Chat

Chatbot Configuration

Under Settings → Chat, any number of chatbots can be created and configured. Each chatbot has its own settings for name, status, appearance, AI agent, home page, and widget integration.

Each chatbot has a Chatbot type: the Website widget (default) or a messenger - Telegram or WhatsApp. This page describes the website widget; the messenger setup is described on the linked pages.

General Settings

In the general settings, it is defined how the chatbot is displayed in the chat window:

• Internal Labeling — Name of the chatbot within enneo.
• Status — controls whether the chatbot is active, inactive, or faulty.
• Name and Avatar of the chatbot — are shown to customers in the chat.
• Name and Avatar of the agent — are used when a human agent responds.
• Company name and logo — appear on the chat start page and in the chat window.

Assignment to the AI Agent

Each chatbot is assigned an AI Agent. This agent takes over the initial communication with the customer. By default, the Base Agent is used.

Handover to human agents

For chatbots, you use “Transfer to human agent possible” to set whether a handover to human agents is possible.

If the handover is enabled, the chatbot can hand over to a human agent if needed. If no agent is available at the moment, the chat waits in the queue. In the website widget, enneo instead asks for an email address so that the customer receives a reply later – provided a mailbox is set for this and the customer has not identified themselves yet.

In addition, you can switch on “Enable real-time chat with human agents”:

• If real-time chat is enabled, a transfer creates an open chat ticket that can be manually taken over by an agent.
• If real-time chat is disabled or the customer is no longer online, the request will continue to be processed asynchronously. If an email address is known, the response can also be delivered by email.

Two more settings belong to this:

• “Mailbox for offline messages” – email replies to customers who have already left the chat are sent from this mailbox.
• “Message when live chat is unavailable” – the customer sees this text when real-time chat is disabled. If the field is empty, enneo uses a default text.

Customer Legitimation in Chat

Chatbots can use their own rules for customer legitimation. This allows you to define per chatbot which information a customer has to provide before the chatbot or called AI agents gain access to customer data.

If no specific rules are stored, the general settings under Customer and Contract Search apply to chatbot and voicebot.

If the customer is already logged in to your customer portal, the portal can start the chat pre-legitimated — see Taking over customers logged in to your customer portal.

Start Page of the Chat Widget

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

You set the first text at the top of the start page under “Landing page heading”. With “Skip landing page”, the chat opens directly, without the start page.

Free Chat

For the free chat, title, description, and introductory messages can be configured. The introductory messages are automatically displayed as soon as the customer starts the chat.

With “Free chat available” you can switch off the free chat. Customers then start only through the quick actions.

Quick Actions / Frequent Requests

In addition, Quick Actions can be added. These appear on the start page as selectable requests, e.g. "Adjust bank details".

For each quick action, the following can be determined, among other things:

• Title of the action,
• optional a corresponding AI Agent or Intent,
• own introductory messages for this entry point.

This way, a chat can be started directly with a suitable context or specific concern.

If “Show quick actions in chat” is enabled, the quick actions also appear in the chat as clickable suggestions below the introductory messages – until the customer selects a quick action or writes a message themselves.

Continue Existing Chats

The widget can display the last existing conversation. Customers can therefore reopen and continue a chat they have already started.

Appearance

The design of the chat widget can be adapted for each chatbot:

• “Chat window primary color” – for the title, the customer's messages and the send button
• “Chat window secondary color” – for buttons in the chat
• “Landing page text color”
• “Chat window rounding” – with three values (primary, secondary, tertiary) in CSS units
• “Chat window header” – text at the top of the open chat. Without an entry, “Chat with customer service” appears in the visitor's language.
• “Company logo”, “Chatbot Avatar” and “Agent Avatar” – each as a URL to a square image (1:1), ideally in SVG format
• “Chat Button” – size, corner radius, distance from the bottom and right edge of the page, and your own icon (icon URL)
• “Chat window size” – width and height of the open chat window in pixels
• “Widget Z-Index” – sets whether the widget sits above or below other elements of the web page
• “Custom CSS” – your own style rules for the widget

Integration on the Website

The chat widget is integrated on the desired website via a JavaScript code. The finished code can be found in the settings of the respective chatbot under “Widget code”. Add it to the <head> section of the web page.

<!-- 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.

Activate or Deactivate Widget

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