[{"data":1,"prerenderedAt":531},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article":3,"pomoc-pages:help_en":205},{"id":4,"title":5,"alt":6,"body":7,"description":195,"extension":196,"key":197,"meta":198,"navigation":199,"order":200,"path":201,"seo":202,"stem":203,"__hash__":204},"help_en\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article.md","Writing articles manually","\u002Fpomoc\u002Fbaza-wiedzy\u002Frecznie-pisany-artykul",{"type":8,"value":9,"toc":185},"minimark",[10,14,19,49,53,56,77,95,99,109,115,119,152,156,159,173,177],[11,12,13],"p",{},"When you want to add a topic that isn't in the base yet, use Fibly's\nbuilt-in editor. By default it works in visual (WYSIWYG) mode, so you\ndon't need to know Markdown to format text. If you prefer, you can switch\nit to source mode at any time.",[15,16,18],"h2",{"id":17},"creating-a-new-article","Creating a new article",[20,21,22,31,38,41,44],"ol",{},[23,24,25,26,30],"li",{},"Go to the ",[27,28,29],"strong",{},"Documentation"," tab.",[23,32,33,34,37],{},"Click ",[27,35,36],{},"Add article",".",[23,39,40],{},"Enter a title, optionally a short description, and choose whether the\narticle should be visible to the bot right away.",[23,42,43],{},"Write the content in the editor.",[23,45,33,46,37],{},[27,47,48],{},"Save",[15,50,52],{"id":51},"visual-mode-default","Visual mode (default)",[11,54,55],{},"In visual mode you see the formatted text as it will look after saving.\nAbove the editing field is a toolbar with buttons for the most common\noperations:",[57,58,59,62,65,68,71,74],"ul",{},[23,60,61],{},"bold, italic, strikethrough,",[23,63,64],{},"first-, second-, and third-level headings,",[23,66,67],{},"bulleted and numbered lists,",[23,69,70],{},"quote, inline code, and code block,",[23,72,73],{},"link, table, horizontal rule,",[23,75,76],{},"undo and redo.",[11,78,79,80,84,85,88,89,84,91,94],{},"Keyboard shortcuts also work, e.g. ",[81,82,83],"kbd",{},"Ctrl"," + ",[81,86,87],{},"B"," for\nbold, ",[81,90,83],{},[81,92,93],{},"I"," for italic.",[15,96,98],{"id":97},"source-mode","Source mode",[11,100,101,102,108],{},"If you prefer to write directly in Markdown, switch the editor to source\nmode with the ",[27,103,104],{},[105,106,107],"code",{},"\u003C\u002F>"," icon in the top right corner of the toolbar.\nYou'll then see the raw Markdown text and can edit it by hand. You return\nto visual mode with the same button.",[110,111,112],"blockquote",{},[11,113,114],{},"Source mode is usually handy for pasting larger chunks of text copied\nfrom another tool, or for small formatting fixes the toolbar doesn't\ncover.",[15,116,118],{"id":117},"limits-and-guidelines","Limits and guidelines",[57,120,121,127,144],{},[23,122,123,124,37],{},"Maximum article length: ",[27,125,126],{},"20,000 characters",[23,128,129,130,133,134,137,138,143],{},"Maximum length of a ",[27,131,132],{},"pinned"," article: ",[27,135,136],{},"1,500 characters"," (see\n",[139,140,142],"a",{"href":141},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning",").",[23,145,146,147,151],{},"Fibly will flag articles under roughly 50 words as ",[148,149,150],"em",{},"Too short",", and the\nbot won't use them.",[15,153,155],{"id":154},"whats-worth-writing-manually","What's worth writing manually",[11,157,158],{},"Topics that rarely make it onto your public website but come up often in\ncustomer conversations:",[57,160,161,164,167,170],{},[23,162,163],{},"the returns process, step by step,",[23,165,166],{},"the complaints procedure and typical waiting periods,",[23,168,169],{},"product specifications beyond what's on the product page,",[23,171,172],{},"answers to the questions you get most often by email or chat.",[15,174,176],{"id":175},"whats-next","What's next",[11,178,179,180,184],{},"Once you've gathered a few articles on related topics, link them with\n",[139,181,183],{"href":182},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","prerequisites"," so the bot reads them\ntogether and keeps the context.",{"title":186,"searchDepth":187,"depth":187,"links":188},"",2,[189,190,191,192,193,194],{"id":17,"depth":187,"text":18},{"id":51,"depth":187,"text":52},{"id":97,"depth":187,"text":98},{"id":117,"depth":187,"text":118},{"id":154,"depth":187,"text":155},{"id":175,"depth":187,"text":176},"How to write knowledge base articles in the Fibly editor, in visual or source mode.","md","knowledge-base\u002Fmanually-written-article",{},true,3,"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article",{"title":5,"description":195},"help\u002Fknowledge-base\u002Fmanually-written-article","9B79Utsx9t3LaUu00WYCWzSwX1Uv5PPNmcse2NIUfhM",[206,211,214,220,226,231,236,241,246,251,256,261,266,271,276,281,286,291,296,301,306,311,316,321,326,331,336,341,346,351,356,361,366,367,373,378,383,388,393,398,403,407,413,418,423,427,433,438,443,448,454,459,465,471,477,483,489,495,501,507,513,519,525],{"path":207,"title":208,"description":209,"order":210,"key":210},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":212,"title":213,"description":209,"order":210,"key":210},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":215,"title":216,"description":217,"order":218,"key":219},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":221,"title":222,"description":223,"order":224,"key":225},"\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":227,"title":228,"description":229,"order":224,"key":230},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":232,"title":233,"description":234,"order":224,"key":235},"\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":237,"title":238,"description":239,"order":224,"key":240},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":242,"title":243,"description":244,"order":224,"key":245},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":247,"title":248,"description":249,"order":224,"key":250},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":252,"title":253,"description":254,"order":224,"key":255},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":257,"title":258,"description":259,"order":224,"key":260},"\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":262,"title":263,"description":264,"order":224,"key":265},"\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":267,"title":268,"description":269,"order":224,"key":270},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":272,"title":273,"description":274,"order":224,"key":275},"\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":277,"title":278,"description":279,"order":187,"key":280},"\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":282,"title":283,"description":284,"order":187,"key":285},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":287,"title":288,"description":289,"order":187,"key":290},"\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":292,"title":293,"description":294,"order":187,"key":295},"\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":297,"title":298,"description":299,"order":187,"key":300},"\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":302,"title":303,"description":304,"order":187,"key":305},"\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":307,"title":308,"description":309,"order":187,"key":310},"\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":312,"title":313,"description":314,"order":187,"key":315},"\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":317,"title":318,"description":319,"order":187,"key":320},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":322,"title":323,"description":324,"order":187,"key":325},"\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":327,"title":328,"description":329,"order":187,"key":330},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":332,"title":333,"description":334,"order":200,"key":335},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.","conversations\u002Fclosing-a-conversation",{"path":337,"title":338,"description":339,"order":200,"key":340},"\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":342,"title":343,"description":344,"order":200,"key":345},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":347,"title":348,"description":349,"order":200,"key":350},"\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":352,"title":353,"description":354,"order":200,"key":355},"\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":357,"title":358,"description":359,"order":200,"key":360},"\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":362,"title":363,"description":364,"order":200,"key":365},"\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":201,"title":5,"description":195,"order":200,"key":197},{"path":368,"title":369,"description":370,"order":371,"key":372},"\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":374,"title":375,"description":376,"order":371,"key":377},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":379,"title":380,"description":381,"order":371,"key":382},"\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":384,"title":385,"description":386,"order":371,"key":387},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":389,"title":390,"description":391,"order":371,"key":392},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":394,"title":395,"description":396,"order":371,"key":397},"\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":399,"title":400,"description":401,"order":371,"key":402},"\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":141,"title":404,"description":405,"order":371,"key":406},"Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":408,"title":409,"description":410,"order":411,"key":412},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":414,"title":415,"description":416,"order":411,"key":417},"\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":419,"title":420,"description":421,"order":411,"key":422},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":182,"title":424,"description":425,"order":411,"key":426},"Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":428,"title":429,"description":430,"order":431,"key":432},"\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":434,"title":435,"description":436,"order":431,"key":437},"\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":439,"title":440,"description":441,"order":431,"key":442},"\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":444,"title":445,"description":446,"order":431,"key":447},"\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":449,"title":450,"description":451,"order":452,"key":453},"\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":455,"title":456,"description":457,"order":452,"key":458},"\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":460,"title":461,"description":462,"order":463,"key":464},"\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":466,"title":467,"description":468,"order":469,"key":470},"\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":472,"title":473,"description":474,"order":475,"key":476},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":478,"title":479,"description":480,"order":481,"key":482},"\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":484,"title":485,"description":486,"order":487,"key":488},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":490,"title":491,"description":492,"order":493,"key":494},"\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":496,"title":497,"description":498,"order":499,"key":500},"\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":502,"title":503,"description":504,"order":505,"key":506},"\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":508,"title":509,"description":510,"order":511,"key":512},"\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":514,"title":515,"description":516,"order":517,"key":518},"\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":520,"title":521,"description":522,"order":523,"key":524},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":526,"title":527,"description":528,"order":529,"key":530},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441425]