HELP FILE

Provide a link to a custom integration

Add a "DIY" custom API trigger integration to provide custom links that agents can access during chat sessions.

Note: This feature is only available for Bold360 Plus and Bold360 ai subscribers.

Links are shown at the top of the agent workspace during chat sessions.


  1. At admin.bold360.com, go to Integrations > API Triggers and click Create New. The New Integration API Trigger page is displayed.
  2. Name the integration.
  3. Under API Settings, enter the following:
    Option Description
    URL The Submission URL of the REST API POST data. The URL must be a fully qualified domain name (FQDN) with a proper SSL certificate configuration. IP addresses will not work.
    API Key Required for authenticating REST API calls to the Bold360 servers. The API Key setting determines which API Key will be used when there is a callback return URL parameter selected in the Parameters section. The API Key will be included as a parameter of these callback URLs so it will not be necessary to add them yourself. Generate the key under Integrations > API Settings.
    Important: When you create the key, don't forget to save a copy of the API Key outside of the Admin Center. For security reasons, the secret key will be obfuscated once the new setting is created, with only the first four characters remaining visible.

    Tip: You can disable API settings at any time. When an API setting is disabled (unchecked) then all API calls to the Bold360 servers will be refused.
  4. To enforce authentication for your integrations, you can choose Connection > Use HTTP Basic authentication (BA). With each call, Basic authentication sends an Authorization header containing the Base64-encoded username and password to the API trigger endpoint.
  5. Under Trigger Settings, choose the following:
    Option Description
    Item Type Choose Chats.
    URL Type Choose Agent Button.
    View The View setting becomes available when the Type is Agent Button. View determines how target pages are opened when the trigger is fired.
    • Popup - Open the target in a new pop-up window.
    • Embedded - Open the target within a panel on the Bold360 interface.
    Tip: After setup, if your integration does not load properly in the workspace (for example, only a white panel is shown), the integrated service may not be displayed in an iframe. To resolve this problem, set View to Popup.

  6. On the Parameters tab you can define which parameters are passed when the API trigger call is made to your server. To add a parameter, click New.
    Option Description
    Type Chats
    • Standard: Predefined parameters supported by the chat service. Select a field from the list and change the name of the parameter to be passed.
    • Custom Field in Pre-Chat or Post-Chat: Custom fields, as defined in the Pre-Chat and Post-Chat form configurations. Type the name of the CustomField and change the name of the parameter.
    • Custom Field in Operator Wrap-Up: Custom fields, as defined in the Wrap-Up configuration. Simply type the name of the CustomField and change the name of the parameter.
    • Chat Transcript: Submits a JSON object containing all chat messages.
    • Chat Message: Parameter for the trigger Chat message is added. Returns the chat message field for the message that was added.
    • Operator: Submits a JSON object containing the details about the agent to whom the chat is assigned.
    • Department: Submits a JSON object containing the department details to which the chat belongs.
    Field The internal name of the parameter as used by the service.
    Important: You must select the fields you want included in cases when the configured trigger submits a JSON object. Fields are passed with the name selected in an object with the parameter name. This applies to Chat Transcript, Operator and Department parameters. For example, the following object is returned if Text, Name and Created Fields are selected for the Chat Transcript parameter:
    {  "ChatTranscript":    [      {"Name":"Customer","Text":"Hello there","Created":"2014-10-29T20:35:54.273Z"},      {"Name":"Agent","Text":"How may I help you?","Created":"2014-10-29T20:36:12.275Z"},      {"Name":"Customer","Text":"I think I figured it out. Goodbye.","Created":"2014-10-29T20:36:20.142Z"}    ]}
    Parameter The parameter name that will be used in the URL when a call is made to your server.
  7. On the Filters tab you can define additional criteria before the trigger fires and make the call to your server. Several filter types are supported. For a trigger to fire, all criteria across filter types must be met. Within a filter type (such as Department), only one of the selected items needs to match.
  8. Save your changes.