Chatbot (settings)

What the page is for

This is where the customer sets up the chatbot on his own website: the bubble the visitor can write in, and that the customer's AI assistant replies in. The product is called Chatbot, and so is the tab in the Settings menu. The customer chooses the suggested questions, the theme and the colour, copies the code line that goes on the website, and switches the chatbot on. There is no separate page with an overview of the chatbot: a chat that turns into an enquiry is in Conversations.

The tab is open to all customers, including a partner's own customers. Employees do not see it, because the setup belongs to the owner's account. For a partner's customer the code line points at the partner's own domain, so there is no foreign name in the middle of their customer's website.

A customer with agents (the package the agency chooses with Change agents in the partner portal) only sees the tab when the package has the agent Chatbot. Without it the tab does not exist in the menu, and a link straight to the tab sends the customer back to the menu. The agency can add the chatbot with Change agents, and then the tab appears.

In the menu the tab sits under TRAINING CAMP, right after Goal and booking and just above Social media (when it is shown). At the top of the same section are, among others, Your business and, for the owner, Products and services. WhatsApp is not connected under Social media, but under Integrations.

The setup guide does not ask about the chatbot's look or questions. We find the colour ourselves on the customer's website when it is read (see Colour below); the theme is System, and there are no suggested questions until the customer writes some here.

What it looks like

From top to bottom:

1. The status line: a green live badge or a grey paused one, the first domain the chatbot runs on (and a plus with a number if there are several) (or The chatbot is not on your website yet., which wraps on a narrow screen instead of being cut off), and the toggle Chatbot on your website over on the right.
2. Content: Suggested questions, up to four fields with a cross next to each and the button Add question below.
3. Appearance: Theme with the three buttons Light, Dark and System, and Colour as a round swatch that shows the chosen colour and opens the colour picker on a click.
4. Installation, a collapsed card with the subtext Code line, domains and website. Unfolded it contains Copy this code snippet with the line itself, the buttons Copy and Open the guide, plus Allowed domains with one field per domain, Remove next to each and Add domain below.
5. Live preview: the chat itself, as it will be on the website.

There is no save button. Each field saves itself shortly after you stop typing, and deliberately no confirmation is shown when it goes well. Only if a change was NOT saved does a yellow line appear at the top, 1 change was not saved, which you can click to jump to the field.

Buttons and fields

Chatbot on your website (the toggle in the status line)

Decides whether the chatbot is drawn on the website. If it is off, nothing happens on the website, even if the code line is there.

The toggle has two behaviours. If a domain is already on the list, it simply switches on or off, immediately. If the list is empty, it runs the check behind Go live instead: the server fetches the customer's front page and looks for the code line. If it is found, the domain is added to the list and the chatbot is switched on. If it is not found, nothing is switched on, the toggle stays off, and the customer gets a message about what is missing. While the check runs, the status line says Checking your website. If it went well, the message names which domains were added, after the words Added to your domains:.

If it succeeds, the customer's website is at the same time set to be read through, if it is not already, so the chat has something to answer from.

Suggested questions

Up to four short questions shown as buttons in the chat, before the visitor has written anything himself. One per field. Empty fields are not saved, and four is the limit: once they are used, Add question disappears. The field saves itself shortly after the last keystroke. Escape puts the fields back to what is saved.

The cross next to a suggested question

Removes the line. The action saves itself immediately. The button is called Remove for a screen reader; on screen it is a cross, so the field beside it can use the space.

Add question

Adds an empty field. The empty line is not a change in itself: nothing is saved until there is text in the field.

Theme: Light, Dark and System

Chooses the look of the chat. System follows the visitor's own choice in his browser or phone. The choice saves itself at once, and the preview below changes with it. If the choice is not valid, the message says Choose light, dark or automatic.

Colour

The round swatch IS the chosen colour, and a click opens the browser's colour picker. The value is shown as a code beside it. It saves when you release the drag, not at every little step, and the preview follows along while you drag.

The customer does not have to choose the colour himself. When the customer's website is read (in the setup, or when the website is saved again), we find the website's own colour and set it here, so the chatbot matches the site when the code line goes on. We only take a clear colour that white text can be read on; white, black and grey are never used. If we find none, it stays blue. If the customer has chosen a colour other than the blue himself, it is never touched, and the weekly update of the website does not change the colour either.

Installation (the card you unfold)

Everything you only do once. That is why it sits collapsed with the subtext Code line, domains and website. A click on the heading unfolds and folds it.

Copy this code snippet and the Copy button

The line itself that goes on the website, with the customer's own id in it. Copy puts it on the clipboard, and the button changes briefly to Copied. The tooltip by the heading says: Paste it inside the <head> tag on your website. Already using our website code? Add this one as well.

For a partner's customer the line is built with the partner's own domain. If that cannot be determined yet, no line is built, precisely so that a foreign address is never shown even for a moment.

It is exactly the same line as in the setup step Chatbot, so it does not matter where the customer copies it from.

Open the guide

Opens the window Put the chatbot on your website with two options. Send it to my web developer gives a ready-made message with the code line and an explanation, which the customer copies with Copy the message and sends on. I will do it myself gives a list of 32 website platforms with step by step instructions for each, among them Wix, Squarespace, Webflow, Shopify, WooCommerce, DanDomain and one.com. WordPress and Google Tag Manager are NOT on that list; for those there is a guide on the public page described below. Under the list the code line appears again with a Copy button. Back goes one step back, Close closes the window, and the next time it opens it starts over at the choice. Lowest in the choice it says Need a hand? with a support address, and for a partner's customer that is the partner's own, also when the customer is logged in on the platform's own domain; if the partner has none, the line is not shown at all. In the step by step guides the partner's name is used where the code is mentioned (for example "Paste the Konverto code"), and without a name it says "the chatbot code". The window is the same one that opens from the Chatbot step in the setup.

There is also a public guide page, which can be sent to a webmaster who does not have a login. It has its own four steps (the code line, where to paste it, Go live and allowed domains) plus the section The chatbot does not show up, it mentions WordPress, Wix, Squarespace, Shopify and Google Tag Manager, and there the example says DIT-ID instead of the customer's real id. The page does not exist on a partner's own domain: if you land there, you are sent to Overview instead.

Allowed domains, one field per domain

The addresses the chatbot may run on. The chatbot runs only on those, and an empty list means nowhere. A field is saved when you leave it, not on every keystroke, so a half written address never reaches the database. "mitfirma.dk" is rewritten to "https://mitfirma.dk", and *.mitfirma.dk is allowed and covers subdomains. If the line does not look like a domain, it is marked red and saved as written, and under the list it says *Enter a valid domain, e.g. https://mitfirma.dk or .mitfirma.dk. The line only takes effect once the domain is valid. An invalid line gives access to nothing.

Remove (next to a domain)

Takes the domain off the list immediately. The chat stops answering on that address.

Add domain

Adds an empty field, so the customer can write in a domain himself, for example an English version of the website.

Live preview

It is not a drawing of the chat, it is the chat. The same file that ends up on the website is shown in a small window and follows every change the customer makes in the fields above, even before it is saved. It does not answer for real here, and not a single message is sent from it. If there is room enough in the column, the computer version is shown; if there is not, that is typically on a phone, the phone version is shown, which is the one visitors meet there. If the company name is missing, the top of the chat says Your company name; on the website the chat is not shown at all without a company name.

What the customer sees afterwards

Changes to content, theme and colour take effect on the website without the customer having to do anything more. The code line only has to go in once.

Once the chat is live, two things happen outside the tab. A chat that turns into a real enquiry lands in Conversations like any other channel. And if the customer's website is read through, that is what the chat answers from: the chat answers from the customer's own site and nothing else.

The visitor is always told that he is writing with an AI assistant. That disclosure is a requirement, and there is no field that can remove it.

Before the visitor can write, he fills in his name and email and ticks I accept that you may contact me about my enquiry. If the customer's goal is a phone meeting where the business calls, the form also asks for the phone number. The tick box has the same wording with and without the phone field, and it names no channel. Without the tick the chat does not start. The wording is saved with the enquiry, so it can be documented what it said when he agreed.

The chat is a channel of its own, and that applies to every customer, also with the Booking agent (the email and SMS agent). Everything happens in the chat or in a time the visitor books himself: an enquiry that came in through the chat never gets a text message and never gets a follow-up by email, and the chat never promises that someone will get back to him or call him. If the chat cannot answer, or the visitor wants to talk to a person, it can suggest a time to book or give the business's phone number. A question the chat could not answer can show up on Overview under Question from your AI. The owner's answer is saved in the knowledge bank, so the chat can answer the next time someone asks, but it is not sent to the visitor.

The only exception is a booked time. When a time is booked in the chat, the visitor gets the calendar invitation and, when the customer's mailbox is connected and email is switched on, one email from the customer's own mailbox saying the time is confirmed, and a reminder by email before the appointment. If the time is moved or cancelled afterwards, it is confirmed in the conversation, in the chat or in the email thread, and the calendar invitation is updated. There is no extra receipt, and without a connected mailbox no email is sent apart from the calendar invitation.

If someone in the chat types the email address or phone number of an enquiry the customer already has, from a device that has not chatted on that enquiry before, the conversation becomes an unverified chat. The visitor gets exactly the same answers as a new visitor, so the chat does not reveal who is a customer of the business. The chat shows no earlier messages, appointments or names, it cannot book, move or cancel, and it gives the company's phone number when the person wants something with an appointment. The conversation is placed under the enquiry in Conversations with an amber box called "Unverified chat", and it does not change the enquiry's name, status or details. If the same browser comes back, the conversation is still unverified.

When the chat cannot help any further itself, the owner gets a task under Tasks on Overview: "Writing in the chat again" (a known person writes again), "Wants to book a time in the chat", "Wants to move an appointment in the chat" or "Wants to cancel an appointment in the chat" (an unverified chat asked for it, and nothing was changed), and "Chat enquiry not received" (the account is not accepting new enquiries right now). Customers without an agency also get a push when they have the app. For a customer under an agency, the owner instead gets an email to their login email with the agency's name as the sender, also when your AI assistant has a question for the owner, but only for questions from the chat or from an enquiry that came in through the chat. A question in the chat from a person who came in another way, for example through a form, for now only gives that email when the conversation is an unverified chat. At most 10 of those emails per day. Conversations describes the tasks in more detail.

Typical questions from the customer

"The chat does not show up on my website"

Four things to check, in this order: has the page been saved AND published again after the code change, are you on the domain that is on the list (www and without www are two different addresses), is the toggle at the top on, and does the website have a cookie or consent solution that blocks scripts until the visitor says yes? In the last case the chat is only drawn after the consent.

"What should I send to my web developer?"

Press Open the guide and choose Send it to my web developer. The message contains the code line and an explanation of where it goes, and it can be copied with a single tap.

"Can you put the chat on our website for us?"

Yes. The partner can fetch the same code line in the partner portal under Customers. For a customer with the chatbot, the button Chatbot sits under the agents. It shows the line with the partner's own domain, Copy and Copy message for the web developer, and it shows whether the chatbot is running, on which domains, and when the latest conversation was. If the partner's own domain is not set up and verified yet, no line is shown. Once the line is on the website, the chatbot normally switches itself on during the night.

"Why does the chat answer emptily or thinly?"

The chat answers from the customer's own website and nothing else. If the address is not set, or the site has not been read through yet, the setup looks right while the answers are empty. The address is in the "Website" field on the Your business tab under Settings.

"Why do I have to enter domains?"

Without the list, any other website could put the customer's chat on their page and use the customer's allowance. Go live fills the list in by itself, both with and without www.

"Where do I save? I cannot find the button"

There is none. Each field saves itself, and silence means it went well. Only a change that was not saved is mentioned, at the top and in yellow.

"The chat also sits on my customer login. Can I get rid of it there?"

It is usually already gone: the chat hides itself on pages with a password field and on typical login and admin addresses (among others /login, /log-ind, /admin, /wp-admin, /konto, /min-side, /kundeportal, /dashboard, /portal, /intranet, /medlem), and everything under them. If the customer's login has a different address, there is no button for it on the tab: write to us with the address and we set it up for the customer. It applies from the next time the page loads.

"The chat is missing on one of my ordinary pages"

Check whether the page's address starts with one of the words above (for example a public page called /portal), or whether the page contains a password field. If it does, write to us and we turn the default list off for the customer. The chat cannot be shown on a page with a password field.

"Why does the chat not send an email or a text message afterwards?"

Because the chat is a channel of its own. Everything is settled in the chat or in a time the visitor books himself, so there are no promises to get back to anyone that can be broken. If the visitor wants to talk to a person, the chat can suggest a time to book or give the business's phone number. The only email is about a booked time: the calendar invitation and, when the customer's email is connected, a confirmation from the customer's own mailbox.

"Can I rewrite the welcome text?"

Not on this tab. There are fields for suggested questions, theme and colour, and the rest of the texts in the chat cannot be edited here.

"Why could the chat not move my customer's appointment?"

Because the conversation was an unverified chat: the person typed an email address or a number the customer knows, from a new device, so the platform does not know whether it is the same person. An unverified chat sees no appointments and can neither book, move nor cancel. It gave the company's phone number, and the owner got a task under Tasks on Overview. Only a person who has chatted on the enquiry before from the same browser (within 30 days) gets an ordinary chat where the appointment can be moved. So when a person who came in through a form, an ad or a call types their email address or number in the chat, the conversation is always unverified.

Limitations and errors

The tab has controls for three things: the suggested questions, the theme and the colour. The chat's headline, subtext, call to action and logo cannot be edited here. The bubble sits in the right hand corner, and that cannot be changed. The AI disclosure cannot be edited.

Known messages and what they mean:

• We could not save your changes. Try again, and tell us if it keeps failing.: the change did not get through. Try again in the field.
• We could not check your website right now. Try again in a moment.: the check behind Go live could not be completed. The chat stays as it was.
• A warning instead of a confirmation after pressing the toggle: the code line was not found on the front page. The message says what is missing, and nothing is switched on.
• Enter a valid domain, e.g. https://mitfirma.dk or *.mitfirma.dk. The line only takes effect once the domain is valid.: the red line is saved, but it gives access to nothing until it is corrected.
• Choose light, dark or automatic: the theme could not be saved as it stood. Choose one of the three buttons again.
• 1 change was not saved at the top in yellow: click the line, the page scrolls to the field that is missing, and try again there.
• Your package does not include the agent this needs. Contact us to add it.: the customer's package has no Website agent, so the chat can neither be put on the website nor switched on, with Go live or with the switch. The customer can still switch the chat off and edit the texts. If the customer should have the chat, give them the Website agent under Change agents.
• We could not check your package right now. Try again in a moment.: the platform could not look up the customer's package, so nothing was switched on. Try again in a moment.