[{"data":1,"prerenderedAt":411},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fcustomers":3,"pomoc-pages:help_en":87},{"id":4,"title":5,"alt":6,"body":7,"description":77,"extension":78,"key":79,"meta":80,"navigation":81,"order":82,"path":83,"seo":84,"stem":85,"__hash__":86},"help_en\u002Fhelp\u002Fcustomers\u002Findex.md","Customers","\u002Fpomoc\u002Fklienci",{"type":8,"value":9,"toc":71},"minimark",[10,18,23,42,46,49,63],[11,12,13,14,17],"p",{},"The ",[15,16,5],"strong",{}," tab is a collection of profiles for people who have\ncontacted the Fibly bot on your website. It helps you understand the\nhistory of your relationship with a specific customer and, when needed,\nmeet your GDPR obligations.",[19,20,22],"h2",{"id":21},"articles-in-this-section","Articles in this section",[24,25,26,35],"ul",{},[27,28,29,34],"li",{},[30,31,33],"a",{"href":32},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list",": how to view and\nfilter your contact base.",[27,36,37,41],{},[30,38,40],{"href":39},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile",": editing details,\nnotes, conversation history, and anonymization.",[19,43,45],{"id":44},"how-fibly-identifies-a-customer","How Fibly identifies a customer",[11,47,48],{},"Every person who starts a conversation in the widget receives an\ninternal identifier. How they're identified depends on whether the\ncustomer left their details:",[24,50,51,57],{},[27,52,53,56],{},[15,54,55],{},"With an email address",": if the bot asked for an email and the\ncustomer provided it, Fibly creates a permanent profile. Subsequent\nconversations from the same address go to the same profile, regardless\nof the device or browser.",[27,58,59,62],{},[15,60,61],{},"Without details (anonymous)",": if the customer didn't provide an\nemail, each session may be created as a separate profile. Correlation\nbetween sessions is then possible by IP address, but not guaranteed.",[11,64,65,66,70],{},"This behavior comes from the bot's settings. If you'd like the bot to\nproactively ask for an email in certain situations, contact us at\n",[30,67,69],{"href":68},"mailto:kontakt@fibly.pl","kontakt@fibly.pl",".",{"title":72,"searchDepth":73,"depth":73,"links":74},"",2,[75,76],{"id":21,"depth":73,"text":22},{"id":44,"depth":73,"text":45},"How to view and manage the profiles of people who have talked to the bot on your website.","md","customers\u002Findex",{},true,55,"\u002Fhelp\u002Fcustomers",{"title":5,"description":77},"help\u002Fcustomers\u002Findex","Qo1S3RuII2SP1uxoF-sYITYWdYbVGsZw-eql2cwVWXc",[88,93,96,102,108,111,116,121,126,131,136,141,146,151,156,161,166,171,174,179,184,189,194,199,204,209,215,220,225,230,235,240,245,250,256,261,266,271,276,281,286,291,297,302,307,312,318,323,328,333,339,344,350,356,362,368,374,380,386,392,393,399,405],{"path":89,"title":90,"description":91,"order":92,"key":92},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":94,"title":95,"description":91,"order":92,"key":92},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":97,"title":98,"description":99,"order":100,"key":101},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":103,"title":104,"description":105,"order":106,"key":107},"\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":32,"title":33,"description":109,"order":106,"key":110},"How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":112,"title":113,"description":114,"order":106,"key":115},"\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":117,"title":118,"description":119,"order":106,"key":120},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":122,"title":123,"description":124,"order":106,"key":125},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":127,"title":128,"description":129,"order":106,"key":130},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":132,"title":133,"description":134,"order":106,"key":135},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":137,"title":138,"description":139,"order":106,"key":140},"\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":142,"title":143,"description":144,"order":106,"key":145},"\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":147,"title":148,"description":149,"order":106,"key":150},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":152,"title":153,"description":154,"order":106,"key":155},"\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":157,"title":158,"description":159,"order":73,"key":160},"\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":162,"title":163,"description":164,"order":73,"key":165},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":167,"title":168,"description":169,"order":73,"key":170},"\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":39,"title":40,"description":172,"order":73,"key":173},"How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":175,"title":176,"description":177,"order":73,"key":178},"\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":180,"title":181,"description":182,"order":73,"key":183},"\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":185,"title":186,"description":187,"order":73,"key":188},"\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":190,"title":191,"description":192,"order":73,"key":193},"\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":195,"title":196,"description":197,"order":73,"key":198},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":200,"title":201,"description":202,"order":73,"key":203},"\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":205,"title":206,"description":207,"order":73,"key":208},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":210,"title":211,"description":212,"order":213,"key":214},"\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":216,"title":217,"description":218,"order":213,"key":219},"\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":221,"title":222,"description":223,"order":213,"key":224},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":226,"title":227,"description":228,"order":213,"key":229},"\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":231,"title":232,"description":233,"order":213,"key":234},"\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":236,"title":237,"description":238,"order":213,"key":239},"\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":241,"title":242,"description":243,"order":213,"key":244},"\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":246,"title":247,"description":248,"order":213,"key":249},"\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":251,"title":252,"description":253,"order":254,"key":255},"\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":257,"title":258,"description":259,"order":254,"key":260},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":262,"title":263,"description":264,"order":254,"key":265},"\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":267,"title":268,"description":269,"order":254,"key":270},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":272,"title":273,"description":274,"order":254,"key":275},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":277,"title":278,"description":279,"order":254,"key":280},"\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":282,"title":283,"description":284,"order":254,"key":285},"\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":287,"title":288,"description":289,"order":254,"key":290},"\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":292,"title":293,"description":294,"order":295,"key":296},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":298,"title":299,"description":300,"order":295,"key":301},"\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":303,"title":304,"description":305,"order":295,"key":306},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":308,"title":309,"description":310,"order":295,"key":311},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":313,"title":314,"description":315,"order":316,"key":317},"\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":319,"title":320,"description":321,"order":316,"key":322},"\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":324,"title":325,"description":326,"order":316,"key":327},"\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":329,"title":330,"description":331,"order":316,"key":332},"\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":334,"title":335,"description":336,"order":337,"key":338},"\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":340,"title":341,"description":342,"order":337,"key":343},"\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":345,"title":346,"description":347,"order":348,"key":349},"\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":351,"title":352,"description":353,"order":354,"key":355},"\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":357,"title":358,"description":359,"order":360,"key":361},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":363,"title":364,"description":365,"order":366,"key":367},"\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":369,"title":370,"description":371,"order":372,"key":373},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":375,"title":376,"description":377,"order":378,"key":379},"\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":381,"title":382,"description":383,"order":384,"key":385},"\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":387,"title":388,"description":389,"order":390,"key":391},"\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":83,"title":5,"description":77,"order":82,"key":79},{"path":394,"title":395,"description":396,"order":397,"key":398},"\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":400,"title":401,"description":402,"order":403,"key":404},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":406,"title":407,"description":408,"order":409,"key":410},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382440664]