[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:104:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":60,"relatedArticles":63,"relatedTagsArticles":86},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":51,"isCommentDisabled":32,"isDraft":43,"isPromoted":19,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":52,"createdBy":40,"updatedAt":53,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":54},104,9,"Configuring your Chatbot","\u003Ch1>How the chatbot works\u003C\u002Fh1>\u003Cp>The Pleased chatbot is the conversational front door on your website. A customer opens the chat widget, browses or asks a question, and is either answered from your knowledge base or handed to a live agent, a voice call or a support request.\u003C\u002Fp>\u003Cp>This article explains the path a customer takes, and the settings that control it. Chatbot settings are held \u003Cstrong>per brand\u003C\u002Fstrong> and, where you use more than one language, per language. Appearance is covered separately in (Customising your chatbot to be linked) Installing the widget is covered in (TBC)\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>The \u003Cstrong>Chat Bot Edit\u003C\u002Fstrong> permission.\u003C\u002Fli>\u003Cli>At least one brand configured\u003C\u002Fli>\u003Cli>Published knowledge base articles if you want the bot to answer from your own content.\u003C\u002Fli>\u003Cli>The chat widget installed on your site, otherwise customers never reach the bot. See \u003Ca href=\"https:\u002F\u002Fsupport.pleased.com\u002Fknowledge-base\u002Farticle\u002F70?brandId=1&category=3\" rel=\"noopener noreferrer\" target=\"_blank\">Setting up the chat widget\u003C\u002Fa>.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>How a conversation runs\u003C\u002Fh2>\u003Cp>When a customer opens the widget, Pleased picks the first matching path, in this order:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>An open live chat is resumed\u003C\u002Fstrong> if they already have one.\u003C\u002Fli>\u003Cli>\u003Cstrong>The normal landing, \u003C\u002Fstrong>including categories and articles.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>From there the customer typically:\u003C\u002Fp>\u003Col>\u003Cli>Sees your \u003Cstrong>welcome message\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Browses \u003Cstrong>categories, sections and articles\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Reaches a \u003Cstrong>connect\u003C\u002Fstrong> step if the article cannot resolve the issue. These connection options include, live chat, a voice call or an open request, depending on what you enabled and what is available at that moment.\u003C\u002Fli>\u003Cli class=\"ql-indent-1\">Options that are unavailable at the time, for example voice with nobody online, are simply not shown.\u003C\u002Fli>\u003Cli>Ends the conversation. A \u003Cstrong>CSAT survey\u003C\u002Fstrong> is then offered to a user as long as the conversation is not abandoned.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>How to configure the chatbot\u003C\u002Fh2>\u003Ch2>Step 1 — Open the chatbot configuration\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>Chat\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Under \u003Cstrong>Chat settings \u003C\u002Fstrong>and select \u003Cstrong>Chatbot\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Choose the brand you are configuring.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The left-hand tree is your knowledge base for that brand. Select the brand itself to edit brand-wide settings, or a category, section or article to edit that item.\u003C\u002Fp>\u003Ch2>Step 2 — Configure the brand\u003C\u002Fh2>\u003Cp>Select the brand (the \u003Cstrong>Chatbot Welcome Message\u003C\u002Fstrong> item) to set behaviour that applies across the widget.\u003C\u002Fp>\u003Cp>Settings & configs:\u003C\u002Fp>\u003Cp>\u003Cstrong>Display this option to End User\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Shows or hides the welcome message when the widget opens\u003C\u002Fp>\u003Cp>\u003Cstrong>Define Welcome Message\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The first text the customer sees. Keep it short. If you leave it empty, Pleased uses a default greeting\u003C\u002Fp>\u003Ch2>Step 3 — Configure categories, sections and articles\u003C\u002Fh2>\u003Cp>Select an item in the tree. Settings cascade downward: a category's connect options apply to its sections and articles unless you override them.\u003C\u002Fp>\u003Ch3>Shared settings\u003C\u002Fh3>\u003Cp>\u003Cstrong>Display this option to End User\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Shows or hides this category, section or article in the widget\u003C\u002Fp>\u003Cp>\u003Cstrong>Do you want to override parent's settings?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>On a section or article, lets you change connect behaviour independently of the parent. Parent settings are copied downstream until you override\u003C\u002Fp>\u003Cp>\u003Cstrong>Define Response Message\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Text shown when the customer selects this item\u003C\u002Fp>\u003Cp>\u003Cstrong>Connect End user to Agent\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Which channels are offered: \u003Cstrong>Live Chat\u003C\u002Fstrong>, \u003Cstrong>Call\u003C\u002Fstrong>, \u003Cstrong>Open Request\u003C\u002Fstrong>. You can also require login, and apply the same choice to every article in a section\u003C\u002Fp>\u003Cp>\u003Cstrong>Add message before connecting to agent\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Extra copy shown before the connect options (categories and sections)\u003C\u002Fp>\u003Cp>\u003Cstrong>Apply A\u002FB Testing\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Shows Connect to Agent to only a percentage of customers (10–99). Requires Connect to Agent. Cannot be combined with Skip Article Content\u003C\u002Fp>\u003Cp>\u003Cstrong>Auto-Assign Ticket\u002FLive Chat Category\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Category attached to the voice chat, open request or auto-closed chat created when the customer connects. For live chat it is added when the conversation ends\u003C\u002Fp>\u003Cp>At least one of Live Chat, Call or Open Request must be selected when Connect to Agent is on.\u003C\u002Fp>\u003Ch3>Article-only settings\u003C\u002Fh3>\u003Cp>These appear when you select an individual article.\u003C\u002Fp>\u003Cp>\u003Cstrong>Show Description Box\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Asks the customer to describe the issue before connecting. Defaults to on; to turn it off you must first select a transaction type\u003C\u002Fp>\u003Cp>\u003Cstrong>Custom Description Instructions\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Prompt above the description box. Defaults to \"Describe your problem\"\u003C\u002Fp>\u003Cp>\u003Cstrong>Setup Pre-\"Connect Agent\u002FRestart Chat\" Message\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Copy shown above Connect to Agent or Restart Chat after the customer leaves an article or cancels a request\u003C\u002Fp>\u003Cp>\u003Cstrong>Skip Article Content\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Skips displaying the article and jumps to the next configured step (description and\u002For transaction). The article remains searchable. Requires Connect to Agent, and does not work with A\u002FB testing\u003C\u002Fp>\u003Cp>\u003Cstrong>Trigger Ticket Creation\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The customer submits a ticket first, sees your response message, then can connect to an agent. The default response is \"We have received your request and will get back to you shortly.\"\u003C\u002Fp>\u003Ch2>Step 4 — Saving\u003C\u002Fh2>\u003Cp>When you are happy, select \u003Cstrong>Save\u003C\u002Fstrong>. If you navigate away with unsaved edits, Pleased warns you first.\u003C\u002Fp>\u003Cp>Changes must be saved to reach customers. Confirm you edited the same brand the widget is assigned to.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>No live chat option appears.\u003C\u002Fstrong> Connect to Agent does not include Live Chat, chat availability is off, or no agent is online for that brand.\u003C\u002Fp>\u003Cp>\u003Cstrong>Voice is never offered.\u003C\u002Fstrong> Connect to Agent does not include Call, voice is not enabled for the brand, or no voice agent is online.\u003C\u002Fp>\u003Cp>\u003Cstrong>Changes are not visible on the website.\u003C\u002Fstrong> Chatbot settings are per brand and per language, confirm you edited the same brand and language the widget uses, and that you selected \u003Cstrong>Save\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Connect to Agent settings are greyed out on a section or article.\u003C\u002Fstrong> Override parent's settings is off, so the item is inheriting from above. Turn override on to edit it here.\u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>",93,"2026-09-10T13:08:18.000+00:00","2026-09-10T13:16:37.000+00:00","Nikita Beslik",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"General Guides","Quick Start Guides",{"id":57,"brandId":18,"position":57,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[64,67,68,71,74,77,80,83],{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},82,"Inviting teammates",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":51,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":69,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":69,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},78,"Going online for customers",{"id":72,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":73,"titleTranslated":32,"position":72,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},79,"Navigating Pleased",{"id":75,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":76,"titleTranslated":32,"position":75,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},80,"Understanding the dashboard",{"id":78,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":78,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},81,"Using notifications",{"id":51,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":81,"titleTranslated":32,"position":82,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Customising your Chatbot",94,{"id":84,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":85,"titleTranslated":32,"position":84,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},112,"Integrating the Chatbot into your Android application",[]]