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.

• 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.

Manual sync mode

• Enable the setting AI Chatbot Support Settings > Artificial Intelligence > Google > Dialogflow Chatbot and save the changes.
• Go to console.cloud.google.com and sign in.
• 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 AI Chatbot Support> Settings > Artificial Intelligence > Google > Authorised redirect URI. Click Create.
• Copy Client ID and Client Secret and paste them into AI Chatbot Support> 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 AI Chatbot Support> 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 AI Chatbot Support> 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.

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Dialogflow

The information provided below is relevant to 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. .

Get Dialogflow CX Agent Name

• Log in to the Dialogflow CX console by going to https://dialogflow.cloud.google.com/cx/.
• 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 .
• More details at https://cloud.google.com/dialogflow/cx/docs/quick/api#detect-intent-drest.

Location

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.

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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.
• You have created your first question and answer! Test if from the right area or from the AI Chatbot Support 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:

• chatbotslife.com/dialogflow-restaurant-bot-tutorial-1-45ce1d3c0ab5.
• tutorials.botsfloor.com/building-your-own-chatbot-using-dialogflow-1b6ca92b3d3f.
• marutitech.com/build-a-chatbot-using-dialogflow/.

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Actions

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 }.

Action code	Description
{ "human-takeover": true }	Disable the chatbot for 5 minutes, notify agents, and leave the conversation marked as unread.
{ "disable-bot": true }	Disable the chatbot for 5 minutes.
{ "redirect": "URL" }	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.
{ "tags": ["Tag 1", "Tag 2"] }	Assign tags to a conversation.
{ "department": ID }	Change or set the conversation department and notify the agents.
{ "agent": ID }	Change or set the agent assigned to the conversation and notify the agent.
{ "send-email": { "recipient": "active_user", "message": "", "attachments": [] } }	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-user-details": { "email": "", "last_name": "", "first_name": "", "extra": { "phone": ["+123456789", "Phone"] }}}	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.

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Dialogflow Fulfillment

The fulfillment data sent to your webhook URL is like below:

{
	"responseId": "4a58fc4f...",
	"queryResult": {
		"queryText": "fullfilment",
		"parameters": [],
		"allRequiredParamsPresent": true,
		"fulfillmentText": "Example",
		"fulfillmentMessages": [{
			"text": {
				"text": ["Response"]
			}
		}],
		"outputContexts": [{
			"name": "projects/ ...",
			"parameters": {
				"no-input": 0,
				"no-match": 0
			}
		}],
		"intent": {
			"name": "projects/ ...",
			"displayName": "Fullfilment"
		},
		"intentDetectionConfidence": 1,
		"languageCode": "en"
	},
	"originalDetectIntentRequest": {
		"payload": {
			"support_board": {
				"conversation_id": "3002",
				"user_id": "3777"
			}
		}
	},
	"session": "projects/example/agent/sessions/3777-3002"
}

The payload and session fields contain the AI Chatbot Supportuser ID and conversation ID.

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Dialogflow Information

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 expressions 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 AI Chatbot Support 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 attachments to the message details in the following format:

[name:file-name.ext,url:URL,extension:file-extension]

Example:

[name:archive.zip,url:https://dash.aichatbot.support/archive.zip,extension:zip]
[name:license.pdf,url:https://dash.aichatbot.support/license.pdf,extension:pdf]

Chatbot attachments

To allow the chatbot to send attachments, add a Custom Payload response and insert this JSON code:

{ "attachments": [["name", "YOUR-LINK"], ["name", "YOUR-LINK"], ["name", "YOUR-LINK"]]}

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 AI Chatbot Support 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 AI Chatbot Support> 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 AI Chatbot Support 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.
• AI Chatbot Support 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, AI Chatbot Support 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.

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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.

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Automatic Translation

The automatic translation feature automatically translates user messages into agent language and agent messages into user language. To enable the language detection feature and automatic translation of agent messages to the language of the user, and user messages to the language of the agent, check the option Settings > Artificial Intelligence > Automatic translation and complete the synchronization process. The multilingual via translation feature also requires these steps.

• The Google account used for the Dialogflow synchronization must have billing and the cloud-translation service enabled, to do that follow the steps below:
• Log in to https://console.cloud.google.com with your Google account and select the project of your Dialogflow Agent.
• 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. Enable billing for the project of your Dialogflow agent.

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, 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.

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Google search

The Google search features give your chatbot the ability to search for answers on Google and your website and automatically correct misspelled user questions. To start using it, follow the steps below.

• Register at https://programmablesearchengine.google.com/.
• 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 setting Entities to exclude invalid results.
• Go to Edit search engine > Setup > Basic and copy the Search engine ID value, paste it in AI Chatbot Support.
• To get the API key visit https://developers.google.com/custom-search/v1/overview and click Get a key.

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 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.

• Log in to https://console.cloud.google.com with your Google account and select the project of your Dialogflow Agent.
• 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.
• If Google Search is active, it will have priority over OpenAI.

OpenAI

The settings below are related to the Artificial Intelligence app.

Synchronization

The settings below are related to the Artificial Intelligence app.

Synchronization

Automatic sync mode

• The automatic sync mode is ready-to-use and does not require any additional settings.
• If you want to activate the chatbot, check Settings > Artificial Intelligence > OpenAI > Chatbot (AI Chat).

Manual sync mode

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.

• Register at https://beta.openai.com/signup.
• Get an API key from https://beta.openai.com/account/api-keys and paste it into Settings > Artificial Intelligence > OpenAI > API key
• Enable the chatbot from Settings > Artificial Intelligence > OpenAI > Chatbot.

AI doesn't know how to answer

If your AI Chatbot doesn't know how to reply we recommend to set the Chatbot Mode to All Questions in Artificial Intelligence settings , and edit the prompt for optimal performance (Prompt example: Your name is AI Chatbot and you're a Customer Support AI for Company Name).. The AI will always first use your Training data to answer questions and you can remind the AI to use Training Data in your prompt (not required). Sometimes when it's too restricted, it might automatically fallback to the "I don't know" answer to reply within 2000ms instead of researching its training data when the setting is set to "Only questions from source".

Information

• If OpenAI is not working, click here.
• If you want to send only the latest user message and prevent all previous conversation messages from being sent to OpenAI, you can select the option Omit previous messages. If OpenAI is unable to reply after a few user messages, you can try checking this option and attempting again.
• 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.

Assistant

This features allow you to use your own GPTs (assistants) created at https://platform.openai.com/assistants. The assistant is used only for the chatbot, and smart replies, not for the message rewriting and other features. 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.

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.

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. AI Chatbot Support 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.

If you choose to activate the human takeover feature, you need to include a particular phrase in your query to prompt OpenAI to respond with I don't know if it is unable to provide an answer to the user's question. For example you can use: Respond "I don't know", if not sure about the answer.

Spelling correction

This feature automatically fix any spelling mistakes in the agent's message.

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.

OpenAI parameters

AI Chatbot Support 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.

The Logit bias parameter must be JSON string and the keys must be strings, for example: {"2435":-100, "640":-100}.

Generate user expressions - Option

When this option is active, OpenAI will generate new user expressions in real time when you open the chatbot training window.

Generate user expressions - Button

When you click the button Generate user expressions, openAI will update your Dialogflow agent and generate new user expressions for each Intent.

• 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 or PDF documents. Once the training is successfully completed, the chatbot will be able to answer questions related to your contents.

• To initiate the chatbot training, input the URL of your content in Settings > Artificial Intelligence > Open AI - Training Sources. It is possible to enter URLs for websites, text or PDF files, or XML sitemaps. PDF and text files can also be uploaded from Settings > Artificial Intelligence > OpenAI - Training Sources - PDF and Text Files.
• Once the sources are set, click the Train your chatbot button and await completion of the training process.
• You can add and manage personalized question and answers from Settings > Artificial Intelligence > OpenAI - Questions and answers and from the chatbot training window.

Information

• It is only possible to upload files in PDF and TXT formats.
• 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 Settings > Artificial Intelligence > OpenAI - Training sources.
• You can upload large files and your XML sitemap with a service like https://tmpfiles.org.
• If you are training OpenAI with a multi-language website, you can limit the chatbot to retrieve answers only from the pages in the user's language. To activate this feature, go to Settings > Artificial Intelligence > OpenAI > Multilingual Training Sources. For AI Chatbot Support to comprehend the language of your web pages, the <html> must contain the attribute lang.
• As soon as the training is completed, the uploaded files are removed. Every time you need to retrain the chatbot, you are required to upload all the necessary documents for its training once again.
• 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.
• The AI Chatbot Support articles are used as training sources automatically.
• There are character limits for training the chatbot. 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.
• The responses generated by OpenAI have the feature to include in the reply a link to the corresponding website page where the answer was sourced.
• Click Delete training to remove all previous training data for the chatbot.
• The embeddings are stored as JSON files in the AI Chatbot Supportuploads folder and are secured using the password-by-filename approach.

ARTIFICIAL INTELLIGENCE

The settings below are related to the Artificial Intelligence app.

Human Takeover

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 OpenAI chatbot is disabled for 10 days, and it will continue to remain inactive even if the agent is offline.
• The chatbot is fully activated again when 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, and without an answer from the chatbot, 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.
• The follow-up message, offline message, and subscribe message are activated.
• If the queue is active, the queue 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 not compatible with the gpt-3.5-turbo-instruct model.

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

AI Chatbot Support 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.
• Keep improviding the chatbot from the chatbot training window.
• Activate Artificial Intelligence > Smart Reply. More details here.
• Activate the following OpenAI settings: Chatbot, Spelling Correction, Dialogflow spelling correction, Rewrite Message Button, and Generate User Expressions. 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 Settings > Artificial Intelligence > OpenAI - 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 AI Chatbot Support chat, and an error should appear in the console. On Chrome you can open the console from Settings > More tools > Developer tools > Console.

OpenAI and Google

• There is a human takeover.

OpenAI

• Make sure to check the option Settings > Artificial Intelligence > OpenAI > Chatbot (AI Chat).
• You reached the quote limit or you are encountering billing problems with your OpenAI account. Check it at https://platform.openai.com/account/usage.
• 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.
• Make sure to read the general information.
• 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.
Make a test with the model gpt-3.5-turbo-instruct.
• Delete all of your OpenAI settings, leave only the OpenAI key and try again.
• Try to use the OpenAI assistant instead.
• 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

• 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 via e-mail.
• You selected the wrong agent location.
• Make sure are not using a mega agent.
• Make sure to read the general information.

WordPress

The settings below are related to the WordPress version of AI Chatbot Support.

User synchronization

WordPress users can be automatically synchronized with AI Chatbot Support 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 AI Chatbot Support 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 AI Chatbot Support login, the user is automatically logged in WordPress as well.

• To create a WordPress user when a visitor register to AI Chatbot Support 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 automtically.

More information

Direct access and PWA

You can access the admin area directly without going through WordPress by navigating to /wp-content/plugins/dash.aichatbot.support/dash.aichatbot.support/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 AI Chatbot Support, logout from WordPress from the admin area of AI Chatbot Support, 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 emiji with the WordPress ones Enter the code below in the file functions.php of your theme.

function disable_emojis() {
     remove_action("wp_head", "print_emoji_detection_script", 7);
     remove_action("admin_print_scripts", "'print_emoji_detection_script");
     remove_action("wp_print_styles", "print_emoji_styles");
     remove_action("admin_print_styles", "print_emoji_styles");
}
add_action("init", "disable_emojis");

WordPress Multisite

If you have multisite installation, you must install AI Chatbot Support in the main website.

WordPress Multilingual

If you want the chat to use the same language as the pages on your website, disable the Chat > Automatically translate option

WooCommerce

The settings below are related to the WooCommerce App for the WordPress version of AI Chatbot Support.

Dialogflow

Introduction

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.

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 }.

{ "woocommerce-update-cart": [ "cart-add", "PRODUCT-NAME-OR-ID" ] }

{ "woocommerce-update-cart": [ "cart-remove", "PRODUCT-NAME-OR-ID" ] }

{ "woocommerce-checkout": true }

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.
• The multilingual feature for the WooCommerce products attributes requires the WooCommerce Multilingual Plugin if you're using WPML, or Polylang for WooCommerce Plugin if you're using Polylang.

More information

• 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 min 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.

{product_images}

{shipping_location_check}

{product_attribute_terms}

{product_attribute_name}

{category_link}

{tag_link}

{product_name}

{product_image}

{product_price}

{product_description}

{product_rating}

{product_link}

{shipping_locations}

{shop_link}

{cart_link}

{cart}

{order_status}

{order_details)

{product_card}

{products_slider}

{payment_methods}

{coupon}

{product_names}

{discount_price}

{original_price}

{carts}

{purchase_button}

{html_product_card}

{html_products_list} 

Rich Messages

[woocommerce-button name="" ids="" coupon="" checkout="true"]

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, a new AI Chatbot Support user with the details provided in the checkout form is automatically created.
• 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 setting Ticket products selector > Exclude products 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.

Use the plugin https://wordpress.org/plugins/facebook-for-woocommerce/ to automatically synchronize the WooCommerce products with the WhatsApp shop products.

Tickets

The settings below are related to the Tickets App.

Installation and usage

PHP installation

To display the tickets area include the following script into your page.

• 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.

Tickets

To display the tickets area include the cloud chat script into your page and add the attribute &mode=tickets to the script URL, e.g. <script id="chat-init" src="https://dash.aichatbot.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.
• Tickets are the same of chat conversations and messages, the only difference from the chat is the front-end panel.
• 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

The settings below are related to the WhatsApp app.

Installation

WhatsApp Cloud API Setup - 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 select the Business Account used for WhatsApp.
• In AI Chatbot Support > 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 AI Chatbot Support > Settings > WhatsApp > Cloud API > Configuration URL. In Verify token enter the secret key you previously entered in AI Chatbot Support. 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 AI Chatbot Support > 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 AI Chatbot Support. To reply to the test number from AI Chatbot Support, copy the "Temporary access token" and paste it in AI Chatbot Support > 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 AI Chatbot Support > 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 AI Chatbot Support > 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 AI Chatbot Support > 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 AI Chatbot Support, it will no longer be usable with your WhatsApp Business app, and you will need to migrate it following these instructions.

360dialog Account Setup

• Go to https://www.360dialog.com/ and create a new account.
• Enter your dashboard and from Left menu > WhatsApp Accounts generate the API key and copy and paste it in AI Chatbot Support> Settings > WhatsApp > 360dialog settings.
• Click AI Chatbot Support> Settings > WhatsApp > 360dialog settings > Synchronize now.
• Done! AI Chatbot Support should start receiving the WhatsApp messages sent to your number, and you can reply to those messages from AI Chatbot Support.
• Note that you can also use the free sandbox account for testing, more details at https://docs.360dialog.com/whatsapp-api/whatsapp-api/sandbox. The sandbox account has limitations and some features, such as media attachments, will not work.

Twilio Account Setup

• Go to https://www.twilio.com and create a new account.
• Verify your phone number.
• 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 AI Chatbot Support> 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 AI Chatbot Support. 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 AI Chatbot Support, get it from AI Chatbot Support> 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! AI Chatbot Support should start receiving the WhatsApp messages sent to the sandbox account, and you can reply to those messages from the AI Chatbot Support.
• To publicly use the WhatsApp integration with your customers you need to update your account and enable billing, you can do that here. After that you will need to 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.

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 AI Chatbot Support API and Webhooks. For more details, visit https://aichatbot.support/docs/api/web 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. If you wish, you have the option to hire us; however, we are available only for developing a basic integration that enables two-way text messaging and attachments.

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 message templates you have to add a payment method to your WhatsApp Business Account. You can do it from https://business.facebook.com/billing_hub/.

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 parameters and Body parameters enter the supported merge fields separated by commas, e.g. {recipient_name}, {conversation_url_parameter}. 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.

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 AI Chatbot Support 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.
• For more details click here.

Twilio

Enter the template code into AI Chatbot Support> Settings > WhatsApp > Template fallback If you're using the Twilio sandbox for testing you can use pre-approved templates like Your {{1}} code is {{2}}, you can replace the variables with the AI Chatbot Support ones like {recipient_name}, for example, Your {recipient_name} code is {recipient_email}. More details here.

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 supported merge fields separated by commas, example: {recipient_name}, {conversation_url_parameter}. 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.
• AI Chatbot Support 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 shop

To displays the products of your shop use the merge fields below.

• 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().
• To connect the shop to WooCommerce click here.

More information

• 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 AI Chatbot Support 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 routing and queue.
• 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 delay setting is ignored, the message is sent instantly.
• 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.

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.
• Register at https://developers.zalo.me/ and create a new App. Enter the required information and save.
• Copy the Application ID and Application secret key from the app you just created and paste them into AI Chatbot Support > Settings > Synchronization > Zalo.
• From the left menu click Webhooks and set the URL, get the URL from AI Chatbot Support > Settings > Zalo > Synchronization > Webhook URL.
• From the left menu click Webhooks copy OA Secret Key and paste it into AI Chatbot Support > 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 AI Chatbot Support > 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 AI Chatbot Support.

More information

• You need a Zalo Official Account to use this integration. AI Chatbot Support will receive messages sent to your Zalo Official Account.
• The slider rich message only send the first element to Zalo.
• AI Chatbot Support 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.

Messenger

The settings below are related to the Messenger app.

Installation

• From Settings > Apps, click Messenger and activate the app. More details here.

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 AI Chatbot Support 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 AI Chatbot Support 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 AI Chatbot Support installations or AI Chatbot Support Cloud accounts that are both synchronized with the same Instagram account. To resolve this, access the second AI Chatbot Support 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 AI Chatbot Support user has only 1 Facebook conversation and 1 Instagram conversation.
• AI Chatbot Support 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 AI Chatbot Support. 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 AI Chatbot Support 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

The settings below are related to the Twitter app.

Installation

• Register at https://developer.twitter.com. Make sure to verify your phone at https://twitter.com/settings/phone or the registration will fail.
• 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 AI Chatbot Support> 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(AI Chatbot Support) and to reply to them directly from AI Chatbot Support, details at https://dash.aichatbot.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 AI Chatbot Support> 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 AI Chatbot Support> Settings > Twitter.
• Enter your Twitter profile username in AI Chatbot Support> 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/dash.aichatbot.support1.
• Save the AI Chatbot Support settings and click the button AI Chatbot Support> Settings > Twitter > Subscribe and you're done. All messages sent to your Twitter account will be received by AI Chatbot Support.

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 AI Chatbot Support 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.

Google Business Messages

The settings below are related to the Google Business Messages app.

Installation

• In AI Chatbot Support> Settings > Business Messages > Synchronization > Client token enter a random string and save.
• Open the Business Communications Console (https://business-communications.cloud.google.com) and sign in with your Business Messages Google account.
• Click Partner account settings on top.
• Configure the Webhook by entering the Webhook URL and the Client token and save the changes, get the values from AI Chatbot Support> Settings > Business Messages > Synchronization.
• Enter back into the Business Communications Console (https://business-communications.cloud.google.com) and open your partner account.
• Click Service account from the left menu and create a new key, download the key and open it with a text editor such as Notepad, copy private_key, client_email, and paste the values in AI Chatbot Support> Settings > Business Messages > Synchronization.
• To test your agent visit https://business-communications.cloud.google.com/console, click your brand to enter your brand Overview area, under Agent information > Agent test URLs click on the button suitable for your mobile device and open the link from your mobile device.
• To create a live agent for a real location on Google Maps, open your partner account, create a new agent, add Google Maps locations from Left menu > Locations, complete all other information prompts and then verify and launch the agent from Left menu > Verify and Left menu > Launch.

More information

• The values of chips, buttons and select rich messages must have a maximum of 25 characters, and the maximum 13 values are allowed.
• Avatar image must be a JPG image of 1024x1024px with a maximum size of 50KB.
• Get the Place ID of your locations from the Locations page of the Business Communications Console.
• 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

The settings below are related to the Telegram app.

Installation

• Go here: https://t.me/botfather.
• 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 AI Chatbot Support> 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 AI Chatbot Support.

More information

• AI Chatbot Support 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 routing and queue.
• 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 delay setting is ignored, the message is sent instantly.
• The offline message is supported, but the timetable is not sent.
• You can verify the webhook status from https://api.telegram.org/bot><your_bot_token>/getWebhookInfo. Replace <your_bot_token> with your token.

Viber

The settings below are related to the Viber app.

Installation

• Create the bot at https://partners.viber.com/account/create-bot-account.
• Copy the token and paste it into AI Chatbot Support> 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 AI Chatbot Support.

More information

• AI Chatbot Support 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 routing and queue.
• 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 delay setting is ignored, the message is sent instantly.
• The offline message is supported, but the timetable is not sent.

Slack

The settings below are related to the Slack App.

Synchronization

To sync Slack click the button Synchronize now of the Settings > Slack area 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:

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.

Departments linking

If the setting Settngs > Slack > Departments linking is active, when a conversation in the AI Chatbot Support 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 setting Settings > Slack > User fields 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 notifcations 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 AI Chatbot Support, 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.

Zendesk

The settings below are related to the Zendesk App.

Installation

• 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://dash.aichatbot.support.zendesk.com/agent/get-started/ticketing-system/ticketing-intro is dash.aichatbot.support.
• 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 AI Chatbot Support are automatically synchronized when new messages are sent and received in AI Chatbot Support, and they are linked to an existing Zendesk user if any, otherwise a new Zendesk user is created.
• AI Chatbot Support links Zendesk users to AI Chatbot Support users via email or phone number.

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 AI Chatbot Support App.

App installation

• Go to Settings > Whmcs and enter the database information and the WHMCS URL.

WHMCS add-on installation

• Enter the folder dash.aichatbot.support inside the addon.zip (download it here) file into the /modules/addons/ directory of your WHMCS installation.
• Go to Configuration > System Settings > Addon Modules, find the AI Chatbot Support module, and click Activate. More details at https://docs.whmcs.com/Addon_Modules_Management#Installing_An_Addon
• Click the Configure button and enter the AI Chatbot Support plugin URL.

How to update

Updating the WHMCS App in AI Chatbot Support 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://aichatbot.support/docs/files/whmcs/addon.zip and manually replace the /modules/addons/dash.aichatbot.support/ 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 dash.aichatbot.support/config.php use the correct WHMCS database details. Updating the details in AI Chatbot Support will not update the details in the config.php file.

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.

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

The settings below are related to the Ultimate Membership Pro app.

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/dash.aichatbot.support/dash.aichatbot.support/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

The settings below are related to the ARMember app.

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

The settings below are related to the Active eCommerce app.

Installation

The process requires two installations, one is the AI Chatbot Support App, and one is the installation in Active eCommerce.

App installation

• 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 dash.aichatbot.support/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 AI Chatbot Support installation, get it from Settings > Miscellaneous > AI Chatbot Support URL.

<script src="https://[YOUR-SITE]/js/min/jquery.min.js"></script>
<script id="sbinit" src="https://[YOUR-SITE]/js/main.js"></script>
@php
$sb_code = '';
$sb_cart = false;
if (Auth::check() && !isAdmin()) $sb_code = 'var SB_AECOMMERCE_ACTIVE_USER = '. Auth::user()->id. ';';
if (isset($detailedProduct)) $sb_code.= 'var SB_DEFAULT_AGENT = "aecommerce-'. $detailedProduct->user->id. '";';
if (auth()->user() != null) $sb_cart = \App\Models\Cart::where('user_id', Auth::user()->id)->get(); else { $temp_user_id = Session()->get('temp_user_id'); if ($temp_user_id) { $sb_cart = \App\Models\Cart::where('temp_user_id', $temp_user_id)->get(); }}
if ($sb_cart && count($sb_cart) > 0) { $sb_code.= 'var SB_AECOMMERCE_CART = ['; foreach ($sb_cart as $key => $item) { $sb_code.= '["'. $item['product_id']. '", "'. $item['price']. '", "'. $item['quantity']. '"],'; } $sb_code = substr($sb_code, 0, -1). '];'; }
if ($sb_code != '') echo '<script>'. $sb_code. '</script>';
@endphp

How to update

Updating the Active eCommerce App in AI Chatbot Support 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 AI Chatbot Support and can log in to the admin area.

Admins can always see the conversations of all agents(sellers).

Martfury

The settings below are related to the Martfury app.

Installation

• 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 AI Chatbot Support 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 dash.aichatbot.support/config.php use the correct Martfury database details.

How to update

Updating the Martfury App in AI Chatbot Support 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

The settings below are related to the LINE app.

Installation

• Login at https://developers.line.biz/console/ or create a new account.
• 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 AI Chatbot Support> Settings > Line > Synchronization > Channel secret.
• From the channel Messaging API area generate a Channel access token (long-lived), copy it and paste it into AI Chatbot Support> Settings > Line > Synchronization > Access token.
• Enter your Webhook URL into Webhook URL and click Verify. Get the Webhook URL from AI Chatbot Support> 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 AI Chatbot Support.

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.
• AI Chatbot Support 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 routing and queue.
• 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 delay setting is ignored, the message is sent instantly.
• The offline message is supported, but the timetable is not sent.

WeChat

The settings below are related to the WeChat app.

Installation

• Visit https://mp.weixin.qq.com/cgi-bin/readtemplate?t=register/step1_tmpl&lang=en_US and register a Service account.
• 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 AI Chatbot Support> 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 AI Chatbot Support> Settings > WeChat > Synchronization > Get configuration URL. In Token insert any value you want, the same value must be entered in AI Chatbot Support> Settings > WeChat > Token.
• You're done. All messages sent to your WeChat account will appear in the conversation admin area of AI Chatbot Support.

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 AI Chatbot Support.
• Links are not supported in WeChat, they are converted to texts.
• AI Chatbot Support 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 routing and queue.
• 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 delay setting is ignored, the message is sent instantly.
• The offline message is supported, but the timetable is not sent.

Miscellaneous

This section contains help for other features not listed above.

Progressive Web App

The AI Chatbot Support 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.

Desktop installation

Enter in your admin area (e.g. https://dash.aichatbot.support/admin.php), and click the + icon on the top right of the URL bar of your Chrome browser.

Mobile installation - Android and Windows - All versions

• Enter your admin or dashboard area with Google Chrome (https://dash.aichatbot.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 or dashboard area with Safari (https://dash.aichatbot.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.

Keyboard shortcuts

Admin area keyboard shortcuts are enabled on both PC and MAC and work as follows:

ENTER

SPACE

ESC

CANCEL

CTRL + ENTER

ESC

CANCEL

CTRL + UP/DOWN ARROW

CTRL + RIGHT/LEFT ARROW

CTRL + V

CTRL + Left mouse click

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, 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 minute, it could take longer. As long as there is at least one active user on the site, execution every minute is guaranteed.
• You can speed up the cron jobs execution by manually run them via WEB API, or PHP API.

Logs

• The log file is saved in the AI Chatbot Support 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

?token=TOKEN

?conversation=ID

?chat=open

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://dash.aichatbot.support/admin.php?conversation=1234

?conversation=ID

?user=ID

?setting=ID

?report=ID

?area=name

Calendly

Follow the steps below to send a Calendly booking invitation.

• Create an event type from https://calendly.com/event_types/user/me.
• Click share and copy the URL.
• To send the Calendly invitation, utilize the rich message button 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/url" name="Schedule a meeting" success="Thank you! Your meeting has been scheduled."]

Zapier

Integrate Zapier with AI Chatbot Support by following the steps below. Integration is based on the AI Chatbot Support webhooks, each webhook is a Zapier trigger, so you have 15+ Zapier triggers available, for more details visit the webhooks page.

• Go to https://developer.zapier.com/ and login, or register a new account.
• 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.
• Go back to the Settings area of the trigger, or go to https://zapier.com/app/zaps, and click Create a Zap.
• 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 AI Chatbot Support admin area and enter it into Settings > Miscellaneous > Webhooks > URL, activate the webhooks, save the settings and reload AI Chatbot Support.
• 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 AI Chatbot Support 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 AI Chatbot Support will send all webhooks to all zaps. Example: if your zap wants to integrate the messages of AI Chatbot Support, 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/.

More Information

• Welcome messages are not sent to slack and conversations containing only the welcome message (and no response) are automatically archived.
• Follow-up messages are sent a maximum of once every 24 hours.
• A popup message is always shown default, until the user manually closes it; then it stays closed.
• The Users and Conversations sections in the AI Chatbot Support admin area use auto-pagination on scroll, which is limited to 100 results per scroll.
• The privacy message is not shown if the Require registration option has been enabled.