Chatbot guide

Enable the smart bot on your widget

The bot answers FAQs automatically before an agent steps in.

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Step-by-step
1
Check your plan

Knowledge bot and bot flows require Growth plan or above. Upgrade if needed.

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2
Edit your widget

Chat Widgets → click your widget → Edit.

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3
Enable the bot

Scroll to the Bot section. Turn ON "Enable knowledge base bot on this widget".

4
Set fallback message

Example: "I couldn't find an answer. Type agent to speak with our team."

5
Set match sensitivity

Default 3 works for most sites. Lower = stricter matching. Higher = more loose matches.

6
Save widget

Save changes.

7
Add knowledge entries

Without FAQ entries the bot only uses bot flows and fallback. Add at least 5–10 common questions.

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How the bot decides what to say
  • 1. Visitor types "agent", "human", or "support" → immediate handoff to your team
  • 2. Message matches a bot flow trigger keyword → starts that flow (see Bot Flow guide)
  • 3. Message matches a knowledge base FAQ → sends the FAQ answer
  • 4. Nothing matches → sends your fallback message
Next guides
Knowledge base → Bot flow builder →
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