Chatbot settings

The Chatbot settings page allows you to adjust settings such as your chatbot's name, avatar, and confidence level.

General settings

On the chatbot settings page, it is possible to adjust settings like chatbot name, the chatbot avatar, and your chatbot's confidence level.

  • To change your chatbot avatar, click Upload and select a new image.
  • To change your chatbot name, enter a new name in Chatbot name.
  • The description is only used for internal purposes. It’s displayed on the Spotler AIgent dashboard. Use it to make your chatbot recognizable for your chatbot team.

Confidence level settings

Knowledge items are not matched through intents and Natural Language Processing. Instead, matching is done on a combination of the title and the keywords of a knowledge item.

Tuning the confidence threshold

The confidence threshold is the degree of confidence that your bot has in whether the user question matches a knowledge item. The higher the confidence level, the narrower your results will be.

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If you want to increase the chance of a user question being matched with a knowledge item, you can adjust the confidence threshold of the knowledge base.

When you set the confidence threshold to 0.99, the user needs to type the exact title of a knowledge item for it to be returned by your chatbot. Even leaving out a question mark or letter would already result in a non-match.

When your user talks to your bot, each utterance is compared to the intents that are available. In this process, your bot calculates a confidence score, which indicates how certain the bot is that an utterance matches the correct intent. The confidence score can range from 0 to 1. The higher the score, the more confident the bot is in the match.

The confidence level is a threshold value that determines the lowest acceptable confidence score that will still match an utterance to an intent. For example, if you set the confidence level to 0.70, an utterance will only trigger an intent if the confidence score is 0.70 or higher. Any utterance with a matching score below this threshold will trigger a No response.

If you find that user utterances are not being matched to intents, even though the intents are present, the confidence level might be too high. Conversely, if user utterances are frequently matched to intents, but those intents are incorrect, the confidence level might be too low. Knowledge items have their own confidence thresholds, so you may also need to adjust them individually.

Please note

To get your changes to the Chatbot avatar or Confidence level live, you need to deploy your chatbot!

Delete your chatbot

To delete your entire chatbot, click Delete at the bottom of the Settings window. This will show you an extra warning.

If you also want to delete your knowledge base, select Clear knowledgebase.

Please note

If you delete the knowledge base, you delete it for all chatbots that make use of this knowledge base.

Click Delete

Channel settings

The default channel for your chatbot is webchat (through the web widget). When you have the Spotler Engage integration activated, you can select the different channels on which your chatbot is active.

For more information on connecting to Spotler Engage, please see the article.

Dialog Default Value

The Dialog default value section on the chatbot’s Settings page allows you to customize key aspects of the conversation experience for your end-users.

Interactive Turns

The Interactive Turns section provides options for configuring how message cropping may occur. This setting offers three cropping methods to handle longer text:

  • End with ...
  • Omit the last word
  • Cut mid-word

Good to know:

  • If omit the last word is chosen, and the word is longer than the expected characters, it cannot be omitted. Therefore, the automatic cropping will use the end with ... method instead.

Will a Cropping Occur on an Interactive Turn on Your Chatbot?

  • Webchat/Livechat: There will be no automatic cropping on this channel. It is recommended to keep the maximum number of buttons to 10 with 15 characters. If there are more options, we advise using a list (Picker node).
  • WhatsApp: ⚠️ This channel may be affected by automatic cropping. If you are using buttons and lists via WhatsApp (available on request), it is important to know that WhatsApp has strict rules regarding the display of options:
    • Up to 3 options appear as buttons with a 20-character limit.
    • Between 4 to 10 options display as a list with a 24-character limit.
    • The message cannot be processed if there are more than 10 options. In this scenario, if buttons and lists are enabled, the message will be cropped to match the expected restriction applied by WhatsApp. The goal is to ensure that all messages are sent to the end-users, so the options you choose will influence how those options are presented on WhatsApp.
  • Facebook: This channel does not support interactive turns.
  • X (Twitter): This channel does not support interactive turns.

Deploying your chatbot 

After you have personalized your chat widget you will want to deploy it. Read more in this article