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Gregory LeMay

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RE: Mute

Posted By Gregory LeMay 07-17-2025 12:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Amanda, I agree with Sam that the Resource Center is the best place to go for information and troubleshooting tips, with the Community a close second. We don't have a forum specifically for new agents but if you or a member from your company have a CX Learning subscription, we have many on-demand ...

RE: Guidance on Data Extraction

Posted By Gregory LeMay 02-02-2024 10:56
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
I don't believe we have any documentation on this, but I wanted to confirm that system-generated labels are not exportable. To the export, these labels are not considered real labels since all articles have these system labels attached to them, so we only export the labels that clients add to the articles. ...

RE: Chat Canned Message Export Options

Posted By Gregory LeMay 12-13-2023 15:26
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Tim, You can use the Bold360 API to export the canned messages into JSON, and then use another (3rd party) tool to create them into a CSV. Bold does not export the canned messages into CSV/Excel format so this would be the best way to mass-export the canned responses. You can find the relevant ...

RE: CX synonym equivalency

Posted By Gregory LeMay 08-23-2023 13:15
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Brett! In Genesys Cloud the new feature for what Bold360 called Synonyms is called Utterances. Below I've posted a few articles to give you some background on the feature and how to plug into your flow with different slot types! Utterances Overview Working with Utterances (Add, Edit, ...

RE: Agent Videoconferencing?

Posted By Gregory LeMay 01-24-2023 13:09
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Nicole, Genesys DX does offer video chat, however it is a newer feature so I have added the flag for your account. You can find the option to enable within the Admin Center by going to your Chat Window settings, on the first page of window settings scroll the bottom to enable video chat. Video ...

RE: Smart Advisor

Posted By Gregory LeMay 11-21-2022 14:10
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Heather, I have enabled the Smart Advisor widget for your account. In my experience it is best to edit/use the Knowledge Base smart advisor widget, instead of individual widgets used for floating or embedded widgets. The reason being you'll have less smart advisor widgets to manage by using the ...

RE: Blocking Abusive Chats

Posted By Gregory LeMay 03-28-2022 18:36
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hello Nicole, The only option here would be to block that visitor from engaging with the Bot and Agents entirely. In the same Restrictions section where you can block a visitor's IP address from chatting with agents, above the block option you can add their IP address to the Visit IP Ignore List, ...