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.

Choose one of the following options: English, Croatian, Spanish, Portuguese, Arabic, Other (Latin), and Other (non-Latin).

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.

You can change the language of the chatbot through the Settings tab at any time. However, if your 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.

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.

Tracking and URL shortening

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. You can view this information in the Infobip Analyze module.
• Shorten URLs: Reduce the length of the URLs that you send to end users. Doing so reduces the character count, reduces the screen space occupied by the URL on the end user's device, and makes the links more readable.
  Shortened URLs are displayed only in live sessions. The simulator and previews in chatbot elements display the original URL. Also, reports in the Analyze module contain the original URL.

You can enable URL shortening without enabling URL tracking. However, to enable URL tracking, you must first enable URL shortening.