In short: Each chatbot has a settings screen that decides its name and language, which keyword starts it, which customers it runs on, and when it resets. If a bot does not start or customers get stuck, check here first. Open it with Settings in the canvas bottom toolbar.
What each section does
- Chatbot details: an internal name (customers don’t see it), business name, language and a description for your team. Use a clear name like “Website leads [EN]”. Build one bot per language.
- Trigger keyword: the word that starts the bot. It must match the customer’s whole message (case and extra spaces are ignored). Click + to add synonyms. Two bots can’t share a keyword.
- Navigation words: words for going back one step, returning to the start, or reaching a human agent. They are empty by default. “back”, “main” and “agent” are only grey examples, so type your own words in.
- Targeting: run the bot for customers from selected lists, or for specific customers (good for testing). To run a bot for everyone, use Activate the bot for all customers on the chatbots list page.
- Reset rules: see below.
Reset rules
- Reset message: sent when the bot starts over. Don’t leave it empty, or customers think the bot broke.
- Invalid message reply: sent when the customer types something the current step doesn’t expect. Say what to type.
- Timer: hours since the customer’s last message before the bot goes back to the start. Default 12. Keep it under 24, because the bot can only send free-form messages inside the 24-hour window.
- Number of attempts: how many invalid messages before a reset. 4 or 5 works well.
Put the bot live
- Click Save on the settings screen.
- Build at least the main step on the canvas.
- Click the activate button in the canvas bottom toolbar. The icon turns from red to green.
- Check that Service status is on, on the chatbots list page.
Common questions
The bot does not start when the keyword is typed
The customer must send only the keyword. Also check that the bot is active and that the customer is in its targeting.
Customers type “back” and nothing happens
Navigation words are empty until you add them. Type the words in the settings and make sure your bot messages mention the same words.
The bot resets customers on every typo
Raise the number of attempts and write a clearer invalid message reply.
Can I target all customers here?
No. Set a default bot for all customers on the chatbots list page instead.