HELP FILE

Integrate a chatbot into Bold360

To use the chatbot, you must first integrate Bold360 and Bold360 ai.

Note: This feature is only available for Bold360 ai subscribers.
  1. Enable the Bold360 ai integration in the Bold360 Admin Center as follows:
    1. At admin.bold360.com, go to Integrations > Bold360 ai.
    2. Enter your Bold360 ai account name, host URL, and API key that you can copy from your Bold360 ai Console. To find this API key, log in to your organization's Bold360 ai account and go to the Settings > Users & Security > API keys tab.
    3. Click Integrate.
  2. Set up an AI-enabled chat window so that both your customers and agents receive help from the chatbot:
    1. At admin.bold360.com, go to Channels > Chat > Chat Windows and create or edit a chat window.
    2. On the General tab, select Bold360 ai chat window for chat window type.
    3. Select the Bold360 ai chat window configuration from the Configuration drop-down list that you want to use. You can only customize an AI chat window in the Bold360 ai Console.
    4. Save your changes.
    Remember: To implement a chat window, you must associate it with a chat button.
  3. Set up your AI-enabled chat window's escalation path, which is called channeling policy in the Bold360 ai Console:
    1. Create a Bold360 API access key.
      • In the Bold360 Admin Center, go to Integrations > API Access Keys and click Create New.
      • Name your API key and select a Website and a Chat window that you want to associate with chats.
      • Select the Department where you want to direct your chats.
      • Click Save and copy your API access key.

      Note: After closing this dialog you will not be able to view this key.
    2. In the Bold360 ai Console, go to Channeling > Policy and click Add channel. Channel setup requires the Bold360 API access key that you have previously created.

    The integration is now available for your agents. After integration, the Smart Advisor panel automatically replaces the Canned Messages panel when a chat is transferred from the chatbot. For more information, see Smart Advisor: Chatbot-assisted conversations.

    Agent's view when Bold360 ai is activated

After integrating Bold360 ai, you may also do the following:

  • Set up the knowledge base that contains help articles. The chatbot presents the same knowledge base articles in the AI-enabled chat window to customers and on the Smart Advisor panel to agents. You can define multiple knowledge bases to serve different audiences, but every knowledge base must be associated with a separate chat window definition in the Bold360 Admin Center.
  • Customize the AI-enabled chat window. In the Bold360 ai Console, go to Guided Journeys > Touchpoints > Floating widget and click Personalize.

For information on working with the Bold360 ai Console, see the Bold360 ai support page.