[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:en":36,"kb:categories:1:en":37,"kb:brandArticles:1:0:en":53,"kb:articleDetails:104:en":76,"kb:categoryDetails:3:en":109,"kb:subSections:9:en":124,"kb:sectionArticles:9:0:500:en":125},[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,[],[38,43,47,51],{"id":39,"brandId":18,"position":39,"title":40,"description":41,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},3,"Getting Started","Getting Started with Pleased",false,{"id":44,"brandId":18,"position":44,"title":45,"description":46,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},5,"Ticket Management","Test 2",{"id":48,"brandId":18,"position":49,"title":50,"description":50,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},17,15,"Creating a Knowledge Base",{"id":49,"brandId":18,"position":48,"title":52,"description":52,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},"Release Notes",{"content":54,"number":35,"size":72,"totalElements":44,"pageable":73,"last":19,"totalPages":18,"sort":75,"first":19,"numberOfElements":44,"empty":42},[55,58,61,64,68],{"id":56,"brandId":18,"sectionId":32,"categoryId":39,"categoryName":32,"categoryNameTranslated":32,"title":57,"titleTranslated":32,"position":56,"isDraft":42,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},70,"Install the Pleased Chat Widget on your website",{"id":59,"brandId":18,"sectionId":44,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":60,"titleTranslated":32,"position":59,"isDraft":42,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},71,"Setting up inbound emails",{"id":62,"brandId":18,"sectionId":44,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"titleTranslated":32,"position":62,"isDraft":42,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},72,"Setting up outbound emails",{"id":65,"brandId":18,"sectionId":66,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":67,"titleTranslated":32,"position":65,"isDraft":42,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},82,9,"Inviting teammates",{"id":69,"brandId":18,"sectionId":66,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":71,"isDraft":42,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},104,"Configuring your Chatbot",93,10,{"sort":74,"offset":35,"pageNumber":35,"pageSize":72,"paged":19,"unpaged":42},{"sorted":19,"empty":42,"unsorted":42},{"sorted":19,"empty":42,"unsorted":42},{"article":77,"sections":82,"category":86,"relatedArticles":87,"relatedTagsArticles":108},{"id":69,"brandId":18,"sectionId":66,"categoryId":32,"title":70,"body":78,"keywords":32,"position":71,"isCommentDisabled":32,"isDraft":42,"isPromoted":19,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":79,"createdBy":72,"updatedAt":80,"updatedBy":72,"tags":32,"includeForAi":19,"authorName":81},"\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>. 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