--- title: "Chatbot Settings" slug: "chatbot" updated: 2026-09-08T17:07:35Z published: 2026-09-08T17:07:35Z canonical: "help.commbox.io/chatbot" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.commbox.io/llms.txt > Use this file to discover all available pages before exploring further. # Chatbot Settings ## Overview CommBox empowers organizations to build automation that communicates with customers in a guided, focused, and brand-aligned way, ensuring every interaction reflects the company’s tone, standards, and objectives. CommBox supports three types of automation agents: - **[AI Agent](https://help.commbox.io/docs/ai-agent-next-gen#steps-to-set-up-an-ai-agent)** (Beta) ![AI Agent Icon.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Agent%20Icon.png) – Autonomous reasoning, goal-driven responses using knowledge, tools, instructions, and context - **[AI Chatbot](https://help.commbox.io/docs/ai-chatbot)** ![AI Chatbot Icon.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Chatbot%20Icon.png) – Deterministic, flow-based chatbot enhanced with AI for intent detection and retrieval-augmented responses, using structured knowledge and instructions - **Chatbot** ![Chatbot Icon.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Chatbot%20Icon.png) – Deterministic, flow-based chatbot without AI, using intents, rules, and APIs to enable sophisticated automation. The force behind the chatbot is the **CommBox Flow Builder**, which adds a robust set of capabilities enabling the design of intelligent, dynamic, and highly automated customer journeys. With these tools, you can pave the road for the chatbot to follow, enhance operational efficiency, and elevate the entire customer experience from start to finish. This guide focuses on the **initial setup of a chatbot and managing Automation**. For instructions on creating flows, refer to the [Flow Builder articles](https://help.commbox.io/docs/user-guide-creating-a-basic-bot). **Note about CommSite:** **CommSite** uses the automation to transform an organization’s entire website content into an AI-guided conversational experience. When using Chatbots, cards are configured directly within individual flow steps. A card is displayed whenever the customer reaches the step where it is configured. This guide does not cover the **Cards section**, as it is specifically for CommSite. Click [here](https://help.commbox.io/docs/commsite) to learn more about CommSite. **Steps to Set Up a Chatbot** 1. **Name the Chatbot** Assign a clear and recognizable name. 2. **Design the Flow** Map out the customer journey, covering all relevant scenarios the chatbot may encounter. 3. **Configure Settings** Apply general rules to the entire flow, including enabling or disabling AI capabilities. ## Step I: Naming your Chatbot 1. At the main side bar, navigate to **Automation Hub**, select the **Agents** tab, and click the **Create Agent** button at the top corner of the page. ![Agent board.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Agent%20board(1).png) 2. In the dialog box, enter a unique name for the chatbot, select the **Chatbot** box, and click **Create**. ![Select Agent dialog.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Select%20Agent%20dialog.png) **Note:** When the AI capabilities are not enabled, only the **Flow Builder** and the **Settings** sections are available. Enable AI capabilities by toggling on the Enable AI-Powered Automation in the Settings section. ![Chatbot menu-July 2026.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Chatbot%20menu-July%202026.png) 3. Click the camera icon to add an Avatar to the chatbot (optional). Upload an image and click **Add**. ![Setting menu- add avatar.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Setting%20menu-%20add%20avatar.png) ## Step II: The Flow Builder ![Flow.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Flow.png) This is where the Flow is constructed. Even if the AI capabilities are not active, the Flow Builder can still construct a powerful chatbot. See the [Flow builder articles](https://help.commbox.io/docs/user-guide-creating-a-basic-bot) to learn more about this topic. ## Step III: Settings The **Settings** area is where you can define default actions for key scenarios such as idle customers, no response, navigation, data collection, and AI behavior. When building complex bots, configuring Flow Settings streamlines development and helps reduce both setup time and effort. ![No AI Chatbot - Settings- July 2026.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/No%20AI%20Chatbot%20-%20Settings-%20July%202026.png) #### AI Settings **Enable AI-Powered Automation** Enabling the **AI Agent Settings** unlocks advanced capabilities within the flow. - The AI Agent can respond to customer inquiries based on organizational knowledge base items you provide, using a specific persona for that role. - To use this capability, it must be activated both at the flow level and the module level, and requires a replenishing token account. For assistance, contact your Customer Success (CS) representative. #### Default Actions ![Settings - Default Actions.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Default%20Actions.png) Default actions are triggered when: - A customer becomes idle. - A flow reaches the end of the branch with no End or Jump step. Note: This is *not* considered best practice. Ensure every branch leads to its intended path, ending by jumping to a specified step or transferring the conversation to a human agent. You can choose one, multiple, or none of the following default actions: 1. **Repeat the Last Step** When choosing to repeat the last step after a set time (from 5 seconds up to 8 hours), you can also add a message prompting the customer to respond. We recommend keeping it short and including an emoji. If the flow collects customer information, you can also include a dynamic field. Type double curly brackets followed by user-dot ( {{user. ) to display the available customer fields for selection. ![settings - default action - adding dynamic fields.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20adding%20dynamic%20fields.png) 2. **Jump to a Specific Step** You can redirect idle customers to a different step in the flow (from 7 seconds up to 8 hours). If you also selected to send a message, make sure the “**If no answer**” time span is longer than the first “**Resend last step**” interval. ![AI Chatbot and Chatbot Default Settings.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Chatbot%20and%20Chatbot%20Default%20Settings(1).png) 1. **End the Flow with a Specific Step** Select the default step that will be used when the flow ends. ![settings - default action - end of flow.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20end%20of%20flow.png) **Note:** Clicking on the actual Step icon will let you copy the Step ID. Use it in the search pane to locate the exact step in the flow. ![settings - default action - copy action.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20copy%20action.png) **For *Voice Agents Only*: When the caller hangs up:** ![AI -Chatbot- Settings - voice - July 2026.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20-Chatbot-%20Settings%20-%20voice%20-%20July%202026.png) **Enable automatic routing on hang-up:** Applies to Voice Agents only. When enabled, the selected step runs automatically after the caller disconnects. If no step is selected, the conversation is automatically marked as Resolved when the caller hangs up. #### Intent Detection in Ask steps ![Settings - Intents Ask step.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Intents%20Ask%20step.png) When enabled, the **Flow** can detect intents within an **Ask** step, allowing intent recognition during the data collection process—not only when end users enter free text in standard message nodes. **Note:** Once enabled at the **Settings** section, a toggle will appear at every **Ask** step. Enabling that Intent detection applies to **all** questions asked at that step. ![Settings - Ask intents example.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Ask%20intents%20example.png) #### Constants Constants allow you to create reusable **Fields** within the flow. - **Example 1:** Define a field called Age with a value “<21.” Customers who are under 21 can then be directed to a dedicated step for younger drivers. - **Example 2:** Create a field called MembershipStatus with a value “Premium.” This allows the flow to automatically route premium members to a priority support queue, while regular members remain in the standard flow ## Automation Management Each Agent card displays an icon representing the automation type (AI Agent, AI Chatbot, or Chatbot), along with the agent’s name, role, and last edited timestamp. ![automation management.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/automation%20management.png) When hovering over the agent, click the three-dot menu: (When not in card view, click at the end of the Agent’s name) #### Export Flow Downloads an **XML file** of the AI Agent/chatbot. This enables the designer to review the design using online AI tools. Import the improved design using the **Import** button at the top. **Note:** AI Agents can not be imported - You’ll have to improve the product manually. #### Duplicate Flow Creates a duplicate of the currently published flow, allowing designers to work on, modify, and test changes without affecting the active flow. The duplicated flow is automatically named using the original flow’s name along with a date and time stamp, ensuring it appears directly after the original AI Agent in the list. #### Rename Flow Allows users to change the name of the current flow. #### Copy Automation ID The **AI Agent ID** is used in APIs, integrations, or configurations that identify a specific AI Agent, rather than just the channel or flow it operates in. #### Deactivate Flow Removes the AI Agent from all channels. To reactivate a flow, scroll to the grayed-out AI Agent and select Activate from the three-dot menu.