HELP FILE

What are canned messages in Bold360 Agent?

In Bold360, canned messages are predefined strings of text that a Bold360 agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them.

You can create canned messages in the Bold360 Admin Center, as described in the Bold360 Help Center.

After setting up your canned messages, those will be immediately available for your Bold360 agents. In the Agent Workspace, they can search for messages on the Canned Messages panel and can click a message to insert it to the chat panel.

Note: Inserted messages are not immediately sent, only copied to the chat panel.

What's the difference between canned messages and the Smart Advisor?

Bold360 agents can use both Smart Advisor articles and canned messages in the Bold360 Agent Workspace. While canned messages are defined in the Bold360 Admin Center, the Smart Advisor panel displays articles taken from a selected Bold360 ai knowledge base. This knowledge base is selected when Bold360 and Bold360 ai are integrated. For more information, see the Bold360 Help Center.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article, which will then be available in the Smart Advisor panel. This is not possible with canned messages.