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:
|
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 |