[{"data":1,"prerenderedAt":526},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Flive-support\u002Fending-a-conversation":3,"pomoc-pages:help_en":205},{"id":4,"title":5,"alt":6,"body":7,"description":196,"extension":197,"key":198,"meta":199,"navigation":200,"order":184,"path":201,"seo":202,"stem":203,"__hash__":204},"help_en\u002Fhelp\u002Flive-support\u002Fending-a-conversation.md","Ending a conversation","\u002Fpomoc\u002Fwsparcie-na-zywo\u002Fkonczenie-rozmowy",{"type":8,"value":9,"toc":182},"minimark",[10,23,28,31,44,49,62,69,73,75,86,90,111,118,122,125,139,143,154,171,175],[11,12,13,14,18,19,22],"p",{},"When you've finished talking with the customer, you need to decide what to\ndo with the conversation. You have two options: ",[15,16,17],"strong",{},"hand it back"," to the bot\nor ",[15,20,21],{},"close"," it with an outcome.",[24,25,27],"h2",{"id":26},"handing-a-conversation-back-to-the-bot","Handing a conversation back to the bot",[11,29,30],{},"Choose this option when:",[32,33,34,38,41],"ul",{},[35,36,37],"li",{},"the customer has more questions, but standard ones the bot can certainly\nanswer on its own,",[35,39,40],{},"you need to step away from the computer and continuing the conversation no\nlonger requires your presence,",[35,42,43],{},"you took over the conversation by mistake and want to return it to\nautomated handling.",[45,46,48],"h3",{"id":47},"how-to-hand-it-back","How to hand it back",[50,51,52,59],"ol",{},[35,53,54,55,58],{},"In the open conversation view, click ",[15,56,57],{},"Hand back conversation"," (the icon\non the right side of the top bar).",[35,60,61],{},"The bot immediately returns to handling it and answers the customer's\nnext messages.",[11,63,64,65,68],{},"A system note will appear in the history: ",[15,66,67],{},"\"{Your name} left the\nconversation\"",". The customer won't see any extra message, but if they send\nanother message they'll get a reply from the bot, not from you.",[24,70,72],{"id":71},"closing-a-conversation","Closing a conversation",[11,74,30],{},[32,76,77,80,83],{},[35,78,79],{},"the customer got everything they needed and won't come back,",[35,81,82],{},"the conversation no longer requires any further handling (human or bot),",[35,84,85],{},"you want to archive the conversation with a specific outcome.",[45,87,89],{"id":88},"how-to-close-it","How to close it",[50,91,92,98,108],{},[35,93,54,94,97],{},[15,95,96],{},"Close conversation",".",[35,99,100,101,104,105,97],{},"In the dialog box, select ",[15,102,103],{},"Resolved"," or ",[15,106,107],{},"Not resolved",[35,109,110],{},"Confirm your choice.",[11,112,113,114,97],{},"You'll find a full description of the statuses and their effect on\nstatistics in the article\n",[115,116,72],"a",{"href":117},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation",[24,119,121],{"id":120},"which-to-choose","Which to choose",[11,123,124],{},"Rule of thumb:",[32,126,127,133],{},[35,128,129,132],{},[15,130,131],{},"Hand back"," when you expect the customer to ask something else and the\nbot will be enough.",[35,134,135,138],{},[15,136,137],{},"Close"," when the conversation is over, the customer has gone, or they've\nreceived a final answer.",[24,140,142],{"id":141},"after-ending","After ending",[11,144,145,146,149,150,153],{},"The conversation disappears from the ",[15,147,148],{},"My conversations"," column in the\n",[15,151,152],{},"Live support"," tab:",[32,155,156,163],{},[35,157,158,159,162],{},"After handing it back, it returns to the general bot pool. It will reappear\nin ",[15,160,161],{},"Waiting"," only if the customer asks to speak to a person again in the\nfuture.",[35,164,165,166,170],{},"After closing, it goes to the history in the\n",[115,167,169],{"href":168},"\u002Fhelp\u002Fconversations","Conversations"," tab with the status you chose.",[24,172,174],{"id":173},"whats-next","What's next",[11,176,177,178,97],{},"If you want to speed up handling future conversations, check out\n",[115,179,181],{"href":180},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents",{"title":183,"searchDepth":184,"depth":184,"links":185},"",2,[186,190,193,194,195],{"id":26,"depth":184,"text":27,"children":187},[188],{"id":47,"depth":189,"text":48},3,{"id":71,"depth":184,"text":72,"children":191},[192],{"id":88,"depth":189,"text":89},{"id":120,"depth":184,"text":121},{"id":141,"depth":184,"text":142},{"id":173,"depth":184,"text":174},"How to hand a conversation back to the bot or close it with a resolution outcome.","md","live-support\u002Fending-a-conversation",{},true,"\u002Fhelp\u002Flive-support\u002Fending-a-conversation",{"title":5,"description":196},"help\u002Flive-support\u002Fending-a-conversation","Px1MikeJY8tHNfVtdZ6o4O-QIUgnHk10SVIvfWdG6WA",[206,211,214,220,226,231,236,241,246,251,256,261,266,271,276,281,286,291,296,297,302,307,312,317,322,327,330,335,340,345,350,355,360,365,369,374,379,384,389,394,399,404,410,415,420,425,431,436,441,446,452,457,463,469,475,481,485,491,496,502,508,514,520],{"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":184,"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":184,"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":184,"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":184,"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":201,"title":5,"description":196,"order":184,"key":198},{"path":298,"title":299,"description":300,"order":184,"key":301},"\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":303,"title":304,"description":305,"order":184,"key":306},"\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":308,"title":309,"description":310,"order":184,"key":311},"\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":313,"title":314,"description":315,"order":184,"key":316},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":318,"title":319,"description":320,"order":184,"key":321},"\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":323,"title":324,"description":325,"order":184,"key":326},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":117,"title":72,"description":328,"order":189,"key":329},"How to mark finished conversations as resolved or unresolved, and why it matters.","conversations\u002Fclosing-a-conversation",{"path":331,"title":332,"description":333,"order":189,"key":334},"\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":336,"title":337,"description":338,"order":189,"key":339},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":341,"title":342,"description":343,"order":189,"key":344},"\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":346,"title":347,"description":348,"order":189,"key":349},"\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":351,"title":352,"description":353,"order":189,"key":354},"\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":356,"title":357,"description":358,"order":189,"key":359},"\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":361,"title":362,"description":363,"order":189,"key":364},"\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":180,"title":181,"description":366,"order":367,"key":368},"How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":370,"title":371,"description":372,"order":367,"key":373},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":375,"title":376,"description":377,"order":367,"key":378},"\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":380,"title":381,"description":382,"order":367,"key":383},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":385,"title":386,"description":387,"order":367,"key":388},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":390,"title":391,"description":392,"order":367,"key":393},"\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":395,"title":396,"description":397,"order":367,"key":398},"\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":400,"title":401,"description":402,"order":367,"key":403},"\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":405,"title":406,"description":407,"order":408,"key":409},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":411,"title":412,"description":413,"order":408,"key":414},"\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":416,"title":417,"description":418,"order":408,"key":419},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":421,"title":422,"description":423,"order":408,"key":424},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":426,"title":427,"description":428,"order":429,"key":430},"\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":432,"title":433,"description":434,"order":429,"key":435},"\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":437,"title":438,"description":439,"order":429,"key":440},"\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":442,"title":443,"description":444,"order":429,"key":445},"\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":447,"title":448,"description":449,"order":450,"key":451},"\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":453,"title":454,"description":455,"order":450,"key":456},"\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":458,"title":459,"description":460,"order":461,"key":462},"\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":464,"title":465,"description":466,"order":467,"key":468},"\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":470,"title":471,"description":472,"order":473,"key":474},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":476,"title":477,"description":478,"order":479,"key":480},"\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":168,"title":169,"description":482,"order":483,"key":484},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":486,"title":487,"description":488,"order":489,"key":490},"\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":492,"title":152,"description":493,"order":494,"key":495},"\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":497,"title":498,"description":499,"order":500,"key":501},"\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":503,"title":504,"description":505,"order":506,"key":507},"\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":509,"title":510,"description":511,"order":512,"key":513},"\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":515,"title":516,"description":517,"order":518,"key":519},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":521,"title":522,"description":523,"order":524,"key":525},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441975]