Embedded Widget Articles

What are fallback messages?

Fallback messages enable the bot to provide a response when there is no result or there are multiple options based on the user's input.

When there is one result based on the user's responses, you set up the final answer presented to the user in the body of the article that uses the entity. There could be multiple possible results or no result based on the user's responses. you define what happens in these cases in the Fallback Messages section of the entity.

No results

You can define a fallback message that is presented when the user's answers match the data in the entity source file, but there is no result in the entity that fits the customer's answers. Using the example in this article, if the customer is asking for an iPhone 7 with a 10 megapixel camera, the no result fallback message is presented as iPhone 7 and 10 megapixels are both part of the entity file, in model and camera pixels respectively, but there is no iPhone 7 with a 10 megapixel camera in the database. If however, the customer is asking for a Sony phone, which is not one of the brands in the file, the bot returns the error message defined in the widget configuration.

The fallback message for no result can be either a statement or an article. A statement is plain text that is displayed to the user.
Note: You can't select an article that contains an entity as a no result fallback message.

For custom entities, the message or article you define here is displayed when the customer provided wrong input more times than the property's error message is set to be displayed. For example, you have a property where detect is set to Email, the bot query is What's your email address? and the error message is Please provide an email address. which is set to be displayed 3 times. When the user fails to provide an email address for the fourth time, the fallback message or article is displayed.

Multiple results

When there is more than one result to present, you can set up the bot to generate a carousel of these results. In the Fallback Messages section of the entity page, set what cards in the carousel should look like: specify the property to be presented as title and subtitle, and if you have images in the data source, you can also provide an image property. Using the example in this article, you could have:

Tip: If you don't want to have a carousel of different results, you can use Quick Options instead. See What are the property options for data source entities? for more information.

API Invalid response (for API-based entities only)

Note: This option is displayed only when you provide a link to an API in the Data Source URL field. When your entity reads data through an API, the API may return an invalid response. For example, if your API receives invalid input from the customer or when the API server is unavailable. For these cases, you can define an error statement that is to be presented to the customer.

How to enable a conversational bot in an account

Before you begin: If this is the first time you are adding a conversational widget to your account, please contact your Customer Experience Manager or Support team to make sure that the knowledge base you are working on is enabled for conversations.

To enable a conversational bot in an account, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget, click Personalize.
  3. Select the Knowledge Base or URL that you want to change.
  4. On the Basics tab, make sure that Widget Mode is set to Conversational.
  5. Save your changes.

How can I embed fonts in a Bold360 AI support center or widget?

To use paid font types in your Bold360 AI support center or widget, store them on your server and allow Bold360 AI to access them.

  1. Create a CSS file with font face declarations and store it on a server.
  2. Enable cross-origin resource sharing (CORS) on the server as described here.
  3. Allow access from the following resources:
    1. < name of account >.Nanorep.co. For example, if your account name is acme, allow access to acme.Nanorep.co
    2. For support centers, allow access to the support center sub-domain URL. For example, if your sub-domain is support.acme.com, allow access to this sub-domain.

Slim Support Center widget customization

For instructions on how to implement these examples see How to customize the Slim widget? guide.

Customize widget width and height

Since this widget type is basically just a search bar from regular embedded widget its width can be limited by changing container div style directly:

#nanorep-embedded-widget {
width: 500px; 
}

As for the widget height, it is highly dependent on font settings in search bar. If you decide to increase/decrease height of search bar, you need to make sure that all the settings below are also increased/decreased:

.widget-embedded--support-center .query-field__placeholder,
.query-field__input {
    padding: 25px 15px 25px;
    /* padding bottom, padding right, padding top */
    line-height: 20px;
    /* should not be less than font-size value */
    font-size: 25px;
    /* should not be bigger than height value height: 90px; }

Answer title font and colors

.answer-header__title-text-node {
    font-family: 'Josefin Sans', sans-serif;
    /* If you use custom font, make sure to link it at parent page */
    font-size: 20px;
    font-weight: bold;
    /* Bold text */
    text-decoration: underline;
    /* Underlined text */
    font-style: italic;
    /* Italic text */
    color: green;
    /* Font color. You can also use color set in HEX or RGB format */
}

Answer text font and colors

Note that we do not recommend overriding any settings except font-family and text color. All other text style changes are to be done in the Article editor.

.answer-body__html { font-family: 'Josefin Sans', sans-serif; }

Customize links

[nr-normalize] a { text-decoration: none ; cursor: pointer ; color: red ; }

HTTPS will be enforced across all Bold360ai web application touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021

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

Why is this happening?

Encrypted communication is essential for safe transmission of data between the web server and browsers. Unlike HTTP, HTTPS establishes a secure connection by encrypting data. 
If an application does not use HTTPS, it is vulnerable to information disclosure and MITM attacks which attempt to strip encryption between the server and the client.

Changes in the Bold360ai 

After the change is introduced to the servers, you can only reach the servers through HTTPS. Servers are going to deny ALL HTTP requests.

Required actions

Bold360ai admin site
  • Visit your admin site only through HTTPS
  • Update any HTTP protocol bookmarks  to HTTPS.

  If admins try to reach the site through HTTP, the server denies access.

Deployed widgets
  • Redeploy widgets where the configuration does not enforce HTTPS communication.

 Widgets use the protocol of the site visitor, so if the widget does not enforce HTTPS communication, the widget appears broken to the visitor.

 NoteThe change does not affect widgets with enforced HTTPS configuration.

API endpoint calls
  • Update the address of your servers with the HTTPS protocol, so all API calls use the right address.

API calls where the protocol is HTTP get a deny response from the server.

 

What is the difference between the widget skins?

The Widget escalation method is different between the widget skins.

In the arcade skin, the escalation configurations are performed through the contact form, while in modern skin all the escalations are made from channeling rules.

In the modern widget, skin escalation configurations will be defined through channeling - learn how to define smart channeling.

To use the modern skin for channeling, all previous channel configurations should be removed.

How can I activate on-the-fly translation?

Digital DX AI offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

Features and Benefits

  • Language is detected automatically.
  • Answer content and widget interface are automatically translated.
  • Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
  • Allows you to answer foreign language tickets in your natural language.
  • Offers comprehensive translation analytics.

To activate the translation capabilities, please contact your Customer Success Manager.

Dedicated language Knowledge Bases

Digital DX AI allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

To activate a dedicated knowledge base, please contact your Customer Success Manager.

Slim Embedded widget customization

For instructions on how to implement these examples see How to customize the Slim widget? guide.

Customize widget header color

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select the knowledge base or URL to customize.
  4. On the Basics tab, select the Primary color of your widget.
  5. Save your changes.

To override the color set, use the following CSS code:

widget-embedded__header { background: red !important; }

Customize widget width and height

Embedded widget width is to be set for widget container div:

#nanorep-embedded-widget { width: 500px; height: 600px ;}

Customize widget title font and colors

.widget-embedded__header { font-family: 'Josefin Sans', sans-serif; 
/* If you use custom font, make sure to link it at parent page */ 
font-size: 20px ; 
font-weight: bold ; /* Bold text */ 
text-decoration: underline ; /* Underlined text */ 
font-style: italic ; /* Italic text */ 
color:green ; /* Font color. You can also use color set in HEX or RGB format */ }

Customize answer title font and colors

.answer-header__title-text-node { font-family: 'Josefin Sans', sans-serif; 
/* If you use custom font, make sure to link it at parent page */ 
font-size: 20px; 
font-weight: bold; /* Bold text */ 
text-decoration: underline; /* Underlined text */ 
font-style: italic; /* Italic text */ 
color: grey; /* Font color. You can also use color set in HEX or RGB format */ }

Customize answer text font and colors

We do not recommend overriding any settings except font-family and text color. All other text style changes are to be done in the Article editor.

.answer-body__html { font-family: 'Josefin Sans', sans-serif; color: grey; }

Customize links

[nr-normalize] a { text-decoration: none ; cursor: pointer ; color: red ; }

How can I customize negative feedback submission?

Once you have set up how visitors give feedback, you can customize how you want to gather negative feedback.

With both feedback input types, you have the following three options to collect feedback after the article receives negative feedback:

  • Open text
  • Multiple choice
  • Multiple choice and open text
To set this up, proceed as follows:
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, select Personalize.
  3. Select the knowledge base or URL you want to customize.
  4. From the Feedback submission drop-down, select the desired option.
    • Select Open Text to display an input field to the visitor.

      If you select this option, you can customize the following:

      • Dialog Title: the text that appears above the input field.. You can use this option to specify what kind of feedback you would like to receive. How can we improve this article? is displayed by default.
      • Placeholder Text: the text presented in the input field before the user clicks in it.
      • Disclaimer Text: use this field to provide any kind of disclaimer to visitors who submit the form. This text is displayed under the input field.
      • Submit Button Text: the text that appears on the button that triggers submission. Submit is the default value.
    • Select Multiple Choice to display feedback options to the visitor.

      If you select this option, you can customize the following:

      • Search problem text: text for the first answer option. Missing or incorrect information is displayed by default.
      • Problem with answer text: text for the second answer option. Answer irrelevant to the page is displayed by default.
    • Select Multiple Choice + Open Text to combine the previous two.

      All customization options available for Multiple choice and Open Text are available for this feedback type .

  5. Save your changes.

How do I customize how visitors give feedback?

Set up the widget to gather feedback by displaying thumbs-up and thumb-down icons or yes and no buttons.

Note: Use these settings for customizing feedback. If you have instant feedback enabled, use the settings described in this article.
To set up icons or buttons for feedback collection on a touchpoint, do the following:
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, select Personalize.
  3. Select the knowledge base or URL you want to customize.
  4. From the Feedback input drop-down list, select Icons or Textual.
  5. Optional: Change other related settings.
    • Upload custom images for the positive and negative icons.
    • Enter a custom text in the Feedback question field. The text you enter here is displayed at the end of articles when textual feedback input is selected. Was this article helpful? is displayed by default.
    • Enter a custom text in the Positive text field. This text you enter here is the positive feedback option. Yes is displayed by default.
    • Enter a custom text in the Negative text field. This text you enter here is the negative feedback option. No is displayed by default.
  6. Save your changes.
What's next? Set up how you'd like visitors to provide negative feedback. See How can I customize negative feedback submission? for more information.

How do I install the Embedded Widget?

The set up the Embedded Widget, follow these instructions:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Get the Code under Embedded widget.

If you have more than one knowledge base, you have to set up the widget for each knowledge base separately. If you do not have URL configuration for the page where you want to place the widget then the Master Settings configuration is used. If you want to use existing configuration from different URL or KB, use the corresponding checkboxes and select the required configuration from the drop-down list.

Important: if you have existing API for Modern and Arcade widgets you have to use legacy embedded code since the current widget design does not have backward API compatibility. In this case do the following:

  1. Select Get legacy embedded code and define widget size. The recommended size is: Width: 400, Height: 500.
  2. Copy the code you get and paste it into your website support / contact us page. You can also use the "Preview" box (on the right side) to see how it looks and to give it a try.

How to configure conversational touchpoints

There are several aspects to be defined in the touchpoint UX that are unique for conversational touchpoints, on web, messengers such as Facebook or within the app.

Define the behavior when an answer is not found

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Select the knowledge base that you want to change.
  4. In the Error answers field on the Conversation tab, type the answer when an answer is not found. You can define either a text to be presented or an article ID. Your defined responses will be presented sequentially when the bot does not find an answer.

Best practices to consider:

  • On the first attempt, encourage the user to rephrase.
  • If you want to offer channeling only on later attempts, for instance on the second attempt, you can insert an article's ID, which is associated with a channeling rule.

How to use extended search precision in conversational widgets

As a fallback option, you can set your conversational widget to perform a broader search for answers when the widget does not display results. To enable this fallback option, do the following:
  1. In Bold360 AI, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to modify.
  3. Select a knowledge base or URL to customize.
  4. On the Conversation tab, make sure you have selected Restrictive from the Search precision drop-down list.
  5. Select Allow algorithm fallback.
  6. In the Fallback statement field, enter a message that is displayed to the customer before offering additional answers.
  7. Save your changes.

What are the best practices for widget configuration?

Learn how to best configure your chat widget.

Positioning

When thinking about where to place your widget on your webpage, consider the following:

  • Make sure it is in line with other navigational aspects of your page.
  • It's common to put the widget on either the lower right or left hand side of the webpage as web page real-estate is valuable.
  • People tend to read more to the left and click more to the right. The left sidebar is better suited for navigation, the right sidebar is better suited for advertising and other widgets.
  • On mobile, most people scroll with their right thumb so a widget may be easier to see on the left side.

Color scheme

When it comes to choosing a color scheme for your widget, consider the following:

  • Everything about the bot should match your brand image, from the personality of the bot to the colors you choose for the text.
  • Your brand is important, but be mindful to make the widget noticeable. For instance, if your brand colors are blue and white and your web page background is blue, consider using a white icon to align with your branding but doesn't get hidden while also being blue.

What are some ways to increase chat engagement?

To increase traffic going to the bot and with that deflect call volume, keep these guidelines in mind:

  • Draw attention to the chat button by using a hover message, contrasting colors, animation or a bright catchy image.
  • Make sure you don't limit access to live chat by placing the widget in the footer of the page.

How do I show a specific answer when the widget loads?

The following API allows you to specify the question text or ID of an answer to open automatically when widget loads.

// For the floating widgets
 _nRepData['float'] = 
 {
 customValues:
 {
  onloadQuestionId: "1032006 
  onloadQuestion: "How much does it cost?
 }
 }
 // For the embedded widgets
 _nRepData['embed'] =
 {
 customValues:
 {
 onloadQuestionId: "1032006"
 }
 };

Where should the API be placed?

The API should be placed below the /*API HERE*/ comment in the widget script. See example below:

< !--do not modify this script -- > 
< div class='Nanorep_loadingData' id='NanorepProxyContainer' style='position:absolute;top:-500px;left:0px;' >
< /div > 
< script type='text/javascript' >
var _nRepData = _nRepData || []; 
_nRepData['kb'] = '633763325358580000'; 
_nRepData['float'] = {account: 'Nanorep', cdcVersion: 3, cdcFrame: '', scriptVersion: '2.29.3.4'} 
/* API here */; 

_nRepData['float'] = 
{ 
  customValues: 
  { 
    onloadQuestionId: "1032006 
    onloadQuestion: "How much does it cost? 
  } 
} 
(function(){var windowLoadFunc = function(){var _nRepData = window._nRepData || [];
_nRepData['windowLoaded'] = true;if (typeof(_nRepData['windowOnload']) === 'function') _nRepData['windowOnload']();};
if (window.attachEvent)window.attachEvent('onload', windowLoadFunc);
else if (window.addEventListener)window.addEventListener('load', windowLoadFunc, false);
var sc = document.createElement('script');sc.type = 'text/javascript';
sc.async = true;sc.defer = true;
sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/float.js';
var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);})(); < /script >

How to disable auto-translation for search widgets

You can now disable auto-translation for a specific search widget.

Note: Auto-translation is an account-level feature. We support Google Translate and Geofluent as translation providers. Contact your Customer Success Manager to enable it for you.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Choose Personalize under the widget type you want to change.
  3. Select the knowledge base or URL you want to customize.
  4. On the Advanced tab, select Customize for the Enable auto-translation field.
  5. Clear the checkbox for this option.
  6. Save your changes.

How to make the answer displaying without the scrollbar?(Arcade and Modern widget)

Important: This solution is only applicable to legacy widget code.

To remove the vertical scroll-bar from the embedded widget, set dynamicSize to true in your script as follows:

< !--do not modify this script -- >
< div id='NanorepEmbedContainer' >
< /div >
< script type='text/javascript' >
   var _nRepData = _nRepData || []; 
   _nRepData['kb'] = ' YOUR_KB '; 
   /* API here */; 
   _nRepData['embed'] = 
{
   account:' YOUR_ACCOUNT_NAME ', 
   container: 'NanorepEmbedContainer', 
   width:400, 
   maxHeight:0 , 
   dynamicSize: true , 
   cdcFrame:'', 
   cdcVersion:3, 
   scriptVersion: '2.22.2.31'
};

(function(){
   var windowLoadFunc = 
      function(){
         var _nRepData = window._nRepData || [];
         _nRepData['windowLoaded'] = true;
   
         if (typeof(_nRepData['windowOnload']) === 'function') 
            _nRepData['windowOnload']();};
   
   if (window.attachEvent)
      window.attachEvent('onload', windowLoadFunc);

   else if (window.addEventListener)
      window.addEventListener('load', windowLoadFunc, false);
   
   var sc = document.createElement('script');
   sc.type = 'text/javascript';
   sc.async = true;sc.defer = true;
   sc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'my.Nanorep.com/widget/scripts/embed.js?account=ving';
   var _head = document.getElementsByTagName('head')[0];_head.appendChild(sc);
})();< /script >

Digital DX AI supports Floating widgets, Conversational widgets, Support Page widgets, and the Support Center, on a wide range of mobile devices including iPhone, iPad, and Android.

The mobile version of the widgets are completely mobile-responsive, and consistently size-relative to your mobile screen, regardless of zoom ratio.

Once you have the Digital DX AI widget script installed on your website, the mobile widget is implemented automatically, with no further configuration required.

The default settings can be modified. For more information, see How do I set the widget to be mobile-responsive?.

How do I change the LivePerson agent name color within the chat session?

  1. Log in to the AI Console and go to Touchpoints > Widgets.
  2. Click Personalize in the widget type that you want to change.
  3. If you have more than one Knowledge Base, select the one where you want to make your change.
  4. The settings page of the widget is displayed.
  5. On the Texts & Colors tab, scroll down to the bottom to the Chat Agent name color field.

  6. Click the color picker box to select a different color through hue or by RGB settings.
    Note: You see a preview of your selection in the right-hand of the page.
  7. Click Save changes and then click OK.
The change is made instantly in the widget on your website.

What options are available for gathering user feedback?

Digital DX offers a number of options to gather feedback about answers from website visitors.

You have the following options to make feedback submission easy and get the exact data you need:

What's the visitor experience like?

  • When customers provide positive or negative instant feedback in conversational mode, the feedback option that is not selected disappears from the screen. This prevents customers from accidentally providing additional conflicting feedback.
  • When a customer gives feedback on an article and later the article is displayed again, the originally provided feedback is also displayed below the article.
  • When quick options are available for an article and the customer provides positive feedback to the article, the quick options are presented again.

How to customize how visitors give textual feedback in instant feedback

You can enable your visitors to start typing their textual feedback immediately after they select the negative feedback option.

If instant feedback is enabled for a conversational widget, a Give Feedback button is displayed when the visitor provides negative feedback on an answer. You can make this button disappear and enable your visitors to just type their feedback and send it by hitting enter.

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, select Personalize.
  3. Select the knowledge base or URL you want to customize.

    Make sure you select a configuration where Widget mode is set to Conversational.

  4. On the Conversation tab, make sure Enable Feedback and Instant Feedback are selected.
  5. Select Simple in the Textual feedback submission flow field.
  6. Save your changes.

How do I customize instant feedback?

Once you've enabled instant feedback, you can customize how the bot asks for feedback.

Make sure you have instant feedback enabled. See How can I enable instant feedback? to learn more.
Note: If you don't have instant feedback enabled, use the settings described in this article to customize feedback.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, select Personalize.
  3. Select the knowledge base or URL you want to customize.
  4. On the Texts & Colors tab, customize the following settings:
    • Instant Feedback: General Reply on Feedback: The bot's general response when receiving positive or negative feedback. You can overwrite what's displayed upon negative feedback by specifying a response to negative feedback.
    • Instant Feedback: Reply on Negative Feedback: The bot's reply when receiving negative feedback.
    • Instant Feedback: Label of the Inaccurate Button (First button): The label of the button that customers can use to signal that an incorrect answer was provided to them. After clicking this button, the customer can explain why the content is incorrect.
    • Instant Feedback: Label of the Irrelevant Button (Second button): The label of the button that customers can use to signal that the bot didn't understand the question. The bot stores and learns from this type of feedback.
    • Instant Feedback: Request for Textual Feedback: The message that invites the customer to provide textual feedback.
    • Instant Feedback: Label of the Provide Feedback Button: The label of the button that customers can use to give textual feedback on why they gave negative feedback.
    • Instant Feedback: Repeat Request for Textual Feedback: The text to be displayed for additional request for providing textual feedback.
  5. Save your changes.

How can I enable instant feedback?

Use instant feedback to enable customers to provide feedback about each answer they receive in a conversational widget.

When instant feedback is enabled, thumbs-up and thumbs-down buttons are displayed at the bottom of each answer in the conversational widget. To enable instant feedback, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Floating widget or Embedded widget, select Personalize.
  3. Select the knowledge base or URL you want to customize.

    Make sure you select a configuration where Widget mode is set to Conversational.

  4. On the Conversation tab, make sure that Enable Feedback is selected.
  5. Select Instant Feedback.

    Instant feedback is disabled by default and doesn?t replace the feedback mechanism you enable with Enable Feedback option.

  6. Save your changes.
    Tip: You can disable instant feedback for individual articles by adding a <no_feedback/> tag in the article editor. You can add this tag to individual answers in conversational articles too.
What's next?

See How do I customize instant feedback? to set up the messages the bot uses to communicate.

You can also select how visitors can give textual feedback after selecting the negative feedback option. See How to customize how visitors give textual feedback in instant feedback for more information.

What is the Embedded (Support Page) Widget?

The Support Page Widget is a frame that you embed in your main customer support page for visitors to ask questions and receive answers. This dynamic easy-to-use support center that is connected to your multi-channel articles knowledge base.

Get installation instructions for the embedded widget.

How to set up focus for the embedded widget?

You can focus your webpage on the embedded widget upon loading. To enable this ability, follow these instructions.

  1. In the AI Console, navigate to Touchpoints > Widgets.
  2. Click Personalize under Embedded Widget.
  3. Select the knowledge base or URL that you want to edit.
  4. On the Advanced tab, select Embed grabs focus.
  5. Click Save changes to apply the new settings.

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Set up an email account

Set up an email account

Configure Digital DX to receive, track, and manage emails.

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

    Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.