Use the chatbot Experience settings to control how your chatbot interacts with users when sending and receiving messages, and resuming conversations.
Experience settings are published in the next version
When you make changes to your chatbot's Experience settings, these changes are sent to the Ready to publish stage in Versions. You must publish these changes with the next version of your chatbot. Changes here will not be applied until they are published.
To open the Experience settings:
- Select your team and the chatbot you want to edit.
- Open the Manage section of the left navigation and click Settings.
- Click Experience.
Remember to save your changes
Save your changes before you navigate away using the Save button at the bottom of the screen.
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're 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.
|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.
|Min||The minimum delay the chatbot waits before sending the next message.|
|Max||The maximum delay the chatbot waits before sending the next message.|
The number of milliseconds the chatbot waits per word of the message it will send.
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.
|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.|
Resumability (per conversation)
Sometimes a user needs to pause a conversation and return to it where they left off.
For example: a user is making a loan application via your chatbot and asks some side questions. Some of those questions are answered in your FAQ, which is a different conversation flow. You don't want the user to have to restart their loan application just because they asked a question, so you make the Loan Application conversation resumable, and add dynamic Quick Replies to the FAQ passages. When the user has finished their questions, they press the dynamic Quick Reply to pick up the loan application where they left off.
You can define some of the text that appears on the dynamic Quick Reply in the Display Name on Button field. Quick Replies have limited space, so this should be a short title that the user will understand in the context of their recent chatbot use. See Quick Replies in Expected user response types.
Resumability is not affected by multi-level conversations. Making a parent-conversation resumable does not impact any child conversations inside. You can make as many conversations resumable as you need to.
Where are my changes?
Because these settings impact individual conversations, Resumability updates are displayed in your version history as conversation changes. These changes will appear in the draft stage in Versions upon save.