Invitations Articles

How to allow operators to invite visitors to chat

By default, all operators are able to invite visitors to chat from the Visitors tab. This is referred to as Custom Invite, Manual Invitations, Instant Chat Invite, Invited 'Pro-Active' Chat, or Manual Proactive Chat.

  • Only visitors to a site with a Visitor Monitoring HTML snippet can be invited.
  • You must insert a Visitor Monitoring HTML snippet to your site to take advantage of this feature.
  • Operators must be in a Permission Group with Invite permission.

The following options allow you to customize your implementation of this feature.

  • Option. Create a Custom Chat Invite.

    This defines the actual interface seen by visitors upon invitation.

    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Invitations > Custom Chat Invitations > New. The New Custom Chat Invitation window is displayed.
    3. Customize the window as required and save your changes. How to set up Custom Chat Invitations

    Result: The Custom Chat Invite will be listed when an operator clicks the Custom Invite button on the Visitor tab. The operator can choose to send the invite to a visitor.

  • Option. Associate a specific Custom Chat Invite with the Invite this visitor to chat button on the Visitor tab.
    1. From the main menu of the operator client, go to Setup > General Account Settings.The General Account Settings window is displayed.
    2. On the Invite Setup tab, next to Instant Chat Invite, click the button with three-dots .... The Select Item window is displayed.
    3. Select a Custom Chat Invitation and click OK.
    4. On the General Account Settings window, save your changes.

      Result: The selected Custom Chat Invitation will be displayed to visitors when operators click the Instant Chat Invite button ("Invite this visitor to chat") on the Visitor tab.

How to implement A/B testing of invitations

To help determine which invitations are the most effective, you can implement A/B testing.

In this article we are assuming you have already created invitations (Custom Chat Invites) and want to see which works better.
  1. Open an Auto-Invite Ruleset from Setup > Account Setup > Invitations > Auto-Invite Rulesets.
  2. Select a rule from the Rules List and click Edit.
  3. Under Activate This Custom Chat Invite, select the two invitations you want to test.

  4. Save your changes.

    Result: The selected Custom Chat Invites will be offered to visitors randomly.

  5. Later, once you have collected some data, you must generate a report that helps you see how the invitation has performed.
    1. Go to Reports > New > Visit Reports > Invite Summary.
    2. Under Grouping, make sure Rule is selected.
    3. Click Save to generate the report.

    Result: Review the data to see how many times each invitation was served, accepted, declined, and ignored.

How to set up Custom Chat Invitations

A Custom Chat Invite or Custom Chat Invitation defines the actual interface seen by visitors upon invitation. Invitations can be customized in a number of ways.

  1. Create a Custom Chat Invite.
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Invitations > Custom Chat Invitations > New. The New Custom Chat Invitation window is displayed.
  2. Name the invitation.

    This is for internal reference and is not seen by visitors.

  3. Choose an Invite Type:
    • Simple Image Invite displays a basic image to the visitors that they click to initiate chat.
    • Chat Form Invite displays a chat invitation that is structured like a Chat Window chat form.
    • Pre-Chat Form Invite displays a chat invitation that is structured like a Chat Window pre-chat form.
    • JavaScript Invite provides flexibility by allowing you to craft a JavaScript function that will be called when rule criteria. Within your function, you can utilize any animation type or visual presentation you desire; your imagination and JavaScript skills are the only limitations.
  4. Set animation options:
    • Animation Duration sets the length of time (in seconds) that the chat invitation is displayed to the visitor. For animated invitations, this controls how fast the Chat invitation will move across the browser.
    • Animation Type > Left To Right starts the chat invitation at or near the left edge of the visitor's browser and animate it across to the right edge of the browser
    • Animation Type > Right to Left starts the chat invitation at or near the right edge of the visitor's browser and animate it across to the left edge of the browser
    • Animation Type > No Animation instantly displays the chat invitation in the visitor's browser
    • Animation Type > No Animation - Fade-In makes the chat invitation appear gradually (as opposed to making it appear instantly)
  5. Under Box Width and Box Height you can set the invitation's width and height in pixels.
  6. Under Position you can define the invitation's initial relative location on the visitor's browser window.
    Option Description
    Browser Window With this option, the invitation starts in the defined position on the viewable browser window. As the visitor scrolls up/down, the page content moves up/down, but the invitation stays in its defined position.
    • Vertical Alignment (or offset) is the relative position from the top edge of the viewable browser window. This number must be greater than 0.
    • Horizontal Alignment (or offset) is the relative position from the left edge of the viewable browser window. This number must be greater than 0.
    HTML Document With this option, the invitation starts in the defined position on the HTML page. As the visitor scrolls up/down, the invitation moves up/down along with all other page content.

    Vertical position

    • Top is the relative vertical position down from the top of the HTML page. This number must be >= 0
    • Center is the relative vertical position from the center of the HTML page. A negative value indicates a relative distance above the vertical center, while a positive value indicates a relative distance below the vertical center. The value 0 represents the center.
    • Bottom is the relative vertical position up from the bottom of the HTML page. This number must be greater than 0.

    Horizontal position

    • Left is the relative horizontal position in from the left edge of the HTML page. This number must be >= 0
    • Center is the relative horizontal position from the center of the HTML page. A negative value indicates a relative distance to the left of the horizontal center, while a positive value indicates a relative distance to the right of the horizontal center. The value 0 represents the center.
    • Right is the relative horizontal position from the right edge of the HTML page. This number must be greater than 0.
  7. Under Custom Window, choose the Chat Window to associate with the invitation.

    To learn about chat windows, see How to set up a Chat Window definition.

    • To use the default chat window definition, do nothing (the default is called My Chat Window)
    • To use a custom chat window definition, click the button with three-dots ... and choose a custom window.
  8. Under Parameters you can customize the invitation's design, text, and more.
    Tip: Each Invite Type has unique parameters for customizing your invitation. To view context-sensitive help for an item that is unclear, simply hover your mouse over the field.
  9. Under Advanced (HTML), you can directly edit the invitation's HTML to achieve a finer level of customization.
    Attention: Editing HTML can result in a broken invitation!
  10. Under Mobile you can set up a mobile-friendly version of the invitation.
    • To never use a mobile-friendly invitation and always show the desktop invitation to all visitors regardless of device type, select Never.
    • To show a mobile-friendly invitation to visitors who are detected as mobile users, select On Mobile Devices.
    • To show the mobile-friendly invitation to all visitors regardless of device type, select For All Computers and Mobile Devices.
    Tip: Each Invite Type has unique settings that you can use to customize your mobile-friendly invitation. To view context-sensitive help for an item that is unclear, simply hover your mouse over the field.

    Result:

Invitations with Regular Expressions

This section helps you understand how you can use regular expressions together with Custom Variables and Auto-Invite Rulesets to trigger invitations based on an almost inexhaustible set of values.

This material is intended for a technical audience. We assume that you have a working knowledge of HTML, JavaScript and regular expressions.

In essence, regular expressions (regex) are used to determine if characters, words or even a pattern of characters exist within a given string. By using Regular Expressions together with BoldChat?s Custom Variables and the Advanced Custom Field Rules (within an auto-invite rule), you gain the ability to check for an almost limitless number of data points that can form the basis of your rule criteria.

These values can be derived from HTML page elements or custom values by passing and concatenating multiple comma separated values into a single custom variable. Rules can then be set to look for multiple values within the variable text string and fire off an invitation based on the results.

Setting up the variables

Custom variables must be included in your HTML snippet, as described here: Collecting visitor data with Custom Visitor Info and Variables. Once custom variables are exposed in the HTML snippet, you must create local page variables with your preferred scripting language. The examples below use JavaScript, but any language will suffice.

Variables within the head of an HTML document can be used to set or associate values of web page elements. The maximum variable length is 65,000 characters. The script below demonstrates how you can create and set JavaScript variables to hold values. The sample uses JavaScript to extract the ?innerHTML? (value between the div tag) values of the div elements and then passes the value into the newly created variables.

The div tags below represent page elements of interest, of which you want to use as a basis for your rule criteria.

The next example shows Visitor Monitoring HTML; you will need to edit it slightly in order to pass the div element values into BoldChat?s custom variables.

Here the VisitRef custom variable is set to contain a string value of Item Number = 123456789, Invoice Total = $20.00, Availability = 24, Product Name = Widget:

pageViewer.setParameter("VisitRef", "Item Number =" + itemNum + "," + "Invoice Total =" + invoiceTot + "," + "Availablity = " + avail + "," + "Product Name =" + productName);

Next you set up an Advanced Custom Field Rule that uses a regular expression to check for the desired value within the vr variable. For this example you place the regular expression within the Visit Ref Contain field, as shown below.

Fastpath: Setup > Account Setup > Invitations > Auto-Invite Rulesets > New > Rules List > New > Show/Hide Advanced Custom Field Rules

Take note that both the Visit Ref Contains and the Match Contains Rules using Regular Expressions are checked and the Visit Ref Contains field has a value of Item Number = 123456789. Availability = 24.

The .* operator is used to check if the Visit Ref Contains field has the values listed before and after the operator in that order. The value sequence is important. For instance; currently the VisitRef variable contains the string value of Item Number = 123456789, Invoice Total = $20.00, Availability = 24, Product Name = Widget. The regular expression operator checks to see if Item Number = 123456789 is contained in the variable. If so, it looks for a value of Availability = 24. The query equates true and an invitation is sent.

Remember: The order of the values being checked makes a difference! For example, if the two values are reversed in the Regular Expression, say: ?Availability = 24.*Item Number = 123456789?, then this rule would equate to false (following the above example). Although both values are present, Availability comes before Item Number, so it is not found in the example above.

How to invite visitors to chat after a short delay

You can set BoldChat to automatically invite visitors to chat after a short delay. This does not involve rule sets, so it is relatively quick and easy to configure. This feature is known as Instant Invite Delay.

  • Only visitors to a site with a Visitor Monitoring HTML snippet can be invited.
  • You must insert a Visitor Monitoring HTML snippet to your site to take advantage of this feature.
  • Operators must be in a Permission Group with Invite permission.
  1. From the main menu of the operator client, go to Setup > General Account Settings.

    Result: The General Account Settings window is displayed.

  2. Under Invite Setup, select the Enable Instant Chat Invite checkbox and set the number of seconds to wait before automatically inviting the visitor.
  3. Save your changes.

    Result: Changes are applied to your site. You do not need to re-generate your HTML snippet.

How to invite visitors to chat according to rules

Rules are set using the BoldChat entity called Auto-Invite Ruleset, which must be associated with a Visitor Monitoring HTML snippet.

  • To set up rules, you must be in a Permission Group with the following permission: Can Setup Rules Engines.
  • To activate rules, you must create an Auto-Invite Ruleset and then associate it with a Visitor Monitoring HTML snippet that you insert to your site.
  • Only visitors to a site with a Visitor Monitoring HTML snippet can be invited.

This feature is referred to as Rules-based invitations, Auto Time-on-Site Invitations, Proactive Rules Engine, Pro-Active Chat Configuration, or Auto-Invite.

Follow this procedure to create a ruleset and understand what you must do to activate it.
  1. Create an Auto-Invite Ruleset, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Invitations > Auto-Invite Rulesets > New. The New Auto-Invite Ruleset page is displayed.
    3. Under Rule Set Name, enter a name that will help you identify the ruleset in other setup areas.
    4. Enable the ruleset.
    5. Decide how you want to react when a visitor declines or ignores an invitation by setting values for the following fields: Stop auto-inviting a visitor after # invite declines and Stop auto-inviting a user after # invite ignores.
  2. Add rules to the Auto-Invite Ruleset, as follows:
    1. On the New Auto-Invite Ruleset window under Rules List, click New.
    2. Name the rule and define rule criteria. See Auto-Invite Rule Criteria.
    3. Save your changes.

      Result: The rule is added to the ruleset.

  3. Continue to add rules.
  4. On the Rules list, arrange the rules in the order they should be analyzed by BoldChat.

    For a particular visit to a page on your site, the rules are checked in order from top to bottom. For any single page view, the first matching rule will apply.

How to set up Sale Recovery (invite visitors to chat after missing them)

When operators are unavailable, visitors may nonetheless click on a chat button without making real-time contact with an operator. When an operator becomes available, BoldChat can proactively inform them that a visitor who wanted to chat is still on the site (this is called recovery) or is filling out a form (this is called recapture). The operator can then choose to invite the visitor to chat. These features are also known as Sale Recovery?, Chat Recovery, or Visitor Recapture.

  • Only visitors to a site with a Visitor Monitoring HTML snippet can be invited.
  • You must insert a Visitor Monitoring HTML snippet to your site to take advantage of this feature.
  • Operators must have the following permission: New/Edit Operator > Other Settings > Enable chat recovery/recapture.

The following options allow you to customize your implementation of this feature.

  • Option. Use the default invitation, as follows.
    1. From the main menu of the operator client, go to Setup > General Account Settings. The General Account Settings window is displayed.
    2. Leave the value My Chat Recovery Invitation under Chat Recovery Invite.
  • Option. Create a Custom Chat Invite.

    This defines the actual interface seen by visitors upon invitation.

    1. Next to Chat Recovery Invite, click the button with three-dots .... The Select Item window is displayed.
    2. Click New. The New Custom Chat Invitation window is displayed.
    3. Customize the window as required and save your changes.
    4. On the Select Item window, make sure your new custom chat invitation is selected and click OK.

    Result: The Custom Chat Invite is listed under Chat Recovery Invite on the General Account Settings window.

Operators with proper permission are now able to send an invitation to visitors. The operator sees the following system message: There are visitors on your site who tried to chat while you were away. Would you like to invite them to chat now? If the operator responds Yes, the visitor is sent the chat invitation defined above.

How to invite an active visitor to a chat

  1. On the left pane of the desktop Operator Client, open the Visitors folder.

    Result: The left pane is updated with Visitor folders. The upper-right area displays a list of visitors for the selected visitor folder.

  2. From the list of visitors in the upper-right area, select a visitor to invite to a chat.
  3. In the toolbar above the list of visitors, click Invite this visitor to a chat (chat bubble with play symbol).

    Result: The button is greyed out and the visitor receives a prompt to accept a chat. The visitor must accept the chat for the chat to start.

    Tip: If the visitor accepts the chat request, then an incoming chat will be created and can be dealt with by the operator as usual. For details, see How to view incoming chats.
    Tip: If the visitor closes the prompt without accepting the chat, the Invite this visitor to a chat button in the desktop Operator Client becomes active again.

How to create invitations

Invitation is a term referring to a set of features that interact to allow you to prompt visitors to engage with your organization. An invitation always includes an actual interface seen by visitors, called the Custom Chat Invitation. This actual invitation can be sent manually by an operator or automatically according to settings or rules.

To work with invitations, you must implement Visitor Monitoring HTML on your site. You can choose to use invitations alone, or in addition to chat buttons or links.

Where do I create invitations?

We recommend creating and managing Custom Chat Invitations from the following location: Setup > Account Setup > Invitations > Custom Chat Invitations.

To create rules, go to Setup > Account Setup > Invitations > Auto-Invite Rulesets.

How do invitations relate to other BoldChat entities?

Any custom chat invitation can be associated with the following:

  • Auto-Invite Rulesets (the direction of the relationship is from ruleset to invitation).
  • A Custom Chat Window (the direction of the relationship is from invitation to window).
  • The Invite this visitor to chat button on the Visitor tab
  • The Invite Delay field on the General Account Settings tab

For help customizing Custom Chat Invites, see How to set up Custom Chat Invitations.

When to fire invitations: Auto-Invite Rule Criteria

Use this table to match you business goals with rule criteria when creating rules in an Auto-Invite Ruleset

If you enable more than one criteria for a particular rule, then all criteria must match in order for the rule to trigger an invitation.

Fastpath: Setup > Account Setup > Invitations > Auto-Invite Rulesets > New > Rules List > New
Table 1. Rule Criteria for rules in an Auto-Invite Rule Set
Goal Criteria name Notes, Tips
Invite all visitors, first-time visitors, or repeat visitors? Who to Invite
Invite only after visitors have viewed a certain number of pages on your site. Minimum page views this visit
Avoid sending an invitation too soon after the visitor completed a chat or received a previous invitation. Seconds since last chat or last chat invites The minimum amount of time (in seconds) that must elapse since the visitor's last chat or chat invitation before a new chat invitation is shown.
Invite when the visitor is in a specific country Visitor's Country
Invite based on the URL of the page being visited. "The invitation fires if the visitor is on a certain page." Page URL Contains For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase.
Invite based on the URL of the page a visitor has just left (the page visited before the visitor's current page). "How do I create an invitation rule that fires off if the visitor is on my checkout page but returns to a product page?" Previous URL contains For example, if you specify /products/shoes.html, then the URL of the previously visited page must contain that exact phrase.
Invite based on the URL of the first page the visitor sees on your site Entry URL Contains Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Invite based on the URL of the page from which the visitor entered your site Referrer URL Contains Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Invite only when an operator is available in a specific department. "How do I configure an invitation to route to a specific departments?" Department is available Also applies to rollover departments.
Invite according to information gathered about visitors using Custom Variables Advanced Custom Field Rules See About Custom Variables
Invite according to regular expressions Match "Contains" Rules Using Regular Expressions For example, to match only page URLs that contain "/products/shoes.html AND a parameter with the value dress, the page URL you would use the simple regular expression "/products/shoes\.html.*dress".

This is enabled for all containment matching criteria, so all criteria involving containment must use a regular expression for proper matching.

Invite from all other pages except one, for example your home page multiple settings
  • Page URL Contains must have the dollar sign appended to the page: yourhomepage.com/$
  • Match "Contains" Rules Using Regular Expressions must be selected
  • Activate This Custom Chat Invite must be <None>
Invite only when the visitor has already been invited using a specific chat invitation Last Chat Invite Was
Invite when the visitor is using a specific browser Browser type
Table 2. Actions to take when a rule is matched
Action Description Notes, tips
Activate This Custom Chat Invite Specify the Custom Chat Invitation to display when criteria are matched. This answers the question "Which invitation is presented to the visitor when the rule is triggered?"

See also How to implement A/B testing of invitations

Do not auto-invite the visitor if they have already had a chat during this visit When selected, visitors who have already had a chat session during their current visit are not invited a second time.
Minimum Time on Site Before Invite Specify the amount of time that a visitor must be on your site before triggering the active Custom Chat Invitation. In minutes. The longer a visitor is on your site, the more interested they may be in your content, and hence the more receptive they may be to a chat invitation
Minimum Time on Page Before Invite Specify the amount of time that a visitor must be on a particular page before triggering the active Custom Chat Invitation. In minutes.
Minimum Time Since Last Invite Specify the time to wait between invitations. In seconds.
Personalize invitation by assigning an operator to it When selected, chat invitations display the name of a pre-assigned, random operator.

Optional: Set Up an Invitation

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

There are a few ways to invite visitors to chat. The following steps outline how to set up a rules-based invitation to a chat conversation.

  1. Create an Invitation, which is the actual interface the visitor sees when invited.
    1. Go to Customers > Custom Invitations and click Create New.
    2. Name the invitation (for example, Acme invite).
    3. Save your changes.

    Need more info? There's an article about customizing chat invitations in our Support Center.

  2. Create an Invitation Rule Set.
    1. Go to Customers > Invitation Rule Set and click Create New.
    2. Enter a Name that will help you identify the rule set.
    3. Select Enable to activate the rule set.
    4. Under the Rules section, click New Rule.
    5. Name the rule.

    6. Click Add Criteria and select an option from the drop-down list.
    7. Click Add Action and select Activate Custom Invite from the drop-down list.
    8. Search for and select the rule you just created.
    9. Save your changes to add your rule to the rule set.
  3. Associate the Rule Set with chat button and HTML snippet.
    1. Go to Channels > Chat > Chat Buttons (Floating) and click on the name of the chat button you created.
    2. On the HTML page, select the rule set you created from the Auto Invite Ruleset drop-down menu.

    3. Save your changes and click Generate HTML.
    4. Follow the instructions on how to test your chat button.

Need more info? There's a section about invitations and rules in our Support Center.

When to send automatic invitations: Invite Rule Criteria

Use this table to match your business goals with rule criteria when creating rules in a rule set.

If you enable more than one criteria for a particular rule, then all criteria must match in order for the rule to trigger an invitation.

Fastpath: Customers > Invitation Rule Sets > Create New > Rules section > New Rule

Criteria

Table 1. Rule Criteria for rules in an Invitation Rule Set personalize invitation
Goal Criteria name Notes, Tips
Invite when the customer is using a specific browser Browser type
  Current chat status  
Invite based on the URL of the page being visited. Current URL For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase.
Invite only when an agent is available in a specific department. "How do I configure an invitation to route to a specific departments?" Department is Available Also applies to rollover departments.
Invite based on the URL of the first page the customer sees on your site Entry URL Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Invite only when the customer has already been invited using a specific chat invitation Last Chat Invite
Invite only after customers have viewed a certain number of pages on your site Minimum Page Views this visit
Invite based on the URL of the page a customer has just left (the page visited before the customer's current page). Previous URL For example, if you specify /products/shoes.html, then the URL of the previously visited page must contain that exact phrase.
Invite based on the URL of the page from which the customer entered your site Referrer URL Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Avoid sending an invitation too soon after the customer completed a chat or received a previous invitation Seconds since last chat or last chat invite The minimum amount of time (in seconds) that must elapse since the customer's last chat or chat invitation before a new chat invitation is shown.
Invite when the customer is in a specific country Customer's Country You can select multiple countries.
Invite all customers, first-time customers, or repeat customers? Who to Invite For inviting all customers, do not use this criteria.
Invite customers whose email addresses contain specific characters Customer Email
Invite according to information gathered about customers, which contains specific characters Customer Info
Invite customers whose names contain specific characters Customer Name
Invite customers whose phone numbers contain specific characters Customer Phone
Invite customers whose names contain specific characters Customer Ref
Invite according to regular expressions Current URL, Entry URL, Previous URL, Referrer URL, Customer Email, Customer Info, Customer Name, Customer Phone, Customer Ref For example, to match only page URLs that contain "/products/shoes.html AND a parameter with the value dress, the page URL you would use the simple regular expression "/products/shoes\.html.*dress".

This is enabled for all containment matching criteria, so all criteria involving containment must use a regular expression for proper matching.

Invite from all other pages except one, for example your home page multiple settings
  • Page URL matches regular expression must have the dollar sign appended to the page: yourhomepage.com/$
  • The Activate custom invite action must not be selected

Actions

Table 2. Actions to take when a rule is matched
Action Description Notes, tips
Activate custom invite Specify the chat invitation to display when criteria are matched. This answers the question "Which invitation is presented to the customer when the rule is triggered?"
Do not auto-invite the customer if they have already had a chat during this visit When selected, customers who have already had a chat session during their current visit are not invited a second time.
Minimum Seconds Since Last Invite Specify the time in seconds to wait between invitations.
Minimum Seconds on Page Before Invite Specify the amount of time in seconds that a customer must be on a particular page before triggering the active Custom Chat Invitation.
Personalize invitation by assigning an agent to it When selected, chat invitations display the name of a pre-assigned, random agent.
Minimum Seconds on Site Before Invite Specify the amount of time in seconds that a customer must be on your site before triggering the active Custom Chat Invitation. The longer a customer is on your site, the more interested they may be in your content, and hence the more receptive they may be to a chat invitation.

How to set an agent image for chat and invites

Set a photo or other image to be placed in invitations and chat messages.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Images and Greetings tab under Invite Image URL, enter the web URL of the image you want to show in invitations.
  3. Under Chat Image URL, enter the web URL of the image you want to show in the chat window.

    For secured sites, the URL must contain https.

  4. Save your changes.

Announcements

Join the DX Community!

Meet fellow DX pros, ask questions, and learn best practices.

Join the DX Community

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of January 18, 2022

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11