HELP FILE

How do I add a new user?

Create new users and assign user roles.

  1. In the Bold360 ai Console, go to Admin Center > Users.
  2. Click Add new User.
  3. Fill in the user's details and select a user role.
    • Account Manager: Can control any aspect of your Bold360 ai account (i.e Access the analytics, answer tickets, manage the Knowledge Base). This is the only user role for which you cannot change the advanced credentials.
    • Account Watcher: Read-Only privileges. Can only review the Knowledge Base and the analytics. Cannot answer tickets.
    • Agent: Can only answer tickets. Cannot review the analytics.
    • Knowledge-Base Manager: Can edit the Knowledge Base and manage users. Can manage your reps activity and review the analytics.
      Note: For more information about each of these roles, read How to choose a role for a user?
  4. Click Add/Update to create the new user.

Defining Advanced User Credentials

You can define additional credentials to your users to tailor their Bold360 ai Console experience to their needs.

  1. In the Bold360 ai Console, go to Admin Center > Users.
  2. Click the name of the user you want to modify.
  3. You have the following options
    Name Options
    Users
    • Modify - Allow the user to add or edit the credentials of other users.
    • View - Allow the user to view the credentials of other users, but cannot modify those.
    • None - The user does not have access to the Users menu.
    Analytics
    • Modify - Can run, export, and save reports.
    • View - Can run and export reports, but cannot create new saved reports.
    • None - The user does not have access to the Analytics menu. *The analytics section also include the touchpoints and the voices sections.
    Inbox
    • Modify - The user can access the ticketing system and answer tickets.
    • View - The user can only view tickets, but cannot answer those.
    • None - The user does not have access to the Ticketing menu.
    Chat
    • Modify - Can modify the options on the Chat pages of the Bold360 ai Console.
    • View - Can only view the chat settings, but cannot modify those.
    • None - The user does not have access to the Chat pages of the Bold360 ai Console.
    Knowledge-Base
    • Modify - Can create, modify, and delete articles in the Knowledge menu of the Bold360 ai Console.
    • View - Can view articles, but cannot create, modify, or delete content in the Knowledge menu.
    • None - The user does not have access to the Knowledge menu.
    Publishing Center
    • Modify - Can create, modify, and delete content on theKnowledge > Suggested Content page.
    • View - Can view the content in the publishing center in the Knowledge menu, but cannot create, modify, or delete any content.
    • None - The user does not have access to the publishing center in the Knowledge menu.
    Settings
    • Modify - Can modify the options on the Admin Center pages of the Bold360 ai Console such as context, account health, or ticketing rules.
    • View - Can only view the account settings, but cannot modify those.
    • None - The user does not have access to the Admin Center pages of the Bold360 ai Console.

How to define an approval process

To set up an environment where certain users can only author articles, but cannot publish those, do the following:
  1. Assign the Account Watcher role to the person who writes articles.
  2. Assign the Account Manager role to the reviewer, who approves and publishes articles.
  3. On the Admin Center > KB Setup > Notifications page, do the following:
    1. Enable Activate Email Notifications
    2. Enable Send notifications to assignee
    3. Select the reviewer in the Email recipient for assignee changes field.
Whenever an article is assigned to a reviewer, Bold360 automatically sends an email to the relevant user (Account Manager).