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Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them.

1. Choose the channel for which you want to create or edit a canned message:
   • Chat: Channels > Chat > Canned Messages
   • Email: Channels > Email > Canned Messages
   • Messaging: Channels > Messaging > Canned Messages
2. Create, edit, or copy a canned message on the Canned Messages page, as follows:
   • To create a new message, click Create New
   • To edit, click an existing message
   • To copy, click the Copy icon next to an existing message
3. Name and identify the message so agents can find it:

   Option	Description
   Name	This is never seen by customers; used to identify and reference the message.
   Subject	For messages that are auto answers, the subject is shown to customers as a label in search results.
   Keywords	Enter words and phrases that help identify this message as relevant to a conversation.
   Shortcut	To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)

4. Set the message's Language.

   This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

   Result:

   Tip: Subject, Keywords, and Body should use the same language.
5. Type and format the message.

   Channel	Options
   Chat	HTML* or plain text
   Email	HTML* or plain text
   Messaging	Plain text
   *HTML Variables	For HTML, you can insert variables in ${variable_name} format. For example, use the variable ${login.ChatName} to insert the agent's chat name into the canned message. Available variables: ${chat.ChatUrl} - The URL of the chat from where the customer started the chat session ${chat.ChatName} - The name of the customer as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the customer. ${chat.CountryCode} - The two-digit code of the country where the customer started the conversation ${chat.RegionCode} - The region or ZIP code of the country where the customer started the conversation ${chat.City} - The city where the customer started the conversation ${chat.VisitEmailAddress} - Email address of the customer as provided on the pre-chat form ${chat.VisitPhone} Phone number of the customer as provided on the pre-chat form ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

6. Save your changes.

   Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Customization tab under Languages, choose the languages in which you want the chat window to be made available.
3. Set a Primary Language.

   The primary language is shown to customers when no translation is available in their own language.

   Example: For example, if English is your default language, a customer from Poland sees the chat window in English unless you specifically select Polish as a provided language and add a Polish translation.

4. Customize the window and translations, as follows:
   1. Select an item under Main group > Key group > Key.
   2. Under Edit Content, choose the language you want to edit.
   3. Change the text or settings.
   4. Continue making other changes.
   5. Save your changes.
   Remember: Digital DX provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.
5. Save your changes.

Can I allow customers to choose a language on the pre-chat form?

Yes. Go to Channels > Chats > [New Chat Window] > Pre-chat form > Standard Fields > Language Selector.

How does Digital DX know which language to show to a customer?

Customer language is determined as follows:

• Selection made by the customer on the pre-chat form (stronger than all other parameters)
• Language parameter passed by the HTML snippet
• Customer's browser language setting
• Customer's IP

Digital DX looks for a customized (localized, translated) chat window for the chosen or detected language. If no customized window exists, the default language is shown.

Tip: The customer's language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the agent. A language property can also be set for departments, allowing automatic filtering.

Remember: To implement a chat window, you must associate it with a chat button.

Related Articles

• Allow customers to send themselves a transcript
• Pre-chat form: Prompt customers for information before chat
• Post-chat form: Prompt customers for information after chat
• Set up auto-translation
• Enable file transfer in the chat window
• How to set up timeout for unanswered chats
• Chat window setup

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

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

1. Go to Channels > Chat > Chat Windows.
2. Click on the name of your chat window to edit the chat window settings. Select from the following options:
   • General
   • Pre-chat form
   • Post-chat form
   • Message content
   • Agent wrap-up
   • Auto Answers
   • Customization

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

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

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

   

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

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

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

   What is the difference between static and floating chat buttons?

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

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

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

   Result:

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

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

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

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

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

Change the look and behavior of your chat button.

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

   Result: The settings are applied to the chat button.

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

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

To choose the actual interface seen by customers upon clicking a chat button, you must associate your chat button with a chat window.

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

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

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

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

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

   

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

      You may be prompted to save your changes.

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

   

The chat window is where you configure the customer?s chat experience. It controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button. Chat windows can be customized in a number of ways.

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

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

1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
2. Click My Chat Window.
3. On the General tab, do the following:
   1. Ensure Layered is selected for both Desktop and Mobile. We recommend using a layered window as opposed to a pop-up window to provide a modern, optimal user experience.
   2. For Messaging when agent not reached, select Condition-specific. This provides customers with more specific messaging (such as out of business hours or full queue) when agents are unavailable.
   3. If you want agents or customers to be able to send files, check Enable under File transfer. You can choose whether this is enabled from agent to customer, customer to agent, or both.

      

4. If wanted, you can enable a pre-chat form, which will prompt customer for information before they are connected with an agent. To do so, navigate to the Pre-chat form tab.
   1. Enable pre-chat form. You can select For customer-initiated chats only.
   2. Choose the fields you want to include under Standard fields. We recommend using Name, Email, and Initial Question. To start, we recommend not making them Required as they may deter customers from chatting.

      

5. On the Post-chat tab, do the following:
   1. You can choose to allow customers to send themselves a transcript. If so, enter the email address you want it to send from and choose whether it should be sent in Plain Text or HTML format.
   2. You can enable a Post-Chat form, which prompts a customer for feedback after their chat conversation ends. To do so, under Customer survey, choose option to Show when chat ends.
   • We recommend choosing If customer sends more than 2-3 messages
   • We recommend choosing Overall and Comments to start to keep it simple and encourage customers to fill out the survey. (Adding too many fields may deter customer from providing feedback). Using these two fields allows customers to provide a numeric score and open-ended feedback.
6. You can customize the user interface of the chat window on the Customization tab. You can find a full list of customizable attributes here. Below, you?ll find the most important configuration items to change and where to do so:
   1. Layered - Basic > Colors > Header Background Color
   2. Layered - Basic > Window > Window Title
   3. Layered - Basic > Colors > Content Background Color (R, G, B)
   4. Layered - Basic > Colors > Button Background Color

   

7. Save your changes.

You can enable file transfer in the chat window for both agents and customers.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the General tab, enable File transfer.
3. Select who can send files during a chat:
   • Agent to customer
   • Customer to agent
4. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button.

You can prompt customers for feedback after a chat has been closed.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Post-Chat Form tab, select Show when chat ends to activate the form.
3. To only show the survey when the chat involved a certain number of communications, select If customer sends more than X messages.
4. To add standard survey questions, select any of the following options:
   • Net Promoter Score
   • Responsiveness
   • Professionalism
   • Knowledge
   • Overall
   • Comments
   • Custom field
   Tip: To customize or localize the text associated with these options, go to Customization tab > Layered - Details / Pop-up - Details > Post Chat Survey group.
5. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button.

You can set up a pre-chat form that is displayed to customers after they click a chat button but before actually chatting with an agent. The pre-chat form is a component of the chat window associated with a chat button or chat invitation. The form can be customized. Customer input is added to the incoming chat.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Pre-chat form tab, click Enable pre-chat form to activate the form For customer-initiated chats only or For customer-initiated and invitation-based chats.
3. To allow customers to choose the chat window language, allow the Language Selector to be shown.
4. To prompt customers for basic information or for a response to an initial question, set any of the following as required or optional:
   • Name
   • Last Name
   • Email
   • Phone
   • Initial Question

   The maximum length of initial questions is about 8000 characters, but you should take into consideration that the shorter your question is, the more likely it is that end-users read it.

   Tip: To customize these fields, go to the Customization tab and under Appearance, select the relevant key from the Layered/Pop-up - Details > Pre-Chat Survey key group.
5. To allow customers to associate the chat with a department in your organization, select an option for Department.

   To provide the customer with choices, you must add Departments Customer Can Choose.

6. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button.

You can customize the Bold360 PIN invitation experience to match your company's branding and standards. An integrated PIN entry form behaves identical to pin.bold360.com, meaning your customers use it to contact an agent and enter the PIN that launches a remote access session.

Important: An agent can create a PIN based session even when they have reached their chat limits or have set their status to unavailable. PIN sessions go directly to remote control once the customer has granted permission and downloaded the applet.

Note: PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.

1. In the Web Admin Center, go to Customers > PIN Invitation.

   Result: The PIN Invitation page is displayed.

2. Select Enable PIN invitation.
3. The following options allow you to customize your implementation of this feature.

   Option	Description
   Website	Associate the PIN invitation with a website.
   Chat Window	Select the Chat Window you want customers to see upon connection.
   Timeout	Set the length of validity for the PIN code. Figure 1. PIN timeout, as seen by agent

4. Copy the generated HTML and send it to your web developer for implementation on your site.
5. Save your changes.

Related Articles

• Set up a chat invitation
• Invite customers to chat according to rules (Invitation Rule Sets)
• Invite customers to chat after a short delay (Instant Chat Invite)
• Invite customers to chat after missing them (Chat Recovery)
• Set up conversion tracking

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Post-chat form tab, select Allow customers to send themselves a transcript.
3. If you want the transcript to be sent from a specific email address, enter the address under Send from this address.
   Note: You cannot change the title of the email that Digital DX sends to customers.
4. Choose the email format:
   • Plain Text
   • HTML
5. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button.

Related Articles

• Provide a chat window in multiple languages
• Pre-chat form: Prompt customers for information before chat
• Post-chat form: Prompt customers for information after chat
• Set up auto-translation
• Enable file transfer in the chat window
• How to set up timeout for unanswered chats
• Chat window setup

Data obfuscation, also known as data masking, is a security feature that allows you to replace potentially sensitive data with generic characters to ensure that sensitive information is safe. You can set data (for example, credit card numbers, social security or personal ID numbers, telephone numbers) to be replaced by generic characters either in real-time or once the chat has ended.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Message content tab, select Conceal sensitive information and then choose the following options:

   Option	Description
   What to Conceal	Select All numeric strings to conceal all recognized number sequences, such as credit card, social security and phone numbers. Select Only credit card formats to mask user input that conforms to standard credit card number formats. When this feature is in use, a credit card number such as 12345-12345-12345 is stored as xxxxx-xxxxx-xxxxx. Numbers grouped as follows are considered credit card numbers: 3-4-4-2 4-4-3-2 4-4-4-4 4-6-4 4-6-5 Note: Currently, the following numbers are concealed as they are considered to be credit card numbers: 13 digits starting with 4,5, or 6 14 digits starting with 3,5, or 6 15 digits starting with 1,2,3,5,6, or 8 16 digits starting with 2,3,4,5,6,8, or 9 17 digits starting with 3,5,6, or 8 18 digits starting with 3,5,6, or 8 19 digits starting with 3,5,6, or 8
   When to Conceal	Select Only upon close to allow data to be seen during chat, but then hidden after close. Select Immediately, but not from customer and agent to allow only the assigned agent to see the information. Select Immediately, from everyone to hide the information from everyone.

3. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button definition.

Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.

1. In the Web Admin Center, choose the channel for which you want to create labels:
   • Channels > Chat > Wrap-up Fields
   • Channels > Email > Wrap-up Fields
   • Channels > Messaging > Wrap-up Fields
2. Along the left side of the page, choose the type of label to edit or create:
   • Categories
   • Custom Field 1
   • Custom Field 2
   • Statuses
3. Select an existing item or click Create New.
4. Name the label.
5. Save your changes.

You can use Chat Rules to evaluate incoming chats and route them to departments, move them to a folder, assign them attributes such as category or status, or assign them an urgency to determine which queued chats are assigned first.

How does it work?

Important: You must have Account settings > Setup Rules Engines permission to manage your chat rules.

1. Create or edit a Chat Rule as follows:
   1. In the Web Admin Center, click Channels > Chat > Routing Rules.
   2. On the Routing Rules for Chat page, select an existing rule or click Create New.

   Result: The Edit/New Routing Rule for Chat page is displayed.

2. Name the rule.

   Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

3. Set criteria.

   The rules engine compares the properties of incoming chats against the criteria and performs the rule's action when there is a match.

   • Initial Question Contains: Apply the rule to chats with a pre-chat form where the customer input for the Initial Question field contains the defined expressions.
   • Chat Window: Apply the rule to chats originating from the selected custom chat window definition.
   • Website: Apply the rule to chats that originate from a source associated with the selected Website definition.
   • Departments: Apply the rule to chats that originate from a source associated with the selected Department definition.
   • Language: Apply the rule to chats associated with the selected language, as detected from the customer's language settings or as set on the Custom Chat Window (pre-chat form).
   • Mobility. To apply the rule to chats originating from all devices, select both Desktop/Laptop Visitor and Mobile Visitor.
   • Auto Answers: Apply the rule to work items according to the following sub-criteria.
     • First Question Contains: Customer's first question contains the defined expressions
     • Last Question Contains: Customer's last question contains the defined expressions
     • Any Question Contains: Any of the customer's questions contains the defined expressions
     • Shown Canned Message: Message included in the customer's query results
     • Clicked Canned Message: Customer clicked the message
     • Last Clicked Canned Message: Customer clicked the message last
     • Rated Positive Canned Message: Customer rated the message up
     • Rated Negative Canned Message: Customer rated the message down

   Can you select multiple criteria? Yes. Multiple selections within a criterion are evaluated according to OR condition logic, while selections across criteria are evaluated according to AND condition logic. For example, when you select multiple languages, then the routing rule would run on matching any of those languages (OR condition logic). However, when you define a website, a chat window, and a language, then the routing rule would only run on matching all of those criteria (AND condition logic).

4. To route a chat when criteria are met, choose the following actions:
   • Folder: Send a chat to a specific chat folder.
   • Department: Make the chat available to members of a specific department.
   • Urgency: Route queued chats according to urgency:
     Note:

     • Incoming items with a higher urgency setting will be distributed before those with a lower setting.
     • When urgency is the same for multiple items in the queue, agents will receive the next item from the department for which they have the highest priority.
     • By default, department-level urgency prevails over chat rule urgency
     • No Change indicates the rule will not change the urgency of the item.
   • Difficulty: Affects the concurrent chat limit.
     Note:

     • Chats are assigned the default difficulty factor of 1 when difficulty-based routing is not set.
     • Department-level difficulty prevails over chat rule difficulty.
5. To assign attributes to a chat when additional criteria are met, choose the following actions:
   • Category
   • Status
   • Custom Field 1 or 2

   Result: These attributes are shown to agents as values in columns on the chat panel. Agents can use the information to make decisions about how to handle or organize chats.

6. Save the rule.
7. Continue to create rules.
8. Drag and drop rules to arrange them in the order they should be evaluated.
   Important: Rules are evaluated in the order they appear in the rules list.

You can adapt the appearance, layout, content, and behavior of chat windows to match your branding.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.

Note: You may need a certain level of HTML, CSS and JavaScript understanding to perform advanced customization.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the New Chat Window page, go to the Customization tab.

   Result: You are ready to set up your Layered Chat Window or Pop-up Chat Window.

Remember: To implement a chat window, you must associate it with a chat button.