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Bot Settings

Bot Settings is the control surface for what the bot's menu offers, what custom skills it surfaces, what phrases trigger which actions, and the standard messages it sends (greetings, farewells, system prompts).

The page has four tabs: Main Menu, Skills Menu, Commands, and Messages. Each tab has its own Save Changes button.

The bot's identity (name, personality, company branding) and AI behaviour (responses, escalations, Agent Assist, DLP) are configured separately on the GenAI Settings page.

The Main Menu is what the user sees as quick-action buttons when they open the bot. Use this tab to enable or disable each default action and to add up to 10 custom buttons.

Bot Settings page on the Main Menu tab, showing toggles for default menu items (Ask a Question, Open a new ticket, Chat with a person, My skills menu, Check ticket status, Training Center) and a note "0 of 10 custom buttons used" with an Add Custom Button action

Default menu items​

Each toggle controls whether that item appears in the bot's main menu:

  • Ask a Question - lets the user type a free-form query.
  • Open a new ticket - jumps straight into the ticket-creation flow.
  • Chat with a person - initiates a live-chat handoff if Live Chat is enabled.
  • My skills menu - opens the Skills Menu.
  • Check ticket status - lets the user look up the status of one of their tickets.
  • Training Center - lets the user access training content (off by default).

Switch off any item that doesn't apply to your tenant. The bot still answers the question if a user asks for it in free text; the toggle only controls whether the button is in the menu.

Custom buttons​

Click Add Custom Button to add your own quick-action. Up to 10 per tenant. Each button has a label and an action (typically a Creator Studio flow). Custom buttons appear after the default ones in the order you list them; drag the handle on the left of each row to reorder.

Skills Menu​

A skill is a custom action backed by a Creator Studio flow. The Skills Menu lists every skill the bot offers; the user reaches it through the My skills menu button on the main menu, or by browsing skills via a command.

Bot Settings on the Skills Menu tab, showing the Skills Menu Items section header, a count of "0 of 20 custom skills used", and an Add Custom Skill button

Up to 20 custom skills per tenant.

Adding a skill​

Click Add Custom Skill. The Add Custom Skill side panel opens.

Add Custom Skill side panel with Label field, Flow dropdown, and Visible toggle, plus Cancel and Add Skill buttons

Fill in:

  • Label - what the user sees on the skill button (up to 50 characters).
  • Flow - the Creator Studio flow that runs when the user picks the skill. Pick from the dropdown of existing flows.
  • Visible - whether the skill is currently shown to users. Turn off to hide a skill without deleting it.

Click Add Skill to save. The skill appears in the list.

Skills can be reordered the same way as custom buttons - drag the handle.

Commands​

A command trigger is a phrase the user can type at any point in the conversation to invoke a bot action - restart, create a ticket, connect to an agent, quit, and so on. Each command type has a list of phrases, and every phrase the user types is matched against all the lists.

The phrases are multilingual: each list can mix languages, and the bot picks up the trigger regardless of which language the user is speaking. Add a phrase by typing it into Add new phrase and pressing enter. Remove a phrase by clicking the x on its chip.

Bot Settings Commands tab showing the Command Triggers section header, the Restart Bot Conversation chip list with multilingual phrases, and the Create Ticket Prompt chips below

Command groups​

GroupWhat it doesSample default phrases
Restart Bot ConversationResets the conversation to the welcome staterestart, reiniciar, start again, start over, start from beginning
Create Ticket PromptStarts the ticket-creation flowReport issue, Create ticket, Log issue
Connect To Agent PromptInitiates live-chat handoffconnect, connect me
Agent Disconnect PromptEnds a live-chat session and returns to the botDisconnect From Agent, Done with, Goodbye, Bye, Take care, Quit Chat
Quit Bot Conversation PromptEnds the conversationquit, exit, Salida, sortir, want to quit, adios, au revoir, end the chat
Go To Main Menu PromptJumps back to the main menuMenu, Menú
Browse Skills PromptOpens the skills menuWhat can you do, Browse skills, Show me your skills

Commands tab showing Connect To Agent Prompt with two phrases, Agent Disconnect Prompt with many phrases, and the start of the Quit Bot Conversation Prompt list

Commands tab showing Quit Bot Conversation Prompt with many phrases, Go To Main Menu Prompt with two phrases, and Browse Skills Prompt with four phrases

Practical tips​

  • Add phrases in your users' languages. The default lists already include translations; extend them for any language your bot supports.
  • Don't make triggers too short. A one-character phrase will match too aggressively. Two words is usually safer than one.
  • Test each new phrase. A new trigger can collide with an in-flow input. After adding, try the phrase mid-flow to confirm it doesn't break an ongoing conversation.

Messages​

The standard messages the bot sends at predictable points in a conversation.

A note shown at the top of this tab in the product: "These messages may not apply if Creator Studio flows handle messaging differently." If a flow you've built sends its own welcome or farewell, the message defined here is overridden for that flow.

Greeting & Farewell Messages​

Messages tab showing Greeting and Farewell Messages section with Welcome Message text area containing introductory copy, and Next Action Message and Farewell Message below

  • Welcome Message - what the bot says when a new conversation starts. Set the tone and the bot's role in one or two sentences.
  • Next Action Message - what the bot says after completing an action, prompting the user to do something else. Default: "Is there anything else I can help you with today?"
  • Farewell Message - what the bot says when ending a conversation. Default: "Bye - Have a great day!"

System Messages​

Messages tab showing System Messages section with Connect to Agent Message and Waiting for Agent Message text areas

  • Connect to Agent Message - what the bot says when initiating a live-chat handoff. Default: "Agents are available to chat. Proceed?"
  • Waiting for Agent Message - what the bot says while looking for an available agent. Default: "Notifying Agent about your request. Someone will be with you shortly..."

Timeout Settings​

Messages tab showing Timeout Settings section with TimeOut (in Minutes) numeric field set to 9

  • TimeOut (in Minutes) - how long the bot waits for a user response before closing the session. After this period of inactivity, the session ends and the next message starts a new one.
  • GenAI Settings - bot identity, response behaviour, escalations, Agent Assist, DLP