Bot Settings

The Bot Settings allow you to integrate a chatbot with a specific inbox, enabling automated responses to incoming tickets. This helps manage customer interactions efficiently, especially for common queries and off-hour support.

📍How to Access Bot Settings:

1. Go to the Manage section from the left-hand menu.

2. Click on All Inboxes.

3. Click the three dots next to the inbox name.

4. Select Bot Setting from the dropdown menu.

⚙️ How to Integrate a Bot

• Click on the dropdown menu to view the list of available chatbots.

• Select the desired bot you wish to assign to this inbox.

• Click Update to save and apply the bot configuration.

🤖 What Happens After Bot Integration

• Once integrated, the bot will automatically handle incoming tickets in that inbox.

• It will respond to users based on the predefined flow associated with that chatbot.

⚠️ Important: Bot Behavior with Assigned Tickets

• If a ticket is already assigned to an agent, and the user replies, the bot will not respond to that ticket.

• Best Practice:
  When an agent resolves an issue and closes a ticket, they should:

  • Unassign themselves from the ticket before closing it.

  • Reassign the bot, if it was previously handling the ticket.

This ensures that if the user replies again, the bot can continue assisting without interruption.