Article Management Articles

How to manage localization in the Digital DX  AI platform?

One of the most efficient ways to manage translations/localization is to use GeoFluent, which works in search and conversational widgets alike. However, if you do not have a GeoFluent account, you can still use Digital DX AI's built-in translation management feature: as a Knowledge Manager, you can control the localization of individual articles, directly from the Article Editor.

Important:
  • This solution is limited to search widgets.
  • You must have at least two knowledge bases set up on your account that are part of the same translation group. Contact your Customer Success Manager to set up additional knowledge bases.

Even though this solution is available in search widgets only, it works in conjunction with auto-translation:

  • If there is an article in the user's language, then that is presented
  • If there is no relevant article, then the English KB is searched and the response is translated on-the-fly with Google Translate

To create a localized version of an article, do the following:

  1. In the AI Console, go to Knowledge > Articles.
  2. Open an article that you want to localize.
  3. On the Localization tab of the Article Editor, click Add localization.
  4. From the Choose KB drop-down list, select the knowledge base where you want to create the localized version of the selected article.
  5. Define the appropriate translation for the selected article:
    • On the Choose an existing answer tab, you can search for an article in the target knowledge base that contains the translation of your article (if you know there is such an article)
    • Otherwise, on the Write Answer tab, you can verify that the translation provided by Google Translate is correct
  6. On the Write Answer tab, add the necessary phrasings to the localized articles and make sure the article is Set Live.
  7. Save your changes.

    The Localization tab, now lists all localized versions of the article. The list includes the name of the user who last edited the localized article, the knowledge base that contains the localized article and the title of the article. Click View next to a localization to open the translated version of the article.

  8. Publish the original article to make the localized versions available.

The number of localized versions of an article is displayed on the Articles page:

How do I add a link to a Bold360 AI answer?

To help your customers find related information, you can add links to other articles in your knowledge base.

  1. In the Article Editor, click on the (link) icon in the answer toolbar to open the Link dialog.
  2. On the Link Info tab, enter the text that you want to display as a link.
  3. Select Article from the Link Type drop-down.
  4. Optional: Select the Link to specific variation checkbox.

    When you create a link to an article with multiple variations, by default, Bold360 AI chooses the correct variation based on the context. This option enables you to create a link to a specific article variation yourself.

  5. In the Select an answer field, start typing the title of the article that you want to display once the link is clicked.

    Result: A list of matches is displayed.

  6. Select an article.

    If you selected the Link to specific variation checkbox, you can find and select a specific variation of an article.

Example:
 

For an example, we have created this link. Clicking it will direct you to the linked Bold360 AI answer.

What are the best practices for content creation?

Follow these guidelines about how to phrase intents and create article content to make the most of Bold360 AI's Natural Language Processing (NLP) algorithm.

When phrasing intents, keep in mind the following:

  • It?s best to phrase the intent as a question in natural language.
  • Bold360 AI?s NLP algorithm works best with questions that are three to eight words long.
  • Boring is good, so be consistent in how you formulate intents.
  • Use a single statement as intent, for example, What do I do if I can't log in? and avoid phrasings like What do I do if I cannot login, my password is rejected??. Add alternatives ways of asking about the same issue as phrasings to the article.
  • Avoid using acronyms and descriptions in titles like Is PayPal (PP) accepted?. Add synonyms for acronyms. Create phrasings for acronyms that are composed of three or more words.
  • Turn off autocomplete for articles like error messages and negative articles like I want to cancel by unselecting Search and Auto-Complete on the Visibility tab for the article.
    Note: You can also turn off autocomplete for phrasings if necessary.

When composing the answers, remember to:

  • Keep them short.
  • Engage readers using a variety of media: pictures, videos, gifs, tables and so on.
  • Use formatting options like bold, italics, underlining, bullets and so on.
  • Display content on multiple pages if needed; it is a good way to break up look articles to make them more digestible to the reader.
  • Take into consideration that the content may be consumed on a variety of interfaces: mobile, floating widget, support page and so on.
  • Create focused questions and answers and consider what the user really needs, for example, full user guide or steps on how to use the image button.
  • Use channeling instead of including phone numbers directly in the article answer body, especially when deflection from the phone channel is measured?.
  • Periodically revise your FAQs to keep suggested responses relevant.
  • Use conversational flows and article trees when you need more information from customer to provide an answer.
  • Use hyperlinks and ensure that the bot follows, or the link opens in a new tab:
    • Use when answering the question is best done by pointing to a page with a lot of information for user to explore.
    • Use when information is constantly changing and updates are made to that page rather than having to update the article.

How can I find answers with links/images in my knowledge-base?

You can customize the filter in the Article List so that the search returns articles with links or images.

To find answers that contain hyperlinks in your knowledge-base, do the following:
  1. Go to Knowledge > All Articles.
  2. Click the Filter button next to the search field.
  3. On the Options tab, select Search titles and answer body.
  4. Click Apply.
  5. Search for an article:
    • To search for links, type "href" in the search field and press Enter.
    • To search for images, type "img " in the search field and press Enter.

Can you support multiple websites from one knowledge-base?

Yes, Bold360 AI supports multiple websites from a single knowledge-base, but you must set up a separate widget for all your websites.

However, it is recommended to separate the knowledge-bases in case of completely different content.

For more information, see How do I add another knowledge base? and What widgets do you provide and how can I add them to my website?

How can I add a new article to my Knowledge Base?

Use the Article Editor to create new content in your knowledge base.

  1. Open the Article Editor.
    • In the left navigation menu, click Knowledge > Add Article..
    • In the left navigation menu, click Knowledge > All articles, then click New Answer.
  2. Type a question in the Add title field and type the answer in the text editor.
  3. Save your article:
    • Click Save if you have not finished editing the article and you want to save an offline draft.
    • Click Publish to publish the new article in the Knowledge Base.
    • Click Publish & close to publish the new article and return to the All Articles page.

How to add notes to your article

You can add notes to an article if you want to add additional or internal information about the article itself. This may be useful when other content editors update your article.
Important: You must have the Enable article notes tab account setting enabled to see the Notes tab. Contact your Customer Success Manager to enable it for you.
  1. Open the article that you want to add notes to.

    You can only add notes to an existing article.

  2. In the Article Editor, go to the Notes tab.
  3. Type your remarks and click Publish when you are done.

    You can only add notes to the article itself and not to the individual article revisions.

How do I export my knowledge base to Excel?

You can export the content of your knowledge base to an Excel file that contains details like the ID, the creation date, the intent and the answer of the article and the labels assigned to it.

To export your knowledge base to an Excel spreadsheet, please follow these steps:

  1. Log in to your account and navigate to Knowledge > All Articles.
  2. Choose (More).
  3. Select Export Knowledge Base and then Office 2007+ in the drop-down that appears.

    The export file contains the original IDs of the articles. This way, links to other articles work the same way as in the original knowledge base.

    Note: You can export a maximum of 5000 articles with this option.

For more complex exports, you must use our Export knowledge base API.

How do I start creating my Knowledge Base ?

You can import an existing FAQ from a website, create articles manually or upload articles in a batch to fill your knowledge base with content.

You can populate the knowledge base software in 3 different ways.

Importing FAQ from a Website

You can create an instant Knowledge Base by importing an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Bold360 AI 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 address (URL) of the FAQ that you want 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.

Adding new answers manually

There is no need to put a lot of effort in collecting questions for the initial knowledge base, since Bold360 AI will learn new questions from your customer inquiries and new answers from your representatives.

How can I add a new article to my Knowledge Base?

Upload via an Excel sheet

We can upload articles via an Excel file directly into your knowledge base in Bold360 AI.

The Excel file must be Excel 2003-2007 Format.

How to import multiple articles in a batch with the API

For more information regarding uploading the articles via an Excel file, contact your Customer Success Manager, or contact our support.

How do I add another knowledge base?

Learn what to consider before adding a new knowledge base.

When you use a single Knowledge Base for multiple websites

Bold360 AI can support multiple websites from a single knowledge base.

If you have similar content with some modifications based on different categories or websites, you shouldn't create another knowledge base but rather use just one knowledge base with contextual answers. Web visitors can ask the same question, and get different answers based on any differentiating information you have on a customer such as the product or page they're currently looking at. See What are Bold360 AI contextual answers? to learn more.

When you have multiple Knowledge Bases

It is recommended to have separate knowledge bases for completely different content, for example, for internal and external use, completely different websites, a dedicated knowledge base per language and so on.

If you'd like to have an additional knowledge base, contact your Customer Success Manger.

Knowledge Base Labels

Knowledge base labels are categories you can use to organize content in the knowledge base or in the support center.

Knowledge Base Labels are categories that you assigned to articles to make organization of your Support Center easier and more efficient. You can arrange labels in a hierarchy to define how your Support Center is displayed. Labels also make it easier for you to search for specific topics and related answers.

Tip: Looking for information regarding Ticket Labels? See How do I assign a label to a Ticket?

Creating a Label

  1. Go to Knowledge > All Articles and click the Label icon.
  2. Click Create Label.
  3. The Content Labels window is displayed, where you can add, remove, edit and sort labels.
  4. Under Label Name, give your Knowledge Base Label an appropriate name and then select a color for your label.
  5. Save your changes. The label is displayed in the list of Knowledge Base Labels, and is displayed next to any article to which it is assigned.

Categorizing Knowledge Base Answers Using Labels

Categorizing Knowledge Base answers mean that you can easily organize your support page into groups of related topics for easy browsing of your customers.

  1. Go to Knowledge > All Articles, and select the article(s) to be categorized.
  2. Click the Label icon.
  3. Choose the relevant label to assign it to the article.

Categorizing Multiple Labels at Once

  1. On the Knowledge > Articles page, select the check box of an article (or articles).
  2. Click the Label icon () in the toolbar.
  3. Click Select multiple....
  4. Select labels and click Apply.

How do I add an additional phrasing to an existing article?

To add an additional phrasing to an existing question/answer, do the following:

  1. Go to Knowledge > All Articles in the Bold360 ai navigation menu.
  2. Search your question in your online Knowledge Base.
  3. Select your question (article) and click Phrasings.
  4. Enter a new phrasing and click Add.
  5. Click Publish to save the new phrasing.

How to create good phrasings for your article?

  1. Add synonyms. (For example: I want to buy tea: buy|porches|sell|stock|get etc.)
  2. Do not add more than 5-10 phrasings per article. That will make precision less accurate.
  3. Add keywords in your phrasings (from the previous example: tea).

For more information about phrasings, see these articles:

How do Synonyms work?

Best practices for phrasings and synonyms

How do I review overlapping phrasings?

While editing an article, you notice that it has overlapping phrasing.

Digital DX AI enables knowledge managers to easily optimize phrasings by providing a list of articles that use the same or similar phrasing.

  1. In the Article Editor, select Overlapping phrases above the intent.

    This button is only available for an article that contains overlapping phrasings with other articles.

  2. On the Overlapping phrases dialog, select an article from the list to open it for editing on a new tab.
  3. Edit the phrasing of the article you just opened or go back to the original article and edit the relevant phrasing there.

    Unique phrasings ensure visitors get the most relevant results during search.

  4. Publish the articles.

Why does the article title differ from the autocomplete suggestion?

As the user is entering a question in the search in the Support Center or in the widget, the autocomplete continuously checks for and returns the most likely responses that are identified based on our Natural Language Processing (NLP) algorithm and popularity.

The autocomplete can present any phrasing associated with articles. Knowledge base managers can control whether an article phrasing is returned in autocomplete with the Autocomplete checkbox next to the phrasing.

Once the user selects an autocomplete suggestion, the article associated with the selected phrase is presented. The title of this article may differ from the phrase the user selected.



Figure 1. What Autocomplete displays


Figure 2. What selected article looks like

Bold360 AI for supporting multi-lingual websites

Companies often have to support customers in multiple languages, which requires having the same topic available in several languages. There are two recommended methods to provide multi-lingual interactions with your customers:

  1. Bold360 AI 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). The quality of Bold360 AI's automatic translation from English to 34 foreign languages is almost as high as from our dedicated knowledge base per language.
  2. Bold360 AI allows you to have a separate dedicated language Knowledge Base for each language, including Asian languages such as Korean or Chinese, and many more. That 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). We recommend beginning with your English-language Knowledge Base - typically always the largest - and then translate all its content into the foreign language of your choice to make your full set of answers available to more users.

How can I assign users to voices?

You can assign users to customer voices in Search Optimizer to create or revisit articles based on customer needs.

To assign users to voices in Search Optimizer, you must have the Enable voice assignment option enabled for your account. Contact your Customer Success Manager for more details.

  1. In the AI Console, go to Voices > Search Optimizer.
  2. Search for the voice that you want to assign.
  3. Choose in the Owner column.
  4. On the Set the owner pane search for a specific user or find one in the list and select Set as new owner.

Users can find all voices assigned to them under Voices > Assigned to Me.

How can I export voices?

You can export voices from the Unanswered, Answered and Muted categories in Search Optimizer.

  1. In the AI Console, go to Voices > Search Optimizer.
  2. Optional: Apply filters and change the time frame.

    These changes will be reflected in the exported file.

  3. Expand for the selected category.
  4. Select one of the export options.

    To export the content of the table to a comma-separated values (CSV) file or an Excel file, use the respective option under Export Voices.

    To export the details of the voices to a comma-separated values (CSV) file or an Excel file, use the respective option under Export Events Log.

How to add negative phrasings in the Article Editor

You can set a phrasing as negative in the Article Editor so that the bot knows what customer voices the article should not answer.

Note: To add negative phrasings, you must have the Enable negative examples feature enabled for your account. Contact your Customer Success Manager for more information.
  1. In the AI Console, go to Knowledge > Articles.
  2. Open the article in the Article Editor and view its Phrasings.
  3. Enter a new phrasing and click Add.
  4. Click Set as negative next to the phrasing.

  5. Publish the article.

How can I mark parts of an article as confidential?

Mark content as confidential to reduce the risk of agents sharing internal only info from Smart Advisor.

Make sure that the Smart Advisor touchpoint is enabled in your account. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Knowledge > Articles.
  2. Select an existing article or create a new one and add content in it.
  3. To mark part of the content as confidential, select the relevant part and choose (Confidential Info) in the editor.

    Result: The selected text appears in brackets now.

  4. Publish the article.
When this article appears in the Smart Advisor in the Agent Workspace, agents can't copy the parts that are marked as confidential.

How to delete an article variation

When you have multiple answers for a question and you no longer want to display different answers to this question based on context, you can remove the article variation.

Remember: If you delete articles, you lose all insight into how these articles performed in the past. To ensure reporting insights remain intact, set the articles offline instead.
  1. In the AI Console, go to Knowledge > Articles and open the article you have already created.
  2. Under Context Variations, choose next to the variation you want to delete.

    Result: The Duplicate and Delete options appear.

  3. Select Delete variation.
  4. Choose OK on the confirmation that is displayed.
  5. Publish the article for your changes to take effect.

What are negative phrasings?

Negative phrasings tell the bot what customer voices an article should not answer.

Negative phrasings are the opposite of phrasings, which serve as alternative titles for articles so that customers can find an article with multiple search terms.

You can add negative phrasings to an article in the Article Editor and in Search Optimizer. By adding a negative phrasing to an article, you can make sure that Digital DX AI doesn't return the article to a customer question that it doesn't answer.

Note: To use negative phrasings, you must have the Enable negative examples option enabled for your account. Contact your Customer Success Manager to enable these features for you.

Why would you add negative phrasings?

You have near identical titles with substantially different content

For example, you may have the following two internal articles for your support agents:

  • How to treat customers
  • How not to treat customers

From a Natural Language Processing point of view, these phrasings are very close in meaning, therefore Digital DX AI would display both articles when your agents search for how to treat customers. You can avoid this by adding the title of the other article as a negative phrasing to the articles.

A question is answered by an article that should not answer the question

In this case, you can do the following:

  • Add the question as a negative phrasing to the article that doesn't contain the relevant information.
  • Add the question as a (positive) phrasing to the article that does have the answer.

How can I display long answers in multiple pages?

To present longer answers in a more digestible way, you can divide long articles into multiple pages.

With the Multiple page option of the Article Editor you can
  • Display longer articles in multiple pages in a Support Center
  • Display the content of an article in multiple pieces in a search widget
  • Display content in multiple bubbles in a conversational widget

You also have the option to delay the content that follows the first bubble in a conversational widget. Learn more here.

  1. In the Article Editor, choose (Multiple page) on the Content tab.

    Result: Page 1 appears above the text box and Add New Page appears below it.

  2. Create content for the first page.
  3. Select Add New Page and create the second part of the answer in the text box that appears.
  4. Add more pages and create content for them.
  5. Adjust your widget settings.
    • To display the content of this article in multiple pieces, make sure to use a chat widget that is set to Search widget mode.
    • To display the pages in multiple bubbles, make sure you use a chat widget that is set to Conversational widget mode.

When this article is displayed in a Support Center or in a search type widget, readers see only the content of the first page at first. They can navigate between the pages with the forward and backward arrows or select a page number to see the content of that page.

When this article is displayed in a conversational widget, the individual pages are presented in multiple bubbles.

How can I assign users to articles?

You can assign users to an article to signal that the article needs revision as part of the approval process.

To assign users to articles, you must have the Enable approval workflow option enabled for your account. Contact your Customer Success Manager to enable it for you. See How to define a content management workflow for more information.

Important: A user must have modify permission for Knowledge-Base to be included in the workflow.
  1. In the Bold360 AI, go to Knowledge > Articles.
  2. Create an article or open an existing one that you want to assign to a user.

    Result: The Article Editor is displayed.

  3. At the top of the Content tab, click New Assignee.
  4. Select a user from the list.

  5. Click Publish & Close.

Users can find all articles assigned to them under Knowledge > Assigned to Me.

You can also set up email alerts when the assignee changes. See How to receive email alerts about changes in an article to learn more.

What is letter count?

The letter count shows the number of characters with spaces in the given article.

Letter count is available for articles in the knowledge base as follows:

  • As a column in the article list under Knowledge Base > Articles
  • Above the Content area in the Article Editor

Why do I see N/A in the Letter Count column?

If the Letter Count column in the Article List shows N/A, the article in question uses conversational elements, like quick buttons, entities or has content on the Conversational tab. Therefore, the N/A value provides insight into which articles in the knowledge base contain such elements.

How can I tell if an article is linked from another article?

To find out whether an article is linked from another one is especially important before you delete an article. Every article in a knowledge base is uniquely identified by an ID, which serves as a link between articles.

To find the ID of an article, do the following:

All linked articles are listed.

  1. On the Knowledge > Articles page, click an article to open it. The ID is appended to the end of the link in your browser:

  2. Copy this ID and return to the Articles page.
  3. Search for the article ID that you have copied.
  4. Click the funnel icon next to the Search field.
  5. On the Options page, select Search title and answer body.
  6. Click Apply.

    All linked articles are listed.

How to use the widget preview in the Article Editor

The widget preview in the Article Editor allows you to view the article that you are creating directly in the editor while still working on the article.

Here?s what you should know about the widget preview:

  • You can select from the widget configurations available for the knowledge base using the drop-down right above the widget preview.
  • You can also select whether you want to see the selected configuration as defined for the floating, embedded or Advise widget.
  • The settings of the selected configuration are applied to the widget preview, that is, it looks like the real widget and displays the article as the real widget.
  • The preview widget supports conversations as well as search-based content. Whether the article appears as a conversation or as a simple article depends on the configuration of the selected widget.
  • The widget preview is available for Draft and Published articles alike.
  • Custom scripts and channeling policies are not applied to the widget preview.
To see the widget preview in the Article Editor, you must have the Enable widget preview in article editor (Beta) account setting enabled. Contact your Customer Success Manager to enable it for you.

Can I create new articles and save them as offline?

Yes. When you create a new article you can save it as offline before it is published. This allows you to set up internal processes for quality control before you add more content to your knowledge base, or finish your article editing later.

To save a new article as offline, click Save. The article will be available on the All Articles page. The article receives Offline and Never Published system labels.

See also How can I find draft articles?

How do I add a link to an image?

There are a couple of link types which you may add to an image.
  1. Add an image. For information on how to add an image, click here. If the image is already in the text, you may open the 'Image Properties' dialog by double clicking on the desired image.
  2. In the image dialog, click on the Link tab and fill in the desired URL address.
  3. Click the OK button to save the changes.

What are phrasings?

Phrasings are alternative ways of expressing the same intent.

Sometimes one answer is suitable for various questions. Take the following example:

Answer: "To see more details, log in with your user name and password"

  • Question 1: "How do I see my account details?"
  • Question 2: "Where can I find my balance?"

You don't need to worry about that! Bold360 AI automatically learns additional phrasings to existing questions and does the thinking for you.

However, if you have additional phrasings in mind and you want to accelerate the learning process and optimize your contextual answers system, you can manually add additional phrasings to an existing Q&A.

The original Q&A will still remain the same and visible to your users. All you do is teach the knowledge base system to recognize other questions and give them the same answer.

How to add phrasings to an article

  1. Go to Knowledge > Articles.
  2. Find the article you want to add a phrasing to and open it for editing.
  3. Choose Phrasings next to the title of the article.
  4. Enter a new phrasing and select Add.
  5. Publish the article.

Can I offer a special response to a high-value question?

About high-value chats

Some questions may be more important to your organization than others, so you may want to handle them in a special way. These are called "high-value chats." If a customer asks a question you consider important, you can set Bold360 AI to push the user directly to chat, show a unique invitation, or collect data without offering a special response.

For example, you might know that users asking certain questions commonly convert at a higher rate or give a higher NPS score when they end up chatting with a real person. You should mark the articles associated with these questions as high-value. Here are a few questions commonly considered high-value: How do I upgrade? My [product] doesn't work! I'm having trouble submitting my order! I'd like to buy, but can't find the item!

High-value chat functionality is valid from any conversational touchpoint or from search as part of the Liveperson integration.

Setting up high-value chats

You can set any knowledge base article as high-value. Here's how to set an article's value and unique response:

  1. Create or select an article under Knowledge > Articles.
  2. Go to the article's Options tab.
  3. Under Channel Value, select how you want to respond when the user's intent matches this article:
    1. Low Value - Hide chat: Do not give the user the option to chat with a person.
    2. Normal Value: Show the answer and give the user the option to chat with a person.
    3. High Value: Show the answer and give the user the option to chat with a person. If the user chooses to chat, the engagement is reported as a high-value chat.
    4. High Value - show invitation: Same as High Value, but also show the user a special invitation. To edit the invitation, click Edit Invitation....
    5. High Value - Push chat: Send the user directly to a person without prompting. The engagement is reported as a high-value chat.
  4. Save and/or publish your changes.
Remember: High-value chat functionality is valid from any conversational touchpoint or from search as part of the Liveperson integration.

Viewing and analyzing data about high-value chats

To gain insight into how articles marked as high-value are performing, check the following locations:

  • Go to Analytics > Traffic and look for the High-Value Chats chart to see the percentage of user intents that matched articles set as high-value and were escalated to chat either by the user or automatically
  • Go to Analytics > Knowledge Base and look for the Popular High Value Chats chart to see articles marked as high-value that most frequently matched user intents and were escalated to chat either by the user or automatically

How to differentiate between positive and regular channeling for high-value chats

Positive channeling indicates intentional channeling. For example, when a specific intent indicates a customer is at risk and your strategy is to help this customer with a live agent. To add channeling value to an article, select High value for Channel Value on the Options tab in the Article Editor.

This impacts channeling statistics between high-value and regular channeling on the Dashboard.

Important: Channeled high-value interactions are still considered as unresolved from a self-service point of view. Therefore, the self-service score will be 0 for an interaction that was channeled from a high value article.

How do synonyms work?

Synonyms are used to enhance your knowledge base and improve search results.

Synonyms that are considered for search across any of your Knowledge Bases (KB) consist of the following:

  • Local synonyms: The synonym repository in the KB which is created and maintained by your content management team. Local synonyms typically include words that are related to your business and serve as an extension to the list of global synonyms.
  • Global synonyms: Language-specific global synonyms that Bold360 AI uses which are relevant across all verticals. Global synonyms defined for the English KBs are listed below:
  • app, application
  • 1st, first
  • about, regard
  • basket, cart
  • ... and 170 others

It is important to note that there is a generic language thesaurus is much broader than the synonyms that are considered by Bold360 AI on a language level - either global or local.

Bold360 AI periodically updates the thesaurus used at the language level. When defining synonyms specific to your Knowledge Base, auto-suggestions are presented based on the general language corpus:

In addition, the search engine knows language morphology, which makes it smart enough to know that:

  • car = cars
  • child = children
  • really = real
  • etc.

Finally, the synonyms and NLP algorithm capabilities in Bold360 AI know how to deal with 'weak' words, such as "with", "what", "do", "can", and "can't", therefore you do not have to define these synonyms in your environment.

Note:
  • If you add these synonyms manually, it may reduce your performance in the Knowledge Base.
  • When a customer uses a synonym rather than the word that is present in an intent (article title), the intent matching score may be reduced.

The following is an example of global and local synonyms:

When you look at the synonyms of create, you see that "add" and "make" are defined locally. At the same time, "build" and "open" are defined as global synonyms that are also applied when a customer enters an intent.

What synonyms should I add to my Bold360 AI account?

You should add synonyms that are relevant to your business. For example, if your company sells electronics, you should add synonyms from the world of electronics:

  • Amplifier, receiver, power supply
  • Surround, stereo, speakers
  • TV, LED, 3D

Synonyms are not a transitory property, therefore you can define two different synonym groups where the same term would appear, but its synonyms would not be considered across groups. For instance group I: schedule = book; group II: book = notebook.

  • If an incoming search includes the word schedule, it would consider intents that include book, but not those that include notebook.
  • If an incoming search includes the word book it would consider intents that include both schedule and notebook.

As the Bold360 AI NLP has a built-in set of morphology tools, there is no need to capture synonyms to address the following:

  • compounds, such as "mymusic" and "my music"
  • use of punctuation, such as dashes (e.g. "my-music" and "my music")
  • typos
  • different tenses (e.g. "run" and "running"). However, you must associate a specific tense to a group of synonyms ("broke" with "poor", and "no money").

It is important to note that the use of synonyms by Bold360 AI's NLP may impact search results, because when you replace a term in the user's query with a synonym, the matching score is slightly reduced.

How to create a linked article tree for multi-level answers

A linked article tree helps customers move through a series of related chunks of information until they get the answer they are looking for.

Linked articles are particularly useful for technical and troubleshooting questions. Customers ask their initial question and are presented with a list of options. The direction the article tree takes, and the eventual answer depend on the customer's choices.

In your knowledge base, articles that have links to other articles are labeled as Linked.

When you open such an article, you can see its linked articles on the Visibility tab of the Article Editor. To see all article trees in your knowledge base, in the Bold360 AI platform, go to Knowledge > Article Trees.

Follow the steps below to create an article tree.

  1. Create an article for the initial question.

    This should consist of the title representing the initial question and a series of answer options. Each option becomes a separate answer chain.

    Example: For example, you could create the following article:

    Title: My mobile phone is not working.

    Answer: What kind of mobile phone do you have?

    1. iPhone
    2. Android
  2. Create the subsequent answers in the chain for each previous answer option.

    Every answer is a separate article.

    Example: For example, you could create the following articles:

    1. For customers on iPhone, create the following article:

      Title: What iPhone model do you have?

      Answers:

      1. iPhone 7+ / iPhone 7
      2. iPhone 6+ / iPhone 6
      3. iPhone 5 / iPhone 5S
    2. For customers on Android, create the following article:

      Title: What model of Android phone do you have?

      Answers:

      1. Samsung
      2. HTC
  3. For each of the above answer options, write an accurate response.

    In this example, once the manufacturer and model are selected, the relevant answer can be displayed.

  4. Link the articles.

How do I create a translated article?

If you have knowledge bases in multiple languages, you can keep track of the article translation by linking it as a translated article.

Notice: The Knowledge Bases should be connected under the same translation group!

Linking Answers to Translations in Other Knowledge Bases

  1. Go to Knowledge > Articles and choose an article.
  2. Once the article editor opens, go to the Localization tab.
  3. Click Add Localization to connect the answer to a translated answer from a different Knowledge Base.

From the drop-down list, choose the Knowledge Base to connect the link to the answer. You have the following options:

  • If you already have a translated answer on the other knowledge-base, click Choose an existing answer and you can simply link to it (a suggested article will be shown).
  • If you do not have a translated answer in the other Knowledge Base, you can write a new one, click Write Answer. As a starting point, Bold360 AI will automatically translate the answer using Google Translator.

Indication of translated answers

On the Localization tab, you can view and edit all the translated articles that are connected to the article.

In the article list under Knowledge > Articles, you can view a column that indicates the number of languages each answer is translated to.

How to create a button as a link in an article

In order to present a link as a button, copy the CSS below into the source of the article. In the snippet you will need to update:

  • The target link
  • The styling of the button
  • The text presented on the button

In order to generate the button's style you can also use widely available CSS Button generators.

<p><a href="https://www.Nanorep.com" 
style="background-color:#44c767; -moz-border-radius:28px; -webkit-border-radius:28px; border-radius:28px; 
border:1px solid #18ab29; display:inline-block; cursor:pointer; color:#ffffff; font-family:Arial; 
font-size:17px; padding:16px 31px; text-decoration:none; text-shadow:0px 1px 0px #2f6627 ;">green</a>
</p>

How can I add an attachment to an article?

Learn what types of attachments Bold360 AI supports and how to add them to an article.

To add a file to an answer, simply click on the attachment icon in the answer's toolbar.

A browser window will open for choosing your file.

These are the type of files which are supported as attachments in Bold360 AI (Knowledge base, Ticketing):

  • jpg
  • jpeg
  • png
  • gif
  • bmp
  • bml
  • tif
  • pdf
  • doc
  • docx
  • xls
  • xlm
  • xlsx
  • ppt
  • pptx
  • zip
  • rar
  • txt
  • xml
  • eml
  • pps
  • ppsx
  • rtf
  • csv
  • tar
  • gz
  • set
  • html
  • mobileconfig
  • apn
  • cs
  • aspx
  • mht
  • ged
  • uzed
  • zed
  • mp4
  • wav
  • mov
  • avi

In case you need to support additional attachment types, please contact our support team.

Please note, that the attachments are not supported in Bold360 AI conversational widgets.

How to add a table to an article

You have the option to present information in a table in the article's body.

To add a table to an answer, do the following:

  1. Click on the table icon in the toolbar.
  2. A browser window will open for choosing table properties.
  3. Configure the table properties, per your needs and click OK.

How can I search by a label?

Labels assigned to knowledge base articles or tickets enable you to find related articles or tickets.

  1. Go to Knowledge > Articles to search the knowledge base or go to Ticketing > All tickets to search tickets.
  2. In the search field, enter the name of the label.
  3. Once you enter the label name, the system will then display the labeled option to click on.
  4. Click the Labeled option to activate the search filter.

You can define multiple labels to filter for in the Knowledge Base. To do so, on the Knowledge > Articles page, search for a label. Then perform another search for the next label, and so on. Only those articles will be listed that have all labels applied.

You can remove filters one by one by clicking Clear next to the unnecessary filter.

What are 'Expire On' / 'Publish On' system labels?

These system labels enable you to filter for articles with an expiration or publishing date in the article list in Bold360 AI.

This system label will allow you to easily track or filter articles that have expired/ planned to expire or planned to go live. According to the article definitions.



To set an expire/publish date go to All Articles, enter the article you wish to make the change.

Go to Options tab > Publish on or Answer expires on.


How do I add a link to an answer?

You can add a URL to the body of an answer and present it as a URL or as clickable text.

  1. Select the desired text and then click on the "Link" icon in the toolbar. You may also click on the link icon without selecting any text. In that case, you'd be adding a direct URL address.
  2. In the link dialog, enter the target URL.
  3. Click OK to add the link.

When was an article created?

The Revisions tab in the Article Editor gives you information about when an article was created as well as when and how it was changed.

To see when the article was created, do the following:

  1. On the Knowledge > Articles page, select an article.
  2. On the Revisions tab, check when the first revision was created.

How to set the article expiration date

You can set an expiration date for an answer if it is only valid for a certain period.

  1. Open the article.
  2. Go to the Options tab.
  3. Fill in the expiration date in the Answer expires on field.
  4. In the When this item expires drop-down list, select what happens to the article when it expires:
    • Label it as 'Expired'
    • Label and set to Offline
    • Delete it
  5. Click Save.

How to set up an anchor link

An anchor link is a link on a page that brings you to a specific place on that page. Anchor links can be helpful when you want to bring a customer to a specific spot in an article.

  1. Set up your anchor points.
    1. Highlight the text where you want your anchor point to be and click the Anchor icon.

      Result: You will be prompted to give your anchor a name.

    2. Repeat this step to set up all your anchor points.
  2. Link your anchor points (for example in table of content).
    1. Highlight your link description and click on the link icon.
    2. In the Link box, under Link Type choose Link to anchor in the text.
    3. Under Select an Anchor select your anchor points by Anchor Name or by Element ID and click OK.

How do I modify a label's name?

Use the Edit option that appears next to a label in the Label List to change the details of the label.

  1. Access the label list.
  2. Choose a label.
  3. Click to edit it.
  4. Change the label name, color, or other characteristics as required and save.

When you change a label's name, all assigned labels are updated accordingly.


How can I find draft articles?

Articles that have never been published receive the Never Published system label and published articles that contain unpublished changes receive a (Draft) prefix in the Article List.

  • To find articles in draft mode:
    1. Go to Knowledge > All Articles.
    2. At the Search bar write Draft and choose Status Draft.

    Example:

  • To find articles in Never published mode:
    1. Go to Knowledge > All Articles.
    2. At the Search bar write Never Published and choose the system label Never Published.

    Example:

How can I find and replace a text in all articles

You can easily find and replace a text within all articles in the knowledge base using the Find and Replace option.

Important: This feature replaces all instances of the defined text in the HTML source of the articles. If you use HTML attributes or inline styles that include the defined text, then those will also be replaced.
  1. In the Bold360 AI platform, go to Knowledge > All Articles.
  2. Click the dotted button on the menu bar.
  3. Click Find and replace.

  4. Enter the search term in the Find field, and the text to replace it with in the Replace field.
  5. Click Go.

How can I add a YouTube or other video to an article?

To add a video to an article, first add it to an online video library that supports embedding and embed it in the body of the article.

To add a YouTube video to an article, do the following:

Note: These instructions are applicable to any online video library that supports embedding, such as Vimeo.
  1. Go to the video page on YouTube.
  2. Click Share under the video.
  3. Click Embed.
  4. Change the size of the embedded video in the generated script by changing the iframe's width parameter to 295 and the height parameter to 166.
  5. Copy the script.
  6. In the Article Editor, click Source in the article's toolbar to edit the answer's HTML source.
  7. Paste the YouTube script to the source.
  8. Click Source once again to go back to the regular mode.
  9. You can now add additional content to the article.

Why do I see different formatting in answers?

The Bold360 AI editor keeps the original text formatting when copying text and pasting it into the answer editor box.

You can remove text formatting by selecting the text and clicking Remove Format () in the toolobar.

Alternatively, you can click Source. Check the source code of the article to see if there are any unnecessary inline styles. This may be the result of copy/pasting content from a website or a document that contains formatting.

How can I control the visibility of answers?

You can control who can see an article in Bold360 AI and you can also define the touchpoints on which the article is visible.

As a content manager, you may want to limit the access to specific content for a variety of purposes:

  • You may want to make the information available only via a support page, where there is enough space to display rich content.
  • The information has business sensitivity, such as closing an account. While offering this article via search for users who explicitly look for this information, you may not want to expose it via navigation and FAQ.
  • There may be content that should be available to agents when replying to Bold360 AI tickets but unavailable to external users.

You can set article visibility on the Visibility tab of the Article Editor. By default, an article is visible in all touchpoints. To make it unavailable in a specific touchpoint, deselect that touchpoint. If you want to keep an article in your knowledge base, but not display it at all, turn it offline.

You have the following visibility options:

  • Search and Auto-Complete - Article is available in search based widget
  • Support Center - Article is available in support center
  • FAQ Widget - article is available for use in FAQ
  • Links from other articles - article is available for use as linked answer
  • Ticketing agent interface - Article is available an answer when replying to tickets in the Ticketing > Open tickets menu
  • Conversational - Article is available in conversational based widget

When replying to open tickets

You can reply to open tickets in the Ticketing > Open tickets menu. The name of the touchpoint where the article is available as an answer is displayed in the top-right corner of the answer as follows:

  • If the answer is available only when you answer an open ticket, a red "Agent Only" label is displayed
  • If the answer is available only in some of the touchpoints, then labels with these tocuhpoints will be presented, offering the agents an insight into why the user has escalated their request
  • If the answer is available in all touchpoints then no special indication is displayed

Assign group permissions for articles

You can define permission groups to make an article accessible to only a certain group of users in Bold360 AI. By doing so, you can essentially assign content managers to specific content types who will not see each other's articles.

Important: This feature is disabled by default. To enable it for a specific account, go to the Account Setup page and select the Beta Account Features > Enable users groups permissions option. Contact your Customer Success representative for further information

To add a user to a permission group, do the following:

  1. In the Bold360 AI platform, go to Admin Center > Users and click on the name of a user.
  2. Click the Permission Groups icon at the top of the page:
  3. Click Create group.
  4. Name your group and make sure you select the right Knowledge Base where you want to associate your articles with permission groups.
  5. Click Save.
  6. Click the name of a user to edit it and click Permission Groups at the top of the page.
  7. Make the user the member of a permission group by selecting a group. On the user details page, you see the associated permission groups in the Member of field.

Once you are done, you must also assign articles to permission groups:

  1. Go to Knowledge > Articles and select an article.
  2. On the Options tab, select the Permission Groups that you want to assign to the article.
  3. Publish and close the article.
Note: You must add articles one-by-one to a permission group.

Once you are done, only users in the proper permission groups will see the article.

How to add an image to an answer

You can add an image from the web or from your local computer to the body of the article.

To add an image to an answer, do the following:
  1. Click the image icon in the toolbar of the Article Editor.

  2. Choose to either use an existing image on the web or upload an image from your computer:
    • To add an image from the web, enter the target URL in the URL dialog.
    • To upload an image from your computer, go the Upload tab of the Image Properties dialog and upload an image.

    You do not have to define the original size of the image as it is scaled to 100% automatically.

    To manually adjust the size of the image, define image Width and Height.

    Note: When you scale an image up or down, you can keep the image ratio by clicking the lock icon next to the width property.
  3. Click OK when you are done.
To learn how to add a link to an image, How do I add a link to an image?.

Can I add animations to answers?

Yes, you can. Bold360 AI fully supports all HTML-based embedded content, including YouTube videos, Flash animations and much more.

Click here to learn more about adding a YouTube video to an answer.

How do I create an HTML link to a Bold360 AI article?

You can create Direct Links to other Bold360 AI articles on your website, in e-mails, or anywhere else.

To add a link to another article:

Option #1

  1. In the Support Center, open the article that you want to link to.
  2. Click open a new tab .
  3. Copy the URL of the article from your browser.
  4. Paste the link to the article where you want to show this link.

Option #2

  1. In the Support Center, open the article that you want to link to.
  2. Click Share this answer .
  3. Click Copy to clipboard.
  4. Paste the link to the article where you want to show this link.

How to lock an article

You can lock an article so that only you can edit it.

Note: You can only lock published articles. If you do not see the Lock article button, contact your Customer Success Manager to enable the Article lock feature for your account in the Bold360 AI platform.

Some articles can be of higher importance to your organization than others. You might want to ensure that changes in these articles cannot be done easily or set them up so that only specific user roles are able to make any changes.

  1. In the Bold360 AI platform, go to Knowledge > All Articles and select the article that you want to lock.
  2. In the article editor, go to the Visibilitytab.
  3. Click Lock article at the bottom of the page.
  4. Save your changes.

    Result: A locked icon will appear at the top right corner of your screen.

To unlock an article, first verify that the role you are assigned has permission or seniority to unlock articles. Then go to the article options, and click Unlock Article. If your user role is not allowed to unlock an article, you will not see the unlock button.

How to use the Article Editor

The Article Editor is your ultimate tool for creating content for your customers.

The Article Editor is your ultimate tool for creating content for your customers. It offers the following features:

  • Content tab - A content editor to create articles that the bot serves to your customers
  • Visibility tab - Visibility settings to manage where your article is displayed, when it automatically expires, and which users can access the article in your knowledge base. You can also view the list of articles linked from the current article.
  • Options tab - Set channel value. See Can I offer a special response to a high-value question?
  • Notes tab - Add notes to your article. See How to add notes to an article.
  • Revisions tab - View and revert to previous revisions of your article. See How to view or revert to previous article revisions.
  • Comments tab - View comments of end-users who use the Advise widget
  • Rejections tab - As part of the content management workflow, add rejection notes to the article. See How to define a content management workflow.
  • Save a draft version, publish or delete the article
  • Toggle the status of the article between online and offline by clicking Set Live

To create a new article, do the following:

  1. In the AI Console, open the Article Editor:
    • In the left navigation menu, click Knowledge > Add Article..
    • In the left navigation menu, click Knowledge > All articles, then click New Answer.
  2. Type a question in the Add title field and type the answer in the text editor.
  3. Save your article:
    • Click Save if you have not finished editing the article and you want to save an offline draft.
    • Click Publish to publish the new article in the Knowledge Base.
    • Click Publish & close to publish the new article and return to the All Articles page.

How to control the visibility of articles

As a content manager, you may want to limit the access to specific content for a variety of purposes:

  • You may want to make the information available only via a support page, where there is enough space to display rich content.
  • The information has business sensitivity, such as closing an account. While offering this article via search for users who explicitly look for this information, you may not want to expose it via navigation and FAQ.
  • There may be content that should be available to agents when replying to tickets but unavailable to external users.

You can set article visibility on the Visibility tab of the Article Editor. By default, an article is visible in all touchpoints. To make it unavailable in a specific touchpoint, deselect that touchpoint. If you want to keep an article in your knowledge base, but not display it at all, turn it offline.

Note: On the right side of the Visibility tab, You can see the articles that link to the currently selected one.
  1. Go to the Knowledge > Articles page in the AI Console and select the article that you want to modify.
  2. On the Visibility tab, select which touchpoints should display the article:
    • Search and Auto-Complete - article is available in search based widget
    • Support Center - article is available in support center
    • FAQ Widget - article is available for use in FAQ
    • Open in widget link -
    • Links from other articles - article is available for use as linked answer
    • Ticketing agent interface - article is available an answer when replying to tickets in the Ticketing > Open tickets menu. The name of the touchpoint where the article is available as an answer is displayed in the top-right corner of the answer as follows:
      • If the answer is available only when you answer an open ticket, a red "Agent Only" label is displayed
      • If the answer is available only in some of the touchpoints, then labels with these tocuhpoints will be presented, offering the agents an insight into why the user has escalated their request
      • If the answer is available in all touchpoints then no special indication is displayed
    • Do not index this article - search engines will not find the article
    • Show article in sitemap.xml - allows search engines to find the article, which is important for SEO purposes. By default, all articles are indexed.
    • Publish on - set a date to automatically publish the article on a future date
    • Expires on - set a date when the article should be unavailable for your customers. The article will be moved to the Knowledge > Expired menu.
    • Permission groups - see How to assign group permissions for articles
    • Lock article - lock the article so that only you can edit or delete it
  3. Publish the article.

How to assign group permissions for articles

You can define permission groups to make an article accessible to only a certain group of users in the AI Console. By doing so, you can essentially assign content managers to specific content types who will not see each other's articles.

Important: This feature is disabled by default. Contact your Customer Success representative for further information

To add a user to a permission group, do the following:

  1. In the AI Console, go to Admin Center > Users and click on the name of a user.
  2. Click the Permission Groups icon at the top of the page:

  3. Click Create group.
  4. Name your group and make sure you select the right Knowledge Base where you want to associate your articles with permission groups.
  5. Click Save.
  6. Click the name of a user to edit it and click Permission Groups at the top of the page.
  7. Make the user the member of a permission group by selecting a group. On the user details page, you see the associated permission groups in the Member of field.
  8. Once you are done, you must also assign articles to permission groups:
    1. Go to Knowledge > Articles and select an article.
    2. On the Options tab, select the Permission Groups that you want to assign to the article.
    3. Publish and close the article.
      Note: You must add articles one-by-one to a permission group.
Once you are done, only users in the proper permission groups will see the article.

How to view or revert to previous article revisions

You can view earlier revisions of an article to check what it previously looked like.
Note: You cannot compare two revisions in the Article Editor.
  1. Go to the Knowledge > Articles page in the AI Console and select an article.
  2. On the Revisions tab, select a version of the article that you want to view.

    The Content tab now displays the selected revision of the article.

  3. To revert to the selected revision, click the Revert to this revision link at the top of the Article Editor.
  4. Publish the article.

How to add notes to an article

You can add notes to an article when you want to provide additional information to other content editors. These notes are related to the article itself and not to the individual revisions.
  1. Go to the Knowledge > Articles page in Bold360 AI and select an article.
  2. On the Notes tab, add your remarks about the article.
  3. Publish the article.

How to style your content

You have the following options to display formatted content to your customers:
  • You can use a full range of fonts to style your article content:
    1. Select the text that you want to customize.
    2. From the Font Name menu, select a font face.
  • You can modify the list style type of bullet and numbered lists:
    1. Right-click the list that you want to modify.
    2. Depending on the list type, click Bulleted List Properties or Numbered List Properties.
    3. You can select the list style from a drop-down list.
  • You can add indentation to any HTML element in an article.

What about that warning about conflicting intents?

If a content manager attempts to add a new title or a new phrase that is similar to a phrase in a different article, a warning is displayed. The user is able to view the article that holds the similar phrase to determine if the two articles need to be consolidated or bypass the warning.

Important: Similar phrases in separate articles may negatively impact the NLP and therefore not recommended.

How to duplicate an article variation

With article variations, you can create multiple answers for the same question and use context to define when each answer is displayed.

You want to duplicate the article variation you already created, so that you don't have to start the next variation from scratch.
  1. In the Bold360 AI platform, go to Knowledge > Articles and open the article you have already created.
  2. Under Context Variations, choose next to the variation you already have.

    Result: The Duplicate and Delete options appear.

  3. Select Duplicate.
  4. Optional: Adjust the answer in the article variation you just created and define context values for it.
  5. Publish the article.

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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.