Chatbot Settings

The Settings tab gives an overview of the chatbot configuration.

You can view and update the following information. Any changes that you make are saved automatically.

Chatbot name

The name of the chatbot. This is the name that you specified when you created the chatbot. You can edit the name at any point before you activate the chatbot.

Chatbot description

Add the purpose of the chatbot. You can add a maximum of 500 characters.

Channel

The channel that you selected when you created the chatbot.

Sender

The type of sender depends on the channel that you selected. Example: For WhatsApp, the sender is a phone number.

You do not need to define the sender while designing the chatbot. However, you must define the sender before you activate the chatbot.

Language

The language in which the chatbot sends messages to the end user.

Supported languages

Albanian, Arabic, Armenian, Awadhi, Azerbaijani

Bashkir, Belarusian, Bengali, Bhojpuri, Bosnian, Brazilian Portuguese, Bulgarian

Chhattisgarhi, Croatian, Czech

Danish, Dogri, Dutch

English, Estonian

Faroese, Finnish, French

Georgian, German, Greek, Gujarati

Haryanvi, Hindi, Hungarian

Indonesian, Irish, Italian

Javanese

Kannada, Kashmiri, Kazakh, Konkani, Korean, Kyrgyz

Latvian, Lithuanian

Macedonian, Maithili, Malay, Maltese, Marathi, Marwari, Moldovan, Mongolian, Montenegrin

Nepali, Norwegian

Odia

Pashto, Persian (Farsi), Polish, Portuguese, Punjabi

Rajasthani, Romanian, Russian

Sanskrit, Santali, Serbian, Sindhi, Sinhala, Slovak, Slovenian, Spanish, Swedish

Turkish

Ukrainian, Urdu, Uzbek

Vietnamese

Welsh

Other (Latin)

Other (non-Latin)

Supported languages for AI chatbots

For AI-driven chatbots, choose a language in which words are separated by a space. So, you can use most of the languages that are supported by Answers to build an AI chatbot. You cannot use languages in which words are not separated by a space. Example: Chinese, Japanese, Thai, and Lao.

Change chatbot language

You can change the language of the chatbot through the Settings tab at any time.

Change language for AI chatbots

You can change the language for AI chatbots. However, if your AI chatbot contains NER attribute types that the new language does not support, these attributes would be invalid. You must correct the error before you activate the chatbot.

Example: Your chatbot language is English and you create the Start Date NER attribute with the Date attribute type. If you then change the language to Arabic, the Start Date NER attribute would be invalid because Arabic does not support the Date NER attribute type.

Voice messages

Enable voice functionality so that your chatbot can send and receive voice messages. When you enable voice functionality for the chatbot, both text-to-speech and speech-to-text services are enabled.

Follow these steps to enable voice functionality.

1. In the Voice messages section, enable voice messages.
2. In the confirmation screen, select Turn on service.
3. Select the following for voice messages sent to the end user:
   • Language in which the voice message is sent.
   • Whether the voice is male or female. You can also select different voices for male and female.
   • The speed at which the chatbot reads the message to the end user. The minimum value is 0 (slowest speed) and the maximum value is 2 (fastest speed). Select the required decimal value.
   

For information about how to use the voice functionality in your chatbot, refer to the Voice-enabled chatbots documentation.

Escape phrases

Configure phrases that end users are likely to use when they want to restart the conversation. Example: Help, Menu, Back, Start, and Exit. When the end user sends an escape phrase, the chatbot exits the current dialog and redirects the flow to the dialog that has the 'Default' intent. The chatbot recognizes escape phrases only if the end user's message contains the exact phrase and does not contain other words.

You can add more than one escape phrase.

Do not use the same word as a keyword and as an escape phrase. If you do, the chatbot might not take the expected action. Example: You use Exit as a keyword in a User Input element and as an escape phrase. When the end user replies Exit to the User Input element, instead of taking action for the keyword, the chatbot might take action for the escape phrase.

To configure an escape phrase, enter the phrase and press Enter.

Session timeout

In some cases, the end user may not respond to the chatbot immediately. Configure the interval for which chatbot needs to wait for a message from the end user before ending the session. When the session ends, the session attributes and conversation context are deleted. If the end user sends a message after the interval, a new session starts from the introductory dialog.

The maximum session timeout interval is 24 hours.

Session re-engagement

Configure the time duration after which the chatbot sends a reminder to the end user that the session is about to expire. You can configure the following options:

• In-dialog message: Triggered when the end user has stopped sending messages to the chatbot while inside a dialog. The chatbot is waiting for a response from the end user. Example: A response for the Attribute element or User Input element.
• Outside the dialog message: Triggered when the end user has stopped sending messages to the chatbot outside a dialog. The chatbot is not expecting a response from the end user. The session is still active. The conversation can continue if the end user has further questions or requests for the chatbot.

The time values for each option depends on the time period configured in the Session timeout section. Example: If the session timeout is 5 minutes, the maximum in-dialog message time is 2 minutes. If the session timeout is 6 hours, the maximum in-dialog message time is 3 hours.

URL shortening and tracking

If your messages contain links (URLs), you can do the following.

• Track URL clicks: Track the number of times an end user clicks a URL that you send them, and identify where the clicks originated from.
• Shorten URLs: Reduce the length of the URLs that you send to end users.

URL shortening

If the links (URLs) that you include in messages to end users are long or contain other parameters, end users might consider such URLs untrustworthy or spam.

Also, some channels might have a limit on the number of characters in a message. If a message contains long URLs, it increases the length of the message. If a message exceeds the character limit, the message might be divided into multiple messages, which could increase costs.

URL shortening enables you to shorten the length of the links that you share with end users. Shortening the links also reduces the screen space occupied by the link on the end user's device, and makes the links more readable.

Depending on the type of URLs in your message, follow one of these options.

• Shorten the entire URL: Use this option for URLs that contain a primary or default domain. Example: www.infobip.com (opens in a new tab). Follow the instructions in the Shorten URLs that contain default domains section.
• Shorten the URL but retain the custom domain: Use this option for URLs that contain a custom domain or subdomain. Example: www.dev.infobip.com (opens in a new tab). Use this option to can send personalized, branded links to end users. Follow the instructions in the Shorten URLs that contain custom domains section.

(Optional) For both primary and custom domains, you can also remove the 'http' or 'https' prefix from the URL.

The settings that you choose are applied to all the links in the message.

For more information, refer to the URL shortening documentation.

Shorten URLs that contain default domains

1. Select Shorten URLs.
2. In the Choose a domain field, select Default domain.
3. (Optional) To remove the protocol from the shortened URL, select Shorten by removing 'https://' from domain.

The URL is shortened as shown in the following example.

Original URL	https://www.infobip.com/docs/answers/chatbot-settings#tracking-and-url-shortening (opens in a new tab)
Shortened URL	https://rrj.nu/x5T3jd2Y (opens in a new tab) The entire URL is shortened.
Shortened URL with protocol removed	rrj.nu/x5T3jd2Y The entire URL is shortened, and the protocol https is removed.

Shorten URLs that contain custom domains

1. Select Shorten URLs.
2. In the Choose a domain field > Custom domain section, select the custom domain. If you do not see your custom domain in the list, select Add domain to register the domain.
3. (Optional) To remove the protocol from the shortened URL, select Shorten by removing 'https://' from domain.

The URL is shortened as shown in the following example.

Original URL	https://www.dev.infobip.com/docs/api/customer-engagement/moments (opens in a new tab)
Shortened URL	https://www.dev.infobip.com/x5T3jd2Y (opens in a new tab) The custom domain https://www.dev.infobip.com (opens in a new tab) is retained. The URL content after the custom domain https://www.dev.infobip.com (opens in a new tab) is shortened.
Shortened URL with protocol removed	https://www.dev.infobip.com/x5T3jd2Y (opens in a new tab) The custom domain https://www.dev.infobip.com (opens in a new tab) is retained, the URL content after the custom domain https://www.dev.infobip.com (opens in a new tab) is shortened, and the protocol https is removed.

URL tracking

URL tracking enables you to track the number of times end users click the URL that you send them. You can also identify where the clicks originated from. View this information in Analyze.

To enable URL tracking, select Track URL clicks.

To get a list of fields that are tracked when you enable this option and for more information about URL tracking, refer to the URL tracking documentation.