Chatbot settings

Use the chatbot settings to control how your chatbot interacts with users.

Remember to save your changes

Save your changes before you navigate away using the Save button at the bottom of the screen.

General

The Name identifies the chatbot within the inGenious AI platform, but is not shown to your users.

Select the Default Timezone the chatbot uses to schedule notifications and stories when the user's timezone is not available.

Deactivate Bot

A deactivated chatbot can still run conversation flows, scripts and webviews as normal, but uses a different starting conversation to an activated chatbot. Deactivate the chatbot by turning this setting on.

Choose the starting conversation the chatbot should use when active. This is the same as changing the starting conversation in the Conversations screen. See Conversations.
You can choose a different starting conversation for the chatbot to use when it is inactive.

Don't see this option?

This is a pretty powerful feature, so it's only available to certain team members. Contact your team administrator if you think you should have access.

Text to Button

Sometimes users reply by typing the labels on the chat buttons instead of pressing the button. Turn this setting on if you want the chatbot to treat the user's typed input as a button click when appropriate.

Unexpected Text Response

Sometimes users need a little nudge to press a button in the chat rather than typing their reply. The inGenious AI chatbot can automatically re-prompt the user to press the button correctly, and switch to a fallback passage or matching questions if needed.

Field Description
Max Prompt Number The maximum number of times the chatbot will prompt the user to press the button before going to the Fallback Option. This does not include the initial message.
Quick Reply Re‑prompt Text The message to show the user when they have typed something instead of pressing a Quick Reply button.
Button Re‑prompt Test The message to show the user when they have typed something instead of pressing a button.
Fallback Options If the user has been re-prompted the Max Prompt Number of times and still types a reply, then either use Questions to address the response, or choose a specific Passage to reply with.

Catch All

If the user types a response that does not match any of your questions, select which passage the chatbot should use to respond.

You can configure specific Catch-All passages for conversations. See Conversations.

You can configure a separate Catch All passage to use if the user sends an unexpected attachment such as an image, sticker, or other file. For example, you may want to display a different message when the user sends an attachment, or use a script to interpret the sticker or file and direct the chatbot to another passage.

Intellimem

Sometimes a user types a reply that matches a question the chatbot has already answered, and the user receives the same passage again. In some conversations, this is to be expected: a package-tracking chatbot might be asked where a package is several times, and identical replies won't seem out of place. But for conversations where the user does not expect the same response again, it can frustrate the user.

The Intellimem feature steps in when the chatbot would have otherwise repeated its response and sends a different response so the conversation feels more natural. You can use these responses to guide the user into rephrasing their question, or asking to talk to a human.

This works per-conversation, too:

You can configure this at the chatbot level if most of your conversations should not repeat responses. If some of your conversations should repeat responses but others shouldn't, you can configure Intellimem per-conversation. In this case, the Intellimem feature is only activated when the user is in that conversation flow. See Conversations.

Field Description
First repeat Select the passage to send the first time a passage would have been repeated.
Any subsequent repeat Select the passage to send after the first repeat.
Reset in (minutes) Allow the original passage to be sent again after this many minutes.
Catch All Only Only use this feature when the passage that would be repeated is the passage used for the Catch All.

Long Questions Catch All

Long replies from a user can be difficult to match to the correct question. Rather than using the standard Catch All passage response, it can be helpful to guide the user to try a shorter reply.

Before you turn this setting on...

Turning on the Long Questions Catch All will mean any typed reply above your word limit will automatically go to the Long Question Catch All passage, even if it would have otherwise matched with a question.

If you want to treat replies over a certain length differently:

  1. Turn this setting on.
  2. Type the number of words the chatbot should consider to be a long reply.
  3. Select which passage the chatbot should use to respond when the user types a long reply.

Handover Unexpected New User

When your chatbot first goes live, you may already have users in conversation with your live agents in platforms such as Facebook Inbox. To avoid disrupting those conversations, turn this setting on: any user who is new to the chatbot and performs an unexpected action, such as sending a message, will be automatically handed over to a live agent.

Review retention

Control how long your chat transcripts are retained on the inGenious AI platform to manage sensitive data users may send.

Chat transcripts are stored to help improve your NLP questions using Improvement AI. Once past the retention period, the user question is deleted. This means:

  • If the question has not been marked, it is not included in new reviews.
  • If the question has been marked, it is not available when viewing completed reviews.

Your review retention period does not affect:

  • Improvement AI statistics and recommendations.
  • User metadata and audience information, such as when the user last interacted with your chatbot.
  • User data stored by scripts or webviews.
  • User notifications or stories subscriptions.

The minimum review retention period is 30 days.

Handback

When your live agent is ready to hand control of the chat back to the inGenious AI chatbot, they can type one of the Handback Phrases to trigger the handback. Each phrase should be listed on a new line.

When the user is handed back, the chatbot sends the Handback Passage. If the handback passage has Retain previous context conversation turned on, the chatbot will return to the conversation where they were handed over to the live agent.

Typing Indicator And Message Delay

Users feel more like they're communicating with a human when long messages take more time to arrive, as if they've being typed by your chatbot. inGenious AI calculates a delay for each message according to the length of the message, within a minimum and maximum delay you specify. 

Field Description
Display Typing Indicator

Turn this on to display a typing indicator in the chatbot window during a message delay.

You can also manually turn typing indicators on and off using a script.

Minimum Message Delay Duration The minimum delay the chatbot waits before sending the next message. 
Maximum Message Delay Duration The maximum delay the chatbot waits before sending the next message.
Message Delay Duration Per Word

The number of milliseconds the chatbot waits per word of the message it will send.

Handover

The number of hours after which the handover expires, and control of the conversation returns to the inGenious AI chatbot.

Debug commands

You can enable debugging commands in your production environment if you need to troubleshoot an issue.

Only for troubleshooting

To prevent users impacting the flow of your chatbot, you should only enable debugging commands when you're actively troubleshooting an issue.

To use the debugging commands, type the commands in the channel you're troubleshooting, just like a question to your chatbot. Debugging commands are not case-sensitive, but passage IDs and conversation IDs are case-sensitive.

Watch your stats

Debugging commands aren't recorded in your Improvement AI statistics, but starting a passage with the jump to command will be reflected in your Mixpanel reports.

Command Description
restart Restart the chatbot by putting the current user into the welcome passage of the starting conversation.
jump to {Passage ID}

Jump to the specified passage within the current conversation. 

jump to 1p9CQzz6Np

If you need to jump to a passage in a different conversation, use the start conversation command first to switch the conversation.

start conversation {conversation ID}

Switch to the specified conversation.

start conversation FB9ur4E5dN

This does not start any passage in that conversation. If you want to start a passage after switching conversations, use the jump to command.

reset intellimem Reset the user's intellimem status so the chatbot "forgets" any responses it has already sent to the current user.

Export Conversation Flows

Press Download as HTML to export all the passage flows as HTML. This includes any content variations for multichannel passages.

Press Download Questions as CSV to download a CSV file of all questions in the chatbot.

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