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To add a button to your email signature that users click to initiate a chat session, you simply generate the appropriate chat button code and associate it with your Outlook signature.

1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

   Result: The Generate Chat Button HTML window is displayed.

2. On the Generate Chat Button HTML window under Type of Chat Button, select Email Signature Chat Button.
3. In the email signature field, enter the signature that you want your customers to see.
4. Under Customize Chat Button Images, select the button that users will click to initiate a chat session from your email signature.
5. Under Email Signature, choose a signature to which the chat button will be appended.
   • Option. Type a new signature directly in the space provided.
   • Option. Click Open to select an existing email signature. The Open file... dialog is displayed with the path: C:\Users\*username*\AppData\Roaming\Microsoft\Signatures. Select a signature and click Open.
6. On the Generate Chat Button HTML window, click Save.

   Result: The chat button is added to your email signature.

Set a text-based link that a visitor clicks to initiate a chat session.

Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.

Every business has its own unique voice and brand identity, and Digital DX gives you the control and flexibility to customize your implementation to your unique business needs.

1. Click Channels > Chat > Chat Buttons (Floating).
2. Click on the name of your chat button.
3. Go to the Settings > Display.
4. You can select among predefined images in our Button Template library or provide URL links to your own custom button images.
5. Scroll down to the Positioning section to select where your chat button is displayed on your web page and how it will animate when shown to the visitor.
6. Save your changes.

   

The primary connection between Digital DX and your chat customers is a snippet of HTML code that you generate together with a chat button and insert to your site.

1. In the Web Admin Center, choose the type of HTML code to generate:

   Option	Description
   Floating Chat Button	Select Channels > Chat > Chat Buttons (Floating) when you want to implement a floating chat button and/or monitor customers before chat and/or invite users to chat based on characteristics of their visit.
   Static Chat Button	Select Channels > Chat > Chat Buttons (Static) when you want to implement a fixed-position chat button or link on your site.
   Conversion Tracking HTML	Select Customers > Conversion Codes when you want to track conversion events so you can relate specific chats to actual sales or other milestones.

   What is the difference between static and floating chat buttons?

   A static chat button is a standard HTML button that is always displayed on your website as a static element. Whether it's a button or just a clickable string of text depends on how you configure your chat button definition.

   Floating buttons are animated by default and they slide into view when the customer moves the mouse over these buttons. When the button slides in, it covers part of your website, essentially creating an extra layer on top of your website content. You can define where the initial shrunk version of the button should appear on your website and how much it should shrunk before a customer moves the mouse over it.

2. Apply settings to your HTML and associated entities.
   Tip: This article focuses on the "big picture" of how to implement an HTML snippet rather than the potentially long chain of settings that you can make to the various Digital DX entities that can be associated with an HTML snippet, such as Chat Button definitions, Chat Window definitions, Website definitions, Department definitions, Invitation Rulesets, Conversion Codes, and more.
3. Click Generate HTML and then Copy to Clipboard.

   Result:

4. Paste the code to your site.
   Important: Modifications to the generated HTML code may cause unexpected behavior and is not supported. For assistance or questions regarding the HTML snippet, contact Support.

   When pasting the HTML code to your site, consider the following in light of your actual site architecture:

   • To activate the code on all pages, paste the code into the footer include of your website before the closing <body> tag.
   • To activate the code per page (on a single page or multiple pages individually), paste the code into any page before the closing <body> tag.
   • If the chat button associated with your HTML uses a layered chat window, make sure your pages start with a <!DOCTYPE html> tag. Without this tag, some versions of Internet Explorer will use quirks mode and open the layered chat window in a pop-up.

   Tip: If you are sending the code snippet to a web developer via email, do not paste the code directly into an email message. Save the HTML code in a text file (Notepad, for example) and attach it to an email.

To ensure that customers are properly informed about agent availability, you can choose to show a specific chat button image when at least one agent is available and another (or none) when no agents are available.

Change the look and behavior of your chat button.

1. Create or edit a fixed-position (static) or floating chat button, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
   2. Select an existing chat button or click Create New.
2. To change your chat button's appearance, go to the Settings tab under Display.
3. For floating chat buttons you have these additional options:
   • To control where your floating chat button displays on the customer's browser page, go to the Settings tab under Positioning
   • To control how your floating chat button is animated when shown to the customer, go to the Settings tab under Animation
4. Save your changes.

   Result: The settings are applied to the chat button.

You can set chat buttons to be shown to customers in specific countries.

Associate a chat button with a department to allow chats originating from the button to be tagged with department metadata, which can then be used to assign and organize chats.

1. Using the BoldChat Operator Client, create a custom chat button definition, as follows:
   1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
   2. Choose the type of button to create. On the left menu, click Chats > Custom Chat Buttons > New or Chats > Custom Floating Chat Buttons > New.

   Result: The New Custom Button window is displayed.

2. Use the direction buttons to move countries between Included Countries and Excluded Countries.
3. Save your changes.

   Result: The settings are applied to the custom chat button definition.

Associate a chat button with a department to allow chats originating from the button to be tagged with department metadata, which can then be used to assign and organize chats.

1. Using the BoldChat Operator Client, create a custom chat button definition, as follows:
   1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
   2. Choose the type of button to create. On the left menu, click Chats > Custom Chat Buttons > New or Chats > Custom Floating Chat Buttons > New.

   Result: The New Custom Button window is displayed.

2. Save your changes.

   Result: The settings are applied to the custom chat button definition.

Set a button that a visitor clicks to initiate a chat session.

To ensure that visitors are properly informed about operator availability, you can choose to show a specific chat button image when at least one operator is available and another (or none) when no operators are available.

1. Using the BoldChat Operator Client, create a custom chat button definition, as follows:
   1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
   2. Choose the type of button to create. On the left menu, click Chats > Custom Chat Buttons > New or Chats > Custom Floating Chat Buttons > New.

   Result: The New Custom Button window is displayed.

2. On the New Custom... window, under When Unavailable, choose the expected behavior when no operators are available:
   • Choose Show Unavailable Button: When no operators are available, the Unavailable Image URL is displayed to visitors.
   • Show No Button: When no operators are available, no button is displayed to visitors.
   • Show Available Button: When no operators are available, the Available Image URL is displayed to visitors.
3. Save your changes.

   Result: The settings are applied to the custom chat button definition.

Set a floating button that a visitor clicks to initiate a chat session.

The primary connection between BoldChat and your site is always a snippet of HTML code that you generate in BoldChat and insert to your site.

1. From the main menu of the operator client, go to Setup > HTML and select the type of HTML to generate:
   • Generate Floating Button / Visitor Monitoring HTML. Select this option when you want to implement a floating chat button and/or monitor visitors before chat and/or invite users to chat based on characteristics of their visit
   • Generate Chat Button HTML. Select this option when you want to implement a fixed-position chat button or link on your site.
   • Generate Conversion Tracking HTML. Select this option when you want to track conversion events so you can relate specific chats to actual sales or other milestones.
2. Apply settings to your HTML and associated entities.
   Tip: This article focuses on the "big picture" of how to implement an HTML snippet rather than the potentially long chain of settings that you can make to the various BoldChat entities that can be associated with an HTML snippet, such as Custom Chat Button definitions, Custom Chat Window definitions, Website definitions, Department definitions, Auto-Invite Ruleset definitions, Conversion Code definitions, and more.
3. Click Copy to Clipboard.
4. When pasting the HTML code to your site, consider the following in light of your actual site architecture:
5. Paste the code to your site.
   Important: Modifications to the generated HTML code may cause unexpected behavior and is not supported. For assistance or questions regarding the HTML snippet, contact Support.

   When pasting the HTML code to your site, consider the following in light of your actual site architecture:

   • To activate the code on all pages, paste the code into the footer include of your website before the closing <body> tag.
   • To activate the code per page (on a single page or multiple pages individually), paste the code into any page before the closing <body> tag.
   • If the chat button associated with your HTML uses a layered chat window, make sure your pages start with a <!DOCTYPE html> tag. Without this tag, some versions of Internet Explorer will use quirks mode and open the layered chat window in a pop-up.

   Tip: If you are sending the code snippet to a web developer via email, do not paste the code directly into an email message. Save the HTML code in a text file (use Notepad, for example) and attach it to an email.

"-----BEGIN PGP MESSAGE-----\nVersion: BCPG v1.50\n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\n5jUabllMN5PxGkXWBAhWG1hUVkYH8SMucQ==\n=/htM\n-----END PGP MESSAGE-----"

"1939D964B68EBFA61DE8C0B45D0C3C4836169C87DAB362116474A3B67B113B65F0172D3FA3191EC3525DA3E50B11A09B00B0A2869A1585EF148420347DE17A9EVisitName=Robert%20Smith&VisitEmail=r.smith%40gmail.com"

How to monitor visitors without displaying a chat button

How to monitor visitors without displaying a chat button

Set your site to monitor visitor activity without displaying a chat button upon entry. Use this solution when you want to be able to invite visitors to chat manually or according to certain criteria.

With this solution the primary connection between BoldChat and your site is a snippet of code called Visitor Monitor HTML.

1. Set the default Floating Chat Button to None.

   This ensures that no button is displayed to visitors upon entering a site with Visitor Monitoring HTML.

   1. From the main menu of the operator client, go to Setup > General Account Settings.
   2. On the General Account Settings window, under Default Floating Chat , click the X to set the value to None and save your changes.
2. Generate Visitor Monitoring HTML, as follows:
   1. From the main menu of the operator client, go to Setup > HTML > Generate Floating Button / Visitor Monitor HTML
   2. On the Generate Visitor Monitor HTML window, under Floating Chat Button, click the X to set the value to None.
   3. Associate your HTML with a Website definition. See How to set up a Website definition.
   4. Option. Associate your HTML with an Auto-Invite Ruleset definition. See How to invite visitors to chat according to rules.
3. Copy and paste the code to your site. See Generate and insert HTML to your website.

Remember: You must also implement an invitation strategy, otherwise you will be unable to invite visitors to chat. See Setting up Invitations.

Related Articles

• How to generate an HTML Snippet
  
• How to set up a Website definition
  
• How to set a chat button as a chat entry point (fixed-location)
  
• How to set a chat link as a chat entry point
  
• How to set a floating chat button as a chat entry point (with Visitor Monitoring)
  
• How to add a chat button to an Outlook email footer
  
• Collecting visitor data with Custom Visitor Info and Variables

Monitor visitors on a website

Monitor visitors on a website

BoldChat?s Visitor Monitoring tracks visitors on your website in real time and provides detailed information.

1. IP and Reverse IP: See the IP address and Reverse IP (host name) of each visitor.
2. Entry URL Tracking: View the Entry URL of every visitor (useful to see which visitors came from ad campaign #1 vs. ad campaign #2).
3. Proactive Invitations: Automatically invite visitors to chats based on customizable rules.
4. Geo-Location: Enables showing the country, region, and city for any visitor on your website.

Important: In order to take advantage of these visitor monitoring features, Visitor Monitoring must be implemented throughout your site. Learn more in the Setup and Customization Guide.

Related Articles

• How to view visitor monitoring information
• How to invite an active visitor to a chat
• How to search for a visitor

Create a Floating Chat Button

Create a Floating Chat Button

Chat buttons are entry points that visitors use to engage with you. They can be customized to meet the needs of each area of your site.

Now you?ll create your first chat button and generate a very important snippet of HTML code. You?ll use the HTML code on your site to deploy chat; don?t worry if you aren?t ready for that step yet ? you can also preview test chats from within the Bold360 Admin Center.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Floating).
2. Click My Chat Button to edit.
3. From the Chat Window drop-down, select My Chat Window that you have previously set up.

   

4. If you have one department, select it under Department. This will route any chats that come in through this button to agents within that department.
   Note: If you have multiple departments, you can find more information on your routing options in Route chats to your agents.
5. We recommend using your own custom image for the button itself. To do so, select Custom for Image Source. This custom image should be hosted on a URL, so that you can point to the button in Available Chat URL.
6. We also recommend using another custom image for an unavailable button. To move forward with this recommended approach, select Show Unavailable button under When Unavailable. This custom image should also be hosted on a URL, so that you can point to the Unavailable button within Unavailable Chat URL.
7. Once you have completed all the steps outlined, you are ready to generate the HTML to place on your website. To do so, on the left side of the page, go to the HTML tab.
   1. Under Website, select My Website.
   2. Under Auto-Invite Ruleset, select My Invite Ruleset .
   3. Click Generate HTML.

      You may be prompted to save your changes.

   4. Once HTML is generated, click Copy to clipboard.
   5. Paste this code into your favorite text editor such as Notepad. We do not recommend pasting code into Microsoft Word as it can break the code with styling or line breaks. Our best practice recommendation is to deploy this code to a staging site first. From there, review the widget and make any changes you want. Upon doing so, regenerate the code and then send it to your web developer to be added to all pages on your live website! Note that any test data will appear in reporting.
      Note: If you don?t have a custom button image, you can use our default image by keeping Image Source set to Predefined options.

   

Need more info? There?s a section about chat buttons in our Support Center.

Previous article: Create a Chat Window

Next article: Route chats to your agents

Related Articles

• Frequently Asked Questions for Agents
• Frequently Asked Questions for Admins

Chat button setup

Chat button setup

Configure the settings associated with the button or text that customers click to initiate chat.

Note: To understand the relationship between a website, a chat window, and a chat button, consider the following:
In Bold360, a website is a group of settings that helps you manage your Bold360 strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming chat items.
The website also contains the code of a "chat button", which does not only refer to a simple button on the user interface that a customer clicks, but also a complex group of settings associated with that button. These settings include button images, position, animation, associated departments, the countries where the button is displayed and so on.
When the customer clicks the chat button, a chat window opens, which again is not only a simple window on the user interface, but also a complex group of settings that control the layout and content of that window.
To interact with customers, first you have to set up a website and then a chat window. Subsequently, create a chat button and associate that button with the chat window and the website.

It is important to understand that "chat button" does not refer to a simple button (as in the actual interface a customer clicks), but rather a complex group of settings associated with an actual button, buttons, or string of text:

• The actual button images shown when agents are available or unavailable
• The position of floating button images on your page
• Animation settings for floating button images, including resize when not in focus
• The chat window customers are shown when they click the button
• The department associated with the button
• The countries where the button will be displayed

The following additional settings help determine when your chat button is shown to customers:

• Agent availability (including agent hours)
• Website business hours
• Department business hours
• Automatic Distribution settings (queue limits)

What are best practices for setting up chat buttons?

• In addition to a floating button, you should also have static chat buttons prominent in header and footer.
• ?????Ensure all parameters are defined when generating the button HTML code (website, department when necessary, window as well as the Pass custom information about customer option enabled).
• Easy for customers to find answers or help
• Easy access makes for a positive customer experience
• Allows for customizing the initial button that customers will interact with.
• Ensuring that parameters are set up from the beginning will ensure easier, more flexible, and more sustainable management in the future. If any of these parameters need to be added or changed down the line, it will require re-deployment of the code, adding risks and delays.

Related Articles

• Generate chat button HTML
• Customize chat button appearance, position, animation
• Set the chat window seen by customers
• Show a different chat button image when agents are available/unavailable
• Associate chats (a chat button) with a department
• Set a chat button to be shown in specific countries
• How to set website-level business hours

Announcements

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).  

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About Genesys

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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