HELP FILE

How to show notifications to customers?

Display an unread message count on minimized widgets

The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

Note: You can change the Minimized widget mode on the Position and Size tab of the widget settings.

To enable this feature for customers, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Select Display unread message count on minimized widget and save your change.

The number of agent messages will be displayed on the minimized widget.

This feature is disabled by default.

Display agent message notifications on the browser tab

A browser tab message notifies the end user about an incoming message. This is displayed when the customer receives a message from a live agent while navigating away from the browser tab where the chat widget is displayed. The browser tab title periodically changes to the notification message for a few seconds.

To enable this feature, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Type your message to the Browser tab notification text field. To add the name of the agent who's chatting with the customer type [AGENT]. For example, Message from [AGENT]...

  5. Save your changes.