Label Management Articles

How do I remove a label from an article?

Remove labels from articles to remove the article from a group.

Go to Knowledge > All Articles.
You can remove labels from articles in the All Articles list or in the Article Editor.
- To remove all labels from an article in the All Articles list, select the checkbox for the article, choose and select Clear labels. Confirm that you want to remove all labels from the article.
- To remove labels one by one from an article in the Article Editor, open the article for editing and in the New Label field remove the labels using the x next to the label. Publish the article.

How can I add labels to articles?

Add labels to articles to group related articles together.

Once you have created labels, you can assign them to articles.

Go to Knowledge > All Articles.
You can add labels to articles in the All Articles list or in the Article Editor.
- To add a label to an article in the All Articles list, select the checkbox for the article and then choose and select the label you want to assign. To assign multiple labels at once, choose Select multiple... in the label menu, select the labels to assign and choose Apply.
  Tip: You can assign labels to multiple articles with this option.
- To add labels to an article in the Article Editor, open the article for editing and select the labels you want to assign in the New Label field. Publish the article.

How to create labels

Create labels to organize content in your knowledge base and group articles in the support center.

Go to Knowledge > All Articles, and choose (Label).
Result: In the drop down list displayed, you can see existing labels, and three links, including the Create Label link.
Select the Create Label link.
Result: The Label Editor is displayed.
In the Label Editor, enter a name for the label and customize the look of the label.
Choose Save to create the label.

The label is now be displayed in the list labels and when assigned to an article, it is displayed next to the article in the All Articles list.

You can now assign this label to articles and use it in the support center as well.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

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

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

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

ICO Cookie Compliance

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

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

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