[{"data":1,"prerenderedAt":565},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fbot-configuration\u002Fhuman-support":3,"pomoc-pages:help_en":239},{"id":4,"title":5,"alt":6,"body":7,"description":229,"extension":230,"key":231,"meta":232,"navigation":233,"order":234,"path":235,"seo":236,"stem":237,"__hash__":238},"help_en\u002Fhelp\u002Fbot-configuration\u002Fhuman-support.md","Human support","\u002Fpomoc\u002Fkonfiguracja-bota\u002Fwsparcie-czlowieka",{"type":8,"value":9,"toc":219},"minimark",[10,22,27,34,41,55,60,71,75,81,102,111,115,118,138,141,145,176,180,187,206,210],[11,12,13,14,17,18,21],"p",{},"The Fibly bot does not replace a person; it complements one. The\n",[15,16,5],"strong",{}," section in ",[15,19,20],{},"Bot settings"," controls when and how a\nconversation is handed over to your team.",[23,24,26],"h2",{"id":25},"enabling-support","Enabling support",[11,28,29,30,33],{},"The ",[15,31,32],{},"Enable human support"," toggle controls whether the customer sees\nthe option to ask to speak to an agent in the widget, and whether\nFibly gives your team time to take over the conversation.",[11,35,36,37,40],{},"When it is ",[15,38,39],{},"off",":",[42,43,44,48],"ul",{},[45,46,47],"li",{},"the customer does not have a \"Request a human\" button in the widget,",[45,49,50,51,54],{},"when the bot decides it can't help, it sends an email with a summary\nof the conversation to your team ",[15,52,53],{},"immediately",", without waiting.",[11,56,36,57,40],{},[15,58,59],{},"on",[42,61,62,65,68],{},[45,63,64],{},"the customer can request a handover at any time,",[45,66,67],{},"unhandled questions start a timer (see below),",[45,69,70],{},"once the set time has passed, if no one takes over the conversation,\nFibly sends an email to your team.",[23,72,74],{"id":73},"wait-time","Wait time",[11,76,29,77,80],{},[15,78,79],{},"Wait time (minutes)"," field defines how long Fibly waits for\nsomeone on your team to take over the conversation in the dashboard\nbefore sending an email notification.",[42,82,83,90,96],{},[45,84,85,86,89],{},"Range: ",[15,87,88],{},"1 to 120 minutes",".",[45,91,92,93,89],{},"Default setting: ",[15,94,95],{},"15 minutes",[45,97,98,99,89],{},"Recommended range: ",[15,100,101],{},"15 to 30 minutes",[103,104,105],"blockquote",{},[11,106,107,110],{},[15,108,109],{},"Do not set a time higher than 30 minutes."," A customer waiting in\nchat for more than half an hour almost always gives up, and the\nexperience with the bot stays in their memory as a negative one. If\nyour team can't respond within 30 minutes, consider disabling human\nsupport. The bot will then escalate by email right away.",[23,112,114],{"id":113},"when-the-bot-decides-it-cant-help","When the bot decides it can't help",[11,116,117],{},"The bot declines to answer in three situations:",[42,119,120,126,132],{},[45,121,122,125],{},[15,123,124],{},"No content in the knowledge base."," The question is about a topic\nthat isn't in any article, so the bot doesn't want to make things up\nand instead suggests contacting a person.",[45,127,128,131],{},[15,129,130],{},"Conflicting information in the knowledge base."," Two articles give\ndifferent answers and the bot can't determine which one is current.",[45,133,134,137],{},[15,135,136],{},"The question requires an individual decision."," The customer asks\nabout something that requires checking their specific case in your\nsystem (order status, an individual quote, a complaint).",[11,139,140],{},"In all of these cases, the bot tells the customer that it is passing\nthe matter on to the team, and does not force an answer.",[23,142,144],{"id":143},"how-escalation-works-when-support-is-enabled","How escalation works when support is enabled",[146,147,148,151,166,173],"ol",{},[45,149,150],{},"The customer asks to speak to a person, or the bot decides it can't\nhelp (see above).",[45,152,153,154,157,158,161,162,89],{},"The conversation moves to a ",[15,155,156],{},"waiting"," state and appears in the\ndashboard in the ",[15,159,160],{},"Live support"," section, marked\n",[163,164,165],"em",{},"\"Waiting for X minutes\"",[45,167,168,169,172],{},"An agent on your team can ",[15,170,171],{},"take over"," the conversation in the\ndashboard. The bot then goes silent, and a message appears in the\nchat saying that a person has joined.",[45,174,175],{},"If no one takes over the conversation within the set time, Fibly\nsends an email with a full summary of the dialog to the address set\nin the widget settings.",[23,177,179],{"id":178},"notification-email-address","Notification email address",[11,181,182,183,186],{},"The address that notifications about unhandled conversations are sent\nto is set in ",[15,184,185],{},"Widget settings"," (a separate screen). The email\ncontains:",[42,188,189,192,195,198],{},[45,190,191],{},"the customer's details (if they were collected in the chat),",[45,193,194],{},"the subject of the matter,",[45,196,197],{},"the full conversation history,",[45,199,200,201,205],{},"a ",[202,203,204],"code",{},"Reply-To"," field set to the customer's address. You reply directly\nfrom your email client, and the customer receives the message by\nemail.",[23,207,209],{"id":208},"whats-next","What's next",[11,211,212,213,218],{},"The last bot configuration section is\n",[214,215,217],"a",{"href":216},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","knowledge base context",".\nThis setting affects the accuracy of answers.",{"title":220,"searchDepth":221,"depth":221,"links":222},"",2,[223,224,225,226,227,228],{"id":25,"depth":221,"text":26},{"id":73,"depth":221,"text":74},{"id":113,"depth":221,"text":114},{"id":143,"depth":221,"text":144},{"id":178,"depth":221,"text":179},{"id":208,"depth":221,"text":209},"How to configure handing conversations over to your team when the bot can't handle a question.","md","bot-configuration\u002Fhuman-support",{},true,3,"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support",{"title":5,"description":229},"help\u002Fbot-configuration\u002Fhuman-support","Lx0BzxUMH84UFUrQRCAngd3kfwvvdvJp2IG3l4G7X4Q",[240,245,248,254,260,265,270,275,280,285,290,295,300,305,310,315,320,325,330,335,340,345,350,355,360,365,370,371,376,381,386,391,396,401,407,412,417,422,427,431,436,441,447,452,457,462,468,473,478,483,489,494,500,506,512,518,524,530,535,541,547,553,559],{"path":241,"title":242,"description":243,"order":244,"key":244},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":246,"title":247,"description":243,"order":244,"key":244},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":249,"title":250,"description":251,"order":252,"key":253},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":255,"title":256,"description":257,"order":258,"key":259},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":261,"title":262,"description":263,"order":258,"key":264},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":266,"title":267,"description":268,"order":258,"key":269},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":271,"title":272,"description":273,"order":258,"key":274},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":276,"title":277,"description":278,"order":258,"key":279},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":281,"title":282,"description":283,"order":258,"key":284},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":286,"title":287,"description":288,"order":258,"key":289},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":291,"title":292,"description":293,"order":258,"key":294},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":296,"title":297,"description":298,"order":258,"key":299},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":301,"title":302,"description":303,"order":258,"key":304},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":306,"title":307,"description":308,"order":258,"key":309},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":311,"title":312,"description":313,"order":221,"key":314},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":316,"title":317,"description":318,"order":221,"key":319},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":321,"title":322,"description":323,"order":221,"key":324},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":326,"title":327,"description":328,"order":221,"key":329},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":331,"title":332,"description":333,"order":221,"key":334},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":336,"title":337,"description":338,"order":221,"key":339},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":341,"title":342,"description":343,"order":221,"key":344},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":346,"title":347,"description":348,"order":221,"key":349},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":351,"title":352,"description":353,"order":221,"key":354},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":356,"title":357,"description":358,"order":221,"key":359},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":361,"title":362,"description":363,"order":221,"key":364},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":366,"title":367,"description":368,"order":234,"key":369},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.","conversations\u002Fclosing-a-conversation",{"path":235,"title":5,"description":229,"order":234,"key":231},{"path":372,"title":373,"description":374,"order":234,"key":375},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":377,"title":378,"description":379,"order":234,"key":380},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":382,"title":383,"description":384,"order":234,"key":385},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":387,"title":388,"description":389,"order":234,"key":390},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":392,"title":393,"description":394,"order":234,"key":395},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":397,"title":398,"description":399,"order":234,"key":400},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":402,"title":403,"description":404,"order":405,"key":406},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":408,"title":409,"description":410,"order":405,"key":411},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":413,"title":414,"description":415,"order":405,"key":416},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":418,"title":419,"description":420,"order":405,"key":421},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":423,"title":424,"description":425,"order":405,"key":426},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":216,"title":428,"description":429,"order":405,"key":430},"Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":432,"title":433,"description":434,"order":405,"key":435},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":437,"title":438,"description":439,"order":405,"key":440},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":442,"title":443,"description":444,"order":445,"key":446},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":448,"title":449,"description":450,"order":445,"key":451},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":453,"title":454,"description":455,"order":445,"key":456},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":458,"title":459,"description":460,"order":445,"key":461},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":463,"title":464,"description":465,"order":466,"key":467},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":469,"title":470,"description":471,"order":466,"key":472},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":474,"title":475,"description":476,"order":466,"key":477},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":479,"title":480,"description":481,"order":466,"key":482},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":484,"title":485,"description":486,"order":487,"key":488},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":490,"title":491,"description":492,"order":487,"key":493},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":495,"title":496,"description":497,"order":498,"key":499},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":501,"title":502,"description":503,"order":504,"key":505},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":507,"title":508,"description":509,"order":510,"key":511},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":513,"title":514,"description":515,"order":516,"key":517},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":519,"title":520,"description":521,"order":522,"key":523},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":525,"title":526,"description":527,"order":528,"key":529},"\u002Fhelp\u002Fbot-configuration","Bot configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":531,"title":160,"description":532,"order":533,"key":534},"\u002Fhelp\u002Flive-support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":536,"title":537,"description":538,"order":539,"key":540},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":542,"title":543,"description":544,"order":545,"key":546},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":548,"title":549,"description":550,"order":551,"key":552},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":554,"title":555,"description":556,"order":557,"key":558},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":560,"title":561,"description":562,"order":563,"key":564},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441929]