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Product-update

Bold360 ai 4.42 release notes

Bold360 ai login page reflects SSO configuration options

Depending on your account’s SSO configuration, the Bold360 ai Console login page now displays the following options:

Login – when SSO is not available, You can log in with your standard Bold360 ai credentials.

Use Single Sign-On (SSO) – when SSO is the only option to log in to your account. This is only possible when Forced SSO login is enabled in the Admin Console for the selected account. For more information, see How to login with SSO to the Bold360 ai Console?

Both login options – when SSO authentication is not exclusively enabled for the account (Forced SSO login is disabled). In this case, you can decide how to log in to the Bold360 ai Console.

The following is an example when both login options are available:

Instant feedback enhancements

The following improvements have been made to instant feedback:

  • When customers provide positive or negative instant feedback in conversational mode, the feedback option that is not selected disappears from the screen. This prevents customers from accidentally providing additional conflicting feedback.
  • When a customer gives feedback on an article and later the article is displayed again, the originally provided feedback is also displayed below the article.
     

  • Quick options are no longer displayed after providing negative feedback in conversational mode. These options are still available if the customer provides positive feedback.

Channeling based on feedback, chat availability, and article label

In conversational widgets, you can set up channeling based on instant feedback, chat availability, and article label.

There are numerous cases when you can offer customers the option to channel the conversation. For instance, you can set up your channel in a way that when the customer provides negative feedback and an agent is available then the channeling option is presented to the customer.

To define channeling conditions, in the Bold360 ai Console go to Channeling > Channeling Policy and add a new channel or update an existing one. For more information, see How do I define channeling policy?

The example below shows a channel setup where a chat button is displayed when the customer provides negative feedback on an article that has “Customer care” label, and a live agent is available.
 

Note: This feature is already available in search mode.

Accessibility enhancements

The following accessibility improvements have been added to the web widget in which the bot and a live agent both helped the customer:

  • Screen readers can now read the content of pre- and post-chat forms.
  • The accessibility browser plugin, called Wave can now read all button labels.
  • When a chat session ends and the chat window closes, screen readers no longer instruct the user to close the window.
  • When customers provide instant feedback, NVDA screen readers no longer give an “unavailable” message to users.
  • When the customer escalates a chat to a live agent, the focus stays in the input field, where the customer can type.
  • The VoiceOver for OSX screen reader now reads incoming live agent messages.

These features have already been available in web widgets where the customer chatted with only the bot.

Copy touchpoint configurations

Until now, when you wanted to copy a widget configuration, you had to manually define every widget setting from scratch. Now, you can export a touchpoint’s configuration and then create a URL-based touchpoint with the same settings by doing the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Select a knowledge base or URL to see the touchpoint settings.
  4. Click the Export Configuration button to save the configuration to a JSON file.

  5. Save the file.

 

To import the touchpoint configuration, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Click Add new URL next to the drop-down list.
  4. Enter the customization URL and select File to copy the configuration from the exported JSON file.
  5. Click Choose File to select the configuration file.


  6. Click Save.

It may take a few minutes to import your touchpoint configuration.

Conversational widget enhancements on iOS devices

The following improvements have been added to the iOS conversational widget:

  • Customers are notified when an error occurs and, therefore, messages cannot be sent. This is typically the case when the device goes offline for some reason. Customer messages are automatically sent when the error is resolved.
  • Customers now see a confirmation if their message was sent and read.
  • Customers can now send multiple messages to live agents before the agent replies.
  • Customers can now send multiple queries in offline mode when chatting with the bot. When the device comes back online, all questions are answered.
    Note: Questions are not answered in chronological order.
  • The FAQ is now displayed at the beginning of every conversation.

 

See the new features that the previous releases introduced: