Robot instructions
Instructions shape how your robot talks, whatever it knows. Open your robot and go to Config. The page is called Bot behavior and has three tabs: Profile & instructions, Bot behavior and Conversation closing. The instructions are on the first one.
Activation and profile
- Bot Activation: the Active switch turns the robot’s automatic AI answers on or off.
- Upload bot photo and Bot display name: the photo (up to 8 MB; PNG, JPEG or JPG) and the name the robot shows.
Bot information
The prompt
The prompt is where you describe how the robot should behave: its tone, what it should and shouldn’t talk about, and how to handle questions it can’t answer. Start from a template, a store template, a company template or the default User prompt, and edit it to fit your business.
Click Save Settings when you’re done, then check the result in Train → Chatbot Test.
Bot behavior
The Bot behavior tab sets when the robot answers and what visitors are told around a handover to a person.
- AI responses: switch the AI’s answers on or off, choose When should it start? (From the first message, or If no operator replies, with Wait for an operator (minutes)) and When should it answer? (Always, Online only or Offline only).
- Operator referral message: sent to the visitor when the chat is handed to an operator.
- Offline message: sent to the visitor outside working hours. Edit working hours takes you there.
- Response delay: sent if no operator replies within the time you set (Send after (seconds)).
Each message has its own switch and a Message text field. Click Save Info when you are done.
To close idle conversations automatically, see Auto-close conversations.