[{"data":1,"prerenderedAt":466},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles":3,"pomoc-pages:help_en":139},{"id":4,"title":5,"alt":6,"body":7,"description":129,"extension":130,"key":131,"meta":132,"navigation":133,"order":134,"path":135,"seo":136,"stem":137,"__hash__":138},"help_en\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles.md","Pinning articles","\u002Fpomoc\u002Fbaza-wiedzy\u002Fprzypinanie-artykulow",{"type":8,"value":9,"toc":119},"minimark",[10,19,24,31,35,42,46,63,67,70,91,95,106,110],[11,12,13,14,18],"p",{},"Pinned articles are ",[15,16,17],"strong",{},"entries the bot reads in every conversation",",\nregardless of the customer's question. Use them for content that forms the\nfoundation of your offering: a short brand description, key rules,\navailability information.",[20,21,23],"h2",{"id":22},"limit","Limit",[11,25,26,27,30],{},"You can pin ",[15,28,29],{},"a maximum of 3 articles"," per account. The limit is\ndeliberate: if the bot had to read dozens of long texts with every\nmessage, it would run slowly and lose context.",[20,32,34],{"id":33},"length-limit-for-a-pinned-article","Length limit for a pinned article",[11,36,37,38,41],{},"The content of a pinned article can't exceed ",[15,39,40],{},"1,500 characters",", roughly\none A4 page. If an article is longer, trim it down to the most essential\ninformation or don't pin it.",[20,43,45],{"id":44},"how-to-pin-an-article","How to pin an article",[47,48,49,57,60],"ol",{},[50,51,52,53,56],"li",{},"Open the article in the ",[15,54,55],{},"Documentation"," tab.",[50,58,59],{},"Click the pin icon in the top right corner.",[50,61,62],{},"Confirm if you've reached the limit of three pins and want to free up\na slot.",[20,64,66],{"id":65},"what-to-pin","What to pin",[11,68,69],{},"The best candidates:",[71,72,73,79,85],"ul",{},[50,74,75,78],{},[15,76,77],{},"A short description of your brand and tone",": a one- or two-sentence\nprofile of the company. It helps the bot stay in your style.",[50,80,81,84],{},[15,82,83],{},"Your most important rules",": e.g. \"free delivery over 200 PLN\",\n\"returns within 30 days\", \"we only serve customers in Poland\".",[50,86,87,90],{},[15,88,89],{},"A currently running promotion or campaign",": pin it for the duration\nand unpin it once it ends.",[20,92,94],{"id":93},"what-not-to-pin","What not to pin",[71,96,97,100,103],{},[50,98,99],{},"long terms and conditions (they'll exceed the character limit),",[50,101,102],{},"niche topics (better to let the bot reach for them only when needed),",[50,104,105],{},"content that changes often, if you won't remember to update it.",[20,107,109],{"id":108},"whats-next","What's next",[11,111,112,113,118],{},"Once your pins are set, link related articles with\n",[114,115,117],"a",{"href":116},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","prerequisites",".",{"title":120,"searchDepth":121,"depth":121,"links":122},"",2,[123,124,125,126,127,128],{"id":22,"depth":121,"text":23},{"id":33,"depth":121,"text":34},{"id":44,"depth":121,"text":45},{"id":65,"depth":121,"text":66},{"id":93,"depth":121,"text":94},{"id":108,"depth":121,"text":109},"How to choose up to three key articles that your Fibly bot reads before every answer.","md","knowledge-base\u002Fpinning-articles",{},true,4,"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles",{"title":5,"description":129},"help\u002Fknowledge-base\u002Fpinning-articles","k6sysnNU8zUTDdTyvOVXyt2tmiBr6sFUMkUaxy2ZHkM",[140,145,148,154,160,165,170,175,180,185,190,195,200,205,210,215,220,225,230,235,240,245,250,255,260,265,271,276,281,286,291,296,301,306,311,316,321,326,331,336,341,342,348,353,358,362,368,373,378,383,389,394,400,406,412,418,424,430,436,442,448,454,460],{"path":141,"title":142,"description":143,"order":144,"key":144},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":146,"title":147,"description":143,"order":144,"key":144},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":149,"title":150,"description":151,"order":152,"key":153},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":155,"title":156,"description":157,"order":158,"key":159},"\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":161,"title":162,"description":163,"order":158,"key":164},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":166,"title":167,"description":168,"order":158,"key":169},"\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":171,"title":172,"description":173,"order":158,"key":174},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":176,"title":177,"description":178,"order":158,"key":179},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":181,"title":182,"description":183,"order":158,"key":184},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":186,"title":187,"description":188,"order":158,"key":189},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":191,"title":192,"description":193,"order":158,"key":194},"\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":196,"title":197,"description":198,"order":158,"key":199},"\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":201,"title":202,"description":203,"order":158,"key":204},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":206,"title":207,"description":208,"order":158,"key":209},"\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":211,"title":212,"description":213,"order":121,"key":214},"\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":216,"title":217,"description":218,"order":121,"key":219},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":221,"title":222,"description":223,"order":121,"key":224},"\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":226,"title":227,"description":228,"order":121,"key":229},"\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":231,"title":232,"description":233,"order":121,"key":234},"\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":236,"title":237,"description":238,"order":121,"key":239},"\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":241,"title":242,"description":243,"order":121,"key":244},"\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":246,"title":247,"description":248,"order":121,"key":249},"\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":251,"title":252,"description":253,"order":121,"key":254},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":256,"title":257,"description":258,"order":121,"key":259},"\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":261,"title":262,"description":263,"order":121,"key":264},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":266,"title":267,"description":268,"order":269,"key":270},"\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":272,"title":273,"description":274,"order":269,"key":275},"\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":277,"title":278,"description":279,"order":269,"key":280},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":282,"title":283,"description":284,"order":269,"key":285},"\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":287,"title":288,"description":289,"order":269,"key":290},"\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":292,"title":293,"description":294,"order":269,"key":295},"\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":297,"title":298,"description":299,"order":269,"key":300},"\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":302,"title":303,"description":304,"order":269,"key":305},"\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":307,"title":308,"description":309,"order":134,"key":310},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.","conversations\u002Fai-assist",{"path":312,"title":313,"description":314,"order":134,"key":315},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":317,"title":318,"description":319,"order":134,"key":320},"\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":322,"title":323,"description":324,"order":134,"key":325},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":327,"title":328,"description":329,"order":134,"key":330},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":332,"title":333,"description":334,"order":134,"key":335},"\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":337,"title":338,"description":339,"order":134,"key":340},"\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":135,"title":5,"description":129,"order":134,"key":131},{"path":343,"title":344,"description":345,"order":346,"key":347},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":349,"title":350,"description":351,"order":346,"key":352},"\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":354,"title":355,"description":356,"order":346,"key":357},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":116,"title":359,"description":360,"order":346,"key":361},"Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":363,"title":364,"description":365,"order":366,"key":367},"\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":369,"title":370,"description":371,"order":366,"key":372},"\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":374,"title":375,"description":376,"order":366,"key":377},"\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":379,"title":380,"description":381,"order":366,"key":382},"\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":384,"title":385,"description":386,"order":387,"key":388},"\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":390,"title":391,"description":392,"order":387,"key":393},"\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":395,"title":396,"description":397,"order":398,"key":399},"\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":401,"title":402,"description":403,"order":404,"key":405},"\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":407,"title":408,"description":409,"order":410,"key":411},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":413,"title":414,"description":415,"order":416,"key":417},"\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":419,"title":420,"description":421,"order":422,"key":423},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":425,"title":426,"description":427,"order":428,"key":429},"\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":431,"title":432,"description":433,"order":434,"key":435},"\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":437,"title":438,"description":439,"order":440,"key":441},"\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":443,"title":444,"description":445,"order":446,"key":447},"\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":449,"title":450,"description":451,"order":452,"key":453},"\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":455,"title":456,"description":457,"order":458,"key":459},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":461,"title":462,"description":463,"order":464,"key":465},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441556]