HELP FILE

What's New in BoldChat

Web Workspace in v20.1.9 – June 27, 2020

New!

View operator availability and workload
In Monitor View, you can view operators' workload and availability per channel in real time. To see this information, go to the Live Agent Workload tab. For more information, see How to view Operators' workload and availability in the Web Workspace.
Force operators to log out from the Web Workspace
In Monitor View, you can now select operators whom you want to log out from the Web Workspace. See How to force Operators to log out from Bold360.
Display Last Assigned detail in Web Workspace
Operators 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
BoldChat 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.

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.
  • Operators in the Web Workspace with the Take Next Queued option enabled now receive notifications when there is a new work item in queue.
  • Operators now receive notifications when there is a new work item in queue

Web Workspace in v20.1.4 – April 25, 2020

Improved

The following fixes and improvements have been made in this release:

  • Reason for ending a chat is now displayed in the Ended reason field both on the Customer Information Card in the Web Workspace and in Monitor View when selecting a chat.
  • Fixed an issue, where the number of active work items in the Web Workspace was displayed incorrectly on the Active tab above the work items. This issue occurred when the operator navigated to the Search tab.
  • Fixed an issue in Monitor View, where the operator had to select a chat folder manually to display chats on the Assigned to Agent tab. This issue occurred when operator did not have access to the top-level Chats folder.
  • Fixed an issue where the operator’s email reply was undeliverable to the customer. This issue occurred when the customer used Microsoft Outlook as email client and the operator’s outbound email server was an Office 365 SMTP server.
  • Fixed an issue where customer email replies were not updated in the Web Workspace and there was no indication that a new message is available in an email thread.

Web Workspace and Operator Client in v19.5.9 – February 24, 2020

New!

Sign in to BoldChat
On March 16, 2020. the sign-in experience for BoldChat will change. From then on, you will be able to sign in to the Web Workspace and the BoldChat Operator Client with your email address and password. For more information, see Sign in to BoldChat.
View stats on operator performance
Operators can have a quick view on their performance in the bottom-left corner of the Web Workspace. Admins can add up to 10 performance indicators to the expanded operator stats view.

Improved

  • In Web Workspace, you can now search without adding a keyword as a search parameter.
  • Web 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 operator experience have been introduced when working in Web Workspace.

Web Workspace in v19.5.7 – January 25, 2020

New!

Changes to the sign-in process in BoldChat
Update your BoldChat Operator Client
By January 27, 2020, it is strongly suggested to upgrade your BoldChat Operator Client to version 15.2.6 or later. Users on an earlier version may not be able to sign in to BoldChat.
Email address and password policy
With the coming of the new sign-in process on March 16, 2020, BoldChat 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 BoldChat.

Operators and admins will have the following experience when they sign in:


Multiple BoldChat accounts
From March 16, 2020, if you also have access to multiple accounts, you will have to select that after signing in to BoldChat. Operators and admins will have the following experience when they sign in and select a BoldChat account to work with:
Whitelisting
By January 31, 2020 your IT team must whitelist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Whitelisting and BoldChat.
Operators can block abusive customers during chat
When operators chat with an abusive customer, they can block that person from chatting with your organization. Customers can be unblocked later.
BoldChat iOS Operator Application retired
The iOS Operator Application is no longer available. Installed apps stop working on February 3, 2020.

Improved

  • Operators 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 operators from filtering their own chats.
  • To prevent operators from accidentally closing a chat or email thread, they must confirm ending a chat when clicking End Chat. Operators can also choose not to see this confirmation message in the future.
  • The Web Workspace has been visually improved to have a more modern look and feel.

Operator Client in v15.2.6 – October 7, 2019

New!

Unified sign in experience
From now on, as part of our unified sign-in experience, you should enter a unique email address when setting up or editing an operator’s email address. For information on how the new sign-in experience effects you, see About the new sign-in process in BoldChat.
Sign-in and password policy changes

You have the following options to make the compulsory email and password policy-related changes on the Setup > Future Login Setup page in the BoldChat Operator Client:

Force email that I set up for my users
After an admin sets up unique email addresses for all BoldChat users, select this option to force using those pre-defined emails to sign in. BoldChat users will not have to verify their emails.
Password policy changes
Select this option to apply LogMeIn's common password policy on all BoldChat users starting February 1, 2020. This means forcing users to change their passwords every 90 days and not reusing their last five passwords.

This page is only available until March 15, 2020, by which time administrators must set up their users to use a unique email address. Subsequently, users will not be able to sign in to BoldChat with their username.

Improved

  • Operators can now select a department as well as a specific operator to start a chat discussion.
  • You can now view the complete history of a selected email on the preview panel in Monitor View.
  • The Customer Info Card now displays extensive session information in expanded view of the Web Workspace.
  • Operators are logged out after a period of time that the admin defined when they are inactive in the Web Workspace.

Web Workspace in v15.1 – June 30, 2019

New!

Start discussions from emails
Operators can now collaborate with another operator in the organization to resolve a specific customer issue while responding to a customer email. Email discussions work similar to discussions started from chat.

Improved

  • 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 operator 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 issues where clicking the browser’s Back button resulted in a blank layered chat window
  • Various security fixes

Web Workspace and Operator Client in v15.0 – June 3, 2019

Improved

  • Added improved notifications for new work items in the Web Workspace
  • A notification is displayed in the Web 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.
  • In the Operator Client, your search displays results for up to one year by default. You must select a start date to search within a longer period of time.
  • In some cases in the Operator Client, the toolbar did not become active after a chat was assigned to the Operator
  • In some cases in the Operator Client, email signatures were not displayed
  • Various other minor fixes and improvements

Web Workspace in v14.4 – March 25, 2019

New!

Start a discussion with another operator
You can collaborate with another operator in your organization to help you resolve a specific customer issue while chatting with the customer.
Join a chat to collaborate with another operator
During a discussion, you can join the original operator'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.
Operator workload is now displayed in the operator selector panels
When you transfer a chat to an operator or start a discussion, you can see the number of tasks that other operator's currently work on next to their name. This gives you a hint whether the other person can take additional workload.
Customizable Operator 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.

Improved

  • Start a discussion with another operator
  • Join a chat to collaborate with another operator
  • Customizable operator panels
  • Operator workload is now displayed in the operator selector panels
  • Web Workspace browser notifications have been improved to work in all views
  • Fixed an issue in the Web Workspace where opening an email in a new tab did not work
  • Fixed an issue in the Web Workspace where in some cases, operators were unable to assign emails

Web Workspace in v14.3 – January 19, 2019

Improved

  • Stabilization improvements have been implemented for Active Assist to make it more robust.
  • Fixed an issue where the SMS operator's name was incorrectly displayed as [Operator]
  • Fixed an issue with the Web Workspace countdown timer displaying inaccurate data in the India time zone
  • Fixed an issue where the "Operator 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 operator 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 that added empty lines to the Chat Window setup page in the Admin Center
  • Security improvements

Reports in v14.1.2 – September 1, 2018

Improved

Addressed an issue in the Button Availability report where records were not showing up in certain cases.

Web Workspace in v14.1 – August 4, 2018

Improved

  • While Operators monitor the chats of their organizations, they can now do the following:
    • Get live preview for the selected item
    • List closed chats for a selected date or date range
  • The number of simultaneously visible work items in the Web Workspace has been increased from three to six
  • Various performance improvements that make interaction between customers and operators smoother when chatting or sending emails.

Reports in v14.0 – April 6, 2018

Improved

Addressed an issue in the Button Availability report where records were not showing up in certain cases.

Operator Client, Web Workspace, and Reports in v12.2 – February 23, 2018

New!

iOS SDK supports Bitcode support in iOS SDK
BoldChat iOS SDK now supports Bitcode.

Improved

  • Operators can start PIN-based co-browse sessions with visitors.
  • Operators can start view-only ActiveAssist browser share sessions with visitors, where operators cannot interact directly with the visitor's screen, but they can see what the visitor is doing. For more information, see How to set up ActiveAssist browser share.
  • Operators can start the next queued chat by clicking Take next queued chat in the Web Workspace. This allows operators to start additional conversations even when their concurrent limit is reached.
  • Further updates to ensure that layered chat windows display properly on iPhone X.
    • The positioning of layered chat window elements, such as buttons and fields, has been improved for iPhone X users visiting your website via Safari
    • The overall chat experience on iPhone X devices improved
  • The description of the following reports have been updated at the BoldChat Reports site:
    • Email Thread Answer Performance Summary
    • Email Assignment Answer Performance Summary
    • Email Thread Close Time Performance Summary
    • Email Assignment Close Time Performance Summary
  • Various minor fixes in the the Operator Client, Web Workspace and reports.

Operator Client, Web Workspace, and Reports in v12.1 – December 1, 2017

New

New report available
Login > Peak Concurrent Login Summary - This report returns the peak number of active operators per day and is available only for BoldChat Enterprise

Web Workspace - Improvements and fixes

  • Fixed an issue in the Operator Client that caused incorrect data to be reported on the Dashboard for chats moved between folders
  • In Web Workspace, for active chat items, a timer now indicates how long a visitor has been waiting for a response
  • In Web Workspace, for chat items ended by the visitor, operators now see a timer and icon indicating that the item has been ended and is waiting for wrap-up
  • In Web Workspace, Operator name is now displayed in chat history
  • Improved color contrast on the web workspace interface
  • Updates to ensure that layered chat windows display properly on iPhone X
    • Layered chat window optimizations will automatically render for iPhone X users visiting your website via Safari - no website code change required
    • If you are using the iOS or HTML SDK chat windows, you will need to download and deploy the latest versions of the SDKs into the code for your updated apps/interfaces
  • Various minor reporting and Operator Client fixes

Operator Client and Web Workspace in v12.0 – December 1, 2017

Improved

  • Operators can now handle SMS in the Web Workspace.
  • Simple authentication can be enabled for API triggers
  • Custom ports can be used in addition to defaults (80, 443) for API trigger endpoints
  • Various stability, performance, and security improvements in the Operator Client

Reports in v11.2 – August 18, 2017

Improved

  • Fixed an issue that caused the ART column (Average Response Time) on the Operator Productivity report to return invalid data.

Operator Client and Web Workspace in v11.1 – July 14, 2017

Improved

  • Various minor feature enhancements in the Operator Client:
    • Under Setup > Login Control Settings the automatic logout threshold can be set to any value between 1-999 (Logout operator after being inactive for ... minutes)
    • The Average Simultaneous (Avg Simult) column in the Chat Operator Productivity Summary and the Acceptance Rate column in the Invite Summary now show two decimal places rather than one
    • When editing Integration API Triggers, administrators can now choose Operator auto-show with Gecko browser engine to display third-party integrations using the Gecko engine rather than Internet Explorer
  • Various stability and performance improvements
  • Various bug fixes

Operator Client in v11.0 – June 2, 2017

Operator Client version 11.0

Version 10.5

(released May 5, 2017)

This maintenance release includes various minor improvements and fixes.

Version 10.4

(released March 31, 2017)

Operator Client version 10.4

  • Various stability and performance improvements
  • Various bug fixes

Web Workspace

  • Web Workspace is now hosted at https://agent.bold360.com
  • Visual pop-up notifications for incoming chats and emails (to go along with audio notifications)
  • New logo

Version 10.3 & Web Workspace

(released February 3, 2017)

Operator Client version 10.3

  • Larger attachment limit for email. Operators can now attach files totaling up to 25 MB per email.
  • Various stability and performance improvements.
  • Various interface improvements.
  • Various bug fixes.

Web Workspace

  • New layout. We have moved the features and settings formerly available in the header to the left side of the Web Workspace. This is where operators can log out, set their status to available/away, change their language, mute sounds, and more.
  • Password management improvements. Operators can change or reset their password directly from the Web Workspace.
  • Single Sign-On for Web Workspace. Administrators in an Enterprise account can now set up SSO for the Web Workspace. For details, see How to set up SAML 2.0 Single Sign-On via an Identity Provider.

Reports

  • New Department filters. All Email reports and most Chat reports now offer up to four Department filters:
    • Department (Operator membership) - Show chats/emails assigned to an operator who belongs to this department
    • Department (First assignment) - Show chats/emails that were assigned to this department before any other
    • Department (Last assignment) - Show chats/emails that have this department as their most recent assignment
    • Department (Any assignment) - Show chats/emails that were assigned to this department at any time
    Note: The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
    • When ACD is off and a chat is assigned to a department but not to an operator.
    • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)
  • Grouping by multiple criteria. The following Chat and Email reports on report.boldchat.com can be grouped by multiple criteria. This helps generate the information you need without running multiple reports. For example, data can be grouped first by Date, then by Chat Type, then by Button.
    • Chat:
      • Chat Summary
      • ACD Summary
      • Missed Opportunities Summary
      • Salesforce Summary
      • ActiveAssist Chat Summary
      • Service-Level Analysis - Answered
      • Service-Level Analysis - Unanswered
      • Service-Level Analysis - Chat Duration
      • Service-Level Analysis - Average Time in Queue
      • Operator Reports - Activity
      • Auto Answers Chat Summary
    • Email:
      • Assignment Status Summary
      • Thread Status Summary
      • Assignment Activity Summary
      • Thread Activity Summary
      • Email Thread Answer Performance Summary
      • Email Thread Close Time Performance Summary
      • Email Assignment Answer Performance Summary
      • Email Assignment Close Time Performance Summary
      • Email Time To Respond Performance Summary
      • Productivity - Accepted
      • Productivity - Answered
      • Productivity - Assigned
      • Productivity - Closed (Answered)
      • Productivity - Closed (Unanswered)
      • Productivity - Received
      • Productivity - Sent
      • Productivity - Time To Respond
    • Login:
      • Chat Login Summary
      • Email Login Summary
      • Ticket Login Summary
      • SMS Login Summary
      • Twitter Login Summary
  • Various bug fixes.

API

  • The Provisioning API can be used to change an operator's department membership. For details, see editOperator under the "Operator Provisioning Methods" section here: BoldChat Provisioning API.
  • getEmailThreads and getClosedEmailThreads can be used to download email threads ordered by last modified date. For parameters, see the appropriate sections here: Bold360 and BoldChat Developer Center.
  • getOperators and getDepartments now also provide a real-time view of the total available capacity per channel via the Capacity, OperatorCapacity and QueueCapacity set of fields.

This release also introduces enhanced cross-site scripting scrubbing for chat messages.

Web Workspace, November 17, 2016

  • Email wrap-up. Wrap-up is now available for emails.
  • Ctrl + Alt + H: New keyboard shortcut.
    • Opens a list of all available keyboard shortcuts.

Version 10.2 & Web Workspace

(released October 28, 2016)

Operator Client

  • Data Residency Options. All new customers signing up for a BoldChat account can choose a data residency region where their Service Data will be stored, hosted, and replicated (that is, the information you submit, transmit, collect, post, store, or produce while using the BoldChat service).
    • Currently available regions are the USA and the EU.
    • Users in an account with a date residency region other than the USA can only log in to BoldChat Operator Client 10.2 version or later.
    • Accounts with a data residency region other than the USA cannot be accessed from the BoldChat iOS App.
    • For further important details, see Data Residency Options.
  • New features related to business hours:
    • Business hours can be set at the department level (Enterprise subscribers only).
    • Exceptions to normal business hours can be set for both the department and website level (Enterprise subscribers only).
    • For details, see How to set business hours.
  • ActiveAssist can be used on both secure pages and non-secure pages with customers who are using a recent version of any modern browser on a desktop or mobile (for example, Chrome, Firefox, IE11+, leading mobile browsers). For additional information, see How to set up ActiveAssist browser share.
  • When using Auto Answers, all answers offered to a customer are also included in the chat conversation, and therefore also in chat history.
  • Google Analytics integration for layered windows can now be used to track video chat events. For details, see How to integrate Google Analytics with BoldChat.

Reports

  • New report: Login > Multi-Service Productivity. Multi-Service Productivity Report
  • Enhanced email performance reports. This release brings significant changes to the following reports. For detailed descriptions, see Email Reports.
    • Email Thread Answer Performance Summary
      • Now filtered based on the date of the event being measured (email thread answered date) rather than the date of creation of the email thread
      • Unanswered items are no longer reported.
    • Email Thread Close Time Performance Summary
      • Now filtered based on the date of the event being measured (email thread closed date) rather than the date of creation of the email thread
      • Open items are no longer reported
    • Email Assignment Answer Performance Summary
      • Now filtered based on the date of the event being measured (the time when the email assignment was answered) rather than the date of creation of the email thread
      • Unanswered items are no longer reported
    • Email Assignment Close Time Performance Summary
      • Now filtered based on the date of the event being measured (the time the email assignment was closed) rather than the date of creation of the email assignment
      • Open items are no longer reported
    • Email Time To Respond Performance Summary
      • Now filtered based on the date of the event being measured (email response date) rather than the date of creation of the email thread

Web Workspace

  • Smart Response offers canned messages to operators based on the content of a chat conversation
    • To activate Smart Response, an operator presses Ctrl + Space
    • Multiple responses may be shown to the operator, each with a two-line preview
    • The operator can navigate through the list and choose a response to send
    • The operator can edit the chosen response before sending
    • Available for Premier and Enterprise subscribers
  • Content provided by the Auto Answers feature is now shown within the chat message
  • New keyboard shortcuts
    • Ctrl + Alt +M switches between extended (maximized) view of the active task and simple (minimized) view of multiple tasks
    • Ctrl + Alt +N opens and closes the Visitor Info section of the active task when viewing multiple items
  • Custom pre-chat information entered by the visitor in the pre-chat form is now displayed in the visitor information panel
  • Operators have the ability to select the “From” email address when sending an email (newly composed or reply)
  • Operators' HTML-based email signature is added to outgoing emails
  • The search panel for chat and email canned messages now also searches Keywords defined for canned messages
  • New avatars for chat visitors
  • Other minor usability enhancements

Web Workspace & Reports, September 30, 2016

Web Workspace

  • Operators can now view up to three items at a time (chats, emails)
    • Simply click any item along the left panel (My Active Conversations) and it is displayed on the right
    • Only three items are shown at a time
    • Careful! Keep chats and emails minimized to view multiple items - Once an item is maximized, only that one item is shown
  • New keyboard shortcuts for navigating between emails and chats in the task column (along the left side of the workspace)
    • Up: Ctrl + Alt + I
    • Down: Ctrl + Alt + K
  • New keyboard shortcuts for navigating between open items on the right side of the workspace
    • Left: Ctrl + Alt + J
    • Right: Ctrl + Alt + L
  • Operators can now send web pages (URLs) that open in the visitor's default browser
    • Links must be prefaced with http:// or https://
  • Enhanced text editor for email with bulleted/numbered list formatting options
  • Other minor improvements to the Web Workspace

Reports

  • Email Performance Reports now report individual email data rather than data per email thread
    • Data reported before and after this change may not be comparable

Web Workspace, August 26, 2016

  • Administrators can now customize the information shown to operators on the visitor information section of the Web Workspace. See How to use Web Workspace as an Administrator
  • Added Current URL to the visitor information section
  • For emails, there is now an icon that opens an email in a new window for easier viewing
  • Introduced keyboard shortcuts for navigating the task column along the left side of the Web Workspace:
    • Enter: Accept an item and begin working on it
    • Shift+Enter: Accept an item without working on it right away (Quick Accept)

Version 10.1

(released August 26, 2016)

This release includes new features as well as various improvements and fixes.

  • Optimized the mobile visitor experience when visiting a layered chat window from a mobile device
  • When searching chats from the desktop Operator Client, you can now filter by Category and Department
  • Difficulty is now taken into consideration as part of the assignment method for Automatic Chat Distribution (ACD). See How to automatically activate chats (Automatic Chat Distribution)
  • As of 08/26/2016, when generating email performance reports using the desktop operator client, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread
  • Various security improvements
  • Other minor improvements and fixes

Web Workspace, July 29, 2016

Localization

Web Workspace is now available in 10 new languages in addition to English. List of currently supported languages:

  • English
  • Dutch
  • French
  • French (Canada)
  • German
  • Hungarian
  • Spanish (International)
  • Italian
  • Japanese
  • Korean
  • Portuguese (Brazil)

Visitor Info

  • Added the following new data fields to the visitor information section:
    • Department
    • IP
    • Device
    • Chat Launch URL
    • Website and Country
  • Added the following items to Chat Task Widget:
    • Department
    • Folder Info

Search

  • Search is now available on the Chat/Email transfer panel.
  • Operators can search for chats and emails (including past items), based on keyword and predefined date ranges.

Email Productivity

  • In addition to responding to inbound emails, operators can now compose new emails and create new email work items.
  • Shortcuts (/ commands) have been added to emails to make it easier to transfer and invoke canned responses as well as close emails.

Usability Improvements

  • Added notifications to better orient users
  • Fixed initial chat greetings
  • Improved email task ordering
  • Improved Chat Wrap Up field visibility and ordering settings
  • Hyperlinks are now automatically embedded

Version 10.0

(released June 24, 2016)

This major release includes new features as well as various improvements and fixes.

New Features

Web Workspace

The Web Workspace is BoldChat's modern and intuitive interface for operators.

Chat Difficulty Balancing

Distribute incoming chats more evenly between operators by adjusting the difficulty factor of a typical chat.

Automatically Log Out Inactive Operators

You can set the desktop Operator Client to automatically log out operators after a specified period of inactivity. This helps ensure that your information is secure when the client is unattended.

Improvements

  • Added an option to ignore weighting from Auto Answers voting when displaying results
  • The last routing rule applied is shown for email threads for easier tracking
  • Added a new permission that controls operator access to the Column Chooser in the desktop Operator Client
  • Added a regional setting that determines the list separator used in CSV export files
  • Administrators can schedule and verify Chat Window customization upgrades
  • Expanded the Rule Engine export/import CSV format with a new column that reflects whether the exported item is a Criteria or an Action

Fixes

  • The desktop Operator Client version is displayed on Operator Login Reports
  • Fixed time filter option in Button Availability Reports
  • Visitor details are no longer saved erroneously between client sessions
  • Improved usability with certain dialogs
  • Various security improvements
  • Various reliability and usability improvements

Version 9.1

(released May 2016)

This maintenance release includes various improvements and fixes.

New Features

Update Policy for the desktop Operator Client

This release introduces the Update Policy feature for the Operator Client. By setting an Update Policy for the desktop Operator Client, you can control how the BoldChat desktop Operator Client checks for new versions and what options operators are given when a new version is found. For details, see How can Operators update the desktop Operator Client.

Language setting for canned messages

When creating canned messages, you can now add a Language value. This value acts as a filter to ensure that operators see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed to all operators as <Not specified>. For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus those messages with no language value.
Tip: Subject , Keywords , and the message body should all be written in the same language.
Note: If you are using the Auto Answers feature, the Language setting also determines which messages appear to visitors in Auto Answers.

Expanded Web Reports

Web Reports is now the most comprehensive source for BoldChat reporting (https://report.boldchat.com).

Notes:
  • Basic Summary and Basic Mobile reports have been combined in a single Basic Summary report on the Web
  • Keyword Summary is separated into two separate reports (chat and visit data) on the Web

Improvements

  • Introduced improvements that ensure the integrity of settings for the primary BoldChat user for an account: Login cannot be disabled in web setup; Permission Group cannot be changed
  • Implemented system stability improvements and video chat performance improvements
  • Authenticated Layered chat windows can now be used when cookies are disabled
  • Various security improvements
  • Various minor improvements

Fixes

  • Resolved an issue that prevented video chat assignment from the BoldChat desktop Operator Client
  • Resolved an issue that prevented Layered windows from resizing on devices running Windows 8.1 Touch Support with 8 touch points, 32 bit version, when the browser is Chrome or IE
  • Resolved an issue that presented Layered windows improperly on Samsung Galaxy Note 3, 4, and iPhone
  • Resolved an issue that caused negative numbers to appear on the dashboard and in alerts
  • Resolved an issue that caused Away operators to be reported as logged in
  • Resolved issues with the branding of Layered windows
  • Resolved minor issues with Automatic Chat Distribution
  • Various minor bug fixes