HELP FILE

What's New in the Bold360 Agent Platform

Stay up to date on the latest features and updates for Bold360.

Agent Workspace and Admin Center in v20.3.1 – October 27 - November 7, 2020

New!

View department-level workload
In Monitor View, you can view your departments' workload per channel in real time. To see this information, go to the Live Workload tab and select Department at the top of the page. See How to view department-level workload.
Assignment history of chats and messages
You can now view the assignment history of a selected chat or message in Agent Workspace. See How to find customer and assignment history.
View your Bold360 account configuration issues
You can now view issues with your account configuration and take the necessary steps to resolve them. See How to resolve account configuration errors.

Improved

  • In Agent Workspace, the folder selector in the Canned Message panel now lists folders alphabetically in a multi-level hierarchy. Canned messages in a single folder are also sorted alphabetically. To create canned messages, see Canned messages for agents.
  • The Bold360 Salesforce Connector (Bold360 Conversation Integration) can now display the ID of a record and create a Case record on the Contact tab of the Salesforce integration panel. To use these improvements, you must install the newest version of the installation package as described in How to install Bold360 Conversation Integration in Salesforce.
  • In Agent Workspace, the following outreach-related information has been introduced:
    • At the top of the chat panel, you can now see whether the chat was started as a proactive chat (initiated by manual invitation or auto-invite, or triggered by outreach activity)
    • On the Customer Info Card, you can now see which outreach activity started the chat, which action in the outreach activity was triggered, and the outreach activity's rules. See Outreach details.
  • Smart Advisor has been significantly improved and the new version is now available for Beta customers. Contact your Success Manager to try this feature.
    Note: This feature is only available with a Bold360 AI platform account.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.2.6 and 20.3.1. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Users can now sign in with their email address instead of their user names
  • Enhanced data sanitization
  • New Widget Preview in Article Editor
  • Letter Count in Article List and Article Editor
  • Enhanced Widget Preview in Article Editor
  • New sorting options for FAQs in widget configuration
  • Enhanced Support Center Configuration
  • Enhanced Search Optimizer 2.0

For information on the individual features, visit https://support.bold360.com/ai.

Agent Workspace and Admin Center in v20.2.4 – August 17 - 28, 2020

New!

Additional customer details on the Customer Info Card
The Customer Info Card has been updated with additional information related to visit history, Outreach campaigns and custom details. See Where to find customer information.
Delay automatic chat distribution
You can now delay automatic chat assignment so that your agents can manually take a chat from the queue before Automatic Chat Distribution (ACD) assigns the chat. To delay ACD assignment, go to the Channels > Chat > Automatic Distribution page in the Admin Center. Then select Initial assignment delay and enter delay in seconds. See How to automatically activate chats (Automatic Chat Distribution).
Changes to the Chat Summary by Operator report
When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.

Improved

  • A new user permission has been added for agents to see the post-chat survey details of fellow agents. This permission is enabled by default. When disabled, agents can see the post-chat surveys of their own chats only. You can find this permission under Actions > Chats > Can see others' post-chat survey in your permission group settings. See Set agent permissions: Create or edit a permission group.

  • You can now select the following additional languages to auto-translate messages with Geofluent between customer and agent in real-time:
    • Kazakh
    • Lithuanian
    • Serbian
    • Tagalog
    • Tamil

    For more information on using real-time translation, see Set up auto-translation.

  • When an agent accepts an SMS message in the Agent Workspace, the initial greeting is now displayed in the chat panel. To set up initial greetings, see How to set customer greetings.
  • Fixed an issue where outgoing emails with an invalid character could not be sent
  • Fixed an issue where chats were not closed automatically after the customer chatted with the bot
  • Agents now see an improved notification when they try to transfer a bot chat that the customer has already abandoned

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.2.1 and 20.2.5. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Customers can exit the waiting queue by filling in an unavailable chat form
  • Geofluent auto-translation supports additional languages
  • Use context-dependent article links
  • Business Insights: Name Change in Engagement Dashboard
  • Search Optimizer 2.0 enhancements
  • Sorting Option for Lists added in Support Centers
  • Upload images from your local drive for an Image Gallery

For information on the individual features, visit https://support.bold360.com/ai.

Agent Workspace in v20.1.9 – June 22 - 27, 2020

New!

View agent availability and workload
In Monitor View, you can view agents' workload and availability per channel in real time. To see this information, go to the Live Workload tab. For more information, see How to view agents' workload and availability.
Force agents to log out from the Agent Workspace
In Monitor View, you can now select agents whom you want to log out from the Agent Workspace. See How to force agents to log out from Bold360.
Display Last Assigned detail in Agent Workspace
Agents can now see who transferred a chat to their workspace. See How can I tell who transferred the chat to me.
Discontinue support for TLS 1.0 and 1.1 encryption
Bold360 supports TLS encryption version 1.2 only. Earlier versions are no longer supported.
Audit log for login and logout activity
The getAllAccessAuditLogs API method has been introduced to retrieve login and logout information on your account. For more information, see the Bold360 and BoldChat Developer Center.
See whether a chat was manually taken
An IsAnsweredOnAssignment return value has been added to the getChatAssignments API method to display whether a chat was manually taken. See Bold360 and BoldChat Developer Center.

Improved

  • In Operator Activity reports, ASA (Average Speed to Answer) has been renamed to AASA (Assignment Average Speed to Answer). AASA calculates the time from when the agent received an assignment to the time the assignment was answered. See Operator Reports.
  • Fixed issues where the bot interrupted a chat with a human agent
  • Agents with the Take Next Queued option enabled now receive notifications when there is a new work item in queue. In the Bold360 Admin Center, you can find this option on the Organization > Agents > Automatic Distribution tab.
  • Minor performance and visual improvements in the Agent Workspace

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 20.1.2 and 20.1.9. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Cancel channeling to a live agent in a Harmony widget
  • Radio buttons available in the pre-chat form
  • Improved behavior for closing conversational Harmony widgets
  • Save all changes in Support Center page templates
  • Copy the settings of a Support Center from one knowledge base to another
  • Override the "Read more" character count at article level
  • Configurable number of results offered by auto-complete
  • Bot can select the best article variation for Quick Actions
  • Phone number validation in pre-chat forms
  • Support for JSON array-based Entities in conversational articles
  • Gracefully minimize widget after live chat ends
  • Delayed presentation of conversational bot answers
  • Customizable widget header icon
  • Customizable “Minimize” icon
  • Date picker in conversations with Custom Entities
  • Managing multiple root voices in Search Optimizer 2.0
  • Filter offline articles when adding phrases in Search Optimizer 2.0
  • Display all voices of a voice group in Search Optimizer 2.0
  • Filter exported voices in Search Optimizer 2.0
  • A new article revision is created when a phrase is added from Search Optimizer
  • Updated custom CSS editor for touchpoints
  • Article ID renamed to Variation ID for Quick Options
  • Harmony skin enabled for all conversational touchpoints
  • Simplified setup for Bold360 Advise tokens
  • Article Editor available for suggested content
  • Updated API Keys page in the Bold360 Admin Console

For information on the individual features, visit https://support.bold360.com/ai.

Agent Workspace in v20.1.4 – April 20 - 25, 2020

New!

Routing on messaging channels
You can now route conversations to a department in messaging channels, both for the agent-only and the combined bot and agent setup. For information on routing, see How to route queued items to departments by Urgency.

Improved

  • Reason for ending a chat is now displayed in the Ended reason field both on the Customer Information Card in the Agent Workspace and in Monitor View when selecting a chat. For more information, see Where to find customer information.
  • Fixed an issue, where the number of active work items in the Agent Workspace was displayed incorrectly on the Active tab above the work items. This issue occurred when the agent navigated to the Search tab.
  • Fixed an issue in Monitor View, where the agent had to select a chat folder manually to display chats on the Assigned to Agent tab. This issue occurred when agent did not have access to the top-level Chats folder.
  • Fixed an issue where the agent’s email reply was undeliverable to the customer. This issue occurred when the customer used Microsoft Outlook as email client and the agent’s outbound email server was an Office 365 SMTP server.
  • Fixed an issue where the agent was automatically logged out after selecting a conversational answer presented by Smart Advisor. This issue occurred when the conversational article contained an iFrame in the response.
  • Fixed an issue where customer email replies were not updated in the Agent Workspace and there was no indication that a new message is available in an email thread.
  • Various fixes and improvements to reduce cases where the bot may interrupt a chat after it has been transferred to a live agent.

Agent Workspace and Admin Center in v19.5.9 – February 11 - 15, 2020

New!

Sign in to Bold360
On March 16, 2020. the sign-in experience for Bold360 will change. From then on, you will be able to sign in the Agent Workspace and Admin Center with your email address and password. For more information, see How to sign in to Bold360 (Agent Platform).
View stats on agent performance
Agents can have a quick view on their performance in the bottom-left corner of the Agent Workspace. Admins can add up to 10 performance indicators to the expanded agent stats view. For information on using the stats, see Where to find agent stats in the Agent Workspace. For information on setting up the agent stats view, see How to display agent performance indicators in the Agent Workspace.
Agent-initiated escalation on messaging channels for Beta customers
You can now assign conversations from the bot to an agent on messaging channels that are currently in Beta. These channels include WhatsApp, MS Teams, and WeChat. For more information, see How to transfer a message.

Monitor view lists conversations with the bot only if the Bold360 Agent and AI accounts are linked under Integrations > Bold360 ai. Conversations are listed on the bot tab for a certain period only; therefore, you can manually assign bot conversations to agents only for a limited time.

Improved

  • In the Agent Workspace, you can now search without adding a keyword as a search parameter. For more information, see How to search your work items.
  • To comply with Salesforce release procedures, Bold360 Salesforce connector now supports sandbox environments as well. For more information about the Salesforce connector, see Integrate Salesforce into Bold360.
  • The Agent Workspace has been visually improved to have a more modern look and feel. This includes an update of the icons for selecting your channel status:
  • Several performance improvements to the overall agent experience have been introduced when working in the Agent Workspace.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.110 and 4.112. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Generate Bold360 Advise widget tokens from the Bold360 Admin Console
  • New report on Bold360 Advise Token usage
  • Form Entity verification in web widget
  • Set channeling policies during active periods (business hours)
  • Bold360 Advise Chrome extension v1.0.7 is available

For information on the individual features, visit https://support.bold360.com/ai.

Agent Workspace and Admin Center in v19.5.7 – January 20 - 25, 2020

This release includes enhancements and fixes in the Agent Workspace and Admin Center.

New!

Changes to the sign-in process in Bold360
Email address and password policy
With the coming of the new sign-in process, Bold360 users may have to verify their email address and their password policy will also change. For more information on these changes, see About the new sign-in process in the Bold360 Agent platform.
Multiple Bold360 accounts and work environments
If you also have access to multiple work environments and accounts, you will have to select those after signing in to Bold360. Agents and admins will have the following experience when they sign in and select a Bold360 environment and account to work with on the My Accounts page:

For more information on the new sign-in process, see How to sign in to Bold360 (Agent Platform).

Allowlisting
By January 31, 2020 your IT team must also allowlist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Allowlisting and the Bold360 Agent platform.
Agents can block abusive customers during chat
When agents chat with an abusive customer, they can block that person from chatting with your organization. Administrators can later unblock these customers in the Bold360 Admin Center. See How to block customers during chat.
Agents can filter their own work items in Monitor View
In Monitor View, you can list your own chats, emails, and messages on the Assigned to Agent and Closed tabs by clicking My items above the list of work items. Admins can prevent agents from filtering their own chats as described in How to monitor the chats of your organization.
Conversion tracking added to the customer monitor HTML code

Two new optional parameters have been introduced to enable a more detailed conversion tracking. You can manually add these parameters to the conversion HTML code that you generate on the Customers > Conversion Codes > HTML tab of the Bold360 Admin Center:

  • The order parameter defines the order of the conversion funnel's events so that those are displayed correctly in custom reports. The following is a sample order of funnel events from top to bottom:
    • number of visits
    • number of chats started
    • number of times a customer added items to the cart
    • number of checkouts
    • number of payments
  • The purchased parameter specifies whether the conversion's amount - the value of payments in the example funnel above - should be added to the overall revenue or is just additional information

Contact your Customer Success Manager to set up conversion tracking for you. For more information on conversion tracking, see Collecting customer data with custom information and variables.

Improved

  • To prevent agents from accidentally closing a chat or email thread, they must confirm ending a chat when clicking End Chat. Agents can also choose not to see this confirmation message in the future. See How to accept a chat and Email with customers.
  • The Bold360 Agent Workspace has been visually improved to have a more modern look and feel.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.98 and 4.108. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • You can enforce Entity order in the Article Editor
  • Added a warning about conflicting intents in the Article Editor
  • A Carousel can have Entity dynamic values
  • Labels are displayed as grouped by KB in Reporting
  • Added notification of auto-translation failure
  • Auto escalation available for high value queries on Mobile SDK (android and iOS)
  • Call-to-action buttons added in editor can set Context or Entity’s value
  • Improvements in the Article Editor added
  • Use an article as fallback for a missing Entity
  • Support for Entity dependencies in Entity headers
  • View articles linking to the selected article
  • Linkable buttons in conversational widgets
  • Turkish language support for conversational widgets added
  • Updated lambda NodeJS provider to work with NodeJS 10
  • Article variation added to the “createArticle” API method
  • You can define GET or POST requests for data source entities
  • Rearranged Quick Option buttons in the Article Editor
  • Bold360 ai Mobile Harmony SDK improvements
  • Added Entities to articles is now available
  • Enabled synonyms in conversational flows
  • Added article drop-down "search by name" to the Article Editor
  • Improvements to usability of Entities added
  • Added Content Management Workflow
  • Bold360 Advise Chrome and Salesforce extensions v1.0.5 are available

For information on the individual features, visit https://support.bold360.com/ai.

Agent Workspace and Admin Center in v15.2.6 – October 2 - 5, 2019

This release includes enhancements and fixes in the Agent Workspace and Admin Center.

New!

Assign a discussion to a department
Agents can now select a department as well as a specific agent to start a chat discussion. When you select a department as discussion partner, Bold360 automatically assigns the discussion to an available agent in that department. For more information on starting a discussion, see How to discuss a customer's issue with another agent.
View audit logs about changes in the Admin Center
The audit log allows you to view who changed the settings of the Admin Center and when those changes were made. It also provides a comprehensive view of every single change in the Admin Center.
Note: Currently, not all Admin Center changes are logged. Changes not covered by the audit log will be added in later releases.For a comprehensive list, see View changes in the Admin Center.
Automatically log out idle agents
Agents are logged out after a period of time that the admin defined when they are inactive in the Agent Workspace. See Automatically log out, disable, or delete agents.
Additional details on the Customer Info Card
The Customer Info Card now displays extensive session information in expanded view of the Agent Workspace. To open the Customer Info Card in expanded view, open a work item and click Customer Info at the top-right corner of the Agent Workspace. For more information, see Where to find customer information.

Improved

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.92 and 4.96. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Search Optimizer 2.0 released
  • Custom entities introduced
  • You can import touchpoint configurations from another touchpoint
  • New advanced access control for voices
  • Welcome mode for customers on mobile devices has been introduced
  • Editable system entities at article level
  • Preview for conversational articles in the Article Editor
  • Support for Swedish and Brazilian Portuguese in conversational widgets
  • Visual feedback for user permission-related errors
  • You can select an article as Quick Action
  • List dependent Entities in the Article Editor
  • Inactive users are automatically logged out of the Console
  • New Support Center experience
  • List and check availability of departments in the iOS and Android Harmony SDK
  • Display previous chats in the widget with the iOS and Android Harmony SDK
  • Customer typing indication in the iOS Harmony SDK

For information on the individual features, visit https://support.bold360.com/ai

Agent Workspace and Admin Center in v15.2.3 – August 21 - 23, 2019

This release includes enhancements and fixes in the Agent Workspace and Admin Center.

New!

Email preview in Monitor View
You can now get a preview of an email in Monitor View, which displays the same content that you see by opening the email in your Workspace. To see a preview, go to Monitor View and select Email from the Channels drop-down list, then select an email. See How to monitor the emails of your organization.
Messages listed in Monitor View
You can now view customer messages that your agents receive over messaging channels. To do so, go to Monitor View and select Messaging from the Channels drop-down list. See How to monitor the messages of your organization.
Chat in full-screen Remote Control
Chat is available while Remote Controlling a customer's computer in full screen.
Flag chats
You can now flag a chat to mark it as important or to signal that the customer requires follow up. To flag a chat, click the flag icon at the bottom of the chat panel. You can also flag chats in Monitor View. See How to accept a chat.
Unique email address required
From now on, as part of our unified login experience, you should enter a unique email address when setting up or editing an agent’s email address. This requirement is a part of an ongoing effort to ensure security best practices and enables you to have the same email address for different Bold360 accounts.

Improved

  • Text size can be changed for conversations in the Chat panel of the Agent Workspace. See How to set text size for conversations.
  • It is now possible to allow agents to log in based on an IP range. See How to restrict customers and agents based on IP address.
  • Admins receive a notification to login to Facebook every 60 days to comply with Facebook's policy and avoid disabling the integration. See How to renew connection to your Facebook account. There is an option now added to the integration dashboard that renews the integration.
  • Fixed the navigation order of fields when using Tab or Shift+Tab to navigate in the Layered Chat window.
  • Fixed and issue where custom agent status did not adhere to the Maximum time allowed in this status setting when agent was using the Web Workspace.
  • A new API method is available to query department availability by defining a DepartmentID. See the Bold360 and BoldChat Developer Center.

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.84 and 4.90. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Turn data into automated conversations with the new Conversational Designer
  • Differentiate between positive and regular channeling for high-value chats
  • Set initialized Entities multiple times
  • Stemming for synonyms has been improved
  • Auto-complete is available and customizable in the Android Harmony SDK
  • Full support for Geofluent Auto-translation in Search widgets
  • Support for Japanese language in Conversational widgets
  • Unique Email address for Bold360 ai and BoldChat accounts
  • Use client-side Entities in conversational widgets

For information on the individual features, visit https://support.bold360.com/ai

Agent Workspace and Admin Center in v15.1 – June 26 - 29,2019

This release includes enhancements and fixes in the Agent Workspace and Admin Center, and introduces a new line of products.

New!

New product offerings in the Bold360 suite

Bold360 now offers a new line of products:

  • Bold360 Agent

  • Bold360 Service
  • Bold360 Advise

For an overview of the new Bold360 suite, see https://www.bold360.com/solutions/bold360-suite.

Start discussions from emails
Agents can now collaborate with another agent in the organization to resolve a specific customer issue while responding to a customer email. Email discussions work similar to discussions started from chat. For more information, see How to discuss a customer's email with another agent.
Additional messaging channels available in Beta: WhatsApp, WeChat and Microsoft Teams
A beta version is offered for select customers to manage new messaging channels in Bold360 with support for bot and agent interactions. Contact your Account Manager or Customer Relationship Manager to participate in the beta program.

Improved

  • Co-browse is now available for chats started in the AI chat widget
  • SSO authentication is available in the Bold360 Admin Center at http://admin.bold360.com.
  • Agent SSO setup page available in the Bold360 Admin Center
  • The selected date filter is now preserved on the Closed tab of Monitor View
  • The date selector in Monitor View considers the end-of-day for the end of the selected date range
  • Experiments are now processed in the order of newest to oldest
  • Fixed an issue where an incorrect system message was displayed when a chat was transferred to an agent who joined the chat
  • Fixed an issue where NPS was rounded incorrectly in the Survey NPS report
  • Fixed an issue where the IP address-based country location was incorrectly resolved
  • Fixed an issue where administrators would be logged out every 30 minutes from the Bold360 Admin Center
  • Fixed issues where clicking the browser’s Back button resulted in a blank layered chat window
  • Various security fixes

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.78 and 4.82. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • Auto-translated Search widgets supported by Geofluent
  • Reporting support for Google Translate backed auto-translations in the search widgets
  • File upload in the iOS and Android Harmony SDK
  • The Android Harmony SDK supports external live chat providers
  • Improvements to transferring the chat back to the bot
  • Demo application version 1.1 available for iOS devices
  • Support for overriding welcome message with the SDK
  • Support for the Back button on Android devices in Search SDK
  • Use context values in article titles

For information on the individual features, visit https://support.nanorep.com

Agent Workspace and Admin Center in v15.0 – May 28 - June 1, 2019

This major release includes enhancements and fixes in the Agent Workspace, Admin Center, and the desktop client.

New!

Remote control support for AI-enabled chat windows
Agents can now start remote control sessions with customers who initiated the chat from an AI-enabled chat window.
Language or website-based initial greeting for Agents

Agents can now use separate initial greeting messages based on the language of customers or the websites where customers initiate chat.

  1. In the Bold360 Admin Center, go to Organization > Agents and select an agent.
  2. On the Images and Greetings tab under Conditions, select Language or Website depending on how you want to condition the Agent’s greeting messages.
  3. Set the necessary conditions and save your changes.
For more information on setting up greeting messages, see How to set customer greetings.
New actions and criteria for Email Management Rules

In Bold360, you can now create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions. If you have Email Routing Rules, it is recommended to convert those to Email Management Rules. Once converted, these rules cannot be edited in the BoldChat desktop client. The following features have been added:

  • On the Criteria page, select Apply rule to each email in thread to specify whether the rule should be applied on every email in a thread or only on the first one
  • On the Actions page under Reply with Canned Message, you can define an email address that sends automatic replies when an email is received
Important: From now on, in the Bold360 Admin Center, you can only create Email Management Rules but, since they are not backward-compatible, they cannot be edited by an admin using the BoldChat’s desktop client. It is also recommended to convert your old Email Routing Rules to Email Management Rules.

For information on setting up Email Management Rules, see Manage incoming email according to routing rules (Email Rules Engine).

Data export and deletion
To provide enhanced GDPR support, you can now schedule customer data deletion and data export to XML. This allows administrators to manually select customers and remove their data from the Bold360 system. For more information, see Data Protection.

Improved

  • Added improved notifications for new work items in the Agent Workspace
  • A notification is displayed in the Agent Workspace when the maximum user limit in the account has been reached
  • Enabled audio notifications for Layered Chat Window definitions when the window is on the active browser tab. Previously, audio notifications were only available when the chat window was not on the active browser tab.
  • Fixed an issue in the Agent Workspace, where loading the agent selector window - when transferring an item or starting a discussion - took a long time
  • It was not possible to save Canned Messages in the Admin Center when the language was not specified
  • In some cases, the Canned Messages panel in the Agent Workspace contained no messages
  • In some cases, push links in Canned Messages did not work
  • Double-clicking a chat button no longer opens two chats
  • Previously, agents with No Use/Setup or No Setup permission defined for a subfolder of a setup item (such as Canned Messages or Categories) could not access the entire item. You can define agent permissions on the Organization > Permission Groups page in the Admin Center.
  • In some cases, the toolbar of the desktop client did not become active after a chat was assigned to the agent
  • In some cases, email signatures were not displayed in the desktop client
  • Various other minor fixes and improvements

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.72 and 4.76. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • In a conversational widget with Slim or Harmony skin applied, live agents can now transfer the chat back to the bot to perform a task, such as collecting data from the customer
  • It is now possible to define permission groups to make an article accessible to only a certain group of users in the Console
  • New look and feel for Conversational widgets by introducing the Harmony widget skin
  • Redesigned Search Optimizer in the Bold360 Admin Console
  • You can use Quick options for a conversational article in the Article Editor
  • View dependent entities in the Entities editor
  • Scaling images for proper display on different mobile device screen resolutions
  • A standalone ServiceNow app is now available from the ServiceNow Store to import knowledge base articles to Bold360 ai
  • Remote control support for the Conversational widget and the HTML chat widget SDK
  • Increased security for Slim and Harmony widgets
  • During a Bold360 chat, customers on iOS and Android devices can now select media files, including photos and videos, to upload and send to the live Agent
  • Avatar placement is now configurable in the Bold360 ai Mobile SDK for iOS
  • Customer typing notification displayed for Agents in the Bold360 ai Mobile SDK for Android
  • Create a navigation tree on iOS devices in search widgets
  • Harmony Android SDK supports welcome messages
  • Improved Console security

For information on the individual features, visit https://support.nanorep.com

Reports in v14.4.1 – April 13, 2019

This maintenance release includes fixes to Reports.

New!

Chat reports now exclude chats assigned to the bot when no custom operator filters are defined. By default, no custom operator filters are selected, therefore, the bot is excluded from chat reports.

Note: A chat is only assigned to the bot if the customer did not escalate the chat to a live agent.

The following reports are affected:

  • Chat Summary
  • Chat Conversion Summary
  • ACD Summary
  • Canned Message Summary
  • Salesforce Summary
  • ActiveAssist Chat Summary
  • All Service-Level Analysis reports
  • All Operator reports
  • All Auto Answers reports

Previously, these reports included the bot as an operator by default. From this release, chats assigned to the bot are excluded even if you do not apply any filtering on the reports. To include bot sessions, select the All - Including bot operator filter from the advanced report settings.

For more information on reports including the bot, see Chat reports involving a chatbot.

Agent Workspace and Admin Center in v14.4 – March 22, 2019

This maintenance release includes enhancements and fixes to the Agent Workspace, Admin Center, and the chat window.

New!

Transfer bot chats
Supervisors can now transfer chats from the bot to a live agent without the customer's request. These transfers are shown in reports as any other agent to agent transfer. For more information, see How to transfer a chat and How to monitor the chats of your organization.
Start a discussion with another agent
You can collaborate with another agent in your organization to help you resolve a specific customer issue while chatting with the customer. For more information, see How to discuss a customer's issue with another agent.
Join a chat to collaborate with another agent
During a discussion, you can join the original agent's chat to help resolve the customer's issue. To do so, click Join Chat at the bottom of the Discussion panel or from Monitor View. For more information, see How to join a chat during an internal discussion.
Customizable Agent panels
You can customize the default view on your workspace so that when you open a new chat or message, the same panels are displayed. See How to customize the default Agent view.
Agent workload is now displayed in the Agent selector panels
When you transfer a chat to an agent or start a discussion, you can see the number of tasks that other agent's currently work on next to their name. This gives you a hint whether the other person can take additional workload. See How to transfer a chat.
Define a separate knowledge base for the Smart Advisor
You can now define a separate knowledge base for your customers and agents. This way, you can define an additional knowledge base that agents can use when the bot does not find a suitable answer. Since the bot is continuously listening and suggesting answers, using a separate knowledge would allow you to differentiate between answers that the bot offered to customers vs agents. To define a separate knowledge base, in the Admin Center, go to Channels > Chat > Chat Windows and on the General tab, select a knowledge base for your agents.
Email enhancements
  • You can now define CC and BCC addresses as routing rule parameters
  • Close email thread added as a new action for Email (routing) rules

Improved

  • Agent Workspace browser notifications have been improved to work in all views
  • Fixed an issue in the Agent Workspace where opening an email in a new tab did not work
  • Fixed an issue where abandoned AI chats did not close automatically after two hours
  • Stabilization improvements have been implemented for Co-browse to make it more robust
  • Fixed an issue in the Agent Workspace where in some cases, agents were unable to assign emails
  • Reports now exclude bot sessions by default to make it easier to filter data for agents' and bots' engagements

Bold360 AI platform improvements

The following enhancements were made in the Bold360 Admin Console and chat widget between versions 4.60 and 4.68. These enhancements were made in the Bold360 AI platform, independently from the current Bold360 release.

  • New reports for auto-translations provided by GeoFluent
  • Quick options (article buttons) in the conversational widget
  • Special Nordic characters are replaced with ASCII ones in support center URLs
  • Customizable display date and time format in the Bold360ai Console
  • Support for French language in conversational widget
  • PGP encryption support for the Android engine
  • The new Conversational Editor is now available
  • Time of last modification added to the Articles page in the Console
  • Enforce secure communication of widgets on unsecure web pages
  • Display warning message for long customer questions
  • Conversational SDK enhancements for Android users
  • Use multi-page articles in conversational mode
  • Use JSON-based entities in conversational articles
  • Present multiple entities in the conversational widget
  • Agent typing indication in conversational widgets on iOS devices
  • Filter for multiple labels in the Knowledge Base
  • The Bold360 Admin Console Dashboard opens faster
  • Align chat messages to the bottom of the chat widget on iOS devices
  • File upload is available in the Bold360 ai Mobile SDK for Android
  • A demo chat widget app is now available from the App Store (iOS) and Google Play (Android)
  • Enable extended search precision in conversational widgets

For more information about these features, visit the Bold360 ai support site.

Agent Workspace and Admin Center in v14.3 – January 19, 2019

This maintenance release includes enhancements and fixes to the Agent Workspace and the chat window.

New!

Canned Messages panel for AI chats
The Canned Messages and the Smart Advisor panels are now simultaneously available in the Agent Workspace for chats that were transferred from the bot.

Improved

  • The combined Bold360 ai Mobile SDK has been introduced for developers. For more information, see the Bold360 and BoldChat Developer Center.
  • Stabilization improvements have been implemented for Co-browse to make it more robust.
  • Fixed an issue where the SMS agent's name was incorrectly displayed as [Operator]
  • Fixed an issue with the Agent Workspace countdown timer displaying inaccurate data in the India time zone
  • Fixed an issue where the "Agent has ended the chat" message was not displayed for customers
  • In some cases, it was not possible to dismiss the pop-up notification when the agent did not accept a chat
  • Fixed an issue where admins could not copy an API trigger
  • Fixed an issue where admins could not copy a Permission group
  • Fixed an issue where the status of the customer's AI chat window was out of sync after a longer idle time
  • In Internet Explorer 11, it was not possible to transfer the second AI chat to a live agent
  • Fixed an issue that added empty lines to the Chat Window setup page in the Admin Center
  • Security improvements

Agent Workspace and Admin Center in v14.2 – October 27, 2018

This maintenance release includes enhancements and fixes to the Agent Workspace and Admin Center.

New!

Initial customer question for queued chats in Monitor View
An Initial question column has been added to display the customer's first question on the Queued tab. Based on this information, supervisors can transfer the chat to the most suitable agent.
Monitoring email threads

You can now monitor your organization's email threads, similarly to chat sessions. To your queued, assigned, and closed email threads, do the following:

  1. Click the arrow in the-top left corner of the agent workspace above your list of sessions.
  2. Select Email from the Channels drop-down list.

    Emails are grouped on the Queue, Assigned to Agent and Closed tabs.

For more information, see How to monitor the emails of your organization.

Set up warnings for the organization's chats and emails
You can set up warnings that signal issues with chats and email messages. For more information, see How to monitor the chats of your organization and How to monitor the emails of your organization.
Warning displayed when the agent disconnects during chat
A warning is displayed at the top of the Agent Workspace when the agent is disconnected from the chat session. While disconnected, the agent can type messages to the customer and when the issue is resolved, all messages are sent instantly.
Note: The customer is not notified about the disconnection.
Performance improvements

Several performance improvements to the overall agent experience have been introduced when working with multiple items in the Agent Workspace.

Display proactive chat invitations

You can display proactive chat invitations, even when only the bot is available for chat in your organization.

  1. In the Admin Center, go to Customers > Invitation Rule Sets and select an invitation rule.

    If you do not have rules set up then go to Customers > Invitation Settings.

  2. Select Show invitation even when agents are unavailable/offline.
  3. Save your changes.

Agent Workspace and Admin Center in v14.1.2 – September 1, 2018

This maintenance release includes enhancements and fixes to the Agent Workspace and reports.

Improved

  • When a customer chats with a bot, the customer may select an option that the bot offers, such as a product or an article. When the chat is transferred to a live agent, the selected option is displayed in a more user friendly manner in the Agent Workspace.
  • Addressed an issue in the Button Availability report where records were not showing up in certain cases.

Agent Workspace and Admin Center in v14.1 – August 4, 2018

This maintenance release features improvements and fixes to the Agent Workspace and the Admin Center.

New!

Monitoring the chatbot
While Agents/Supervisors monitor the chatbot or chat sessions of their organizations, they can now do the following:
  • Get live preview for the selected item
  • View details of the session including previous history with that customer
  • List closed chats for a selected date or date range
  • View the content of all chat folders at once
See How to monitor the chats of your organization.

Improved

  • New audio alerts have been added to make audio feedback more prominent
  • The number of simultaneously visible work items (columns) in the Agent Workspace has been increased from three to six
  • Improved text editor for composing chat, messaging, and emails including enhancements to sending URLs
  • The Bold360 user interface now refers to visitors as customers
  • Various performance improvements that make interaction between customers and agents smoother when chatting or sending emails.
  • From AI-enabled chat windows, agents can now transfer files to customers. See How to accept a chat.
  • The number of canned messages in a folder are displayed on the Canned Messages page for chats, messages, and emails.

Agent Workspace and Admin Center in v14.0 – April 6, 2018

This major release introduces Bold360 ai, which offers conversational chatbots, seamless transition between chatbots and agents, agent facing intelligent automation via the Smart Advisor, and a full suite of other self-service capabilities and analytics. In addition, Bold360 customers can monitor active and queued chats in a brand new view added to the Agent Workspace. The release includes a number of other improvements and fixes to the Agent Workspace and Admin Center.

New!

AI-assisted help for agents
Agents can use the Smart Advisor panel to get AI-assisted help from the Bold360 ai chatbot. See Smart Advisor: Chatbot-assisted conversations.
Monitor chats of the organization
Agents can monitor the chats of their organizations. See How to monitor the chats of your organization.
Bold360 ai integration
The Bold360 ai integration provides AI-assisted help for customers and agents. For information on the integration, see Bold360 ai setup.