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    BoldChat Open Forum: Web Reports – Recording Now Available

    April 29th, 2015

    Our April Open Forum focused on the BoldChat Web Reports. We reviewed:

    • An overview of BoldChat’s web reports, including what reports are available, where to access them, and how to run them
    • Demos of the web reporting capabilities in action
    • A live Q&A format

    If you missed our BoldChat April Open Forum, it’s not too late. You can still listen to the recorded forum:

    Click here to listen to the BoldChat Web Reports Open Forum.


    ATTENTION: New Web Client Features Just Released

    November 4th, 2012

    We’ve recently made several improvements to the BoldChat web-based interface which users are likely to notice during the normal course of taking chats.  As such, we wanted to make you aware of them in some detail.  We are excited about this update because these enhancements will most assuredly improve your experience with BoldChat.

    Search Canned Messages
    You now have the ability to perform keyword searches against your canned message library.  This feature helps to increase the speed and accuracy of chats, without impeding your ability to personalize the conversation.  Clicking on the “Search Canned Messages” button causes the search pane to slide into view.

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    Row Formatting
    You can now add impactful visual cues to chats depending on their status.  Turn an entire row a particular color when a chat is unanswered or when the visitor has sent a message that needs response, for example.

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    To access the row formatting rules, click the down arrow next to the “Active Chats” button in the upper right, then selected Grid Preferences > Row Formatting Rules

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    From here you’ll be presented with a dialogue enabling you to build formatting logic for a wide variety of scenarios:

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    Salesforce
    Our PC-based .NET client has had a very robust Salesforce® integration for some time.  Now the same functionality is available in the web-based client.  From an active or inactive chat, agents can push BoldChat data into any type of Salesforce object – even custom objects.  This functionality has limited availability depending on what version of BoldChat you have.  To learn more, click here.

    Real-Time Spell Checking in 17 Languages
    Now when you’re typing in a chat conversation, the BoldChat system will automatically check your spelling and indicate any mis-spellings.

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    Clicking will provide a list of suggested spellings.  Spell checking is supported for 17 languages.  The complete list of languages is:

    English, English (UK), Danish, Dutch, Finnish, French, German, Italian, Polish, Portuguese, Spanish, Swedish, Hungarian, Norwegian (2 versions), Brazilian Portuguese, and Russian.

    Email Chat Transcript
    Visitors will often request that you send them a copy of the chat transcript, and while the visitor can do this themselves from the chat window itself, agents can also do it with the “Email this chat” button.  This button is now exposed in the web-based client.  Click the button, enter the email address and when the chat ends, the transcript will be sent.

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    Pre & Post Chat Field View + View My Inactive
    By clicking on the down arrow next to the “Active Chats” button in the upper right, then selecting Grid Preferences > Column Chooser, you can add pre and post chat fields directly to the grid view.  You can see a chatter’s email address – if that is a field you use on the pre-chat form, for example.  This feature, in combination with another, “My Inactive Chats” is particularly useful for agents who use the post-chat survey.  Click on the down arrow next to the “Active Chats” button in the upper right, select “My Inactive Chats”, add the post chat survey fields to the grid view, and now you can get an at a glance view of how chatters are rating their experience with you.

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    Chat Assignment Tracking
    In practice, chats are often escalated to another agent, transferred to another department, or auto-reassigned based on queuing rules.  With the “Assignment History” button you can see the complete assignment history of a chat.

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