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. Specify a unique name so that you can identify the chatbot.

You can edit the name at any point before you activate the chatbot.

If the chatbot transfers a chat to Inbox, Inbox shows the chatbot name as the sender. This applies to all messages that the chatbot sends to the end user.

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 [#sender]

Specify one or more senders that the chatbot uses to communicate with the end user.

Sender setup

If you have only one sender, it is selected by default.

You can design the chatbot without selecting a sender, but you must specify at least one sender before activating the chatbot.

Infobip test sender

(Self-service customers only) If you select the Infobip test sender, you cannot share the chatbot with others. You can test the chatbot only on your device with the number that you verified during signup.

Sender information by channel

The type of sender depends on the channel that you select.

Add a sender to an inactive chatbot [#add-to-inactive-chatbot-sender]

To add a sender, select the required sender in the Settings tab > Sender field.

To add more than one sender, select Add sender and select the required sender.

(WhatsApp only) To register a sender, select Register WhatsApp number.

When you activate the chatbot, it is activated on all the senders that you add.

Remove a sender from an inactive chatbot [#remove-from-inactive-chatbot-sender]

In the Settings tab > Sender field, select x next to the sender that you want to remove.

Add a sender to an active chatbot [#add-to-active-chatbot-sender]

You can configure additional senders for an active chatbot.

Do the following to add a sender:

1. Go to the Settings tab > Sender field.
2. Select Add sender.
3. Select the required sender. (WhatsApp only) To register a sender, select Register WhatsApp number.
4. Select Activate next to the sender.

The chatbot is active on the sender that you added.

Deactivate a sender for an active chatbot [#remove-from-active-chatbot-sender]

When you deactivate a sender from an active chatbot, the chatbot is deactivated only on that sender. The chatbot remains active on all other senders that are configured for the chatbot.

Do the following:

1. Go to the Settings tab > Sender field.
2. Select Deactivate next to the sender that you want to remove.

The system deactivates the chatbot on the selected sender. But the sender is still displayed in the chatbot.

Language

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

Supported languages [#supported-languages-language]

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 [#supported-languages-for-ai-chatbots-language]

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 Chatbots 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 [#change-chatbot-language-language]

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

Change language for AI chatbots [#change-language-for-ai-chatbots-language]

You can change the language for AI chatbots. But if your AI chatbot contains NER attribute types that the selected language does not support, these attributes become 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 is invalid. Arabic does not support the Date NER attribute type.

AI disclosure [#ai-disclosure]

If your chatbot uses AI to respond to end users directly, tell end users that they are interacting with AI. Example: Your chatbot uses an AI agent, a knowledge agent, or an AI assistant.

To show a disclosure message to end users automatically:

1. On the Settings tab, turn on AI disclosure message.
2. Enter the disclosure message, or keep the default message.

Make sure that the message clearly tells end users that AI generates the responses. Write the message in the language of the chatbot.

If your chatbot uses an AI agent, you can turn on AI disclosure in the chatbot, in the AI agent, or in both. If both are on, the chatbot setting takes priority.

If the chatbot uses AI and AI disclosure is off, a warning appears when you activate the chatbot.

For guidance on when to disclose and what to write, see AI transparency and disclosure.

QR code and chatbot link [#chatbot-settings-qr-code-link]

View the QR code and the link to your chatbot.

After you activate your WhatsApp chatbot, the QR code and link to the chatbot are displayed.

Use the QR code and link to do the following:

• Enable end users to contact your chatbot. Share the QR code and link with end users through your public-facing communication media. Example: Display the QR code on your website and printed materials, or share the link on social media and newsletters.
• Scan the QR code or use the chatbot link to test your chatbot.

View QR code for a sender [#qr-code]

Each sender has a different QR code. To view the QR code for a specific sender, select the sender from the list in the Sender field.

To download the QR code, select Download image.

View the chatbot link for a sender [#chatbot-link]

Each sender has a different chatbot link. To view the chatbot link for a specific sender, select the sender from the list in the Sender field.

Select Copy link to chatbot.

Update the welcome message [#welcome-message]

When an end user uses the QR code or the link to the chatbot, their WhatsApp app opens to start a conversation with your chatbot. A pre-written message, Hi, is added automatically in the message box. The end user can send this predefined message to your chatbot to start the conversation.

You can customize this pre-written message for each sender. Select a Sender and then specify the required message in the Pre-written user message field.

Voice messages [#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.

For information about how to use voice functionality in your chatbot, see Create a voice-enabled chatbot.

Enable voice functionality [#enable-voice-functionality]

Follow these steps to enable voice functionality:

1. In the Voice messages section, enable Voice messages.
2. In the confirmation screen, select Confirm.
3. Configure the following:

   • Chatbot response language: Language in which the chatbot communicates with the end user.

   • End-user language: Language in which the chatbot expects the end user to communicate.

   • Voice: Profile used for the voice messages sent by the chatbot. You can select whether the voice is male or female, and the voice name. Example: Male (Alonso).

     The available voices depend on the language that you select in the Chatbot response language field.

     Voices that are marked as neural have more natural, human-like speech.

   • Speech rate: 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.

Disable voice functionality [#disable-voice-functionality]

Follow these steps to disable voice functionality:

1. In the Voice messages section, disable Voice messages.

2. In the confirmation screen, select Turn off.

Escape phrases [#escape-phrases-settings]

Escape phrases are phrases that end users are likely to use when they want to restart the conversation. Example: Help, Menu, Back, Start, or Exit.

Configure escape phrases for your chatbot. When the end user sends one of the configured escape phrases, the chatbot exits the current dialog and redirects the flow to the dialog that has the Default intent.

Guidelines and best practices [#guidelines-escape-phrases]

• The chatbot recognizes escape phrases only if the end user's message contains the exact phrase and does not contain other words.
• Escape phrases are not case sensitive.
• 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 response element and as an escape phrase. When the end user replies Exit to the User Response element, the chatbot might take action for the escape phrase instead of taking action for the keyword.

Configure an escape phrase [#configure-escape-phrases]

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

You can add more than one escape phrase.

Session timeout [#session-timeout]

In some cases, the end user may not respond to the chatbot immediately. Configure the interval for which the 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.

Chatbot contains components [#chatbot-settings-session-timeout-chatbot-with-components]

If the chatbot contains components that have not finished processing, the component inherits the chatbot session timeout instead of maintaining a separate timeout. Session re-engagement messages also work while the end user is inside a component.

Example: The chatbot session timeout is set to 10 minutes. A component starts processing and waits for an end user response. The component does not use a separate 5-minute timeout. The entire session stays active for the full 10 minutes.

Session re-engagement

If an end user is idle, you can send them a reminder before their session expires. If they do not respond before the configured Session timeout, the session ends.

Configure the following:

• Reminder time: The time after which the chatbot sends the reminder.

  The maximum reminder time depends on the Session timeout setting. Example: If the session timeout is 5 minutes, the maximum reminder time is 2 minutes. If the timeout is 6 hours, the maximum is 3 hours.

• Reminder message: The message to send to the end user.

You can configure reminders for one or more of the following cases:

• Outside the dialog: Sent when the end user has stopped sending messages outside a dialog. The chatbot is not expecting a response from the end user.
• In-dialog: Sent when the end user has stopped responding while inside a dialog. The chatbot is waiting for a reply from the end user. Example: A response to a Save user response or User response element.

Re-engagement time window

Configure a time window during which re-engagement messages can be sent. This prevents reminders from being sent during undesirable hours, such as late at night.

If the reminder cannot be sent during this time window, it is not sent.

Configure the time zone, start time, and end time for the window.

Track and shorten URLs [#tracking-and-url-shortening]

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.

Shorten URLs [#url-shortening-url-shortening-and-tracking]

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 can 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. 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. Use this option to 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, see the URL shortening documentation.

Shorten URLs that contain default domains [#shorten-urls-that-contain-default-domains-url-shortening-and-tracking]

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.

Shorten URLs that contain custom domains [#shorten-urls-that-contain-custom-domains-url-shortening-and-tracking]

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.

Track URLs [#url-tracking-url-shortening-and-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.

For the list of fields that the system tracks when you enable this option, see the URL tracking documentation.

Typing indicator (WhatsApp only) [#whatsapp-typing-indicator]

When you enable this feature, the chatbot shows a typing indicator (three dots) during conversations. The indicator lets end users know that the chatbot is generating a response. Example: The chatbot is retrieving information from an API.

This feature is enabled by default. You can disable it if required.

Message data (optional) [#message-data-settings]

Add custom callback data, such as platform ID and payload, to messages that you send to end users.

This data is available in message reports. Use this data to enhance your analytics reports. You can do the following:

• Track sessions
• Create insights
• Link to your existing data

This data is not visible to the end user.

Specify the callback data [#message-data-specify]

Go to the Settings tab > Message data section in your chatbot. In the Data payload field, enter the callback data. Example: A string value, platform ID, or an attribute.

The system adds this data to all messages that the chatbot sends.

The Data payload field can contain a maximum of 4,000 characters. You can also include attributes in this field.