How the Fibly bot works

Every conversation in the widget follows the same simple flow. Understanding it helps you anticipate why the bot answers the way it does, and what to do when the answers aren't satisfactory.

1. The customer's question

The customer types a message in the widget embedded on your website. The widget sends it to the Fibly platform along with the conversation context: previous messages in the thread and the address of the page where the conversation started.

2. Searching the knowledge base

Fibly searches your knowledge base, that is, all the articles you've uploaded to the dashboard. It selects the passages most closely related to the question by topic.

The bot does not make up answers. If the knowledge base doesn't contain suitable material, the bot will let the customer know and, depending on your configuration, hand the conversation over to your team.

3. Generating the answer

The retrieved passages are passed to the language model together with the persona you've set and your brand description. The model phrases the answer in a consistent tone and language.

4. Escalation when the bot isn't enough

If the customer asks to speak to a person, or the bot decides it can't help (see Human support), what happens next depends on whether you have human support enabled in Bot settings:

• Human support is enabled: the conversation enters a waiting state for an agent. Your team has a set number of minutes to take over the conversation in the dashboard, in the Live support section. If no one responds in that time, Fibly sends an email with a full summary of the conversation.
• Human support is disabled: the bot doesn't wait. An email notification goes to your team right away, together with the full conversation history.

What's next

Now that you know how the bot thinks, log in to the dashboard and move on to the quick start.