HELP FILE

Websites

Set up websites to help track the origin of visits and manage business hours.

Note:

To understand the relationship between a website, a chat window, and a chat button, consider the following:

In Bold360, a website is a group of settings that helps you manage your Bold360 strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming chat items.

The website also contains the code of a "chat button", which does not only refer to a simple button on the user interface that a customer clicks, but also a complex group of settings associated with that button. These settings include button images, position, animation, associated departments, the countries where the button is displayed and so on.

When the customer clicks the chat button, a chat window opens, which again is not only a simple window on the user interface, but also a complex group of settings that control the layout and content of that window.

To interact with customers, first you have to set up a website and then a chat window. Subsequently, create a chat button and associate that button with the chat window and the website.

  • Create a website
    In Bold360, a website is a group of settings that helps you manage your Bold360 strategy across multiple sites or domains. Websites help you track the origin of visits and manage business hours. When used with the Chat Rule Engine, they help you manage incoming items.
  • Set website-level business hours
    Website business hours allow you to control the times, days, dates, and circumstances under which your chat buttons are shown to customers.
  • Set up an experiment (Experiment Engine)
    Use the Experiment Engine to test variations of buttons, windows, invitations, and invite rules or rule sets. In more technical terms, an experiment is a targeted modification of any currently deployed HTML snippet/Website definition.
  • Setting up your website for co-browse sessions
    With co-browse, agents can view the exact web page a customer is seeing and provide assistance by highlighting items or filling out forms on a customer's behalf.