HELP FILE

What are the options for configuring a conversational widget?

Conversational settings per touchpoint

These settings apply to a chosen conversational touchpoint when Skin is set to Slim and Widget Mode is set to Conversational:

  • Touchpoints > Widgets > Floating widget > Personalize > Conversation tab
  • Touchpoints > Widgets > Conversation configuration > Facebook
Option Definition
Persistent menu value

Show a menu buttons linked to articles to the left of the chat box in Facebook Messenger. Enter the article ID and associated button name in the following format: articleid:buttonname,articleid:buttonname

Similar to the Facebook widget, a quickly accessible list of articles can be added to the conversational widget. You can access the quick options from the menu on the left side of the chat field. These options can be used either as a persistent FAQ or as channeling by linking a referred article and hence creating a persistent escalation button.

Articles can be added as a comma separated list of [ articleid ] : [Display title] pairs. [Display title] is a title to be presented in the list. If auto-translations are enabled, the content of these lists are also translated. Customers have the following experience when the Quick actions are enabled for a conversational widget:

Welcome article id (Facebook only)

Enter the ID of the article users see when they first use your chat service. Presented as Getting Started in the Facebook Messenger.

Require API Key (Floating widget only)

Use only when access to the conversation should be restricted to an API key. Required when your Bold360 ai setup includes conversation via mobile app.

Tip: If conversational features are not working, make sure this option is set to No.

Enable Channels

Toggle channeling on to enable channeling policies to be applied to this widget.

Enable Feedback

Prompt users for Yes/No feedback regarding their experience. For a Yes response, users are thanked for their feedback; no other data is stored. For a No response, users are prompted to enter verbatim feedback and the response is reported as negative feedback. Contact Bold360 ai support for assistance customizing the Yes/No options.

Instant feedback

Customers can provide instant feedback on each answer that they receive in a conversational widget. When enabled, thumbs-up and thumbs-down buttons are displayed at the bottom of the answer in conversational mode for the customer to give instant feedback on it.

Time before feedback

After each inquiry, the amount of time in seconds to wait before prompting users for feedback. Reset with each submission. This option is available when Enable Feedback is selected.

Feedback text

This is the message users see when prompted for feedback. The default text is "Was I helpful?" If the user clicks Yes, the bot replies "Thank you." If the customer clicks No, the bot replies "How can I improve?" The user can then type a response, to which the bot replies "Thank you." Contact Bold360 ai support for assistance customizing this text.

Ask an agent

Show users a link that allows them to contact an agent according to your channel setup. The link text is "Ask an agent." If a user clicks the link, the bot becomes unable to provide answers for 30 minutes. Contact Bold360 ai support for assistance customizing the link text.

For Facebook: When a user chooses to chat with an agent, any agent logged in to Facebook can pick up the chat. The user's request to chat remains active for 30 minutes. The bot cannot provide answers during this time.

Show support center link

Show users a link to your support center. The link text is "Open in browser." Contact Bold360 ai support for assistance customizing the link text.

If no support center is associated with the knowledge base, a link to the article is presented. Use this feature as a way to link to longer articles from Facebook Messenger.

Enable answers in parts....

For long articles, show part of the answer and a link to expand the article. The link text is "Read More +."

Context info

Define the context applied to this touchpoint. You must use the same context as set on the Admin Center > KB Setup > Context tab. This allows you to provide a unique answer per touchpoint.

Search precision

Set how widely the bot searches for answers. We suggest using the default value (Restrictive) since other options may result in too many (Normal) or too few (Very Restrictive) results.

Multiple results header The text users see above numbered options when the bot finds multiple articles.
Error Answers Add a statement or article the bot shows in response to questions it cannot answer. The first answer in the list is shown in response to the first question the bot cannot answer. The second is shown in response to the second question it cannot answer. Etc. This is defined per knowledge base, not per touchpoint.