This section of the user guide is focused on editing the behabvi.

The Behavior Settings page allows you to configure live chat first, IDK settings, and the inquiry form. Users with administrator-level access have the ability to configure these settings.

The Default/No Office tab configures the global settings for your chatbot. The Office tab configures the office-based settings that will override the global settings for the applicable office.

Editing the behavior settings

1. You can either edit the Default/No Office or Office settings. 
   • To edit the Default/No Office (Global) settings, select the Edit button.
     
   • To edit the Office settings, select the Office tab. Then select the dropdown arrow next to the office you want to select, and then the Edit button.
     
     

     Note: The behavior settings for that particular office will apply to the chatbot that is embedded on that office’s mapped URLs in the URL Matching section of the Look & Feel page.

     
     
2. There are three main behaviors you can set on this page:
   • Operation Mode (if applicable)
     
     For customers who have live chat, the Operation Mode section enables you to dictate If you want the chatbot or live chat to engage first with a user
     • Bot First - The user will first interact with the chatbot. 
       • If the chatbot cannot provide an answer also called an IDK ("I Don't Know"), then it will direct the user to a live chat agent, if available. 
         • If a live chat agent is not available, it will go through the IDK workflow.
     • Live Chat First - The user will be given the option to interact with a live chat agent within the welcome message.
       • If a live chat agent is available, the chatbot will give the user the opportunity to connect with a live chat agent. Once the live chat conversation is complete, the user then will have the option to ask further questions of the chatbot.
       • If a live chat agent is not available, the chatbot will engage the user. If the chatbot cannot provide an answer (an IDK), then it will go through the IDK workflow.

         For more information about engaging live chat first, review the Customizing the Live Chat First setting on the Chatbot article. 

     • IDK Settings
       

       For more information on the IDK Settings, check out the Behavior Settings: IDK Settings article.

       
       
     • Inquiry Form
       

       For more information on the inquiry form, check out the Behavior Settings: Inquiry Form article.

3. Select Save.
   
   Changes can take anywhere from 15 minutes to an hour to take effect on the embedded chatbot.