This section of the user guide is focused on the behavior settings page. To help you navigate the article we have broken it down into the following sections:


What are Behavior Settings?

The Behavior Settings page allows you to configure live chat first, IDK settings, user feedback, and the inquiry form. 


Who has access to edit the behavior settings?

The Behavior Settings page is available to individuals with the following permissions: 


For more information on user permissions, review the User Roles & Permissions article.


How do I edit the behavior settings?

  • You can either edit the Default/No Office or Office 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. 
    • 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.

  • There are four 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"), 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 allow the user to connect with a live chat agent. Once the live chat conversation is complete, the user can continue to ask the chatbot questions.
        • If a live chat agent is unavailable, the user will automatically be engaged with the chatbot. If the chatbot cannot provide an answer (an IDK), 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.


    • User Feedback

      • User feedback enables chatbot users to provide positive (thumbs up) or negative (thumbs down) feedback about general library questions, custom questions, clarifying questions, and integrated questions.
        • If user feedback is turned On at the Default/No Office level, the opportunity to provide feedback will be presented to chatbot users on webpages that are not URL-matched to an office.
        • If user feedback is turned On for an office, then the opportunity to provide feedback will be presented to chatbot users on web pages matched to that office.
          For more information on enabling the user feedback form, review the Behavior Settings: User Feedback article.

          For more information on the URL Matching settings, review the Look & Feel: URL Matching article.
    • Inquiry Form


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


  • Select Save.

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