Website Articles

How to set business hours

Business hours allow you to control the times, days, dates, and circumstances under which your chat buttons are shown to visitors.

Business hours can be set for the BoldChat entities Website and Department.

Department-level business hours and exceptions override website-level business hours and exceptions. Departments without unique business hours and/or exceptions use the same settings as associated websites.

You can also set operator hours to establish an individual operator's availability during a given time range. Operator hours are applied independently of business hours. See How to set operator hours.

Set website-level business hours

Business hours can be set for the BoldChat entity called Website.

To activate website-level business hours, you must create a website definition and then associate it with an HTML snippet. The HTML snippet will also have an associated custom chat button definition or visitor monitoring definition. Your business hours are applied to the button or visitor monitoring insofar as they are associated with the same HTML snippet as the website definition.

  1. Create a website definition, 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 General > Websites > New.

    Result: The New Website window is displayed.

  2. Name the website definition.

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

  3. Select Enable business hours for chats.
  4. Option. To make chat buttons available within business hours even when no operators are available, select Even when no operators are available.

    Result:

    CAUTION: This may result in unanswered chats. Chats may continue to be queued even when no operators are available.
  5. Select the Time Zone used by the From/To time settings.
  6. Set your Standard Weekly Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the hours between which you want chat to be potentially available, expressed as From/To.

      Outside of this time period, your chat buttons display as unavailable even when operators are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the Chat button associated with this website reference will become available at 9:00 AM (if operators are available) and will be disabled at 5:00 PM.

    2. Select the Days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add period and set the days and time as described above.

    Result: Outside of these time periods, chat is unavailable unless you set exceptions (Enterprise subscribers only).

  7. Option. Enterprise subscribers can alter Standard Weekly Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events, you can add exceptions under Exceptions by date.
  8. Save your changes.

    Result: The settings are applied to the website definition.

Your website definition is ready to be associated with an HTML snippet. Unless this association is made, your business hours are not applied.

Set department-level business hours

Department-level business hours allow Enterprise subscribers to control the times, days, dates, and circumstances under which chat with the department is available.

Department-level business hours and exceptions override website-level business hours and exceptions respectively. Departments without unique business hours and/or exceptions use the same settings as associated websites.

A department cannot receive new chats outside of business hours, even when operators are available (unless you choose otherwise, as described below) or a rollover department has been designated.

Note: An Enterprise subscription is required.
  1. Create a department, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click General > Departments > New

    Result: The New Department window is displayed.

  2. Name the department definition.

    This may be seen by visitors.

  3. Click the Business Hours tab.
  4. Select Enable business hours for chats.
  5. Option. To make chat buttons available within business hours even when no operators are available, select Even when no operators are available.

    Result:

    CAUTION: This may result in unanswered chats. Chats may continue to be queued even when no operators are available.
  6. Select the Time Zone used by the From/To time settings.
  7. Set your Standard Weekly Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the hours between which you want chat to be potentially available, expressed as From/To.

      Outside of this time period, your chat buttons display as unavailable even when operators are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the Chat button associated with this website reference will become available at 9:00 AM (if operators are available) and will be disabled at 5:00 PM.

    2. Select the Days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add period and set the days and time as described above.

    Result: Outside of these time periods, chat is unavailable unless you set exceptions (Enterprise subscribers only).

  8. Option. To alter your Standard Weekly Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events, you can add exceptions under Exceptions by date. See What are exceptions to business hours? below.
    • Same as website exceptions. The department uses the same exceptions as associated websites
    • Override website exceptions on specific dates. On the dates specified here, department exceptions override website exceptions. Otherwise, the department uses the same exceptions as associated websites.
    • Override all website exceptions. The department uses unique exceptions and ignores all website exceptions.

    Result:

    Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available). To do this, select Show expired from: and copy expired exceptions.
Remember: A department that serves as a Rollover department cannot receive rollover chats outside of its own business hours.

What are exceptions to business hours?

An exception is valid for one day only. By defining an exception, you override normal business hours. In other words, an exception defines the time when your agents are available to chat on a specific day.

Think of a business hours exception as an exception in your daily routine: You may provide support from 9 AM to 5 PM, but on an exceptional day, like Black Friday, you may want to provide chat support for longer hours. In this case, you can define an exception for that single day by defining your availability, say, from 9 AM to 9 PM.

Similarly, if you have a meeting on November 20, from 2 PM to 3.30 PM and you are not available to support your customers, you have to change your standard business hours by setting two exceptions for the day:

  • One exception for November 20 from 9 AM to 2 PM
  • Another one for November 20 from 3.30 PM to 5 PM

This way, you can let Digital DX, and your customers, know that this is an exceptional day when you are available from 9 AM to 2 PM and from 3.30 PM to 5 PM only.

How to set website-level business hours

Website business hours allow you to control the times, days, dates, and circumstances under which your chat buttons are shown to customers.

To activate website-level business hours, you must create a website and then associate it with an HTML snippet. The HTML snippet will also have an associated chat button.

Department-level business hours and exceptions override website-level business hours and exceptions. Departments without unique business hours and/or exceptions use the same settings as associated websites.

You can also set agent hours to establish an individual agent's availability during a given time range. Agent hours are applied independently of business hours.

Here's how to set website-level business hours:

  1. Create or edit a website, as follows:
    1. In the Web Admin Center, go to Organization > Websites.
    2. Select an existing website group or click Create New.

    Result: The New/Edit Website page is displayed.

  2. Name the website.

    This can be seen by customers when the Website field is included on a pre-chat form.

  3. Select Enable business hours for chat.
  4. To make chat buttons available within business hours regardless of agent status, select Ignore Agent Status.

    Result:

    Important: This may result in unanswered chats. Chats may continue to be queued even when no agents are available.
  5. Select the Timezone used by the From/To time settings.
  6. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the start and end of business hours, expressed as From/To, when chat is available for customers.

      Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the chat button associated with this website will become available at 9:00 AM (if agents are available, unless you ignore agent status) and will be disabled at 5:00 PM.

    2. Select the Days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.

    Result: Outside of these time periods, chat is unavailable unless you set exceptions.

  7. Under Exceptions by date, you can alter your Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events.

    See What are exceptions to business hours? below.

    Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available). To see these exceptions, select the Show previously expired exceptions from option.
  8. Save your changes.
The settings are applied to the website.

Your website is ready to be associated with an HTML snippet. Unless this association is made, your business hours are not applied.

What are exceptions to business hours?

An exception is valid for one day only. By defining an exception, you override normal business hours. In other words, an exception defines the time when your agents are available to chat on a specific day.

Think of a business hours exception as an exception in your daily routine: You may provide support from 9 AM to 5 PM, but on an exceptional day, like Black Friday, you may want to provide chat support for longer hours. In this case, you can define an exception for that single day by defining your availability, say, from 9 AM to 9 PM.

Similarly, if you have a meeting on November 20, from 2 PM to 3.30 PM and you are not available to support your customers, you have to change your standard business hours by setting two exceptions for the day:

  • One exception for November 20 from 9 AM to 2 PM
  • Another one for November 20 from 3.30 PM to 5 PM

This way, you can let Digital DX - and your customers - know that this is an exceptional day when you are available from 9 AM to 2 PM and from 3.30 PM to 5 PM only.

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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