Terminology
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 https://admin.bold360.com.
Bold360 Agent Workspace
The portal used by live agents to provide customer support and
messaging.
This portal is located at https://agent.bold360.com/.
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 nanorep.co or nanorep.com. For details, see Forming URLs for REST API endpoints.
endpoint
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.
escalation
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.
HTTP/HTTPS
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.
JSON/JSONP
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.
REST
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.
touchpoint
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.
widget
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.