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Product-update

Bold360 ai 4.58 release notes

Unread message count is displayed on minimized widget

The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

Note: You can change the Minimized widget mode on the Position and Size tab of the widget settings.


To enable this feature for customers, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Select Display unread message count on minimized widget and save your change.
     

The number of agent messages will be displayed on the minimized widget.

This feature is disabled by default.

Agent message notifications in the browser tab

A browser tab message notifies the end user about an incoming message. This is displayed when the customer receives a message from a live agent while navigating away from the browser tab where the chat widget is displayed. The browser tab title periodically changes to the notification message for a few seconds.

To enable this feature, do the following:

  1. In the Bold360 ai Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a Knowledge Base or a URL and go to the Advanced tab.
  4. Type your message into the Browser tab notification text field.
    To add the name of the agent who’s chatting with the customer type [AGENT]. For example, Message from [AGENT]...

  5. Save your changes.

Instant Feedback visibility

The following improvements have been implemented for Instant Feedback:

  • When quick options are available for an article and the customer provides positive feedback to the article, the quick options are presented again.
  • You can disable instant feedback for an article by adding a <no_feedback/> tag in the article editor. This tag can be used with conversational articles as well.

Combined ai and agent SDK improvements

The following features have been added:

  • Added cookie support to properly track user journey (iOS and Android)
  • Added support for Agent-only configuration where the combined SDK is used for live agents only. This allows analytics to identify it is the same user and to track all users’ engagements in a consistent fashion. (Android)
  • Added a button to allow the customer to end the chat with the agent (iOS)
  • Support for post-chat form (iOS and Android)

 

See the new features that the previous releases introduced: