> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/bots/bot-settings.md).

# 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.

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2F678AGXFIqDKPqiBbyOan%2Fimage.png?alt=media&amp;token=9bc3cf56-3e84-41a7-adf6-df744ae7c435" alt=""><figcaption></figcaption></figure>

#### 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

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FhPgUywZEQW9ML2iCRLTv%2Fimage.png?alt=media&amp;token=3f9adf13-5574-4f2f-99c7-3656b8c08346" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FOLVo8vtPUSAlTeQRR3Hi%2Fimage.png?alt=media&amp;token=6fe5f082-73f4-438e-84c3-93b50550af8c" alt=""><figcaption></figcaption></figure>

* **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.*

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FJZHLKEbxxRdzPikqsYE8%2Fimage%202.png?alt=media&amp;token=0aaecafe-e025-47ed-9599-3116241622ff" alt=""><figcaption></figcaption></figure>

***

## 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.
*

```
<figure><img src="/files/VCmu41m45vqchQpRLp2i" alt=""><figcaption></figcaption></figure>
```

***

### 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.*

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FTl4C1XW57OqQ5wfc1iOJ%2Fimage%205.png?alt=media&amp;token=2b7752cf-08e0-40c6-b730-b9440698750a" alt=""><figcaption><p>Chat Behavior Ehancements</p></figcaption></figure>

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FDIzOhgfroVT03FMT4Yfr%2Fimage%204.png?alt=media&amp;token=98b9160b-88be-406f-a56c-d14e050aa9be" alt=""><figcaption><p>Auto-suggestion when displayed</p></figcaption></figure>

***

### Collecting User Information

* Toggle **Collect information before chat**: Request details before a session starts.
* Choose collection mode:

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

  <figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FH7TdZUn6DvhBivAAHtyd%2Fimage%207.png?alt=media&amp;token=b1d5118c-74f1-4d3b-b93e-38b4d8e9f8e2" alt=""><figcaption><p>Contact Info Collection</p></figcaption></figure>

  * **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***

  <figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FIrY6ZeBr87bjPu4PDCTa%2Fimage%208.png?alt=media&amp;token=ffc748a5-2c9c-4795-988a-d018c834751f" alt=""><figcaption><p>Custom Form via Form Builder</p></figcaption></figure>

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FV7d9l7YXVra4INMH4vDl%2Fimage%206.png?alt=media&amp;token=d30cf817-cae5-4982-a4b9-bfa3e073cef8" alt=""><figcaption><p>Information field is played when toggle on</p></figcaption></figure>

***

## 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.

***