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Bot configuration

How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.

Bot configuration lives in the Bot settings tab of the Fibly dashboard. It is made up of five sections, each responsible for a different aspect of how the bot works:

  • Brand: your website address and a short description of what you do. The bot uses this information as general context.
  • Languages: the languages your bot speaks. The Welcome message and the Brand / Product description are set here, separately for each language.
  • Messages: the bot's Character, one of three personalities (casual, informal, professional). The article also covers writing a good welcome message.
  • Human support (the Agent support section): whether a conversation the bot can't handle waits for an agent in the dashboard, and for how long before it is escalated by email.
  • Knowledge base context: how deeply the bot should reach for related articles when answering a question.

Tip: changes are only saved after you click Save in the bar at the bottom of the page. The bar shows Unsaved changes while you have edits that are not saved yet; Discard reverts them.