[{"data":1,"prerenderedAt":569},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication":3,"pomoc-pages:help_en":244},{"id":4,"title":5,"alt":6,"body":7,"description":231,"extension":232,"key":6,"meta":233,"navigation":234,"order":6,"path":235,"seo":236,"stem":242,"__hash__":243},"help_en\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication.md","Two-factor authentication",null,{"type":8,"value":9,"toc":215},"minimark",[10,14,22,25,30,33,38,69,73,100,103,107,110,114,133,136,156,160,167,184,193,197,202,206],[11,12,13],"p",{},"Two-factor authentication (2FA) adds a second layer of protection to\nyour account. Once enabled, in addition to your password we'll ask you\nfor a one-time code from an app or a tap of your security key when you\nsign in.",[11,15,16,17,21],{},"You enable the feature under ",[18,19,20],"strong",{},"Settings, Security",".",[11,23,24],{},"Fibly supports two methods, which you can enable separately or at the\nsame time. The second method then serves as a backup way to sign in.",[26,27,29],"h2",{"id":28},"method-1-authenticator-app-totp","Method 1: authenticator app (TOTP)",[11,31,32],{},"The most common form of 2FA. It generates six-digit codes in an app on\nyour phone.",[34,35,37],"h3",{"id":36},"apps-that-work","Apps that work",[39,40,41,48,53,59],"ul",{},[42,43,44,47],"li",{},[18,45,46],{},"Google Authenticator"," (iOS, Android)",[42,49,50,47],{},[18,51,52],{},"Microsoft Authenticator",[42,54,55,58],{},[18,56,57],{},"Authy"," (iOS, Android, desktop)",[42,60,61,64,65,68],{},[18,62,63],{},"1Password"," or ",[18,66,67],{},"Bitwarden"," (if you use them as a password\nmanager)",[34,70,72],{"id":71},"how-to-enable-it","How to enable it",[74,75,76,85,88,91,94],"ol",{},[42,77,78,79,81,82,21],{},"Under ",[18,80,20],{},", click ",[18,83,84],{},"Enable authenticator\napp",[42,86,87],{},"Open your chosen app on your phone and select \"Add account\".",[42,89,90],{},"Scan the QR code shown in the Fibly dashboard (or enter the text\ncode manually if your camera isn't working).",[42,92,93],{},"Enter the six-digit code from the app in the dashboard to confirm\neverything works.",[42,95,96,97,21],{},"Click ",[18,98,99],{},"Confirm",[11,101,102],{},"From now on, every time you sign in, the dashboard will ask you for the\ncurrent code from the app after you enter your password.",[26,104,106],{"id":105},"method-2-security-key-webauthn","Method 2: security key (WebAuthn)",[11,108,109],{},"The strongest protection. It requires a physical USB key or a key\nbuilt into your device (e.g. Touch ID on a MacBook, Windows Hello).",[34,111,113],{"id":112},"keys-that-work","Keys that work",[39,115,116,122,127],{},[42,117,118,121],{},[18,119,120],{},"YubiKey"," (5 NFC, 5C, 5C NFC, and newer)",[42,123,124],{},[18,125,126],{},"Google Titan",[42,128,129,132],{},[18,130,131],{},"Apple, Microsoft, and Google keys built into the device"," (Touch\nID, Face ID, Windows Hello)",[34,134,72],{"id":135},"how-to-enable-it-1",[74,137,138,145,148],{},[42,139,78,140,81,142,21],{},[18,141,20],{},[18,143,144],{},"Add security key",[42,146,147],{},"Follow your browser's instructions (insert the USB key and tap it,\nor use biometrics if the key is built in).",[42,149,150,151,155],{},"Give the key a name, e.g. ",[152,153,154],"em",{},"\"Office YubiKey\"",", so you can recognize\nit when you have several.",[26,157,159],{"id":158},"backup-codes","Backup codes",[11,161,162,163,166],{},"After you enable any 2FA method, Fibly will generate ",[18,164,165],{},"backup codes",":\nten one-time codes you can use instead of the app or key if you lose\naccess to your device (e.g. you lose your phone).",[39,168,169,175,181],{},[42,170,171,174],{},[18,172,173],{},"Download"," them and store them in a safe place (a password manager,\nan encrypted file, or a paper copy kept at home).",[42,176,177,178,21],{},"Each code works ",[18,179,180],{},"only once",[42,182,183],{},"Once you've used most of the codes, generate new ones (the previous\nones will be invalidated).",[185,186,187],"blockquote",{},[11,188,189,192],{},[18,190,191],{},"Don't skip this step."," If you lose your phone and don't have backup\ncodes or a security key, the only way to recover your account is to\ncontact our support, which requires additional verification and takes\ntime.",[26,194,196],{"id":195},"disabling-2fa","Disabling 2FA",[11,198,78,199,201],{},[18,200,20],{}," you can disable each method separately. The\noperation requires your current password.",[26,203,205],{"id":204},"whats-next","What's next",[11,207,208,209,214],{},"2FA is the last layer of account security. If you manage an entire\nteam, encourage your colleagues to enable 2FA on their own accounts. In\n",[210,211,213],"a",{"href":212},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","\nyou can see who has an active account.",{"title":216,"searchDepth":217,"depth":217,"links":218},"",2,[219,224,228,229,230],{"id":28,"depth":217,"text":29,"children":220},[221,223],{"id":36,"depth":222,"text":37},3,{"id":71,"depth":222,"text":72},{"id":105,"depth":217,"text":106,"children":225},[226,227],{"id":112,"depth":222,"text":113},{"id":135,"depth":222,"text":72},{"id":158,"depth":217,"text":159},{"id":195,"depth":217,"text":196},{"id":204,"depth":217,"text":205},"[object Object]","md",{},true,"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication",{"title":5,"description":237},{"How to enable a second sign-in step for Fibly":238,"order":239,"key":240,"alt":241},"TOTP app, security key, backup codes.",5,"team-and-account\u002Ftwo-factor-authentication","\u002Fpomoc\u002Fzespol-i-konto\u002Fdwuetapowe-uwierzytelnianie","help\u002Fteam-and-account\u002Ftwo-factor-authentication","Ga7YqWILxplN0TcXN5eqiGqCoUn3odjLHYBLGQka7rE",[245,248,249,255,261,266,271,276,281,286,291,296,299,304,309,314,319,324,329,334,339,344,349,354,359,364,369,374,379,384,389,394,399,404,410,415,420,425,430,435,440,445,450,455,460,465,471,476,481,486,492,497,503,509,515,521,527,533,539,545,551,557,563],{"path":246,"title":247,"description":231,"order":6,"key":6},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details",{"path":235,"title":5,"description":231,"order":6,"key":6},{"path":250,"title":251,"description":252,"order":253,"key":254},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":256,"title":257,"description":258,"order":259,"key":260},"\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":262,"title":263,"description":264,"order":259,"key":265},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":267,"title":268,"description":269,"order":259,"key":270},"\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":272,"title":273,"description":274,"order":259,"key":275},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":277,"title":278,"description":279,"order":259,"key":280},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":282,"title":283,"description":284,"order":259,"key":285},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":287,"title":288,"description":289,"order":259,"key":290},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":292,"title":293,"description":294,"order":259,"key":295},"\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":212,"title":213,"description":297,"order":259,"key":298},"How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":300,"title":301,"description":302,"order":259,"key":303},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":305,"title":306,"description":307,"order":259,"key":308},"\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":310,"title":311,"description":312,"order":217,"key":313},"\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":315,"title":316,"description":317,"order":217,"key":318},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":320,"title":321,"description":322,"order":217,"key":323},"\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":325,"title":326,"description":327,"order":217,"key":328},"\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":330,"title":331,"description":332,"order":217,"key":333},"\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":335,"title":336,"description":337,"order":217,"key":338},"\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":340,"title":341,"description":342,"order":217,"key":343},"\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":345,"title":346,"description":347,"order":217,"key":348},"\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":350,"title":351,"description":352,"order":217,"key":353},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":355,"title":356,"description":357,"order":217,"key":358},"\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":360,"title":361,"description":362,"order":217,"key":363},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":365,"title":366,"description":367,"order":222,"key":368},"\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":370,"title":371,"description":372,"order":222,"key":373},"\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":375,"title":376,"description":377,"order":222,"key":378},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":380,"title":381,"description":382,"order":222,"key":383},"\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":385,"title":386,"description":387,"order":222,"key":388},"\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":390,"title":391,"description":392,"order":222,"key":393},"\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":395,"title":396,"description":397,"order":222,"key":398},"\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":400,"title":401,"description":402,"order":222,"key":403},"\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":405,"title":406,"description":407,"order":408,"key":409},"\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":411,"title":412,"description":413,"order":408,"key":414},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":416,"title":417,"description":418,"order":408,"key":419},"\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":421,"title":422,"description":423,"order":408,"key":424},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":426,"title":427,"description":428,"order":408,"key":429},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":431,"title":432,"description":433,"order":408,"key":434},"\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":436,"title":437,"description":438,"order":408,"key":439},"\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":441,"title":442,"description":443,"order":408,"key":444},"\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":446,"title":447,"description":448,"order":239,"key":449},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.","billing\u002Fchanging-plan",{"path":451,"title":452,"description":453,"order":239,"key":454},"\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":456,"title":457,"description":458,"order":239,"key":459},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":461,"title":462,"description":463,"order":239,"key":464},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":466,"title":467,"description":468,"order":469,"key":470},"\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":472,"title":473,"description":474,"order":469,"key":475},"\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":477,"title":478,"description":479,"order":469,"key":480},"\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":482,"title":483,"description":484,"order":469,"key":485},"\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":487,"title":488,"description":489,"order":490,"key":491},"\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":493,"title":494,"description":495,"order":490,"key":496},"\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":498,"title":499,"description":500,"order":501,"key":502},"\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":504,"title":505,"description":506,"order":507,"key":508},"\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":510,"title":511,"description":512,"order":513,"key":514},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":516,"title":517,"description":518,"order":519,"key":520},"\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":522,"title":523,"description":524,"order":525,"key":526},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":528,"title":529,"description":530,"order":531,"key":532},"\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":534,"title":535,"description":536,"order":537,"key":538},"\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":540,"title":541,"description":542,"order":543,"key":544},"\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":546,"title":547,"description":548,"order":549,"key":550},"\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":552,"title":553,"description":554,"order":555,"key":556},"\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":558,"title":559,"description":560,"order":561,"key":562},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":564,"title":565,"description":566,"order":567,"key":568},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382442566]