Bot settings: what every field does
A bot is the script the AI follows when talking to your customers. This guide explains every setting: from the four scenario blocks to the schedule and reactivation messages. Configure it gradually: Smart mode is enough to start, and the rest can be tuned later.
Two setup modes
| Mode | Who it is for | How it works |
|---|---|---|
| Smart | Everyone. We recommend starting here | The platform asks questions about your business depending on the category (Items, Services, Online services, Other), and you answer in your own words |
| Professional | Experienced users | Free editing of the prompt in four scenario blocks, with the composer for testing. Maximum control |
The four scenario blocks
The script answers four questions. The more specific your answers, the more precise the bot. Each block has an Instruction tab with tips and an Example tab with a sample text you can adapt.
- 1
What should the bot know?
Facts about your business: who you are, what you sell, prices, discounts, delivery, payment, guarantees, opening hours. The bot answers customers only from this data and does not invent what you did not write. A good structure: role and introduction, goal of the interaction, tone and style, key facts, limitations, format of replies.
Write facts, not marketing: "Delivery in the city is $10, outside the city $1 per km, same-day dispatch for orders before 3 pm". The bot uses such text without distortion.
- 2
When should a lead be created?
By default a lead is created when the customer leaves contact details: a phone, an email or a Telegram handle. Here you add extra rules as a numbered list (1, 2, 3…), for example "the customer asked for a quote for more than 10 units". The system checks them against the customer's messages.
- 3
When should the bot ask for help?
By default the bot does not escalate to a human. Fill in a numbered list of conditions and the platform applies the escalation logic itself: the customer insults or threatens, explicitly asks for a manager, demands a discount over 20 %, files a complaint, or the bot's last reply said it does not know the answer. When a condition is met the chat is marked Bot needs help and your team gets a notification.
- 4
When is a conversation considered complete?
Optional, and usually best left empty. If you fill it in, list the conditions for a finished conversation: the lead is captured, the customer said goodbye or is clearly not interested. Completed conversations do not spend tokens on extra replies.
Between the help and completion blocks there is What the bot says when it calls a human: let the bot phrase it, write a custom message or say nothing, separately for the first message and for an ongoing conversation. You can also name the teammate the bot calls.
Composer: test before customers do
Press Open in composer next to the first block. On the left is the prompt with a rich-text editor, on the right the Conversation builder where you write as a customer and see how the bot replies with the selected model. Regenerate gives another variant, Edit lets you correct a reply and continue from that point, Clear starts over.
- Improve: the AI rewrites your text tighter and clearer without changing the meaning
- Get recommendations: an analysis of the whole prompt with suggestions you apply in one click
- Report a problem: describe what the bot does wrong in real chats and the AI finds the cause in the prompt
- The microphone icon dictates text instead of typing
AI model and reply quality
- AI model is the bot's brain. Each model is a trade-off between quality, speed and cost; the cards show all three. Budget models are fine for typical questions, Smartest models for complex consultations and sales
- Response temperature controls how creative the model is: lower is more precise and predictable, higher is more varied. The default 0.3 is usually right for sales
- Reasoning effort for thinking models: how deeply the model reasons before replying. Higher is more accurate but slower and more expensive
- Make the bot smarter after a few messages: a saving trick. The first typical replies come from a cheap model, and from message N a stronger one takes over
Behaviour in a conversation
- Answer delay: a pause before the reply, from 0 seconds to 15 minutes. With a minute of delay the customer has time to finish a thought in several messages, and the bot looks less like a bot
- Maximum number of responses: a cap on bot replies in one conversation. Protects from endless chats and wasted tokens; at the limit the bot pauses and calls you
- Stop bot after lead capture: once contacts are collected the bot goes quiet and does not spam the customer. You can add a farewell message and choose the reply mode afterwards, auto or manual
- Professional trader mode (beta): the bot leads the customer to the deal more actively. Test it, the effect depends on your script
- How to format the notification in Telegram?: receive the lead with a short summary of the conversation or with its full text
Bot schedule and reactivation
- 24/7 mode: the bot answers always
- If you don't answer…: the bot steps in only when nobody from the team replied for 1 to 30 minutes. During the day you answer, at night the AI does
- By schedule: your working time and a lunch break; outside of it the bot is silent
- Reactivation of frozen conversations: a series of messages to a customer who stopped replying, for example a check-in after 15 minutes and a reminder with an offer after a day. Set Send message after in days, hours and minutes and the Message text; Add message adds the next step
Bot page: status, test, tabs
In Front Desk → Bots every bot has a card with Configure, Test, Start bot or Stop bot and Duplicate bot. The status shows Bot is active, Bot is inactive or Bot not assigned. Below are the tabs Notifications, Knowledge bases, Statistics and Version history. The block Connect the bot to an account opens the account picker.
Where leads and help requests go is set on the Notifications tab: Notifications and CRM.
Checklist before launch
- Ask the 5 to 7 most frequent customer questions in the composer. Are the answers accurate?
- Try to lead the bot off topic. Does it return to the script?
- Refuse to give a phone number. How does it handle the objection?
- Ask for a human. Does the handoff fire and does the notification arrive?
When the replies are good, assign the bot to your connected channels and watch real conversations in Chats.
See also
Try BotB2B for free
Sign-up takes a minute and starter tokens are on us. Set everything up with this guide.