This is where you will adjust your chatbot's main setup. In the image below, you can see an overview of the following features we will explore in this section:
- Bot Avatar
- Greeting text
- Session Expiration
- Answer Retry Count
- Connection Evaluation
- Default Fallback
- Global Webhooks
- Go To Previous
- Bot Admin Users
- Data Deletion
Give your bot a face! The image you upload here will be displayed next to the bot’s replies and appear at the top of the conversation window.
Please note that all images are cropped in a circular shape when uploaded, so square images are preferred. An image should be a PNG or JPG file of at least 38x38px and a maximum of 3.5 MB.
The greeting text will appear at the top of the conversation under the bot's logo. This headline is standardized and permanent, and it will persist throughout the conversation with the bot.
This can be used, for example, to let the end user know that they are about to chat with a bot. It may also be used for GDPR purposes. The greeting text can be up to 160 characters.
Set up how many minutes of inactivity can pass before the session is terminated. After the designated amount of time passes, the chat will be reset, and the chat window is cleared.
It is tricky to anticipate the best timing for your bot. We recommend taking into account any existing information you have about your website visitors. A few examples of how you might consider this are as follows:
- If your information indicates many returning visitors, it can be valuable to have a session expiration of, for instance, two days (2880 min). Website users might find it useful if the chatbot remembers their previous conversation to avoid starting from scratch.
- However, saving the chat can also have a negative impact. Some visitors might dislike the fact that you store their chat data.
- On the other hand, if you have many first-time visitors, we recommend setting the session expiration to approximately 10 hrs (600 min).
Answer Retry Count
Here, you can specify your chatbot's Fallback tolerance. Define when the chatbot will be redirected to a Fallback Module depending on the number of times the bot has misunderstood an end user's intent.
This functionality is relevant for both Multiple Choice Collector Modules and any Statement Module without Module Connections or a fallback.
In Connection Evaluation, you define the general order of evaluation for your chatbot. What should the chatbot analyze first: Module Connections 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.
Usually, we recommend using First Module Connections, then Global Connections. But, depending on your setup, you might prefer the chatbot to consider Global Connections first.
Our recommended setup of Module Connections first ensures that Suggested Replies won't be analyzed by the Global Connection first, e.g., by a herein defined AI connection. This way, the conversational flow matches the specific connection you have defined for a Suggested Reply in a specific Module.
Let's imagine in a Module about pricing, you have a Suggested Reply of "More information". Within this Module's Connections, you connect this reply with another Module that contains more information about prices. By evaluating Module Connections first, you ensure that this link will be followed by the chatbot.
On the other hand, let's consider your setup asks the chatbot to consider Global Connections first. "More information" might then be interpreted by your AI as "More information about company XYZ" instead of more information about prices. Consequently, the conversation will be led to the next Module as defined in your Global Connections, where the visitor will find information about the company rather than prices.
Fallback messages occur whenever the chatbot does not understand the input it receives from the end user. Establishing a Default Fallback allows you to define this message for your entire chatbot.
Note that you can adjust the Default Fallback within each individual Module's Connections if you would like to insert a fallback that diverts from the Default Fallback.
A Global Webhook allows you to set up your chatbot to be 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 four different actions:
- "Every user reply"
- "The conversation starts"
- "The conversation ends"
- "The conversation expires"
Keep in mind that the "Every user reply" Trigger only works with an unmarked "Don’t wait for the user’s input, just evaluate the Connections." checkbox inside a Module's Connections tab.
Please note, Global Webhooks prevail over any Global or Module Connection.
Go To Previous
Here, you can add one or more tags that will take the end user to the last Module within 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 inputs the keywords as defined in the Go To Previous feature, the information collection can start again, enabling the end user to type in the correct content.
To provide you with an example, here is one possible setup of the Go To Previous feature and a conversation that could follow:
Bot Admin Users
In this section, you can adjust who has 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.
You can set a specific number of days after which point all conversational and end user data is deleted from Certainly's platform. All you have to do is check the "Delete users data after"-box and insert the number of days you want to pass before this action is taken.
You can also perform nightly data deletion for users belonging to a specific Filter. This is especially useful to remain GDPR-compliant.
Within the Channels tab, you can choose which channel(s) you want to integrate your chatbot on and go live from. The following image shows how the Channels tab looks when your bot is not yet connected to the available channels:
Choosing the Certainly Widget allows you to take advantage of several Certainly features, such as conversational websites, using an avatar for your chatbot, and integrating a pop-up message to promote your chatbot's existence on your website(s).You can use the tabs below "Default Styling" to adjust:
- the widget,
- the colors of the buttons, of the widget itself, and of the messages,
- the typeface and font, as well as
- autoloading (after how much time or pixels scrolled down the chatbot must load.
Adjust the widget size (width and height). Here, you can also choose if you'd like to show a close button and/or a magnifying button (useful to show the chatbot conversation in a larger window), as well as if you want to enable rich link previews. If you are not sure about your changes, use the preview button to check your latest setup.
Other available channels
You can also integrate your chatbot with the following channels:
Global Connections is the tool to 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).
The Persistent Menu will be present to the end user at all times during the conversation in the chat window.
This is good for helping the end user go to specific places at any point in the conversation, such as a page with customer support information.
Bot Takeover can be used in a flow where you need a human takeover, meaning that someone from your staff takes over the conversation with your customer from the chatbot. After the human takes over and chats with the user, you might want to hand the conversation back to the chatbot.
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, they are sent to a certain chatbot reply, and if the customer says no, then the chatbot will send them to a different reply.
Certainly Widget Alt Text
In this tab, you can see the default alt texts written so screen readers can recognize the various features of the Certainly Widget. If you'd like to adjust these, simply click in the text field you'd like to change and edit as desired. Please note that these will only apply in the Certainly Widget.