Bot settings

"Bot settings" determine what customers see in the chat widget and how the AI speaks. Changes take effect the next time a customer opens the chat widget after you save.

Name, welcome message and color

The name customers see in the widget header, the first message they see when they open the widget, and the widget's theme color. You only need to write the welcome message in one language; it will be translated automatically into the customer's language.

Instructions (guidance for the AI)

Use a few sentences to tell the AI about your brand and your rules, for example:

We are an independent watch brand and our prices are in euros. Keep the tone friendly and concise. Do not promise specific delivery dates.

This is the right place for your brand introduction, tone and things the AI must not say. Factual content such as policies and prices is more reliably placed in the knowledge base.

Language

The chat widget displays the language that matches the visitor's location, and the AI answers in the language the customer uses; customers can also switch languages in the widget, or simply tell the AI "Please answer in English."

Here you can:

• Set the default language: used when the visitor's location cannot be determined.
• Turn off languages you don't need: languages you turn off will not appear in the language menu.
• Turn off location-based detection so that all visitors use the same language by default.

Getting customers to start the conversation

• Quick buttons: show a few scenario buttons when the widget opens, such as "Check order" and "Returns and exchanges"; when a customer clicks one, the corresponding question is sent on their behalf.
• Suggested replies: after each answer, the AI offers 2–3 follow-up questions the customer can click.

Fallback message

The message shown when the AI makes an error, declines to answer or runs out of quota. We recommend including alternative ways to contact you.

Handoff to a human and automatic closing

For handoff methods and assignment rules, see Conversations and handoff. When "AI automatically ends conversations" is turned on and a customer clearly indicates they have no other questions, the AI says goodbye and ends the conversation, then asks the customer to rate it.