Bot settings

Overview

The Bot Settings panel in CX Genie allows administrators to customize how the bot greets users, handles unknown messages, learns from conversations, and collects user information. These settings enhance the customer experience but are optional — your bot can still function without configuring them.

Configuration Options

Greeting Message

  • Set a friendly message in the Greeting field to welcome customers.

  • Optionally, upload an image (e.g., product photo, logo).

  • Character limit: 255 characters.

Figure 1: Bot Greeting and Image Setup

Chat Start Display

Choose what the customer sees when they open a chat:

  • Show full chat history: User can view all previous conversations.

  • Show only the newest conversation: Cleaner view with only the latest active session.

Figure 2: Chat Start Options

Learning from Conversations

  • Toggle Allow bot to learns to answer from conversations:

    • When on, selected users can extract answers from closed Live Chat or Ticket sessions.

  • Choose when the bot applies the new knowledge:

    • Immediately: Learns instantly after action.

    • After reviewing: Requires approval before applying knowledge.

*Note: This feature is only available for Premium plans and Lifetime Deal (LTD) packages.

Figure 3: Learning from Conversations

Automation – Unknown Questions

In the Auto reply section:

  • Enable or disable auto-reply mode.

  • Choose how the bot handles unknown questions:

    • Input your answer: Use a predefined fallback message.

    • AI-generated answer: Bot tries to reply using AI models.

    • No reply: Bot remains silent on unknowns.

Figure 4: Unknown Question Handling

Chat Behavior Enhancements

  • Emoji in replies: When enabled, the AI can use emoji in its responses..

  • Auto-suggestion: Bot suggests replies to human agents.

Figure 5. Auto-suggestion when displayed

  • ⚠️ Note: This feature only works if Auto-reply is disabled.

Figure 6: Chat Behavior Ehancements

Collecting User Information

  • Toggle Collect information before chat:

    • Ask for contact info (e.g., Name, Email) before starting a conversation.

  • Select collection mode:

    • Basic information: Use default fields (Name, Email, Phone).

Figure 7. Information field is played when toggle on
Figure 8: Contact Info Collection

  • Custom information: Use the Form Builder to create custom fields tailored to your business (e.g., preferred date, service type).

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

Figure 9: Custom Form via Form Builder

Example / Use Case

A bakery chatbot named PoizPiez:

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

  • Shows full conversation history.

  • Learns from resolved tickets after admin review.

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

  • Collects Name and Email before users chat.

  • Uses emoji for a friendly tone.

Notes

  • Don’t forget to click Save changes to apply edits.

  • If using Custom information, design your fields via the Form Builder module.

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

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