[{"data":1,"prerenderedAt":557},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support":3,"pomoc-pages:help_en":238},{"id":4,"title":5,"alt":6,"body":7,"description":228,"extension":229,"key":230,"meta":231,"navigation":232,"order":233,"path":234,"seo":235,"stem":236,"__hash__":237},"help_en\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support.md","Conversation not appearing in Live support","\u002Fpomoc\u002Frozwiazywanie-problemow\u002Frozmowa-nie-w-wsparciu-na-zywo",{"type":8,"value":9,"toc":217},"minimark",[10,20,25,38,58,62,68,94,98,113,133,137,143,158,162,165,184,188,195,205,209],[11,12,13,14,19],"p",{},"If a customer asked to speak to an agent in the chat but you don't see\nthe conversation in the ",[15,16,18],"a",{"href":17},"\u002Fhelp\u002Flive-support","Live support"," section, the\ncause usually lies in one of three things: the configuration, a refresh\ndelay, or the status of the conversation itself.",[21,22,24],"h2",{"id":23},"_1-check-that-human-support-is-enabled","1. Check that human support is enabled",[11,26,27,28,32,33,37],{},"In ",[15,29,31],{"href":30},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Bot configuration, Human support",",\ncheck the ",[34,35,36],"strong",{},"Enable human support"," toggle.",[39,40,41,48],"ul",{},[42,43,44,47],"li",{},[34,45,46],{},"Enabled",": conversations with a request for a human appear in the\nLive support queue.",[42,49,50,53,54,57],{},[34,51,52],{},"Disabled",": the bot sends a summary email immediately, ",[34,55,56],{},"without\nappearing in the dashboard queue",". If you expect the conversation to\nbe available for takeover in the dashboard, enable this option.",[21,59,61],{"id":60},"_2-check-the-list-refresh","2. Check the list refresh",[11,63,64,65,67],{},"The list in ",[34,66,18],{}," refreshes automatically, but if you've had\nthe tab open for a long time, it's sometimes worth forcing a manual\nrefresh:",[39,69,70,88],{},[42,71,72,73,77,78,81,82,77,85,87],{},"Press ",[74,75,76],"kbd",{},"Ctrl"," + ",[74,79,80],{},"R"," (Windows \u002F Linux) or\n",[74,83,84],{},"Cmd",[74,86,80],{}," (macOS).",[42,89,90,91,93],{},"Or switch to another tab and come back to ",[34,92,18],{},".",[21,95,97],{"id":96},"_3-check-whether-someone-already-took-over-the-conversation","3. Check whether someone already took over the conversation",[11,99,100,101,104,105,108,109,112],{},"If someone on your team clicked ",[34,102,103],{},"Take over"," earlier, the conversation\nmoved from the ",[34,106,107],{},"Waiting"," column to that person's ",[34,110,111],{},"My conversations","\ncolumn. Check:",[39,114,115,121],{},[42,116,117,118,120],{},"your own ",[34,119,111],{},", if you were the one who clicked,",[42,122,123,124,128,129,132],{},"the full list in the ",[15,125,127],{"href":126},"\u002Fhelp\u002Fconversations","Conversations"," tab with\nthe ",[34,130,131],{},"Active"," filter, where you'll see all active conversations along\nwith the assigned agent.",[21,134,136],{"id":135},"_4-check-whether-the-conversation-was-closed","4. Check whether the conversation was closed",[11,138,139,140,142],{},"If the customer asked for a human but then wrote something the bot could\nhandle on its own, the conversation may have returned to automated mode.\nOpen the specific conversation from\n",[15,141,127],{"href":126}," and check the system messages:",[39,144,145,152],{},[42,146,147,148,151],{},"if you see ",[34,149,150],{},"Customer requested to speak to a human"," but there's no\nentry about a closure, the conversation should still be in the queue,",[42,153,147,154,157],{},[34,155,156],{},"Bot replied"," after the customer's request, it means the\ncustomer changed their mind or the bot interpreted the context\ndifferently.",[21,159,161],{"id":160},"_5-check-whether-the-bot-decided-it-could-help","5. Check whether the bot decided it could help",[11,163,164],{},"In some situations, a bot that receives a question after an earlier\nrequest for a human will try to answer on its own if it's confident.\nIf the behavior is surprising:",[39,166,167,170,173,176],{},[42,168,169],{},"open the conversation,",[42,171,172],{},"check the bot's answer confidence,",[42,174,175],{},"if it's high, the bot probably made the right call,",[42,177,178,179,183],{},"if it's low, add or fix articles in the\n",[15,180,182],{"href":181},"\u002Fhelp\u002Fknowledge-base","knowledge base"," so the bot understands the\ncontext more accurately.",[21,185,187],{"id":186},"_6-check-whether-youve-run-out-of-ai-credits","6. Check whether you've run out of AI credits",[11,189,190,191,93],{},"Once the full pool of AI credits is exhausted, the bot stops generating\nits own answers and goes straight to escalation. Check\n",[15,192,194],{"href":193},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage",[11,196,197,198,201,202,204],{},"In this scenario, escalation works according to the ",[34,199,200],{},"Human support","\nsetting: the conversation appears in ",[34,203,18],{}," if support is\nenabled. If the conversation still doesn't reach the queue, check\npoint 1 again.",[21,206,208],{"id":207},"when-to-write-to-us","When to write to us",[11,210,211,212,216],{},"If the conversation still doesn't appear in the queue even though all\nthe points above are set up correctly, write to us at\n",[15,213,215],{"href":214},"mailto:kontakt@fibly.pl","kontakt@fibly.pl"," with a link to the specific\nconversation in the dashboard. We'll check the logs and find out where\nthe escalation stopped.",{"title":218,"searchDepth":219,"depth":219,"links":220},"",2,[221,222,223,224,225,226,227],{"id":23,"depth":219,"text":24},{"id":60,"depth":219,"text":61},{"id":96,"depth":219,"text":97},{"id":135,"depth":219,"text":136},{"id":160,"depth":219,"text":161},{"id":186,"depth":219,"text":187},{"id":207,"depth":219,"text":208},"Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","md","troubleshooting\u002Fconversation-not-in-live-support",{},true,5,"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support",{"title":5,"description":228},"help\u002Ftroubleshooting\u002Fconversation-not-in-live-support","-o2INheOykgt6oeqaSUjVOL2f9_CaeAb1K0VyJ2h6xs",[239,244,247,253,259,264,269,274,279,284,289,294,299,304,309,314,319,322,327,332,337,342,347,352,357,362,368,371,376,381,386,391,396,401,407,412,417,422,427,432,437,442,447,448,453,458,464,469,474,479,485,490,496,502,508,513,517,523,527,533,539,545,551],{"path":240,"title":241,"description":242,"order":243,"key":243},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":245,"title":246,"description":242,"order":243,"key":243},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":248,"title":249,"description":250,"order":251,"key":252},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":254,"title":255,"description":256,"order":257,"key":258},"\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":260,"title":261,"description":262,"order":257,"key":263},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":265,"title":266,"description":267,"order":257,"key":268},"\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":270,"title":271,"description":272,"order":257,"key":273},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":275,"title":276,"description":277,"order":257,"key":278},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":280,"title":281,"description":282,"order":257,"key":283},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":285,"title":286,"description":287,"order":257,"key":288},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":290,"title":291,"description":292,"order":257,"key":293},"\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":295,"title":296,"description":297,"order":257,"key":298},"\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":300,"title":301,"description":302,"order":257,"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":257,"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":219,"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":219,"key":318},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":193,"title":194,"description":320,"order":219,"key":321},"What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":323,"title":324,"description":325,"order":219,"key":326},"\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":328,"title":329,"description":330,"order":219,"key":331},"\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":333,"title":334,"description":335,"order":219,"key":336},"\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":338,"title":339,"description":340,"order":219,"key":341},"\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":343,"title":344,"description":345,"order":219,"key":346},"\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":348,"title":349,"description":350,"order":219,"key":351},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":353,"title":354,"description":355,"order":219,"key":356},"\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":358,"title":359,"description":360,"order":219,"key":361},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":363,"title":364,"description":365,"order":366,"key":367},"\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":30,"title":200,"description":369,"order":366,"key":370},"How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":372,"title":373,"description":374,"order":366,"key":375},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":377,"title":378,"description":379,"order":366,"key":380},"\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":382,"title":383,"description":384,"order":366,"key":385},"\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":387,"title":388,"description":389,"order":366,"key":390},"\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":392,"title":393,"description":394,"order":366,"key":395},"\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":397,"title":398,"description":399,"order":366,"key":400},"\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":402,"title":403,"description":404,"order":405,"key":406},"\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":408,"title":409,"description":410,"order":405,"key":411},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":413,"title":414,"description":415,"order":405,"key":416},"\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":418,"title":419,"description":420,"order":405,"key":421},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":423,"title":424,"description":425,"order":405,"key":426},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":428,"title":429,"description":430,"order":405,"key":431},"\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":433,"title":434,"description":435,"order":405,"key":436},"\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":438,"title":439,"description":440,"order":405,"key":441},"\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":443,"title":444,"description":445,"order":233,"key":446},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.","billing\u002Fchanging-plan",{"path":234,"title":5,"description":228,"order":233,"key":230},{"path":449,"title":450,"description":451,"order":233,"key":452},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":454,"title":455,"description":456,"order":233,"key":457},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":459,"title":460,"description":461,"order":462,"key":463},"\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":465,"title":466,"description":467,"order":462,"key":468},"\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":470,"title":471,"description":472,"order":462,"key":473},"\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":475,"title":476,"description":477,"order":462,"key":478},"\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":480,"title":481,"description":482,"order":483,"key":484},"\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":486,"title":487,"description":488,"order":483,"key":489},"\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":491,"title":492,"description":493,"order":494,"key":495},"\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":497,"title":498,"description":499,"order":500,"key":501},"\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":503,"title":504,"description":505,"order":506,"key":507},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":181,"title":509,"description":510,"order":511,"key":512},"Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":126,"title":127,"description":514,"order":515,"key":516},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":518,"title":519,"description":520,"order":521,"key":522},"\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":17,"title":18,"description":524,"order":525,"key":526},"How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":528,"title":529,"description":530,"order":531,"key":532},"\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":534,"title":535,"description":536,"order":537,"key":538},"\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":540,"title":541,"description":542,"order":543,"key":544},"\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":546,"title":547,"description":548,"order":549,"key":550},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":552,"title":553,"description":554,"order":555,"key":556},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382442897]