Bold360 and BoldChat Developer Center

Live Agent Feature Matrix

Chat availability and listing departments

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Service to get list of departments Not supported Not supported Supported Supported Service to get list of departments without starting a chat session.
Checking the availability of a department Not supported Not supported Supported Supported Ability to check the availability of a department defined by its ID, without starting a chat.
Checking the availability of a chat Not supported. The chat button does the checking Not supported Supported Supported An external service that checks if a chat can be started right away.
Checking the availability of a chat when channeling is offered by the Bot Supported Supported Not supported Not supported The chat channeling button is only available if the chat is available and has a queue defined or there are free live agents to chat with.

SDK/Widget decomposition

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
UI component Supported Supported Supported Supported The SDK or widget provides the User Interface for chat.
UI-free core SDK Not supported Not supported Not supported Not supported The widget or SDK exposes a UI-free core component for chat.
Display unread message count on a minimized widget Supported Supported The SDKs have a callback that can be used to track unread message count. There is no default UI for this cause since the SDK has no chat button component. Presents the unread message count on the chat button.

Externally manipulating the widget/SDK

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Starting live chat with pre-defined user and chat parameters Supported Not supported Supported Supported Starts a live chat with pre-defined user and chat parameters that are visible to the live agent.
Providing pre-defined user and chat parameters on channeling from the bot Supported Not supported Supported Supported Auto-fills user and chat data that are visible to the live agent.
Validated chat Supported Not supported Supported Supported Sends chat user and chat data encrypted to the live agent.
Channeling into a validated chat Supported Not supported Not supported Not supported Channeling into a validated chat while the chat parameters are sent encrypted.
Sending messages by code on behalf of the end-user Supported Supported Supported Supported Sends messages by code on behalf of the end-user
Updating end-user and chat parameters while in chat Not supported Not supported Not supported Not supported Updates end-user and chat parameters while chatting from the end-user side.
Callbacks on UI state changes and message arrival Supported Supported Supported Supported The ability to let the website or the embedding application react on UI state changes as well as an agent message arrives.

Forms

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Built-in pre-chat form Supported Supported Supported Supported The widget or SDK presents the pre-chat form out of the box.
Built-in post-chat form Supported Supported Supported Supported The widget or SDK presents the post-chat form out of the box.
Built-in unavailable chat form Supported Supported Supported Supported The widget or SDK presents the unavailable chat form out of the box.
Pre/post chat presenting single form field Supported Supported Supported Supported Pre/post chat presents a single form field
Pre/post chat presenting multi-line field Supported Supported Supported Supported Pre/post chat presents a field with multiple lines
Pre/post chat presenting drop-down Supported Supported Supported Supported Pre/post chat presents a drop-down
Pre/post chat presenting radio buttons Supported Supported Not supported Not supported Pre/post chat presents radio buttons
Pre/post chat handling hidden Supported Supported Supported Supported Pre/post chat handling hidden
Language selector changes the language of the chat Supported Supported Not supported Not supported The pre-chat form has a special language selector control. If the value is changed there, the pre-chat form should refresh, replacing the texts of the pre-chat form to the selected language.
NPS field Supported Supported Not supported, it is presented as a drop-down. Not supported, it is presented as a drop-down. Presents 1-10 horizontal selectors to get NPS.
Presenting NPS in opposite direction for Right-to-Left Languages Supported Supported Not Supported Not Supported Presents NPS in opposite direction for Right-to-Left Languages.
Email field validation Supported Supported Supported Supported Disables the form submission if incorrect email is presented.
Phone field validation Supported Supported Supported Supported Disables the form submission if incorrect phone number is presented.
Skip-pre chat option Not supported Not supported Supported Supported This option block the presentation of the pre-chat form even if it is defined
In-line pre-chat form Supported Supported Not supported Not supported Presents the pre-chat form in a message bubble.
Department selector Supported Supported Supported Supported Presents the department selection.
Present department selector as radio buttons Supported Supported Not supported Not supported Presents The department selectors are presented as radio buttons and not in a drop down.
Show department status Supported Supported Supported Supported Presents if the department to be selected is available or not.
Hide department status Supported Supported Not supported Supported Hides the availability information of the department.
Filtering departments by language Supported Supported Supported Supported Only those departments are presented in the department selector that match the language settings of the chat.
Right to left support for pre and post chat forms Supported Supported Not supported Not supported If a right-to-left language is set for the chat language the forms and the chat interface is shown right-to-left.
Canceling pre-chat form Supported Supported Supported Supported The end-user can go back to talk with the bot when the pre-chat form is presented.
Presenting initial message set in the pre-chat form in the chat history for the agent Supported Supported, but the initial message is presented before the bot history The pre-chat form has a dedicated field for the initial end-user message. This message is presented in the agent console before assignment to help chat distribution.
Presenting initial message set in the pre-chat form in the chat history for the end-user Supported Supported, but the initial message is presented before the bot history The pre-chat form has a dedicated field for the initial end-user message. This message is presented in the agent console before assignment to help chat distribution.
Locally validating email fields Supported Supported Not Supported Not Supported The widget prevents sending a form with an invalid email address.
Locally validating phone fields Supported Supported Not Supported Not Supported The widget prevents sending a form with an invalid phone number.
Locally enforcing filling required fields Supported Supported Not Supported Supported Locally checking required fields and highlighting the ones that are empty.

In waiting queue

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
In-queue notification Supported Supported Supported Supported If a waiting queue is set up for the account, the end-user is notified that they are queued.
Presenting queue rank Supported Supported Supported Supported Notifies the end-user about their rank in the queue.
Hiding queue rank Supported Supported Not supported Not supported Hides the rank in the queue for the end-user.
Presenting auto messages Supported Supported Not supported Not supported The account can be configured to present timed messages that are presented while the end-user is waiting for a free live agent.
Cancel waiting in queue Supported Supported Not supported Not supported Cancels waiting to fill the unavailable chat form.
Closing the chat while waiting in the queue Supported Supported Supported Not supported Closes the chat and fills post chat.
Allow customers to enter queue upon Available click Supported Supported Not supported Not supported If a customer clicks a button shown as Available, it overrides other queue limits and allows them to enter the queue according to these unique limits.
Pressing "End Chat" while waiting in queue

Slim skin: There are separate buttons for canceling, waiting, and ending a chat.

Harmony widget: Ending chat invokes the Cancel chat functionality.

Ends the chat Ends the chat

While waiting in queue, the end-user can leave the chat in two ways:

  • Cancel chat - that presents an unavailable chat form, and the chat would count as abandoned in reporting.
  • End Chat - The customer will see a post-chat form and the chat would count as closed.

Localization, Multi-language support, auto-translation

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Localization Supported Supported Supported Supported All messages presented in live-agent mode comes from admin.bold360.com
Right to left support for pre and post chat forms Supported Supported Not supported Not supported Presenting the forms oriented right to left if the chat language is an RTL language.
Auto-translation by GeoFluent Supported Supported Not supported Not supported Using in intermediate service that translated the end-user messages to the agent language and the agent messages to the end-user's one.
Auto translations - Defaulting to bot language Supported Supported Not supported Not supported If an auto-translation language is set in the Bot mode, that selection is forwarded to the live agent mode.
Auto translations - Original/translated answer toggle Supported Supported Not supported Not supported Presenting a toggle for the end-user to enable reading agent messages in the translated and the original language.

Chat

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Agent header Supported in Harmony Skin Supported in Harmony Skin Supported Supported An additional header that presents the agent photo, name and the chat ending button
Agent photo Supported Supported Supported Supported Presenting the photo of the agent left to the agent messages.
Typing indicator Supported Supported Supported Supported An indicator is presented to the end-user when the agent is typing and vica versa.
Typing indicator with presenting the nape of the one typing Supported in Slim skin Supported in Slim skin Not supported Not supported Typing indicator with presenting the nape of the one typing
Setting the end-user name in the chat Not supported Not supported Supported Supported The end-user name is set in the chat transcript.
Chat message date Supported Supported Supported Supported Presenting the creation time of chat messages.
Agent inactivity timer Supported Supported Not supported Not supported automatically closing chat if Agent did not respond in a given timeframe
In-chat "Email me the transcript" Supported - only in Slim skin Supported - only in Slim skin Not supported Not supported Enabling the end-user while in-chat to provide his/her email address where the transcript will be sent after the chat.
Presenting notifications on if network connection is lost or redeemed Supported Supported Not supported - The chat tries to reconnect seemlessly and buffers up unsent end-user messages. Presenting a message that informs the end-user that the network connection is down.
Permanent options enabled/disabled while chatting with a live agent Supported Supported Not supported Not supported Permanent options of the prior bot conversation are enabled/disabled while chatting with a live agent
Chat recovery Not supported Not supported Not supported Not supported If the end-user choose to cancel waiting the queue and is filling the email form presented, she can be invited back to chatting if an end-user became available meanwhile.

Chat messages

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Simple end-user messages Supported Supported Supported Supported Simple end-user messages without formatting
Rich end-user messages Not supported Not supported Not supported Not supported Formatted end-user messages
Simple agent messages Supported Supported Supported Supported Simple agent messages without formatting
Rich agent messages Supported Supported Supported Supported Formatted agent messages
System messages Supported Supported Supported Supported Messages sent by the Bold backend are presented.
Concealing for the agent Supported Supported Supported Supported Hiding credit card numbers from the live agent
Concealing for the end-user Supported Supported Not supported Not supported Hiding credit card numbers from the end-user
Presenting images Supported Supported Supported Supported Presenting images in canned messages
Presenting links Supported Supported Supported Supported Presenting links in agent messages.
Presenting tables Supported Supported Supported Not supported Presenting tables in agent messages.
Push chat Supported Supported Not supported Not supported Enabling the agent to send a link that is automatically opened by the widget or SDK.

Advanced features

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Visit tracking Supported Not supported Not supported Not supported Tracking the individual website visits of the customer
Visitor tracking Supported Supported Supported Supported Tracking the activity of the visitor and connecting the chats that originate from the same person.
Uploading a file for the agent Supported Supported Supported Supported The end-user can send a file to the agent.
Downloading file sent by the agent Supported Supported Supported Supported The agent can send a downloadable file to the end-user.
co-browse Supported Not supported Not supported Not supported Enabling the agent to take control of the end-user's browser.
remote control Supported - not on mobile Supported - not on mobile Not supported Not supported Enabling the agent to take control of the user's computer/phone.
Auto Answers Not supported Not supported Not supported Not supported Search widget experience based on canned messages.
Invitations Not supported Not supported Not supported Not supported Presenting a visual component that invites the end-user in chat.
Experiments Supported Supported Not supported Not supported An A/B testing capability
Conversion tracking Supported Supported Not supported Not supported Tracking the conversion rate of chats in Bold reporting.
Agent initiated channeling Supported Not supported Not supported Not supported the agent can initiate a channeling through the Bot Monitor.
Minimize widget after live chat session ended Supported Supported Not Supported Not Supported At the end of the live chat session, a salutation is presented and the widget is closed with an animation.

User - Agent - Bot Harmony

Feature Widget initiated from VMS Widget initiated from the Bold360 AI platform iOS Harmony SDK Android Harmony SDK Feature description
Agent to see prior bot-user conversation Supported Supported - But the history is presented in 1 message bubble Presenting to the live agent the bot-user conversation before channeling.
Canned messages enabled for the live agent Supported Supported Supported Supported Canned messages enabled for the live agent
Smart Advisor enabled for the live agent Supported - only if the chat window the end-user escalated to is defined as an AI chat window Smart Advisor enabled for the live agent
Bot monitor displays chats in bot phase Supported Not supported The bot monitor interface lists chats that are not channeled to a live agent enabling the agent to pull