[{"data":1,"prerenderedAt":451},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works":3,"pomoc-pages:help_en":130},{"id":4,"title":5,"alt":6,"body":7,"description":120,"extension":121,"key":122,"meta":123,"navigation":124,"order":125,"path":126,"seo":127,"stem":128,"__hash__":129},"help_en\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works.md","How the Fibly bot works","\u002Fpomoc\u002Fwprowadzenie\u002Fjak-dziala-bot",{"type":8,"value":9,"toc":111},"minimark",[10,14,19,22,26,29,40,44,58,62,74,94,98],[11,12,13],"p",{},"Every conversation in the widget follows the same simple flow. Understanding\nit helps you anticipate why the bot answers the way it does, and what to do\nwhen the answers aren't satisfactory.",[15,16,18],"h2",{"id":17},"_1-the-customers-question","1. The customer's question",[11,20,21],{},"The customer types a message in the widget embedded on your website. The\nwidget sends it to the Fibly platform along with the conversation context:\nprevious messages in the thread and the address of the page where the\nconversation started.",[15,23,25],{"id":24},"_2-searching-the-knowledge-base","2. Searching the knowledge base",[11,27,28],{},"Fibly searches your knowledge base, that is, all the articles you've\nuploaded to the dashboard. It selects the passages most closely related to\nthe question by topic.",[30,31,32],"blockquote",{},[11,33,34,35,39],{},"The bot ",[36,37,38],"strong",{},"does not make up"," answers. If the knowledge base doesn't\ncontain suitable material, the bot will let the customer know and,\ndepending on your configuration, hand the conversation over to your team.",[15,41,43],{"id":42},"_3-generating-the-answer","3. Generating the answer",[11,45,46,47,52,53,57],{},"The retrieved passages are passed to the language model together with the\n",[48,49,51],"a",{"href":50},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","persona"," you've set and your\n",[48,54,56],{"href":55},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","brand description",". The model phrases the\nanswer in a consistent tone and language.",[15,59,61],{"id":60},"_4-escalation-when-the-bot-isnt-enough","4. Escalation when the bot isn't enough",[11,63,64,65,69,70,73],{},"If the customer asks to speak to a person, or the bot decides it can't help\n(see ",[48,66,68],{"href":67},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","), what happens\nnext depends on whether you have human support enabled in ",[36,71,72],{},"Bot settings",":",[75,76,77,88],"ul",{},[78,79,80,83,84,87],"li",{},[36,81,82],{},"Human support is enabled",": the conversation enters a waiting state for\nan agent. Your team has a set number of minutes to take over the\nconversation in the dashboard, in the ",[36,85,86],{},"Live support"," section. If no one\nresponds in that time, Fibly sends an email with a full summary of the\nconversation.",[78,89,90,93],{},[36,91,92],{},"Human support is disabled",": the bot doesn't wait. An email\nnotification goes to your team right away, together with the full\nconversation history.",[15,95,97],{"id":96},"whats-next","What's next",[11,99,100,101,105,106,110],{},"Now that you know how the bot thinks,\n",[48,102,104],{"href":103},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","log in to the dashboard"," and move on to\nthe ",[48,107,109],{"href":108},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","quick start",".",{"title":112,"searchDepth":113,"depth":113,"links":114},"",2,[115,116,117,118,119],{"id":17,"depth":113,"text":18},{"id":24,"depth":113,"text":25},{"id":42,"depth":113,"text":43},{"id":60,"depth":113,"text":61},{"id":96,"depth":113,"text":97},"An overview of the architecture, from the customer's question to handing the matter over to your team.","md","getting-started\u002Fhow-the-bot-works",{},true,1,"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works",{"title":5,"description":120},"help\u002Fgetting-started\u002Fhow-the-bot-works","fw4Rb9K7ey2k2rdqil6RQbmoZtg2h1zhwRggEhjheH4",[131,136,139,145,149,154,155,160,165,170,175,180,185,190,195,200,205,210,215,220,224,229,234,238,243,248,254,257,262,267,271,276,281,286,292,297,302,307,312,317,322,327,333,338,343,348,354,359,364,369,375,380,386,392,398,404,410,416,421,427,433,439,445],{"path":132,"title":133,"description":134,"order":135,"key":135},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":137,"title":138,"description":134,"order":135,"key":135},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":140,"title":141,"description":142,"order":143,"key":144},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":55,"title":146,"description":147,"order":125,"key":148},"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":150,"title":151,"description":152,"order":125,"key":153},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":126,"title":5,"description":120,"order":125,"key":122},{"path":156,"title":157,"description":158,"order":125,"key":159},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":161,"title":162,"description":163,"order":125,"key":164},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":166,"title":167,"description":168,"order":125,"key":169},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":171,"title":172,"description":173,"order":125,"key":174},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":176,"title":177,"description":178,"order":125,"key":179},"\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":181,"title":182,"description":183,"order":125,"key":184},"\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":186,"title":187,"description":188,"order":125,"key":189},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":191,"title":192,"description":193,"order":125,"key":194},"\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":196,"title":197,"description":198,"order":113,"key":199},"\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":201,"title":202,"description":203,"order":113,"key":204},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":206,"title":207,"description":208,"order":113,"key":209},"\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":211,"title":212,"description":213,"order":113,"key":214},"\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":216,"title":217,"description":218,"order":113,"key":219},"\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":103,"title":221,"description":222,"order":113,"key":223},"First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":225,"title":226,"description":227,"order":113,"key":228},"\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":230,"title":231,"description":232,"order":113,"key":233},"\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":50,"title":235,"description":236,"order":113,"key":237},"Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":239,"title":240,"description":241,"order":113,"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":113,"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":252,"key":253},"\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":67,"title":68,"description":255,"order":252,"key":256},"How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":258,"title":259,"description":260,"order":252,"key":261},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":263,"title":264,"description":265,"order":252,"key":266},"\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":108,"title":268,"description":269,"order":252,"key":270},"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":252,"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":252,"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":252,"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":86,"description":418,"order":419,"key":420},"\u002Fhelp\u002Flive-support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":422,"title":423,"description":424,"order":425,"key":426},"\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":428,"title":429,"description":430,"order":431,"key":432},"\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":434,"title":435,"description":436,"order":437,"key":438},"\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":440,"title":441,"description":442,"order":443,"key":444},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":446,"title":447,"description":448,"order":449,"key":450},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382440664]