Bold360 Help Center

What's New in Bold360

Read our release notes about the latest features and improvements.

May 2019

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

Major enhancements

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 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 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.

Other improvements

  • 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 improvements

The following enhancements were made in the Bold360 ai Console and chat widget between versions 4.72 and 4.76. These enhancements were made in Bold360 ai, 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 ai 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

April 13, 2019

This maintenance release includes fixes to Reports.

Reports

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.

March 22, 2019

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

Agent Workspace improvements

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 Transfer a chat and 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 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 Join a chat during 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 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 Transfer a chat.
Various other improvements
  • 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

Admin Center improvements

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

Reports

Reports now exclude bot sessions by default to make it easier to filter data for agents' and bots' engagements

Bold360 ai improvements

The following enhancements were made in the Bold360 ai Console and chat widget between versions 4.60 and 4.68:

  • 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 ai 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.

January 19, 2019

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

Agent Workspace improvements

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.
Various other improvements
  • The combined Bold360 ai Mobile SDK has been introduced for developers. For more information, see the Bold360 and BoldChat Develpoer 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

Bodl360 ai improvements

October 27, 2018

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

Agent Workspace improvements

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 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 Monitor the chats of your organization and 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.

Admin Center improvement

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.

September 1, 2018

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

Agent Workspace

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.

Reports

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

August 4, 2018

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

Agent Workspace – New features and improvements

  • 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 Monitor the chats of your organization.
  • New audio alerts have been added to make audio feedback more prominent
  • The number of simultaneously visible work items (swimlanes) 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.

Chat window improvements

  • From AI-enabled chat windows, agents can now transfer files to customers. See Activate a chat.

Admin Center – New features and improvements

  • The number of canned messages in a folder are displayed on the Canned Messages page for chats, messages, and emails.

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.

Agent Workspace – New features and improvements

Admin Center – New features and improvements

The Bold360 ai integration provides AI-assisted help for customers and agents. For information on the integration, see Bold360 ai setup.

February 23, 2018

This maintenance release features a number of improvements and fixes to the Agent Workspace, the Admin Center, and reports.

Agent Workspace – Improvements and fixes

  • Agents can start PIN-based co-browse sessions with customers. For more information, see Start a PIN-based co-browse session.
  • Agents can start view-only co-browse sessions with customers, where agents cannot interact directly with the customer's screen, but they can see what the customer is doing. For more information, see Setting up your website for co-browse sessions.
  • Post-conversation wrap-up fields are available for SMS and Facebook messages.
  • Agents can start the next queued chat by clicking Take next queued chat in the Agent Workspace. This allows agents to start additional conversations even when their concurrent limit is reached.

Admin Center – Improvements and fixes

  • You can change the default permission group for new Bold360 users. All users created subsequently will be members of that permission group. For more information, see Set agent permissions: Assign an agent to a permission group.
  • The Website and Chat Window fields are now marked as required on the Customers > Pin Invitations page.
  • The Admin Center was unresponsive for a few seconds after you saved the details of a Facebook Messenger account.
  • Various minor fixes.

iPhone X Compatibility

  • 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

Reports

  • 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.

December 1, 2017

This maintenance release features a number of improvements and fixes to the Agent Workspace, the Admin Center, and reports.

Agent Workspace – Improvements and fixes

  • For active chat items, a timer now indicates how long a customer has been waiting for a response
  • For chat items ended by the customer, agents now see a timer and icon indicating that the item has been ended and is waiting for wrap-up
  • Agent name is now displayed in chat history
  • Improved color contrast on the Agent Workspace interface

Admin Center – Improvements and fixes

  • To make it easier to assign agents to a permission group, we moved the agent's Permission Group setting to the bottom of the Agent Information tab (instead of the Login and Security tab)
  • We introduced a number of new designs for custom invitations at Customers > Custom Invitations > Parameters > Image Source > Predefined options)
  • During advanced SMS account setup, an admin can now choose a local number for customers in Italy (for a full list of countries, see Set up an SMS account (text messages))
  • On setup pages, the Save button is now anchored to the top of the screen
  • Various minor fixes

iPhone X Compatibility

  • 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

Reports

  • New report: Login > Peak Concurrent Login Summary – This report returns the peak number of active agents per day and is available with Bold360 Plus
  • Minor reporting fixes, including a fix that ensures consistent data for Transferred Chats across impacted reports

September 29, 2017

This major release introduces full account configuration and management in the Bold360 Admin Center.

Admin Center – New features and improvements

Bold360 admins and managers can now set up and manage their account in the Admin Center. Most features formerly available only in the BoldChat Desktop Client are now available on the web at admin.bold360.com.

Admin Center release highlights:
  • Full-featured channel setup for Chat, Messaging (SMS and Facebook), and Email
  • Invitation setup
  • Login Control setup
  • Auto-Translation setup
  • Agent Workspace setup and customization
  • Find what you're looking for using the full-text search in the top-left corner of the Admin Center: "Where can I find..."
  • And much more, as documented in the Help Center
  • Available in the same 11 languages as the Agent Workspace

Agent Workspace – New features and improvements

  • Agents can now work with SMS (text) messages
  • Agents can use /slash commands to send canned messages

June 2, 2017

This is the initial general release of Bold360.

Welcome to Bold360, your one-stop-shop for chat, email, message management, remote access, and co-browse.