After setting up your chatbot, it’s time to configure its settings. In this article, we explain everything you need to know about arranging your chatbot to your liking.
Configure your chatbot settings
To configure your chatbot settings, you navigate to Settings > Automation > Chatbots > Your chatbot > Settings.
There are four categories of settings to be found, which we’ll explain below.
General
Adjust the general settings of your chatbot here.
1. Published: Publish or unpublish your chatbot by clicking the toggle.
2. Title: The name of your chatbot.
3. Channels: The channel(s) your chatbot is connected to.
Content
Here you can adjust the ‘standard messages’ your chatbot sends to your customers.
1. Chatbot name: The name of your chatbot.
2. Introduction text: The text displayed when a customer starts interacting with your chatbot.
3. No answer text: If your chatbot does not recognize the question asked by the customer, this text is shown.
4. Fallback text: In case your chatbot fails to recognize a question a number of times, set by the ‘failure limit’, it will display this text to ask if the customer wants to be redirected to one of your support agents.
5. Fallback accepted text: This text is displayed when the customer agrees to have the conversation assigned to one of your agents.
6. Fallback declined text: When the customer declines to have the conversation assigned to one of your agents, this text is displayed.
7. Partial no answer text: The text shown when a chatbot partially understands the customers’ question.
Advanced
Configure the advanced settings of your chatbot here.
1. Agent fallback: Activate ‘agent fallback’ if you want your chatbot to assign the conversation to one of your users, in case the chatbot does not understand the customers’ questions and the ‘failure limit’ is exceeded.
2. Failure limit: Set the number of times a chatbot can fail to understand a question before the conversation will be assigned to one of your users.
3. Partial answer failure limit: The number of times a chatbot can partially fail to understand a question before the conversation will be assigned to one of your users.
4. Agent fallback confirmation: Choose if you’d like to have the chatbot ask the customer for permission to assign the conversation to one of your agents.
5. Answer confidence (%): The threshold of confidence the chatbot has to answer the question.
Google Dialogflow
You need a Google Cloud Key to have your chatbot function. This Google Cloud Key connects your chatbot with Google’s Dialogflow, which allows your chatbot functions as machine learning.
Now you’ve configured your chatbot’s settings, feel free to test your chatbot.
