Article Trees Articles

What are quick action events?

When using Quick Action buttons, a special event can be created.

An event can be setting a new context or changing an entity value. Events can help you gather more information about your users and their specific preferences so that the bot can present the most relevant content for them.

For example, let?s say we have a context called User Type, and its value are Basic and Advanced. Suppose we have an article providing a general overview of our product. We can add a quick button like Learn more with an event that changes the User Type context to Advanced. Therefore, when the bot displays the Learn more article, it presents the variation of the article that has Advanced context.

Important: For a context value to be successfully set using an event, the context category must have Detect from user search enabled.

How else can you use context-based quick action buttons?

Let's say, you want to offer different shipping information for website visitors who are currently looking at an item and visitors who have actually purchased that item. In this case, you can create a shipping-related article with two variations: one where the context called purchased is set to true and one without any context defined. Then in your main article, you create the quick action button and define an event to open the shipping-related article when the visitor clicks that button. In this case, visitors who are just looking for an item may find general shipping information, while customers who have purchased that item may see the date when they are supposed to receive their products.

Tip: You can use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.

How do I define conversational flows?

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the Conversation tab in Digital DX AI.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor in the Article Editor.
  3. Select Add Flow.
  4. Add the main answer in the Content field that appears.
    Tip: If you want to display the content in multiple bubbles, enter the <page_separator/> tag in the text where you want to separate the content.
  5. Optional: Add rotating content.

    You can add variations for the content to create a more human-like user experience.

  6. Select +Child to create the options.
    Note: It is recommended to use between 5-7 quick buttons to avoid scrolling on the page.
  7. In the Title field that appears, enter the text you want to display on the button.

    The text on the button can be up to 20 characters long.

    Tip: Use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.
  8. Select the type of button you want to use.

    You can either use quick buttons or persistent buttons. Quick buttons appear under the content as separate buttons and once the user selects an option, the rest of the options disappear. Persistent buttons appear as a list under the content and all of them remain visible to the user after they select one. Use the quick button if only one of the options is relevant to the user. Use the persistent buttons if multiple options could be relevant to the user.

  9. Add the content that is to be presented upon clicking the button.

    You have the following options:

    • Content: Enter the content that is to be presented to the user when they click on the button.
    • Variation ID: You can specify the article variation that is to be presented to the user.
    • Article: Use this option to direct the user to an answer in the knowledge base. You can search for articles by title.
    • Statement: Use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: You can create a link to a webpage with this option.
    • Phone Number: You can use this option to add a phone number and call the number defined when clicked.
      Note: Using this option affects the channeling score for phone on the Dashboard. For more information about the channeling score see What do I see on the Dashboard?.
    • External: Use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  10. Optional: Besides plain text, you can also insert HTML elements in the conversation tree to enhance the conversation's look and feel, as well as its functionality. For example, you can enter a link in the conversational statement by adding an HTML tag in the Article Editor's text field.

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?


      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?


      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 to rearrange Quick Action buttons

You can drag-and-drop Quick Action and Persistent List buttons at the bottom of the Article Editor to change the order of the quick option buttons. By reorganizing buttons, you can easily drive customers' attention to the action that you prefer most.


Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (* will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.