[{"data":1,"prerenderedAt":452},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fbot-configuration\u002Fmessages":3,"pomoc-pages:help_en":126},{"id":4,"title":5,"alt":6,"body":7,"description":117,"extension":118,"key":119,"meta":120,"navigation":121,"order":107,"path":122,"seo":123,"stem":124,"__hash__":125},"help_en\u002Fhelp\u002Fbot-configuration\u002Fmessages.md","Messages","\u002Fpomoc\u002Fkonfiguracja-bota\u002Fwiadomosci",{"type":8,"value":9,"toc":105},"minimark",[10,22,27,32,45,52,59,63,70,75,78,82,85,89,92,96],[11,12,13,14,17,18,21],"p",{},"The ",[15,16,5],"strong",{}," section controls ",[15,19,20],{},"how"," the bot talks to customers.\nHere you will set the first message visible as soon as the chat opens,\nas well as the personality that defines the tone of its answers.",[23,24,26],"h2",{"id":25},"first-message","First message",[11,28,13,29,31],{},[15,30,26],{}," field is the text shown to the customer right\nafter the widget opens. It should:",[33,34,35,39,42],"ul",{},[36,37,38],"li",{},"greet the customer briefly and specifically,",[36,40,41],{},"clearly state what the bot can help with,",[36,43,44],{},"not make promises the bot cannot keep.",[11,46,47,48],{},"✅ ",[49,50,51],"em",{},"\"Hi! I'm the Black Arrow support bot. I can help you with returns,\norders, and product specifications.\"",[11,53,54,55,58],{},"❌ ",[49,56,57],{},"\"Welcome! Tell me how I can help you today 😊\"",", too vague and\ncreates the expectation that the bot can handle anything.",[23,60,62],{"id":61},"bot-personality","Bot personality",[11,64,65,66,69],{},"The personality is a predefined speaking style. You choose ",[15,67,68],{},"one of\nthree",":",[71,72,74],"h3",{"id":73},"casual","Casual",[11,76,77],{},"The bot talks like a young friend. Short sentences, says \"Hi\", a\nrelaxed tone, doesn't shy away from emoji. Works well in e-commerce\naimed at younger audiences and lifestyle brands.",[71,79,81],{"id":80},"informal","Informal",[11,83,84],{},"The default setting. The bot addresses the customer by their first\nname but avoids slang and emoji. Recommended as a starting point; it\nsuits most B2C companies and modern B2B businesses.",[71,86,88],{"id":87},"professional","Professional",[11,90,91],{},"The bot addresses the customer formally. Formal, matter-of-fact\nanswers. Choose this for financial, legal, medical, or other\nindustries where formal communication is the standard.",[23,93,95],{"id":94},"whats-next","What's next",[11,97,98,99,104],{},"With your tone set, decide when the bot should hand the conversation\nover to a person:\n",[100,101,103],"a",{"href":102},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support",".",{"title":106,"searchDepth":107,"depth":107,"links":108},"",2,[109,110,116],{"id":25,"depth":107,"text":26},{"id":61,"depth":107,"text":62,"children":111},[112,114,115],{"id":73,"depth":113,"text":74},3,{"id":80,"depth":113,"text":81},{"id":87,"depth":113,"text":88},{"id":94,"depth":107,"text":95},"How to set the bot's first message and choose one of three conversational personalities.","md","bot-configuration\u002Fmessages",{},true,"\u002Fhelp\u002Fbot-configuration\u002Fmessages",{"title":5,"description":117},"help\u002Fbot-configuration\u002Fmessages","sTScTm2gb0lq_0W7dA9UE9zzakk_NCs9BpdSV4bf2Hc",[127,132,135,141,147,152,157,162,167,172,177,182,187,192,197,202,207,212,217,222,227,232,237,238,243,248,253,256,261,266,271,276,281,286,292,297,302,307,312,317,322,327,333,338,343,348,354,359,364,369,375,380,386,392,398,404,410,416,422,428,434,440,446],{"path":128,"title":129,"description":130,"order":131,"key":131},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":133,"title":134,"description":130,"order":131,"key":131},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":136,"title":137,"description":138,"order":139,"key":140},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":142,"title":143,"description":144,"order":145,"key":146},"\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":148,"title":149,"description":150,"order":145,"key":151},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":153,"title":154,"description":155,"order":145,"key":156},"\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":158,"title":159,"description":160,"order":145,"key":161},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":163,"title":164,"description":165,"order":145,"key":166},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":168,"title":169,"description":170,"order":145,"key":171},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":173,"title":174,"description":175,"order":145,"key":176},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":178,"title":179,"description":180,"order":145,"key":181},"\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":183,"title":184,"description":185,"order":145,"key":186},"\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":188,"title":189,"description":190,"order":145,"key":191},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":193,"title":194,"description":195,"order":145,"key":196},"\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":198,"title":199,"description":200,"order":107,"key":201},"\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":203,"title":204,"description":205,"order":107,"key":206},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":208,"title":209,"description":210,"order":107,"key":211},"\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":213,"title":214,"description":215,"order":107,"key":216},"\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":218,"title":219,"description":220,"order":107,"key":221},"\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":223,"title":224,"description":225,"order":107,"key":226},"\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":228,"title":229,"description":230,"order":107,"key":231},"\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":233,"title":234,"description":235,"order":107,"key":236},"\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":122,"title":5,"description":117,"order":107,"key":119},{"path":239,"title":240,"description":241,"order":107,"key":242},"\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":244,"title":245,"description":246,"order":107,"key":247},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":249,"title":250,"description":251,"order":113,"key":252},"\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":102,"title":103,"description":254,"order":113,"key":255},"How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":257,"title":258,"description":259,"order":113,"key":260},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":262,"title":263,"description":264,"order":113,"key":265},"\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":267,"title":268,"description":269,"order":113,"key":270},"\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":272,"title":273,"description":274,"order":113,"key":275},"\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":277,"title":278,"description":279,"order":113,"key":280},"\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":282,"title":283,"description":284,"order":113,"key":285},"\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":287,"title":288,"description":289,"order":290,"key":291},"\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":293,"title":294,"description":295,"order":290,"key":296},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":298,"title":299,"description":300,"order":290,"key":301},"\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":303,"title":304,"description":305,"order":290,"key":306},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":308,"title":309,"description":310,"order":290,"key":311},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":313,"title":314,"description":315,"order":290,"key":316},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":318,"title":319,"description":320,"order":290,"key":321},"\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":323,"title":324,"description":325,"order":290,"key":326},"\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":328,"title":329,"description":330,"order":331,"key":332},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":334,"title":335,"description":336,"order":331,"key":337},"\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":339,"title":340,"description":341,"order":331,"key":342},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":344,"title":345,"description":346,"order":331,"key":347},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":349,"title":350,"description":351,"order":352,"key":353},"\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":355,"title":356,"description":357,"order":352,"key":358},"\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":360,"title":361,"description":362,"order":352,"key":363},"\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":365,"title":366,"description":367,"order":352,"key":368},"\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":370,"title":371,"description":372,"order":373,"key":374},"\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":376,"title":377,"description":378,"order":373,"key":379},"\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":381,"title":382,"description":383,"order":384,"key":385},"\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":387,"title":388,"description":389,"order":390,"key":391},"\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":393,"title":394,"description":395,"order":396,"key":397},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":399,"title":400,"description":401,"order":402,"key":403},"\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":405,"title":406,"description":407,"order":408,"key":409},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":411,"title":412,"description":413,"order":414,"key":415},"\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":417,"title":418,"description":419,"order":420,"key":421},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":423,"title":424,"description":425,"order":426,"key":427},"\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":429,"title":430,"description":431,"order":432,"key":433},"\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":435,"title":436,"description":437,"order":438,"key":439},"\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":441,"title":442,"description":443,"order":444,"key":445},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":447,"title":448,"description":449,"order":450,"key":451},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441918]