vlozi/docs

Configuration

Bot configuration

Configure your AI bot's persona, model, memory, and handoff behaviour.

A single configuration controls how your bot behaves across all channels. Changes take effect immediately — no redeployment needed.

In the dashboard: Chatbot → Configuration

Persona

Bot name

The name the bot uses when referring to itself. Shown in the widget header and used in the system prompt.

"Hi, I'm Aria from Mumbai Bakery. How can I help you today?"

Persona prompt

The most important config field. Write this as a short description of who the bot is and how it should behave:

You are Aria, a friendly customer support assistant for Mumbai Bakery. 
You help customers with orders, delivery questions, and product information. 
You are warm, conversational, and knowledgeable about our bakery products.
Always recommend our sourdough if someone asks for a recommendation.

Tips:

  • Include your business name and what the bot is for
  • Describe the tone (friendly, professional, concise)
  • Add any specific rules or product knowledge that should always apply
  • Keep it under 500 words — longer prompts don't meaningfully improve quality and slow down responses

Welcome message

Shown when a customer first opens the widget. Not sent automatically on WhatsApp/Telegram (the bot only replies, it doesn't initiate).

Hi there 👋 I'm Aria from Mumbai Bakery. Ask me anything about our cakes, breads, or delivery!

Leave blank to show no welcome message.

Offline message

Shown in the widget when the channel is paused. Useful to set expectations outside business hours.

We're a bit busy right now! Leave your question and we'll get back to you shortly.

Model

Active model

Choose the AI model tier for this bot:

Tier Speed Quality Cost Best for
haiku Fastest Good Lowest FAQ bots, simple questions, high-volume
sonnet Fast Better Medium Most customer support scenarios (recommended)
opus Slower Best Highest Complex, high-stakes conversations

Start with sonnet for most use cases. Switch to haiku if response time is critical or costs need to be minimised.

Creativity (temperature)

Controls how varied the responses are. Range: 0.0 – 1.0.

Value Effect
0.0 – 0.2 Very consistent, almost deterministic — good for factual Q&A
0.3 – 0.6 Balanced — consistent but naturally varied (recommended: 0.4)
0.7 – 1.0 Creative, varied — good for open-ended conversation

Default: 0.2. Most support bots should stay below 0.5.

Memory mode

Mode Session memory Cross-session memory Use when
none ❌ ❌ Pure FAQ — no personalisation needed
session ✅ ❌ Standard support — context within one conversation
deep ✅ ✅ Returning customers — bot recognises them and adapts

Deep mode uses Contact Intelligence to recall past conversations. When a customer says "the usual" or "do you remember my order", the bot retrieves their history and responds appropriately.

Handoff

Handoff trigger

The exact phrase the bot includes in its response to signal a human takeover. This phrase is stripped from the customer-facing reply and replaced by the fallback message.

Default: [[HANDOFF]]

The bot uses this trigger when it cannot answer a question and needs a team member. Example prompt instruction: "If you cannot help the customer, include [[HANDOFF]] in your response."

Fallback message

The message shown to the customer when the bot decides to hand off:

I'm connecting you with a team member who can help further. Someone will be with you shortly!

When handoff fires, the session status changes to human_escalated and a 15-minute SLA timer starts.

Knowledge base

Toggle Knowledge enabled to let the bot search your uploaded documents when answering questions.

When enabled, every incoming message triggers a semantic search of your knowledge base. The top 3 matching chunks are injected into the system prompt as reference material.

Set up your knowledge base in AI Brain → Knowledge Base. See Adding documents for details.

Via the API

Get config:

GET /chatbot/config

Update config:

PATCH /chatbot/config
Content-Type: application/json
 
{
  "name": "Aria",
  "personaPrompt": "You are Aria, a friendly assistant...",
  "activeModel": "sonnet",
  "creativity": 0.4,
  "memoryTier": 3,
  "historyWindow": 10,
  "summaryEnabled": true,
  "tone": "friendly",
  "responseLength": "balanced",
  "crisisDetectionEnabled": true,
  "knowledgeEnabled": true,
  "welcomeMessage": "Hi! How can I help?",
  "fallbackMessage": "Let me connect you with a team member.",
  "handoffTrigger": "[[HANDOFF]]"
}

Only include the fields you want to change.

Chatbot · ConfigurationEdit on GitHub