# CX Genie ## CX Genie - [Welcome & Introduction](https://documents.cxgenie.ai/getting-started/welcome-and-introduction.md) - [General Features](https://documents.cxgenie.ai/getting-started/general-features.md): With features such as intent detection, personalized messaging, and a user-friendly message flow builder, CX Genie allows for seamless AI-human interactions. - [Knowledge base](https://documents.cxgenie.ai/getting-started/knowledge-base.md) - [How AI handles incoming messages.](https://documents.cxgenie.ai/getting-started/knowledge-base/how-ai-handles-incoming-messages..md): This article will let you understand how CX Genie handles incoming messages. - [Bot Learns from Conversations](https://documents.cxgenie.ai/getting-started/knowledge-base/bot-learns-from-conversations.md): Your bot can continuously improve by learning from real conversations with users. - [Bot learns from conversations immediately](https://documents.cxgenie.ai/getting-started/knowledge-base/bot-learns-from-conversations-immediately.md): This feature brings out the new feature in CX Genie: real-time learning the conversations. - [What to Do When the Bot Doesn’t Know the Answer](https://documents.cxgenie.ai/getting-started/knowledge-base/what-to-do-when-the-bot-doesnt-know-the-answer.md) - [CX Genie Default Settings](https://documents.cxgenie.ai/getting-started/knowledge-base/what-to-do-when-the-bot-doesnt-know-the-answer/cx-genie-default-settings.md): This feature lets you use CX Genie’s quick preset settings when the bot doesn't know the answer to a question. - [Using Workflow](https://documents.cxgenie.ai/getting-started/knowledge-base/what-to-do-when-the-bot-doesnt-know-the-answer/using-workflow.md): This feature lets you create automatic action flows to handle when the bot doesn't know the answer to a question. - [Let Customers Book Appointments with CX Genie](https://documents.cxgenie.ai/getting-started/knowledge-base/let-customers-book-appointments-with-cx-genie.md): This section helps you build a form that customers can fill out to book appointments with CX Genie chatbots. - [Escalate to a Human Agent](https://documents.cxgenie.ai/getting-started/knowledge-base/escalate-to-a-human-agent.md): When your chatbot cannot answer the question. Then make it notify live agent (if online) or collect the contact from client (if offline). - [SAAS Template](https://documents.cxgenie.ai/chat-bot-templates/saas-template.md): This template will help you to complete your chatbot more easily without struggling. - [Agency Template](https://documents.cxgenie.ai/chat-bot-templates/agency-template.md): This template will help you to complete your chatbot more easily without struggling. - [F\&B Template](https://documents.cxgenie.ai/chat-bot-templates/f-and-b-template.md): This template will help you to complete your chatbot more easily without struggling. - [E-commerce Template](https://documents.cxgenie.ai/chat-bot-templates/e-commerce-template.md): This template will help you to complete your chatbot more easily without struggling. - [From Scratch](https://documents.cxgenie.ai/chat-bot-templates/from-scratch.md): This section will let you create your bot manually import. - [Create a Bot](https://documents.cxgenie.ai/bots/create-a-bot.md): This section helps you set up your first chatbot in CX Genie. By giving it a name, profile picture, and greeting message, you create the foundation for customer interactions - [Bot Overview & Creation](https://documents.cxgenie.ai/bots/create-a-bot/bot-overview-and-creation.md) - [Bot General Information](https://documents.cxgenie.ai/bots/create-a-bot/bot-general-information.md) - [Bot Configuration Interface](https://documents.cxgenie.ai/bots/create-a-bot/bot-configuration-interface.md) - [Training Your Bot](https://documents.cxgenie.ai/bots/training-your-bot.md): This section helps you train your bot to answer customer questions by providing it with different types of information, such as FAQs, knowledge articles, or imported documents. - [FAQs (Frequently Asked Questions)](https://documents.cxgenie.ai/bots/training-your-bot/faqs-frequently-asked-questions.md) - [Articles](https://documents.cxgenie.ai/bots/training-your-bot/articles.md) - [Documents](https://documents.cxgenie.ai/bots/training-your-bot/documents.md) - [URLs](https://documents.cxgenie.ai/bots/training-your-bot/urls.md) - [Connect with Database](https://documents.cxgenie.ai/bots/training-your-bot/connect-with-database.md) - [Connect E-commerce Store](https://documents.cxgenie.ai/bots/training-your-bot/connect-e-commerce-store.md) - [Bot’s Knowledge](https://documents.cxgenie.ai/bots/bots-knowledge.md) - [Review the Bot’s Knowledge](https://documents.cxgenie.ai/bots/bots-knowledge/review-the-bots-knowledge.md): This section helps you review and manage all the knowledge your bot has learned from your training data. The more varied and detailed your knowledge is, the better your bot can respond to users. - [Bot learns from Conversations](https://documents.cxgenie.ai/bots/bots-knowledge/bot-learns-from-conversations.md): Get know more about how to make Bot learns from conversations. - [Support Center](https://documents.cxgenie.ai/bots/support-center.md): Support Center lets you create a self-service help portal where customers can quickly find FAQs, troubleshooting guides, and articles without needing live support. - [Bot Configuration Interface Overview](https://documents.cxgenie.ai/bots/bot-configuration-interface-overview.md) - [General Information](https://documents.cxgenie.ai/bots/general-information.md): Here is one of the sections you need to fill out before starting to create the chatbot. In this tab, you will configure the chatbot with information fields to display to customers. - [Training Data](https://documents.cxgenie.ai/bots/training-data.md): Here are 5 types of data that CXG can convert to train the chatbot for you. - [FAQs](https://documents.cxgenie.ai/bots/training-data/faqs.md): This tab will help your chatbot understand clearly about customers' questions and deliver correctly the answers to the clients. - [Articles](https://documents.cxgenie.ai/bots/training-data/articles.md): Articles is a tab that will include your information about product, business, etc. Chatbot will share it with your customer. - [Documents](https://documents.cxgenie.ai/bots/training-data/documents.md): At CX Genie, you can import data as documents, the data will be used to extract as text, a file, or a picture based on your purpose. - [URLs](https://documents.cxgenie.ai/bots/training-data/urls.md) - [Connect with database](https://documents.cxgenie.ai/bots/training-data/connect-with-database.md): When you have a local data storage, you can use this to get the information about your business faster - [Connect E-Commerce Store](https://documents.cxgenie.ai/bots/training-data/connect-e-commerce-store.md): This section let you import the data from your E-commerce platform and let you manage the your product. - [Bot's Knowledge](https://documents.cxgenie.ai/bots/bots-knowledge-1.md): Users can control the information the bot learns from different sources here. More accurate and extensive knowledge improves the bot's response quality and capability. - [Workflow](https://documents.cxgenie.ai/bots/workflow.md) - [Trigger Workflow Condition](https://documents.cxgenie.ai/bots/workflow/trigger-workflow-condition.md): This will help you to understand the condition to create workflow more efficiently and understand customers' behaviors. - [Workflow Components](https://documents.cxgenie.ai/bots/workflow/workflow-components.md) - [Module Explaination](https://documents.cxgenie.ai/bots/workflow/module-explaination.md): Workflow module in CX Genie helps businesses create dynamic, personalized conversations that enhance customer engagement and automate support processes. - [Dynamic Variables Explaination](https://documents.cxgenie.ai/bots/workflow/module-explaination/dynamic-variables-explaination.md): This section will help you to use Dynamic Variable feature in WorkFlow - [Workflow Components](https://documents.cxgenie.ai/bots/workflow/workflow-components-1.md): Using Workflow's Components, you can spice up customer interactions with chatbots, making conversations lively and wonderfully genuine, so they're never dull! - [Text and Image Button: Create Text and Image message](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/text-and-image-button-create-text-and-image-message.md): This component lets you create the workflow message for your chatbot to send the reply with the image if the customer triggers a workflow condition. - [Message with actions](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/message-with-actions.md): This component lets you create the workflow message for your chatbot to send the reply with the message action if the customer triggers a workflow condition. - [Saved flows](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/saved-flows.md): This component lets you create the workflow and use the old one to send the reply with the message action if the customer triggers a workflow condition. - [Collect feedback](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/collect-feedback.md): This component lets you create the workflow to collect the feedback based on the emoji to evaluate the customers' attitude. - [Notify agent](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/notify-agent.md): This component lets you create the workflow to notify the live agent. Help your staff can know the customers' needs - [Form submit](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/form-submit.md): This component lets you create the workflow to send a form where your customers can filling any information you need. - [Turn off auto-reply](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/turn-off-auto-reply.md) - [Close conversation](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/close-conversation.md) - [Recap chat message](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/recap-chat-message.md): This component lets you Recap chat message in a chatbot is a feature that allows the chatbot system to summarize the content of previous conversations between the customer and the chatbot. - [Frequent Questions](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/frequent-questions.md): This component lets you use the data from Bot's Knowledge (FAQs) to make a list of Frequent Question - [Capture Customer Info](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/capture-customer-info.md): This component will let you collect your information of the customer. Help you to manage the clients from every platform. - [Create Ticket](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/create-ticket.md): This component will let you automatically create ticket for the customer, which can manage the issue/problem and easy to handle. - [Auto-tagging](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/auto-tagging.md): This section will let you auto-tag the conversation you want to group and will label the conversation. - [Queue list](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/queue-list.md) - [Auto-assign Agent](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/auto-assign-agent.md) - [Condition](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/condition.md): This component will be based on the True - False Condition to activate the components you have set up in the WorkFlow. - [AI API](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/ai-api.md): This section is exclusively for developers, so the information here is only meant to provide a general overview of the features available at CX Genie. - [API Call](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/api-call.md): This section is exclusively for developers, so the information here is only meant to provide a general overview of the features available at CX Genie. - [Connect to database](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/connect-to-database.md) - [Route](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/route.md) - [Settings](https://documents.cxgenie.ai/bots/settings.md): This section will help you configure the settings for your chatbot - [Bot settings](https://documents.cxgenie.ai/bots/bot-settings.md) - [Launch bot](https://documents.cxgenie.ai/bots/launch-bot.md): This section will let you send the bot to the customers or optionally add it to your website, mobile app. - [Connect the Bot to Your Business](https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business.md): This section explains how to connect your CX Genie chatbot to your website or popular platforms. - [Website](https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business/website.md): This section helps you add the chatbot to your website so it can start answering your customers' questions. - [Facebook](https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business/facebook.md): This feature lets you connect your chatbot to a Facebook Page so it can answer customer questions directly in Facebook Messenger. - [WhatsApp](https://documents.cxgenie.ai/integrations-and-connections/connect-the-bot-to-your-business/whatsapp.md): This feature lets you connect your chatbot to your WhatsApp Business account. - [Platform Integration](https://documents.cxgenie.ai/integrations-and-connections/platform-integration.md) - [WordPress](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/wordpress.md): How your chatbot can connect with WordPress? Let's find out - [Shopify](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/shopify.md): How your chatbot can connect with Shopify? Let's find out - [Big Commerce](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/big-commerce.md): How your chatbot can connect with Big Commerce? Let's find out - [Magneto](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/magneto.md): How your chatbot can connect with WordPress? Let's find out - [Discord](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/discord.md) - [Slack](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/slack.md) - [Telegram](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/telegram.md) - [Facebook](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/facebook.md) - [Connect with previous chat history for the bot to learn](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/facebook/connect-with-previous-chat-history-for-the-bot-to-learn.md): Help your bot understand behavior of your customers so it can respond more comfortably. - [Instagram](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/instagram.md) - [Zalo](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/zalo.md) - [WhatsApp](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/whatsapp.md): WhatsApp integration allows you to directly and fully control your WhatsApp conversations in real-time by leveraging CXGenie AI functionalities and unlock full potential of your support efforts - [WhatsApp](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/whatsapp-1.md): WhatsApp integration allows you to directly and fully control your WhatsApp conversations in real-time by leveraging CXGenie AI functionalities and unlock full potential of your support efforts - [Lark](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/lark.md): This guide explains how to connect your already-created Lark Custom App to CX Genie. - [Lark App Setup](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/lark/lark-app-setup.md): This document provides step-by-step instructions for creating a Lark Custom App and configuring all required settings (Redirect URL, Permissions, Scopes, Events & Callbacks). - [Troubleshooting](https://documents.cxgenie.ai/integrations-and-connections/platform-integration/lark/troubleshooting.md): This guide provides solutions for common issues that may occur when integrating Lark with CX Genie. Use this checklist when the connection fails, throws errors, or messages do not sync correctly. - [Prompt and Models](https://documents.cxgenie.ai/integrations-and-connections/prompt-and-models.md): This section will let you choose the prompt and models for your chatbot. - [Webhook](https://documents.cxgenie.ai/integrations-and-connections/webhook.md): This section will let you set up the webhook base on your website - [Domain](https://documents.cxgenie.ai/integrations-and-connections/domain.md): The Domain Settings feature in CX Genie allows you to personalize the chatbot’s web link and chat widget by connecting them to your own custom domain. This ensures that customers interact with your bo - [Collect Your Customer Information](https://documents.cxgenie.ai/integrations-and-connections/collect-your-customer-information.md): This feature lets your chatbot collect customer information like name, email, and phone number when the chat starts on your website. - [Live Chat Interface](https://documents.cxgenie.ai/live-chat-and-support/live-chat-interface.md): The Live Chat panel in CX Genie provides agents with a centralized place to manage real-time conversations with customers. The interface is divided into four key areas: - [Conversation History](https://documents.cxgenie.ai/live-chat-and-support/live-chat-interface/conversation-history.md) - [Message Input](https://documents.cxgenie.ai/live-chat-and-support/live-chat-interface/message-input.md): The Message Input area lets agents compose, format, and send messages—and choose how the message is posted in the thread. - [Conversation Control Bar](https://documents.cxgenie.ai/live-chat-and-support/live-chat-interface/conversation-control-bar.md) - [List of Conversations](https://documents.cxgenie.ai/live-chat-and-support/list-of-conversations.md): This area will help you to manage your conversation, you can use some tools available to sort the list. - [AI Actions](https://documents.cxgenie.ai/live-chat-and-support/ai-actions.md): This function will show you to how use AI for your conversation, saving your time and make the chatbot more likely human. - [Conversation Tools](https://documents.cxgenie.ai/live-chat-and-support/conversation-tools.md): This area will let you decide the action on each conversation. - [Tools](https://documents.cxgenie.ai/live-chat-and-support/conversation-tools/tools.md): This tool will let you modify your message depending on the purpose. - [Contacts](https://documents.cxgenie.ai/live-chat-and-support/contacts.md): This feature will help you manage your chat user. It will include the info which is collected when the customer access to chatbot - [Chat settings](https://documents.cxgenie.ai/live-chat-and-support/chat-settings.md): This section will let you customize the setting of conversation - [Categories](https://documents.cxgenie.ai/categories-and-tags/categories.md): This section will let you classify your ticket or customer based on each purpose. - [Tags](https://documents.cxgenie.ai/categories-and-tags/tags.md): This section lets you create the tags for the Help desk and Ticket. - [Ticket List](https://documents.cxgenie.ai/ticket-system-add-on/ticket-list.md): This feature will help you to manage your customers' issues/problems so that you can easily solve them. - [Create Ticket(s)](https://documents.cxgenie.ai/ticket-system-add-on/create-ticket-s.md): This section will help you create the ticket in the ticket list. You can also create the ticket even the customer haven't chatted with you before. - [Merge Ticket](https://documents.cxgenie.ai/ticket-system-add-on/create-ticket-s/merge-ticket.md): This feature will let you merge all the ticket create by your members or customers into one. - [Edit / Update the Ticket](https://documents.cxgenie.ai/ticket-system-add-on/create-ticket-s/edit-update-the-ticket.md): This feature is used for modify your ticket when it has something changes. - [Ticket Settings](https://documents.cxgenie.ai/ticket-system-add-on/ticket-settings.md): The Ticket Settings page allows administrators to define how tickets are created, displayed, and integrated across the workspace. - [Custom Authentication](https://documents.cxgenie.ai/marketplace/custom-authentication.md): Custom Authentication is an add-on to help you connect & and sync your users with chat users on CX Genie - [Custom Authentication V2.0](https://documents.cxgenie.ai/marketplace/custom-authentication-v2.0.md): Custom Authentication is an add-on to help you connect & and sync your users with chat users on CX Genie - [Form Builder](https://documents.cxgenie.ai/marketplace/form-builder.md): This section will let you create a storage to save your customer information when submitting form. - [Ticket Support](https://documents.cxgenie.ai/marketplace/ticket-support.md) - [Product Data Sync-up](https://documents.cxgenie.ai/marketplace/product-data-sync-up.md): Seamlessly integrate your Shopify or WooCommerce store with your CX Genie chatbot providing real-time access to your product data. - [E-commerce Store](https://documents.cxgenie.ai/marketplace/product-data-sync-up/e-commerce-store.md): This section will let your chatbot can update the item's info on e-commerce (name, price, and stock). - [Product Data](https://documents.cxgenie.ai/marketplace/product-data-sync-up/product-data.md): This section will manage all the product from e-commerce platform. - [White Label](https://documents.cxgenie.ai/marketplace/white-label.md): White Label add-on is ideal for any organization that wants to present a branded interface to its users, enhancing brand identity and providing a more cohesive user experience. - [Help Desk](https://documents.cxgenie.ai/marketplace/help-desk.md): Boost your customer support efficiency with the CX Genie Customer Support Team add-on. Create and manage agent teams, assign tasks seamlessly, and interact with customers as a group. - [Custom Authentication](https://documents.cxgenie.ai/marketplace/custom-authentication-1.md) - [Mailbox](https://documents.cxgenie.ai/marketplace/mailbox.md): This section will show you how to integrate your email to CX Genie - [Advertisement](https://documents.cxgenie.ai/marketplace/advertisement.md) - [General](https://documents.cxgenie.ai/settings/general.md): The Workspace Settings page allows administrators to manage essential workspace-level configurations, including workspace information, operating hours, and AI model setup. - [Roles & permissions](https://documents.cxgenie.ai/settings/roles-and-permissions.md): This section will let you manage who will grant permission of the chatbot and workspace - [Notifications](https://documents.cxgenie.ai/settings/notifications.md): The Notifications page allows you to manage when and how the workspace receives alerts about chat and ticket activities. You can configure both Email and Push notifications to keep your team informed - [White Label (Add-on)](https://documents.cxgenie.ai/settings/white-label-add-on.md) - [Activity logs](https://documents.cxgenie.ai/settings/activity-logs.md): This section will let you know the activities of your workspace. - [Subscription](https://documents.cxgenie.ai/settings/subscription.md): This section will let you manage your billing and payment of your workspace - [Chat/tickets](https://documents.cxgenie.ai/help-desk/chat-tickets.md): This field will let you manage your chat and tickets of the customers. You can decide who will handle the ticket/conversation. - [Team](https://documents.cxgenie.ai/help-desk/team.md): This section will let you manage your team and see the conversation of each team you created in the settings - [View](https://documents.cxgenie.ai/help-desk/view.md): This section can help you create the view based on your purpose. - [Report](https://documents.cxgenie.ai/help-desk/report.md): This section will let you see the report of your team, and do a review of the status of the customer, the quality of customer service, and the efficiency of your team. - [Settings](https://documents.cxgenie.ai/help-desk/settings.md): This section will let you manage your member, decide the act of the team, label and modify. - [Referal of CX Genie](https://documents.cxgenie.ai/referal/referal-of-cx-genie.md): Introducing the affiliate of CX Genie, you can share to your clients, your friend with exclusive deals and earn the commission. --- # Agent Instructions This documentation is published with GitBook. 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