Bot settings

Overview

The Bot Settings panel in CX Genie lets administrators fine-tune how the bot greets users, handles unknown questions, learns from conversations, and collects customer details. These settings improve the customer experience but remain optional — your bot will still function without them.

Reply

Opening

When a new conversation starts, you can decide how the bot greets the customer.

1. Input Your Greeting

• Write a custom greeting message (max 255 characters).

• Supports rich text formatting (bold, italic, lists, links, etc.).

• Optionally, add an image to make your greeting more engaging.

• Example: “Hello 👋 Welcome to CXG! How can I help you today?”

2. Workflow Greeting

• Instead of a static message, start directly with a Workflow.

• The bot triggers a workflow using “When customer created new conversation” as the condition.

• Useful if you want a dynamic opening sequence (e.g., showing multiple choices, asking a quick question, or starting a form).

Tip: Use Workflow Greeting if your business needs structured onboarding or lead capture. Use Input Greeting for a simple welcome message.

Show chat session option

Choose what customers see when opening the chat:

• Show all chat sessions → Customers can view their entire chat history.

• Show opened chat sessions only → Customers see only active, ongoing sessions.

Bot's Knowledge

• Allow Bot to use Online Search → Bot can pull answers from the web.

• Show answer source → Display the source (FAQ, Article, URL, etc.).

Learning from conversation

• Toggle Allow bot to learn from conversations:

  • Immediately → Bot learns instantly.

  • After reviewing → Knowledge must be approved before use.

• Available only in Premium plans & LTD packages.

Automation

The Automation section lets you configure how the bot responds automatically to unknown questions and how detailed its answers should be.

1. Auto reply

• Toggle this on/off to let the bot reply automatically to user messages.

2. Action on unknown question Choose how the bot should react when it doesn’t know the answer:

• Input your answer → Provide a fallback message (e.g., “Sorry, I don’t have enough information to answer this question.”).

• AI-generated answer → The bot will attempt to reply using AI models.

• No reply → The bot stays silent.

• Trigger bot’s unknown answer workflow → Start a workflow you’ve designed for unknown inputs.

3. Bot’s answer length Adjust the level of detail in the bot’s responses:

• Short → Summarized, concise replies.

• Normal → Standard length (default).

• Long → More detailed responses, longer than the normal format.

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Chat Behavior Enhancements

• Emoji in replies → Bot can include emojis in responses.

• Auto-suggestion → Bot suggests replies to human agents. ⚠️ Auto-suggestion works only if Auto-reply is disabled.

Collecting User Information

• Toggle Collect information before chat: Request details before a session starts.

• Choose collection mode:

  • Basic info → Name, Email, Phone (default fields).

  

  • Custom info → Use the Form Builder add-on to design tailored fields (e.g., service type, preferred date).

    • Note: This feature is only available when purchasing the add-on Form Builder

  

Example / Use Case

A bakery chatbot named PoizPiez:

• Greets users: “Hello, PoizPiez is here. What would you like to order?” (with a croissant image).

• Shows full conversation history.

• Learns from resolved tickets after admin review.

• Responds to unknowns with: “Sorry, we can’t get your question.”

• Collects Name and Email before starting chats.

• Uses emoji to maintain a friendly tone.

Notes

• Always click Save changes to apply edits.

• For Custom information, design fields in the Form Builder.

• Avoid enabling Auto-reply and Auto-suggestion at the same time.