Overview

The Settings module is the central control panel for configuring your chatbot's global behavior, operational parameters, and core functionalities. While the Workflow module defines what the bot says, the Settings module defines how the bot operates as a whole. It allows you to customize everything from the bot's name and feedback mechanisms to enabling major solutions like LiveChat and Exomind.

This section is divided into four main areas, each managing a different aspect of the bot's configuration:

  • Bot Settings: This is where you manage the bot's identity, language settings, and core NLP behavior, such as masking confidential information and setting the confidence threshold for recognizing intents.

  • Email Settings: Configure automated email notifications to keep stakeholders informed about the bot's performance, API failures, or other critical events.

  • Solution Settings: This area acts as a switchboard to enable or disable major, high-level features like the Exomind knowledge base search, LiveChat integration, and the Ticket Management System.

  • Other Settings: A collection of miscellaneous but important configurations, including setting up Customer Satisfaction (CSAT) surveys, defining flow termination keywords, and managing profanity filters.

Properly configuring these settings is crucial for ensuring your chatbot is effective, secure, and aligned with your business goals.

How to Use Settings

This guide provides a step-by-step walkthrough of the key configurations available in each section of the Settings module.

1 Navigating to Settings

  1. Log in to the Exo-Chatbot console.

  2. From the main navigation menu on the left, click on Settings. You will be presented with the four sub-sections.

2 Configuring Bot Settings

  • Navigation: Settings -> Bot Settings

  • Configuring Basic Information

    1. Bot Name: In the "Bot Name" text field, enter the desired name for your chatbot.

    2. Go-Live Date: Click on the date field next to "Go-Live Date" and select the appropriate date from the calendar.

  •  Enabling Voice Response

    1. Locate the Speak out bot response toggle switch.

    2. Click the toggle to enable or disable the text-to-speech functionality. When enabled, a mute/unmute icon will appear in the bot interface for the end-user.

  •  Configuring Advanced NLP Settings

    1. Scroll down to the Advance NLP configurations section.

    2. First, enable the Bot level advanced NLP configurations toggle. This will reveal the "Threshold" setting.

    3. Threshold: This is a score between 0 and 1 that represents the bot's confidence level.

      • Use the slider or input box to set the desired value (e.g., 0.75).

      • A user's query must match an intent with a confidence score higher than this threshold for the bot to trigger a direct response. If the score is lower, the bot will likely provide suggestions or a failure message.

    4. Click Save at the top of the page to apply all your changes.

3 Configuring Solution Settings

  • Navigation: Settings -> Solution Settings

  • Navigating to Solution Settings

    1. Log in to the Exo-Chatbot console.

    2. From the main navigation menu on the left, click on Settings.

    3. Select the Solution Settings tab.

  • Enabling Core Solutions
    On the Solution Settings page, you will see a list of toggles for the major features:

    1. Enable LiveChat Functionality:

      • Click the toggle to turn this feature on.

      • Once enabled, additional options appear, such as:

        • AutoSuggest LiveChat for Complex Queries: Set a word limit. If a user's query is longer than this limit, the bot will proactively offer to connect them to an agent.

        • Suggest/Trigger LiveChat for Profanity words: Configure the bot to offer or initiate a live chat session if a user uses profane language.

    2. Enable PDF Searcher / Exomind:

      • Click the toggle to activate the knowledge base feature.

      • You must then select ExoMind (Beta) from the dropdown model list. (For detailed instructions on building the knowledge base, refer to the Exo-Insights documentation).

    3. Enable Ticket Management Functionality:

      • Click the toggle to allow the bot to create support tickets. This functionality needs to be used with the appropriate actions in the Flow Builder to be effective.

4.Configuring Email Settings

  • Configuring Scheduled Email Reports (Profiles)
    Enable the Enable Email Notification toggle.

    1. Click on Configure Notifications. This will open the profile management interface.

    2. Click Add Profile to create a new report configuration or click on an existing profile to edit it.

    3. Configure the Profile:

      • Trigger settings: Give the profile a name, select the Email Frequency (e.g., Daily, 7 days), and enter the recipient Email address(es).

      • Table Parameters: Select the data you want to see in the body of the email, such as Message Analytics, Session Analytics, and User Analytics.

      • Graphic Parameters: Enable this to include visual charts and graphs in the email for a quick overview.

      • Attachment Parameters: Choose the detailed reports you want to attach as files. This is ideal for large data sets like Unanswered Queries, CSAT report, or Language Based Report.

    4. Save and Test: After saving the profile, you can use the Send Sample Mail feature to send a test email and verify its content and formatting

  • Configuring Critical Alerts

The Email Settings page also allows you to configure instant alerts for specific  events.

  • For API Failures: Enable the Enable Email for API Failure toggle and add the email addresses that should be notified immediately when a configured API call fails.

  • For Bot Breaks: Enable the Enable Email for Bot Break toggle. This will send an alert if the bot fails to provide an expected response. You can configure the time interval and recipient email addresses.

5.Configuring Other Settings

  • Navigation: Settings -> Other Settings

  • Configuring Customer Satisfaction (CSAT)

    1. Locate the Enable CSAT toggle and turn it on.

    2. Click the Configure CSAT Form button.

    3. In the configuration panel, choose your preferred CSAT Scale Rating (e.g., 4-star or 5-star).

    4. Customize the feedback questions and options. You can also configure the bot to ask for a reason if a user provides a low rating.

    5. For channels like WhatsApp, you can set a timer to determine when the CSAT survey is sent after an interaction.

  • Managing Flow Termination

    1. Flow termination keywords: In this field, enter a comma-separated list of words that should immediately end any active flow (e.g., stop, exit, cancel, bye).

    2. Flow termination bot response: Customize the message the bot will display when a flow is ended by one of the keywords (e.g., "Okay, I've cancelled that for you. How else can I help?").

    3. Enable Abort Flow: This toggle controls the confirmation step.

      • When enabled, if a user tries to start a new topic while in the middle of a flow, the bot will show the "Flow Termination Display Message."

      • Flow Termination Display Message: Customize this confirmation prompt (e.g., "It looks like you're in the middle of something. Are you sure you want to cancel?").

      • When disabled, the bot will immediately switch to the new topic without asking for confirmation.

  • Configuring the Stop Words Dictionary

    1. Locate the Stop Words Dictionary section.

    2. In the input field, add common words that you want the NLP engine to disregard when trying to understand a user's intent. This typically includes articles, prepositions, and conjunctions.