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Product-update

Bold360 ai 4.32 release notes

New features in version 4.32

Provide instant feedback in conversational mode

Customers can now provide feedback on each answer that they receive in a conversational widget. When enabled, thumbs-up and thumbs-down buttons are displayed at the bottom of the answer in conversational mode for the customer to give instant feedback on it.

To enable instant feedback, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Conversation tab, make sure that Enable Feedback is selected.
  4. Select Instant Feedback.

  5. Save your changes.

This feature is disabled by default and does not replace the existing feedback mechanism.

Notes:

  • You can disable this feature for individual articles. To do so, select an article for editing and on the Options tab, clear the Search and Auto-Complete option.
  • This feature is not available for customers using the Mobile SDK.

Display time stamps of messages in conversational widgets

In conversational widgets, you can now display the time when the bot, customers, and agents send messages.

To display time stamps, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Display message time stamps.
  4. Save your changes.

Modernized layout of long answers in widgets

The layout of long answers and articles displayed in widgets have been modernized. AS a result, customers get the same experience in mobile and browser widgets regardless of the length of answers. The following have been introduced:

  • Long articles are not displayed in full. Customers must click Read More to expand the answer
  • The Back button has been replaced by the Close (X) button
  • Instant feedback is displayed for providing customer feedback
  • Escalation options are displayed as quick options at the bottom of answers

Bot remains active in channeled conversations

When a conversation is channeled to a live agent, the bot remains active and offers auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.

To enable hybrid conversation, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Bot suggestions remain active after channeling.
  4. Save your changes.

Facebook API upgraded to version 3.0

The Facebook bot API has been upgraded to version 3.0 to support the functionality in latest Facebook release.

 

See the new features that the previous release introduced: Bold360 ai 4.26 release notes