The Behavior Settings page works similarly to the Look & Feel page, allowing those with Administrator-level access to configure chatbot behavior settings globally and on a per-office basis. 


The Default/No Office tab on this page represents the global settings for your chatbot. If Office-based settings are configured, they will override the global settings for the applicable office.


Click Edit to change the Behavior Settings:


There are 3 main behaviors you can set on this page:

  1. Live Chat Operation Mode (if applicable)

If you have Live Chat, do you want the chatbot to engage the user first and then offer an active Live Chat agent if it cannot answer the question? Or would you like an active Live Chat agent to be presented first, followed by the opportunity to then engage with the chatbot?

  1. ChatBot First - The user will first interact with the chatbot. 

    1. 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. 

    2. If a Live Chat Agent is not available, it will go through the IDK workflow.

  2. Live Chat First - The user will first interact with a Live Chat Agent.

    1. If a Live Chat Agent is available, the chatbot will offer the user direct access to that agent prior to using the chatbot. Once the live chat conversation is complete, the user then will have the option to ask further questions of the chatbot.

    2. 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.

  1. IDK Settings

How would you like the chatbot to respond when it is not able to provide a response (IDK)?

  1. Contact Form

    • If the chatbot cannot provide an answer, it will give the user the option to contact the office for an answer to the unanswered question.

    • If the user says yes, the contact form will request the user’s name, email, phone (optional), and Student ID (optional), and offer the option to include any further information. An email with the conversation transcript will be emailed to the IDK Form Contact Email.

    • If the user says no, the chatbot will remain available for any additional questions.

    • Form Submission Success Message:

    • You will also have the option to customize the message displayed to close out the IDK workflow.

  2. Custom Response

    1. If the chatbot cannot provide an answer, it will display your custom response to the user.

    2. The best practice is to include your preferred contact method to the student, which could be an existing contact form on your website or simply your office’s email and phone number.


In order to override the global settings for an individual office, click on the Office tab, choose the applicable office, and click on Edit.


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. 


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


3. Inquiry Form

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