TS General Articles

Frequently Asked Questions for Admins

Chat button isn?t showing on website or chat button shows that chat is unavailable

Make sure someone is signed in to the Agent Workspace and set that user to available.

My chats are not automatically assigning to agents (Routing/ACD/Queues/rule exports)

Make sure ACD is enabled either at the Channel level or at the Department level. If enabled, check any routing rules that assign chats to the relevant department.

Why are my customers building an endless chat queue?

Make sure you enable a concurrent chat limit within ACD, and then you can set your queue limits.

How can I see what Routing Rule is causing my chats to go to a different location?

Export your Routing Rules into an Excel file and enable filtering in Excel. You can now filter by the specific actions or criteria that cause the chats to be routed. Find out which rule has a higher rank, meaning the system will trigger that rule first.

If someone else made changes to something I was working on, or if I?m not sure what I changed, is there an easy way to find out what happened or revert back?

There is no way to revert to settings you previously saved unless you made a copy of the item. However, you can use the Audit Log to see exactly what changes have been made on the account. Simply locate the changed item in the Audit Log by the date and time the change may have occurred and you?ll be able to see exactly what settings where changed, what were they changed to, and see whether something was created, updated, or deleted. See View changes in the Admin Center.

Note: Make sure you are in a permission group that provides access to the audit log.

My agents or I cannot access anything

If you cannot see a chat folder, edit canned messages, or handle any other tasks in any Bold360 console, you may need to check you or your agent?s Permission Group to see if you have access to the item.

How can I see what my agents are working on?

Go to agent.bold360.com/monitor to be able to see our Monitor View where you get up to four queues depending on your subscription type: AI Chatbot chats, Queued chats, chats Assigned to an Agent, and Closed chats. You can click each item to see the conversation and information about the customer and information about the chat conversation. You can also filter by agent Departments as well as Folders to see just a specific queue/group of items or agents.

How do I understand my peaks, trends, and questions on Agent performance?

Our reporting helps you see a breakdown of your chat/customer volume. We have many different reports that look at agent efficiencies, visits to your website and where chats are started or ended, and many more use cases depending on the KPI you are measuring for. Find out more about reporting.

I have an issue that I believe is a bug. How should I escalate my issue to LogMeIn?

To raise a support case or bug, please collect a few necessary items before contacting Support to make your experience as smooth as possible:

  • a .HAR file captured while replicating the issue
  • full-screen screenshots and not just a screenshot of a particular error message
  • the Chat ID of any chats which had an issue

For more information, see How do I contact Bold360 support about the Agent platform?

Your base reports or dashboard are good but don?t present all the information our Organization requires

You can create custom reports or a dashboard using our API. You can find our documentation at https://developer.bold360.com, which contains information on how to export your raw data to then create custom reports or a dashboard.

Are there any other best practices I need to be aware of?

To ensure you?re set up for future success, create folders on a 1:1 ratio with your department names (for example, Sales department also has a chat folder, titled "Sales") so that your teams can view their work items and supervisors can report on only their team?s work items.

You can also make sure your agents can efficiently handle as many chats as are assigned to them. The best way to help your agents is to create predefined messages, called Canned Messages, that agents can quickly use to keep the conversation going.

Lastly, it is recommended to include brackets {} at the beginning of the Agent Name that contain either the person?s role (Agent, Admin, Supervisor, etc.) or their permission group (Agent, Sales, Developer, etc.) so when looking at reporting you can tell exactly what part of the Organization the person belongs to.

Frequently Asked Questions for Developers

I have deployed the code snippet, I have agents available, but the button still doesn?t show on the website

When deploying the code snippet, make sure that you paste it directly from the code generation dialog in the Bold360 Admin interface. If the code snippet was sent to you for deployment in a Microsoft Word document, it?s possible that the code was broken with Microsoft Word styling or line breaks. Request the code snippet again in a plain text document.

I might want to use Proactive Invites at some point; what do you recommend?

You will need to redeploy code if you choose to integrate an Invitation Ruleset. We recommend disabling the default Invite Ruleset in the Admin Center and deploying the Invitation Ruleset with your button code. If you decide to use chat invites, you can easily enable the Invitation Ruleset and add some rules for your use cases.

What is the best way to manage the code deployment?

If you have a Tag Manager, it is recommended you deploy your code using the tag management system. This enables you to trigger the Bold360 code on specific pages from a tag manager, which makes it easier to manage over time. If you deploy to each page of your website, then it will be much more difficult and time-consuming to deploy and manage the code.

I had customized a few items with my Chat Window or Button and now things are not working correctly on my site

Copy your standard code snippet created in the Admin Center and paste it in a blank page to try and reproduce. If your code works on the blank page but not your website, there are probably some CSS or other variables on your site causing an issue. Please note that our support team cannot troubleshoot issues stemming from your site?s CSS.

I?m having issues with an API Trigger not working

First, you need to investigate if the Trigger itself is the issue. To do so, set up two triggers, one to a staging/test website and one to your production site. If the trigger works in one space, we can assume there is something with the webhook causing an issue.

Frequently Asked Questions for Agents

I can?t login

Go to launch.bold360.com. Enter your username and then click Forgot password.

If this does not resolve the issue, please contact your Bold360 administrator.

Once I log in, nothing is being displayed in my Agent interface

Data is displayed in the interface once a chat has been assigned to you. Make sure you are set to available, launch a chat from the page the button is deployed. Depending on the account configuration a chat should appear in your interface. Once you click on the chat and answer it data will be displayed in the interface.

In Monitor View, I can?t see anyone else?s chats

Your admin may have prevented you from seeing this information. Please contact your Bold360 Admin to ensure your permission group allows you access to any items you require.

How to resolve account configuration errors

You can see all configuration issues with your Digital DX account at admin.bold360.com/failures. You may have the following configuration issues:

Invitation Rule Set-related issues

Configuration error message Resolution

Invitation rule set does not exist or has been deleted. Make sure that you've entered the correct invitation rule ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported invitation rule ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script.
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Email Account-related issues

Configuration error message Resolution
Email server authentication failed. Check your credentials. (AuthenticationFailedException - AUTHENTICATE failed)

These error messages essentially refer to the same issue: Digital DX could not access your email account because of an authentication issue.

In the Admin Center, go to the Channels > Email > Email Accounts page and update your login credentials. Always test your connection to verify your login details.

Email server authentication failed. Check your credentials. (AuthenticationFailedException - Connection reset)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Could not determine server)
Email server authentication failed. Check your credentials.(AuthenticationFailedException - Logon failure: the specified account password has expired.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Login failure: unknown user name or bad password)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Read timed out)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Unable to log in)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [ALERT] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] AUTHENTICATE Invalid credentials)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Authentication failed.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Authentication failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Invalid login)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Username and password not accepted)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - authorization failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - temporary error)
Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection refused) Digital DX could not connect to the configured email server for one of the following reasons:
  • Email server is temporarily unavailable
  • Your firewall blocks connection
  • An IP filter is configured on the email server
  • Slow network connection may result in time out errors

Check your email server connection with another email client to verify that the server is available.

Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection timed out)
Could not connect to the configured email server. Check your email server settings. (NoRouteToHostException - No route to host (Host unreachable))
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Read timed out)
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Connection timed out)
The configured email server URL cannot be resolved. Check your email server settings. (UnknownHostException - host.url.to.mail.server)

The configured email server URL cannot be resolved. In this case,

  • Check your configuration for mistyped URL and test the connection.
  • There may be DNS configuration issues.
  • The email server URL may have changed. Check your provider's website for information.

Websites-related issues

Configuration error message Resolution
Incorrect website or department ID in your website's HTML code. Make sure that you've entered the correct IDs.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported website ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Floating chat button-related issues

Configuration error message Resolution
The defined floating chat button definition does not exist or has been deleted. Make sure that you've entered the correct floating chat button ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported Floating chat button ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

API setting-related issues

Configuration error message Resolution
Your API authentication token has expired. Check the refresh rate of your API client. API tokens are valid for five minutes only. (AuthSecurityException - Expired authorization)

The AuthToken provided to execute API calls is expired.

Check your client that you use to call the API to see how it refreshes the token. Tokens are valid for five minutes only.

Your API Access Key is not enabled or does not exist. Check your API Access Key settings. (AuthSecurityException - No integration settings)

API settings defined by AuthToken does not exists or not enabled. Check API settings for Enabled status first.

API authentication token could not be validated or the signed parameter is invalid. See our Support Center for more information. (AuthSecurityException - Invalid auth or signature)

Note: support center link should be the same as the one at the top of the "Failures" page.

When the API authentication token cannot be validated, you must create a valid token as described in the Developer Guide

When you use Signed Authorization, make sure that you follow all security considerations.

The "Integration API Server Calls" feature is disabled for your account. Contact your Success Manager to enable it for you. (AuthSecurityException - Feature not enabled)

The "Integration API Server Calls" feature is not enabled for your account. Contact your Success Manager to enable it for you.

The specified Account IDs in the API authentication token and in the request URL do not match. Please generate a proper authentication token. (AuthSecurityException - AccountID does not match)

The AccountID defined in the authorization token does not match the AccountID in request URL.

Generate a proper authorization token.

Integration API trigger-related issues

Configuration error message Resolution
Your integration URL was terminated by the remote server. Check you server's log for details. (ClientAbortException - Connection reset by peer)

Connection to your integration URL was terminated by the remote server. Please check you server's log for details.

You should update your server certificate as it most probably expired. (SSLHandshakeException - General SSLEngine problem)

Most probably your server certificate expired. Please update your server certificate.

To validate your certificate, call an API endpoint from a web browser, such as Google Chrome.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: protocol_version)

An API call to your integration URL failed because the Client and server TLS versions do not match, or are incompatible. Please check your server's TLS support and your server logs for details.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: unexpected_message)
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: handshake_failure)
Connection refused by remote server. Check the URL and port values in the configuration and the firewall settings on the remote server. (ConnectException - Connection refused)

Check the URL and port values in the configuration and the firewall settings on the remote server.

Server path is configured incorrectly. Check the URL and port values in the configuration and the firewall settings on the remote server. (NoRouteToHostException - No route to host)

Server path is configured incorrectly.

Check the URL and port values in the configuration and the firewall settings on the remote server.

Cannot connect to the specified URL and port. Check the URL and port values in the configuration and the firewall settings on the remote server. (SocketException - Network is unreachable)

Cannot connect to the specified URL and port.

Check the URL and port values in the configuration and the firewall settings on the remote server.

The amount of outgoing data exceeds 256 kilobytes. Please review the trigger configuration for your content. (Exception - Buffer size exceeded)

The amount of outgoing data exceeds 256 kilobytes.

Please review the trigger configuration for your content.

Facebook Messenger Account-related issues

Configuration error message Resolution
Your recent Facebook password reset invalidated API access tokens. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.)

Your recent Facebook password reset invalidated API access tokens.

You must renew connection to your Facebook account:

  1. In the Admin Center, go to Channels > Messaging > Facebook Messenger.
  2. Select your Facebook account.
  3. On the Account Settings tab, select Renew connection to your Facebook account.
  4. Save your changes
Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The user has not authorized application X.)

Your Facebook authentication either expired after 60 days of inactivity or was manually revoked.

You must renew connection to your Facebook account:

  1. In the Admin Center, go to Channels > Messaging > Facebook Messenger.
  2. Select your Facebook account.
  3. On the Account Settings tab, select Renew connection to your Facebook account.
  4. Save your changes

Why doesn't my widget come up?

When the widget is not available on the site or sites it was added to, here are a few things you can do:

  • Check the widget script.

    Make sure that the script was not changed and still has the original form from the script generator. To learn more about how to get the widget code, see What widgets do you provide and how can I add them to my website?.

  • Review the widget settings.

    Open the widget configuration, go to the Advanced tab and make sure that the Widget Enabled checkbox is selected.

  • Review the cross-origin resource sharing (CORS) policy settings of your account.

    Go to Admin Center > Preferences and check the content of the Allowed Origins field. The widget is supposed to be visible on the URL domains listed in this field. If the Allowed Origins field contains an asterisk (*), the widget is not tied to specific domains, that is, it is supposed to be visible on any website the widget code is added to.

  • Make sure access to the widget is not limited to specific IP addresses.

    Contact your Customer Success Manager to have them check this for you.

  • A customer journey with a control group of larger than 0 is configured. In such a case, users who are in the control group don't see a button or widget.

    Go to Analytics > Tracking - completion indication > Edit a journey to see journey settings.

Still having issues? Please select Open Ticket below this article to contact Customer Care.

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Featured

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.