Chatbot Settings

View, configure, and manage all your chatbots from a single dashboard. Monitor bot health, configure routing rules, manage message templates, and customize bot behavior across all messaging channels.

Viewing Chatbots

The chatbot management screen displays all chatbots in your organization with their key information and status.

Search for Chatbots

Quickly find chatbots by name, ID, or associated flow.

Steps:

1. Enter your search term in the Search field at the top of the page.
2. The list filters automatically as you type.

Result: Only chatbots matching your search term are displayed.

View Bot Information

Each chatbot card displays key information about the bot's configuration.

View Bot Statistics

View message counts and timing for a chatbot.

Steps:

1. Locate the chatbot you want to view.
2. Click the Show Stats button.

Result: The statistics panel expands showing inbound and outbound message counts with timestamps.

View Bot Errors

Review recent errors that occurred with a chatbot.

Steps:

1. Locate the chatbot you want to review.
2. Click the Show Errors button.

Result: A table displays the 20 most recent errors including date/time, type, description, and affected user.

Editing Chatbots

Configure chatbot settings including name, flow assignment, routing rules, and messaging behavior.

Edit Bot Settings

Access the full configuration panel for a chatbot.

Steps:

1. Locate the chatbot you want to configure.
2. Click the Edit Bot button.

Result: The configuration panel expands with all available settings for the chatbot.

Rename a Chatbot

Change the display name of a chatbot.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Update the name in the text field under Edit Bot Name and Flow.
3. Click the Rename Bot button.

Result: The chatbot is renamed and the list refreshes.

Change Conversation Flow

Assign a different conversation flow to the chatbot.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Click the Change Flow button.
3. Select the new flow from the Change Flow to dropdown.
4. Optionally enable Reset all users to the beginning of the flow if needed.
5. Click Ok to confirm.

Result: The chatbot now uses the selected conversation flow.

Configure Routing Rules

Control how chats from this bot are routed to agents.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Agent Chat Routing Rules, select one or more business units from the Route to Business Unit(s) dropdown.
3. Optionally enable Make chats sticky to route returning users to the same agent.
4. Click Update Routing Rules.

Result: Chats from this bot will be routed to agents in the selected business units.

Configure Business Unit Access

Control which business units can view and supervise conversations from this chatbot.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Business Unit Access, select the business units that should have access.
3. Click Update Access.

Result: Only agents in the selected business units can view and supervise this chatbot's conversations.

Configure Outbound Business Units

Control which business units can initiate outbound chats from this chatbot.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Outbound Business Units, select the business units allowed to make outbound chats.
3. Click Update Outbound Business units.

Result: Only agents in the selected business units with outbound privileges can initiate chats.

Configure Translation Rules

Set up automatic messages when agents enable translation.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Agent Chat Automatic Translation Rules, enter a message in the Message to Send field.
3. Enable the Send Message toggle.
4. Click Update Translation Rules.

Result: When an agent enables automatic translation, this message is sent to the user (translated to their language).

Block Media Messages

Prevent users from sending images, videos, voice messages, and documents.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Block Media Messages, enter a message explaining that media is not accepted.
3. Enable the Block Media Messages toggle.
4. Click Update Block Media Rules.

Result: Media messages are blocked and users receive your custom message instead.

Configure Messenger Greeting

Set the greeting message for Facebook Messenger chatbots.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Messenger Greeting, enter the greeting text.
3. Click Update Greeting.

Result: New Messenger conversations display this greeting before users send their first message.

Configure Salesforce Rules

Link bot events to Salesforce automation rules.

Steps:

1. Click Edit Bot to expand the settings panel.
2. Under Salesforce Bot Event Rules, select a rule from the Event Rules dropdown.
3. Click Update.

Result: Bot events trigger the selected Salesforce automation.

WhatsApp Business API Features

Additional management features available for WhatsApp Business API chatbots.

Manage Message Templates

View and manage WhatsApp message templates for a chatbot.

Steps:

1. Locate your WhatsApp Business API chatbot.
2. Click the Templates button.

Result: The template editor opens, allowing you to view and manage approved message templates.

Clear Template Cache

Refresh the cached list of WhatsApp templates.

Steps:

1. Locate your WhatsApp Business API chatbot.
2. Click the Clear Template Cache button.

Result: The template cache is cleared and templates are refreshed from WhatsApp.

WhatsApp Bot Status Information

WhatsApp Business API chatbots display additional status information:

Managing Errors

Monitor and manage chatbot errors to ensure smooth operation.

Clear Error Messages

Remove error messages after reviewing them.

Steps:

1. Click Show Errors to view the error list.
2. Review the errors to understand any issues.
3. Click the Clear Error Messages button.

Result: All error messages for this chatbot are cleared.