Customers Articles

Invite customers to chat according to rules (Invitation Rule Sets)

Rules for automatically inviting customers to chat are set using Invitation Rule Sets.

To set up rule sets, you must be in a Permission Group with the following permission: Setup > Invitations > Invitation Rule Sets.

  1. Create or edit an invitation rule set, as follows:
    1. In the Web Admin Center, go to Customers > Invitation Rule Sets.
    2. On the Invitation Rule Sets page, select an existing item or click Create New.
    3. Under Name, enter a name that will help you identify the rule set.
    4. Enable the rule set.
    5. Optionally, select Show invitation even when agents are unavailable/offline to permanently display the invitation.
    6. Under Invitation Persistence, set when to stop showing the invitation.
  2. Add rules, as follows:
    1. Under Rules, click New Rule.
    2. Name the rule and define rule criteria.
    3. Save your changes.

      Result: The rule is added to the rule set.

  3. Continue to add rules.
  4. Arrange the rules in the order they should be analyzed by Digital DX.

    For each visit, rules are checked from top to bottom in the order displayed. The first matching rule is applied.

Your invitation rule set is ready to be associated an HTML snippet. Unless this association is made, your rule set is not applied.

What are best practices for creating invitation rules?

  • Review rules from top-down to ensure most granular rules are at the top
  • Ensure rules are enabled
  • Only select Show invitations even when agents are unavailable/offline when you leverage the bot for proactive rules
  • Stop inviting a customer after multiple missed opportunities (declines and ignores)
  • Do not offer an invite if they are already chatting (Criteria: Current chat status = no chat)
  • Invite visitors based on time on page/site
  • Under Criteria, enable Seconds since last chat or last chat invite to be 30 seconds or more
  • Under Actions, enable Do not auto-invite the customer if they have already had a chat during this visit

Set up your PIN entry page for remote control or co-browse

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.

Invite customers to chat after missing them (Chat Recovery)

When agents are unavailable, customers may nonetheless click on a chat button without making real-time contact. When an agent becomes available, Digital DX can inform them that a customer who wanted to chat is still on the site (this is called recovery). The agent can then choose to invite the customer to chat.

Here's how to activate chat recovery.
  1. Set the chat invitation to show for chat recovery:
    1. In the Web Admin Center, go to Customers > Invitation Settings.
    2. On the Invitation Settings page under Chat Invitation Shown for Chat Recovery, select the chat invitation you want customers to see.
  2. Enable chat recovery per agent.
Agents for whom the Enable chat recovery/recapture permission has been granted (step 2, above) can send invitations to customers. Agents see the following system message: There are customers on your site who tried to chat while you were away. Would you like to invite them to chat now? If an agent responds Yes, the customer is sent the chat invitation defined above.

Invite customers to chat after a short delay (Instant Chat Invite)

You can set Digital DX to automatically invite customers to chat after they are on your site for a set amount of time. This does not involve rule sets, so it is relatively quick and easy to configure.

  1. In the Web Admin Center, go to Customers > Invitation Settings.
  2. Under Invite customers after a delay, set the number of seconds to wait before automatically inviting the customer.
  3. Under Chat invitation shown after delay, choose the custom chat invitation to show to customers.
  4. Save your changes.

Set up conversion tracking

Use Digital DX to track conversion events so you can relate specific chats to actual sales or other milestones, such as new account created or page viewed, thus allowing you to track individual success as a basis for paying commissions.

Conversion tracking at-a-glance

Conversion tracking allows you to measure chat's impact in relation to a specific call to action. For example, to measure the impact chat has on sales or to measure registration or form completion.

  • Conversion tracking relies on Conversion Tracking HTML that has been associated with an identifier called a Conversion Code and inserted to a site that has been set up to pass values for fields known as Custom Conversion Information.
  • Conversion tracking leverages Digital DX's customer monitoring functionality to help associate visits with conversion events.
    • When a conversion event is triggered (for example, a customer makes a purchase) Digital DX looks back at the customer's history and identifies the agent who worked with them most recently. This is how credit for a conversion event is given to an agent.
    • Digital DX can also identify the site from which a customer was referred (for example, a partner site that links to your page). This is how credit for a conversion event is given to a referring site.

To implement conversion tracking, you must create a Conversion Code and associate it with Conversion Tracking HTML that you insert to a site that has been prepared to pass special values when a conversion event occurs. Step-by-step:

  1. Create a Conversion Code, as follows:
    1. In the Web Admin Center, go to Customers > Conversion Codes. The Conversion Codes window is displayed.
    2. Click Create New. The New Conversion Code window is displayed.
  2. Under Conversion Code Name, give the code an identifiable name.

    Example: For example Purchase, July 4th promo.

  3. Under Agent Assignment, you can control how Digital DX "looks for" the agents to credit for a conversion.

    When a conversion event is triggered (for example, a customer makes a purchase) Digital DX looks back at the customer's history and identifies the appropriate agent (for example, the agent who worked with the customer most recently).

    • Consider most recent chats
    • Consider oldest chats
    • Consider most recent chats within X days
    • Consider oldest chats within X days
    • Only consider chats having at least X customer messages
  4. Under Referrer Assignment, Digital DX can be set to leverage information about referring sites (sites from which customer arrive to your site: for example, a partner site that links to your page) so credit for a conversion event can be given.
    1. To only consider visits that contain referrer URL information, select Only consider visits that have a referrer URL.
  5. Save your changes.
  6. Now you must associate the conversion code with Conversion Tracking HTML, as follows:
    1. Go to the HTML tab.
    2. Associate the code with a Website.
    3. To ensure that required values are passed to Bold360, select Pass custom conversion information and Pass custom information about customer.
      Important: Make sure your site is able to populate the value of these fields! You may need to work with a web developer to use ASP, JSP, PHP, or similar.
  7. Save your changes and copy and paste the code to your site.

Customize customer information shown on the agent workspace

You can customize the information shown to agents in the customer information section of the Agent Workspace.

  1. In the Web Admin Center, click Customers > Customer Info Card.

    Result: The Customer Info Card page is displayed.

  2. Per channel, choose the fields to be shown to agents on the customer information card. For more information about the Customer Info Card, see Where to find customer information.
  3. Save your changes.

How to set an agent image for chat and invites

Set a photo or other image to be placed in invitations and chat messages.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Images and Greetings tab under Invite Image URL, enter the web URL of the image you want to show in invitations.
  3. Under Chat Image URL, enter the web URL of the image you want to show in the chat window.

    For secured sites, the URL must contain https.

  4. Save your changes.

When to send automatic invitations: Invite Rule Criteria

Use this table to match your business goals with rule criteria when creating rules in a rule set.

If you enable more than one criteria for a particular rule, then all criteria must match in order for the rule to trigger an invitation.

Fastpath: Customers > Invitation Rule Sets > Create New > Rules section > New Rule

Criteria

Table 1. Rule Criteria for rules in an Invitation Rule Set personalize invitation
Goal Criteria name Notes, Tips
Invite when the customer is using a specific browser Browser type
  Current chat status  
Invite based on the URL of the page being visited. Current URL For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase.
Invite only when an agent is available in a specific department. "How do I configure an invitation to route to a specific departments?" Department is Available Also applies to rollover departments.
Invite based on the URL of the first page the customer sees on your site Entry URL Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Invite only when the customer has already been invited using a specific chat invitation Last Chat Invite
Invite only after customers have viewed a certain number of pages on your site Minimum Page Views this visit
Invite based on the URL of the page a customer has just left (the page visited before the customer's current page). Previous URL For example, if you specify /products/shoes.html, then the URL of the previously visited page must contain that exact phrase.
Invite based on the URL of the page from which the customer entered your site Referrer URL Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Avoid sending an invitation too soon after the customer completed a chat or received a previous invitation Seconds since last chat or last chat invite The minimum amount of time (in seconds) that must elapse since the customer's last chat or chat invitation before a new chat invitation is shown.
Invite when the customer is in a specific country Customer's Country You can select multiple countries.
Invite all customers, first-time customers, or repeat customers? Who to Invite For inviting all customers, do not use this criteria.
Invite customers whose email addresses contain specific characters Customer Email
Invite according to information gathered about customers, which contains specific characters Customer Info
Invite customers whose names contain specific characters Customer Name
Invite customers whose phone numbers contain specific characters Customer Phone
Invite customers whose names contain specific characters Customer Ref
Invite according to regular expressions Current URL, Entry URL, Previous URL, Referrer URL, Customer Email, Customer Info, Customer Name, Customer Phone, Customer Ref For example, to match only page URLs that contain "/products/shoes.html AND a parameter with the value dress, the page URL you would use the simple regular expression "/products/shoes\.html.*dress".

This is enabled for all containment matching criteria, so all criteria involving containment must use a regular expression for proper matching.

Invite from all other pages except one, for example your home page multiple settings
  • Page URL matches regular expression must have the dollar sign appended to the page: yourhomepage.com/$
  • The Activate custom invite action must not be selected

Actions

Table 2. Actions to take when a rule is matched
Action Description Notes, tips
Activate custom invite Specify the chat invitation to display when criteria are matched. This answers the question "Which invitation is presented to the customer when the rule is triggered?"
Do not auto-invite the customer if they have already had a chat during this visit When selected, customers who have already had a chat session during their current visit are not invited a second time.
Minimum Seconds Since Last Invite Specify the time in seconds to wait between invitations.
Minimum Seconds on Page Before Invite Specify the amount of time in seconds that a customer must be on a particular page before triggering the active Custom Chat Invitation.
Personalize invitation by assigning an agent to it When selected, chat invitations display the name of a pre-assigned, random agent.
Minimum Seconds on Site Before Invite Specify the amount of time in seconds that a customer must be on your site before triggering the active Custom Chat Invitation. The longer a customer is on your site, the more interested they may be in your content, and hence the more receptive they may be to a chat invitation.

A (proactive) chat invitation defines the actual interface seen by customers upon invitation. Invitations can increase customer satisfaction, conversions, and revenue. You can customize invitations in a number of ways.

  1. Create or edit a chat invitation, as follows:
    1. In the Web Admin Center, go to Customers > Custom Invitations. The Custom Invitations page is displayed.
    2. On the Custom Invitations page, select an existing item or click Create New.

    Result: The Create/Edit Chat Invitation page is displayed.

  2. Name the invitation.

    This is for internal reference and is not seen by customers.

  3. Choose an Invite Type:
    • Simple Image displays a basic image to the customers that they click to initiate chat.
    • Chat Form displays a chat invitation that is structured like a chat window chat form.
    • Pre-Chat Form displays a chat invitation that is structured like a chat window pre-chat form.
    • JavaScript provides flexibility by allowing you to craft a JavaScript function that will be called when rule criteria are met.
  4. Set animation options:
    • Animation Duration sets the length of time (in seconds) that the chat invitation is displayed to the customer. For animated invitations, this controls how fast the invitation will move across the browser.
    • Animation Type > Left To Right starts the chat invitation at or near the left edge of the customer's browser and animates it across to the right edge of the browser.
    • Animation Type > Right to Left starts the chat invitation at or near the right edge of the customer's browser and animates it across to the left edge of the browser.
    • Animation Type > No Animation - Plain instantly displays the chat invitation in the customer's browser.
    • Animation Type > No Animation - Fade-In makes the chat invitation appear gradually (as opposed to making it appear instantly)
  5. Under Box Width and Box Height you can set the invitation's width and height in pixels.
  6. Under Position you can define the invitation's initial relative location on the customer's browser window.
    Option Description
    Browser Window With this option, the invitation starts in the defined position on the viewable browser window. As the customer scrolls up/down, the page content moves up/down, but the invitation stays in its defined position.
    • Vertical Alignment (or offset) is the relative position from the top edge of the viewable browser window. This number must be greater than 0.
    • Horizontal Alignment (or offset) is the relative position from the left edge of the viewable browser window. This number must be greater than 0.
    HTML Document With this option, the invitation starts in the defined position on the HTML page. As the customer scrolls up/down, the invitation moves up/down along with all other page content.
    • Top is the relative vertical position down from the top of the HTML page. This number must be >= 0
    • Center is the relative vertical position from the center of the HTML page. A negative value indicates a relative distance above the vertical center, while a positive value indicates a relative distance below the vertical center. The value 0 represents the center.
    • Bottom is the relative vertical position up from the bottom of the HTML page. This number must be greater than 0.
    • Left is the relative horizontal position in from the left edge of the HTML page. This number must be >= 0
    • Center is the relative horizontal position from the center of the HTML page. A negative value indicates a relative distance to the left of the horizontal center, while a positive value indicates a relative distance to the right of the horizontal center. The value 0 represents the center.
    • Right is the relative horizontal position from the right edge of the HTML page. This number must be greater than 0.
  7. Under Custom Window, choose the chat window to associate with the invitation.
  8. On the Parameters tab you can customize the invitation's design, text, and more.
  9. On the Advanced (HTML) tab you can directly edit the invitation's HTML to achieve a finer level of customization.
    Tip: Editing HTML can result in a broken invitation!
  10. On the Mobile tab you can set up a mobile-friendly version of the invitation.
    • To never use a mobile-friendly invitation and always show the desktop invitation to all customers regardless of device type, select Never.
    • To show a mobile-friendly invitation to customers who are detected as mobile users, select On Mobile Devices.
    • To show the mobile-friendly invitation to all customers regardless of device type, select For All Computers and Mobile Devices.
  11. Save your changes.
Remember: To put your invitation into use, you must associate it with rules or some other type of invitation (for example, after a delay or for chat recovery).

How should I best deploy proactive invites?

  • Proactive invitations should start out at high priority pages (for example, forms, trial pages, and at check-out stage)
  • Proactive invitation images and rules should be A/B split tested to identify highest rates of acceptance
  • Proactive invitation images should be customized for desktop and mobile (for example, footer ? banner for mobile)
  • Proactive invitations should either have no pre-chat form or ask for only 1-3 questions (without any required questions)
  • Customize invitations to tailor to the exact use case (for example, checkout page, product selection, sign-in trouble)
  • When using a chatbot, leverage widget-specific content (tailor to the use case)
  • Use different messaging and images to exhibit brand/personality
  • Leverage audio and animation
  • Aim for Acceptance Rate of 7% (industry average)
  • Implement invitations on certain pages or scenarios, where chat can influence conversions, and anywhere you want to drive chat ? for example on a checkout page
  • Implement "fast" invites with tailored and specific messages on pages where the goal is either to prevent abandonment in the sales funnel (checkout pages) or to help fill out a form.?
  • Do not use a pre-chat form when inviting customers to chat (under chat window settings). Implement "slow" generic invites on pages where customers spend considerable time (3-4 minutes)
  • Keep in mind that proactive invitations increase customer satisfaction, conversions, and revenue.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

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

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.