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Chatbots enable real-time communication with customers directly on your website. Configuration is done under Settings → Chat.

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Chatbot Configuration

Multiple Chatbots can be created and configured under Settings → Chat. Each Chatbot has its own settings like Name, Welcome Message, and Appearance.

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Assignment to AI Agent

Each Chatbot is associated with an AI Agent. This agent provides the initial prompt based on which the chat conversation takes place. The Basic-Agent is used by default.
Each AI agent supports channel-specific prompts. These can be used to develop channel-specific rules and behaviors for the chat - such as shorter responses, specific greetings, or restricted subject areas.

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Integration on the Website

The chat widget is integrated on the desired website through a JavaScript code: 
<!-- Enneo chat widget -->
<script
  type="text/javascript"
  data-widget-id="enneo-chat-widget"
  src="https://[your-domain].enneo.ai/scripts/chat-widget-integration.js?subchannelId=[your-subchannelid]"
  async
  defer
></script>
<noscript>You need to enable JavaScript to run this app.</noscript>
<!-- Enneo chat widget -->
Replace [your-domain] with your Enneo domain and [your-subchannelid] with the ID of your Chatbot.
The subchannel-ID can be found at the bottom of the settings of the respective chatbot under “Widget Code”.
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Chatbots enable real-time communication with customers directly on your website. The configuration is done under Settings → Chat.

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Chatbot Configuration

Multiple Chatbots can be created and configured under Settings → Chat. Each Chatbot has unique settings for Name, Status, Appearance, AI agent, Homepage, and Widget Integration.

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General Settings

The general settings determine how the chatbot will appear in the chat window:
  • Internal Label — Name of the bot within Enneo.
  • Status — controls whether the chatbot is active, inactive or erroneous.
  • Name and Avatar of the Chatbot — displayed to customers in the chat.
  • Name and Avatar of the Agent — used when a human agent replies.
  • Company Name and Logo — appear on the chat home page and in the chat window.

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Assignment to AI Agent

Each chatbot is associated with an AI Agent. This agent handles the initial communication with the customer. The Basic-Agent is used as the default setting.
Each AI agent supports channel-specific prompts. These can be used to develop channel-specific rules and behaviours for the chat - such as shorter responses, specific greetings or restricted topic areas.

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Transfer to Human Agents

For Chatbots, it can be set whether a transfer to human agents is possible. If the transfer is enabled, the chatbot can hand over to a human agent if needed. In addition, the real-time chat with human agents can be activated:
  • If the real-time chat is enabled, an open chat ticket is created during a handover, which can be taken over manually by an agent.
  • If the real-time chat is disabled or the customer is no longer online, the concern will be processed asynchronously. If an e-mail address is known, the answer can also be delivered by e-mail.

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Customer Legitimation in Chat

Chatbots can use their own rules for customer legitimization. This allows each chatbot to specify which information a customer must provide before the chatbot or called AI agents receive access to customer data. If no specific rules are defined, the general settings under Customer and Contract Search apply for Chatbot and Voicebot.

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Home Page of the Chat Widget

The chat widget has a configurable home page. There, customers can either start a free chat, choose a frequent concern, or continue an existing conversation.

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Free Chat

Title, description, and introduction messages can be configured for the free chat. The introduction messages are automatically displayed as soon as the customer starts the chat.

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Quick Actions / Frequent Concerns

In addition, Quick Actions can be stored. These appear on the home page as selectable concerns, such as “modify bank details”. For each quick action, the following can, among others, be specified:
  • Title of the action,
  • optionally an associated AI Agent or intent,
  • own introduction messages for this start.
This allows a chat to be started directly with a suitable context or specific concern.

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Continue Existing Chats

The widget can display the last existing conversation. This allows customers to reopen and continue an already started chat.

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Appearance

The design of the chat widget can be adjusted for each chatbot:
  • Primary color of the chat window,
  • Secondary color for buttons,
  • Text color on the home page,
  • Roundings of the chat window,
  • Logo, Bot Avatar, and Agent Avatar.

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Integration on the Website

The chat widget is integrated onto the desired website through a JavaScript code. You can find the finished code in the settings of the respective chatbot under “Widget Code”. 
<!-- Enneo chat widget -->
<script
  type="text/javascript"
  data-widget-id="enneo-chat-widget"
  src="https://[your-domain].enneo.ai/scripts/chat-widget-integration.js?subchannelId=[your-subchannelid]"
  async
  defer
></script>
<noscript>You need to enable JavaScript to run this app.</noscript>
<!-- Enneo chat widget -->
Replace [your-domain] with your Enneo domain and [your-subchannelid] with the ID of your Chatbot.
The Subchannel-ID can be found at the bottom of the settings of the respective Chatbot under “Widget Code”.

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Widget Enable or Disable

The chat widget can be turned on or off via the Widget active setting. If the widget is disabled, it will not be displayed on the website - even if the JavaScript code is still integrated.