Chatbot Management

Overview

A chatbot is the core unit of the platform. Think of it as your virtual team member — it has its own knowledge base, conversation history, connected platforms, and customer records.

Each chatbot you create is fully independent:

• Its own set of uploaded documents and knowledge
• Its own conversation and customer history
• Its own platform connections (Telegram, Zalo, Facebook, etc.)
• Its own settings, personality, and behavior rules

Your subscription plan determines how many chatbots you can run at the same time. If you need more, simply upgrade your plan.

Creating a Chatbot

Manual Creation

The quickest way to get started:

1. From the dashboard, click New Chatbot.
2. Enter a name (required) — this is what appears in your dashboard and to users.
3. Optionally add a description to remind yourself (and your users) what this bot is for.
4. Click Create.

You can fill in the rest of the settings at any time after creation.

AI-Assisted Creation

Not sure where to start? Let AI do the heavy lifting:

1. Click the AI Generate button on the new chatbot screen.
2. Fill in a few details about your business:
   • Business name
   • What your business does
   • Your target audience
   • Preferred tone (e.g., friendly, formal, casual)
3. Click Generate — the AI will produce a complete chatbot setup: name, description, and system prompt.
4. Review and edit anything you'd like to change before saving.

Tip: AI-assisted creation is a great starting point even if you plan to customize heavily. It saves time on the first draft.

Generate Soul (Personality)

Already have a chatbot but want to refine its personality? Use Generate Soul:

1. Open your existing chatbot's settings.
2. Click the Generate Soul button.
3. Enter a short description of the personality you want (e.g., "warm, empathetic support agent who speaks like a friend").
4. The AI will write a tailored system prompt focused on personality and tone.

This is ideal when your chatbot answers correctly but feels robotic or off-brand.

Chatbot Settings

Basic Information

System Prompt

The system prompt is the core instruction set that defines how your chatbot thinks and responds. It's the most important setting to get right.

You can write it in two modes:

Basic Mode — fill in structured fields:

• Role: describe what the bot is (e.g., "customer support agent for XYZ Store")
• Language: Vietnamese, English, or any language your customers use
• Tone: formal, friendly, professional, playful, etc.
• Restrictions: things the bot should never do or discuss

Advanced Mode — write the raw system prompt yourself, with full control over every instruction.

Tip: Start with Basic mode. Switch to Advanced only if you need very specific behavior that the structured fields can't capture.

A good system prompt is clear, specific, and gives the bot a defined role. Avoid vague instructions like "be helpful" — instead, say "you are a support agent for XYZ Store, helping customers track orders and answer product questions in Vietnamese."

Response Settings

Temperature (0.0 – 1.0)

Controls how creative or predictable the chatbot's responses are.

Relevance Threshold (0.0 – 1.0)

Controls how closely a knowledge article must match a question before the chatbot uses it.

• Lower threshold: the bot draws from more knowledge chunks, including loosely related ones — useful if your content is broad
• Higher threshold: the bot only uses closely matching content — more precise, but may miss some relevant context

Tip: Start at 0.7 and adjust from there. If the bot gives incomplete answers, lower it slightly. If it starts pulling in unrelated information, raise it.

Message Limits

If you run multiple chatbots and want to control how much of your plan's quota each one uses, set per-chatbot limits:

• Max messages per month: caps the total messages this chatbot can handle (leave empty to use the full plan limit)
• Max conversations per month: caps the number of new conversations this chatbot can start

This is especially useful if you have one high-traffic chatbot and others that should stay within a budget.

Features

Some features must be explicitly enabled per chatbot, and some require a higher plan:

Managing Your Chatbots

The Chatbot List

The dashboard shows all your chatbots at a glance, with 30-day stats for:

• Total messages handled
• Conversations started
• Customers tracked
• Active platform connections
• Resolution rate
• Average messages per conversation

Click any chatbot to open its settings and details.

Chatbot Status vs. Plan Status

These are two separate things:

• Status (Private / Public): you control this. Private means only you can test it; Public means it's live for users.
• Plan-disabled: if your plan is downgraded and you have more chatbots than your new plan allows, the extra ones are automatically disabled. They stop responding until you either upgrade your plan or delete other chatbots to free up a slot.

Updating Settings

You can update any setting at any time. A few things to keep in mind:

• Changes to the system prompt take effect at the start of the next conversation — they don't apply mid-conversation.
• Changes to temperature and relevance threshold take effect immediately on the next message.
• Avatar and color changes appear instantly in the widget.

Deleting a Chatbot

Warning: Deletion is permanent and cannot be undone. There is no way to recover a deleted chatbot's data.

Deleting a chatbot removes everything associated with it:

• All conversations and messages
• All customer profiles and notes
• All platform connections (Telegram, Zalo, Facebook, etc.)
• All intent configurations
• The entire knowledge base (uploaded documents)
• All API tokens for this chatbot

To delete: open the chatbot's settings page → scroll to the bottom → click Delete → confirm the action.

Live Chat Dashboard

The Live Chat Dashboard lets you monitor and respond to customer conversations in real time, directly from the chatbot detail page. Instead of waiting for AI to handle everything, you can step in when it matters — switching between AI and manual mode on a per-conversation basis.

What You Can Do

• View conversations live — new messages appear instantly via WebSocket, no page refresh needed
• Toggle AI handling — switch any conversation between AI mode (chatbot responds automatically) and manual mode (you respond yourself)
• Reply manually — type a response and send it directly to the customer on whichever platform they are using (Website, Telegram, Zalo, or Facebook) — no need to switch apps
• Mark as read or unread — keep track of which conversations need your attention
• Filter and search — narrow down conversations by read/unread status, or search by message content and customer information
• Sound notifications — a notification sound plays when new customer messages arrive, so you never miss an incoming conversation

How to Use the Live Chat

1. Open a chatbot from your dashboard and go to the Conversations tab — this is the live chat dashboard.
2. The sidebar on the left shows all conversations, sorted by most recent activity.
3. Click any conversation to open the chat panel on the right.
4. At the top of the chat panel, use the AI toggle to switch between AI and manual mode.
5. When in manual mode, type your reply in the input box at the bottom and press Send.

Your reply is automatically delivered to the customer on whatever platform they are using. If they started the conversation on Telegram, your reply goes to Telegram. If they are using the website widget, it appears in their chat window. You do not need to log in to each platform separately.

Tip: Use AI mode as the default and switch to manual only when you want to handle a specific conversation personally — for example, a high-value lead or a sensitive customer issue.

Chat Flow Builder

The Chat Flow tab provides a visual overview of your chatbot's architecture. It displays your chatbot as an interactive node diagram, showing how platforms, intents, and knowledge sources are connected.

• Platform nodes — show which messaging platforms are connected to your chatbot
• Intent nodes — show your configured intents and their associated actions
• Knowledge node — shows the knowledge base connection
• Nodes appear grayed out if the feature is not available on your current plan, so you can see at a glance what is active and what requires an upgrade
• You can add new platform connections directly from the flow builder using the + button

Auto-Detected Schema

As users interact with your chatbot, the platform quietly works in the background to detect recurring topics, product names, and patterns in conversations.

You can view the detected schema under Settings → Schema. It's used to suggest intent detection configurations and help you understand what your customers are asking about most.

No action is required — it builds automatically over time as conversations happen.

Tips for a Great Chatbot

• Be specific in your system prompt. The more clearly you define the bot's role and limits, the better it performs.
• Add knowledge documents before going live. An empty knowledge base means the bot relies on general AI knowledge, which may not match your business.
• Test in Private mode first. Spend time chatting with your bot yourself before flipping it to Public.
• Start with a lower temperature (around 0.3) for support bots, and raise it gradually if answers feel too rigid.
• Use intent detection to automate follow-ups — for example, when a user shows interest in a product, trigger a notification to your sales team.
• Check your stats regularly. High conversation drop-off rates may signal that the bot isn't understanding your customers — a prompt adjustment often helps.