How to configure General Settings?
Written by Medha Anand
Updated on November 17th, 2021
General Settings is the page where you can do some basic changes to your bot like making changes to business name, enabling human assistance, or enabling user feedback, and so on.
You can navigate to the General Settings page, as shown below -
General settings
These are some basic details of the Business.
-
Business Name: This refers to the overarching topic of its conversational capabilities. For example, a Business Name called Flights would have a Flight booking, Flight cancellation and Flight Offers bots covering broad user intents.
You can change the Business name once you’ve saved it. Business Via Name: You need to add a Business Via Name as it's an editable field.
Account: Businesses can be activated or deactivated for a account, as per what you select here.
Default Team: You can configure the default team for this bot here. The team is a group of agents who get assigned chats from this bot. You can read about Teams on our Smart Agent tool documentation link.
Business Languages: You can add languages from the drop-down if it's a multilingual bot.
Bot Settings
- Enable Human Assistance: This Will make it possible for human chat assistants to intervene when bots break. This is helpful if you have a bot + human solution or a human-only solution. How we enable Human assistance on our Business manager, similarly, you'd be able to choose the Live agent chat tool for setup. Click on the dropdown to select your preferred tool.
If any value other than Haptik Agent Chat is selected, one must request the ECT to register the required webhooks for the functionality to work. For reference check this link.
For a bot using an External Agent Chat tool, the Account should have only one business and one bot created under it, i.e. you should not use the same Account to create another bot.
Enable Small Talk: This allows certain common phrases to be understood and replied to by the bot. Say, the user types “Hi” or “Good morning”, when Small Talk is enabled, the bot will greet the user and respond back with an apt greeting (ex: “Good afternoon” detecting the time of the day). You can read more about it here.
Enable user file deletion: When enabled for a business, all the files uploaded by the user for that business will be deleted from Haptik's Storage after 72 hrs, from the time of upload for the file.
Active Bots: When a user sends a message while conversing with this Business, Active Bots will be the bots whose User Message(combinations of predicted user inputs we add in bot builder) will be searched for a relevant match to the user’s input.
Default Bots: When a user adds an input, this is the first bot whose User Message will be searched for a relevant match to the user’s input. Set the default bot to the conversation most relevant to the Business
Fallback Bots: When user input doesn’t match the User Message of any of the active bots, the Bot response will be automatically sent from the fallback bot.
Note:
When the user reaches a Context Clear Step on the bot, the feedback module is sent to the user. To send feedback at other places as well in the journey, you can write {feedback} on that respective Step's Bot Response.
Make sure you have all these fields filled out with the bots from the drop-down, or else your bot will break and not give correct responses.
User Feedback
The Feedback module gets triggered when the user reaches a Context Clear step in the user journey. It is the smart action where the users can provide their feedback in text & ratings as shown below
Tick the checkbox on the General Settings Screen of Business Manager to set up a collection of user feedback within a business. You can choose to ask for feedback once or multiple times(configurable) within a conversation and also set a delay period (waiting period) after which the bot sends the feedback message to the user. You can access this feedback data from our analytics tool.
You can also trigger a feedback module for a particular step on the bot by using {feedback} in the Bot Response as shown below
On Bot Response -
On Bot -
What does collecting user feedback One Time and Multiple Times mean?
One Time:
- It means that feedback will be triggered only once in the entire lifetime of a particular user.
- This is applicable to signed-up users as well as guest users who never cleared their browser cache.
Multiple Times:
- This is in contrast to the earlier case. Here, the feedback will be triggered multiple times in the lifetime of the user.
- However, so that the user is not bombarded with too many feedbacks, there is a cool-down period of 2 hours. What that means is, the feedback once triggered for a user will not be triggered again for the next 2 hours no matter how many times they have qualified the Feedback triggering criteria.
- If the user submits multiple feedbacks within a span of 60 minutes, only the first feedback is registered. The subsequent feedback messages do not override the first one. If the user submits feedback after 60 minutes, it will be recorded as new feedback, and not override the previous feedback.
