Bot level settings
Conversation settings enable you to customize your bot's conversational behavior. These settings can be applied to specific nodes or flows within your bot, providing tailored configurations to meet your needs.
This video demonstrates how to configure the conversation settings of a bot:
Here's what you can do with bot level settings:
- Manage user identification for personalized interactions.
- Configure supported languages to accommodate diverse users.
- Provide suggestions to users based on their interactions.
- Assist with document searches for quick information retrieval.
- Display banners for important announcements or promotions.
- Set bot objectives to guide interactions towards specific goals.
Under the Conversation settings, you can access and modify these bot level settings:
User identification setting
The User identification flow in bot conversations involves identifying the user engaging with the bot. This is accomplished by prompting the user identifier flow for unidentified users even before starting the conversation, which may include an email address, phone number, or other unique information.
To know more about setting up User identification flow in detail, click here
Language settings
Add supported languages to your bot to enable communication in multiple languages. This allows you to reach to a wider audience.
Suggestion setting when bot does not understand user utterance
Bot suggestions are automated prompts or recommendations provided by the bot to assist users during a conversation. These suggestions are based on the context of the conversation and can include options for actions, responses, or next steps that the user can take. This helps the users guide through the conversation and facilitate smoother interactions with the bot.
| Option | Description |
|---|---|
| Enable suggestions | Turn this option on to activate user input suggestions. |
| Excluded flows | Specify flows where suggestions will not be applied. |
| Excluded categories | Select the categories where these suggestions will not apply. |
| Included categories | Set categories where these suggestions should apply. |
| Unsatisfactory button text | Customize the text to display the unsatisfactory button. |
| Hide input | Enable this option to hide the user input box, preventing users from entering responses. |
| Message | Provide the message to display when the bot does not understand the user's message. |
Document search
The document search enables the bot to search for answers from the website or the documents uploaded in the KB module to provide accurate and relevant responses to user queries.
It is triggered when the bot is not able to predict a relevant flow.
Learn more about supported document types.
Enable as autofall-back: Activate this option to enable show fallback messages when the bot doesn't understand user queries. Enter the fallback message in the Model Fallback Message field below.
Enable summarised results: Opt for summarized results to have the bot summarise and present information to the user.
Enable links for summarized answer: Enable this option to provide summarized results with supported links.
Model bot response: Customize your bot's tone to align with your preferred response style.
| Tones | Descriptions | Example |
|---|---|---|
| Empathetic | Responds in a way that acknowledges and reflects the user's emotions. |  |
| Formal | Uses a professional and formal tone in responses. |  |
| Short Answers | Conveys information concisely with brief responses and minimal descriptions. |  |
| Instructions based | Provides responses in a clear instructional format. |  |
Callout banner setting
A callout banner allows you to add a banner to the chatbot's conversation. It can be used to alert users about new products, services, special offers, and promotions.
Using callout banner, you can perform the following actions:
Add text banner
Click + Add a callout.
In Type of banner, select the banner type as Text.
Enter the text to display in Text field.
In Replies, configure the response options for users. Click the button to edit them.
Add image banner
Click + Add a callout.
In Type of banner, select the banner type as Image
Upload the image to be displayed.
Setting to Close or Minimise the banner
Here, you can choose whether to allow users to either minimize the banner with a customizable text message or completely close and remove the banner from the chat widget. Minimise on close offers users the option to close the banner while displaying custom text on it. Close enables users to fully close the banner and remove it from the bot.
Click Settings on top to define the banner's status once accessed.
Choose your preference and click Save.
Bot objective
Specify the primary goal of the bot and the purpose of its interaction with users. This is just for internal purpose.
