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Advanced Settings Overview - Conversation AI

Explore how to configure advanced bot settings in Stack's Conversation AI to enhance your customer interactions. By fine-tuning response timing, message limits, and other behaviors, you can ensure a seamless and personalized experience for your users.

Table of Contents​

Advanced Settings Overview​

Advanced settings in Conversation AI allow you to customize your bot’s behavior to suit your business needs while maintaining a smooth customer experience.

Business Name​

Your business name is automatically retrieved from your account settings, ensuring consistent branding in all bot interactions.

Example Use Case:
If your business is named "Tech Solutions," the bot will incorporate this name in its interactions, providing a professional and personalized touch.

Wait Time Before Responding​

Adjust the delay before the bot responds to create a more natural conversational flow. This setting helps prevent customers from feeling rushed.

Recommended Settings:
A wait time of 5-20 seconds is generally effective. Consider your industry norms and customer expectations when setting this delay.

Maximum Message Limit​

This setting determines the maximum number of messages the bot can send in a single interaction. Once the limit is reached, the conversation can be reset to continue the interaction.

Resetting Maximum Message Limit:
Marking a conversation as "read" resets the message limit, allowing the bot to send additional messages.

For Example:
If your message limit is set to 10, the bot will stop after sending the 10th message. Marking the conversation as "read" resets this limit, enabling the bot to send 10 more messages.

Send Bot to Sleep​

The "Send Bot to Sleep" feature temporarily disables the bot during manual interventions or certain workflow actions, ensuring it doesn't interrupt ongoing conversations.

Scenarios for Using Sleep Mode:

  • A live agent is actively engaging with a customer.
  • A workflow is executing a process that requires uninterrupted communication.

Frequently Asked Questions​

Q: What happens if the wait time is too short or too long?
A short wait time may cause the bot to interrupt customers, while a long wait time can make the conversation feel unresponsive. Test different timings to find the best fit.

Q: How do I troubleshoot the bot not responding?
Check if the bot is in sleep mode or if the message limit has been reached. You may need to reset the conversation or adjust the settings.

Q: Can I customize bot responses for specific scenarios?
Yes, you can use prompts to tailor the bot’s replies. Refer to the article on customizing AI responses using prompts for more information.

Q: How do workflows affect bot settings?
Workflows can automate actions such as marking conversations as "read," pausing the bot, or triggering specific responses.