Individualize Your Chatbot in Settings

Shortcuts: Settings tab: Adjust your bot's main setup, Channels tab: Choose which widget to use to go-live, BotXO widget, Global Connections, Persistent Menu, Bot Takeover 

In bot settings, you can customize your bot by, among other things, change the chatbot’s image, change the color scheme of the chat and get the script you need to integrate the chatbot to your website.

Bot Settings are found in the right sidebar menu.

 

 

 

Settings tab: Adjust your chatbot's main setup

Bot Logo: Give your bot a face 

The image will be displayed next to the bot’s replies and appear at the top of the conversation window.
Notice that all images are cropped in a circular shape when uploaded, so squared images are preferred. An image should be at least 38x38px and can be a maximum of 3.5 MB. The image should be a PNG or JPG file.
 

Greeting text: Create a headline for your bot   

The greeting text will appear at the top of the conversation under the bot's logo. This headline is standardized and permanent.

The greeting text will persist throughout the conversation with the bot.
For example, this can be used to let the end user know that they are about to chat with a bot. It may also be used for GDPR purposes.  

 

Read more about GDPR here. 

 

Session Expiry: Choose a reset time for chats 

Set up after how many minutes of inactivity the session should be considered terminated. As a result, the chat will be reset, and the chat window is cleared.

It is tricky to anticipate which timing suits best for your bot. We recommend to include existing information about your website visitors.

If your information shows many returning visitors, it can be valuable to have a session expiry of, for example two days (2880 min). Website users might find it useful if the chatbot remembers the previous conversation since the conversation must not start from scratch.
However, saving the chat can also negatively impact your website visitors' trust since they might dislike the fact that you store their chat data. 

On the other hand, if you have many first time visitors, we recommend to set the session expiry to ca. 10 hrs (600 min).

 

Answer Retry Count: Specify your Fallback tolerance 

Define when the chatbot must be redirected to a Fallback Module depending on the times the chatbot has misunderstood an end user's intent. 
This functionality is relevant for the Collector Module Multiple Choice Module, but also any Statement Module without Module Connections or a fallback. 

 

Connection Evaluation

In connection evaluation, you define the general order of evaluation for your chatbot. What should the chatbot start to analyze: a Module's Connection or Global Connections? 

Global Connections are all conditions defined for your entire chatbot. You may understand Global Connections as a book of instructions that stores your chatbot's overall responses and connections. 

In comparison, Module Connections only hold for the Module you are working on. Here, the chatbot's actions and/or responses for the next step within the conversational flow are defined. 

Depending on your setup, you might prefer the chatbot to consider Module Connections before Global Connections or the other way around. 

 

Usually, we recommend using First Module Connections, then Global Connections.

This setup secures that Suggested Replies won't be analyzed by the Global Connection first, e.g., by a herein defined NLU connection.
Considering Module Connections first secures that the conversational flow matches the connection you have defined for a Suggested Reply in a specific Module. 

For example, if you have a Suggested Reply "More information" and connect it with another Module containing more information about prices in this Module's Connections, this link will be followed by the chatbot.
This behavior holds if Module Connections are considered first.

If the setup calls the chatbot to consider Global Connections first, "More information" might be, for example, interpreted by your NLU as "More information about company XYZ" instead of more information about prices. As a consequence, the conversation will be led to the Module as defined in your Global Connections. 

 

Default Fallback

Fallback messages occur whenever the chatbot does not understand the input it receives from the end user.
Defining a default fallback allows you to define this chatbot message for your entire chatbot. 
Note that you can adjust the default fallback in each Module's Connection if you would like to insert a fallback that diverts from the default fallback. 

 

Global Webhook

A Global Webhook allows you to set up your chatbot more flexible. This feature does not impact how your chatbot's Webhooks are configured in other places because it is an add-on. 

A Global Webhook can be triggered through two different actions: Either for any end user reply insight a chatbot conversation or at the starting point of any such conversation:

1. "Every user reply"
2. "The conversation starts"

Please note, that the "Every user reply" Trigger only works with an unmarked "Don’t wait for the user’s input, just evaluate the Connections." checkbox insight a Module's Connections tab. 

 

Global Webhooks prevail over any Global or Module Connection.

 

Go to previous

Add one or more tags that can take the end user to the previous Module in the conversation flow that required end user input. 

This is especially useful if you intend to collect end user information such as email addresses. If the user uses keywords as defined in the go to previous feature, the information collected can start again so that the end user can type in the right information. 

 

These are randomly chosen possible keywords: 

 

To provide you with an example, this is how the chat can look like. 

 

 

Bot Admin Users

Here you can add who should have access to the chatbot and remove admin users if needed. Please note that users with administrator rights have automatic access to all chatbots of your organization. 

 

Data Deletion

You can set a specific number of days before all conversational and end user data is deleted from BotXO's platform.

All you have to do is check off "Delete users data after"-box and insert the number of days you want the action to be taken.

After the data is deleted, the outdated data becomes invisible in the Message Inbox and in the Message reports. The data will, however, still be counted in for your KPI reports. 

You can also perform nightly data deletion for users belonging to a specific Filter. This is especially useful for remaining GDPR-compliant. 

Read more about GDPR here. 

 

 

Channels tab: Choose which widget to use to go-live

You can choose which channel you want to integrate your chatbot on and go live from this tab in channels.

This is how the Channels tab looks like in case your chatbot is not yet connected to Facebook Messenger, Zendesk Chat widget, or Microsoft Azure. 

BotXO widget

Choosing the BotXO widget allows you to take advantage of several BotXO features, such as conversational websites, using a logo for your chatbot, integrating a pop-up message to promote your chatbot's existence on your website(s). 

You can also adjust

• the widget,
• the colors of the buttons, of the widget itself, and of the messages
• the typeface and font, as well as
• after how much time or pixels scrolled down the chatbot must load (autoloading).

Below "Default Styling" you can find all the tabs as listed above. In what follows each tab is explained in brief.

Widget

Adjust the widget size (width and height). Here you can also choose if you like to show a close button and magnifying button. A magnifying button is useful to show the chatbot conversation in a larger window. If you are not sure about your changes, use the preview button to check your latest setup  

You can choose which channel you want to integrate your chatbot on and go live from this tab in channels.

 

Global Connections

Global Connections is the tool you use if you want to create a communication flow, where the end user can type their answer. A connection consists of two things: condition(s) and action(s). Based on a condition, you will decide where the end user should be taken to (action).

 

Persistent Menu

The Persistent Menu will be present to the end user at all times during the conversation in the chat window. This is good to help the end user go to specific places like a page with customer support information at any point in the conversation.

 

Bot Takeover

 

Bot Takeover can be used in a flow, where you will need a human takeover, which means that someone from your staff will take over the conversation with your customer from the chatbot.

After the human takes over you might want to hand the conversation back to the chatbot, and this is where the Bot Takeover comes in handy.

An example could be to ask whether or not your customer is satisfied with the help they have received. If your customer says yes, then the chatbot sends them to a certain reply and if the customer says no then the chatbot will send them to a different reply.