[{"data":1,"prerenderedAt":481},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Flive-support":3,"pomoc-pages:help_en":163},{"id":4,"title":5,"alt":6,"body":7,"description":153,"extension":154,"key":155,"meta":156,"navigation":157,"order":158,"path":159,"seo":160,"stem":161,"__hash__":162},"help_en\u002Fhelp\u002Flive-support\u002Findex.md","Live support","\u002Fpomoc\u002Fwsparcie-na-zywo",{"type":8,"value":9,"toc":144},"minimark",[10,24,29,32,48,51,78,82,88,92,98,104,108,124,128],[11,12,13,14,17,18,23],"p",{},"The ",[15,16,5],"strong",{}," tab is your team's operations center. This is where\nconversations land when a customer has asked to speak to a person, or the\nbot has decided it can't manage on its own (see\n",[19,20,22],"a",{"href":21},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support",").",[25,26,28],"h2",{"id":27},"what-you-see-on-screen","What you see on screen",[11,30,31],{},"The screen is split into two columns:",[33,34,35,42],"ul",{},[36,37,38,41],"li",{},[15,39,40],{},"Waiting",": conversations where the customer is waiting for an agent. For\neach one you can see how long they've been waiting. The timer counts up\nlive.",[36,43,44,47],{},[15,45,46],{},"My conversations",": conversations you've taken over personally and are\ncurrently handling.",[11,49,50],{},"Each conversation card includes:",[33,52,53,56,59,67],{},[36,54,55],{},"the customer's name (if they introduced themselves),",[36,57,58],{},"the last message, so you know what it's about,",[36,60,61,62,66],{},"the waiting time (for example ",[63,64,65],"em",{},"\"Waiting for 4 minutes\"","),",[36,68,69,70,73,74,77],{},"a ",[15,71,72],{},"Take over"," button and an ",[15,75,76],{},"Open"," link to the full conversation view.",[25,79,81],{"id":80},"real-time-updates","Real-time updates",[11,83,84,85,87],{},"The list refreshes every few seconds, so you don't have to reload the page\nto see new conversations. If someone on your team takes over a conversation\nin the meantime, it disappears from the ",[15,86,40],{}," column.",[25,89,91],{"id":90},"email-notifications","Email notifications",[11,93,94,95,97],{},"Once the configured waiting time passes, if no agent takes over the\nconversation, Fibly sends an email with a full summary of the dialogue to\nyour team. Configuration details are in the article\n",[19,96,22],{"href":21},".",[11,99,100,101,103],{},"If you're on duty, keep the ",[15,102,5],{}," tab open in the background. The\nlist refreshes by itself, so new conversations will appear without a manual\nreload.",[25,105,107],{"id":106},"articles-in-this-section","Articles in this section",[33,109,110,117],{},[36,111,112,116],{},[19,113,115],{"href":114},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation",":\nhow to take a conversation over from the bot and what the customer sees\nwhen you do.",[36,118,119,123],{},[19,120,122],{"href":121},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation",": how to\nhand a conversation back to the bot or close it with an outcome.",[25,125,127],{"id":126},"related-sections","Related sections",[33,129,130,137],{},[36,131,132,136],{},[19,133,135],{"href":134},"\u002Fhelp\u002Fconversations","Conversations",": the full list of conversations,\nincluding those resolved by the bot alone.",[36,138,139,143],{},[19,140,142],{"href":141},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents",": how to generate a\ndraft reply based on the knowledge base.",{"title":145,"searchDepth":146,"depth":146,"links":147},"",2,[148,149,150,151,152],{"id":27,"depth":146,"text":28},{"id":80,"depth":146,"text":81},{"id":90,"depth":146,"text":91},{"id":106,"depth":146,"text":107},{"id":126,"depth":146,"text":127},"How to handle conversations waiting for an agent, take them over from the bot, and end them.","md","live-support\u002Findex",{},true,45,"\u002Fhelp\u002Flive-support",{"title":5,"description":153},"help\u002Flive-support\u002Findex","Fx02IkKGMgQULBrsbaJiEJbEVhMFx0WSwq43Do5va9Q",[164,169,172,178,184,189,194,199,204,209,214,217,222,227,232,237,242,247,252,255,260,265,270,275,280,285,291,294,299,304,309,314,319,324,328,333,338,343,348,353,358,363,369,374,379,384,390,395,400,405,411,416,422,428,434,440,444,450,451,457,463,469,475],{"path":165,"title":166,"description":167,"order":168,"key":168},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":170,"title":171,"description":167,"order":168,"key":168},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":173,"title":174,"description":175,"order":176,"key":177},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":179,"title":180,"description":181,"order":182,"key":183},"\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":185,"title":186,"description":187,"order":182,"key":188},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":190,"title":191,"description":192,"order":182,"key":193},"\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":195,"title":196,"description":197,"order":182,"key":198},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":200,"title":201,"description":202,"order":182,"key":203},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":205,"title":206,"description":207,"order":182,"key":208},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":210,"title":211,"description":212,"order":182,"key":213},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":114,"title":115,"description":215,"order":182,"key":216},"How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":218,"title":219,"description":220,"order":182,"key":221},"\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":223,"title":224,"description":225,"order":182,"key":226},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":228,"title":229,"description":230,"order":182,"key":231},"\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":233,"title":234,"description":235,"order":146,"key":236},"\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":238,"title":239,"description":240,"order":146,"key":241},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":243,"title":244,"description":245,"order":146,"key":246},"\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":248,"title":249,"description":250,"order":146,"key":251},"\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":121,"title":122,"description":253,"order":146,"key":254},"How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":256,"title":257,"description":258,"order":146,"key":259},"\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":261,"title":262,"description":263,"order":146,"key":264},"\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":266,"title":267,"description":268,"order":146,"key":269},"\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":271,"title":272,"description":273,"order":146,"key":274},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":276,"title":277,"description":278,"order":146,"key":279},"\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":281,"title":282,"description":283,"order":146,"key":284},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":286,"title":287,"description":288,"order":289,"key":290},"\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":21,"title":22,"description":292,"order":289,"key":293},"How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":295,"title":296,"description":297,"order":289,"key":298},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":300,"title":301,"description":302,"order":289,"key":303},"\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":305,"title":306,"description":307,"order":289,"key":308},"\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":310,"title":311,"description":312,"order":289,"key":313},"\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":315,"title":316,"description":317,"order":289,"key":318},"\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":320,"title":321,"description":322,"order":289,"key":323},"\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":141,"title":142,"description":325,"order":326,"key":327},"How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":329,"title":330,"description":331,"order":326,"key":332},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":334,"title":335,"description":336,"order":326,"key":337},"\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":339,"title":340,"description":341,"order":326,"key":342},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":344,"title":345,"description":346,"order":326,"key":347},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":349,"title":350,"description":351,"order":326,"key":352},"\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":354,"title":355,"description":356,"order":326,"key":357},"\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":359,"title":360,"description":361,"order":326,"key":362},"\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":364,"title":365,"description":366,"order":367,"key":368},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":370,"title":371,"description":372,"order":367,"key":373},"\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":375,"title":376,"description":377,"order":367,"key":378},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":380,"title":381,"description":382,"order":367,"key":383},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":385,"title":386,"description":387,"order":388,"key":389},"\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":391,"title":392,"description":393,"order":388,"key":394},"\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":396,"title":397,"description":398,"order":388,"key":399},"\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":401,"title":402,"description":403,"order":388,"key":404},"\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":406,"title":407,"description":408,"order":409,"key":410},"\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":412,"title":413,"description":414,"order":409,"key":415},"\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":417,"title":418,"description":419,"order":420,"key":421},"\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":423,"title":424,"description":425,"order":426,"key":427},"\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":429,"title":430,"description":431,"order":432,"key":433},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":435,"title":436,"description":437,"order":438,"key":439},"\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":134,"title":135,"description":441,"order":442,"key":443},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":445,"title":446,"description":447,"order":448,"key":449},"\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":159,"title":5,"description":153,"order":158,"key":155},{"path":452,"title":453,"description":454,"order":455,"key":456},"\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":458,"title":459,"description":460,"order":461,"key":462},"\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":464,"title":465,"description":466,"order":467,"key":468},"\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":470,"title":471,"description":472,"order":473,"key":474},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":476,"title":477,"description":478,"order":479,"key":480},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382440664]