Genesys DX

How are unpublished answers shown?

Articles that have never been published receive the Never Published system label in the Article List.

If you edit an answer and save it instead of publishing right away, it is saved as Draft. You can resume editing your draft any time. Saving an article as draft does not affect your widget as it will still provide the version of the article before you drafted your changes.

You can keep an article in Draft status for as long as you want, but you must publish it to be presented as an answer to customers' questions. If a draft has never been published, it also receives a Never Published label.

To publish an answer, do the following:

In the Bold360 AI platform, go to Knowledge > Articles.
Click the answer that you want to publish.
In the Article Editor, make sure the content satisfies your customers' needs.
Click Publish.

What is the Suggested Content section?

You can use the Suggested Content page to turn insights from agents into new answers.

You can find suggested content under Knowledge > Suggested Content.

With proper permission, users in your Bold360 AI account can review, edit, and publish suggested content as knowledge base articles.

Articles in this section are not online until published.

How can an agent using Bold360 AI's ticketing system suggest content?

Agents can propose suggested content from within the ticketing system when they reply to a ticket by selecting the Decide later option. Selecting this option will add the agent's answer under Knowledge > Suggested Content.

How can an agent suggest new content in the Bold360 Agent Workspace?

When you integrate Bold360 Agent and Bold360 AI, your agents can suggest their replies to customers as new articles from the Bold360 Agent Workspace using Smart Advisor. See What is Smart Advisor? for more information.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

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

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

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

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

In-Product Rebranding

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

getEstimatedWaitTime API call

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

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

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

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

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

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

ICO Cookie Compliance

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

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

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

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

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