To install the PHP version of Agent Bot on your server follow the steps
below:
Open the archive agentbot X.X.X.zip and extract the folder in a
server location of your choice.
Navigate to the link http://[your-site]/agentbot/admin.php and
complete the installation. Replace [your-site] with with your website URL.
If you change the directory name, replace agentbot with the new
directory name.
Once the installation is complete, log in with the email and password you
created in the previous step and you're done!
Display the chat
To display the chat on your website include the following scripts into the
<head></head> or <footer></footer> area of each page
where the chat is shown.
<!-- Not required if jQuery is already loaded -->
<script src="[AGENT-BOT-URL]/js/min/jquery.min.js"></script>
<script id="sbinit" src="[AGENT-BOT-URL]/js/main.js"></script>
Replace [AGENT-BOT-URL] with the URL of your Agent Bot
installation, get it from Settings > Miscellaneous > Agent Bot URL.
E.g. https://example.com/agentbot/js/main.js.
URL parameters
lang=LANGUAGE-CODE See the multilingual
docs for more details.
url=APP-URL Use this parameter if your application directory URL /
folder has been changed. Replace APP-URL with the FULL URL of the
application folder. You can also define the URL via JavaScript: var
SB_INIT_URL = "APP-URL".
Site migration
If you migrate the chat to a new domain / URL / folder you need to edit the
config.php file (it's in the Agent Bot folder) and update the
SB_URL constant with the new URL.
Minify JS
For performance reasons, you may want to load the minified main.js file:
[AGENT-BOT-URL]/js/min/main.min.js. Please note that if you contact
us for support you will need to load again the non-minified
version.
To install the WordPress version of Agent Bot on WordPress follow the steps
below:
Go to the Plugins page and click Add new then Upload
plugin and upload the file agentbot X.X.X.zip.
Once the installation is complete you should see a new left menu item named
Agent Bot .
You're done, the chat is automatically shown on all pages.
If you want to show the chat on another website, follow the steps of the PHP
installation.
Your web project must support HTML and PHP, and pages containing the chat must
be opened via a web browser.
You cannot display the chat on a HTML page opened directly on a local computer.
Use a local server like Xampp instead.
Your server must allow the access of the following file:
agentbot/include/ajax.php
If you're using the WordPress version of Agent Bot and you have any security
plugins installed, please make sure that they don't block the
agentbot/include/ajax.php file.
JQuery 1.1+
PHP 7.4+
In your server settings, CURL, ZIP ARCHIVE, must be enabled and
working correctly.
Read and write file permissions must be granted for the Agent Bot
uploads, resources/language and apps folders. Agent Bot
must be able to save and read the files in these folders.
MySQL 5.5+
MySQL - The SQL mode "ONLY_FULL_GROUP_BY", and the "ANSI_QUOTES" setting, must
be disabled.
All Agent Bot folders should have 755 permissions, all Agent Bot files
should have 644 permissions.
Once the installation is completed you can check the system requirements from
Settings > Miscellaneous > System requirements.
Activation
To activate Agent Bot and enable all of the features (including updates and more
secure encryption).
Apps installation
To download, install, and activate the apps go to the Settings > Apps area of
Agent Bot and you can buy the apps.
Updates
To update Agent Bot and the apps, enter the admin area and click on the
version number in the lower left corner.
You can also activate automatic updates via Settings > Miscellaneous.
To enable the updates, you need to have a valid Envato purchase code. To update
the Agent Bot apps you need to have a separate valid License Key or Envato
purchase code for each specific app. Besides, the License Key must not be older
than 1 year
(only for apps purchased outside of CodeCanyon). If your License Key is expired,
you will need to purchase a new license to enable App updates again. Apps
purchased on CodeCanyon have lifetime updates.
The latest versions of the apps may not work if Agent Bot has not been
updated to the latest version.
If you're using the WordPress version of Agent Bot , keep in mind that you
cannot update Agent Bot from the WordPress plugins page.
Manual updates
To manually update Agent Bot and the apps
When updating
Agent Bot, you should also edit the
sw.js file and update the SB_CACHE_NAME constant with the new version
number.
Optimal configuration
Agent Bot is a powerful tool, but its abundance of features can pose a challenge
when it comes to quick setup. To streamline the process, we provide a list of the most
commonly used features that we advise setting up. By incorporating all these features,
you will have access to the most essential and beneficial functionalities.
Activate email notifications from Settings > Notifications. Make sure to
activate the following options: Agent email notifications, Sounds admin >
Incoming conversations and messages, and Push notifications.
For more information on how notifications work, you can click here.
Configure the SMTP server under Settings > Notifications > SMTP. Afterwards,
test the email feature by sending a trial email from Settings > Notifications >
Send an agent email notification. In case you
are using the cloud version, the SMTP
is already activated, but you may want to use your own anyway.
If you are using the WP or PHP version of Agent Bot, activate Pusher. In case you are using the cloud version, Pusher is already
activated.
Navigate to Settings > Miscellaneous > Performance optimization and turn off
any features that are not being used.
In case you are utilizing the chatbot, make sure to check out the optimal
configuration here.
If you are facing difficulties in synchronizing services like Google or WhatsApp,
our team can help you by configuring them. For further information, please visit our
hire us page. By
utilizing your personal accounts such as Google or Facebook, you can enjoy free
credits, free quotas, and significantly lower costs compared to other chat services.
Additionally, you will have full control
and transparency over your data and expenses.
Having problems?
If you're having any issues at all, please contact our support team via the chat widget
on right of this page. Before contacting us, please make sure that your server has all
the requirements listed above.
System requirements
For any issue you can check the system requirements from Settings > Miscellaneous >
System requirements. If you get an infinite loading, it means that some system
requirements is not ment. Our support doesn't include
assistance for the issues reported by the system requirement function, please check your
PHP debug log and contact your hosting support for assistance.
Debug mode
Enable debug mode if you have issues with Agent Bot or you are customizing it. To
enable debug mode, add the debug attribute to the URL of the admin area. E.g.
https://www.your-site.com/agentbot/admin.php?debug.
Blank screen when accessing the admin area
Check if the browser console has error (on Chrome you can open it from Settings >
More tools > Developer tools > Console).
Enable the PHP debug and check the PHP error logs.
If you have the WordPress version, disable all security plugins and plugins related
to your hosting.
Cross-domain configuration
If you want to use the same chat installation on multiple domains, your server should
allow cross-origin requests. To enable cross-origin requests on your server follow the
steps below:
Cross-domain configuration via server
For Apache servers — Edit the .htaccess file of the domain where the
plugin is installed and enter the code <IfModule mod_headers.c>Header set
Access-Control-Allow-Origin "*"</IfModule> at
the very top of the file. To make it works you need to have at least
AllowOverride +FileInfo or AllowOverride All in the Apache config.
For nginx servers — Edit the file /etc/nginx/nginx.conf of the domain
where the plugin is installed and enter the code http { add_header
Access-Control-Allow-Origin "*"; } at the top of the file.
If you're using Plesk go to
Domains > example.com > Apache and nginx settings > Additional nginx
directives and insert add_header 'Access-Control-Allow-Origin'
'*';.
If none of the previous solutions work or you can't change the server settings, follow
the steps below:
Edit the file agentbot/config.php and enter the code
define('SB_CROSS_DOMAIN', true); at the end of the file.
Upload the following folders into your destination domain(the domain where the chat
should be shown, not the one where Agent Bot is installed):
agentbot/media/fonts and agentbot/media/icons.
You can upload the files where you want, for example,
http://www.example.com/chat-files. If the chat is loaded on multiple domains
upload the files on each domain.
Edit again the file agentbot/config.php and Enter the code
define('SB_CROSS_DOMAIN_URL', 'YOUR-URL'); at the end of the file. Replace
YOUR-URL with the URL that points to the files you just
uploaded, for example, http://www.example.com/chat-files. If the chat is
loaded on multiple domains replace YOUR-URL with the an array of URLs, for
example, ["http://www.example.com/chat-files",
"http://www.example-2.com/chat-files"].
Unable to install an app
Your server/hosting has file and folder permissions issues, or a firewall is blocking
our website. You can verify it from Settings > Miscellaneous > Check Requirements
(keep in mind that even if it's all green, you
still have a server problem, it just isn't caught by the requirements checks).
Blocking zoom on iOS devices
When using the chat on iPhones the textarea is automatically zoomed when the user's
start typing a new message. To stop the zoom Enter the code below into the
<head> area of all the pages that include the chat.
By default, the admin URL is something like
https://your-website.com/support/admin.php. You can hide the admin.php
part of the URL and make it like https://your-website.com/support/ by inserting
the
following code in your .htaccess file:
The chat may not be showing due to the following reasons.
You may not see the chat because you have disabled it in the settings area. To fix
this, visit the settings section and deselect all options related to that:
Chat > Manual initialization, Chat > Login initialization, Chat >
Hide chat outside of office hours, WordPress > Manual initialization.
Try disabling any performance plugins or techniques like cache or JS minification on
your website as they might be causing problems. Once disabled, check again.
Try disabling any CDN or Proxy (e.g. CloudFlare). Once disabled, check again.
PHP and WP versions only You cannot see and test the chat as a user if you're
logged-into the admin area. To test the chat as a user, please log out of your admin
account or from WordPress. Alternatively, you
can use another browser window in "private" or "incognito" mode. Additionally, you
can force a logout by executing the SBF.reset() function in the browser console.
PHP and WP versions only You're trying to access the chat from a domain, or
subdomain, different from the one of the installation. Details here.
Conversations are not visible to administrators or agents
The conversations may not be showing due to the following reasons.
The agent has been given a department,
yet the conversations have not been assigned to that specific department.
One or more of the following settings have been activated: Miscellaneous >
Routing, Miscellaneous > Queue, Miscellaneous > Hide conversations
of other agents
You are using the WordPress version and the WordPress > Multisite routing
option has been activated.
You are using the chatbot and the Artificial Intelligence > Human takeover
option has been activated.
For cases 1, 2, and 3, make sure to log in with the correct admin/agent or check your
admin/agent profile to ensure that there are no departments assigned. In case 4, please
check the archived conversations.
Reset email or password of the admin account
If you can no longer log in to the admin area you can reset your password and email by
following the steps below:
Edit your MySQL Database. You can edit it from your hosting panel, usually
with phpMyAdmin.
Edit the table sb_users.
Find your admin account, and make sure the value of the column user_type is
admin.
Reset your password by editing the password column and by inserting the new
password as a hash. To generate a hash for your password,
(replace 123456 with your password), or Enter the hash
$2y$10$i7OComVhUh8BHcyx9VzUfuN.hnNsnKzK1Hd/GKK2KIwBo7Y6stppu (password:
12345678).
Reset your email address from the column email.
If you're using the WordPress version, you can delete the user from the database and
WordPress will generate it again. You can also create a new WordPress user with
administrative privileges, then logout from your current account, and log in with the
new one. Once you're into Agent Bot , change the password of your previous agent
from Users > Agents.
If you encounter the "Too many login attempts. Please retry again in a few hours."
error, click here.
Admin account deleted
If you have accidentally deleted all your admin and agent accounts and you can no longer
log in to the admin area, you can resolve this issue by following the steps below:
Edit your MySQL Database. You can edit it from your hosting panel, usually
with phpMyAdmin.
Edit the table sb_users.
You can convert any existing user to an admin by editing the column
user_type, and entering the value admin.
You can also add a new user by assigning a value to the columns first_name,
last_name, password, email, and user_type fields. The value of the password column
must be a hash. To generate a hash for your password, visit
https://phppasswordhash.com/. Also, the
value of the column user_type must be admin.
Server down
If your server and/or website goes down or suddenly stops working after a few minutes of
chat usage, the issue could be related to your server's Firewall. This usually happens
as a result of an IP Address Banning (Fail2Ban) or Web Application Firewall
(ModSecurity) settings. The multiple AJAX requests from the chat to the database are
recognized as a "server attack" and so your server places a temporary block on your IP
address. This issue should only affect you and/or
your developers; visitors/users should not be affected. To confirm whether or not this
is the issue, use a VPN service like Hotspot Shield.
When the server goes down, activate the VPN to change your IP and try accessing your
website again. If the website works normally, the issue is confirmed. To solve it
temporarily disable fail2ban or contact your hosting
support for additional support.
403 Forbidden Error
The 403 Forbidden error is strictly a server-side issue related to file permissions or a
firewall rule that blocks access to the resource. We can not help with it because it is
not related to our product. Please send this message and the URL of the blocked
resource to your server support, and they will solve the issue. Below you will find the
most common causes of the 403 Forbidden error.
WordPress plugin — If you're using the WordPress version, please make sure
you don't have any security plugin generating the issue.
File permissions — The file permissions of the resource are not correct. The
file permissions should be 644 for files and 755 for folders.
Firewall — The firewall of your server is blocking the resource. You can
check it by disabling the firewall or by using a VPN.
ModSecurity — The ModSecurity of your server is blocking the resource. You
can check it by disabling the ModSecurity or by using a VPN.
Cloudflare — The Cloudflare firewall is blocking the resource. You can check
it by disabling the Cloudflare firewall or by using a VPN. You can solve the issue
by opening your CloudFlare website settings and
by checking Application Settings > Direct PHP File Access.
CONVERSATIONS
Manage conversations
Conversations have a total of four different statuses: mark as read,
archive, delete and restore. You can manage the status of a
conversation by opening it in the conversations area and then
clicking any of the corresponding icon buttons in the top right of the conversation
window.
Search for conversations
You can for conversations by department ID, assigned agent ID, conversation title,
conversation ID, message text, message attachments name, user first name, user last
name, user email
Information
When you empty the trash, all the conversations in the trash are permanently
deleted.
When a user sends a new message to an archived or trashed conversation, the
conversation is automatically restored and will now be visible in the Inbox
area.
Trashed conversations are deleted automatically after 30 days.
When a user is deleted, all the conversations and messages are permanently deleted
too.
An agent can delete their messages by opening the message menu and clicking
Delete. The message menu becomes visible when you hover the mouse cursor over
the message.
The left conversations list use auto-pagination, which is limited to 100 results per
scroll.
Text editor and automated messages features
The text editor of the admin area and automated messages(example: welcome and subscribe
messages) can be used to create stylized messages:
— All text links are automatically converted to
clickable hyperlinks. To set the link name, append the following string to the URL:
#sb-example. Replace example with your
desired link name and white spaces with --.
— The editor also supports text formatting syntax:
To make text bold, surround it with *: *your text*.
To make text italic, surround it with __: __your text__.
To make text strikethrough, surround it with ~: ~your
text~.
To insert a single-line code comment, surround it with`: `your
text`.
To insert a code block, surround it with ```: ```your
text```.
HTML and other code languages — For security reasons, no HTML, JavaScript (JS), or
other code languages are permitted. However, you can use HTML snippets by utilizing
custom rich messages (discussed below).
To insert a line break into a message, use the keyboard combination SHIFT +
ENTER or CTRL + ENTER.
Merge fields
Merge fields are strings replaced by external values when used. Merge fields can be used
in any message or automated message, including chatbot messages.
Code
Description
{user_name}
Full name of the active user.
{user_email}
Email of the active user.
{agent_name}
Full name of the active agent.
{agent_email}
Email of the active agent.
Rich messages
Rich messages are special messages with interactive features like buttons, dropdowns, or
inputs. They allow an agent to request information from the user via a user input form
or to diplay interactive contents. Rich messages can be inserted into a chat
message using shortcodes. Shortcodes accept various parameters like title and
description. The available rich messages are listed below.
How it works:
1
Create and send
Create a
rich message by inserting the shortcode into the text editor of the admin
area. Customize all of the parameters with your information
and send your message.
2
Message is displayed
When a
shortcode is used, the user sees the rich message (not the shortcode) and
can select or enter the required information to complete the
form submission.
3
User's response is submitted
Once the
rich message form has been filled out and sent by the user, a success
message is shown and the form data is saved.
Rich Messages
Name
Shortcode
Description
Card
[card image="URL" header="TITLE" description="Lorem ipsum dolor sit amete" link="URL" link-text="Purchase" extra="$599" target="_blank"]
Call-to-action card with an image, title, description, link, and more.
Slider
[slider image-1="URL" header-1="TITLE" description-1="Lorem ipsum dolor sit amete" link-1="URL" link-text-1="Purchase" extra-1="$599" image-2="URL" header-2="TITLE" description-2="Lorem ipsum dolor sit amete" link-2="URL" link-text-2="Purchase" extra-2="$599" target="_blank"]
Slider of call-to-action cards with an image, title, description, link, and
more. You can add up to 10 slides.
Form to collect the user's email and phone number. All attributes are
optional. Follow up settings used as default values. Add the attribute
required-messaging-apps="true" to force users to provide their
email and phone on messaging apps.
Merge fields are supported.
Display a link or open an article. The attribute target="_blank" is
optional and open the link in a new window. The attribute
style="link" is optional and change the button design. To open an
article
on click the link value must be #article-ID, replace ID with the
article ID.
Display a YouTube or Vimeo video. The value of the attribute type can
be youtube or vimeo. The attribute id is the ID of the
video, get it from the URL. The attribute height is optional and sets
the video height in px.
To translate a rich message string, the original rich message text must be in english,
add the exact english text and its translations in Setting > Translations > Front
End.
Show a rich message on chat initialization
To display a rich message, such as a list of buttons, when a user initiates a chat for
the first time, insert the rich message shortcode into the welcome message.
Custom rich messages
You can create custom rich messages with your own custom content by going to
Settings > Miscellaneous. Currently, custom rich messages are static and there
are no interactive options available as there are with shortcodes. However, you can
insert custom HTML codes.
HTML codes
When creating a custom rich message, you can use the following codes:
You can send a confirmation email to the user by filling in the Follow-up
Email fields.
If the delay is not set, a dynamic time interval is utilized and it is
determined as follows: If Settings > Miscellaneous > Office hours is
configured, and the current time falls within the defined office
hours, or if at least one agent is online, then the delay will be set to 15 seconds.
In all other cases, the delay will be set to 5 seconds.
Follow-up messages are sent a maximum of once every 24 hours.
If the user provides an email address and the newsletter feature is enabled, the email address will be
subscribed.
The follow-up message is sent only to users without email address.
If the chatbot's human takeover
feature is activated, the follow-up message is only sent during human takeover.
Rating
Display the feedback form to rate the conversation when it is archived.
The rating message is not compatible with the messaging channels.
The rating is visible in the right panel of the conversations area, in the
agent ratings report of the reports area, and in the agent profile.
Offline message
Notify the user when their message is sent outside of the scheduled office hours or all
agents are offline.
To learn more about the office hours option, please click here.
The offline message is sent to the same user maximum 1 time per hour.
If the chatbot's human takeover
feature is activated, the offline message is only sent during human takeover.
If you or any other agent is online using Slack, the offline message will not be sent.
Privacy message
Present a privacy message accompanied by Accept and Decline buttons. The user's approval
by clicking on the Accept button is required to start using the chat. This feature
ensures privacy policy enforcement and GDPR compliance.
The privacy message is not shown if the Settings > Users > Require
registration option is enabled.
The privacy message is also sent to messaging channels like WhatsApp, but the user
does not have the option to approve or decline the privacy policy. The messaging
functionalities are not blocked either. The message is sent after the user initiates
the
conversation by sending their first message.
Pop-up message
Show a pop-up notification to all users.
The popup message is always shown until the user manually closes it; then it stays
closed.
Attachments
Here, you can access information regarding the uploading of files and the message's
attachments.
The following image formats are displayed automatically:.jpg, .jpeg, .png.
The allowed file attachments extensions are set in the
agentbot/include/upload.php file.
Add new allowed file extensions by adding the code define("SB_FILE_EXTENSIONS",
["exe", "abc",...]) to the config.php file of your Agent Bot
installation folder. Replace ["exe", "abc",...] with an
array containing the extensions you want to allow.
For instructions on sending attachments with a chatbot, click here.
The uploads folder location is agentbot/uploads by default for the PHP
version, while for the WordPress version it is wp-content/uploads/sb. You can
customize it from the config file. You can
also upload files to AWS S3.
Information
Here, you can access information regarding a variety of features associated with
conversations.
Tags
Tags enable more efficient organization and grouping of conversations. Please refer to
the information below for further details.
You can manage the tags from Settings > Admin > Tags.
Tags can be assigned to conversations through different methods: via the admin area
by navigating to Settings > Automations > More, through Dialogflow actions,
and by inserting the JS variable SB_DEFAULT_TAGS into a page showing the chat
or into a web page displaying the chat or the tickets panel.
To locate conversations with specific tags, simply enter the tag names into the
search bar located at the top-left corner of the admin conversations area, or you
can select the desired tag from the dedicated filters menu on top-left. The tags
filter is
visible only if at least one tag is assigned to a conversation.
Check the Starred tag option to display the starred tag icon in the
conversations area. This allows you to select conversations assigned to the first
tag with one click. The first tag on top is always the starred
tag.
You can disable the tags from Settings > Admin > Disable tags.
Notes
Notes allow users to add comments to conversations that are only visible to agents and
admins.
If you are usign OpenAI, we suggest enabling the note data scraping option.
Transcript
The full conversation can be sent to the user by the agent or admin as a transcript
file.
Agents and admins can send conversation transcripts to users by clicking the
Transcript button in the top-right corner of the admin's conversation window.
Agents and admins can automatically send the transcript to the user when the
conversation is archived by using the close message available at Settings
> Messages > Close message.
The transcript can be sent to the user only if the user has an email address.
If the conversation has been translated, the transcript will also include the
translated messages.
Miscellaneous
The date and time format is automatically detected based on the browser's language
settings.
USERS
Manage users
Manage users from the Users area in the left menu of the admin area.
Import users
You can import users from Settings > Users > Import users. Only CSV files are
supported. You can download an example CSV file here. In
the example file, the first row is the header and
the columns Height and Hair color are custom user fields added from
Settings > Users > Custom fields.
Search users
You can search users by name, surname, email, and custom fields.
Delete users
You can delete a user by opening the User edit box and then clicking Delete
user. To delete multiple users at once, select the users you want to delete from
the Users table and then click the top right Delete icon.
When a user is deleted, all of their conversations and messages are automatically
deleted permanently.
The conversation attachments will be deleted permanently. If AWS S3 is enabled, also the AWS S3 files will be deleted.
If a user of a deleted user come back to the website, a new user is automatically
created.
Visitors are automatically deleted every 24 hours.
Additional user table columns
To display additional columns in the user table go to Settings > Admin > Users table
additional columns and add the new columns. The value of each column is the slug
of the user detail or extra user detail you want
to display. The slug is lowercase and with spaces replaced by the char -. For
example, the slug of the extra user detail "Date of birth" is "date-of-birth".
User types
Type
Description
user
A "user" is any user with an email.
lead
A "lead" is any user with no user details, who is automatically registered,
and with at least one conversation.
visitor
A "visitor" is any user who has not started a conversation. Note: Visitors
are automatically deleted every 24 hours.
Manage agents and admins
Manage, create, and delete agents and admins from the Users area.
Configure agents' privileges and permissions from Settings > Admin > Agent
privileges.
It can create a supervisor from Settings > Admin > Supervisor. The Supervisor
is a special agent with specific privileges, it must be an administrator. You can
add multiple supervisors by adding comma separated
admin IDs.
To create an agent or ad admin, go to the users area and click the button
Add user on the top right.
Only agents and admins can log in the Agent Bot admin area.
When you activate the Agent Bot plugin on WordPress, an admin account is
automatically created using the same username and password as the currently
logged-in user.
Collect user details
You can gather user details, such as their name and email, through various methods:
The registration form is a pre-chat form that requires the user to enter specific
information before starting the chat.
You can use the registration form as a pre-chat form by limiting the information
requested to the user to only the user's email address or the user name, for
example.
The log-in form is shown only if the email field is enabled.
The password field is always shown when the user system is set to "WordPress".
New users are automatically displayed in the user table in real time.
To view online users enable Settings > Users > Register all visitors.
To receive the online user notification you have to enable Settings >
Notifications > Online users notification, Settings > Miscellaneous >
Pusher (if you are using the cloud version,
this setting is automatically activated) and Settings > Users > Register all
visitors (activated by default). The feature covers all user types,
including visitors and leads. Notifications are only sent once
per user within a 24-hour period.
Agents and admins can set their status to online or offline from the bottom-left
profile panel. If the option Settings > Notifications > Away mode is active,
the offline status is activated automatically when
the agent or admin has been inactive in the admin area for at least 10 minutes.
Inactivity is defined as not performing any mouse clicks, movements, or key presses.
The automatic offline status feature is not enabled
on mobile devices. For this feature to work correctly, Pusher should be enabled.
The users table use auto-pagination, which is limited to 100 results per scroll.
Login verification URL
The login verification URL feature can be found under Settings > Users > Login
verification URL in Agent Bot. This feature allows Agent Bot to
authenticate an external login from an external source and automatically
register and log in the user. The expected response from the URL should be a JSON object
like below:
By enabling the Settings > Chat > Agents menu option. In this case, the user
will be required to select an agent before starting a new conversation.
Via Settings > Automations > More.
Via JavaScript, with the variable var SB_DEFAULT_AGENT = ID;. Enter the code
into the pages where the chat is displayed and replace ID with the agent ID. For
more details check the API here.
Disabling and hiding the chat during out-of-office hours.
Disabling the chatbot during regular office hours and enabling it during
out-of-office hours.
More information
Blank values in the timetable settings are considered out-of-office hours.
The office hours are in UTC format. Your UTC is generated automatically when you
click the field Settings > Miscellaneous > UTF offset. To manually get the
UTC offset of your area, go to:
https://browserspy.dk/ or
wikipedia.org/wiki/List_of_UTC_time_offsets
and copy the offset (e.g. for UTC −12:00, enter -12). Only integers are
accepted. If your offset is not an integer (e.g. UTC -12:30 or UTC -12:45), try
searching for an alternative UTC offset. If you can't find an integer offset, you
will need to manually adjust the times in the office
hours table to fix the gap.
The date and time format of the timetable matchs automatically the one used in the
country of the browser language of the user.
Articles
Knowledge base articles provide instant answers to customers to help reduce customer
support volume. You can access the articles from the left Agent Bot menu.
Display articles
The articles can be shown in the chat dashboard by enabling them from Settings >
Articles > Display in dashboard.
Alternatively, articles can be shared in any chat conversation via the rich message
shortcode, [articles].
The articles can be shown in a dedicated page in three ways:
REST API METHOD
Insert the code below into your page. Replace [AGENT-BOT-URL]
with the URL of your Agent Bot installation and [YOUR-TOKEN] with
any admin token. If you are using the cloud version, the URL is
https://cloud.board.support/script/include/api.php and to get the
token click here.
Include the attibure nojquery => true if you already have jQuery included in your page.
PHP API METHOD
Insert the code below into your page. Replace [AGENT-BOT-URL]
with the URL of your Agent Bot installation. Replace
[SUPPORT-BOARD-PATH] with the path of your Agent Bot
installation.
This method is not available in the cloud version.
If jQuery is alraedy included in your page, do not include it again.
JS METHOD
Insert the code below into your page. This method is not recommended as the
as the articles are loaded asynchronously and the page may not be indexed by
search engines.
If you're using the WordPress version you can use the shortcode
[sb-articles]. This method is supported only in the WordPress
version.
The page shows the article categories, you must add parent categories and
assign articles to them. The articles will be shown in the same location of the
code above. You can hide the chat widget by adding
the JS code var SB_DISABLED = true; to the page.
URL rewrite
You can enable the URL rewrite from Settings Articles > URL rewrite. The default
URLs of Agent Bot are not user-friendly and they include parameters. You can rewrite
the URLs via .htaccess file. The code
below rewrites the URLs of the categories and article pages. The categories URL changes
from articles.php?categories=ID to articles/category/ID. The article URL
changes from articles.php?article_id=ID to articles/ID.
Change articles with the name of your articles page and set the articles page URL
in Settings > Articles > Articles page URL.
More information
If you use categories, all the articles must be assigned to a category.
If there is at least one translated article in the user's language, only the
translated articles are displayed. Otherwise, all articles are displayed in the
original language.
Force the articles page to be shown in a specific language by adding the URL
parameter lang=LANGUAGE-CODE. Replace LANGUAGE-CODE with the
two-letters language code.
If the multilingual via
translation feature is activated, articles and their categories will be
translated automatically.
Articles are synchronized automatically with the Dialogflow knowledge base if the
Artificial Intelligence app is installed.
You can create an internal chat link to an article with the button rich message.
You can create a link to a specific article with the URL attribute
article=ID, replace ID with the article ID.
You can create a link to an article category with the URL attribute
category=ID, replace ID with the category ID.
The articles are always included into the training of your OpenAI chatbot.
If some block is not saved, e.g. text block, disable all browser extentions and try
again.
To hide the chat widget insert the following code into the articles page:
<script>var SB_DISABLED = true;</script>.
Language and translations
Agent Bot is fully multilingual and provides powerful features to detect the user's
language on the fly.
Edit translations
To edit the languages of both chat and admin, go to Settings > Translations. Some
settings, such as e-mail contents, are directly translatable and therefore do not need
to be translated here.
Chat language
Agent Bot is already translated into 41 languages. There are many options available
to set the language:
OPTION 1 Go to Settings > Chat and check the Language option.
Set it to auto to automatically use the chat language of the user's browser
or the language saved in the user profile.
OPTION 2 Add the URL parameter lang=LANGUAGE-CODE to the script that
loads the chat, replacing "LANGUAGE-CODE" with the two-letters language code you
would like to display. E.g. for the cloud version. This feature
will force the chat to always use the same language
and the Settings > Chat > Language option will be ignored. Go to wikipedia.org/wiki/List_of_ISO_639-1_codes
for
the complete languages code list (see column 639-1). For Traditional Chinese use
zt, for Simplified Chinese use zh, for Brazilian Portuguese use
pt.
OPTION 2 - WORDPRESS ONLY Go to Settings > WordPress and set the
option Force language. This feature will force the chat to always use the
same language and the Settings > Chat > Language option will be ignored.
OPTION 3 - WORDPRESS ONLY The WordPress version of Agent Bot uses the
default language of the WordPress installation; or the language of the current page
or post if the website is multilingual. This feature
is compatible with WPML, Polylang, and other multilingual plugins. This feature is
automatically disabled if the Settings > Chat > Language option is active.
Admin language
To translate the admin area follow the steps below:
Translate the texts in your language from the Settings > Translations.
To set the admin area language you have three options:
Activate the option Settings > Admin > Automatically translate admin area.
This feature automatically translate the admin area to match the agent profile
language or the agent browser language.
Edit the file config.php inside your Agent Bot installation directory and
Enter the code
define('SB_ADMIN_LANG', 'LANGUAGE-CODE'); at the end of the file content.
Replace LANGUAGE-CODE with the language code of the language you want to use,
use only 2 letters, for example, insert only es,
not es_ES. This option is not available in the cloud version.
Translate custom contents
You can translate almost any custom content like rich messages, titles, descriptions, automatic messages, chat
header, and more. To include translations, visit Settings > Translations and
click on the New translation button. Then, enter the English content you wish to
translate in the first field and its corresponding translation in the second field. The
original text must be in English. If you
have the artificial intelligence app you can also translate all contents to any language
automatically through the multilingual via translation feature.
Add a new language
To add a new language, follow the steps below:
Via FTP or a File Manager, go to
agentbot\resources\languages\front.
Duplicate (copy and paste it in the same directory) the
agentbot\resources\languages\front\source.json file.
Go to
Settings > Translations and the new language should appear automatically.
To add a new language for the admin area, follow the exact same steps, but use folder
admin instead. New languages will not be lost or deleted on plugin updates.
Information
If a translation string is missing, add it by clicking the button Add new
translation.
If a translation string is not working, make sure to remove all white spaces and
break lines at the start and the end of the string.
The translations edits are not saved in the database but directly in the translation
files. When a translation is edited, and saved, a backup is created into the
uploads folder. The backup is restored automatically
on plugin update and plugin activation.
You can add missing translation strings also by code. Edit the language files
located in agentbot\resources\languages. After editing a file, the new
strings will be visible under Settings > Translations.
Remember to click Save changes in order to preserve your translations and
avoid losing them when Agent Bot is updated.
Departments
Departments give you the power to distribute conversations and assign various agents to
specific departments. For example, you can create a department entitled "Sales" and
assign specific conversations to that department. To start using departments, follow
the steps below:
Go to Settings > Miscellaneous and add, delete and manage the departments.
After saving, reload the page.
Go to Users > Agents and edit an agent, you will see a new field where you
can set the department of the agent.
Reload the page and you're done! In the Conversations area, you will now see
an option to set the department.
Settings
Display in dashboard Displays the departments' list in the chat dashboard and
force users to choose a department before starting a conversation.
Display images Displays the department image instead of the department color.
Display in conversation list Displays the department color in the
conversation list of the admin area.
One conversation per department Restrict users from opening multiple
conversations within the same department, allowing only one conversation to be
active per department.
Label Replace the label Departments (plural) with another text. The
name is displayed in the admin and tickets area.
Label single Replace the label Department (singular) with another
text. The name is displayed in the admin and tickets area.
Dashboard title Set the title of the chat dashboard list. Default:
Departments.
How it works
Agents and admins with no assigned department always see the conversations of all
departments.
Agents and admins with an assigned department can only access conversations, users,
and agents within that department.
When a conversation is assigned to a new department, an email notification is sent
to all of the agents assigned to the new department.
Via Settings > Miscellaneous > Departments settings > Display in dashboard.
In this case, the user will be required to select a department before starting a new
conversation.
Via Settings > Automations > More.
Via JavaScript, with the variable var SB_DEFAULT_DEPARTMENT = ID;. Enter the
code into the pages where the chat is displayed and replace ID with the department
ID. For more details check the API
here.
When the queue is activated via Settings > Miscellaneous > Queue, or routing is
activated via Settings > Miscellaneous > Routing, Agent Bot automatically
assigns the users conversations to all available
agents proportionately.
Only online agents are counted as "available" agents and will receive new
conversations.
Conversations are assigned proportionally between all online agents.
Admins are not included; admins always see all the conversations.
Agents must archive a conversation to mark it as completed; this will automatically
give them access to the next conversation in the queue. A conversation is active if
it's not deleted, or archived.
Agents can switch their status between online and offline by hovering over their
profile image and then clicking the label of the profile pop-up at the bottom-left
of the admin area.
Agents can only search and filter their conversations.
Agents can only view their conversations; however, they can see all of the
conversations of a single user.
To enable agents to view all unassigned conversations, activate Settings >
Miscellaneous > Hide conversations of other agents and View unassigned
conversations.
Queue and routing are compatible with the departments.
If human takeover is active, the queue or routing is
activated only on human takeover.
More information - Queue only
When the queue is activated users enter into a queue automatically when an agent's chat
limit is reached. When a user enters the queue, a message with the current position in
the queue and the estimated waiting time is displayed. Agent Bot automatically
assigns the conversations to all available agents proportionately. When an agent marks a
conversation as completed (by archiving it), the queue is updated and a new conversation
is received.
If a user is in the queue and leaves (e.g. by closing the browser) for more than 1
minute, the conversation is saved; however, once the user comes back, the queue is
reset and the user will lose their previous position. If the user leaves, the
conversation
remains unassigned and therefore invisible to agents, but only visible to admins.
You can use the following merge fields in the queue message: {position},
{minutes}. They will be replaced by the real values in real-time.
The waiting time is displayed in minutes and is calculated as follows: queue
position X response time = waiting time. For example, if a user is 5th in the queue,
and the response time has been set to 4 minutes (via Settings > Miscellaneous >
Queue), then
the total wait time displayed to the user will be 20 minutes.
When the sound option is active, a sound is played when it's the user's turn.
For conversations started from messaging apps like WhatsApp, it is not possible to
respect the limit of conversations per agent, all conversations will be immediately
and proportionally assigned to an agent.
Use the offline message to prevent the chat from
showing the queue update message to the user.
To test the queue, follow the steps below:
To simulate multiple users and agents, open the chat in multiple different browsers
(e.g. Opera, Firefox, Brave, Chrome, etc.). Each browser can simulate two
users/agents: one in normal mode and one in "private" or "incognito" mode.
To reset the chat and start a new user session, open the browser console, enter
SBF.reset(), and press ENTER.
More information - Routing only
When the routing is activated Agent Bot automatically assigns the users
conversations to all available agents proportionately.
If the Routing > Disable online status check option is active, The
conversations are distributed proportionally among all agents, regardless of whether
they are online or offline.
When an agent comes back online after being offline, all unassigned conversations
are automatically assigned to them.
When routing is active agents can manually route conversations to other agents from
the right panel of the conversations area.
If the conversation is archived and the user reopens it in the future by sending a
new message, if the assigned agent in the conversation is offline, the conversation
is assigned to another agent.
Manual routing
When the routing is activated via Settings > Miscellaneous > Hide conversation of
other agents agents see only their own conversations and can select the
unassigned ones.
Agents menu: displays the agents' menu to assign the active conversation to
another agent.
Routing if offline: if the conversation is archived and the user reopens it
in the future by sending a new message, if the assigned agent in the conversation is
offline, the conversation is assigned to another online
if there is at least one, otherwise to no agent.
View unassigned conversations: allow agents to view the unassigned
conversations, when an agent replies the conversation is automatically assigned to
him and the conversation is removed in real-time from the admin
area of the other agents. Check this option to enable the manual routing.
Email piping
Email piping lets you, your agents, and your users reply to chat messages via email.
Activation
To activate the email piping go to Settings > Notifications > Email piping and
enter your POP3/IMAP email server information, then set the email address to use for the
email piping in Settings > Notifications > SMTP and you're done! The email
address must be the one to which the email piping server connects to. Agent Bot will
send all emails from this email address and you, your agents, and your users will reply
to this email address.
Information
The email address of Settings > Notifications > SMTP > Sender email must
match the one used by the email piping server.
The Notifications > User email notifications setting is enabled automatically
when email piping is active. When agents reply in Agent Bot, emails are always
sent to the user.
If you're using the Artificial Intelligence app, and the settings Settings >
Artificial Intelligence > Human takeover is active, no emails are sent if
the chatbot knows the answer.
If the Convert all emails option is active:
All emails sent to your inbox will be converted to chat messages, mind that
all emails, including spam, promotional emails and more would be wrongly
converted too.
Email sent by email addresses of agents and admins will be ignored, use
another email address for testing.
Each email sent directly to the email piping address will generate a new
user conversation.
You can not use the same email address used for the email piping to reply. All your
Agent Bot agents and admins must use a different email address.
Agents must reply via email from the same email address registered in Agent Bot.
The email is sent to the agents only if they are offline. If they are online no
emails are sent.
For Google Gmail and Google Workspace emails, you need to replace your Google
password with a Google app password, details on https://support.google.com/accounts/answer/185833 (Create &
use App Passwords section). Enter imap.gmail.com as host and 993 as
port.
Email piping requires php5-imap module (IMAP module). If it's not installed
on your server you can install it with the command apt-get install php5-imap.
If you have issues contact your hosting/server
support.
The Delimiter option add a text at the top of all emails:
### Please type your reply above this line
###
. This text tells Agent Bot to delete all the content below it and
it's usefult to cut out all of the reply quotes. Activate it if you see duplicated
messages
in the chat. If this option is active, you and your users can not use the string
### in the emails.
Email attachments are supported.
In order for email piping to work, email replies must contain the Agent Bot
recipient's name. Ex. Agent Bot | SB2457-4734 <example@email.com>. All
major email clients like Outlook Web, Outlook, Gmail,
Yahoo Mail, support the recipient's name by default via chatbot reply or reply all
buttons.
Because of the nature of how emails work, each email client uses their personal
codes, delimiters, and automatic strings, and more. For this reason, some chat
messages converted from emails can contain invalid texts. We are working to optimize
as many
email clients as possible, for now, the following email clients are optimized and
should not return any invalid text: Outlook Web, Outlook, Gmail, Yahoo Mail.
Email piping supports departments, if
the user's conversation is assigned to a department, the email notifications are
sent only to the agents assigned to that department.
If the email includes the reply-to attribute, it will serve as the primary
user email address and notifications will be sent to that email.
Cron job
Agent Bot tries to process emails via cron jobs every 60 seconds, details here.
If you're using the cloud version the
cron job is already activated by default and it will run at least once every 60
minutes.
You can manually trigger execution and speed up cron jobs via API with the PHP
function sb_email_piping(), or the WEB API
function email-piping.
You can create a cron job that runs the URL
[AGENT-BOT-URL]/include/api.php?piping=true. Use the command */59 * *
* * wget [AGENT-BOT-URL]/include/api.php?piping=true to run it via a
command. Replace
[AGENT-BOT-URL] with your Agent Bot URL. To obtain the URL, follow
these steps: If you are using the WP or PHP version, go to Settings >
Miscellaneous > Agent Bot URL. If you are using
the cloud version, use this URL:
https://cloud.board.support/script/include/api.php?piping=true&cloud=API-TOKEN
and replace API-TOKEN with your API
token.
You can also use this cron job file: download. The cron job command is php -f
YOUR-FILE-PATH/cron.php.
If you manually run the cron job, activate the Disable cron job option to
stop Agent Bot from manually triggering it and to improve performance.
Pusher
Activate Pusher from Settings > Miscellaneous > Pusher to use the WebSockets
instead of HTTP AJAX requests for the chat functionalities. WebSockets drastically
improve the chat performance by removing the need for
repeated AJAX requests to your server for checking for new messages and conversations.
WebSockets also improve responsivness of the chat: faster messages delivery, more
accurate online and typing status, more accurate online
users list and more. If you are using the cloud version, this setting is automatically activated.
Enter the name of your app and choose the cluster closest to your location.
From the left menu of the dashboard click App Settings and enable client
events.
From the left menu of the dashboard click Keys, copy App ID,
Key, Secret, Cluster.
Go to Settings > Miscellaneous > Pusher, and paste app ID, key, secret,
cluster.
You're done.
Information
Pusher is free to use for up to 200k messages and 100 concurrent connections per
day. Messages are used for the following functions and more: user registration,
online user status, chat messages, and chatbot messages. Pusher channels count
calculation
is explained here.
When Pusher is active the following AJAX requests are replaced by WebSockets:
checking for new messages, checking for new conversations, online/offline status,
typing status, online users list.
When Pusher is active the last activity value of users and agents is updated
only on page load or when they send new messages.
When Pusher is active the option Settings > Users > Register all visitors is
automatically activated and it can not be disabled.
If your server becomes overloaded, crashes, experiences excessive RAM usage, high
CPU usage, or in general, slows down or has performance issues, activate Pusher.
Direct messages
Direct messages allow you to send а single chat message, email, or text message, to a
single user or several users. Read the information below to understand how it works.
To send a message go to the Users area and click the direct message icon.
Direct message buttons are also available in the profile box of the user.
To send a message to all users, enter All in the User IDs field.
To send a message to a group of users, enter their IDs in the User IDs field.
You can check the users and then click the direct message icon to enter the IDs
automatically.
The chat message is sent to the active conversation, if any, otherwise to a new
conversation.
If the Settings > Notifications > User email notifications option is active,
all users with an email are notified via email.
If the Settings > Notifications > Text message notifications > Active for
users option is active, all users with a phone number are notified via text
message.
If the Settings > Notifications > Push notifications option is active, a push
notification is sent to all users.
The message is also sent to messaging apps such as WhatsApp and Messenger if the
user is connected to them.
To send a message to all users of a single messaging app enter one of the following
strings: whatsapp, messenger, instagram, telegram,
twitter, zalo, wechat, viber,
line. Enter tickets to send a message only to the users who created a
Agent Bot ticket via the Tickets app.
Direct email
Email header and email signature are automatically included in all emails, set them
from Settings > Notifications.
The HTML language is supported.
The subject supports merge fields.
Direct text messages
To enable direct text messages you must enable the SMS in Settings >
Notifications > Text message notifications.
Automations allow running multilingual automatic tasks when conditions set by you are
met.
To delete a condition, set it to empty. To disable an automation, delete all
conditions.
Automations are sent only 1 time to users.
If you used an automation in the past, and users already received it, you need to
delete the automation and create a new one to show it to the users.
Repeat only works if used in conjunction with date time.
When date time is used in conjunction with the criteria is exactly,
the value must not contain hours and minutes (hh:mm). Ex. 25/10/2021 (25/10/2021
10:30 will not work).
The Settings > Users > Register all visitors option must be active if there
are message automations that are executed on page load.
City, countries, languages work automatically only if both the
settings Settings > Users > Register all visitors and Settings > Users >
Full visitor details are enabled.
Cities work only if the user detail location is set and equal to
city, country, or if the user detail city is set.
Countries work only if the user details country_code, or
country is set, or if the user detail location is set and equal to
city, country. The country name must be in english.
languages work only if the user details browser_language, or
language is set.
A visitor is a Returning visitor only if it visits the website again after
24h or more.
The pop-ups appear only if the chat is closed, and they overwrite the default
pop-up. You can check the message fallback option to send a message instead
of showing the pop-up if the chat is open.
You may need to enable Settings > Users > Register all visitors if you want
to send an automated message to new users.
Chat messages and popup fallback messages are sent only if the last user or agent
message of the conversation is older than 10 minutes. This feature prevents unwanted
automated messages to be sent during an agent-user conversation.
The Custom variable condition check for the JavaScript variables with the
given names and values. For example, the condition example=ABC is met if into
the chat's page there is this JavaScript code: var example = "ABC";.
Add multiple variables separated by commas.
Automations are not compatible with the messaging apps like WhatsApp, Messenger,
Instagram, Telegram, Twitter, Zalo, WeChat, Viber, Line.
To get the List ID, enter in SendGrid and click Marketing >
Contacts(https://mc.sendgrid.com/contacts), then click on a list,
or create a new one. The last part of the URL is the list ID. Ex.
https://mc.sendgrid.com/contacts/lists/8558c1e7-3c99-4428-a68f-78df2e437f8e (the
list ID is 8558c1e7-3c99-4428-a68f-78df2e437f8e).
Elastic Email
To get the Key, enter in Elastic Email, then click Settings from the
top right profile menu. Click Create Additional API key (https://elasticemail.com/account#/settings/new/create-api),
set a name and choose Plugin or Full access, or Custom and make
sure the permission Contacts is set to View & Modify.
The List ID is the list name. Important! Existing list's or segment names
must not have any spaces in them.
Campaign Monitor
To get the Key, enter in Campaign Monitor, then click Account settings
from the top right profile menu. Click API keys > Generate API key.
To get the List ID, enter in Campaign Monitor, then click List and
subscribers from the top menu. Select a list and then click Settings
from the left menu and copy the List API ID.
HubSpot
To get the Key, enter in HubSpot, then get go to Settings > Integrations >
Private apps and create a new app.
Enter app name, then open the Scope tab and add the following scopes:
crm.lists.write, crm.lists.read, crm.objects.contacts.read,
crm.objects.contacts.write.
Click Create app and copy the token. Paste the token into the Key
field of Agent Bot.
To get the List ID, enter in HubSpot, then get it from Contacts > List >
List details.
Moosend
To get the Key, enter in Moosend, then click Settings > API key.
To get the List ID, enter in Moosend, then get it from Audience > Email
lists.
GetResponse
To get the List ID, enter in GetResponse, then get it from Lists > Your
list > Settings(https://app.getresponse.com/lists). Copy the List
token value.
To get the Key, enter in ConvertKit, then get it from Settings > Advanced
> API secret.
To get the List ID, enter in ConvertKit, then get it from Grow > Landing
Pages & Forms. Open you form and copy the numeric part of the URL. For
example the ID of the form with
URL https://app.convertkit.com/forms/designers/3003412/edit is
3003412.
ActiveCampaign
To get the Key, enter in ActiveCampaign, then get it from Account settings
> Developer.
To get the List ID, enter in ActiveCampaign, then get it from Left menu >
Lists or Left menu > Contacts > Lists. Open your list and copy the
list ID in the URL. For example the ID of the list with
URL
https://schiocco.activehosted.com/app/contacts/?listid=1&status=1 is
1. The list ID must be in this format: domain:list-ID. The
domain is the first part of your dashboard URL. For example
the domain of https://schiocco.activehosted.com/ is schiocco and the
final value to insert in Agent Bot is schiocco:1.
MailerLite
To get the Key, enter in MailerLite, then get it from Left menu >
Integrations > MailerLite API.
To get the List ID, enter in MailerLite, then get it from Left menu >
Subscribers > Groups. View a group and copy the Group ID from the URL (e.g.
....group=18783408688903967...).
To get the List ID, enter in MailerLite, then get it from Contacts >
Contacts lists > Your list. Get the List ID by clicking the ? icon
next to the lists's email, e.g. 1202546.
Sendy
To get the Key, enter the Sendy settings area and copy the API KEY.
To get the List ID, enter your brand, then click View all lists and
copy the list ID. The list ID setting must also include your Sendy full URL. Enter
the URL plus the list ID spearated by the char |,
e.g. https://example.com|TDf6o892Mx11VXGC51ui567u.
SendFox
To get the Key, enter in SendFox, then get it from Settings > API >
Personal Access Tokens.
To get the List ID, enter in SendFox, then get it from Audience >
Lists. Open a list and copy the ID from the URL (e.g. the List ID of the URL
https://sendfox.com/dashboard/lists/489151/contacts is 489151).
Amazon Web Services
Amazon S3
Upload attachments to your Amazon S3 bucket instead of the server where Agent Bot is
installed. Follow the steps below to set it up.
Enter the IAM dashboard and click Left menu > Access management >
Users.
Click Add new user, enter the username and continue.
Select Add user to group and on the User groups section below click
Create group. In Permissions policies search for
AmazonS3FullAccess and select it. Click Create user group.
Assign the new group to the user you are creating and continue, then click Create
user.
Select the newly created user and open the Security credentials tab.
In the Access keys area, click Create access key and select
Application running outside AWS. Continue until you get the keys and save
them in Agent Bot > Settings > Miscellaneous > Amazon S3.
Visit the Amazon S3 dashboard and click Create bucket.
Set the bucket name and region you want. Save the region and name in Support
Board > Settings > Miscellaneous > Amazon S3. Check ACLs enabled and
Bucket owner preferred. Uncheck Block all public access and all
related checkboxes.
Click Create bucket.
This feature is technical and optional. Support does not cover any help related to
this feature.
Be aware that it may take up to 24 hours for a newly created bucket to become
active. If you have recently created an S3 bucket and it is not working, wait for 24
hours and try again.
More settings
Saved replies
Saved replies, also known as canned messages, refer to a collection of pre-written
messages that agents can quickly access and employ in the chat editor.
Saved replies can be printed by typing # followed by the saved reply
name, plus a space.
The saved replies pop-up can be opened by typing ##.
Use \n to do a line break.
If you are using the Dialogflow chatbot, the saved replies panel search will include
results from Dialogflow Intents.
You have the option to add all Dialogflow Intents to the saved replies list by using
the option at Settings > Artificial Intelligence > Google > Add Intents to saved
replies.
NOTIFICATIONS
Notifications
To understand how notifications work and when they are sent read the information below.
If you think notifications are not working, most probably you're just testing them in
the wrong way, please read the information below before asking for support.
Email notifications
Both agents and users can receive an email notification when a new message is received.
Email notifications for admin and agents
When a user sends their first message, if the conversation is assigned to a department, an email is sent only to
the agents assigned to that department, if the conversation
is assigned to a specific agent, an email is sent only to that agent, otherwise an
email is sent to all agents who are not online at the moment. Subsequent emails are
sent only to the last agent in the conversation.
Email notifications are sent only if the last agent in the conversation is offline.
If you're using the Artificial Intelligence app, and Settings > Artificial
Intelligence > Human takeover is active, no emails are sent if the chatbot
knows the answer.
To prevent admins from receiving email notifications check Settings >
Notifications > Do not send email notifications to admins.
Email notifications for users
When an agent sends a message to a user, an email is sent to the user only if the
user is offline.
Only 1 email is sent. Subsequent messages will not trigger a new email alert.
Create the email
To manage the emails and create the contents go to Settings > Notifications. You
can use text and HTML. New lines are automatically converted to <br />. You
can use the following merge fields in the email.
Merge fields are automatically replaced with the updated information.
Code
Description
{recipient_name}
The name of the user or agent who is receiving the email.
{sender_name}
The name of the user or agent who was sending the message that triggered the
email notification.
{sender_profile_image}
The profile image of the user or agent who was sending the message that
triggered the email notification.
{message}
The links to any attachments that were part of the message that triggered
the email notification.
{attachments}
Emails may not be delivered for several reasons; below are the most common
ones:
Cron job
You can run the following cron job for sending email notifications to both users and
agents, in which case you also need to select Settings > Notifications > Email
notifications via cron job. Sending emails via cron
job will improve your email notifications: they will include the whole conversation and
will be sent only 1 time.
You can create a cron job that runs the URL
[AGENT-BOT-URL]/include/api.php?email-notifications=true.
Use the command */59 * * * * wget
[AGENT-BOT-URL]/include/api.php?email-notifications=true to run it via a
command.
Replace [AGENT-BOT-URL] with your Agent Bot URL, get it from
Settings > Miscellaneous > Agent Bot URL.
If you are using the cloud version,
use this URL:
https://cloud.board.support/script/include/api.php?email-notifications=true&cloud=API-TOKEN
and replace API-TOKEN with your API
token.
Our support doesn't include assistance with this feature, as it is for advanced
users and related to your server. For help with this, feel free to hire us.
Problems?
Emails may not be delivered several reasons; below are the most common ones:
Reason
Description
Solution
Hosting problems
The email server of your web hosting provider is not able to send emails or
the emails are sent but they are automatically detected as spam and deleted
by the email clients.
If the settings at Settings > Notifications > SMTP are not set, your
server will send the emails instead. Contact your web hosting provider
regarding email support or use your SMTP server by activating
it in Settings > Notifications > SMTP.
SMTP problems
The email is not sent also if you activated the SMTP option in the
Notifications area.
If you don't receive the emails make sure they are working by sending a test
email from Settings > Notifications > Send a user email notification
or Send an agent email notification. If you don't
receive the test email, your SMTP server, is not working. Open the browser
console for more details about the error. Because this is not an issue
related to Agent Bot , the support doesn't cover it, please
contact your server/hosting/SMTP support instead. You can use sendgrid.com,
you can send 40000 emails
for 30 days for free, then 100/day forever for free.
Google Gmail
The email is not sent also if you activated the SMTP option in the
Notifications area and you are trying to the Gmail SMTP server.
If you're using Gmail enter smtp.gmail.com as host and set 465
or 587 as port. You need also to allow access to Gmail to less secure
apps, you can do it from
https://myaccount.google.com/lesssecureapps.
Push notifications
Push notifications are like Desktop notifications but with some key difference. Desktop
notifications, also called Web notifications, are requested directly by the client while
Push notifications come from a server. The main difference is that the Push
notifications work always, also if your device is offline, or Agent Bot is not open.
Also, they are persistent and always visible until closed. Push notifications require an
external service to work. We support Pusher
and OneSignal, they are free to use for up to 2000 users/devices. Pusher does not
support iOS devices. You need to use OneSignal if you have an iOS device.
Cloud version
The cloud version of Agent Bot uses
OneSignal by default, you do not have the option to configure it. For the admin area
everything is already configured and you only have
to check the Settings > Notifications > Push notifications > Active for agents
option, save the changes, and reload the admin area.
Activation - Pusher
Go to Settings > Notifications > Push notifications and select Pusher
as provider.
Go to Settings > Platform create a push notification integration and select
the Web Configuration.
Enter a name and the domain where Agent Bot is installed. Enter only the root
domain URL, excluding the full admin Agent Bot URL. For instance, if the Support
Board URL is https://www.example.com/agentbot/admin.php,
just enter https://www.example.com.
If you are using the WordPress, you have to access the Agent Bot admin area
outside of WordPress, click here for more
details.
Scroll to Advanced Push Settings - Service Worker and enter the following
service worker values.
Path to service worker files: get the value from Settings > Notifications
> Push notifications > Service Worker path.
Main service worker filename: sw.js
Updater service worker filename: sw.js
Service worker registration scope: get the value from Settings >
Notifications > Push notifications > Service Worker path.
Scroll to CLICK BEHAVIOR and as Matching Strategy select Origin:
Take actions on a previous tab open to the same domain.
Click Save.
Go to Settings > Keys & IDs and copy AppID and Rest API Key.
Paste them into Agent Bot > Settings > Notifications > Push notifications >
App ID and API key. Click Save changes.
For iOS users only, access the Agent Bot admin area via Safari, then click the
Share button and select Add to Home Screen.
Reload Agent Bot and you should see the prompt to activate the Push
notifications. If you do not see it click Settings > Notifications > Push
notifications > Subscribe.
Upload this file to your site at the following location:
https://your-site.com/service-worker.js
Go to Settings > Notifications > Push notifications > Service Worker URL and
enter the URL of the file. E.g. https://your-site.com/service-worker.js.
You're done.
Information
Pusher is free to use for up to 1000 concurrent subscribers. While you should be
able to use the free plan for the admin area and all the agents, you may need a paid
plan for Push notifications sent to the users depending on your site traffic.
Push notifications only work for full HTTPS websites. The only exception is
localhost to ease development.
When a user click the notification the last page visited by the user is open and the
chat is open automatically.
On desktop the browser needs to be running since that is the process that receives
the push messages.
When Push notifications are active, they replace desktop notifications.
On Android and mobile devices, desktop notifications may not work, in which case you
need to use Push notifications.
Push notifications can not be received on a desktop PC unless a browser is running.
Push notifications on iOS devices (iPhone) are available only from iOS 16.4. You
need to install Agent Bot as a PWA (details here). You need to use OneSignal. Pusher does not
support iOS devices.
When an agent click the notification the admin area is open and the right
conversation is selected. If the admin area is already open the notification will
not open a new tab.
When a user sends their first message, a Push notification is sent to all validated
agents; subsequent notifications are sent only to the last agent in the
conversation.
If you're using the Artificial Intelligence app, and Settings > Artificial
Intelligence > Human takeover is active, no notifications are sent if the
chatbot knows the answer.
If you're using the WordPress version, Push notifications are not supported in the
WordPress admin area, you need to access the Agent Bot admin area directly, more
details
here.
If the Routing setting is active, only the agent assigned to the conversation
receive the notification, admins see all conversations but don't receive
notifications.
If queue or routing settings are
active, only the agent assigned to the conversation receive the notification.
Notifications are not sent for messages sent by the user
while waiting in queue. Admins see all conversations but don't receive
notifications.
If a user conversation is assigned to a department, only the agents assigned to that department
receive the notification.
If a user conversation is not assigned to any department, only agents with no assigned department
receive the notification.
Notifications are sent only if the last agent in the conversation is offline.
If human takeover is active, no notifications are sent
if the chatbot knows the answer.
If Push notifications are not working, make sure you allowed the notifications, in
Chrome you can check this from Privacy and Security > Site settings >
Notifications. If they don't work on a mobile device, try
these steps too: install the PWA or delete it and install it again, restart the
mobile device.
If you are using Chrome, to enable Push notifications also when the tab is closed
you must enable the Continue running background apps when Google Chrome is
closed option from Chrome > Setting > System
(chrome://settings/system).
If Push notifications are not working, and you are using Windows, ensure that the
notification feature is not being blocked by Windows. To do this, click on the
Start button and search for Notifications.
Then, open the Turn app notifications on or off option and verify that your
browser is not being blocked.
If Push notifications are not working, ensure that the Agent Bot admin area is
not visible and open. If the admin area is open, please minimize it or open another
window or browser tab.
If Push notifications are not working, your system might be blocking them. If you
are using Windows 10+ check this link. If you are on Mac check this link. For all devices also check this link.
Desktop notifications
Desktop notifications
Desktop notifications are not sent if the user is viewing a page with include the
chat (the user browser is open and visible, and the active page contains the chat).
Desktop notifications are not supported on iPhone and iOS devices.
Desktop notifications work only for secure URLs that use HTTPS (not HTTP). Your
Agent Bot admin URL must use HTTPS.
When Push notifications are active, they replace desktop notifications.
Both agents and users can be notified via text message when a new message comes in. Text
message notifications are provided by Twilio. Twilio is a paid service, but it is cheap,
and you can use the trial version to test text message notifications for
free.
Once into the dashboard, click Get a Trial Number, then Choose this
number.
Enter the Agent Bot admin area, go to Settings > Notifications > Text message
notifications, and paste account SID, auth token, trial number (or a
purchased phone number). Find all details in the Twilio dashboard.
If you're using the trial version, you can send notifications only to verified
numbers. Enter the Twilio dashboard and click the left button # (Phone
Numbers), then click Verified Caller IDs and add your
phone number.
To start using the service live and to receive text messages in Agent Bot you
need to purchase a phone number. After the purchase go to Phone numbers > Manage
> Active numbers, click your number, and enter
the URL of Agent Bot, get it from Agent Bot > Settings > Notifications >
Text message notifications > Get configuration URL.
You're done.
Information
Ensure that your agents and admins are assigned a phone number so that agent text
messages can be sent to the appropriate numbers.
All phone numbers must have the country code starting with the symbol + (eg.
+15558675310).
You can get the user's phone number via registration form, follow-up message, or via
[email] shortcode. You can manually enter the user phone from the admin area
or via API.
When a user sends their first message, if the conversation is assigned to a department, a test message is sent
only to the agents assigned to that department, if the conversation
is assigned to a specific agent, a text message is sent only to that agent,
otherwise an text message is sent an email is sent to all agents who are not online
at the moment. Subsequent text messages are sent only to
the last agent in the conversation.
Text message notifications are sent only if the last agent in the conversation is
offline.
If you're using the Artificial Intelligence app, and human
takeover is active, no text messages are sent if the chatbot knows the
answer.
To use the Sender ID feature enter the sender name in the Sender number
field.
Sound notifications
When Settings > Notifications > Sounds are enabled, a sound will play
whenever a new message or conversation is received.
Audio will only play when the user or agent engages with the document by clicking
somewhere in the admin area or on the page displaying the chat widget. This is
because of a security feature of the browsers.
If the sound is set to repeat, it will loop as long as the admin area or the
chat widget page is not open or minimized. If the the admin area or the chat widget
page is open and visible, you will not hear the
sound.
AI
ARTIFICIAL INTELLIGENCE
The settings below are related to the Artificial Intelligence app.
Installation
From Settings > Apps, click Artificial Intelligence and enter your
license key to install and activate the app. More details here. If you have the
cloud version click Active.
Human takeover
The human takeover happens in these cases:
When a human agent replies to a user's message.
When the Settings > Artificial Intelligence > Human takeover option is
active. It is triggered automatically when the chatbot fails to understand a user's
message or it can be requested manually by the user explicitly
asking to contact a human agent.
General information
When the human takeover is activated the chatbot is automatically disabled for as
long as the last human agent that replied to the conversation is online. If no
agents have responded to the conversation yet, the chatbot will remain active. After
that,
the chatbot is activated again but no default fallback messages will be sent within
10 days of human takeover if the chatbot doesn't know the answer to the user's
question in the same conversation. You can force a Dialogflow
message to be always sent by adding to the Intent the custom Payload value
"force-message": true.
The chatbot is fully activated again if the conversation is archived or deleted.
If you're using Slack, no messages will be sent if the chatbot knows the answer.
Once the human takeover is active all conversation's messages are sent to Slack.
When a human agent reply to a user the human takeover is activated automatically.
The human takeover feature is compatible with OpenAI and will continue to function
even if the Dialogflow chatbot is deactivated.
To fully disable the chatbot on human takeover, check the option Human takeover >
Disable chatbot.
If the human takeover is already active, it will not be activated again, and the
human takeover message will not be sent. The Fallback message will be sent
instead.
Human takeover option
When the option Human takeover is active the following happens:
If enabled, the request is sent only if the message sent by the user is longer than
3 chars and contains at least two words. This optimization prevents mistaken
requests.
The conversations to which the chatbot was able to answer correctly, are marked as
read and moved at the bottom of the Inbox list.
When the user confirms the human takeover, or if it is automatic, the following happens:
The conversation is marked as unread and moved on top of the Inbox.
Any future user messages in the same conversation sent within 10 days of the human
takeover will trigger agent notifications.
If agents email notifications are active, an email notification is sent to the agent
assigned to the conversation, or, if the user's conversation is assigned to a department,
to the agents assigned to that department, otherwise it is sent to all offline
agents.
If Push notifications are active, a push notification is sent to the agent assigned
to the conversation, or, if the user's conversation is assigned to a department, to the
agents assigned to that department, otherwise it is sent to all offline agents.
If text message notifications are active, a text message is sent to the agent
assigned to the conversation, or, if the user's conversation is assigned to a department, to
the agents assigned to that department, otherwise it is sent to all offline agents.
No human takeover requests within 10 days of the human takeover will be sent in the
same conversation.
If queue settings are active, the
queue or routing is activated.
Manual human takeover - Dialogflow Only
You can manually trigger the human takeover by creating a new Dialogflow
Intent with the following Custom Payload response:
{ "human-takeover": true }.
The manual takeover automatically notify agents via email and leave the conversation
marked as unread.
To manually send a human take over request use the chips rich message with ID
sb-human-takeover. Ex. [chips id="sb-human-takeover" options="Human
support,Cancel" message=""].
Manual human takeover - OpenAI Only
The human takeover can be requested manually by the user explicitly asking to
contact a human agent. This setting is active by default. This setting is compatible
only with the following OpenAI models: gpt-4o-mini,
gpt-4o, gpt-4-turbo, gpt-4.
OpenAI Assistant
To enable human takeover on an OpenAI Assistant add the following function in the
OpenAI functions area:
{
"name": "sb-human-takeover",
"description": "I want to contact a human support agent or team member. I want human support.",
"parameters": {
"type": "object",
"properties": {},
"required": []
}
}
WhatsApp, Messenger, Telegram, and other messaging apps
The make the human takeover request work on WhatsApp, Messenger, Telegram and the other
messaging apps, you need to create a new Intent with human-takeover as
input Context, nothing as output Context,
a list of the user's most common confirmation messages as Training phrases(e.g.
ok, yes) and { "human-takeover": true } as Custom Payload response
.
Smart reply
Smart Reply suggests quick responses in real-time during a conversation. Once active,
you will see the suggested replies in the conversation area, if any.
Information
The Smart Reply feature initially checks for suggestions from the Dialogflow
chatbot, provided it is active. If there is at least one suggestion, it will
promptly display the results. However, if Dialogflow is inactive, or there are
Dialogflow suggestions,
the OpenAI suggestions will be returned instead.
If the language detection
feature is active, the smart replies will use language detection as well.
If the multilingual via
translation feature is enabled, the smart replies will utilize multilingual
translation as well.
To read the complete text of a smart reply, hover the mouse pointer over it for a
duration of 3 seconds.
To restore the previous message, press the keyboard shortcuts CTRL + Z.
Optimal configuration for the chatbot
Agent Bot provides powerful tools to assist you in the process of creating the
chatbot.
Activate Artificial Intelligence > Google > Dialogflow chatbot. If you have
general or specific inquiries that require a definitive response, or if you want to
use rich messages like buttons, the
Dialogflow chatbot is the best option and it can work alongside the OpenAI chatbot.
The Dialogflow and OpenAI chatbots can work together simultaneously. More details here.
Activate Artificial Intelligence > Smart Reply. More details here.
Activate the following OpenAI settings: Chatbot, Spelling
Correction, Dialogflow spelling correction, Rewrite Message
Button. More details here.
Train your OpenAI chatbot with your own content, more details here.
Set the value of Google > Dialogflow Intent detection confidence to
0.81.
If your website receives traffic from multiple countries, consider activating the
following Google options:
multilingual via translation, automatic translation, language
detection.
Change the chatbot name from Settings > Users > Bot name.
Chatbot training window
You can open the chatbot training window from the conversation area by hovering the
mouse over a message, opening the message's menu, and selecting Train chatbot.
If Dialogflow is active, a new Intent will be added to the main Dialogflow agent.
If OpenAI is active, the OpenAI chatbot will be trained automatically with the new
information. You can control the questions and answers generated from this window
from Chatbot > Training > Questions and answers.
The Services to update option let you choose what chatbots to update. When
updating a Dialogflow Intent, a new OpenAI question and answer will be generated.
The training window is not compatible with OpenAI assistants.
Problems?
The most frequent reasons for OpenAI or Google not functioning properly are listed
below. For more details about the issue, open the browser developer tools and
then the console tab, send a message through
the Agent Bot chat, and an error should appear in the console. On Chrome you can
open the console from Settings > More tools > Developer tools > Console.
You can hire us to make the synchronization for you, details at the hire us page.
OpenAI
Click the Settings > Artificial Intelligence > OpenAI > Troubleshoot problems
button and check for any error. If there is an error, it will be related to your
OpenAI account, follow the error message instructions
to fix the issue.
Make sure to check the option Settings > Artificial Intelligence > OpenAI >
Chatbot.
If Dialogflow is enabled, OpenAI may not work correctly because your Dialogflow
agent does not have the Fallback Intent. Please verify its presence on the Intents
page, and if it's missing, you can create it again by following the instructions
here. To quickly check if this is the issue,
you can disable Dialogflow and send a message consisting of 2-3 words. Then, check
if the browser console has errors.
If the training is not working as intended, for instance, if the chatbot is not
responding to questions relevant to the training sources, and no training errors are
being shown, there may be file permission issues. To address this, please ensure
that
the uploads folder includes the
embeddings folder. It must exists and contains files. This issue only affects
the PHP or WordPress versions,
if your are using the cloud version
ignore this point.
If the training is not working as intended, for instance, if the chatbot is not
responding to questions relevant to the training sources, try to delete all training
sources from Chatbot > Training > Informaion > Delete all training data and
train the chatbot again.
If your training sources are from a website, and the website is multilingual, make
sure the lang attribute of the <html> tag contains the correct
language.
Delete all of your OpenAI settings, leave only the OpenAI key and try again.
If you are using the cloud version,
you can use our OpenAI key by setting Settings > Artificial Intelligence > OpenAI
> Sync mode to Automatic. If this resolves
your problems, it means that the issue originates from your OpenAI account. You need
to purchase credits to use this
option.
Google
Click the Settings > Artificial Intelligence > Google > Troubleshoot problems
button and check for any error. If there is an error, it will be related to your
Google account, follow the error message instructions
to fix the issue.
Make sure to check the option Settings > Artificial Intelligence > Google >
Dialogflow chatbot.
If your synchronization was not successful we suggest reviewing our documentation
and repeating the synchronization steps to correct any errors. If needed, we provide
integration services. Details at the hire
us page.
The OpenAI (ChatGPT) integration gives your chatbot the ability to answer general
questions about almost anything you can imagine. To start using it, follow the steps
below.
If Dialogflow is active, the OpenAI query is performed only if the chatbot does not
know the answer to the user's question and if the length of the user's message is
greater than 4 characters.
The following settings are compatible with OpenAI:
Smart reply, Human takeover, Disable for the tickets area,
Disable during office hours, Bot response delay, Reply to user
emails, Reply to user text messages.
The following Google settings are compatible with OpenAI:
Multilingual, Multilingual via translation, Automatic
translation, Language detection
If a human takes control, the OpenAI chatbot is deactivated, and is remains
deactivated also if the agent goes offline. The Dialogflow chatbot continues to
function whenever necessary.
The default model is gpt-3.5-turbo.
OpenAI supports the use of voice messages through speech recognition.
Settings
See information about most OpenAI settings here.
Chatbot mode
This feature is related to the Settings > Artificial Intelligence > OpenAI > Chatbot
mode option. It allows you to configure the information OpenAI will use to
respond to user messages.
Only general questions OpenAI will respond only to general questions and
questions related to previous user messages in the same conversation, without using
any information you provide. This is the default setting.
Only questions related to your sources OpenAI will only respond to questions
related to the information you provide. The user messages will be ignored. You have
to first train the chatbot with
your sources.
All questions OpenAI will only to questions related to the information you
provide, to general questions, and to questions related to previous user messages in
the same conversation. You have to first train the chatbot with your sources. This is the
recommended mode.
If you are using the cloud version you have to set Settings > Artificial
Intelligence > OpenAI > Sync mode to Manual and use your own API key.
You can use multiple assistants by adding their IDs in Settings > Artificial
Intelligence > OpenAI Assistants - Department linking and selecting
Assistant in Settings > Artificial Intelligence > OpenAI > Chatbot
mode.
To activate an assistant, both the assistant and the conversations must be assigned
to a department.
The assistant is used only for the chatbot, and smart replies, not for the message
rewriting and other features.
Chatbot
The OpenAI chatbot feature functions similarly to Dialogflow, providing automated
responses to user messages. Select the Chatbot mode setting to specify the
questions that the chatbot is capable of responding to.
Utilize the human takeover feature to
enable the chatbot to redirect the chat to a human agent as necessary.
Fallback message
The fallback message is sent when OpenAI is unable to understand the user question. If
the Dialogflow chatbot is enabled, the fallback message will be turned off and the
Dialogflow chatbot's fallback message will be utilized instead.
Prompt
The prompt instructs OpenAI on how to respond by providing relevant information that can
be utilized to answer user inquiries. To comprehend the process, refer to the example
prompts listed below.
If you choose to activate the human takeover feature, you
need to tell OpenAI to respond with I don't know if it is unable to provide an
answer to the user's question. You should always
include the following text in the prompt: Respond "I don't know", if not sure about
the answer.
Prompt - Message rewriting
This prompt instructs OpenAI on how to rewrite a message when the Message rewrite
button is active. This prompt should be in English. Agent Bot automatically
add the following text when required: and use the user langauge, add greetings.
Replies from the training sources can be utilized with the prompt feature as they are
compatible.
Spelling correction
This feature automatically fix any spelling mistakes in the agent's message.
Smart reply
This feature allow to enable the Smart
Reply feature also if the chatbot is not active. If the chatbot is active the Smart Reply feature will use OpenAI
automatically.
Dialogflow spelling correction
In the case where Dialogflow is unable to find the appropriate response to the user's
message, this function verifies if there are any spelling errors. If any such errors
exist, Dialogflow is prompted again with the correctly spelled version of the message
for an accurate response. Although it has a higher priority, this feature can still work
together with the Google search spelling
correction
feature.
Message rewrite button
This feature adds a button to the text field of the conversation area, click on it to
rewrite your message and make it more friendly and professional. Greetings will be added
automatically if there is no previous agent messages. If your language is not
English, you have to edit your agent/admin profile and set the correct language.
Speech recognition
When this option is active, audio messages will be converted to written text.
You do not need to activate this feature for the chatbot to understand audio
messages. The speech recognition feature of the chatbot is always enabled.
For this feature to work better, the user language should be know. To automatically
detect the user's language, you can enable the language detection feature.
The text will be displayed alongside the audio player.
The generated text is compatible with the translation features.
Source links
When this option is active, the response will automatically include the links to the
sources and training data used for generating the answer. To include articles as sources
you have first to set the articles page in Settings > Articles > Articles page
URL.
Note data scraping
When this option is active, you will see a menu in the notes panel. The menu enables the automatic extraction of
specific information from the user's messages.
OpenAI parameters
Agent Bot allows you to adjust various OpenAI parameters such as temperature and
logit_bias, for more details visit https://platform.openai.com/docs/api-reference/completions/create.
Don't set any values if you don't know what these parameters do or OpenAI may stop
working.
Logit bias
The Logit bias parameter must be JSON string and the keys must be strings, for
example: {"2435":-100, "640":-100}.
Generate user questions
When this option is active, OpenAI will generate new user questions in real time when
you open the chatbot training
window.
Use conversations for training
Automatically use conversations to train the chatbot at regular intervals. You will find
the training data in Chatbot > Training > Conversations. The training is done via
cron job every 24 hours. Only user and agent
messages are used, chatbot messages are ignored.
Make a backup of your Dialogflow agent first.
This task can take several minutes or even hours if your chatbot has a lot of
Intents. Since the operation takes a long time, your server may interrupt the
operation (operation timeout) before it finishes, in which case you need to click
the button again.
You can verify if the operation is interrupted by checking the browser console for
errors.
This task is performed only once per Intent. Previously processed Intents will be
ignored.
This task checks existing user expressions and does not create duplicates.
The first 5 user expressions will be used to generate new user expressions.
Since this is an automated process, we strongly recommend reviewing your Intents
after the task has been completed.
Training
With this feature, your chatbot can undergo training using your website, texts, PDF
documents and more. Once the training is successfully completed, the chatbot will be
able to answer questions related to your contents.
Training using files
This training process enables you to train the chatbot using PDF and TEXT files.
To access this feature, navigate to Chatbot > Training > Files.
Select your files, click the Train chatbot button and await completion of the
training process.
It is only possible to upload files in PDF and TXT formats.
As soon as the training is completed, the uploaded files are removed.
Training using a website
This training process enables you to train the chatbot using websites.
To access this feature, navigate to Chatbot > Training > Website.
Enter the website URLs, click the Train chatbot button and await completion
of the training process.
If you retrain the same website, you must first delete the previous website's
training data; otherwise, only new URLs will be trained.
You can provide the website URL and all child URLs will be included and crawled, but
with large websites, it is more efficient and less prone to errors and infinite link
loops to utilize an XML sitemap instead of relying on the website URL. You can
create
it with a service like https://www.xml-sitemaps.com.
If you want to train your chatbot using specific pages from your website instead of
all of them, you can make use of an XML sitemap. Create one using a tool like https://www.xml-sitemaps.com, and then remove the pages you
do not wish to include by editing the file in a text editor. To use the XML sitemap,
you need to upload it either onto your server or an
external online location. Afterward, add the URL of the sitemap in Chatbot >
Training > Website. If your sitemap contains more than 1000 URLs, it's
advisable to split it into multiple files and train the chatbot
with one file at a time to prevent server crashes.
You can upload large files and your XML sitemap with a service like https://tmpfiles.org.
Training via questions and answers
This training process enables you to train the chatbot by adding questions and answers
individually.
To access this feature, navigate to Chatbot > Training > Q&A.
This training process enables you to train the chatbot using the conversations from the
users and agents.
To enable this feature, check the Settings > Artificial Intelligence > OpenAI >
Use conversations for training option.
The training data will begin to be generated in the coming days and will be
available in the Chatbot > Training > Conversations area.
While this method is powerful and automated, it can produce low-quality training
data if the responses from your human agents or the user messages are unhelpful or
incorrect. We strongly recommend reviewing the training data regularly. For most
chatbots,
we recommend avoiding this method.
Training using the chatbot training window
Once you have finished training your chatbot, you may want to continue enhancing it.
This feature allows you to select conversation messages and use them to add new
questions and answers or improve existing ones.
To add new training sources, simply train the chatbot again. The previous training
sources will not be lost, and only the new sources will be added.
If you are using the cloud version,
there are character limits for training the chatbot. However, if you are using the
PHP or WP version, there are no limits imposed. You
can view the character limits here.
The embedding model is essential for training your chatbot and handling all
user messages. We currently use the text-embedding-3-small model. It is
necessary for these scenarios and cannot be disabled
or changed. You can find pricing information at https://openai.com/pricing. Check out the
pricing for the text-embedding-3-small model in
the Embedding models section.
Go to Chatbot > Training > Information, and click the Delete all training
data button to remove all previous training data for the chatbot.
The embeddings are stored as JSON files in the Agent Bot uploads folder and are secured using the
password-by-filename approach.
Run the training via cron job
If you're using the cloud version, just
enable the Settings > Artificial Intelligence > OpenAI > Training via cron job
option and the cron job will be activated. You
can disregard the instructions below.
To automatically train the chatbot with your website content at regular intervals,
create a cron job that runs the URL
[AGENT-BOT-URL]/include/api.php?open-ai-training=true, or use the command
*/59 * * * * wget [AGENT-BOT-URL]/include/api.php?open-ai-training=true to
run it via a command. Replace [AGENT-BOT-URL] with your Agent Bot URL,
get it from Settings > Miscellaneous > Agent Bot URL. If you are using the cloud version,
use this URL:
For the cloud version, the cron job can be executed at most once every 7 days.
We strongly recommand providing an XML sitemap instead of the website URL for
performance reasons.
Automatic training is limited to websites; files, Q&A, and articles are excluded.
Re-training will delete the previous website training data.
Multilingual training
If your user base is multilingual, you can train the chatbot with content in multiple
languages and limit the chatbot to retrieve answers only from the sources in the user's
language. To activate this feature, check the Settings > Artificial Intelligence >
OpenAI > Multilingual Training Sources option.
Files Files currently support only one language.
Websites The language of the website is detected automatically. For Support
Board to comprehend the language of your web pages, the <html> must
contain the attribute lang.
Q&A Q&A currently support only one language.
Articles All article languages are used automatically.
Conversations If automatic
translation is active, only messages in the agent's language will be used.
Q&A
The information below is related to the Question and Answers section of the chatbot
training area. Add questions and answers to the chatbot to improve its performance. The
chatbot will use this information to respond to user inquiries.
Question
Enter the user messages that will trigger the answer. Add as many question variations as
necessary. For example the questions to the answer I'm a chatbot! could be Who
are you?, What are you?, Are you a bot?.
Answer
Enter the text that will be used to answer the user question.
Function calling
Function calling allows you to connect the chatbot to external tools and systems. The
chatbot will query your server and return the information from your server to the user.
More details here. Our support doesn't include assistance with
this feature, as it is for advanced users and requires custom code on your server. For
help with this, feel free to hire us.
Parameters
URL: Enter the URL of the API endpoint that will supply the necessary values
for the function.
Headers: Enter key-value header parameters, separated by commas. E.g.
apikey:123345, json:true.
Properties: Enter values that the user must provide to the chatbot. For
example a city, a tracking number, etc. The chatbot will ask the user for these
values. If you already know all the possible values, you
can enter them in the Allowed values field.
Response from your server
Your server must returns a JSON array with the values required by the chatbot. E.g.
["order_status" => "Delivered 2 hours and 25 minutes ago"].
Set data and actions
Set the specified user values when the question is asked. You will see such values in
the user details panel. You can use the following merge fields to assign values
extracted from the user messages. Include these fields in the answer and they will be
replaced with the actual values: {language}. You can also use this feature to
perform actions like assigning departments,
agents, and
tags to the conversation.
Flows
The information below is related to the chatbot flows area. Flows allows you to esely
create conversation flows powered by the chatbot. Use them to guide the user toward a
specific goal with a series of pre-defined messages.
Flow blocks
Start: Use the start block to set when the flows should start. It can be
everytime the user start a new conversation, when it sends a specific message, or on
page load. If you set conditions, the flow
will only start when all conditions are met.
Send message: Send a message to the user.
Send button list: Send a list of buttons to the user.
Send video: Send a video to the user.
Get user details: Get the user details and store them in Agent Bot. You
will see such values in the user details panel. You can leave the description
field empty for default details, but it's required
if using custom user fields.
Set data: Set the specified user values when the block is executed. You will
see such values in the user details panel.
Actions: Execute the specified actions when the block is executed.
Conditions: Use it to create different branches in the flow. If the
conditions are met, the flow will follow the branch set as true, otherwise
the one set as false.
Rest API: Use it to send data to your server. The body must be a JSON array
and the Agent Bot user details are automatically included in it under the
sb key. Use the save response section to
save specified user details with values from your server response. Use the JSON dot
notation. Our support doesn't include assistance with this feature, as it is for
advanced users and requires custom code on your server.
For help with this, feel free to hire us.
GOOGLE
Google
The settings below are related to the Artificial Intelligence app.
Synchronization
To start using the Google AI services and Dialogflow follow the steps below.
Automatic sync mode
This feature is available only on the cloud
version of Agent Bot.
Click Synchronize now and complete the procedure.
If you want to activate the Dialogflow chatbot, check Settings > Artificial
Intelligence > Google > Dialogflow chatbot. Also, you have to enter your
chatbot Project ID or Agent Name, to get it follow the steps below.
Select or create a project by clicking the Select a project button on
top-left. Name the
project
as you want.
Activate the Dialogflow API by entering Dialogflow API on the top search bar.
Click Dialogflow API and then click Enable.
Select the project and the go to Left menu > APIs and services > OAuth consent
screen. Select External and click Create. In App name enter what you want, in
User support email and Developer contact information enter your email.
Click Save and continue.
In the scopes area, click Add or remove scopes, scroll bottom and into the
Manually add scopes area enter
https://www.googleapis.com/auth/dialogflow,https://www.googleapis.com/auth/cloud-language,https://www.googleapis.com/auth/cloud-translation.
Click Add to table and then Update and Save and continue.
In the test users area, click Add users and add your Google email, use the
same email as the currently logged in account. Click Save and continue.
Go to Left menu > APIs and services > Credentials and click Create
credentials, select OAuth client ID. As Application type select Web
application. Enter any name you want. In Authorised redirect URI
enter the redirect URL, get it from Agent Bot > Settings > Artificial
Intelligence > Google > Authorised redirect URI.
Click Create.
Copy Client ID and Client Secret and paste them into Agent Bot
> Settings > Artificial Intelligence > Dialogflow. Save the settings.
In Settings > APIs & Services > OAuth Consent Screen click PUBLISH
APP. There is no need to complete the review process, leave it in the
pending review state.
Click Agent Bot > Settings > Artificial Intelligence > Google >
Synchronize. Login with the same Google account you have used till now. On
the next screen click Continue. On the next screen select all scopes and
click Continue.
Copy the Refresh token and paste it into Agent Bot > Settings >
Artificial Intelligence > Google > Refresh token.
You are done! If you want to activate the Dialogflow chatbot, check Settings >
Artificial Intelligence > Google > Dialogflow chatbot. Also, you have to
enter your chatbot Project ID or Agent Name, to get it follow
the steps below. Note that
the app does not need to be approved by Google.
If you are a Google Workspace user, go to https://admin.google.com/ and click Google
Cloud Session control. Set Re-authentication policy to Never
require re-authentication.
Dialogflow
The information provided below is relevant to Dialogflow.
Warning! We will stop supporting Dialogflow by the end of 2025.
All its features will be available in Agent Bot through OpenAI.
Please use OpenAI instead of Dialogflow.
Get Project ID
Log in to the Dialogflow ES console by going to dialogflow.cloud.google.com. You
must sign in with the same Google account used during
the synchronization.
Click the gear icon at the top left, near the chatbot name, and open the
settings area. . If you haven't
created a chatbot yet, follow the instructions below to create your first bot.
Copy the Project ID.
Make sure to choose US / GLOBAL on the top left of the Dialogflow dashboard.
Please note that our system does not support mega agents.
.
Select the project of the desidered agent and go to the agents page. You can enter
the agents page by selecting the agent and by clicking the top button Agents >
View all agents.
Click the options menu for the desiderate agent in click Copy name.
Set the location or region of your Dialogflow agent. This setting is optional if your
agent location is set to global.
Welcome Intent
Trigger the Dialogflow Welcome Intent for new visitors. The option Settings >
Messages > Welcome message must be active.
Send the user details
Send the user details of the registration
form and email rich messages to Dialogflow.
Add Intents to saved replies
Include the Dialogflow Intents into the saved replies. To access the saved replies
option, go to Settings > Admin > Saved replies.
Create a basic chatbot
If you haven't created a chatbot yet, follow the instructions below to create your first
one. The creation and management of your Dialogflow chatbot is handled entirely by
Dialogflow. There are a lot of tutorials online that can help you create and configure
your Dialogflow bot.
To create your first chatbot enter the Dialogflow console and create an
agent. As Google project select the same project used
during the synchronization.
Add a new Intent from the left menu and open it.
In the Training phrases area adds the user's question you want the chatbot to
reply to, add as many variants are you can. For example, if you want to the chatbot
to reply to users asking for your business address,
add variants like "what is your address", "address", "where are you".
In the Responses area adds the chatbot answer as a text response. If
you want to add buttons, cards, etc., you can use the rich messages.
You have created your first question and answer! Test if from the right area or from
the Agent Bot chat. Add new Intents to populate your chatbot with the questions
and answers you want. You can include basic pre-built questions and answers by
enabling
the Small Talk feature from the left menu.
Here are some great resources to help you build a more complex chatbot:
The following actions give the chatbot the ability to interact with the website
autonomously on behalf of the user. To use an action go to Dialogflow, edit an
Intent, and add a new Custom Payload response
with the following syntax:
{ "ACTION-NAME": ACTION-VALUE }.
Redirect the user to the given URL. Add the value "new-window": true
to open the URL in a new window.
{ "open-article": ID }
Open the article with the given ID.
{ "transcript": true }
Generate the conversation transcript as a text file and download it. Set it
to email to send the transcript to the user's email, add the value
message: "Your message" to include a message in the
email.
Send an email to the active user or agents. Attachments syntax: [["name",
"link"], ["name", "link"],...]}. Recipient value can be
active_user or agents.
{ "update-user": true }
Tells the admin area to update the user of the active conversation. Use this
action in combination with other actions to update the user details of the
admin area in real-time.
{ "archive-chat": true }
Archive the chat and send the close message if active.
Update the details of the active user. You can update all details, including
first_name, last_name, email, user_type,
password You can update the user extra details, like the
phone number, by entering the values into the extra key, the values
must use the following syntax: "slug": [value, "label"]. Download an
example here.
To upload an Intent go to the Intents area and click the 3-dots menu
icon on the top-right, then click Upload Intent. Start the
conversation by sending the message "start".
{ "update-user-language": "$language" }
Update the user language, and the chatbot language if multilingual chatbots
feature is active, to match the language requested by the user. The
Dialogflow Entity value for the language is represented by the parameter
$language.
Dialogflow fulfillment
The fulfillment data sent to your webhook URL is like below:
The payload and session fields contain the Agent Bot user ID and
conversation ID.
Dialogflow Information
OpenAI
If OpenAI is enabled, Dialogflow takes priority over it. The OpenAI API will only be
used if Dialogflow cannot answer the user's question.
Chatbot training and optimization
It will require some time for your chatbot to consistently provide correct answers
to all questions. To improve its performance, you and your human agents should
continuously train the chatbot by incorporating new question variations and Intents.
This
approach will effectively enhance the capabilities of your chatbot.
Agents can add new Intents and chatbot responses, and add new training phrases to
existing intents on the fly from the admin area by moving the mouse cursor over a
message and clicking the Dialogflow Intent icon. Enable Settings > Artificial
Intelligence > OpenAI > Generate user questions to automatically add
variations of the question and to rewrite the answer. New Intents will contain also
the responses, while the update of existing intents will add new training phrases
only, but not new chatbot responses.
If you're using Dialogflow CX, the chatbot responses will be added to the latest
flow used in the conversation if any, otherwise to the start flow.
If the chatbot is replying with the wrong intents, go to Dialogflow Console >
chatbot Settings > ML Settings, and set the ML CLASSIFICATION
THRESHOLD to a larger number, such as 0.6. Also check the
Intent detection confidence.
Dialogflow Intent detection confidence
When searching for a matching intent, Dialogflow scores potential matches with an intent
detection confidence, also known as the confidence score. These values range from 0.0
(completely uncertain) to 1.0 (completely certain). Specify a value ranging
from 0.1 to 1.0. Any answer provided by Dialogflow that is less than this
value will not be considered. If you are utilizing Dialogflow alongside your OpenAI
chatbot that is
trained using your resources, it is recommended to configure the value as 0.81.
Knowledge Base
Knowledge Base are automatically enabled. Knowledge Base is a feature that gives your
chatbot the ability to search within documents (such as a PDF) or web pages to find an
answer. To create your first Knowledge Base, go to
cloud.google.com/dialogflow/docs/knowledge-connectors
Dialogflow response
The full Dialogflow JSON response is automatically saved in the database,
sb_messages, column payload.
Ignore an Intent if it doesn't fit the provided keywords
Sometimes Dialogflow gives incorrect answers due to similar questions with different
subjects. To solve this, you can instruct Agent Bot to ignore an Intent if specific
keywords are not present in the user's message. Here's how you can do it:
Enter Dialogflow and edit the Intent.
For each training phrase, select the keywords you want to be required and link them
to a new Entity, or an existing one.
Under Actions and parameters check Required and add a new
Prompt with value skip-intent
Save the Intent.
User attachments
User attachments are sent to Dialogflow by appending the attachment URLs to the message.
Chatbot attachments
To allow the chatbot to send attachments, add a Custom Payload response and
insert this JSON code:
Replace "name" with the actual name of the attachment to display and replace
"YOUR-LINK" with the actual URL of the file. Images attachments are displayed automatically
as images.
Rich messages
To allow Dialogflow to send rich
messages, simply enter the rich message shortcode into the TEXT RESPONSE
field or add a new Custom Payload response and insert
this JSON code: { "rich-message": "shortcode" }. Replace "shortcode" with the
rich message shortcode, to have a valid JSON code you need to replace all " chars
with \". To obtain the shortcodes or to
learn how to create a rich message, please click here.
Rich message response
When the user interacts with rich
messages via the Agent Bot chat (e.g. by clicking a button), the rich
message response is sent to Dialogflow in the following format:
ID|response, or ID if the rich message type is registration, email, follow
up, in this case the rich message values are sent as array in the
queryParams['payload'] key.
ID is the rich message ID, which can be set by adding the attribute id="YOUR-ID"
to the shortcode. If no ID has been set, a random ID will be used instead.
response is the input or selection of the user. To block Dialogflow from replying
to a rich message add a new intent with ID as the only user expression and no
response.
If the user is interacting with the chatbot via a messaging app (e.g. WhatsApp), the
response of the rich message does not contain the rich message ID and Dialogflow
contexts must be used to allow Dialogflow to understand
which Intent to activate for a specific rich message response.
Get rich message response for registration, email, follow up
Check the option Agent Bot > Settings > Artificial Intelligence > Google >
Send user details.
From Left menu > Fulfillment enable Webhooks, you only need to enter
the URL of the file that will receive the Dialogflow webhook data.
Create an Intent with the ID of the rich message, for the registration form, enter registration, for the
follow up form enter sb-follow-up-form, for email
forms enter email.
Enable the Fulfillment for the Intent.
You're done! The file of the webhook URL will receive the Agent Bot rich message
user details.
Sequential survey
To create a sequential survey like the one of the demo you need to enter the Rich
message ID in the Training phrases, check the example below.
Go to Dialogflow and create a new intent. In the Training phrases area enter
the user expression survey example. In the Responses area enter the
code [buttons id="test-survey-1" options="Software,Physical products,Services"
title="What is your type of business?" message="Please choose the type that best
suits your company." success="Your company type is "]
Create a new intent. Enter the user expression test-survey-1 and as response
enter [select id="seq-survey-2" options="Priority post, Express courier,
International courier" title="Shipping methods" message="Choose the preferred
shipping method of your customers" success="Your customers preferred shipping
method is"]
Create a new intent. Enter the user expression test-survey-2 and as response
enter Thank you for completing our survey!.
You're done.
Department linking
Get the department IDs from Settings > Miscellaneous > Departments.
Get the project IDs from the Dialogflow settings area of your agents.
More information
Dialogflow supports the use of voice messages through speech recognition. WhatsApp
audio messages and .ogg audio files are not natively supported. To support WhatsApp
audio messages and .ogg audio files, activate Settings > Artificial Intelligence
> OpenAI > Speech recognition.
You can activate the chatbot via API but sending a message with no text and payload
{ "event": "activate-bot" }.
The following details are sent to Dialogflow in the queryParams parameter
when detecting an intent: conversation_id, user_id.
To trigger the welcome event in Dialogflow CX, create a Event Handler and
insert Welcome as Custom Event.
Agent Bot articles are synchronized automatically with the Dialogflow knowledge
base.
Use the JS variable SB_DIALOGFLOW_AGENT = "AGENT ID" to change the default
Dialogflow agent, replace "AGENT ID" with the project ID.
If the user sends the same message again, triggering the same Intent in Dialogflow,
and OpenAI is active, Agent Bot will attempt to send a message from OpenAI and
will ignore the response from Dialogflow.
You can access the user_id and conversation_id of the current user and
conversation in Dialogflow CX using the $session.params.user_id and
$session.params.conversation_id codes, which are
located in the Condition area of the route.
Multilingual chatbot
The feature Artificial Intelligence > Google > Multilingual checks if there is a
Dialogflow agent in the user's language and activate it.
For this feature to work the user language must be know. The user language is based
on the language user detail of the user if set, otherwise on the user browser
language. The language can also be detected with the
language detection feature.
Make sure to activate this setting even if your OpenAI sources consist of multiple
languages.
Automatic translation
The automatic translation feature automatically translates user messages into agent
language and agent messages into user language. To enable it check the option
Settings > Artificial Intelligence > Automatic translation.
If you are using the cloud version and
Artificial Intelligence > Google > Sync mode is set to Automatic, the
multilingual features will work automatically. Otherwise
you have to complete the synchronization
and the setup below. The multilingual via translation and language detection features also require these steps.
On the top search bar type cloud translation, select the Cloud Translation
API service and enable it. Please note that this is a paid service with a
free tier, additional charges may occur.
Enable the billing by clicking Left menu > Billing and by enabling a billing
account with a valid payment method.
Information
The user messages in the admin area are translated automatically in real-time to
match the agent language.
The agent messages are translated automatically in real-time to match the user
language.
Agents can view the original message by opening the message menu and by clicking
View original message.
The agent language is based on the language user detail of the agent if set,
otherwise on the browser language, or admin area language.
The user language is based on the language user detail, if set, otherwise on
chat language, if set, otherwise on the browser language. The language can also be
detected with the language
detection feature.
The notifications are also translated.
To avoid translating a string, enclose it with the characters ` or
```.
Multilingual via translation
The feature at Settings > Artificial Intelligence > Multilingual via translation
automatically translates user messages into the default language of Dialogflow or
OpenAI, and translates Dialogflow or OpenAI messages
into the language spoken by the user. Additionally, this feature translates all text
displayed within the chat, such as the chatbot's rich messages, articles, registration
forms, and pop-up notifications. To enhance performance and minimize translation costs,
the translations are automatically integrated into the translation files. Combine this
feature with the language detection
feature for optimal results.
The original texts must be in English.
Language detection
Detect the language of the user' messages and change the user language and Dialogflow
agent language accordingly, if available, otherwise, show a fallback message. You can
use the following merge fields in the message: {language_name}.
The user message must be at least 2 words long.
Language detection is executed only for the first 2 user messages of a conversation.
As long as the OpenAI chatbot is operational and programmed to respond to generic
inquiries, the fallback message will never be dispatched, since OpenAI will
consistently provide answers to any use message.
Google search
The Google search feature at Settings > Artificial Intelligence > Google search
gives your chatbot the ability to search for answers on Google. This feature is helpful
for providing answers to questions that require
real-time information.
Create a search and setup it is as you want. We recommend to add only your website
and Wikipedia if you want your chatbot to reply to general questions, leave disabled
the option Search the entire web. Use the
Entities option to exclude invalid results.
Go to Edit search engine > Setup > Basic and copy the Search engine ID
value, paste it in Agent Bot.
In the case where Dialogflow is unable to find the appropriate response to the user's
message, this function verifies if there are any spelling errors. If any such errors
exist, Dialogflow is prompted again with the correctly spelled version of the message
for an accurate response. Although it has a lower priority, this feature can still work
together with the OpenAI Dialogflow spelling correction feature.
Entities
The Entities setting analyze the user's message and recognize and extract
entities like cities, events, dates, and more. Use it to exclude invalid results
returned by Google search. To enable this setting follow
the steps below.
Enter Cloud Natural Language API in the search bar at the top, select
Cloud Natural Language API and enable the API .
Enable the billing by clicking Left menu > Billing and by enabling a billing
account with a valid payment method. Enable billing for the project of your
Dialogflow agent.
Information
The Google search is performed only if the chatbot does not know the answer to the
user's question and if the length of the user's message is greater than 4
characters.
If the Google search returns a result, the Dialogflow context google-search
is automatically activated. The context contains the attribute link which is
the website's link of the Google search result.
Use the context to create a new intent that provides the link, if the user sends a
message like tell me more or I want to know more.
Google search is not required to activate the spelling correction. You can disable
Google search and activate only spelling correction.
Google search is compatible with the OpenAI chatbot.
TICKETS
Tickets
The settings below are related to the Tickets app. The Tickets app allows users to
create conversations and send messages via a UI different from the chat.
Installation
From Settings > Apps, click Tickets and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Display the tickets area
PHP VERSION
To display the tickets area include the following script into your page.
<script src="agentbot/js/min/jquery.min.js"></script> <!-- Not required if jQuery is already loaded -->
<script id="sbinit" src="agentbot/js/main.js?mode=tickets"></script>
You can not include both chat and tickets area on the same page. Make sure to remove
the script that loads the chat. You can show the tickets area also by inserting the
code <script>SB_TICKETS = true;</script> into any page showing the
chat.
To set the position of the tickets area Enter the code <div
id="sb-tickets"></div>. The tickets area will be displayed inside this
div element. By default, the tickets area is appended to the body.
WORDPRESS VERSION
To display the tickets use the shortcode
[sb-tickets]. Insert it in any page, post, or post type item.
CLOUD VERSION
To display the tickets area include the chat embed code into your page and add the
attribute &mode=tickets to the script URL, e.g. <script id="chat-init"
src="https://cloud.board.support/account/js/init.js?id=65895623&mode=tickets"></script>.
You can show the tickets area also by inserting the code <script>SB_TICKETS =
true;</script> into any page showing the chat.
Information
If the tickets area is not visible, make sure to uncheck the option Tickets >
Manual initialization. Additionally, you can explore other potential reasons
for this issue here.
You can also use the tickets area to display an inline or full-width chat panel.
Tickets are the same of chat conversations on the admin-side, the only difference
from chat conversations is the front-end UI.
Most of the settings of the chat are compatible with the Tickets App but not all of
them. The dashboard settings, the pop-up message, and more are not compatible.
Dedicated APIs for the Tickets App are available in the API section.
To remove the mandatory 'New ticket' form for new users, activate the welcome
message of
Settings > Messages > Welcome message. The welcome message delay is ignored in
the tickets area, the message is sent immediately..
To manually disable the mandatory registration only on a single page use the
JavaScript code var SB_REGISTRATION_REQUIRED = true. Set it to true to
force the registration instead.
WHATSAPP
WhatsApp
The settings below are related to the WhatsApp app.
Installation
From Settings > Apps, click WhatsApp and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
WhatsApp Cloud API Setup - Automatic sync mode
This feature is available only on the cloud
version of Agent Bot.
Click Synchronize now and complete the procedure.
To add new numbers, visit https://business.facebook.com/wa/manage/phone-numbers/. If
you add new numbers after the
sync process, you will need to sync them again. All numbers will be automatically
synchronized. If you wish to disable specific numbers, you can delete them from
Settings > WhatsApp > Cloud API numbers.
If you sync again with the same phone number and do not receive the verification SMS
or call, you can enter the latest PIN you received and it will work.
If you do not receive the messages sent to your WhatsApp number in Agent Bot, please
check the following:
Create a new app and choose Other as the app type. Then select
Business. Enter a name for the app and select the Business Account used for
WhatsApp.
In Agent Bot > Settings > WhatsApp > Cloud API settings > Secret key
enter a random string then go to https://developers.facebook.com/apps and
select your app. Click Add product and add WhatsApp, then go to
WhatsApp > Configuration and in Webhook URL enter the URL you get from
Agent Bot > Settings > WhatsApp > Cloud API > Configuration URL.
In Verify token enter the secret key you previously entered in Agent Bot.
Click Verify and save, click Webhook fields > Manage, enable the
following Webhook fields: messages.
To verify the integration, simply go to https://developers.facebook.com and select
your app. From there, click on "WhatsApp" in the left menu
and then select "API Setup". Copy the Phone number ID and paste it into
Agent Bot > Settings > WhatsApp > Cloud API numbers > Phone number ID.
Enter the desired phone number in the "To" field, such
as your personal WhatsApp number, and send a test message. Check your WhatsApp
account and send a reply, which should then appear in Agent Bot. To reply to the
test number from Agent Bot, copy the "Temporary
access token" and paste it in Agent Bot > Settings > WhatsApp > Cloud API
numbers > Token.
To activate the WhatsApp integration for all phone numbers and add a live phone
number, refer to the following guidelines.
In Agent Bot > Settings > WhatsApp > Cloud API numbers > Token
enter the permanent access token, follow the instructions below for getting it.
Visit https://business.facebook.com and go to Left menu
> Settings > Business settings, then go to Users > System
Users to view your admin system user, or create a new one. Open the
user and click Add Assets, then select the app used for the WhatsApp
API integration and check Develop App, or Full control.
The system user needs to be an admin. If you do not see the option, click
Business settings.
Click Left menu > Account > Apps. Select your app or add it. Make
sure the system user is there and has full control. If not, click
Add user, select the system user, click Full control,
and click Assign.
Click Left menu > Apps and under Select Assets and choose your
app, enable Develop App, or Full control and save.
From Users > System Users select the user you just creted and click
Generate New Token, click Apps and select the app used for the
WhatsApp API integration, set the Token expiration to Never,
enable the following permissions: whatsapp_business_management,
whatsapp_business_messaging, business_management. Click
Generate Token and save. Paste the token in
Agent Bot > Settings > WhatsApp > Cloud API numbers > Token.
To add additional phone numbers, you can do so by visiting https://developers.facebook.com, selecting your app, and
navigating to Left menu > WhatsApp > API Setup.
To get started, click on Add phone number at the bottom and follow the
instructions provided.
After activating the number, copy the Phone number ID and paste it
into Agent Bot > Settings > WhatsApp > Cloud API numbers > Phone
number ID.
If the number is in pending status, you need to enter your app
dashboard and then from Left menu > WhatsApp > API Setup and click
Generate access token.
Please keep in mind that if you use your current WhatsApp business number in
Agent Bot, it will no longer be usable with your WhatsApp Business app,
and you will need to migrate it following these instructions.
Enter your dashboard and from Left menu > WhatsApp Accounts generate the
API key and copy and paste it in Agent Bot > Settings > WhatsApp >
360dialog settings.
Complete the form and choose WhatsApp, Alerts & Notifications, With
no code at all, 3rd party integrations.
From the Twilio console copy ACCOUNT SID and AUTH TOKEN
and paste them into Agent Bot > Settings > WhatsApp > Twilio settings,
save the changes.
You will now set up a free test account to run some tests and make sure the
integration works with Agent Bot. From the left menu click Messaging >
Settings > WhatsApp sandbox settings and enter into WHEN A MESSAGE COMES
IN and STATUS CALLBACK URL the URL of Agent Bot , get it from
Agent Bot > Settings > WhatsApp > Twilio settings > Get configuration
URL. Mind that localhost will not work, you need a public URL and
a live server.
From the left menu click Messaging > Try it out > Send a WhatsApp message.
Follow the instructions and send the message with the code to the WhatApp number
provided. Click the next buttons until the configuration
is complete.
Done! Agent Bot should start receiving the WhatsApp messages sent to the sandbox
account, and you can reply to those messages from the Agent Bot.
To publicly use the WhatsApp integration with your customers you need also to
complete the steps below:
Update your account and enable billing, you can do that here.
Purchase a Twilio number, which will be the phone number of your official
WhatsApp Business account. More details here. You cannot use the phone number
of your existing WhatsApp Business account, you must use a Twilio number.
More details here.
From the Twilio console go to Messaging > Services and create a new
Messaging Service. Click Add Senders, select WhatsApp
Number as the sender type, and add the Twilio number you
purchased. Copy the Service SID and paste it into Agent Bot >
Settings > WhatsApp > Twilio settings > Sender.
Unofficial WhatsApp API
Support Boar only supports the Official WhatsApp Cloud API, 360dialog, or Twilio.
Unfortunately, unofficial WhatsApp APIs are not supported. However, you can still
implement them using the Agent Bot API and Webhooks. For more details, visit
. Please be aware that you
must possess coding skills as a developer to proceed with this task. Additionally, our
default integrations are equipped with advanced features including
chatbot support, automated messages, human takeover, WhatsApp rich messages,
attachments, and more. Consequently, although setting up a basic integration for sending
and receiving text messages is relatively straightforward,
ensuring its flawless functionality is a more intricate process.
Templates
As for WhatsApp Business Policy,
you cannot send outbound marketing and solicitation messages to end users. End user
users must
reach out to you first. You have 24 hours from when the end user's message was sent from
WhatsApp to reply to the message. To communicate with a user who has not contacted you
before or has not been in touch for more than
24 hours, you must opt for the text message fallback or the WhatsApp message template.
To send a specific message template to a group of users, use the direct messages feature.
Text message fallback
To enable the text message fallback you must set up the SMS in Settings >
Notifications > Text message notifications. More details here.
WhatsApp message templates
A WhatsApp message template is a message format that you can use over and over again to
message users once they have opted-in and given your app permission to send them
messages. You can not Enter the original message into the template, you must use it
to notify the user of a new message and instruct him on how to view it, for example by
providing a link to your website where the chat is shown.
WhatsApp Cloud API
To get the Template name and manage the templates visit https://business.facebook.com and go
to Left menu > Settings > More system settings,
then go to Accounts > WhatsApp accounts > Settings and click WhatsApp
Manager.
In Template languages enter all the language codes supported by your
template, separated by commas. Language codes list here (copy only the
language code, e.g. it, es, en_US). If you use a template that supports multiple
languages, the matching language for the user will be automatically selected.
Otherwise, the default template language will be used.
In Header variables and Body variables enter the values separated by
commas, you can use the following merge fields: {recipient_name},
{recipient_email}. The number of parameters entered
here must match the number of parameters of the template. Use this feature if your
template uses dynamic values. Order is important, the first merge field will be used
as the first template parameter.
In Button variables enter the link of your custom buttons, or the text of the
quick replies with prefix quick_reply_, e.g. quick_reply_abcde. Each value
must be separated by a comma.
Template fallback
Set the WhatsApp template sent as fallback from Settings > WhatsApp > Cloud API
template fallback.
Send template messages to a user who has not contacted you before
In Settings > WhatsApp > Cloud API settings > Business Account ID enter you
Business Account ID. Provide your Business Account ID, which can be
obtained from https://developers.facebook.com. Choose your app and go to
Left menu > WhatsApp > API Setup.
To send the template to specific users, go to the Agent Bot Users section
and choose the intended recipients. Then, click on the WhatsApp icon located at the
top right corner.
If you are using the WhatsApp Cloud API with a template that supports multiple
languages, the matching language for the user will be automatically selected.
Otherwise, the default template language will be used.
If you are using Twilio and have parameters in your template, input the parameter
values separated by commas in the Body section.
Enter the Template SID and the template attributes separated by commas into
Agent Bot > Settings > Twilio template.
360dialog
Get the Namespace value from Left menu > WhatsApp accounts > Details.
Get Template name and Template default language from your 360dialog
templates area.
In Custom parameters Enter the values separated by commas, you can use the
following merge fields: {recipient_name}, {recipient_email}. Use this
feature if your template uses dynamic values. Order
is important, the first merge field will be used as the first template dynamic
value.
Agent Bot will try to use the template with the same language as the user, if it
is not available, it will use the template with the default language. The following
template languages are not compatible: en_GB(use en_US), pt_PT(use pt_BR), zh_HK and
zh_TW(use zh_CN), es_AR and es_MX(use es_ES).
WhatsApp flows
For more details about the WhatsApp Flows click here.
Built-in flows
The Agent Bot automatically generates and sends the following flow. To regenerate a
flow, click the Settings > WhatsApp > Clear flows button.
Registraton - This flow is sent when a new user sends their first message to
the WhatsApp number, and the Settings > Users > Require registration option
is enabled.
Follow-up - This flow is sent if the Settings > Messages > Follow-up
message option is active and the user does not have an email address.
Send custom flows
To send custom flows use the merge field {wa_flow id="123" header="" body=""
button=""}. Replace 123 with the flow ID and enter a text for the
attributes header, body, and button.
WhatsApp shop
To displays the products of your shop use the merge fields below.
Display multiple products. Replace id with the catalog ID. Add
products by grouping them into sections, via the attributes
product_id_[A]_[B], replace [A] with the section index, starting from
1, replace [B] with the product index, starting from 1 for each section. You
must also add the attribute section_[A]="" for each section, replace
[A] with the section index. The attributes header and body are
required, footer is optional.
When the user sends the order, the order information is sent to the URL specified in
Settings > WhatsApp > Order webhook. The page at that URL should process the
order and send a message to the user via the PHP
API function sb_whatsapp_send_message().
You cannot send a WhatsApp message to a user who has sent you a message more than 24
hours ago or has never messaged you before. WhatsApp prohibits this action. Instead,
you must use a WhatsApp template
or send an text message. If
you encounter an "Error message: Re-engagement," it indicates this situation.
If you does not receive WhatsApp messages make sure you are not assigning the
WhatsApp conversations to a department
and that the WhatsApp number used for testing is not
a phone number of a Agent Bot admin or agent. Also, make sure you setup
correctly the WhatsApp webhook URL.
If you can not send messages, an error should appear in the admin area when you try
to send a message to the user.
We cannot provide support for Twilio or 360dialog configuration, including all
related issues.
We cannot provide support in getting your WhatsApp account or WhatsApp message
template approved.
WhatsApp conversations and messages are compatible with queue and routing.
If you are testing with the sandbox and after 72 hours you can no longer send
messages to your phone number you must link again your phone number to your sandbox.
You can send rich messages to
WhatsApp. If you send chips, buttons or select rich messages, with more than 3
options, you can use the whatsapp="Your menu text" shortcode
attribute to set the text of the WhatsApp message menu.
The follow-up message is supported, but the message
is always sent, also if an agent replies.
The offline message is supported, but the timetable
is not sent.
The chatbot is supported. The human takeover feature
is also supported. To enable the Dialogflow chatbot support for audio messages,
activate Settings > Artificial Intelligence > OpenAI > Speech recognition
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
Twilio and 360dialog has many limitations. For example, Twilio does not support
messages longer than 1600 characters. We strongly recommend to use the Official
WhatsApp API.
MESSENGER
Messenger
The settings below are related to the Messenger app.
Installation
From Settings > Apps, click Messenger and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Automatic sync mode
Complete the synchronization by choosing at least 1 Facebook page and enter the
returned information in Settings > Messenger > Facebook pages.
You're done. All messages sent to the Facebook pages and Instagram accounts you
selected will appear in the conversation admin area of Agent Bot. Mind that only
new messages will be synchronized, the old ones will not be imported.
Manual sync mode
Create a new account at https://developers.facebook.com/ or login with your existing
account.
Create a new app and choose Other as the app type. Then select
Business. Enter a name for the app and skip selecting any Business
portfolios.
From the menu on the left side, click on Add product. Choose
Messenger.
Under the Configure webhooks section, click on Configure.
Retrieve the Callback URL from Settings > Messenger > Messenger
and Instagram settings > Get configuration URL.
Set the Verification Token in Settings > Messenger > Messenger and
Instagram settings > Secret key and save the changes, then use it to
verify the webhook.
In Webhook Fields select the following: inbox_labels,
message_deliveries, message_echoes, message_reactions, message_reads,
messages, messaging_account_linking, messaging_handovers,
messaging_optins, messaging_policy_enforcement, messaging_postbacks,
messaging_referrals.
In the Generate access tokens section, click on Connect. Select the
pages you want to sync and complete the process.
Under the Webhook Subscription column, click on Add
Subscriptions. Choose the scopes you want: messages,
messaging_postbacks, messaging_optins, message_reads, and
message_echoes.
In the Tokens column, click on Generate. Copy the access token
provided and paste it into Settings > Messenger > Facebook pages.
Copy the Page ID and Page Name and paste them into Settings
> Messenger > Facebook pages.
Repeat these steps for all pages.
Save the changes and you're done. The final step is to put the app in Live
mode.
If you want to sync Instagram as well, follow these steps:
From the menu on the left side, click Messenger > Instagram settings.
In the Configure webhooks area, click on Configure. Repeat the
same step you previously took for Messenger.
Under the Webhook Subscription area, click on Add
Subscriptions. Select the following scopes: messages,
messaging_postbacks, messaging_optins, messaging_seen.
Enter your Instagram ID in Settings > Messenger > Facebook pages >
Instagram ID. To get it, open your web browser and enter the
following URL:
https://graph.facebook.com/FACEBOOK-PAGE-ID/?access_token=ACCESS-TOKEN&fields=instagram_business_account.
Replace FACEBOOK-PAGE-ID and ACCESS-TOKEN with the
corresponding Page ID and access
token from the Facebook page linked to Instagram.
Save the changes and you're done. The final step is to put the app in
Live mode.
Your app must be in Live mode. To do that, your app must be submitted for
review and approved by Meta. You can use the text at this for the review process. Please note this process is not
covered by our support. If you require assistance, you can hire us.
Instagram
To link Instagram to your Facebook page and Agent Bot follow the steps below.
Enter the Settings area of your Facebook Page and click Left Menu > Instagram
(https://www.facebook.com/YOUR-PAGE-SLUG/settings/).
Click Connect account and complete the setup.
Sync Messenger with Agent Bot again and you're done. Mind that only new messages
will be synchronized, the old ones will not be imported.
More information
If you don't receive Instagram messages:
Make sure to enable Settings > Privacy > Messages > Connected tools -
Allow access from your Instagram mobile app.
Make sure your Instagram account is not setup as a professional account, it
must be a business account.
Go to Meta Business Suite, select your account, and go to
Users > People. Under Instagram account click Manage
and make sure to enable all the permissions.
If you don't receive Facebook Messenger messages, make sure that the Facebook page
does not send automated replies, such as the welcome message.
In case you encounter duplicated messages or an ongoing chat cycle between the
chatbot and Instagram messages, you are facing a problem due to the presence of two
Agent Bot installations or Agent Bot Cloud accounts that are both
synchronized with
the same Instagram account. To resolve this, access the second Agent Bot admin
area, navigate to Settings > Messenger > Facebook pages, remove the
Instagram ID value
and save the changes. Try also to click the Unsubscribe button.
The Unsubscribe button remove the webhook subscription from all of your
Facebook pages, it is useful if you want to stop receiving messages from a Facebook
page.
Every Agent Bot user has only 1 Facebook conversation and 1 Instagram
conversation.
Agent Bot rich messages are
automatically converted to Facebook rich messages when possible, some part of the
rich message could be removed or changed.
Only private Facebook messages will get sent to your team inbox. If someone posts a
Facebook message on your wall it won't appear in your team inbox.
When someone sends a message to your company Facebook page or Instagram account they
will get designated as a lead in Agent Bot. You'll only be able to see the
user's Facebook or Instagram name and profile picture.
Messenger conversations and messages are compatible with queue and routing.
The chatbot is supported. The human takeover feature
is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
If the chatbot is enabled, it is necessary to deactivate any automatic replies on
Facebook Messenger, such as the welcome message.
The follow-up message is supported, but the message
is always sent, also if an agent replies.
The offline message is supported, but the timetable
is not sent.
Only 1 Facebook account can be synchronized, to link pages from multiple Facebook
accounts, the account synchronized in Agent Bot must be an admin of all Facebook
pages of the other Facebook accounts.
Using this integration of Instagram and Facebook Messenger comes at no additional
cost.
If the message exceeds 1000 characters, only the initial 1000 characters will be
transmitted due to the character limit.
Only new messages, sent after the synchronization, will be synchronized, the old
ones will not be imported.
TWITTER
Twitter
The settings below are related to the Twitter app.
Create your first app by entering the app name and clickGet keys, copy API
Key (Consumer key) and API Key Secret (Consumer secret) and paste
them in Agent Bot > Settings > Twitter.
Request the Elevated access from https://developer.twitter.com/en/portal/products/elevated.
Click Apply for Elevated and complete the form as follow: In the first area
In your words and in Will your app use Tweet, Retweet, Like, Follow, or
Direct Message functionality? enter I need access to the Account Activity
API to start receiving Twitter Direct Messages to my chat software(Agent Bot
) and to reply to them directly from Agent Bot , details
at https://board.support/twitter. Disable all the other fields by clicking
No: Are you planning to analyze Twitter data?, Do you plan to display Tweets or
aggregate data about Twitter content outside Twitter?, Will your product, service,
or analysis
make Twitter content or derived information available to a government entity?
Wait a few days for Twitter to review and approve the Elevated access, you will
receive an email from Twitter.
Once you have Elevated access, enter the developers dashboard (https://developer.twitter.com/en/portal/dashboard)
and from
the left menu click Products > Premium > Dev environments and under
Account Activity API / Sandbox click Set up dev environment, in Dev
environment label enter sb or the same value
entered in Settings > Twitter > Synchronization > Dev environment label.
Enter your app Settings area from Left menu > Projects & Apps > Your
project > Your app and under User authentication settings click
Set up and activate OAuth 1.0a. In App permissions check
Read and write and Direct message, in Callback URI / Redirect URL
enter the URL you get from Agent Bot > Settings > Twitter > Get callback
URL, in Website URL enter your website
URL.
Enter your app Keys and tokens area from Left menu > Projects & Apps >
Your project > Your app > Keys and tokens and under Authentication
Tokens generate Access Token and Secret, copy and
paste them in Agent Bot > Settings > Twitter.
Enter your Twitter profile username in Agent Bot > Settings > Twitter > Your
username. Get it from your Twitter profile page, copy the name starting with
@ or the URL part containing your username. Ex.
https://twitter.com/agentbot1.
Save the Agent Bot settings and click the button Agent Bot > Settings >
Twitter > Subscribe and you're done. All messages sent to your Twitter
account will be received by Agent Bot.
More information
If you receive duplicate messages, the Twitter account you are using for testing may
be the same as the one you synced. Try sending a message from another Twitter
account.
Use a live domain, localhost is not supported.
When a message is received from a Twitter user you may send up to 5 messages in
response within a 24 hour window. No messages can be sent after 24 hours of
receiving the Twitter message.
You can send maximum 3 or 4 attachments depending by the media type.
The following Agent Bot rich
messages are not supported: images slider, slider, card.
The chatbot is supported. The human takeover feature
is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
TELEGRAM
Telegram
The settings below are related to the Telegram app.
Installation
From Settings > Apps, click Telegram and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
If you have already created a Telegram bot in the past, type
the command /mybots and open your bot, then click API token.
If you never created a Telegram bot before, type the command /newbot to
create a new bot. The BotFather will ask you for a name and username, enter them and
generate the authentication token. More details at
https://core.telegram.org/bots.
Copy the token and paste it into Agent Bot > Telegram > Token, then click
Synchronize now. Your website must use HTTPS (SSL certificate), HTTP is not
supported.
You're done. All messages sent to your Telegram bot will appear in the conversation
admin area of Agent Bot.
More information
Agent Bot rich messages are
automatically converted to Telegram rich messages when possible, otherwise they are
removed from the message.
Telegram conversations and messages are compatible with queue and routing.
The chatbot is supported. The human takeover feature
is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
The follow-up message is supported, but the message
is always sent, also if an agent replies.
The offline message is supported, but the timetable
is not sent.
From Settings > Apps, click Viber and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Copy the token and paste it into Agent Bot > Viber > Token, then click
Synchronize now. Your website must use HTTPS (SSL certificate), HTTP is not
supported.
You're done. All messages sent to your Viber bot will appear in the conversation
admin area of Agent Bot.
More information
Agent Bot rich messages are
automatically converted to Viber rich messages when possible, otherwise they are
removed from the message.
Viber conversations and messages are compatible with queue and routing.
The chatbot is supported. The human takeover feature
is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
The follow-up message is supported, but the message
is always sent, also if an agent replies.
The offline message is supported, but the timetable
is not sent.
SLACK
Slack
The settings below are related to the Slack App.
Installation
From Settings > Apps, click Slack and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Once the app is installed go to Settings > Slack, click the Synchronize
now button, and follow the instructions.
Having Problems?
The synchronization of Slack may not be successful for a number of reasons; below are the
most common ones:
Problem description
Solution
You can receive messages on Slack, but you cannot send messages from Slack
to Agent Bot
Navigate to /agentbot/apps/slack/post.php from your browser.
Also, in Workspace Settings > Permissions, you must allow anyone to
create public channels. If you
have further issues please contact the Slack support team at https://api.slack.com/support.
Slack sync not working
Double check whether or not you chose a public Slack channel when you
attempted to synchronize Slack. If you did not, try syncing Slack once
again, this time choosing a public channel instead. The general channel is a
good option.
Manually archive channels
To archive a channel in Slack, follow these steps:
Open the Slack channel you want to archive.
On the top right click the gear icon and select Additional options.
Click the info icon in the top right area of the screen, then click the More
icon, and then click Additional options.... Click Archive this
channel.
Department linking
If the Settngs > Slack > Department linking option is active, when a conversation
in the Agent Bot is assigned to a department, a new message is sent to the linked
Slack channel, informing Slack users that a new conversation has started and inviting
them to join the dedicated user Slack channel. However, the full conversation can only
be accessed on the dedicated Slack channel of
the specific user.
Get the department IDs from Settings > Miscellaneous > departments.
Get the channel IDs by clicking the button Get channel IDs.
User fields
The Settings > Slack > User fields option allows you to choose which user details
to include in the message sent to the main channel when a new user sends the first
message. You can include the slug of your custom
user details or the following slugs:
browser, browser_language, location, email,
user_type, token, creation_time, country_code,
current_url, os, city, address, postal_code,
phone, birthdate, company, timezone, website.
Default: email, browser, browser_language, location.
Information
When a new user sends the first message, a Slack message with the user details and a
button to join the user's channel is sent to the main channel selected during the
synchronization, or to the channel linked to the conversation's
department. Only the Slack account used
during the synchronization will automatically join the user's channel, other Slack
members will have to join it manually via the button.
When Settings > Slack > Agent linking is set, if the conversation is assigned
to a department, only agents assigned to that department will receive the message, if
the conversation is assigned to a single agent only that agent will receive the
message.
Slack is free to use. Only large companies may need a paid subscription plan, more
details
here.
Push notifications are compatible with Slack, when agents send messages via Slack,
Push notifications are sent to users.
If you're using Dialogflow, no messages will be received in Slack if the chatbot
knows the answer. Once the human takeover is active
all conversation's messages are sent to Slack.
The Slack app is compatible with email
piping and the messaging apps.
Deleting or leaving a channel is not supported, only archiving a channel is
supported.
When a conversation is archived in Agent Bot , the linked Slack channel is also
archived.
When replying via Slack to a user, if the user is notified by email or text message,
a Slack message is sent to notify you.
Use the Slack command /archive to archive a conversation from Slack.
PERFEX CRM
Perfex
The settings below are related to the Perfex app.
Installation
The installation requires two steps:
From Settings > Apps, click Perfex and enter your license key to
install and activate the app. More details here. The cloud is not compatible with the Perfex app.
Once the app is installed go to Settings > Perfex and enter the database
information and the Perfex URL. You can get the information from the file
application/config/app-config.php in your Perfex installation
folder. If you do not know the Perfex prefix leave it empty, the default prefix is
tbl.
Go to the admin area of Perfex, then go to Setups > Modules and install the
Agent Bot module by uploading the file module.zip. Once the module is
installed go to Setups > Agent Bot and
enter the Agent Bot plugin URL, get it from Settings > Miscellaneous >
Agent Bot URL. If you're using the WordPress version, the URL must be
like this:
https://example.com/wp-content/plugins/agentbot/agentbot.
To show Agent Bot inside the Perfex admin area, Agent Bot must be installed in
the same domain and same file system of the Perfex installation. If you have issues, or
if you have changed the Perfex database details, make sure the file
agentbot/config.php use the correct Perfex database details. Updating the
details in Agent Bot will not update the details in the config.php file.
Zendesk
Zendesk
The settings below are related to the Zendesk App.
Installation
From Settings > Apps, click Zendesk and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Get the domain from the URL of your Zendesk admin area, copy the first part
of the URL: https://domain.zendesk.com/. For example, the domain of
https://agentbot.zendesk.com/agent/get-started/ticketing-system/ticketing-intro
is agentbot.
Get the API key from Left menu > Admin > Channels > API > Settings.
Click Add API token.
The email is your Zendesk account email.
More information
Tickets converted by Agent Bot are automatically synchronized when new messages
are sent and received in Agent Bot , and they are linked to an existing Zendesk
user if any, otherwise a new Zendesk user is created.
Agent Bot links Zendesk users to Agent Bot users via email or phone number.
WHMCS
WHMCS
The settings below are related to the WHMCS App.
Installation
The process requires two installations, one is the WHMCS add-on, and one is the Support
Board App.
App installation
From Settings > Apps, click WHMCS and enter your license key to
install and activate the app. More details here. The cloud is not compatible with the WHMCS app.
Once the app is installed go to Settings > WHMCS and enter the database
information and the WHMCS URL.
WHMCS add-on installation
Enter the folder agentbot inside the addon.zip (download it here) file into the
/modules/addons/ directory of your WHMCS installation.
Click the Configure button and enter the Agent Bot plugin URL.
How to update
Updating the WHMCS App in Agent Bot is easy, you can enable the automatic updates or
manually update it. Details
here. To update the WHMCS add-on you will need to download the
latest version of the add-on from
https://board.support/docs/files/whmcs/addon.zip
and manually replace the
/modules/addons/agentbot/ directory of your WHMCS installation with the new
one just downloaded.
If you have issues, or if you have changed the WHMCS database details, make sure the file
agentbot/config.php use the correct WHMCS database details. Updating the
details in Agent Bot will not update the details
in the config.php file.
OpenCart
OpenCart
The settings below are related to the OpenCart App.
Installation
From Settings > Apps, click Martfury and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
Once the app is installed go to Settings > OpenCart and enter the OpenCart
details. To get the Username and API key enter the admin area of
OpenCart and go to System >Users > API . You'll
see a predefined user named Default. Edit it generate the API key, then set
the Status to enable. Next, add your IP to list of permitted for API
access.
With a file manager or FTP, edit file catalog/controller/common/header.php in
the OpenCart installation folder and add the following key-value in $data
variable:
Edit the file /catalog/view/theme/default/template/common/header.twig and add
<script>{{ agentbot }}</script> somewhere within the
<head> tag. Mind that if you are not using the default
theme the path will be different.
Enter the OpenCart Extensions page and click the top-right button
Update.
Download the sb.php file and upload
it into catalog/controller/api.
More information
This app supports OpenCart Multistore.
On OpenCart update you have to apply code above again.
Currently only Opencart 3 is supported.
ULTIMATE MEMBERSHIP PRO
Ultimate Membership Pro
The settings below are related to the Ultimate Membership Pro app.
App installation
From Settings > Apps, click Ultimate Membership Pro and enter your
license key to install and activate the app. More details here. The cloud and PHP versions are not
compatible with the Ultimate Membership Pro app.
Once the App is installed go to Settings > Active eCommerce and enter the
database information, the Active eCommerce URL, and the other settings.
The Secret key can be found in the file
.env located in the root directory of Active eCommerce. Copy the APP_KEY
value.
If you have issues, make sure the file agentbot/config.php use the
correct Active eCommerce database details.
Users synchronization
New users are synchronized automatically. To manually syncronize existing users go to
Settings > WordPress > Synchronize users and click Import users.
More information
To limits the access to a specific plan only use this shortcode [ihc-hide-content
ihc_mb_type="show" ihc_mb_who="4" ihc_mb_template="2"]<script id="sbinit"
src="YOUR-URL/agentbot/agentbot/js/main.js"></script>[/ihc-hide-content]
Replace 4 with the user's level you want and YOUR-URL with your
WordPress /plugins/ folder URL. You also have to check Settings > WordPress >
Manual init.
ARMEMBER
ARMember
The settings below are related to the ARMember app.
App installation
From Settings > Apps, click ARMember and enter your license key to
install and activate the app. More details here. The cloud and PHP versions are not compatible with the
ARMember app.
Once the App is installed go to Settings > Active eCommerce and enter the
database information, the Active eCommerce URL, and the other settings.
The Secret key can be found in the file
.env located in the root directory of Active eCommerce. Copy the APP_KEY
value.
If you have issues, make sure the file agentbot/config.php use the
correct Active eCommerce database details.
Users synchronization
New users are synchronized automatically. To manually syncronize existing users go to
Settings > WordPress > Synchronize users and click Import users.
More information
A user is a paid member only if it has at least one active paid plan which is not
expired.
Active eCommerce
Active eCommerce
The settings below are related to the Active eCommerce app.
Installation
The process requires two installations, one is the Agent Bot App, and one is the
installation in Active eCommerce.
App installation
From Settings > Apps, click Active eCommerce and enter your license
key to install and activate the app. More details here. The cloud is not compatible with the Active eCommerce app.
Once the App is installed go to Settings > Active eCommerce and enter the
database information, the Active eCommerce URL, and the other settings.
The Secret key can be found in the file
.env located in the root directory of Active eCommerce. Copy the APP_KEY
value.
If you have issues, make sure the file agentbot/config.php use the
correct Active eCommerce database details.
Installation in Active eCommerce
Edit the file \resources\views\frontend\inc\footer.blade.php in the directory
of Active eCommerce and Enter the code below just after the footer opening tag
<footer. Replace [YOUR-SITE] with
the URL of your Agent Bot installation, get it from Settings > Miscellaneous
> Agent Bot URL.
Updating the Active eCommerce App in Agent Bot is easy, you can enable the automatic
updates or manually update it. Details here. If you update Active
eCommerce, you will need to insert again
the code above in the file footer.blade.php.
Sellers chat
To force sellers to see only the conversations of users writing from their product pages
enable the option Settings > Miscellaneous > Hide conversations of other agents.
After that, just click the button Settings > Active eCommerce > Import vendors
and you're done! The sellers will be registered in Agent Bot and can log in to the
admin area.
Admins can always see the conversations of all agents(sellers).
Martfury
Martfury
The settings below are related to the Martfury app.
Installation
From Settings > Apps, click Martfury and enter your license key to
install and activate the app. More details here. The cloud is not compatible with the Martfury app.
Once the app is installed go to Settings > Martfury and enter the database
information, Martfury URL, Secret key. Get the information
from the .envfile located in the root directory
of Martfury.
Set the Martfury path in Settings > Martfury > Martfury path. Get this
information by uploading this file in
the /public/ folder of the root directory of Martfury,
after the upload open it via browser (e.g. https://shop.com/public/path.php).
To show the chat on the website enter the Agent Bot code of the PHP installation into Martfury
Admin > Appearance > Custom JS > Footer JS. Do not include jQuery.
If you have issues, make sure the file agentbot/config.php use the
correct Martfury database details.
How to update
Updating the Martfury App in Agent Bot is easy, you can enable the automatic updates
or manually update it. Details here.
Sellers chat
To force stores to see only the conversations of users writing from their product pages
follow the steps below.
Check the options Settings > Martfury > Private chat, Settings > Chat >
Disable dashboard, Settings > Chat > Allow only one conversation.
From Settings > Martfury > Import vendors import all vendors.
In Settings > Martfury > Private chat linking each each vendor to the correct
store. You can get the vendor IDs from Users > Agents and Admins.
LINE
LINE
The settings below are related to the LINE app.
Installation
From Settings > Apps, click LINE and enter your license key to install
and activate the app. More details here. If you have the cloud version click Active.
Create a new Provider and then a new Messaging API channel, select
Messaging API as channel type
From the channel Basic settings area copy Channel secret and paste it
into Agent Bot > Settings > Line > Synchronization > Channel secret.
From the channel Messaging API area generate a Channel access token
(long-lived), copy it and paste it into Agent Bot > Settings > Line >
Synchronization > Access token.
Enter your Webhook URL into Webhook URL and click Verify. Get the
Webhook URL from Agent Bot > Settings > Line > Synchronization > Webhook
URL.
Enable Use webhook.
Scan the QR code with your LINE mobile app to start writing to your channel.
Disable the Auto-reply messages setting.
You're done. All messages sent to your LINE bot account will appear in the
conversation admin area of Agent Bot.
More information
You have 7 days from when the end user's message was sent from WhatsApp to reply to
the message.
Stickers are not supported.
Agent Bot rich messages are
automatically converted to LINE rich messages when possible, otherwise they are
removed from the message.
LINE conversations and messages are compatible with queue and routing.
The chatbot is supported. The human takeover feature
is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
The follow-up message is supported, but the message
is always sent, also if an agent replies.
The offline message is supported, but the timetable
is not sent.
WECHAT
WeChat
The settings below are related to the WeChat app.
Installation
From Settings > Apps, click WeChat and enter your license key to
install and activate the app. More details here. If you have the cloud version click Active.
After the registration enter Official accounts area and from the left menu
click Settings and development > WeChat verification. You must complete the
verification, it takes a few weeks and costs USD 99,
or CNY 300 for chinese entities.
From the left menu click Settings and development > Basic configuration and
copy Developer ID(App ID), Developer Password(App Secret). Paste the
information into Agent Bot > Settings > WeChat.
From the left menu click Settings and development > Basic configuration and
complete the server configuration (服务器配置(已启用). In Server Address(URL) enter
the URL you get from Agent Bot > Settings > WeChat > Synchronization > Get
configuration URL.
In Token insert any value you want, the same value must be entered in
Agent Bot > Settings > WeChat > Token.
You're done. All messages sent to your WeChat account will appear in the
conversation admin area of Agent Bot.
More information
If you receive an error like {"errcode":41001,"errmsg":"access_token missing rid:
631111-470b3b22-48553870"} you need to whitelist your server IP address from
Official Account > Settings and Development > Basic Configuration > IP
whitelist.
WeChat files and location attachments are not supported and are not received by
Agent Bot.
Links are not supported in WeChat, they are converted to texts.
Agent Bot rich messages are
automatically converted to WeChat rich messages when possible, otherwise they are
removed from the message.
WeChat conversations and messages are compatible with queue and routing.
The chatbot is supported. The human
takeover feature is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
The follow-up message is
supported, but the message is always sent, also if an agent replies.
The offline message is supported,
but the timetable is not sent.
ZALO
Zalo
The settings below are related to the Zalo app.
Installation
From Settings > Apps, click Zalo and enter your license key to install
and activate the app. More details here. If you have the cloud version click Active.
Copy the Application ID and Application secret key from the app you
just created and paste them into Agent Bot > Settings > Synchronization >
Zalo.
From the left menu click Webhooks and set the URL, get the URL from
Agent Bot > Settings > Zalo > Synchronization > Webhook URL.
From the left menu click Webhooks copy OA Secret Key and paste it into
Agent Bot > Settings > Zalo > Synchronization > OA secret key.
From the left menu click Webhooks and enable the following webhook
events: user_send_location, user_send_image,
user_send_link, user_send_text, user_send_sticker,
user_send_gif,
user_received_message, user_seen_message, oa_send_text,
oa_send_image, oa_send_list, oa_send_gif,
user_send_audio, user_send_video, user_send_file,
user_reacted_message,
user_received_message.
From the left menu click Official Account > OA Management and link your
Official Account.
From the top menu click Tools > API Explorer or go to https://developers.zalo.me/tools/explorer/.
As Access token type select OA Access Token, click Get Access
Token and select your Official Account. Copy the Refresh token and
paste it into Agent Bot > Settings > Zalo > Synchronization > Refresh
token.
More details here.
From the left menu click Role and a test user as admin. You will use this
user to send message to your Zalo Official Account and test the integration.
From the left menu click Sign up to use API > Official AccountAPI enable
User Management and click Submit for review.
You're done. All messages sent to your Zalo Official account will appear in the
conversation admin area of Agent Bot.
More information
You need a Zalo Official Account to use this integration. Agent Bot will receive
messages sent to your Zalo Official Account.
The slider rich message only send the
first element to Zalo.
Agent Bot rich messages are
automatically converted to Zalo rich messages when possible.
Zalo conversations and messages are compatible with queue and routing.
The chatbot is supported. The human
takeover feature is supported.
The supported AI features include language detetction, spelling
correction, multilingual via translation, Google search.
The follow-up message is
supported, but the message is always sent, also if an agent replies.
The offline message is supported,
but the timetable is not sent.
WOOCOMMERCE
WooCommerce
The settings below are related to the WooCommerce App for the WordPress version of
Agent Bot.
Installation
From Settings > Apps, click WooCommerce and enter your license key to
install and activate the app. More details here. The cloud
and PHP versions are not compatible with the WooCommerce app.
Dialogflow
Getting started
To start using the Dialogflow chatbot go Settings > WooCommerce > Dialogflow
synchronization and click Synchronize entities now, then click
Create Intents now. Once the synchronization is completed you're done. The
chatbot will start replying to the users' questions.
Built-in Intents questions list
By importing the built-in Intents the chatbot can answer the questions like the below
ones. For the full list please visit the Intents area of the Dialogflow console.
Do you sell any shoes for less than $299?
Show me your bags
Do you have anything for women in promotion?
What are the best shoes of 2020?
Add Abstract Print to the cart
Remove Abstract Print from the cart
What do you sell
What's the status of my order?
Where my order will be shipped?
Display the products in my cart!
Do you ship in Australia?
Where do you ship?
Open the shoes page.
Go to the cashmere tank page, please.
Actions
The following actions allow the chatbot to interact with the shop autonomously on behalf
of the user. To use an action go to Dialogflow, edit an
Intent, and add a new
Custom Payload response with the following syntax:
{ "ACTION-NAME": ACTION-VALUE }.
Removes a product from the user's cart. Replace PRODUCT-NAME-OR-ID with the
ID or full name of a product.
{ "woocommerce-checkout": true }
Redirects the user to the checkout page.
Multilingual
The multilingual feature is compatible with WPML and Polylang plugins.
To activate the multilingual feature go to Settings > WordPress > Multilingual
plugin and choose WPML or Polylang. The synchronization automatically
creates the Entities in all available languages of your website.
For a language to work, the chatbot must be translated into that language in
Dialogflow, more details
here.
The built-in Dialogflow Intents are only in English, to translate them go to your Dialogflow Console, choose the language you want to
translate, go to the
Intents page, and translate the existing WooCommerce Intents.
If you edit an existing built-in WooCommerce Intent in Dialogflow and then you
import again the intents from
Settings > WooCoommerce > Dialogflow synchronization you will lose your
customization. To keep your edits change the Intent name.
The chatbot can display up to 15 products via the slider rich message.
The chatbot is automatically updated every 60 minutes by default, but it can take
longer. If you update a product, category, tag, or attribute, please wait a few
hours for the new contents to take effect.
The synchronization detects the following events: product deleted, product restored
from trash, product updated, new product added, product deleted, category or tag
deleted, category or tag updated, new category or tag added.
To improve the chatbot add all the possible variants of an attribute, including the
variants not used in your products. Example: if you sell only yellow and red
t-shirts add all possible colors to the attribute color, not only yellow and red.
You can manually synch the chatbot at any time from Settings > WooCommerce >
Dialogflow synchronization.
Products must have the Regular price attribute set.
Products names must not use the double-quote char: ".
Some multilingual feature is not compatible with sub-domains or external
domains language URLs.
Merge fields and shortcodes
The following merge fields and shortcodes can be used in emails and messages.
Code
Description
Compatibility
{product_images}
Slider of product's images. If there are no results, the full message is
replaced by "No results found".
Dialogflow
{shipping_location_check}
Check if the store ship in the given country.
Dialogflow
{product_attribute_terms}
Attribute terms list of a product's attribute.
Dialogflow
{product_attribute_name}
Attribute name of an attribute term.
Dialogflow
{category_link}
Category page link.
Dialogflow
{tag_link}
Tag page link.
Dialogflow
{product_name}
Product name.
Dialogflow, Automated Messages
{product_image}
Product image.
Dialogflow, Automated Messages
{product_price}
Product price.
Dialogflow, Automated Messages
{product_description}
Product description.
Dialogflow, Automated Messages
{product_rating}
Product rating. If the product has no ratings yet, the full message is
replaced by "[product name] has no ratings or reviews yet.".
Dialogflow, Automated Messages
{product_link}
Product link.
Dialogflow, Automated Messages
{shipping_locations}
List of the shipping countries.
Dialogflow, Messages, Automated Messages
{shop_link}
Shop link.
Dialogflow, Messages, Automated messages
{cart_link}
Cart link.
Dialogflow, Messages, Automated Messages
{cart}
List of the products in the user's cart. If the cart is empty, the full
message is replaced by "Your cart is currently empty".
Dialogflow, Automated Messages
{order_status}
Status of the last user's order. If the user has never placed an order, the
full message is replaced by "You haven't placed an order yet".
Dialogflow, Automated Messages
{order_details)
Details of the last order user's order. If the user has never placed an
order, the full message is replaced by "You haven't placed an order yet".
Dialogflow, Automated Messages
{product_card}
Product card. Optional attributes:
id The product ID.
link-type The action on user click. Available values:
purchase, checkout, link. Default: purchase.
link-text The button text. Default: Purchase.
Dialogflow, Messages, Automated Messages
{products_slider}
Search for the products matching the given attribures and display them in a
slider of products cards. If there are no results, the full message is
replaced by "No results found". Optional attributes:
id The products IDs separated by commas. If this attribute is
setted, all other attrbutes are ignored.
tag Display only the products of the given tag.
category Display only the products of the given category.
discounted Set it to true to show only the products in
promotions.
rating Display only the products with a rating equal or
bigger than the given value. Enter a value from 1 to 5.
max-price Display only the products with a price equal or
smaller than the given value. Enter a number.
min-price Display only the products with a price equal or
bigger than the given value. Enter a number.
attribute Display only the products with the given attribute
term.
link-type The action on user click. Available values:
purchase, checkout, link. Default: purchase.
link-text The button text. Default: Purchase.
language The language code of the products to display.
Add a product or multiple products to the user's cart. Optionally apply a
coupon code, and redirect the user to the checkout page.
More information
Waiting list
The message is sent automatically when a user visits a page of a product that's out
of stock.
The message is sent automatically when a user tries to purchase a product that's out
of stock via the chatbot.
The message is sent a maximum of 1 time every 24 hours for each out of stock
product.
If the user'email is not set, the chat asks for the user' email automatically.
Removed item from cart notification
If the coupon is included, the chat message is sent only for the first removed item,
then again after coupon expiration.
The coupon is valid only for the removed items.
The following merge fields can be used in the email subject too: {coupon},
{discount_price}, {original_price}, {product_names}, {customer_name}.
Only the users with an email will get notified via email.
Returning visitors notification
The chat message is sent after 15 seconds.
The chat message is sent to the active conversation, if any, otherwise to a new
conversation.
A visitor is a "returning visitor" only if at least 24 hours have passed since the
last visit.
The chat message is sent only 1 time, if the visitor returns again, the message is
not sent.
Follow-up message
If the message contains a coupon, the message is sent only if there are no other
valid coupons assigned to the user.
Miscellaneous
When a visitor completes a purchase, if an existing Agent Bot user exists, it is
updated with the details provided in the checkout form.
The automatic messages(abandoned cart message, follow-up messages,...) are sent to
the active conversation, if any, otherwise to a new conversation.
The default coupon values are 0% discount and 7 days expiration.
Coupons in the trash are still valid, you must permanently delete them.
All coupons can be used only 1 time.
Expired coupons are deleted automatically via cron jobs.
The products pop-up of the admin conversations area search by product name,
description, and price.
The products pop-up of the admin conversations area is multilingual and displays
automatically the products of the user's language if available.
To view orders of guest users who did not send any chat message before the purchase
you need to enable Settings > Users > Register all visitors.
The Ticket products selector > Exclude products setting accepts WooCommerce
product IDs separated by commas.
WhatsApp shop
To allow a user to purchase your WooCommerce shop products on WhatsApp the product
ID of your WhatsApp shop products must be the same as the product ID of
your WooCommerce products. Once the user has sent
the WhatsApp order, WooCommerce automatically saves it, use the merge field
{catalog_checkout} to send the user the checkout link.
The settings below are related to the WordPress version of Agent Bot.
User synchronization
WordPress users can be automatically synchronized with Agent Bot by selecting
"WordPress" under the
Users system in the
Settings > WordPress area. When active, the front-end chat automatically
recognize all logged-in WordPress users and create a new Agent Bot user account with
the same details (name, surname, email, and password).
Also, the log-in form recognize the email and password of each WordPress user. On
Agent Bot login, the user is automatically logged in WordPress as well.
To create a WordPress user when a visitor register to Agent Bot enable the
option Settings > WordPress > WordPress registration and include password and
email fields in the registration form,
they are required. The WordPress user if logged in automatically.
More information
Direct access and PWA
You can access the admin area directly without going through WordPress by navigating to
/wp-content/plugins/agentbot/agentbot/admin.php and logging in with your
default WordPress user or agent email and password.
Keep in mind that your wp-content folder might be different. By accessing the admin
directly, you will also be able to use the admin area as a Progressive Web App. You can
find more details on this by clicking here.
Login and logout
To logout from the admin area of Agent Bot , logout from WordPress from the admin
area of Agent Bot , once logged-out you will be able to login with another WordPress
account. To access the admin area from within WordPress you must log in with
one of the following WordPress user roles: administrator, author, editor.
Get a page or Post Type ID
To get the ID of a specific page or Post Type, go to the admin area of WordPress and
edit the page or post. The ID is displayed in the address bar. Example:
http://your-site.com/wp-admin/post.php?post=11&action=edit&lang=en (the page/post
ID is equal to 11).
Get a Post Type slug
The Post Type slug of the blog archive and posts is post. The Post Type of the
pages is page. To obtain the slug of a custom Post Type, go to the admin area of
WordPress and open the custom Post Type page
from the left menu. The slug is displayed in the address bar. Example:
http://your-site.com/wp-admin/edit.php?post_type=food (the slug is food).
Disable WordPress Emoji
The prevent WordPress from replacing the chat emoji with the WordPress ones Enter the
code below in the file functions.php of your theme.
If you have multisite installation, you must install Agent Bot in the main website.
WordPress Multilingual
If you want the chat to use the same language as the pages on your website, disable the
Settings > Chat > Language option.
CLOUD VERSION
Cloud version
The information in this section is exclusively related to the cloud version of Support
Board, accessible at https://cloud.board.support.
Credits
Credits are used only in the cloud version of Agent Bot. Credits are used by the
following functions, only in Automatic sync mode. The Manual sync mode
doesn't use credits. If you do not want to use credits, you can use the Manual
sync mode and your API keys.
Artificial Intelligence > Google > Dialogflow chatbot and Automatic
Translations, Language detection, Multilingual via
translation.
Dialogflow ES Audio Message $0.000866 per second of audio.
Dialogflow CX Audio Message $0.002 per second of audio.
Google Translations $0.00004 per char.
OpenAI gpt-3.5-turbo-instruct $0.000004 per token.
OpenAI gpt-3.5-turbo $0.000004 per token.
OpenAI gpt-4 $0.00012 per token.
OpenAI gpt-4-32k $0.00024 per token.
OpenAI text-embedding-3-small $0.00000004 per token.
OpenAI audio-to-text whisper $0.0002 per second of audio.
Information
When your credits run out, if the automatic recharge is not enabled, you will be
notified via email. You will receive a maximum of two email notifications. Activate
the automatic recharge to prevent running out of credits.
When automatic recharge is enabled, the credit will be recharged once it falls below
1.
Shopify
The Shopify integration is available only in the cloud version of Agent Bot and
allow you to synchronize your Shopify store and users with Agent Bot.
To use the Shopify integration, you must have a Shopify store and install the Agent Bot Shopify App.
If you store is multilingual, set Settings > Chat > Language to auto
to use the store language. The chat and the chatbot will automatically use the store
language.
Th Shopify logged in user details are detected and synchronized with Agent Bot.
Use the following merge field to display product cards and sliders in the chat:
{shopify product_id="12345678"}. Replace 12345678 with the product ID.
Show a slider of multiple products by adding multiple
product IDs separated by commas.
The search feature of the products pop-up of the admin area only search by product
title and product type.
Shopify collections, tags, varians, vendors are cached
and refreshed every 10 days. The chatbot will use them to answer the user's
questions.
You can switch between accounts without having to sign out and in by adding the
accounts in Settings > Admin > Switch accounts.
The cloud version is hosted on our Amazon AWS server.
If you are experiencing a white screen while accessing the cloud version, add the
URL attribute reset-login to the URL and open it again. E.g.
https://cloud.board.support/?reset-login.
MISCELLANEOUS
Miscellaneous
This section contains help for other features not listed above.
Progressive Web App
The Agent Bot admin area is a PWA, which means that you can install it on desktop,
Mac, iPhone, or mobile devices and use it like a fully-functional app. Note: This
feature is optimized for Google Chrome and Safari. The PWA is supported on all versions
of Agent Bot.
Desktop installation
Enter in your admin area (e.g. https://www.your-site.com/agentbot/admin.php or
https://cloud.board.support), and click the + icon on the top right of the URL
bar of your Chrome browser. If you are using the WordPress
version see the information below.
Mobile installation - Android and Windows - All versions
Enter in your admin area with Google Chrome (e.g.
https://www.your-site.com/agentbot/admin.php or https://cloud.board.support/)
Open your browser's settings.
Scroll down and tap Add to Home screen.
Confirm by tapping Add.
Mobile installation - iPhone or Mac - All versions
Enter in your admin area with Safari (e.g.
https://www.your-site.com/agentbot/admin.php or https://cloud.board.support/)
Press the Share button and select Add to Home Screen from the popup.
Tap Add in the top right corner to finish installing the PWA.
WordPress installation
To install the PWA on WordPress, you need to access the admin area directly by going to:
[AGENT-BOT-URL]/admin.php
Replace [AGENT-BOT-URL] with your Agent Bot URL, get it from Settings
> Miscellaneous > Agent Bot URL.
Change PWA icon and name
Download the manifest.json file here. Edit it and replace YOUR NAME with your brand name,
YOUR NAME DESCRIPTION with any text you want, and example.png with the URL
of your icon, the icon size must be 512x512px. After finishing the file edit, move it to
the Agent Bot installation folder where the admin.php file is located. Please note
that this customization is not
covered by our support. If you require assistance, you can hire us.
Keyboard shortcuts
Admin area keyboard shortcuts are enabled on both PC and MAC and work as follows:
Shortcut
Description
ENTER
or
SPACE
Confirm or close a dialog alert; the same as clicking
OK.
ESC
or
CANCEL
Decline a dialog alert and close it.
SHIFT + ENTER or
CTRL + ENTER
Add a line break to a message. This only works for the admin editor.
ESC
Close a lightbox.
CANCEL
In the admin conversations area, archive a conversation, or delete it.
CTRL + UP/DOWN ARROW
In the admin conversations area, navigate between the conversations of the
list.
CTRL + RIGHT/LEFT ARROW
In the admin users area, navigate between the users.
CTRL + V
Paste an image from the clipboard and send it as message.
CTRL + Left mouse click
To perform actions like archiving, deleting, marking as read, or marking as
unread on conversations in the admin area, press and hold the CTRL button
while selecting them from the list on the left.
Config file
The config.php file is a special file that contains the MySQL database log-in
details and other import settings. Most of the settings are generated automatically, but
some are optional. You can add the following
settings below:
Code
Description
define('SB_UPLOAD_URL', 'YOUR-URL')
Change the uploads directory (the default directory is:
/agentbot/uploads/). Enter a URL: for example,
https://your-site.com/myuplaods/. For this setting you need also to define
the SB_UPLOAD_PATH.
define('SB_UPLOAD_PATH', 'YOUR-PATH')
Change the uploads directory path (the default path is:
/agentbot/uploads/). Enter a PATH: for example, C:\xampp\htdocs\uploads.
Finding the root path of your website can be a bit tricky. You can try
copying the path displayed in your FTP client or
simply contact your web hosting provider for additional support.
$GLOBALS['SB_LOCAL_SETTINGS'] = []
Overwrite the default settings. The value is an array of keys and values,
each key is a setting, e.g. ["registration-required" => [true]]. View
an example here.
Get the settings list from resources/json/settings.json and the files
settings.json inside the app folders.
Cron Jobs
Cron jobs are executed by the first user that visit the website at any given hour of
the day.
Cron jobs are executed every 60 minutes (60 seconds for email piping), but it can
take longer, or it can take less time as well, in relation to the traffic of your
website.
Because cron jobs are initiated by users, if you have less than 1 visitor per hour
(per minute for email piping), it could take longer. As long as there is at least
one active user on the site, execution every 60 minutes (60 seconds for email
piping)
is guaranteed.
You can speed up the cron jobs execution by manually run them via
WEB API, or
PHP API.
Logs
You can enable the log file from Settings > Miscellaneous > Enable logs. This
feature is not available in the cloud
version.
The log file is saved in the Agent Bot installation directory.
The logs record the following actions of agents and administrators: message sent,
message deleted, conversation archived, conversation deleted, conversation restored,
conversation assigned to an agent, conversation assigned
to a department, user updated, user
deleted.
URL parameters
Front-end chat
URL parameters allow the chat to perform specific actions on page load. To use them,
append the URL parameters below to any URL on your website that displays the chat. Ex.
https://example.com/?conversation=1234
URL parameter
Description
?token=TOKEN
Login an existing user. Replace TOKEN with the user's token. Get it from the
user's profile box in the admin area.
?conversation=ID
Open a conversation. Replace ID with the conversation ID. The attribute
token is required for not logged in users.
?chat=open
Open the chat.
Admin area
URL parameters allow the administration area to perform specific actions on page load.
To use them, append the URL parameters below to your admin URL. Ex.
https://example.com/agentbot/admin.php?conversation=1234 or
https://cloud.board.support/?conversation=1234.
URL parameter
Description
?conversation=ID
Open a conversation of the conversations area. Replace ID with the
conversation ID.
?user=ID
Open the profile box of a user. Replace ID with the user ID.
?setting=ID
Open a setting of the settings area. Replace ID with the setting ID.
?report=ID
Open a report of the reports area. Replace ID with the report ID.
?area=name
Open an area of the admin. Replace name with: conversations, users,
settings, reports.
?login_email=email&login_password=password
Login an existing agent or user automatically. Replace email with the
account email and password with the account password.
Calendly
Follow the steps below to send a Calendly booking invitation.
To send the Calendly invitation, utilize the rich messagebutton type. Ensure to enter the
Calendly URL you copied in the previous step as the URL. Additionally,
include the success attribute to customize the message that will be sent
after the booking is successfully completed. E.g. [button
link="https://calendly.com/federicoschiocchet/sb" name="Schedule a meeting"
success="Thank you! Your meeting has been scheduled."]
Zapier
Zapier app - Cloud version only
If you are using the cloud version use
the Zapier app
Manual integration - All versions
Integrate Zapier with Agent Bot by following the steps below. Integration is based
on the Agent Bot webhooks, each webhook is a Zapier trigger, so you have 15+ Zapier
triggers available, for more details visit the
webhooks page. If you are using the PHP or WordPress
version, the manual integraton is the only available option.
Create a new integration by clicking Start a Zapier Integration, or visit https://developer.zapier.com/app/new. Fill in all required
fields, like name and description, and click Create, you can enter any text
you want, but keep the name of the app in mind because you will need it later.
From the left menu click Triggers and then Add Trigger.
Fill in all required fields, like key and description, and click Save And
Continue, you can enter any text you want.
On top click API Configuration, choose REST Hook as Trigger
Type, and click Save.
Search for your newly created app by entering the app name and click it. In
Trigger Event select your trigger and click continue.
Copy the Webhook URL, click Continue, and then enter the Agent Bot
admin area and enter it into Settings > Miscellaneous > Webhooks > URL,
activate the webhooks, save the settings and reload
Agent Bot.
Make something to trigger a webhook like sending a message, or creating a new user,
then go back to Zapier and click Test Trigger and you should see the Support
Board webhook data. Click Continue.
Click the right button Filters and set up the filter in order to trigger the
integration only if a variable exists. You need the filter because Agent Bot
will send all webhooks to all zaps. Example: if your
zap wants to integrate the messages of Agent Bot , you will need to set the
filter to continue only if the variable message exists.
Click Continue, or + and add your integration.
To use multiple zaps and webhooks you will need to update Settings >
Miscellaneous > Webhooks > URL and add the new zap IDs, separated by commas.
Example: if you have two zaps with URLs
https://hooks.zapier.com/hooks/catch/10352851/bbad21f/ and
https://hooks.zapier.com/hooks/catch/10352851/aaaa66t/, the URL must be
https://hooks.zapier.com/hooks/catch/10352851/bbad21f,aaaa66t/.
Security
Security is critical here at Agent Bot. We work with security experts who perform
periodic security audits. We continually implement the latest security technologies and
stay up-to-date on the latest security threats. Find below some of the security
measures that have been implemented in Agent Bot.
IP ban
Agent Bot permits a maximum of 10 unsuccessful login attempts within an hour. In
case the limit is exceeded by a user, admin, or agent, they will be unable to access
their account or the admin area for a period of 1 hour. This blocking mechanism is
based on the user's IP address and serves to deter brute force attacks aimed at
uncovering login credentials. If you encounter the "Too many login attempts. Please
retry again in a few hours." error, you have two options:
either wait for a few hours or make changes to the Agent Bot database by deleting
the ip-ban row from the sb_settings table.
XSS injection protection
To prevent XSS injection protection attacks, all sensitive user inputs undergo
sanitization.
Cross-Site Request Forgery (CSRF) protection
To prevent CSRF attacks, all requests are validated by checking the login cookie and the
client-side login string.
Active sessions termination on user update
Whenever the password or the details for an admin or agent is changed, all active
sessions are automatically logged out when sensitive operations are executed or after 1
hour.
AES-256-bit encryption
We use 256-bit AES encryption to encrypt sensitive data such as active session login
data.
Password by filename protection
Agent Bot ensures that all uploads are renamed with a random alphanumeric string
prepended to the original file name to prevent discovery of the URL and unauthorized
download of the uploaded file. Kindly note that, for this feature to function properly,
your server must prohibit directory listing.
MySQL encrypted connections
To configure Agent Bot and MySQL to use encrypted connections edit the Agent Bot
config.php file and add the following constants: SB_DB_CERTIFICATE_PATH,
SB_DB_CERTIFICATE_CLIENT_KEY, SB_DB_CERTIFICATE_CLIENT,
SB_DB_CERTIFICATE_CA. Enter the appropriate values for each constant. More
details here.
Create a
rich message by inserting the shortcode into the text editor of the admin
area. Customize all of the parameters with your information
and send your message.
When a
shortcode is used, the user sees the rich message (not the shortcode) and
can select or enter the required information to complete the
form submission.
Once the
rich message form has been filled out and sent by the user, a success
message is shown and the form data is saved.
