Add a Chat Frame Javascript Include to the Chat Window Definition deployed to your site. This code intercepts chat events and passes them to the chat window via the postMessage method.

1. Go to Channels > Chat > Chat Windows > Customization tab.
2. Under Appearance, select Layered - Details > Includes > Chat Frame Javascript Include.
3. Add the following method to the Content field at the bottom:
   Note: This is the method how Layered Chat internal events are already communicated between the Chat Frame (hosted on livechat[-eu].boldchat.com) and the Chat Window (the container, hosted on the same website that the visitor is browsing). Using this method we are basically extending the existing Chat communications methods by adding a new key (gacomm) for these custom messages.

   try {
     function sendtxt(txt) {
       var message = JSON.stringify({
         gacomm: txt
       });
       parent.parent.postMessage(message, "*");
     }
     sendtxt(bcConfig.chatOptions.page);
     window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
     if (bcConfig.chatOptions.page == "chat") {
       var _tEvents = {
           "new-message": "bc_newHistoryMessageCallback"
         },
         _tFunction = function(i, type, fName) {
           if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
             sendtxt("answered");
           }
         }
     }
     for (var i in _tEvents) {
       window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
     }
   } catch (err) {
     window.console && console.error(err);
   }

4. Save your changes.

Add a Chat Window Javascript Include to the Chat Window Definition deployed to your site.

Note: It is recommended to encapsulate the code snippets in this section in a try/catch phrase to detect potential issues later on.

1. Go to Channels > Chat > Chat Windows > Customization tab.
2. Under Appearance, select Layered - Details > Includes > Chat Window Javascript Include.
3. Open a try/catch and import inline the LS CACHE minified script.
   Note: The Chat Window Javascript Include code depends on the LS CACHE library to manage the expiration time of Local Storage entities. We strongly recommend that you include the following minified code on your website, instead of referencing the library:

   try {
   
   /**
   * lscache library
   * Copyright (c) 2011, Pamela Fox
   *
   * Licensed under the Apache License, Version 2.0 (the "License");
   * you may not use this file except in compliance with the License.
   * You may obtain a copy of the License at
   *
   * http://www.apache.org/licenses/LICENSE-2.0
   *
   * Unless required by applicable law or agreed to in writing, software
   * distributed under the License is distributed on an "AS IS" BASIS,
   * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
   * See the License for the specific language governing permissions and
   * limitations under the License.
   **/
   
   !function(a,b){"function"==typeof define&&define.amd?define([],b):"undefined"!=typeof module&&module.exports?module.exports=b():a.lscache=b()}(this,function(){function a(){var a="__lscachetest__",c=a;if(void 0!==m)return m;try{g(a,c),h(a),m=!0}catch(d){m=b(d)?!0:!1}return m}function b(a){return a&&"QUOTA_EXCEEDED_ERR"===a.name||"NS_ERROR_DOM_QUOTA_REACHED"===a.name||"QuotaExceededError"===a.name?!0:!1}function c(){return void 0===n&&(n=null!=window.JSON),n}function d(a){return a+p}function e(){return Math.floor((new Date).getTime()/r)}function f(a){return localStorage.getItem(o+t+a)}function g(a,b){localStorage.removeItem(o+t+a),localStorage.setItem(o+t+a,b)}function h(a){localStorage.removeItem(o+t+a)}function i(a){for(var b=new RegExp("^"+o+t+"(.*)"),c=localStorage.length-1;c>=0;--c){var e=localStorage.key(c);e=e&&e.match(b),e=e&&e[1],e&&e.indexOf(p)<0&&a(e,d(e))}}function j(a){var b=d(a);h(a),h(b)}function k(a){var b=d(a),c=f(b);if(c){var g=parseInt(c,q);if(e()>=g)return h(a),h(b),!0}}function l(a,b){u&&"console"in window&&"function"==typeof window.console.warn&&(window.console.warn("lscache - "+a),b&&window.console.warn("lscache - The error was: "+b.message))}var m,n,o="lscache-",p="-cacheexpiration",q=10,r=6e4,s=Math.floor(864e13/r),t="",u=!1,v={set:function(k,m,n){if(a()){if("string"!=typeof m){if(!c())return;try{m=JSON.stringify(m)}catch(o){return}}try{g(k,m)}catch(o){if(!b(o))return void l("Could not add item with key '"+k+"'",o);var p,r=[];i(function(a,b){var c=f(b);c=c?parseInt(c,q):s,r.push({key:a,size:(f(a)||"").length,expiration:c})}),r.sort(function(a,b){return b.expiration-a.expiration});for(var t=(m||"").length;r.length&&t>0;)p=r.pop(),l("Cache is full, removing item with key '"+k+"'"),j(p.key),t-=p.size;try{g(k,m)}catch(o){return void l("Could not add item with key '"+k+"', perhaps it's too big?",o)}}n?g(d(k),(e()+n).toString(q)):h(d(k))}},get:function(b){if(!a())return null;if(k(b))return null;var d=f(b);if(!d||!c())return d;try{return JSON.parse(d)}catch(e){return d}},remove:function(b){a()&&j(b)},supported:function(){return a()},flush:function(){a()&&i(function(a){j(a)})},flushExpired:function(){a()&&i(function(a){k(a)})},setBucket:function(a){t=a},resetBucket:function(){t=""},enableWarnings:function(a){u=a}};return v});

4. Define the events to be reported in Google Analytics.

   var ga_events = {
     	"prechat": 'PreChat Form Displayed',
     	"chat": "Chat Opened",
     	"answered": "Chat Answered",
     	"postchat": "Survey Displayed",
     	"email": "Email Form (Unavailable)",
     	"no-operators": "Unavailable Chat",
     	"chat-sent": "Survey Completed or Transcript",
     	"message-sent": "Unavailable Email Sent",
     	"final": "Chat Ended without Survey or Transcript"
   	}

5. Validate messages for security reasons.

   The following code achieves the following:

   • Ensures messages come from the livechat[-eu].boldchat.com server
   • Parses messages
   • Checks localStorage for existing events to be de-duplicated and discarded, if necessary
   • Sends relevant events to Google Analytics

   Note how individual events are stored in the browser localStorage with a CID, a unique identifier for Chat windows that survives page re-loads, browser closing/reopening as well as navigation on different tabs under the same domain.

   The code also ensures that the user is able to start multiple simultaneous chats on different domains while events are accounted for separately and accurately.

   function listener(event) {
     if (event.origin !== "https://" + bcConfig.host) return;
     var pmessage = JSON.parse(event.data);
     if (pmessage.hasOwnProperty('gacomm')) {
       window.console && console.log("Received: " + event.data);
       var received = pmessage.gacomm + "---" + bcConfig.cid;
       var found = false;
       lscache.flushExpired();
       CIDs = lscache.get('CIDs');
       if (CIDs !== null) {
         var arrayLength = CIDs.length;
         for (var i = 0; i < arrayLength; i++) {
           if (CIDs[i] == received) {
             found = true;
             break;
           };
         };
       } else {
         CIDs = [];
       }
       if (!found) {
         CIDs.push(received);
         lscache.set('CIDs', CIDs, 60);
         window.console && console.log("Sending new event to GA: " + received);
         try {
           ga('send', 'event', {
             eventCategory: 'Live Chat',
             eventAction: ga_events[pmessage.gacomm],
             eventLabel: 'Chat Window'
           });
         } catch (err) {
           window.console && console.error("Google Analytics UA code not found on page");
         }
       }
     }
   }
   if (window.addEventListener) {
     addEventListener("message", listener, false)
   } else {
     attachEvent("onmessage", listener)
   }

6. Close the try/catch:

   } catch (err) {
     window.console && console.error(err);
   }

Track video chat events by updating your Chat Frame and Chat Window Javascript Includes.

Note: The video chat feature works over the HTTPS exclusively. If your site does not support secure connections, Bold360 opens the chat in a popup window and switches to HTTPS. In this case, you must include the Google Analytics snippet at the top of the Chat Window Javascript Include code to be able to send tracking data to Google Analytics.

Tracking messages contain specific video chat events that are assigned to individual Event Categories. This data is appended to _tEvents objects.

1. Use the following Chat Frame Javascript Include code on your site:

   /* Chat Frame Javascript Include */
   
   try {
     var VIDEOCHAT_CATEGORY = 'Video Chat';
   
     var trackEventByVideoSessionStatus = {
       3: { event: "videochat-started", initiatedBy: "By Visitor"},
       4: { event: "videochat-started", initiatedBy: "By Operator"},
       7: { event: "videochat-ended", initiatedBy: "By Operator"},
       8: { event: "videochat-ended",  initiatedBy: "By Visitor"}
     };
   
     function sendtxt(txt, category, parameter) {
       var message = JSON.stringify({
         gacomm: txt,
         eventCategory: category || 'Live Chat',
         eventParameter: parameter || 'Chat Window'
       });
   
       parent.parent.postMessage(message, "*");
     }
   
     sendtxt(bcConfig.chatOptions.page);
     window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
     if (bcConfig.chatOptions.page == "chat") {
       var _tEvents = {
           "new-message": "bc_newHistoryMessageCallback",
           "video-support": "bc_chatWindowLoadedEventCallback",
           "video-statechange": "bc_videochatStatusChangedCallback"
         },
         _tFunction = function(i, type, fName, value) {
           if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
             sendtxt("answered");
           }
   
           if ((i == "video-support")) {
               if (bcConfig.videoSupport) {
                   sendtxt("videochat-available", VIDEOCHAT_CATEGORY);
               }
               else {
                   sendtxt("videochat-unavailable", VIDEOCHAT_CATEGORY);
               }
           }
   
           if ((i == "video-statechange")) {
               var trackEvent = trackEventByVideoSessionStatus[value];
               if (trackEvent) {
                 sendtxt(trackEvent.event, VIDEOCHAT_CATEGORY, trackEvent.initiatedBy);
               }
   
               if (bcConfig.videoSupport.isAudioOnly && trackEvent && trackEvent.event === "videochat-started") {
                 sendtxt("videochat-audio-only", VIDEOCHAT_CATEGORY);
               }
             }
         }
     }
     for (var i in _tEvents) {
       window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
     }
   } catch (err) {
     window.console && console.error(err);
   }

   Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.
2. In Google Analytics, ga_events objects must contain the new event definitions in the Chat Window Javascript Include.

   var ga_events = {
     "prechat": 'PreChat Form Displayed',
     "chat": "Chat Opened",
     "answered": "Chat Answered",
     "postchat": "Survey Displayed",
     "email": "Email Form (Unavailable)",
     "no-operators": "Unavailable Chat",
     "chat-sent": "Survey Completed or Transcript",
     "message-sent": "Unavailable Email Sent",
     "final": "Chat Ended without Survey or Transcript",
     "videochat-available": "Video Chat Available",
     "videochat-unavailable": "Video Chat Unavailable",
     "videochat-started": "Video Chat Started",
     "videochat-ended": "Video Chat Ended",
     "videochat-audio-only": "Chat is Audio Only"
   }

   Update the ga message to send new tracking parameters.

   function listener(event) {
     if (event.origin !== "https://livechat.boldchat.com") return;
     var pmessage = JSON.parse(event.data);
     if (pmessage.hasOwnProperty('gacomm') 
         && pmessage.hasOwnProperty('eventCategory') 
         && pmessage.hasOwnProperty('eventParameter')) {
       window.console && console.log("Received: " + event.data);
       var received = pmessage.gacomm + "-" + bcConfig.cid;
       var found = false;
       lscache.flushExpired();
       CIDs = lscache.get('CIDs');
       if (CIDs !== null) {
         var arrayLength = CIDs.length;
         for (var i = 0; i < arrayLength; i++) {
           if (CIDs[i] == received) {
             found = true;
             break;
           };
         };
       } else {
         CIDs = [];
       }
       if (!found) {
         CIDs.push(received);
         lscache.set('CIDs', CIDs, 60);
         window.console && console.log("Sending new event to GA: " + received);
         try {
           ga('send', 'event', {
             eventCategory: pmessage.eventCategory,
             eventAction: ga_events[pmessage.gacomm],
             eventLabel: pmessage.eventParameter
           });
         } catch (err) {
           window.console && console.error("Google Analytics UA code not found on page");
         }
       }
     }
   }
   if (window.addEventListener) {
     addEventListener("message", listener, false)
   } else {
     attachEvent("onmessage", listener)
   }
   } catch (err) {
     window.console && console.error(err);
   }

   Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.

1. The customer asks an initial question.
   
2. The customer browses and rates the available answers.
   
3. The customer initiates live chat if the issue persists
   

Note: You can run reports on Auto Answers at https://reports.boldchat.com/.

Auto Answers utilizes canned messages to present the most relevant answers to customers based on various factors, such as frequency of use, popularity, customer rating and key terms.

1. Add Canned Messages in the Web Admin Center
   • Here's how: Canned messages for agents.
2. Manage Canned Messages via API

   This method is the preferred way to import large amounts of data, such as an entire knowledge base or FAQ to be used with Auto Answers.

   1. Use Canned Folders CRUD Methods to organize and set up Chat Message folders.
   2. Prepare your content.
      • HTML markup and simple CSS formatting are supported.
      • Images must reside on a location accessible to Bold360 and should be referenced using fully resolved URLs.
      • Individual messages are limited to 65,535 bytes (HTML source). We recommend that you split complex and/or lengthy content into smaller chunks to improve user experience.
   3. Import the corpus using Chat Canned Folders CRUD Methods.

1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
2. Select the chat window you want to use with Auto Answers.

   Result: The Edit Chat Window page is displayed.

3. Along the left side of Edit Chat Window page, select the Auto Answers tab.
4. On the Auto Answers tab, select Enable Auto Answers.
5. Set Status options:

   Option	Description
   When agents are unavailable: Show Auto Answers	When no agents are available, customers are shown Auto Answers.
   When agents are available: Show Auto Answers before chat	When agents are available, customers are always shown Auto Answers before reaching an agent.
   When agents are available: Show only if chat queue reaches % of limit	While the queue size stays below the defined threshold, Auto Answers is not available and customers can initiate live chat in the usual manner. The maximum queue size must be greater than zero.
   When agents are available: Bypass Auto Answers when the initial question yields no results	Customers reach an agent if no Auto Answers match their initial question.

6. Set Customer options:

   Option	Description
   Optional ? Can bypass Auto Answers and chat anytime	Customers are free to use Auto Answers or engage in live chat with an agent anytime.
   Mandatory ? Must use Auto Answers before chat is allowed	Customers must ask questions or click responses a certain number of times before they can initiate live chat with an agent (Chat only after required clicks or questions).
   Adaptive ? When queue limit % reached, must use Auto Answers	Customers are free to use Auto Answers or engage in live chat with an agent while the customer queue size stays below the defined threshold. When the threshold is exceeded, customers must ask questions or click responses a certain number of times before they can initiate live chat with an agent (Chat only after required clicks or questions).

7. Under Display options, configure how answers are displayed to customers:
   • How answers are displayed: Determines whether customers are shown the Subject only or the Subject and two lines of body (the first two lines of an answer).
   • Number of answers to show: The length of the response list length; maximum number of query results displayed.
   • Allow customers to view answers after agent response for X seconds: Once the agent responds, the amount of time a customer can browse answers before being redirected to live chat.
8. Under Canned messages for auto answers, select the message folders to be used with your chat window.
9. Under Answer Rating and Relevance, influence what articles are shown to customers:

   Option	Description
   Irrelevant answer filter	Leave out results with no Keyword matches, no positive votes, and/or that have received negative votes after the same question.
   Boost by keyword match	Promote answers with terms in their Keyword field that match the customer's question. That is, a match on a Keyword carries more significance than a match on words in the body of the answer.
   Boost by positive ratings	Promote answers that are rated positively by customers.
   Demote by negative ratings	Demote answers that are rated negatively by customers.
   Demote by lack of reading	Demote answers that are regularly ignored by customers.

10. Select the message folders to be used with your chat window under Canned Message Folders for Auto Answers.
11. Save your changes.

Tip: Use the Data Extraction API to gain insight into how your customers use Auto Answers via the getAutoAnswers method.