started from the chat queue.
Status Text Status of the customer as selected by Agent in the post-chat form.
Unresponded Message Count Numeric Number of customer-sent messages received since the last agent message.
Visit Email Text The email address of the customer, captured within the VisitEmail parameter or through Email in the pre-chat survey
Visit ID Numeric Bold360-assigned unique identifier for each site visit.
Visit Info Text Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code.
Visit Phone Numeric The phone number of the customer, captured within the VisitPhone parameter or through Phone in the pre-chat survey.
Visit Ref Text Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code.
Visitor ID Numeric Bold360-assigned unique identifier for visitor.
Visitor Message Count Numeric The number of messages that the customer sent.

How to display chat transcripts in a Salesforce object

How to display chat transcripts in a Salesforce object

You can associate chat transcripts with Salesforce objects so when you open a record in Salesforce, you see the transcripts of all related chats.

  1. When you log in to your Salesforce account, go to the Salesforce Setup > Object Manager tab and select the object where you want to display chat transcripts.
  2. On the Page Layouts page, select the layout that you want to associate with chat transcripts.
  3. From the Related Lists group at the top of the page, drag and drop Bold360 Conversations to the Related Lists section of the page.
  4. Click Save when you are done.

How to set up a custom Salesforce domain in a single sign-on environment

  1. Create a new integration user in Salesforce with the permissions to read and create objects within Salesforce.
  2. Open a new browser window and make sure that you're not currently logged into Salesforce as another user.
  3. Log into Salesforce as the newly-created integration user, using the following URL format: <domain>.my.salesforce.com/?login, where <domain> is the custom domain name for the customer's Salesforce environment.
    Note: Using this URL you can log in with only your username and password and you don't have to disable single sign-on or add the integration user to the organization's identity provider or active directory.
  4. Once logged into Salesforce as the integration user, open a new browser tab.
  5. On the new browser tab, open https://admin.bold360.com and log in as an agent that has access to the Salesforce connector setup.
  6. Once logged into the Bold360 Web Admin interface, access the Salesforce connector setup at Integrations > Salesforce.
  7. Enter the name of the custom domain and click Set up integration.

    Result: You will be redirected to a Salesforce page.

  8. On the Salesforce page click accept to proceed.

Integrate Salesforce into Bold360

Salesforce integration delivers highly customizable Customer Relationship Management (CRM) experience to Bold360 agents while they chat with customers.

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

The integration increases agent efficiency as it makes Salesforce customer data directly available from Bold360. An agent does not have to switch between Salesforce and the Bold360 Agent Workspace since the integration makes Salesforce customer data directly available from Bold360.

The properly configured integration provides a link on the custom integration toolbar next to the customer's name that agents can use to access their Salesforce account during chat sessions.


Figure 1. Agent's view when the Salesforce panel is active

To set up Salesforce in Bold360, you must do the following:

  • Install the Bold360 Conversation Integration app in Salesforce.
  • Set up the integration in Bold360 Admin Center.
  • Configure the relevant Salesforce objects and then map the Bold360 chat fields to Salesforce customer data fields.
  • Optionally, set up Salesforce to display chat transcripts when you open Salesforce objects.

What are the advantages of integrating Salesforce into Bold360?

  • You can use standard and custom objects, such as Accounts, Cases, and Contacts
  • Record lookup finds messaging transcripts
  • Real-time object updates
  • Knowledge share: customer gets the same information regardless of channels
  • Adds a single pane in Bold360 Agent Workspace
  • Create Salesforce cases in Bold360 with knowledge available

How to enable the Salesforce integration in Bold360

After setting up Bold360 Conversation Integration, the connection between Salesforce and Bold360 must be enabled.

  1. In the Web Admin Center, go to Integrations > Salesforce.
  2. Select the domain that you want to use to connect to your Salesforce account:
    • If your organization registered a custom domain with Salesforce, such as yourdomain.my.salesforce.com, then select Use a custom domain and define that domain in the field below.
      Tip: If your organization enforces Single sign-on ("SSO"), see How to set up a custom Salesforce domain in a single sign-on environment.
    • Otherwise, select Connect via salesforce.com
  3. Click Set up integration.

    Result: You are redirected to Salesforce.

  4. On the Allow Access page in Salesforce click Allow.

    Result:

    Note: You cannot change the list of required permissions. You are redirected to Bold360.
  5. Optional: Select the Trigger Filters that you want to apply to block certain agents from using the Salesforce integration.

How to enable the Salesforce integration for an agent

For individual agents, you can enable the Salesforce panel in the agent workspace to be able to look up customer information in the organization's Salesforce account.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Advanced Settings tab, select a Designated Salesforce Connector.
  3. Save your changes.

For information on how to set up the Salesforce connector, see Integrate Salesforce into Bold360.

How to add a custom Salesforce object to the Bold360 Salesforce panel

You can add custom Salesforce objects to the Bold360 Salesforce panel by creating it first in Salesforce and then adding it to the Bold360 Conversation Integration managed package.

  1. To create a new custom object, go to the Salesforce Setup > Object Manager tab, then click Create > Custom Object.
  2. Fill in the details of your custom Salesforce object and click Save when you are done.
  3. To add the new custom object to the Bold360 Salesforce panel, do the following:
    1. Go to the Salesforce Setup > Object Manager tab and select the Bold360 Conversation object.
    2. On the Fields & Relationships page, click New and define the field relationship.
    3. In Step 1, select Lookup Relationship for Data Type and click Next.
    4. In Step 2, select your custom Salesforce object from the Related To drop-down list and click Next.
    5. In Step 3, enter the Field Label that you want to display on the Bold360 Salesforce panel as a new tab. Click Next when you are done.
    6. In Step 4, select the Salesforce user profiles who should see the new tab on the Bold360 Salesforce panel. Click Next when you are done.
    7. In Step 5, select the Salesforce Page Layout which should include this new field. Click Next when you are done.
    8. In Step 6, select the Salesforce Page Layout that should be related to this list. Click Save when you are done.
  4. From the App Launcher, select the Bold360 Setup item.
  5. On the Object Summary page, configure your custom Salesforce object to be displayed on the Salesforce panel in the Agent Workspace:
    1. Select your custom object from the Add more Salesforce Object(s) list and click Add.
    2. Click the name of your custom object to view its details and enable it at the top of the page.
    3. From the Select Bold360 Channel(s) drop-down list, select a channel that you want to support.

      Result:

      Note: Currently, only chat is supported.
    4. Select a Salesforce object page layout, which defines the relevant fields that users can view and edit in Salesforce when entering data and click Save.
    5. Under Field Mapping, click Configure to set up the mapping between Bold360 chat window fields and the fields of the selected Salesforce object. For more information, see About Bold360 and Salesforce field mapping.
    6. Select a Bold360 chat window to map its fields to your Salesforce account.
    7. In the Bold360 chat field mapping section, select the fields of your Bold360 chat window that you want to save to your Salesforce account. Click Add when you are done.
    8. For each Bold360 chat field, select a corresponding Salesforce field from the drop-down lists. This way, you can automate the process of filling in customer information. Click Save when you are done.

      Result:

      Important: For field mapping to work properly, you must be aware of which fields are available in Salesforce and what the equivalent of those fields are in Bold360.

How to install Bold360 Conversation Integration in Salesforce

How to install Bold360 Conversation Integration in Salesforce

The Bold360 Conversation Integration app acts as a mediator between Bold360 and Salesforce and is responsible for the communication between the two systems.

  1. Make sure that all customer information that identifies a Salesforce object is also configured on the Bold360 pre-chat form. You can do so in Channels > Chat Windows > Edit Chat Window > Pre-chat form.

    Result:

    Tip: The integration retrieves better results if the customer provides more information on the pre-chat form.
  2. Log into your Salesforce account and follow this link to install the package.
  3. On the Install Bold360 Conversation Integration page, check the option, select who can use the app, and click Install.
    Note: At the moment the Bold360 Conversation Integration app is not a part of Salesforce's AppExchange Partner Program.
  4. On the Approve Third-Party Access page, select Yes, grant access to these third-party web sites and click Continue.
  5. Click Done.
    Note: The installation may take a while. You will receive an e-mail once it's done.

The Bold360 Conversation Integration app appears on the Installed Packages page of Salesforce.

How to integrate BoldChat with Salesforce

By integrating Salesforce and BoldChat, your organization will be able to create Salesforce objects from active or inactive chats directly from the operator client application.

Operators are presented with a dynamically rendered screen that matches fields in Salesforce. The fields presented in the dialog can be restricted or excluded in two ways: By using an exclusion list or by correlating an operator to a Salesforce profile.

Important: Salesforce integration is only available to BoldChat Premier and Enterprise subscribers.

Features and advantages:

  • Chat agents have the tools they need inside the BoldChat interface.
  • Fields can be excluded from view to improve efficiency.
  • Required field types are supported.
  • Custom fields are supported.
  • Data is pre-populated but also editable.
Note: For information about Salesforce and data residency, see Data Residency Options.

Salesforce Configuration

BoldChat's Salesforce Module Setup

To utilize the module, BoldChat/Salesforce administrators must configure a Salesforce connector by following the implementation process below.

  1. Install the BoldChat Salesforce Module v1.9 from this link.

    Result: This will put a "BoldChat" app in your Salesforce interface.

  2. Decide what Salesforce user login you will be using for the BoldChat integration setup. This could be one of your existing Salesforce user logins, or a new, separate one that you create. This user must have the "API Enabled" permission checked in their "Profile" or must be an "API Only" type of user. The significance of deciding on the Salesforce user login to use is that the login credentials for this user will be setup in the BoldChat account setup so that the BoldChat system can pass data to your Salesforce account via the API.
    Note: If you would like to correlate a BoldChat Operator with a specific Salesforce user Profile, you will need to create multiple Salesforce connectors. Specifically, a connector should be set up for every Salesforce profile you would like available to associate with a BoldChat operator. Use the credentials of a Salesforce user that has the associated profile and access to the API. Our system will then use these credentials for Layout presentation and data insertion.
    After creating multiple connectors for the Salesforce Profile, edit your operators account and choose which connector they should use. This can be accomplish by navigating to Setup > Account Setup > General > Operators, select the Salesforce tab and then choose the desired Salesforce connector to associate to the operator.
  3. Make sure you have the latest version of the BoldChat client application installed. You can download it for free from here: http://www.boldchat.com/live_chat_software/downloads.jsp
  4. Launch your BoldChat client application, and log in.
    1. Access the Salesforce Integration Module configuration by navigating to Setup > Account Setup > General > Salesforce Connectors.
    2. Click "New" to create a new integration connector profile.
    3. Give the profile a "Name", such as "Salesforce Connection" (this is just for labeling purposes, so any name will work).
    4. Select the "Active" checkbox.
    5. Select "Salesforce" from the "Connector Type" drop-down.
    6. Enter your Salesforce "Username" and "Password".
    7. Temporarily, uncheck both of the "Lookup" options then select the "Never create a Case" option. (We will come back to these options later)
    8. Click the "Test" button, it should fail, but will provide you a dialog and message providing you with the IP addresses that you will need to setup in your Salesforce account ... write these IP addresses down.
    9. Click "Save", then close the "Account Setup" dialog.
  5. Now you need to setup the BoldChat IP addresses as trusted IP's in your Salesforce account. Log back into your Salesforce account (with an administrator login) and select Setup > Administrative Setup > Security Controls > Network Access. Click New and input the IP addresses that were provided in the BoldChat dialog message when you did the "Test" button above. If the IP's are consecutive, input the first one as the start of the IP address range and the 2nd one as the end of the IP address range. If the IP's are NOT consecutive, then create two ranges with just one of the IP's as both the start and end of that range. This configuration will allow the BoldChat servers to be able to access your Salesforce account via the API to put your chats into Salesforce.
  6. Go back to your BoldChat client application, click Setup > Account Setup > General > Salesforce Connectors. Select your profile, and choose Edit. Now, try the Test button again ... it should confirm that the connection works now. Your BoldChat / Salesforce integration in now configured. The trigger event in BoldChat, to send the chat information to Salesforce, is when the chat session "closes". This happens automatically, 1 minute after the chat session "ends" (i.e. turns italics and the operator and visitor can no longer send messages back-and-forth to each other).
  7. Try the Test button again.

    Result: It should confirm that the connection works now. Your BoldChat / Salesforce integration is now configured. The trigger event in BoldChat to send the chat information to Salesforce is when the chat session "closes". This happens automatically 1 minute after the chat session "ends" (that is, turns italics and the operator and visitor can no longer send messages back-and-forth to each other).

Additional Setup ? Connector Settings Reference

Below are detailed references for the various setup options available in the BoldChat/Salesforce Integration module. These options will allow you to configure integration automation, custom objects, custom fields and the BoldChat to Salesforce data field tie-ins. BoldChat tie-ins allow you to directly associate a value from interactions with visitors using BoldChat to specific fields within Salesforce. Once these associates are made, the Salesforce object presented in the BoldChat/Salesforce object dialog will have the values automatically populated for insertion into Salesforce.

When to create a Chat

Never create a Chat object
This choice will prevent a Chat Object from being created automatically, even if a Salesforce object is create from the Salesforce Button .
Always, when it closes
Choosing this selection will automatically create a Chat Object within your Salesforce account.
When flagged or it's associated with another Salesforce object
Choosing this selection creates a chat record when either an agent uses the Salesforce button to manually create a Salesforce object or when an agent flags a chat.
Only when it is associated with another Salesforce object
Choosing this option creates a chat record only when an agent uses the Salesforce button to manually create a Salesforce object.

When a Chat is created

Look-up Contact by email address
  • This option will cause the BoldChat Salesforce Module to try to find an existing "Contact" in Salesforce that matches the email address associated with the chat session. Specifically, this is the visitor's email address that can be prompted for in the pre-chat form, or can be programmatically passed into the chat through the "ve" URL parameter when the chat is launched from your web page.
  • If an existing Salesforce "Contact" is found, then the resulting "Chat" record created in Salesforce will be automatically associated with that Contact.
  • If you have the option configured to automatically create a "Case" for the chat (see setup option description below), then the resulting "Case" record will also be automatically associated with the Contact.
  • If an existing Salesforce "Contact" is NOT found, then the "Chat" record (and optionally the "Case" record) is not associated with a contact. That is, those association fields are left empty.

When to create a Case

  • Create a Case if the chat's user status is "case" - When the "Chat" record is created in Salesforce, a "Case" record will also be created if the BoldChat's chat "Status" field value was set to "case", at the time that the chat closed. Note, you can define the chat "Status" field values in BoldChat by navigating to Setup > Account Setup > Chats > Chat Statuses.
Never create a Case
Choosing this selection prevents a Case from being automatically created and associated when the "Chat" record is created in Salesforce.
Create a Case for every chat
Choosing this selection will automatically created a Case and then will be associated to the "Chat" record when it is created in Salesforce. This will happen on every closed chat.
Create a Case if the chat is flagged
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the chat was flagged in BoldChat at the time that the chat closed.
Create a Case if the chat's user category is "case"
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the chat's "Category" field value in BoldChat was set to "case", at the time that the chat closed.
Note: You can define the chat "Category" field values in BoldChat in the "Account Setup" > "Chats" group > "Chat Categories"
Create a Case if the chat's user status is "case"
When the "Chat" record is created in Salesforce, a "Case" record will also be created if the BoldChat's chat "Status" field value was set to "case", at the time that the chat closed.
Note: You can define the chat "Status" field values in BoldChat by navigating to Setup > Account Setup > Chats > Chat Statuses.

How the Owner field is set

The Owner field is not set
The "Owner" field will not be explicitly set; however, it will default to the Salesforce user used by the API. If you opted to set up multiple connectors to take advantage of Salesforce profiles, using this option will set the owner to the Salesforce user based on the credentials used for the connector. See Using Salesforce User Profiles below for more information.
Set to User with operator's email
The "Owner" field will be set to the Salesforce user that has an "Email" field value that matches the "Email Address" field value of the BoldChat operator that handled the chat session.
Set to User with operator's name
The "Owner" field will be set to the Salesforce user that has a "Name" field value that matches the "Name" field value of the BoldChat operator that handled the chat session.
Set to User with operator's username
The "Owner" field will be set to the Salesforce user that has a "Username" field value that matches the "Username" field value of the BoldChat operator that handled the chat session.
Note: This settings applies to the "Owner" field of the "Chat" record created in Salesforce, and also the "Case" record that might optionally be created at the same time (per above configuration).

Configuring Active Objects

Use the active object configuration area to manage your list of Salesforce object types that can be manually inserted using the Salesforce button from the Chats, Emails and Calls user interfaces. The new integration module supports both default and custom Salesforce objects. The Active Objects dialog also allows you to create custom data tie-ins that provide the ability to correlate BoldChat derived data to specific Salesforce object fields. For example, if you collect data using a custom field on your pre-chat form and you would like this information automatically tied to a certain field within Salesforce, you can create a tie-in. When an agent selects an object from the Salesforce button drop down to manually insert a new record, the data associated with the tie-in will automatically populate based on the value from the pre-chat form field.

Creating a New Salesforce Object

The following steps provide an example for creating and configuring a Salesforce object, specifically a Salesforce Opportunity object.

  1. From the Active Objects menu, click New.

    Result: The Add Salesforce Object Type dialog appears.

  2. The selection drop-down will then populate any available Salesforce objects within your account, both default and custom. Select Opportunity from the drop down and click add.

    Result: The Edit Salesforce Object dialog appears.

  3. Note: This step is optional.
    By default, all fields associated with this object type will be presented to the Operator when manually inserting the object. If you prefer to restrict some fields for efficiency, select New under the excluded fields area. The Add Field dialog appears and provides you a list of the available fields for the object that you may exclude. Create an exclusion for each field you prefer not to expose.
  4. Note: This step is optional.
    Service Tie-ins allow you to associate certain data points from BoldChat directly to fields within Salesforce. For example, if you collect data using a custom field on your pre-chat form and you would like this information automatically tied to a certain field within Salesforce; you can create a tie-in and it will be populated in the Salesforce field when an operator manually creates it from the BoldChat interface.
    1. Source Field- Select the BoldChat Service you want to select data from (Chat, Calls, Email, etc.).
    2. Select the BoldChat field from the drop down field that you want the Tie-in to be based on, if it's a custom field, check the custom field box.
    3. The Advanced Lookup area provides support for Salesforce Reference type objects; such as lookup fields. If you're unsure of the values you need to enter, consult your Salesforce Administrator for assistance.
    4. Use the Target Field to select the field in the Salesforce object you wish to pass the data into. Make a selection from the drop down, and if desired, create a default value in case the data is not available in BoldChat (i.e. the visitor didn't provide the information).
    5. Select Save and the Tie-in is complete. Repeat the above steps as required.

Using Salesforce Profiles

Salesforce User Profiles

"Salesforce User Profiles" is a collection of settings and permissions that define how users can access/insert records, how they see the data, and what they can do within the application. With enhanced integration, you can correlate BoldChat users to their appropriate Salesforce user profiles. This provides the familiar and permission-controlled interaction your agents are used to; all within the BoldChat interface.

If you would like to take advantage of Salesforce Profiling capabilities, you will need to have Profiles configured in Salesforce and then configure multiple Salesforce connectors within BoldChat. Specifically, a connector should be set up for every Salesforce profile you would like to use. By using credentials of a Salesforce user that has the associated profile and access to the Salesforce API, BoldChat will use these credentials for Layout presentation, data insertion an any other restriction that may be imposed by the profile.

Operator Configuration

After creating the connectors, simply edit your operators account and choose which connector you wish them to be associated to. This can be accomplish by navigating to Setup > Account Setup > General > Operators, selecting the Salesforce tab, and then choosing the desired Salesforce connector to make the association.

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Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of January 18, 2022

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11