Bold360 and BoldChat Developer Center


Account Name

Your account name is part of URLs sent to the Bold360 AI REST API, in the format https://account.domain/APIendpoint. The account name is also used with the Web and Mobile APIs and SDKs. The account name is the part of your username after the "@" sign when you log into the Bold360 AI Console. In most cases, this is your company name. For example, if your username is myname@exampleCompany, your account name is exampleCompany. For details, see Forming URLs for REST API endpoints.

Application Programming Interface (API)

A function or group of functions used to control a product programmatically. The Bold360 AI APIs can be used to get information from or send information to the knowledge base and control how widgets are displayed. The Bold360 AI Web API and SDK and the Mobile SDK use the REST API internally.

Bold360 Admin Center

The portal used by administrators to manage the live agent environment. This portal is located at

Bold360 Agent Workspace

The portal used by live agents to provide customer support and messaging. This portal is located at

Bold360 AI Console

The portal used by administrators and content editors to work with the knowledge base and configure a chatbot. The location of this portal varies depending on the location of the knowledge base server you are using.

comma-separated values (CSV)

CSV is one format used for responses from the REST API.

domain name

Your domain name is part of URLs sent to the Bold360 AI REST API, in the format https://account.domain/APIendpoint. This is the server that handles your Bold360 AI account. Typically, it is or For details, see Forming URLs for REST API endpoints.


For the REST API, these are the names of services to which your URL connects. For example, /api/kb/v1/simpleSearch is an endpoint that performs a simple search for knowledge base articles. URLs are sent to the Bold360 AI REST API in the format https://account.domain/APIendpoint.


The process of transferring control from a chatbot to a live agent or other support solution when the chatbot is unable to meet customer needs. Ideally, customers will receive the information they need through conversation or search in the Bold360 AI widget. If they do not, you can offer them one or more options using channeling policies to escalate their query. One escalation path is to a live chat.


The protocol uses for web requests. HTTP stands for Hypertext Transfer Protocol. The Bold360 AI REST API requires that requests use HTTPS, which add a security layer to HTTP.


A data format commonly used to transfer information between servers and browsers. The information is structured as a list of attribute-value pairs. Nesting indicates the information structure. JSON stands for JavaScript Object Notation. The Bold360 AI APIs use JSON with Padding (JSONP), which can be loaded into JavaScript on a web page.

knowledge base

A repository of answers for the AI to draw upon when responding to customers. This repository may contain information about your products, services, and more. "KB" is often used as an abbreviation for "knowledge base".

knowledge base name or ID

The name or ID number of the knowledge base that contains articles to access. The name or ID of the knowledge base is often passed to the REST and Web APIs. The name may be case sensitive. Use the capitalization of your knowledge base name that is shown when you expand the Change Knowledgebase list near the top of the left pane in the Bold360 AI Console. For details, see Forming URLs for REST API endpoints.


A type of API that uses HTTP/HTTPS requests to access data. REST stands for REpresentational State Transfer. REST APIs are used to implement a client-server interface between a web browser and a server. Typically, each request is stateless; that is, it contains all the information needed for the server to respond to the request. Common HTTP methods uses with REST APIs are GET and POST.

Software Development Kit (SDK)

Tools that make it easier to develop applications. The Bold360 AI SDK consists of pieces of HTML and JavaScript code that you place in your web pages to control how Bold360 AI widgets appear and behave.


Bold360 AI controls with which customers interact. These may be widgets or support centers. The Touchpoints menu in the Bold360 AI Console lets you customize and copy HTML and JavaScript code. You then insert the code into your web pages to implement Bold360 AI widgets. You can further customize this code using the Web API and SDK.


A GUI control element. The Bold360 AI Web API provides floating, embedded, and custom widget interfaces. The SDK provides further customization of sub-controls within these widgets. For details, see Web widgets.