HELP FILE

What is the Bold360 ai Chat?

A significant element of the Bold360 ai interface is the Bold360 ai Chat, which enables customers to chat online with Bold360 ai Chat Agents (customer support representatives).

The feature is mobile-responsive, the look and feel is completely configurable, and it can be enabled according to when you have Bold360 ai Chat Agents available.

Enabling the Chat

The Chat Agent console is located in the Bold360 ai back office, and it is through this console that the Chat Agent communicates with customers. You must enable chat in your account to enable agents to log into the agent console.

  1. Go to Touchpoints > Widgets.
  2. Click Personalize under the widget type for which you want to enable chat.
  3. You are now asked to specify for which Knowledge Base, URL or domain you are making this change. The Settings page for your Widget is displayed.
  4. Select the Chat tab.
  5. To enable the Chat feature, select Bold360 ai in the Select Chat Provider field.

    Note: To disable the Chat feature, such as when you do not have agents available, select No chat provider.

    The change is shown in the preview of how your widget will look, in the right-hand section of the page.
  6. Click Save changes, and then click OK.
The change is made instantaneously in the widget on your website.

When the Chat feature is enabled, Agents must ensure that desktop notifications are switched on, so that the agent receives a popup message when a new chat is available or a new message is received and the agent is concurrently busy in another window (or if the chat window is minimized). If the agent is currently viewing the chat window, notifications will not appear. Notifications are supported on the latest versions of Chrome and Firefox.

You can also set notifications in the Settings section of the Chat console, as well as specifying Chat message sound options.

Customers can access the Chat feature by clicking the Chat button that is displayed within the widget as soon as an interaction has begun.

  1. From within your Bold360 ai admin account, navigate to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select the Knowledge Base, URL, or domain that you want to change.
  4. On the Chat tab, you have the following options for your Chat window:
    • Show Pre-chat survey: prior to starting the chat session, a survey is displayed asking the customer for their name and email address
    • Show Post-chat survey: following the chat session, a follow-up survey is displayed.
    • Show Email button when chat is available
  1. From within your Bold360 ai admin account, navigate to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select the Knowledge Base, URL, or domain that you want to change.
  4. On the Texts & Colors tab, you have the following options:
    • Chat Button color
    • Chat Answer font
    • Chat Agent name color
    • Chat initial status
    • Answer text color/font
    • Title color/font
  5. When changing a color, click the color box to show a selection dialog, where you can select a different color through hue or according to RGB settings. When changing a font, click the Customize link to display the various font options.