HELP FILE

New Features in Bold360 ai

Bold360 ai version 20.2.1 contains the following new enhancements:

Note: These enhancements are available on servers in India only.

Customers can exit the waiting queue by filling in an unavailable chat form

Important: You must have a Bold360 Agent account to use this feature.

While customers in a Harmony widget are waiting in queue to chat with a live agent, they can exit the queue. As of now, when the customer clicks the End chat or X button in the header of the widget, the following occurs:

  • If canceling the chat is enabled for the customer, an unavailable chat form is displayed. This chat counts as abandoned in reporting.
  • If canceling the chat is disabled, the widget closes. This counts as a finished chat in reporting.

To let your customers cancel chat escalations, in the Bold360 Admin Center, go to Channels > Chats > Automatic Distribution and select Enable exit from queue. For more information, see https://support.bold360.com/bold360/help/how-to-automatically-activate-chats-automatic-chat-distribution.

Bold360 AI Mobile SDK releases

The following Bold360 AI Mobile Harmony version has been released that are described in the Bold360 Developer Center:

See the new features that the previous release introduced:

Bold360 ai 20.1.9 release notes