[{"data":1,"prerenderedAt":611},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fchannels\u002Femail":3,"pomoc-pages:help_en":243},{"id":4,"title":5,"alt":6,"body":7,"description":233,"extension":234,"key":235,"meta":236,"navigation":237,"order":238,"path":239,"seo":240,"stem":241,"__hash__":242},"help_en\u002Fhelp\u002Fchannels\u002Femail.md","Email","\u002Fpomoc\u002Fkanaly\u002Femail",{"type":8,"value":9,"toc":225},"minimark",[10,23,29,34,91,103,107,173,176,180,201,205],[11,12,13,14,18,19,22],"p",{},"The email channel connects your existing support mailboxes to Fibly.\nIncoming mail is fetched over ",[15,16,17],"strong",{},"IMAP"," and turned into tickets; replies go\nback out over ",[15,20,21],{},"SMTP",". You can connect more than one mailbox, and each one\ncan have its own ticket numbering.",[24,25,26],"blockquote",{},[11,27,28],{},"Only administrators or managers can manage the email channel.",[30,31,33],"h2",{"id":32},"connect-a-mailbox","Connect a mailbox",[35,36,37,56,67,77,84],"ol",{},[38,39,40,41,44,45,48,49,51,52,55],"li",{},"Open ",[15,42,43],{},"Settings → Integrations"," and click ",[15,46,47],{},"Add channel",", then choose\n",[15,50,5],{}," (or open ",[15,53,54],{},"Configure"," on the email channel if it's already\nadded).",[38,57,58,59,62,63,66],{},"On the ",[15,60,61],{},"Mailboxes"," tab, click ",[15,64,65],{},"Add mailbox",".",[38,68,69,70,72,73,76],{},"In the ",[15,71,33],{}," dialog, keep the ",[15,74,75],{},"Basic"," authentication\noption (username and password) and fill in the fields below.",[38,78,79,80,83],{},"Click ",[15,81,82],{},"Test IMAP connection"," to confirm the incoming settings work.",[38,85,86,87],{},"Save. You'll see the message ",[88,89,90],"em",{},"\"Mailbox connected. Mail fetching will\nstart within a minute.\"",[24,92,93],{},[11,94,95,98,99,102],{},[15,96,97],{},"Google (Gmail \u002F Workspace)"," and ",[15,100,101],{},"Microsoft (Microsoft 365 \u002F Outlook)","\nsign-in options are on the way. For now, connect any mailbox with the\nBasic option using its IMAP\u002FSMTP credentials.",[30,104,106],{"id":105},"fields-youll-need","Fields you'll need",[108,109,110,116,122,136,148,157,167],"ul",{},[38,111,112,115],{},[15,113,114],{},"Display name",": the name shown on replies sent from this mailbox.",[38,117,118,121],{},[15,119,120],{},"Email address",": the address customers write to.",[38,123,124,98,127,130,131,135],{},[15,125,126],{},"IMAP host",[15,128,129],{},"IMAP port"," (incoming mail, default port ",[132,133,134],"code",{},"993",").",[38,137,138,98,141,144,145,135],{},[15,139,140],{},"SMTP host",[15,142,143],{},"SMTP port"," (outgoing mail, default port ",[132,146,147],{},"587",[38,149,150,98,153,156],{},[15,151,152],{},"Username",[15,154,155],{},"Password",": the mailbox credentials.",[38,158,159,162,163,166],{},[15,160,161],{},"Ticket prefix"," (optional): a short code such as ",[132,164,165],{},"ACME"," used at the\nstart of ticket numbers.",[38,168,169,172],{},[15,170,171],{},"Starting number",": the number the first ticket counts from.",[11,174,175],{},"Your mail provider publishes the IMAP and SMTP host and port values. Some\nproviders require an app password rather than your normal password when\nsigning in from another app.",[30,177,179],{"id":178},"what-happens-next","What happens next",[11,181,182,183,186,187,192,193,195,196,200],{},"Once the mailbox is connected, Fibly checks it for new mail and creates a\n",[15,184,185],{},"ticket"," for each incoming message. Tickets appear in\n",[188,189,191],"a",{"href":190},"\u002Fhelp\u002Fconversations","Conversations"," like any other conversation — filter by\n",[15,194,5],{}," to see only mail — and carry the ticket's display id and subject.\nThe bot drafts and sends replies from the same mailbox, and your team can\ntake over from ",[188,197,199],{"href":198},"\u002Fhelp\u002Flive-support","Live support"," when needed.",[30,202,204],{"id":203},"related-articles","Related articles",[108,206,207,214],{},[38,208,209,213],{},[188,210,212],{"href":211},"\u002Fhelp\u002Fchannels","Channels overview",": all the ways customers can reach you.",[38,215,216,220,221,224],{},[188,217,219],{"href":218},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications",":\nthis is about escalation and summary emails Fibly sends ",[88,222,223],{},"to you",", which is\nseparate from the email channel.",{"title":226,"searchDepth":227,"depth":227,"links":228},"",2,[229,230,231,232],{"id":32,"depth":227,"text":33},{"id":105,"depth":227,"text":106},{"id":178,"depth":227,"text":179},{"id":203,"depth":227,"text":204},"Connect your support mailboxes to Fibly over IMAP and SMTP so incoming mail becomes tickets the bot and your team can answer.","md","channels\u002Femail",{},true,1,"\u002Fhelp\u002Fchannels\u002Femail",{"title":5,"description":233},"help\u002Fchannels\u002Femail","ct3V-AbXjrHgQWy941-Qg34edIgC0GUL4omMbBbqfo8",[244,249,252,258,263,268,273,274,279,284,289,294,299,304,309,314,319,324,329,334,339,344,349,354,359,364,369,374,379,384,390,395,400,405,410,415,420,425,430,435,441,446,451,456,461,466,471,474,479,485,490,495,500,506,511,516,521,527,532,538,544,550,555,561,567,571,577,581,587,593,599,605],{"path":245,"title":246,"description":247,"order":248,"key":248},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":250,"title":251,"description":247,"order":248,"key":248},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":253,"title":254,"description":255,"order":256,"key":257},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":259,"title":260,"description":261,"order":238,"key":262},"\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.","bot-configuration\u002Fbrand",{"path":264,"title":265,"description":266,"order":238,"key":267},"\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":269,"title":270,"description":271,"order":238,"key":272},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":239,"title":5,"description":233,"order":238,"key":235},{"path":275,"title":276,"description":277,"order":238,"key":278},"\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":280,"title":281,"description":282,"order":238,"key":283},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":285,"title":286,"description":287,"order":238,"key":288},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":290,"title":291,"description":292,"order":238,"key":293},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":295,"title":296,"description":297,"order":238,"key":298},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":300,"title":301,"description":302,"order":238,"key":303},"\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":305,"title":306,"description":307,"order":238,"key":308},"\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":310,"title":311,"description":312,"order":238,"key":313},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":315,"title":316,"description":317,"order":238,"key":318},"\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":320,"title":321,"description":322,"order":227,"key":323},"\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":325,"title":326,"description":327,"order":227,"key":328},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":330,"title":331,"description":332,"order":227,"key":333},"\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":335,"title":336,"description":337,"order":227,"key":338},"\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":340,"title":341,"description":342,"order":227,"key":343},"\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":345,"title":346,"description":347,"order":227,"key":348},"\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":350,"title":351,"description":352,"order":227,"key":353},"\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":355,"title":356,"description":357,"order":227,"key":358},"\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":360,"title":361,"description":362,"order":227,"key":363},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":365,"title":366,"description":367,"order":227,"key":368},"\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":370,"title":371,"description":372,"order":227,"key":373},"\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":375,"title":376,"description":377,"order":227,"key":378},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":380,"title":381,"description":382,"order":227,"key":383},"\u002Fhelp\u002Fchannels\u002Fwhatsapp","WhatsApp","Connect your WhatsApp Business number so Fibly answers your customers on WhatsApp, with every chat in the same inbox.","channels\u002Fwhatsapp",{"path":385,"title":386,"description":387,"order":388,"key":389},"\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":391,"title":392,"description":393,"order":388,"key":394},"\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":396,"title":397,"description":398,"order":388,"key":399},"\u002Fhelp\u002Fchannels\u002Fmessenger","Facebook Messenger","Connect your Facebook Pages so Fibly replies to Messenger messages, all in the same inbox as your other channels.","channels\u002Fmessenger",{"path":401,"title":402,"description":403,"order":388,"key":404},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":406,"title":407,"description":408,"order":388,"key":409},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":411,"title":412,"description":413,"order":388,"key":414},"\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":416,"title":417,"description":418,"order":388,"key":419},"\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":421,"title":422,"description":423,"order":388,"key":424},"\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":426,"title":427,"description":428,"order":388,"key":429},"\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":431,"title":432,"description":433,"order":388,"key":434},"\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":436,"title":437,"description":438,"order":439,"key":440},"\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":442,"title":443,"description":444,"order":439,"key":445},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":447,"title":448,"description":449,"order":439,"key":450},"\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":452,"title":453,"description":454,"order":439,"key":455},"\u002Fhelp\u002Fchannels\u002Finstagram","Instagram","Connect your Instagram Professional account so Fibly replies to Instagram direct messages, all from one inbox.","channels\u002Finstagram",{"path":457,"title":458,"description":459,"order":439,"key":460},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":462,"title":463,"description":464,"order":439,"key":465},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":467,"title":468,"description":469,"order":439,"key":470},"\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":218,"title":219,"description":472,"order":439,"key":473},"What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":475,"title":476,"description":477,"order":439,"key":478},"\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":480,"title":481,"description":482,"order":483,"key":484},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":486,"title":487,"description":488,"order":483,"key":489},"\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":491,"title":492,"description":493,"order":483,"key":494},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":496,"title":497,"description":498,"order":483,"key":499},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":501,"title":502,"description":503,"order":504,"key":505},"\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":507,"title":508,"description":509,"order":504,"key":510},"\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":512,"title":513,"description":514,"order":504,"key":515},"\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":517,"title":518,"description":519,"order":504,"key":520},"\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":522,"title":523,"description":524,"order":525,"key":526},"\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":528,"title":529,"description":530,"order":525,"key":531},"\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":533,"title":534,"description":535,"order":536,"key":537},"\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":539,"title":540,"description":541,"order":542,"key":543},"\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":545,"title":546,"description":547,"order":548,"key":549},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":211,"title":551,"description":552,"order":553,"key":554},"Channels","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.",28,"channels\u002Findex",{"path":556,"title":557,"description":558,"order":559,"key":560},"\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":562,"title":563,"description":564,"order":565,"key":566},"\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":190,"title":191,"description":568,"order":569,"key":570},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":572,"title":573,"description":574,"order":575,"key":576},"\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":198,"title":199,"description":578,"order":579,"key":580},"How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":582,"title":583,"description":584,"order":585,"key":586},"\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":588,"title":589,"description":590,"order":591,"key":592},"\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":594,"title":595,"description":596,"order":597,"key":598},"\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":600,"title":601,"description":602,"order":603,"key":604},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":606,"title":607,"description":608,"order":609,"key":610},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1787310386762]