Your comprehensive resource for building, customizing, and optimizing chatbots across all channels
Introduction #
Welcome to the complete FAQ guide for our Chatbot Builder platform. Whether you’re just getting started or looking to advanced your chatbot’s capabilities, this comprehensive resource provides detailed answers to all your questions about building, customizing, and managing intelligent conversational experiences.
This guide covers everything you need to know to create professional chatbots that engage customers across multiple channels, collect valuable data, and integrate seamlessly with your existing business systems. From basic setup to advanced integrations, you’ll find step-by-step guidance and best practices for maximizing your chatbot’s effectiveness.
What You’ll Find in This Guide #
A. Channel Integration & Customization: Learn how to connect your chatbot to popular platforms including WhatsApp, Facebook Messenger, Telegram, Instagram, and your website. Discover how to customize every aspect of your chatbot’s appearance, from welcome screens and chat bubbles to themes, fonts, and branding elements.
B. Configuration & Integrations: Master the setup of live agent handoffs, Zapier automations, and custom user attributes. Understand how to seamlessly transfer conversations to human agents and integrate your chatbot with thousands of external applications.
C. Actions & Goals Setup: Explore pre-built goal templates for sales, customer support, healthcare, and HR use cases. Learn how to configure specific actions like data collection, web searches, email automation, and API integrations to achieve your business objectives.
D. Advanced Features: Dive deep into trigger configurations, conditional logic, custom prompts, and workflow optimization. Understand how to create sophisticated conversation flows that adapt to user needs and business requirements.
How to Use This Guide #
Each section is organized with clear navigation paths showing exactly where to find features in the platform. Questions are grouped by functionality and include practical examples, configuration steps, and troubleshooting guidance. Use the section headers to jump directly to topics relevant to your current needs, or read through comprehensively for complete platform mastery.
Whether you’re configuring your first chatbot or optimizing an existing deployment, this guide provides the detailed information you need to create exceptional conversational experiences that drive real business results.
Frequently Asked Questions #
Q: What AI models are available in ChatBot Builder?
Answer: ChatBot Builder offers a variety of AI models including:
Google:
- Google Gemini 2.5 Pro
- Google Gemini 2.5 Flash
- Google Gemini 2.0 Flash
- Google Gemini 2.0 Flash Lite
Anthropic:
- Anthropic Claude 4 Sonnet
- Anthropic Claude 3.7 Sonnet
- Anthropic Claude 3.5 Sonnet
- Anthropic Claude 3.5 Haiku
OpenAI:
- OpenAI GPT 4.1
- OpenAI GPT 4.1 mini
- OpenAI GPT 4.1 Nano
- OpenAI GPT 4o
- OpenAI GPT 4o Mini
X:
- X Grok 3
- X Grok 3 Fast
- X Grok 3 Mini
- X Grok 3 Mini Fast
Others:
- DeepSeek Chat V3
- Moonshot Kimi K2
Q: How do I select an AI model for my bot?
Answer: Once you are in Bot Editor, under Build tab navigate to the AI Settings section in the sidebar, and click on the AI Model dropdown menu, select your preferred model from the list, and click on Publish to save the changes. .
Q: What is the AI Prompt feature?
Answer: The AI Prompt feature allows you to customize how your bot responds by providing specific instructions or prompting the AI model. This helps shape the bot’s personality, expertise, and behavior when interacting with users. We have a default set of agentic prompts that you can opt for, or can write your customized prompt as well.
Q: How can I enhance the AI prompt?
Answer: Click the Enhance Prompt button in the AI PROMPT section. This auto enhances your bot’s prompt, and you can test the prompt by clicking on Publish and then accessing the bot. You can write your own prompt as well using Custom Prompt.
Q: What are the different prompt roles available?
Answer: Available roles include AI agent (general-purpose), Customer support agent (specialized in customer inquiries), Sales agent (focused on product info and sales), Language tutor (helps users learn languages), Coding expert (programming and technical questions), Logic jump (complex decision trees), and Custom (create your own prompt).
Q: How do I select a prompt role?
Answer: In the AI Settings sub tab present under Build tab, scroll down to the Modify The Prompt section, click on any role button (e.g., “AI agent”, “Customer support agent”). This loads a pre-defined prompt template that you can further enhance.
Q: Can I create a custom prompt?
Answer: Yes. You can click the “Custom prompt to write your own instructions in the prompt text area.
Q: What makes a good AI prompt?
Answer: Effective prompts include a clear bot role description, specific knowledge focus areas, tone/style guidelines, instructions for handling question types, and defined limitations or boundaries.
Q: How do I configure basic bot settings?
Answer: Navigate to Bot Setup in the sidebar to set bot name, language, usage limits, reply length, bot tone, welcome message, and descriptions. Each setting helps customize how your bot functions and communicates.
Q: What usage limits can I set?
Answer: You can set message limits per hour: 25, 50, 100, or 200 messages per hour using the dropdown in the Usage Limit section.
Q: How do I set the bot’s response length?
Answer: Use the Reply Length dropdown with options: Short (25 words), Medium (50 words), or Long (100 words).
Q: Can I customize the bot’s tone?
Answer: Yes, use the Bot Tone dropdown with options: Friendly, Professional, Informative, Apologetic, Appreciative, or Assertive.
Q: How do I set up the welcome message?
Answer: Enter your desired greeting in the Welcome Message field. You can customize this to match your brand voice.
Q: What is the Fallback Scenario field used for?
Answer: This field lets you specify how the bot should respond when a user’s question is out of context or cannot be answered based on training data.
Q: What should I include in the Bot & User Description field?
Answer: Define the bot persona and user attributes for your chatbot. This helps establish the bot’s identity and understand user types for more tailored conversations.
Q: What is the Cookies Usage Notification feature?
Answer: The Cookies Usage Notification feature displays an accept cookies notification to users when they visit your bot. Users will see an “Accept Cookies notification on their bot” that helps ensure GDPR compliance by informing visitors about cookie usage.
Q: How do I configure the Privacy Policy Label and Link?
Answer: In the GDPR settings, you can customize the Privacy Policy Label text (shown as “Privacy Policy” by default) and add your Privacy Policy Text and Link. For example, you can set the link to “https://chatbotbuilder.net/privacy-policy/” and customize the displayed text.
Q: How does the Cookies notification preview work?
Answer: The preview shows how the notification will appear to users: “This website stores cookies on your computer. These cookies are used to improve your experience. To find out more about the cookies we use, see our Privacy Policy” with “Decline” and “Accept” buttons.
Q: What is the Consent to Communicate feature?
Answer: This feature allows you to collect explicit consent from users for receiving additional communications. You can customize the checkbox label (e.g., “I agree to receive other communications from ChatBot Builder”) that appears when users provide their contact information.
Q: How does the Consent to Communicate preview work?
Answer: The preview shows an email input field with a checkbox below it stating your custom consent message (e.g., “I agree to receive other communications from ChatBot Builder”), allowing users to opt-in to additional communications.
Q: What are Follow Up Questions?
Answer: Follow Up Questions suggest relevant follow-up questions to keep the conversation engaging and relevant. This feature helps guide users toward topics that can assist them while maintaining conversation flow.
Q: What are Typing Suggestions?
Answer: Typing Suggestions display intelligent question suggestions from previously asked questions in real-time as the user begins typing. This feature helps guide users toward relevant topics and speeds up the input process.
Q: What are Media Previews?
Answer: Media Previews display rich media previews with thumbnails, titles, and descriptions for shared links to enhance user engagement and provide visual context for shared content.
Q: What is the Nudge Message feature?
Answer: Under Bot Setup you can setup the Nudge Message feature that asks users if they’re still active when there’s been no activity for a specified period. This helps re-engage users who may have stepped away from the conversation.
Q: How do I configure the Initial and Final Activity Checks?
Answer: You can set custom messages for both checks under Nudge Messages in the following manner:
- Initial Activity Check: “Are you still there?” (appears after the first timeout period)
- Final Activity Check: “I’ll close out the thread for now, but you can reach out anytime.” (appears if there’s still no response)
You can set different time intervals for when the nudge messages appear:
- Availability Check Interval: Set in minutes (e.g., 4 minutes)
- End Session after Final Nudge: Set in minutes (e.g., 6 minutes) These settings control how long the bot waits before sending nudge messages and ending the session.
Q: What is the Show Data Source feature?
Answer: To be compliant with RAG guidelines, you can enable Data Source display under Bot Setup, that let’s you display information about the source when a bot refers to a webpage or a user-uploaded document. This feature provides transparency by showing users where the bot’s information comes from, building trust and credibility.
Q: What is the Send Chat transcript to end user feature?
Answer: The Send Chat Transcript feature present under Bot Setup allows end users to receive chat transcripts sent to their email addresses. When enabled, users can get a copy of their entire conversation with the bot for their records or future reference. When the feature is enabled, users can request or automatically receive their chat conversation history via email, providing them with a complete record of their interaction with the bot.
Q: How do I add a data source to my bot?
Answer: Under the Build tab, navigate to the “Data Source” section in the sidebar. You can specify the data source from Source Link, Native Apps, Upload Source, Text Area, or AI Trained Files. Each source type has different capabilities for training your bot.
Q: What is the Source Link option and what can I add?
Answer: Source Link allows training with web-based content including website URLs, YouTube video links (extracts transcripts), documentation sites, blog posts, knowledge bases, online articles, and public forums.
Q: Are there any limitations to using web links as sources?
Answer: Yes. Content must be publicly accessible (not behind login walls), some websites may block scraping, very large websites may need to be broken into sections, dynamic JavaScript content might not be fully captured, and link processing depends on your subscription plan.
Q: What native apps can I connect to my bot?
Answer: You can connect Notion (ingest pages), Confluence (import pages/blog posts), Salesforce (ingest articles), and Google Drive (import files). Each requires authentication and content selection. Click Connect next to the desired app, authenticate with your credentials, grant Chatbotbuilder access permissions, select specific content to import, and the system will process and index the content.
Q: What file formats are supported for file upload?
Answer: In the Upload Source section, supported formats include PDF, DOCX, TXT, MD (Markdown), and MP4 (video files – system extracts transcripts). Maximum file size is 50MB per file.
Q: How does the file upload process work?
Answer: Navigate to Upload Source, click “Upload File” or drag-and-drop files, wait for processing (larger files take longer), and files will appear in “Trained Files” section for the bot to reference.
Q: What happens when I upload a video or audio file?
Answer: The system automatically transcribes spoken content, processes and indexes the transcription, and your bot can reference information from the audio/video content. Quality varies based on audio clarity.
Q: How do I add text content directly to my bot?
Answer: Use the Text Area option to type or paste text directly. This is ideal for company-specific knowledge, custom responses, frequently changing information, processes, or product specifications.
Q: What are AI Trained Files?
Answer: AI Trained Files are documents that have been processed and indexed by the system. In this section, you can view all training files, see processing status, remove irrelevant files, and manage which files are actively used for training.
Q: How do I know if my data sources are working properly?
Answer: Use the “Analyze” feature to see how well your bot understands content, test with sample questions, check “Training Data Available” status in the AI Trained Files section, and review error messages or warnings.
Q: How do I customize my bot’s appearance? Answer: Navigate to Bot Design > Branding Configuration to upload logos, choose bot/user avatars, select themes, and customize branding elements.
Q: What are the size requirements for the bot logo? Answer: Maximum file size is 2MB. Supported formats include JPG, PNG, and SVG with recommended dimensions of 400px by 400px.
Q: Can I customize the chat theme colors? Answer: Yes, in Theme & Styling you can choose between light and dark themes, select accent colors from presets, or create custom colors using RGB or HEX values.
Q: How do I remove ChatBot Builder branding? Answer: Navigate to Bot Design > Theme & Styling and toggle off “Use ChatBot Builder Branding.” This requires Professional plan or Branding Removal add-on.
Q: What font options are available? Answer: You can customize font type (e.g., Notion Regular) and font size (e.g., 14px) in the Theme & Styling section.
Q: How do I set up frequently asked questions for my bot?
Answer: Under the Build tab, navigate to the “Starter Q&A” section in the sidebar. Here you can add predefined questions and answers that will appear as quick options for users to click, making it easier for them to find common information.
Q: What is the Q&A Overview Message?
Answer: The Q&A Overview Message is an introductory text that appears above your starter questions to provide context to users. You can customize this message to explain the purpose of the quick questions, with a character limit of 340 characters. For example, you might write “Common Questions or Frequently Asked Questions” or a more detailed explanation.
Q: How do I add a new question and answer pair?
Answer: In the Starter Q&A section, use the Question field to “Type Question here…” (up to 240 characters) and the Answer field to “Type Answer here…” (up to 600 characters). Both fields support rich text formatting including bold, italics, underline, and links. Click the “Add Question” button to save the Q&A pair.
Q: What are the character limits for starter Q&A?
Answer: The character limits are:
- Q&A Overview Message: 340 characters
- Individual Questions: 240 characters
- Individual Answers: 600 characters These limits are displayed in real-time as you type.
Q: Can I format text in my questions and answers?
Answer: Yes, both the Q&A Overview Message and individual question/answer fields support rich text formatting. You can use bold, italics, underline, bullet points, and add links using the formatting toolbar.
Q: How do I manage my existing starter questions?
Answer: Your added questions will appear in the “Questions” section below the input fields. If no questions have been added yet, you’ll see “No Q&A to show.” Once added, you can view, edit, or remove questions from this section.
Q: Why should I use Starter Q&A?
Answer: Starter Q&A helps users quickly find answers to common questions without having to type them out. This improves user experience by providing immediate access to frequently requested information and can reduce the conversation length for common inquiries.
Q: How do starter questions appear to users?
Answer: When users interact with your bot, the starter questions appear as clickable buttons or quick reply options, allowing them to instantly get answers to common queries rather than typing out their questions.
Q: How do I create a new AI Bot?
Answer: From the dashboard, click on Create New AI Bot button to initiate bot creation.
Q: How can I view all my existing bots?
Answer: On the main dashboard, all your chatbots will be listed under the All AI Agents section.
Q: How do I organize my bots?
Answer: Create folders by navigating to Recent Folders section and clicking Create Folder. Move bots to specific folders using Move To drop down option in bot listing.
Q: How do I search for a specific bot?
Answer: On the main dashboard, navigate the search box at the top of “All AI Bots” section to search for bots by name.
Q: What integrations are available in ChatBot Builder?
Answer: Several native integrations including LLM Models, Calendly, Intercom, Zendesk, and Crisp, accessible from the Integrations section in the sidebar.
Q: How do I set up integration with AI?
Answer: Navigate to Integrations, click “View Integration” under ChatBot Builder + AI tile. In the pop up choose the API Provider, add your API key, and select your model. You can also click on Add API Key in side navigation bar in the main chatbotbuilder.net dashboard and add the API key using the pop up, or you can navigate to the Build tab in bot editor, and under AI Settings, click on Add New AI Model under Custom AI Model.
Q: Can I integrate with meeting scheduling tools?
Answer: Yes, Calendly integration is available, allowing your chatbot to simplify booking meetings by directly interfacing with your Calendly setup.
Q: What is the Overview section in the Analyze tab?
Answer: The Overview section provides a snapshot of key metrics showing your bot’s overall performance and engagement. It displays various analytics widgets that help you understand how well your bot is performing across different dimensions like resolution success, user sentiment, and geographic distribution.
Q: How do I select a date range for analytics?
Answer: At the top of the Analyze tab, you can use the date range selector to filter your analytics data for specific time periods. This allows you to analyze your bot’s performance over different timeframes and track improvements or changes over time.
Q: What does Resolution Delivery track?
Answer: Resolution Delivery tracks how often the bot successfully resolves user queries. It shows metrics for successful resolutions versus cases where no resolution was achieved, helping you understand your bot’s effectiveness in addressing user needs and identifying areas for improvement.
Q: What is Sentiment Analysis in the analytics?
Answer: Sentiment Analysis analyzes user emotions to gauge satisfaction and frustration levels throughout conversations. It breaks down user sentiment into categories like Positive, Neutral, and Negative, providing insights into overall user experience and satisfaction with your bot interactions.
Q: What does User Demographics show?
Answer: User Demographics provides a breakdown of your bot users by location using an interactive world map. It shows global customer distribution, helping you understand where your users are located geographically and identify your key markets or regions of engagement.
Q: What is Chat Duration analytics?
Answer: Chat Duration measures how long users typically engage with your bot during conversations. It provides time interval breakdowns (such as short, medium, and longer conversations) to help you understand user engagement patterns and optimize conversation flows accordingly.
Q: What are Popular Topics in the analytics?
Answer: Popular Topics shows the most discussed subjects across all conversations with your bot. This section helps you identify common themes, frequently asked questions, and trending topics that users are most interested in discussing with your bot.
Q: What does Recent Chats show?
Answer: Recent Chats displays how your bot performed in the most recent conversations. This section allows you to see real-time performance and track how your bot is handling current interactions, providing immediate insights into recent user experiences.
Q: What should I do if there are no recent chats available?
Answer: If you see “There are no recent chats available,” it means your bot hasn’t had recent interactions. This is normal for new bots or during periods of low activity. Once users start engaging with your bot, this section will populate with conversation data and performance metrics.
Q: How can I use analytics to improve my bot?
Answer: Use the analytics data to identify patterns in user behavior, common pain points where resolution fails, sentiment trends, and popular topics. This information helps you refine your bot’s knowledge base, improve conversation flows, and address frequently discussed topics more effectively.
Q: Can I view all chat history?
Answer: Yes, many sections in the Analyze tab include options like “View all chats” that allow you to access more detailed conversation history and comprehensive analytics beyond the summary widgets shown in the main dashboard.
Q: How do I update my personal profile information?
Answer: Navigate to Settings > My Account to access your profile settings. In the “My Profile” section, you can update your User Name, Email Address, and Phone Number. Make sure to save your changes after updating any information.
Q: How do I change my password?
Answer: In Settings > My Account, scroll down to the “Change Password” section. You’ll need to enter your Current Password, then provide your New Password and Re-type the new password for confirmation. Click “Save Changes” to update your password.
Q: What information can I modify in my user profile?
Answer: You can modify your User Name, Email Address, and Phone Number in the My Profile section. The interface shows your current information and allows you to make updates as needed.
Q: How do I add new team members?
Answer: Go to Settings > Team Settings and click the “Add New Users” button. In the dialog that appears, enter the user’s Name and Email Address, then select their Role (either ADMIN or MANAGER). Click “Add User” to send them an invitation.
Q: What’s the difference between ADMIN and MANAGER roles?
Answer: When adding new users, you can assign them as either ADMIN (with full access and permissions) or MANAGER (with limited permissions). The role selection determines what features and settings the user can access within the platform.
Q: How can I search for existing team members?
Answer: In the Team Settings section, use the search functionality to quickly find specific team members by name or other criteria. This is helpful for larger teams when you need to locate particular users.
Q: What details do I need to add a new user?
Answer: To add a new user, you need their full Name and Email Address. The system will send an invitation to the provided email address, and you’ll also need to assign them an appropriate role level.
Q: How do I access my API key?
Answer: Navigate to Settings > API Key to view your API key information. The section displays your Company and URL, along with your unique API Key for integration purposes.
Q: What actions can I perform with my API key?
Answer: In the API Settings, you can perform two main actions: “Copy” (to copy your existing API key to clipboard) and “Regenerate” (to create a new API key). Note that regenerating will invalidate your previous key.
Q: What information is shown in the API Settings?
Answer: The API Settings section displays your Company and URL information along with your unique API Key. This information is essential for integrating ChatBot Builder with external systems and applications.
Q: What add-ons are available for purchase?
Answer: In Settings > Manage Add-Ons, you can purchase additional Agents, Messages, and Extra Users. Each add-on shows its cost (such as $20 per month) and includes an “Add” button to purchase.
Q: How do I view my current add-on expenses?
Answer: The Manage Add-Ons section includes a “Billing summary” on the right side that shows your add-on spending summary. This helps track your additional costs beyond your base plan.
Q: How do I purchase additional add-ons?
Answer: Browse the available add-ons in the “Buy Add-Ons” section, review the pricing for each option (Agents, Messages, Extra User), and click the “Add” button next to the add-on you want to purchase.
Q: What happens if no add-ons are selected?
Answer: If you haven’t purchased any add-ons, the billing summary will show “No Add-one selected” with a message to “Select add-one which you to buy.” You can then choose from the available options.
Q: How do I update my company profile?
Answer: Go to Settings > Manage Company to access company profile settings. You can update company details and upload or change your company logo/avatar in the “Update company details” section.
Q: What company information can I modify?
Answer: In the Company Information dialog, you can update Company Name, Email Address, Sub Domain, Phone Number, Taxation Number, Country, State, and Address. The form includes fields for comprehensive business details.
Q: How do I upload a company logo?
Answer: In the Manage Company section, you can upload a company logo using the “Upload logo” feature. Supported formats include JPG, PNG, JPEG with a maximum file size of 2MB for optimal display.
Q: What contact details should I provide for my company?
Answer: You should provide your Company Name, business Email Address, Phone Number with country code, complete Address, and select your Country and State from the dropdown menus. You can also add a Taxation Number if applicable.
Q: How do I set up my company’s sub-domain?
Answer: In the Company Information form, there’s a Sub Domain field where you can specify your custom subdomain (for example, “yoursubdomain”) that will be associated with your ChatBot Builder account.
Q: What sections are available in the Settings menu?
Answer: The Settings menu includes My Account, Team Settings, API Key, Plans & Pricing, Manage Add-Ons, Billing History, and Manage Company. Each section serves different administrative and configuration purposes.
Q: How do I save changes in Settings?
Answer: Most Settings sections include “Save Changes,” “Update,” or similar buttons to confirm your modifications. Always click the appropriate save button after making changes to ensure your updates are preserved.
Q: Can I manage multiple aspects of my account from Settings?
Answer: Yes, the Settings tab is comprehensive and allows you to manage personal profile information, team members, API access, billing and add-ons, and company details all from one centralized location.
Q: What is the Standalone channel?
Answer: The Standalone channel provides a direct, shareable URL for your chatbot that can be accessed independently without embedding on a website.
Q: How do I get my Standalone bot URL?
Answer: Your Live Bot URL is automatically generated and displayed in the Standalone settings. You can copy this URL and share it directly with users.
Q: Can I customize the Standalone bot appearance?
Answer: Yes, all appearance customizations including colors, themes, and avatars apply to your Standalone bot URL.
Q: How do I share my Standalone bot?
Answer: Simply copy the provided URL and share it via email, social media, or any other platform. Users can access your bot directly through this link.
Q: Does the Standalone bot work on mobile devices?
Answer: Yes, the Standalone bot is fully responsive and works seamlessly on all devices including smartphones and tablets.
Q: What is the Chatbot channel?
Answer: The Chatbot channel creates an embeddable web widget that appears on your website as a chat icon, typically in the bottom corner.
Q: How do I embed the chatbot on my website?
Answer: You will receive embed code that you can paste into your website’s HTML. The code includes all your customization settings.
Q: Can I control when the chatbot appears to visitors?
Answer: Yes, you can configure the ChatBot Launcher Trigger Behaviour to decide when the chatbot should appear to website visitors.
Q: Can I customize the chat widget position on my website?
Answer: Yes, you can choose left or right alignment for the chat widget icon on your website.
Q: Will the chatbot work on mobile versions of my website?
Answer: Yes, the chatbot widget is fully responsive and adapts to all screen sizes.
Q: How do I connect my WhatsApp to the chatbot?
Answer: Click Log in with Facebook in the WhatsApp settings. You need to authenticate with your Facebook account that is linked to your WhatsApp Business account.
Q: Do I need WhatsApp Business to use this integration?
Answer: Yes, you need a WhatsApp Business account to integrate with the chatbot platform.
Q: What happens when customers message my WhatsApp?
Answer: Your chatbot will respond to WhatsApp messages automatically, providing the same conversational experience as your web chatbot.
Q: Can I see WhatsApp conversations in my dashboard?
Answer: Yes, all WhatsApp interactions are logged and can be viewed in your conversation history.
Q: How do customers start chatting with my WhatsApp bot?
Answer: Customers can message your WhatsApp Business number directly, and the chatbot will automatically respond.
Q: Can I transfer WhatsApp conversations to human agents?
Answer: Yes, you can configure handoff settings to transfer conversations from bot to human agents when needed.
Q: How do I connect Facebook Messenger to my chatbot?
Answer: Click Log in with Facebook in the Messenger settings and authenticate with your Facebook account that manages your business page.
Q: Do I need a Facebook Business Page for Messenger integration?
Answer: Yes, you need a Facebook Business Page to integrate Messenger with your chatbot.
Q: What happens when people message my Facebook page?
Answer: Your chatbot will automatically respond to messages sent to your Facebook page, providing instant customer support.
Q: Can I create different responses specifically for Messenger?
Answer: Yes, you can create channel-specific responses or use the same responses across all channels.
Q: Does the integration support Messenger features like quick replies?
Answer: Yes, the platform supports standard Messenger features including quick replies, buttons, and rich media messages.
Q: How do I set up Telegram integration?
Answer: Click Connect a Telegram Bot in the Telegram settings. You need to create a bot through Telegram’s BotFather and provide the bot token.
Q: What is BotFather?
Answer: BotFather is Telegram’s official bot for creating and managing bots. You will get a bot token from BotFather to connect your chatbot.
Q: Can users find my bot on Telegram?
Answer: Yes, once connected, users can search for your bot by username or you can share the bot link directly.
Q: Can my bot work in Telegram groups?
Answer: Yes, your bot can be added to Telegram groups and channels for broader reach.
Q: How do I choose a username for my Telegram bot?
Answer: When you create a bot with BotFather, you choose a username that must end with “bot” such as “YourBusinessBot”.
Q: How do I connect Instagram to my chatbot?
Answer: Click Log in with Instagram and authenticate with your Instagram Business account.
Q: Do I need an Instagram Business account?
Answer: Yes, you need an Instagram Business or Creator account to use the Instagram integration.
Q: Where do Instagram conversations with the bot happen?
Answer: The chatbot responds to Instagram Direct Messages sent to your business account.
Q: Can the bot respond to Instagram comments on posts?
Answer: The bot typically responds to direct messages rather than public comments on posts.
Q: How do customers know they can message my Instagram account?
Answer: You can promote your Instagram chatbot through posts, stories, or by including messaging calls-to-action in your bio.
Q: How do I change the welcome screen background color?
Answer: Choose from the color palette options including Orange, Pink, Red, Blue, Purple, Light Purple, Dark Gray, Green, and Teal, or use custom gradients with RGB values.
Q: Can I use gradient backgrounds for the welcome screen?
Answer: Yes, you can use linear gradients with multiple color stops and custom RGB values.
Q: How do I upload my company logo to the welcome screen?
Answer: Click Upload Logo and select your image file. Supported formats are JPG, PNG, and JPEG with a maximum file size of 2MB.
Q: Can I customize the welcome message text?
Answer: Yes, you can set the Header Name for the main greeting and add a Description for additional welcome text.
Q: Can I change the font size of the welcome message?
Answer: Yes, font sizes are customizable for both the header and description text.
Q: How do I add emojis to my welcome message?
Answer: You can directly type emojis in the Header Name and Description fields, or copy and paste them from emoji keyboards.
Q: How do I change the colors of chat bubbles?
Answer: Select from the color palette or use custom gradients. Each color option shows a preview of how messages will appear.
Q: Can I use different colors for bot messages versus user messages?
Answer: Yes, you can set different background colors and gradients for bot messages compared to user messages.
Q: What is the difference between user and bot bubbles?
Answer: Bot bubbles display messages from your chatbot, while user bubbles display messages from website visitors. Each can have different colors and styles.
Q: How do chat bubbles appear on different devices?
Answer: Chat bubbles automatically adjust to screen size while maintaining your chosen color scheme and styling.
Q: How do I choose a bot avatar?
Answer: Select from pre-designed avatar options or upload your own image. The avatar appears next to bot messages in conversations.
Q: What are the requirements for uploading custom avatars?
Answer: File formats must be JPG, PNG, or JPEG with a maximum file size of 2MB. Square images work best for avatars.
Q: Can I set different avatars for different channels?
Answer: The same avatar settings apply across all channels to maintain consistent branding.
Q: How do I set up user avatars?
Answer: You can set default user avatars or allow users to upload their own during conversations.
Q: Do avatars appear in all conversation views?
Answer: Yes, avatars appear in the chat interface across all connected channels.
Q: What is the difference between Light and Dark themes?
Answer: Light theme uses white or light backgrounds with dark text, while Dark theme uses dark backgrounds with light text.
Q: How do I switch between Light and Dark themes?
Answer: Click on either Light or Dark in the Theme Mode section. Changes apply immediately to all channels.
Q: Can individual users choose their own theme?
Answer: The theme you select applies to all users. Individual user theme selection depends on your specific platform features.
Q: Does changing the theme affect my custom colors?
Answer: The theme affects the overall appearance, but your custom colors and gradients still apply within the chosen theme.
Q: What fonts are available for the chatbot?
Answer: The platform offers various font families including Rubik Regular and others. You can select from the Font Type dropdown menu.
Q: How do I change the font size?
Answer: Use the Font Size dropdown to select from available sizes such as 13px, 14px, 16px, and others.
Q: Do font changes apply to all text in the chatbot?
Answer: Font changes apply to chat messages. Welcome screen text may have separate font controls.
Q: Can I use custom fonts not listed in the options?
Answer: This depends on your platform capabilities. Check if the Custom CSS section allows for custom font imports.
Q: How do I choose an icon for the chat widget?
Answer: Select from available icons including chat bubbles, message icons, help icons, and various symbols in the widget icon section.
Q: What widget colors can I customize?
Answer: You can set background colors using custom gradients and solid colors, as well as specific color schemes for the widget icon.
Q: How do I set the widget position on my website?
Answer: Choose between Left Alignment and Right Alignment to position the widget on your website.
Q: Can I display custom text when users hover over the widget?
Answer: Yes, you can enable the option to display custom text in a popup window and set your custom message.
Q: How does the widget appear on mobile devices?
Answer: The widget automatically adjusts for mobile devices while maintaining your chosen icon and color scheme.
Q: How do I customize the greeting message?
Answer: Set your greeting in the Header Name field. You can include emojis and personalized text to welcome users.
Q: Can I create different greetings for different channels?
Answer: The same greeting typically applies across all channels, but you can customize the overall experience per channel.
Q: How long should my greeting message be?
Answer: Keep greetings concise and welcoming. Most effective greetings are 1-3 words with an emoji.
Q: When does the greeting appear to users?
Answer: The greeting appears when users first interact with your chatbot across all channels.
Q: How do I customize action buttons?
Answer: Set the button text such as “Start a New Conversation” and choose background colors from the available gradient options.
Q: What button colors are available?
Answer: You can use custom gradients and solid colors. The platform provides various preset gradient combinations.
Q: Can I have multiple action buttons?
Answer: This depends on your conversation flow setup. You can create multiple action buttons for different user interaction paths.
Q: How do buttons appear on different devices?
Answer: Buttons automatically adjust to screen size while maintaining your chosen color scheme and text.
Q: Can I add my own CSS code for advanced customization?
Answer: Yes, there is a Custom CSS section where you can add advanced styling customizations.
Q: What CSS properties can I modify?
Answer: You can modify colors, fonts, spacing, animations, and other visual properties that are supported by standard CSS.
Q: Do I need CSS knowledge to use this feature?
Answer: Basic CSS knowledge is helpful for custom styling, but the visual customization options cover most common needs.
Q: Will custom CSS affect all channels?
Answer: Custom CSS primarily affects web-based channels like Standalone and Chatbot widget. Other channels have their own styling limitations.
Q: Can I remove the “Powered by ChatBot Builder” attribution?
Answer: Yes, you can toggle the Use ChatBot Builder Branding option to show or hide the platform attribution.
Q: How do I add my own branding to the chatbot?
Answer: Upload your logo in the brand logo section and customize colors to match your brand identity.
Q: Can I completely white-label the chatbot?
Answer: This depends on your subscription plan. Check if your current plan includes white-labeling options.
Q: Do branding changes apply to all channels?
Answer: Yes, branding customizations apply consistently across all connected channels.
Q: What is ChatBot Launcher Trigger Behaviour?
Answer: This setting determines when and how the chatbot appears to website visitors, such as immediately, after a time delay, or when users scroll.
Q: Can I set up custom triggers for the chatbot?
Answer: Yes, you can configure various trigger conditions for when the chatbot should engage with users.
Q: How do I manage conversation handoffs to human agents?
Answer: Set up rules for when conversations should transfer from the bot to human agents based on specific conditions.
Q: Can I integrate the chatbot with other business tools?
Answer: Check your platform’s integration capabilities for CRM systems, email marketing tools, and other business applications.
Q: How do I track my chatbot’s performance?
Answer: The platform provides analytics on conversations, user interactions, and performance across different channels.
Q: Can I see conversations from all channels in one place?
Answer: Yes, all channel conversations are typically consolidated in your main dashboard.
Q: What metrics are available for analysis?
Answer: Common metrics include conversation volume, response times, user satisfaction scores, and individual channel performance.
Q: How do I export conversation data?
Answer: Check your platform’s export capabilities for downloading conversation logs and analytics data.
Q: How do I test my chatbot before making it live?
Answer: Use the preview functionality to test your chatbot’s appearance and responses across different channels before deployment.
Q: What should I do if my embed code is not working?
Answer: Ensure the code is placed correctly in your website’s HTML and check for any JavaScript conflicts with other scripts.
Q: Can I create and manage multiple chatbots?
Answer: Yes, you can create and manage multiple chatbots for different purposes, websites, or business divisions.
Q: How do I get help with chatbot setup?
Answer: Access platform documentation, submit support tickets, or contact customer support through your dashboard for assistance.
Q: What are handoffs in the chatbot system?
Answer: Handoffs allow you to transfer conversations from your chatbot to live human agents when customers need personalized assistance or complex support.
Q: What handoff options are available?
Answer: The platform offers native integrations with Intercom and Crisp as handoff solutions for connecting with live agents.
Q: What is Intercom handoff?
Answer: Intercom is a customer communication platform for sales, marketing, and support within your app. You can connect your chatbot to Intercom to transfer conversations to live agents.
Q: What is Crisp handoff?
Answer: Crisp is a customer messaging platform offering live chat, email, and knowledge base features. It can be integrated to handle live agent handoffs from your chatbot.
Q: Can I use multiple handoff services simultaneously?
Answer: No, you can only use one handoff service at a time. Turning on a new handoff will automatically disable the current one.
Q: How do I connect to Intercom?
Answer: Click the Connect button next to Intercom in the handoffs section to set up the integration with your Intercom account.
Q: Is there a way to enable or disable handoff services?
Answer: Yes, each handoff service has a toggle switch that allows you to enable or disable it. There are also recommended settings available.
Q: What happens when I switch from one handoff service to another?
Answer: When you enable a new handoff service, the system automatically disables your current handoff to prevent conflicts.
Q: Do I need separate accounts for Intercom or Crisp?
Answer: Yes, you need to have active accounts with Intercom or Crisp to use them as handoff solutions.
Q: Can customers request to speak to a live agent?
Answer: Yes, you can configure your chatbot to recognize when customers want to speak to a human agent and trigger the handoff process.
Q: How do I specify conditions for when conversations should be handed over to live agents?
Answer: You can set up specific conditions and triggers that automatically initiate handoffs based on various scenarios such as user requests, conversation complexity, or business rules.
Q: What are some examples of handoff conditions I can set up?
Answer: Common handoff conditions include:
- When users type phrases like “speak to human,” “talk to agent,” or “I need help from a person”
- When the bot cannot understand or respond to user queries after multiple attempts
- When users express frustration through phrases like “this is not helpful” or “you don’t understand”
- When conversations involve complex issues like billing disputes, technical problems, or complaints
- During specific business hours when live agents are available
- When users ask about sensitive topics like refunds, cancellations, or account issues
- When the conversation reaches a certain length without resolution
- When users request escalation or supervisor assistance
Q: Can I set up keyword-based handoff triggers?
Answer: Yes, you can configure specific keywords or phrases that automatically trigger a handoff to live agents. For example, words like “refund,” “cancel,” “complaint,” “manager,” or “supervisor” can be set as trigger conditions.
Q: Can I set up handoffs based on business hours?
Answer: Yes, you can configure handoffs to occur only during specific business hours when live agents are available, or set up different responses for after-hours inquiries.
Q: What happens if handoff conditions are met but no agents are available?
Answer: You can configure fallback responses such as collecting contact information for callback, scheduling appointments, or providing alternative self-service options when agents are unavailable.
Q: What is Zapier integration?
Answer: Zapier connects your Chatbot Builder to thousands of apps, allowing you to automate workflows and save time by automatically sending data between different platforms.
Q: How do I get started with Zapier?
Answer: You can either sign up for a new Zapier account or log in with an existing account through the Zapier section in the Configure tab.
Q: What can I automate with Zapier?
Answer: You can automate various workflows such as creating spreadsheet rows, sending emails, adding contacts to CRM systems, posting to social media, and much more based on chatbot interactions.
Q: How do I describe what I want to automate?
Answer: In the automation description field, provide details about what you want to happen. For example, “When I add a reaction to a Slack message, create a card in Trello.”
Q: What apps can I connect with Chatbot Builder through Zapier?
Answer: You can search for and connect thousands of apps including Google Sheets, CRM systems, email platforms, project management tools, and many others.
Q: Are there pre-built workflows available?
Answer: Yes, there are popular workflows available such as “Create spreadsheet rows in Google Sheets for new leads in Chatbot Builder” that you can use immediately.
Q: How do I use a popular workflow?
Answer: Click “Use this workflow” next to any popular workflow that matches your needs, and Zapier will guide you through the setup process.
Q: Can I create custom automations?
Answer: Yes, you can create custom automations by describing what you want to automate and connecting Chatbot Builder with your chosen apps.
Q: What information can be sent to other apps through Zapier?
Answer: You can send chatbot conversation data, user information, lead details, and any attributes collected during chat interactions.
Q: Do I need technical knowledge to set up Zapier integrations?
Answer: No, Zapier is designed to be user-friendly and does not require coding knowledge. The platform guides you through connecting apps and setting up automations.
Q: What are attributes in the chatbot system?
Answer: Attributes are data fields that store information collected from users during conversations, such as names, email addresses, phone numbers, and other custom data.
Q: How do I view all existing attributes?
Answer: Go to the All Attributes section under Attributes Setting to see a complete list of all created attributes with their details.
Q: What information is shown for each attribute?
Answer: For each attribute, you can see the Label, Type, Description, Created At date, and Created By information.
Q: How do I create a new attribute?
Answer: Click the “New Attribute” button to open the Create a new Attribute dialog where you can define the attribute details.
Q: What do I need to specify when creating a new attribute?
Answer: When creating an attribute, you need to provide an Attribute Name, Internal name, and Description explaining what the attribute will store.
Q: What is the difference between Attribute Name and Internal name?
Answer: The Attribute Name is the display name users see, while the Internal name is used by the system for technical purposes and integrations.
Q: What types of attributes can I create?
Answer: You can create text-based attributes to store various types of user information such as names, addresses, company details, and other custom data.
Q: Can I edit existing attributes?
Answer: The system shows existing attributes in the management interface, and you can view their details. Editing capabilities depend on your platform’s features.
Q: What are some common attributes I might want to create?
Answer: Common attributes include User Name, Email Id, Phone number, Address, Company Name, Job Title, Product Interest, and any other information relevant to your business.
Q: How are attributes used in conversations?
Answer: Attributes are automatically collected when users provide information during chat conversations and can be used for personalization and data management.
Q: Can I delete attributes I no longer need?
Answer: Attribute deletion capabilities depend on your platform features and whether the attribute is being used in active conversations or integrations.
Q: How do attributes work with Zapier integrations?
Answer: Attributes collected in conversations can be automatically sent to other apps through Zapier workflows, enabling seamless data transfer to CRM systems, spreadsheets, and other tools.
Q: Are there limits on how many attributes I can create?
Answer: Attribute limits depend on your subscription plan and platform capabilities. Check your plan details for specific limitations.
Q: Can I use attributes for personalization?
Answer: Yes, attributes can be used to personalize conversations by addressing users by name or referencing previously collected information.
Q: How do I ensure sensitive information in attributes is protected?
Answer: Follow your platform’s data protection guidelines and ensure compliance with privacy regulations when collecting and storing user information through attributes.
Q: How long does implementation typically take?
Answer: Implementation time varies greatly depending on the complexity of your desired chatbot flows, the number of integrations needed, and your team’s familiarity with such platforms. Simple bots can often be set up within minutes, while complex implementations may take up to an hour or two.
Q: Do you provide onboarding or training support?
Answer: We offer various resources including a comprehensive Knowledge Base, video tutorials, and setup guides. You can reach out to our support team either using chat or email, and we will be happy to assist you further.
Q: How difficult is it to migrate data from our current solution?
Answer: It is very easy to migrate from your current solution to chatbotbuilder.net.
Q: What technical resources do we need to allocate for implementation?
Answer: For chatbot setup using our visual builder, minimal technical resources are typically required. In case advanced assistance is required, you can reach out to us and we will be happy to assist you further.
Q: Can we integrate this with our existing tech stack?
Answer: Yes, you can easily chatbotbuilder.net with your existing tech stack. We offer a range of built-in integrations, plus options like Zapier or webhooks for connecting to other tools.
Q: What APIs or integration options do you offer?
Answer: We provide APIs for more custom integrations. You can use Zapier or webhooks to configure an integration between chatbotbuilder.net and your tool.
Q: Do you have documentation for developers?
Answer: Yes, we maintain documentation covering our APIs, webhooks, and other technical integration points. You can reach out to our team using chat or email and we will be happy to assist you further.
Q: How customizable is the product?
Answer: Bot created using chatbotbuilder.net is completely customizable.
Q: How do you handle data security?
Answer: We implement a multi-layered security strategy encompassing administrative, technical, and physical safeguards designed to protect the confidentiality, integrity, and availability of your data. This includes measures such as data encryption (both in transit and at rest where appropriate), strict access controls based on the principle of least privilege, continuous monitoring for threats, vulnerability management, and regular security awareness training for our personnel.
Q: Are you compliant with industry regulations (GDPR, HIPAA, SOC 2, etc.)?
Answer: ChatbotBuilder.net is committed to meeting relevant legal and regulatory requirements. Our current compliance status regarding specific frameworks like GDPR etc
Q: Where is our data stored?
Answer: We utilize secure data centers provided by AWS. The specific geographic regions where customer data is hosted are detailed in our Data Processing Addendum (DPA).
Q: Do you have a disaster recovery plan?
Answer: Yes, we maintain comprehensive Disaster Recovery (DR) and Business Continuity Plans (BCP) designed to ensure service availability and data integrity in the event of a significant disruption. These plans include infrastructure redundancy, failover mechanisms, and are subject to regular testing and review.
Q: How often do you back up data?
Answer: Regular data backups are a critical component of our data protection and disaster recovery strategy. We perform routine backups of customer data according to defined schedules. While specific operational details like exact backup frequencies and granular retention periods are internal procedures, you can find general information about our backup strategy on the Security page. We implement measures to ensure the integrity and security of these backups.
Q: What’s your uptime guarantee?
Answer: Our platform is architected for high availability, utilizing redundant systems and continuous monitoring. Specific uptime commitments are formalized through Service Level Agreements (SLAs), which typically vary depending on the subscription plan.
Q: Can this product scale with our company as we grow?
Answer: ChatbotBuilder.net is designed to scale. Our infrastructure and different pricing tiers are built to accommodate growth in terms of contacts, conversations, and feature usage. Details on plan limits can be found on the Pricing page (https://chatbotbuilder.net/).
Q: What are the system requirements?
Answer: ChatbotBuilder.net is a web-based platform, so the primary requirement is a modern web browser (like Chrome, Firefox, Safari, Edge) and a stable internet connection.
Q: What features are you planning to add in the next 6-12 months?
Answer: While we continuously work on improving the platform, specific future roadmap details are generally shared through product updates, blog posts. Major upcoming features might sometimes be discussed by our Sales team for enterprise clients.
Q: How often do you release updates?
Answer: We release updates regularly, ranging from minor fixes to major feature launches.
Q: Can I access this on mobile devices?
Answer: The ChatbotBuilder.net administrative interface is primarily designed for desktop use for the best building experience. However, it can be accessed via modern mobile browsers as well. Visitor-facing chatbots built with our platform are fully responsive and work across all devices.
Q: What are the limitations of the product?
Answer: Like any platform, ChatbotBuilder.net has areas where it might be less suitable than highly specialized or custom-coded solutions. Potential limitations could relate to the complexity of AI understanding or specific niche integrations.
Q: How do you handle product customization requests?
Answer: We value customer feedback! You can submit feature requests or suggestions through our Support channel. While we can’t guarantee implementation of every request, feedback is reviewed regularly to inform our product roadmap.
Q: What kind of customer support do you offer?
Answer: We offer support through various channels, including email and live chat.
Q: What are your support hours?
Answer: We are available 24*7 throughout the year.
Q: Is there a dedicated account manager?
Answer: Dedicated account managers are typically included with our higher-tier or Enterprise plans. Please check the Pricing page or contact Sales to see if this is included in the plan you are considering.
Q: How do we submit support tickets?
Answer: You can usually submit support tickets through our live chat support or via email sent to Questions@Chatbotbuilder.net or Support@Chatbotbuilder.net.
Q: What’s the average response time for support issues?
Answer: Our average response time is less than a minute.
Q: Do you provide training materials or webinars?
Answer: Yes, beyond the Knowledge Base, we often provide video tutorials and demo sessions for our customers.
Q: What happens at the end of the trial period?
Answer: At the end of the free trial, you will typically need to subscribe to a paid plan to continue using the full features of ChatbotBuilder.net. Your account will be paused until you subscribe.
Q: How do I cancel if needed?
Answer: You can reach out to us either through our live chat support or by sending an email at Questions@Chatbotbuilder.net and Support@Chatbotbuilder.net. We will be happy to assist you further.
Q: What’s the minimum contract length?
Answer: Our standard plans are often offered on a month-to-month basis, allowing cancellation at any time before the next billing cycle. Annual plans involve a commitment for the year, and comes with a annual discount of over 20%.
Q: Can we add more users later?
Answer: Yes, the ability to add more users (team members) to your account is usually possible. How this impacts billing depends on your chosen plan structure (per user fees vs. included users). You can reach out to us through our live chat and we will be happy to assist you further.
Q: Who owns the data we input into your system?
Answer: You retain ownership of the data you input into ChatbotBuilder.net (e.g., contact information, conversation logs).
Q: Are there usage limitations we should be aware of?
Answer: Yes, specific usage limitations (e.g., number of contacts, chatbot sessions, messages per month) are typically associated with each pricing plan. You can read more about the plan related usage limitations on our website (https://chatbotbuilder.net/).
Q: How long until we see results/ROI from implementing this?
Answer: The time to see results (like increased leads, reduced support tickets, or higher engagement) varies widely based on your industry, implementation quality, traffic volume, and specific goals. Some users see initial results quickly (e.g., lead capture), while significant ROI might take weeks or months of optimization.
Q: Who else in our industry uses this product?
Answer: We have customers across various industries.
Q: What metrics should we track to measure success?
Answer: Key metrics depend on your goals but often include: conversation volume, lead capture rate, issue resolution rate (for support bots), engagement rate, goal completion rate (e.g., appointments booked), and user satisfaction. Our platform’s Analytics dashboard helps track many of these.
Q: What’s your customer retention rate?
Answer: While we are proud of our customer loyalty, specific internal metrics like customer retention rates are generally not shared publicly. We focus on providing a valuable service to ensure customers want to stay with us.
Q: What’s the most common feedback from new customers?
Answer: We actively gather feedback, and we use all feedback, positive and constructive, to continually improve the platform.
Q: Where can I access Actions and Goals configuration?
Answer: All actions and goals are configured under the Actions tab in the main navigation menu.
Q: What are the main sections under the Actions tab?
Answer: The Actions tab contains:
- All Actions – Individual action templates that can be added to your bot
- Custom Goal – Pre-defined goal categories and custom goal creation
Q: Where do I find the suggested goal categories?
Answer: Goal categories are located under Actions > Custom Goal and include:
- Sales and Marketing
- Customer Support & Engagement
- Healthcare
- Human Resources
- Miscellaneous
Q: Where are individual action types located?
Answer: Individual actions are found under Actions > All Actions and include:
- Calendly (Schedule appointments)
- Custom Goal
- Collect User Data
- Web Search
- Send Email
- Send API Request
Q: What are Actions in the chatbot builder?
Answer: Actions are specific functionalities and goals you can configure for your chatbot to achieve particular business objectives, such as collecting leads, scheduling appointments, or providing customer support.
Q: What is the difference between All Actions and Custom Goal?
Answer: All Actions shows pre-built action templates you can add to your chatbot, while Custom Goal allows you to create personalized goals tailored to your specific business needs.
Q: How do I add an action to my chatbot?
Answer: Browse through the available action categories, select the action you want, and click “Add to bot” to integrate it into your chatbot’s functionality.
Q: What goal categories are available?
Answer: The platform offers five main goal categories:
- Sales and Marketing
- Customer Support & Engagement
- Healthcare
- Human Resources
- Miscellaneous
Q: Can I use multiple goal categories for one chatbot?
Answer: Yes, you can combine different goal categories to create a comprehensive chatbot that serves multiple business purposes.
Q: How do I choose the right goal category for my business?
Answer: Select the category that best matches your primary business objective. You can always add additional categories later as your needs expand.
Q: What does the Sales and Marketing goal help accomplish?
Answer: This goal focuses on lead generation, product promotion, and driving specific customer actions that contribute to sales growth.
Q: What specific questions does the Sales and Marketing setup ask?
Answer: The setup asks about:
- What specific action you want people to take
- Your primary value proposition
- Special offers, coupons, or discounts to highlight
- Particular links or pages you want to promote
- Lead generation basics you want to acquire from users
Q: How can I use this goal for lead generation?
Answer: Configure the bot to collect essential information like names, email addresses, phone numbers, company details, and specific interests related to your products or services.
Q: Can I promote multiple products or services?
Answer: Yes, you can configure the bot to present different options and guide users to relevant products based on their interests and responses.
Q: How do I set up special offers through this goal?
Answer: Specify your current promotions, discount codes, or special deals in the setup, and the bot will present these offers at appropriate moments in the conversation.
Q: What does the Customer Support & Engagement goal focus on?
Answer: This goal is designed to gather customer feedback, improve satisfaction, and enhance overall customer experience.
Q: What specific areas does this goal cover for feedback collection?
Answer: The setup asks about:
- Specific product or service aspects you need feedback on
- Best timing to request customer feedback
- Incentives you can offer for detailed feedback
- How negative feedback should be addressed in real-time
Q: How can I use this goal to improve customer satisfaction?
Answer: Configure the bot to proactively ask for feedback, identify pain points, and provide immediate solutions or escalation paths for customer concerns.
Q: Can this goal help with product development?
Answer: Yes, by collecting specific feedback about product features, usability, and customer preferences, you can gather valuable insights for product improvement.
Q: How should the bot handle negative feedback?
Answer: You can configure responses that acknowledge concerns, offer immediate support contact, provide solution resources, or escalate to human agents when needed.
Q: What healthcare-related functions can the chatbot perform?
Answer: The healthcare goal primarily focuses on appointment scheduling and patient information management.
Q: What does the Healthcare Schedule Appointments setup include?
Answer: The setup covers:
- What appointment types your bot should offer to schedule
- Patient information required to book an appointment
- Your scheduling availability window
- Confirmation details that should be provided after scheduling
Q: What types of appointments can be scheduled?
Answer: You can configure various appointment types such as check-ups, specialist consultations, lab tests, vaccinations, and follow-up visits.
Q: What patient information should be collected?
Answer: Typically includes name, phone number, insurance details, reason for visit, preferred time slots, and any specific medical concerns.
Q: How do I set scheduling availability?
Answer: Configure your available days, hours, and any advance booking requirements, such as same-day availability or booking up to 2 weeks in advance.
Q: What confirmation details should patients receive?
Answer: Include appointment reminders, preparation instructions, cancellation policy, and location details in the confirmation process.
Q: What HR functions can the chatbot support?
Answer: The HR goals cover three main areas: HR Policy Questions, Employee Training Support, and Improving Employee Satisfaction.
Q: What does the HR Policy Questions goal help with?
Answer: This goal helps employees get quick answers to frequently asked HR policy questions without needing to contact HR staff directly.
Q: What topics are commonly covered in HR Policy Questions?
Answer: Common topics include PTO policies, health benefits, parental leave, remote work guidelines, performance reviews, compensation details, and company policies.
Q: How does the bot verify employee identity before sharing confidential information?
Answer: You can configure verification requirements such as employee ID, company email confirmation, manager approval, or other security measures.
Q: How should complex or unusual policy questions be handled?
Answer: Set up escalation paths to HR representatives, schedule consultation meetings, or provide contact information for personalized assistance.
Q: What training-related support can the chatbot provide?
Answer: The bot can provide information about training programs, help with registration, offer technical support, and handle follow-up questions.
Q: What specific training programs should the bot know about?
Answer: Configure information about new hire onboarding, compliance certifications, leadership development, technical skills training, and continuing education opportunities.
Q: What information do employees typically need about training opportunities?
Answer: Include registration deadlines, prerequisites, time commitments, certification benefits, and how training relates to career development.
Q: How can the bot handle technical issues with training platforms?
Answer: Provide troubleshooting steps, contact IT support, offer alternative access methods, or schedule technical assistance appointments.
Q: How can the chatbot help improve employee satisfaction?
Answer: The bot can collect feedback, address common concerns, promote recognition programs, and provide resources for workplace satisfaction.
Q: Which satisfaction metrics should the bot focus on?
Answer: Configure focus areas like work-life balance, career growth opportunities, management effectiveness, compensation satisfaction, and recognition systems.
Q: What resources can the bot offer for common employee concerns?
Answer: Include wellness programs, mentorship connections, anonymous feedback channels, recognition systems, and conflict resolution resources.
Q: How should sensitive satisfaction issues be escalated?
Answer: Set up direct HR contact, wellness hotlines, anonymous reporting systems, scheduled manager discussions, and survey incentives.
Q: What does the Miscellaneous category include?
Answer: This category contains various general-purpose goals including Help Customers, Signup For Free Trial, Promote Special Offer, and Register For A Webinar.
Q: What does the Help Customers goal provide?
Answer: This goal offers general customer support functionality, directing users to appropriate resources and providing initial assistance.
Q: How does the Signup For Free Trial goal work?
Answer: This goal captures leads interested in trying your product or service, collecting necessary information and providing trial access details.
Q: What information should be collected for free trial signups?
Answer: Typically includes name, email, company information, use case details, and specific features they want to explore.
Q: How can I promote current special offers?
Answer: Configure the bot to present your current promotions, explain offer details, and guide users through the redemption process.
Q: What details should be included when promoting offers?
Answer: Include offer percentage or discount amount, expiration dates, terms and conditions, eligible products, and redemption instructions.
Q: What does the webinar registration goal accomplish?
Answer: This goal helps capture registrations for upcoming webinars, educational events, or online presentations.
Q: What information is needed for webinar registration?
Answer: Collect attendee names, email addresses, company information, specific interests, and any questions they want addressed during the webinar.
Q: What individual action types are available?
Answer: Available action types include:
- Calendly (Schedule appointments)
- Custom Goal (Add custom goal)
- Collect User Data (Collect user details during conversation)
- Web Search (Search for information outside training data)
- Send Email (Send emails through the bot)
- Send API Request (Make API calls to external services)
Q: How does the Calendly integration work?
Answer: Calendly integration allows users to schedule appointments directly through the chatbot by connecting to your Calendly account.
Q: What do I need to configure for Calendly integration?
Answer: You need to select your Calendly account, choose team members, select event types, and customize the booking button text.
Q: What event types can be offered through Calendly?
Answer: You can offer any event types configured in your Calendly account, such as 15-minute meetings, consultations, demos, or longer appointment slots.
Q: Can I customize the booking button text?
Answer: Yes, you can change the button text from the default to something more specific like “Book a consultation,” “Schedule a demo,” or “Reserve your slot.”
Q: What does the Collect User Data action do?
Answer: This action systematically gathers user information during conversations for lead generation, personalization, and follow-up purposes.
Q: What types of data can be collected?
Answer: You can collect names, contact information, company details, preferences, pain points, budget information, and any custom attributes you define.
Q: When should I use the Web Search action?
Answer: Use this action when you need the bot to find current information that may not be in its training data, such as real-time pricing, current events, or updated product information.
Q: How does the Web Search action work?
Answer: The bot searches the web for relevant information based on user queries and presents the findings within the conversation.
Q: What can the Send Email action accomplish?
Answer: This action allows the bot to automatically send emails for follow-ups, information delivery, appointment confirmations, or lead nurturing.
Q: When would I use automated email sending?
Answer: Use this for immediate confirmation emails, information packets, appointment reminders, or scheduling follow-up communications.
Q: What is the Send API Request action used for?
Answer: This action enables integration with external systems, databases, or services through API calls to retrieve or submit information.
Q: What types of integrations can be achieved with API requests?
Answer: You can integrate with CRM systems, databases, payment processors, inventory systems, or any service that provides API access.
Q: How do I create a Custom Goal?
Answer: Click on Custom Goal, provide a clear goal name and description, then configure the specific actions and responses needed to achieve your objective.
Q: What should I consider when creating a Custom Goal?
Answer: Define clear success metrics, identify required user information, plan conversation flow, and determine integration needs with existing systems.
Q: Can Custom Goals combine multiple functions?
Answer: Yes, you can create complex Custom Goals that incorporate multiple actions like data collection, external integrations, and follow-up communications.
Q: How do I test my Custom Goals before deployment?
Answer: Use the platform’s preview and testing features to simulate user interactions and ensure your Custom Goal functions as intended.
Q: How do I know if my goals are working effectively?
Answer: Monitor conversion rates, completion rates, user feedback, and achievement of specific business objectives associated with each goal.
Q: Can I modify goals after they are deployed?
Answer: Yes, you can update goal configurations, add new questions, modify responses, and adjust actions based on performance data and user feedback.
Q: Should I use multiple goals or focus on one primary goal?
Answer: This depends on your business needs. Start with one primary goal and gradually add complementary goals as you understand user behavior and needs better.
Q: How do I prioritize which goals to implement first?
Answer: Prioritize based on business impact, user demand, implementation complexity, and available resources. Start with goals that provide immediate value and are easier to implement.
What are Actions in the chatbot builder?
Answer: Actions are specific functionalities and goals you can configure for your chatbot to achieve particular business objectives, such as collecting leads, scheduling appointments, or providing customer support.
Q: What is the difference between All Actions and Custom Goal?
Answer: All Actions shows pre-built action templates you can add to your chatbot, while Custom Goal allows you to create personalized goals tailored to your specific business needs.
Q: How do I add an action to my chatbot?
Answer: Browse through the available action categories, select the action you want, and click “Add to bot” to integrate it into your chatbot’s functionality.
Q: What goal categories are available?
Answer: The platform offers five main goal categories:
Sales and Marketing
Customer Support & Engagement
Healthcare
Human Resources
Miscellaneous
Q: Can I use multiple goal categories for one chatbot?
Answer: Yes, you can combine different goal categories to create a comprehensive chatbot that serves multiple business purposes.
Q: How do I choose the right goal category for my business?
Answer: Select the category that best matches your primary business objective. You can always add additional categories later as your needs expand.
Q: What does the Sales and Marketing goal help accomplish?
Answer: This goal focuses on lead generation, product promotion, and driving specific customer actions that contribute to sales growth.
Q: What specific questions does the Sales and Marketing setup ask?
Answer: The setup asks about:
What specific action you want people to take
Your primary value proposition
Special offers, coupons, or discounts to highlight
Particular links or pages you want to promote
Lead generation basics you want to acquire from users
Q: How can I use this goal for lead generation?
Answer: Configure the bot to collect essential information like names, email addresses, phone numbers, company details, and specific interests related to your products or services.
Q: Can I promote multiple products or services?
Answer: Yes, you can configure the bot to present different options and guide users to relevant products based on their interests and responses.
Q: How do I set up special offers through this goal?
Answer: Specify your current promotions, discount codes, or special deals in the setup, and the bot will present these offers at appropriate moments in the conversation.
Q: What does the Customer Support & Engagement goal focus on?
Answer: This goal is designed to gather customer feedback, improve satisfaction, and enhance overall customer experience.
Q: What specific areas does this goal cover for feedback collection?
Answer: The setup asks about:
Specific product or service aspects you need feedback on
Best timing to request customer feedback
Incentives you can offer for detailed feedback
How negative feedback should be addressed in real-time
Q: How can I use this goal to improve customer satisfaction?
Answer: Configure the bot to proactively ask for feedback, identify pain points, and provide immediate solutions or escalation paths for customer concerns.
Q: Can this goal help with product development?
Answer: Yes, by collecting specific feedback about product features, usability, and customer preferences, you can gather valuable insights for product improvement.
Q: How should the bot handle negative feedback?
Answer: You can configure responses that acknowledge concerns, offer immediate support contact, provide solution resources, or escalate to human agents when needed.
Q: What healthcare-related functions can the chatbot perform?
Answer: The healthcare goal primarily focuses on appointment scheduling and patient information management.
Q: What does the Healthcare Schedule Appointments setup include?
Answer: The setup covers:
What appointment types your bot should offer to schedule
Patient information required to book an appointment
Your scheduling availability window
Confirmation details that should be provided after scheduling
Q: What types of appointments can be scheduled?
Answer: You can configure various appointment types such as check-ups, specialist consultations, lab tests, vaccinations, and follow-up visits.
Q: What patient information should be collected?
Answer: Typically includes name, phone number, insurance details, reason for visit, preferred time slots, and any specific medical concerns.
Q: How do I set scheduling availability?
Answer: Configure your available days, hours, and any advance booking requirements, such as same-day availability or booking up to 2 weeks in advance.
Q: What confirmation details should patients receive?
Answer: Include appointment reminders, preparation instructions, cancellation policy, and location details in the confirmation process.
Q: What HR functions can the chatbot support?
Answer: The HR goals cover three main areas: HR Policy Questions, Employee Training Support, and Improving Employee Satisfaction.
Q: What does the HR Policy Questions goal help with?
Answer: This goal helps employees get quick answers to frequently asked HR policy questions without needing to contact HR staff directly.
Q: What topics are commonly covered in HR Policy Questions?
Answer: Common topics include PTO policies, health benefits, parental leave, remote work guidelines, performance reviews, compensation details, and company policies.
Q: How does the bot verify employee identity before sharing confidential information?
Answer: You can configure verification requirements such as employee ID, company email confirmation, manager approval, or other security measures.
Q: How should complex or unusual policy questions be handled?
Answer: Set up escalation paths to HR representatives, schedule consultation meetings, or provide contact information for personalized assistance.
Q: What training-related support can the chatbot provide?
Answer: The bot can provide information about training programs, help with registration, offer technical support, and handle follow-up questions.
Q: What specific training programs should the bot know about?
Answer: Configure information about new hire onboarding, compliance certifications, leadership development, technical skills training, and continuing education opportunities.
Q: What information do employees typically need about training opportunities?
Answer: Include registration deadlines, prerequisites, time commitments, certification benefits, and how training relates to career development.
Q: How can the bot handle technical issues with training platforms?
Answer: Provide troubleshooting steps, contact IT support, offer alternative access methods, or schedule technical assistance appointments.
Q: How can the chatbot help improve employee satisfaction?
Answer: The bot can collect feedback, address common concerns, promote recognition programs, and provide resources for workplace satisfaction.
Q: Which satisfaction metrics should the bot focus on?
Answer: Configure focus areas like work-life balance, career growth opportunities, management effectiveness, compensation satisfaction, and recognition systems.
Q: What resources can the bot offer for common employee concerns?
Answer: Include wellness programs, mentorship connections, anonymous feedback channels, recognition systems, and conflict resolution resources.
Q: How should sensitive satisfaction issues be escalated?
Answer: Set up direct HR contact, wellness hotlines, anonymous reporting systems, scheduled manager discussions, and survey incentives.
Q: What does the Miscellaneous category include?
Answer: This category contains various general-purpose goals including Help Customers, Signup For Free Trial, Promote Special Offer, and Register For A Webinar.
Q: What does the Help Customers goal provide?
Answer: This goal offers general customer support functionality, directing users to appropriate resources and providing initial assistance.
Q: How does the Signup For Free Trial goal work?
Answer: This goal captures leads interested in trying your product or service, collecting necessary information and providing trial access details.
Q: What information should be collected for free trial signups?
Answer: Typically includes name, email, company information, use case details, and specific features they want to explore.
Q: How can I promote current special offers?
Answer: Configure the bot to present your current promotions, explain offer details, and guide users through the redemption process.
Q: What details should be included when promoting offers?
Answer: Include offer percentage or discount amount, expiration dates, terms and conditions, eligible products, and redemption instructions.
Register For A Webinar
Q: What does the webinar registration goal accomplish?
Answer: This goal helps capture registrations for upcoming webinars, educational events, or online presentations.
Q: What information is needed for webinar registration?
Answer: Collect attendee names, email addresses, company information, specific interests, and any questions they want addressed during the webinar.
Q: What individual action types are available?
Answer: Available action types include:
Calendly (Schedule appointments)
Custom Goal (Add custom goal)
Collect User Data (Collect user details during conversation)
Web Search (Search for information outside training data)
Send Email (Send emails through the bot)
Send API Request (Make API calls to external services)
Q: How does the Calendly integration work?
Answer: Calendly integration allows users to schedule appointments directly through the chatbot by connecting to your Calendly account.
Q: What do I need to configure for Calendly integration?
Answer: You need to select your Calendly account, choose team members, select event types, and customize the booking button text.
Q: What event types can be offered through Calendly?
Answer: You can offer any event types configured in your Calendly account, such as 15-minute meetings, consultations, demos, or longer appointment slots.
Q: Can I customize the booking button text?
Answer: Yes, you can change the button text from the default to something more specific like “Book a consultation,” “Schedule a demo,” or “Reserve your slot.”
Q: What does the Collect User Data action do?
Answer: This action systematically gathers user information during conversations for lead generation, personalization, and follow-up purposes.
Q: What types of data can be collected?
Answer: You can collect names, contact information, company details, preferences, pain points, budget information, and any custom attributes you define.
Q: When should I use the Web Search action?
Answer: Use this action when you need the bot to find current information that may not be in its training data, such as real-time pricing, current events, or updated product information.
Q: How does the Web Search action work?
Answer: The bot searches the web for relevant information based on user queries and presents the findings within the conversation.
Q: What can the Send Email action accomplish?
Answer: This action allows the bot to automatically send emails for follow-ups, information delivery, appointment confirmations, or lead nurturing.
Q: When would I use automated email sending?
Answer: Use this for immediate confirmation emails, information packets, appointment reminders, or scheduling follow-up communications.
Q: What is the Send API Request action used for?
Answer: This action enables integration with external systems, databases, or services through API calls to retrieve or submit information.
Q: What types of integrations can be achieved with API requests?
Answer: You can integrate with CRM systems, databases, payment processors, inventory systems, or any service that provides API access.
Q: How do I create a Custom Goal?
Answer: Click on Custom Goal, provide a clear goal name and description, then configure the specific actions and responses needed to achieve your objective.
Q: What should I consider when creating a Custom Goal?
Answer: Define clear success metrics, identify required user information, plan conversation flow, and determine integration needs with existing systems.
Q: Can Custom Goals combine multiple functions?
Answer: Yes, you can create complex Custom Goals that incorporate multiple actions like data collection, external integrations, and follow-up communications.
Q: How do I test my Custom Goals before deployment? Answer: Use the platform’s preview and testing features to simulate user interactions and ensure your Custom Goal functions as intended.
Q: How do I know if my goals are working effectively?
Answer: Monitor conversion rates, completion rates, user feedback, and achievement of specific business objectives associated with each goal.
Q: Can I modify goals after they are deployed?
Answer: Yes, you can update goal configurations, add new questions, modify responses, and adjust actions based on performance data and user feedback.
Q: Should I use multiple goals or focus on one primary goal?
Answer: This depends on your business needs. Start with one primary goal and gradually add complementary goals as you understand user behavior and needs better.
Q: How do I prioritize which goals to implement first?
Answer: Prioritize based on business impact, user demand, implementation complexity, and available resources. Start with goals that provide immediate value and are easier to implement.