Help center
Short how-to articles for the people who set BotableX up, and for the support agents who work in it every day. Every step names the screen and the button, with a picture of where to click. Start with the first one if you are new.
Getting started
Channels
- 02 2 pictures
What a Channel is
A Channel is a way for messages to reach you and for replies to go back out. Your website chat window is a Channel. So is a mailbox, a WhatsApp number or an SMS number.
- 03 5 pictures
How to create a WebChat Channel
A WebChat Channel is the chat window on your own website. Creating it in BotableX takes two minutes. Putting it on your website is a small job for your web developer, and this article gives you everything to hand...
- 04 3 pictures
How to create an Email Channel
An Email Channel lets customers write to a mailbox and get an answer back by email. The bot reads the mailbox, writes a reply, and sends it from your address.
- 05 1 picture
How to connect a Microsoft 365 mailbox
Microsoft 365 mailboxes need their own way in. Microsoft turned off password sign-in for mailboxes in 2022, so a normal IMAP and SMTP setup will not send.
- 06 3 pictures
How to create a WhatsApp Channel
A WhatsApp Channel connects your own WhatsApp Business number so customers can message you there and the bot can answer.
- 07 3 pictures
How to turn a Channel on or off
Turning a Channel off is how you stop it receiving messages and sending replies, without deleting anything. It is the quickest way to make a bot go quiet on one Channel.
Agents and Bots
- 08 5 pictures
What an Agent is, and how to create one
An Agent is the bot's settings: who it is, how it should behave, which AI model it uses, what it must never do, and which Knowledge Banks it may read.
- 09 4 pictures
How to attach a Bot to a Channel
A Bot Attachment joins one Agent to one Channel. It is the thing that makes the bot actually answer.
Knowledge Banks
- 10 5 pictures
How to create a Knowledge Bank
A Knowledge Bank is a folder of your own content that the bot reads to answer questions: your help pages, your price list, your policies, your manuals. Without one, the bot has nothing to answer from.
- 11 3 pictures
How to add files to a Knowledge Bank
Uploading a file is the quickest way to teach the bot something. Your document is read, cut into Knowledge entries, and made searchable, usually within a minute.
- 12 2 pictures
How to add web pages to a Knowledge Bank
Discovery reads your website and turns the useful pages into Knowledge entries. It gives every page a relevance score against the bank's Purpose, so you are not forced to keep everything it finds.
- 13 4 pictures
How to work with Knowledge entries
A Knowledge entry is one small piece of an answer. It is what the bot actually searches and reads. Your documents and web pages are cut into these automatically.
- 14 1 picture
How to let the Bot send images from a Knowledge Bank
The bot can attach a picture from your Knowledge Bank to its reply, for example a diagram from the help page it answered from.
CRM
- 15 2 pictures
How to connect HubSpot as your CRM
Connecting your CRM lets BotableX recognize a customer before the bot answers, and write the conversation back to HubSpot as a ticket when it closes.
- 16 2 pictures
How to set up CRM Property Mapping
CRM Property Mapping decides which BotableX field lands in which HubSpot property. Nothing is mapped when you start, so nothing is written until you set this up.
- 17 2 pictures
How to set CRM owners and conversation records
Two more parts of CRM Property Mapping: who owns a ticket in HubSpot, and how each conversation appears on the customer record.
- 18 2 pictures
How to work with companies in the CRM
If you sell to businesses, the same email address can belong to different people at different companies. BotableX can look a customer up within their company, so the right record is found.
Learning and behavior
- 19 3 pictures
What the Bot knows about how to behave
Bot's Knowledge is where you see and change everything the bot knows about how to behave. It has four levels, and they do different jobs.
- 20 1 picture
How to approve or discard what the Bot learned
When the bot works something out on its own, it does not start using it. It waits for you.
- 21 2 pictures
How Learning works
Learning is how the bot turns your team's daily work into better answers. This article explains where it learns from, what happens to each thing it learns, and how to read the Learning page.
- 22 2 pictures
How to teach the Bot from past chats
You do not have to wait for new conversations for the Bot to improve. You can replay the ones you already have, and you can tell it which conversations matter.
- 23 1 picture
How to review email replies before they are sent
BotableX can hold every email reply the Bot writes until a person has looked at it. This is switched on by default.
Troubleshooting
- 24 2 pictures
The Bot is not answering
Messages arrive and nothing comes back. This is the most common problem, and it is almost always one of six things.
- 25 1 picture
The Bot says it does not know the answer
The Bot replies, but it says it is not sure, or it passes the conversation to a person when it should not have to.
Agent Console
- 26 4 pictures
How to sign in to the Agent Console and find your way around
The Agent Console is the screen your support team works in all day. It shows every live conversation, lets a person step in when the bot needs help, and lets you review the bot's email replies before they go out.
- 27 2 pictures
Your inbox: folders, conversation states and badges
The Inbox in the Agent Console lists every live conversation on every Channel: web chat, email and WhatsApp in one place. Each conversation carries a state that tells you who is handling it right now, the bot or a...
- 28 4 pictures
How to take over a conversation and hand it back to the bot
In BotableX the bot talks to the customer first. When a person should take the conversation, you Take over: the bot goes quiet and you write to the customer yourself. When you are done, you Release to bot or close...
- 29 2 pictures
How to help the bot when it asks for advice
When the bot is not sure how to answer, it does not guess. It asks your team for advice and waits. The conversation moves to Bot needs help, and you can answer the bot in a private panel called Bot consultation....
- 30
How to review an email reply the bot drafted
On an Email Channel, the bot does not send its reply straight away. It writes a draft and holds it for a person to look at. In the Agent Console the draft appears as a card called Email reply - awaiting your...
- 31 1 picture
How to claim a conversation from the Live Queue
The Live Queue is the list of conversations that need a person and have no owner yet. The bot puts a conversation there when it cannot help, when the customer asks for a human, or when no bot is attached to the...
- 32 3 pictures
How to set your status and see who is online
Your status tells BotableX whether it may route conversations to you. Available means yes. Busy and Away mean no. The Team page shows the status of everyone on your team.
- 33 4 pictures
Conversation details: subject, state, CRM and the contact page
On the right of every open conversation is a panel called Conversation. It shows who owns the conversation, which Channel it came in on, its Conversation state, and, if your organization connected a CRM, the ticket...
- 34 1 picture
How to tell the bot what to learn from a chat
BotableX Learning looks at finished conversations and picks out things the bot should remember. As an agent you can mark a conversation so Learning treats it differently: always learn from it, or never learn from it.
No article matches that yet.
Try a shorter word, or the name of the screen or button. If it is still missing, tell us what you were looking for.
Contact support