Suggested Content Articles

How are unpublished answers shown?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:
  1. In the Bold360 AI platform, go to Knowledge > Articles.
  2. Click the answer that you want to publish.
  3. In the Article Editor, make sure the content satisfies your customers' needs.
  4. 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.


Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).