[{"data":1,"prerenderedAt":538},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fchannels":3,"pomoc-pages:help_en":178},{"id":4,"title":5,"alt":6,"body":7,"description":168,"extension":169,"key":170,"meta":171,"navigation":172,"order":173,"path":174,"seo":175,"stem":176,"__hash__":177},"help_en\u002Fhelp\u002Fchannels\u002Findex.md","Channels","\u002Fpomoc\u002Fkanaly",{"type":8,"value":9,"toc":160},"minimark",[10,29,34,76,80,98,101,105,128,136,140],[11,12,13,14,18,19,22,23,28],"p",{},"A ",[15,16,17],"strong",{},"channel"," is a surface where conversations with your customers start.\nFibly begins with the chat ",[15,20,21],{},"widget"," on your website, but you can connect\nmore channels so the bot answers customers wherever they choose to write —\nand every message lands in the same ",[24,25,27],"a",{"href":26},"\u002Fhelp\u002Fconversations","Conversations","\ninbox.",[30,31,33],"h2",{"id":32},"available-channels","Available channels",[35,36,37,48,55,62,69],"ul",{},[38,39,40,43,44,47],"li",{},[15,41,42],{},"Web chat",": the ",[24,45,21],{"href":46},"\u002Fhelp\u002Fwidget"," on your website. Available as\nsoon as you install Fibly.",[38,49,50,54],{},[24,51,53],{"href":52},"\u002Fhelp\u002Fchannels\u002Femail","Email",": connect your support mailboxes over\nIMAP\u002FSMTP. Incoming mail becomes tickets.",[38,56,57,61],{},[24,58,60],{"href":59},"\u002Fhelp\u002Fchannels\u002Fwhatsapp","WhatsApp",": reply to your customers on your\nWhatsApp Business number.",[38,63,64,68],{},[24,65,67],{"href":66},"\u002Fhelp\u002Fchannels\u002Fmessenger","Facebook Messenger",": answer messages sent to\nyour Facebook Pages.",[38,70,71,75],{},[24,72,74],{"href":73},"\u002Fhelp\u002Fchannels\u002Finstagram","Instagram",": reply to Instagram direct\nmessages.",[30,77,79],{"id":78},"where-to-manage-channels","Where to manage channels",[11,81,82,83,86,87,89,90,93,94,97],{},"Open ",[15,84,85],{},"Settings → Integrations",". The ",[15,88,5],{}," section lists every\nchannel you've connected, each with an on\u002Foff switch and a ",[15,91,92],{},"Configure","\nlink. To add a new one, click ",[15,95,96],{},"Add channel"," and pick a channel from the\nlist.",[11,99,100],{},"Each channel has its own switch, so you can pause traffic on one channel\nwithout disconnecting it or affecting the others.",[30,102,104],{"id":103},"one-inbox-for-every-channel","One inbox for every channel",[11,106,107,108,110,111,114,115,117,118,117,120,117,122,124,125,127],{},"However a customer reaches you, the conversation appears in\n",[24,109,27],{"href":26}," alongside the rest. The channel filter\nat the top of the list lets you view ",[15,112,113],{},"All channels"," or narrow down to\n",[15,116,42],{},", ",[15,119,53],{},[15,121,60],{},[15,123,67],{},", or\n",[15,126,74],{},", and every conversation shows a small chip marking where it\ncame from.",[11,129,130,131,135],{},"The bot answers with the same knowledge base and settings across all\nchannels, and your team can take over any conversation from\n",[24,132,134],{"href":133},"\u002Fhelp\u002Flive-support","Live support"," the same way regardless of where it\nstarted.",[30,137,139],{"id":138},"related-sections","Related sections",[35,141,142,147,153],{},[38,143,144,146],{},[24,145,27],{"href":26},": browse and filter messages from\nevery channel.",[38,148,149,152],{},[24,150,151],{"href":46},"Widget",": the web chat channel on your website.",[38,154,155,159],{},[24,156,158],{"href":157},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Bot configuration, Human support",":\nwhen and how conversations are routed to your team.",{"title":161,"searchDepth":162,"depth":162,"links":163},"",2,[164,165,166,167],{"id":32,"depth":162,"text":33},{"id":78,"depth":162,"text":79},{"id":103,"depth":162,"text":104},{"id":138,"depth":162,"text":139},"Connect Fibly to the places your customers already write to you — web chat, email, WhatsApp, Facebook Messenger, and Instagram — and answer everything from one inbox.","md","channels\u002Findex",{},true,28,"\u002Fhelp\u002Fchannels",{"title":5,"description":168},"help\u002Fchannels\u002Findex","k4GYG-Pw074EQjdczsk8gEqd8xbKsayRXG1SR6bOWNQ",[179,184,187,193,199,204,209,212,217,222,227,232,237,242,247,252,257,262,267,272,277,282,287,292,297,302,307,312,317,320,326,331,334,338,343,348,353,358,363,368,374,379,384,387,392,397,402,407,412,418,423,428,433,439,444,449,454,460,465,471,477,481,482,488,494,498,504,508,514,520,526,532],{"path":180,"title":181,"description":182,"order":183,"key":183},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":185,"title":186,"description":182,"order":183,"key":183},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":188,"title":189,"description":190,"order":191,"key":192},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":194,"title":195,"description":196,"order":197,"key":198},"\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":200,"title":201,"description":202,"order":197,"key":203},"\u002Fhelp\u002Ftools\u002Fcalendly","Calendly","Connect Calendly so the bot can check your availability, share booking links, and book meetings during a conversation.","tools\u002Fcalendly",{"path":205,"title":206,"description":207,"order":197,"key":208},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":52,"title":53,"description":210,"order":197,"key":211},"Connect your support mailboxes to Fibly over IMAP and SMTP so incoming mail becomes tickets the bot and your team can answer.","channels\u002Femail",{"path":213,"title":214,"description":215,"order":197,"key":216},"\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":218,"title":219,"description":220,"order":197,"key":221},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":223,"title":224,"description":225,"order":197,"key":226},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":228,"title":229,"description":230,"order":197,"key":231},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":233,"title":234,"description":235,"order":197,"key":236},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":238,"title":239,"description":240,"order":197,"key":241},"\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":243,"title":244,"description":245,"order":197,"key":246},"\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":248,"title":249,"description":250,"order":197,"key":251},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":253,"title":254,"description":255,"order":197,"key":256},"\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":258,"title":259,"description":260,"order":162,"key":261},"\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":263,"title":264,"description":265,"order":162,"key":266},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":268,"title":269,"description":270,"order":162,"key":271},"\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":273,"title":274,"description":275,"order":162,"key":276},"\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":278,"title":279,"description":280,"order":162,"key":281},"\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":283,"title":284,"description":285,"order":162,"key":286},"\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":288,"title":289,"description":290,"order":162,"key":291},"\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":293,"title":294,"description":295,"order":162,"key":296},"\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":298,"title":299,"description":300,"order":162,"key":301},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":303,"title":304,"description":305,"order":162,"key":306},"\u002Fhelp\u002Ftools\u002Fprestashop","PrestaShop","Connect PrestaShop so the bot can look up order status, product details, and stock levels for your customers during a conversation.","tools\u002Fprestashop",{"path":308,"title":309,"description":310,"order":162,"key":311},"\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":313,"title":314,"description":315,"order":162,"key":316},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":59,"title":60,"description":318,"order":162,"key":319},"Connect your WhatsApp Business number so Fibly answers your customers on WhatsApp, with every chat in the same inbox.","channels\u002Fwhatsapp",{"path":321,"title":322,"description":323,"order":324,"key":325},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.",3,"conversations\u002Fclosing-a-conversation",{"path":327,"title":328,"description":329,"order":324,"key":330},"\u002Fhelp\u002Ftools\u002Fcustom-webhook-tools","Custom webhook tools","Turn your own HTTP API into agent tools — build connections and tools in the dashboard, then verify the signed request on your server.","tools\u002Fcustom-webhook-tools",{"path":66,"title":67,"description":332,"order":324,"key":333},"Connect your Facebook Pages so Fibly replies to Messenger messages, all in the same inbox as your other channels.","channels\u002Fmessenger",{"path":157,"title":335,"description":336,"order":324,"key":337},"Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":339,"title":340,"description":341,"order":324,"key":342},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":344,"title":345,"description":346,"order":324,"key":347},"\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":349,"title":350,"description":351,"order":324,"key":352},"\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":354,"title":355,"description":356,"order":324,"key":357},"\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":359,"title":360,"description":361,"order":324,"key":362},"\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":364,"title":365,"description":366,"order":324,"key":367},"\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":369,"title":370,"description":371,"order":372,"key":373},"\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":375,"title":376,"description":377,"order":372,"key":378},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":380,"title":381,"description":382,"order":372,"key":383},"\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":73,"title":74,"description":385,"order":372,"key":386},"Connect your Instagram Professional account so Fibly replies to Instagram direct messages, all from one inbox.","channels\u002Finstagram",{"path":388,"title":389,"description":390,"order":372,"key":391},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":393,"title":394,"description":395,"order":372,"key":396},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":398,"title":399,"description":400,"order":372,"key":401},"\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":403,"title":404,"description":405,"order":372,"key":406},"\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":408,"title":409,"description":410,"order":372,"key":411},"\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":413,"title":414,"description":415,"order":416,"key":417},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":419,"title":420,"description":421,"order":416,"key":422},"\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":424,"title":425,"description":426,"order":416,"key":427},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":429,"title":430,"description":431,"order":416,"key":432},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":434,"title":435,"description":436,"order":437,"key":438},"\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":440,"title":441,"description":442,"order":437,"key":443},"\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":445,"title":446,"description":447,"order":437,"key":448},"\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":450,"title":451,"description":452,"order":437,"key":453},"\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":455,"title":456,"description":457,"order":458,"key":459},"\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":461,"title":462,"description":463,"order":458,"key":464},"\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":466,"title":467,"description":468,"order":469,"key":470},"\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":472,"title":473,"description":474,"order":475,"key":476},"\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":46,"title":151,"description":478,"order":479,"key":480},"How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":174,"title":5,"description":168,"order":173,"key":170},{"path":483,"title":484,"description":485,"order":486,"key":487},"\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":489,"title":490,"description":491,"order":492,"key":493},"\u002Fhelp\u002Ftools","Tools","Connect tools so your bot can take actions during a conversation — like checking availability and booking meetings with Calendly.",32,"tools\u002Findex",{"path":26,"title":27,"description":495,"order":496,"key":497},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":499,"title":500,"description":501,"order":502,"key":503},"\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":133,"title":134,"description":505,"order":506,"key":507},"How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":509,"title":510,"description":511,"order":512,"key":513},"\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":515,"title":516,"description":517,"order":518,"key":519},"\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":521,"title":522,"description":523,"order":524,"key":525},"\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":527,"title":528,"description":529,"order":530,"key":531},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":533,"title":534,"description":535,"order":536,"key":537},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1787310385772]