# Overview Welcome to Captivate Chat!

## What is Captivate? **Captivate** provides various AI solutions that transform the enterprise. As your AI development partner, we harness the power of AI alongside your processes, expertise, and data. Whether you're a digital leader aiming to unify your systems or a sales leader aiming to accelerate deal velocity, Captivate equips you with the tools to transform your sales delivery and leverage AI's incredible potential. Captivate empowers your team through these main AI solutions: * **Captivate Vienna:** Serving as our enterprise AI orchestration layer, Vienna connects, governs, and manages every AI agent, data source, and workflow across your organisation. * **Captivate Athena:** The AI sales execution platform that supports reps before, during, and after every sales meeting with call prep, live prompts, and automated follow-up. Captivate is your go-to solution for bringing AI's power to your organisation. *** ## Core Benefits * **Vendor Neutral**: Never locked into single technology * **Flexible Middleware**: Adapts to your workflow * **Scalable**: Small teams to enterprise deployments * **Custom Integration**: 7,000+ via Zapier plus bespoke development # Components How does Captivate work? **Captivate** is built on a flexible middleware system that integrates AI chatbots, live chat platforms, and communication channels into a unified platform. Whether you're coordinating the usage of your AI tools via our **Vienna** AI orchestration engine or building custom applications like our clients or using our flagship **Athena** sales acceleration engine, Captivate's components work together seamlessly to power your AI-driven solutions. Here's how each component works: *** ## Applications Our clients are building their own applications using Captivate's platform but we've built **Athena**, our revolutionary AI sales acceleration application. You can also coordinate your AI tools with **Vienna**, our AI orchestration engine. Here's how everything works from a top-down perspective: ### Vienna Vienna is the AI orchestration engine at the heart of the Captivate platform, designed to offer a vendor-neutral approach to managing all your AI tools. Here are its main components: * **Lifecycle Management:** Vienna treats AI agents and conversational workflows as modular components, enabling enterprise-grade change management. * **AI Router:** Use Agent Groups to "link" AI agents together, so Vienna can re-route users to the appropriate AI agents based on the context of their queries. * **Governance and Compliance:** Vienna enforces robust security and compliance controls across your entire conversational AI infrastructure. Our governance layer provides: * **Role-Based Access Control (RBAC):** Granular permission management ensuring users only access what they need. * **Compliance:** Evaluate AI agents based on legislative and regulatory rulesets. * **Objects (ETA 2026):** Transform AI agents, workflows, and guardrails into modular components that can be transferred across users and organisations. * **Vienna Insights (ETA 2026):** Obtain insights regarding your conversations, focusing on key metrics you want to track. You can input your desired parameters using natural language, and Vienna can generate the relevant dashboards and visual components to best present the information. ### Athena Athena is the intelligent sales execution engine of Captivate, serving as your team's virtual sales assistant built to support sales professionals at every stage of their workflow. It has these main components: * **Knowledge Bot:** This is an AI agent trained on all your relevant marketing and sales materials. * **Mini-Courses:** Athena can help you create personalised Mini-Courses based on your ingested materials and other relevant context. These are five-minute short courses with a Knowledge Test to ensure you're actively learning at any pace you wish. * **Call Pilot:** This is our meeting planner, where you can transform meetings into dynamic "Athena Calls" that affect every aspect of the sales conversation through three modules: * **Before** - Generates real-time call briefings from CRM, email, calendar, and news sources, plus delivers bite-sized training based on conversation needs * **During** - Provides AI live sales support with instant product details and real-time audio analysis for upsell opportunities and objection handling * **After** - Automates CRM updates, follow-up scheduling, contact reports, and conversation-based email generation * **Athena Insights (ETA 2026):** Athena can analyze conversations you've had with both the Knowledge Bot and the Call Pilot and provide meaningful insights based on various parameters such as sentiment, intent, and other relevant metrics. ### Your Company Companies can use Captivate as the foundation to develop their own AI-powered apps by leveraging its flexible SDK, API, and prebuilt components for rapid customisation. *** ## Integrations ### Chat Flows The **Chat Flow** is the core of Captivate. It seamlessly brings together AI Chatbots, Channels, and Live Chat into one cohesive system. At the heart of Captivate is Chat Flow, allowing businesses to: * Assign an AI to a specific channel * Enable live chat escalation when needed * Deploy the same AI assistant across multiple channels When you create a Chat Flow with Captivate, it manages all necessary integrations—ensuring that all human-machine conversations across its connections are compatible and interchangeable. ### AI Chatbots An **AI Chatbot** is a computer program designed to simulate human conversations through text or voice interactions. Within Captivate, you can integrate your existing AI Chatbots or create new ones. Our platform supports the following AI Chatbot infrastructures: * **OpenAI** – GPT-powered AI for natural language conversations * **Custom Chatbot** – We can create a personalised LLM to fulfil your specific objectives ### Channel A **Channel** is the platform that your users access to get information about your company and avail your services. Using a Chat Flow, you can deploy your AI Chatbot in these Channels to assist users with their concerns. Available Channels include: * **Web Widgets** – Embed AI-powered chat on your website * **WhatsApp** – Automate customer support via messaging * **Social Media** – Seamless integration with Facebook Messenger and Instagram * **Custom Channel** – Our team can create a personalised Channel for your preferred deployment area ### Live Chats **Live Chats** pertain to messaging platforms with special app integration features. Thanks to Chat Flows, we can use Live Chats to provide real-time contact between your agents and the users that your AI Chatbots are conversing with. Your Chat Flow is programmed to analyse incoming messages from various Channels, directing them to Chatbots for general responses and to Live Chat agents for specialised answers. Currently supported platforms include: * **Microsoft Teams** – Ideal for customer support and internal collaboration * **Slack** – Organised team communication with third-party integrations * **Custom Live Chat** – The Captivate team can create a custom-tailored Live Chat for your team ### Systems Integrations Captivate supports Zapier AI Actions, unlocking access to 7,000+ integrations with business tools. *** ## Platform Captivate is built on a unique chat routing middleware, designed to seamlessly route conversations between any AI, channel, or live chat platform whilst eliminating vendor lock-in, giving businesses complete flexibility. * **Open & Flexible** – Integrate with any AI, live chat, or CRM system * **Enterprise-Grade Security** – Encryption, anonymisation, and full compliance * **Scalable** – Suitable for small businesses and large enterprises alike * **Deploy Anywhere** – Cloud-based or on-premises hosting options * **Custom AI Models** – Integrate DeepSeek, Gemini, OpenAI, Anthropic, DeepMind, and more * **Flexible Channels** – Add TikTok, Signal, Telegram, and other platforms as needed * **CRM Integration** – Connect with Zoho, Eloqua, HubSpot, and any modern system * **Bespoke Development** – Custom web and mobile chat experiences built by our expert team We've been building AI chat platforms for nearly a decade, with skilled AI engineers and developers who can rapidly create cost-effective solutions. For businesses that want complete control over their AI strategy, Captivate offers the perfect blend of off-the-shelf functionality and full customisation—without vendor lock-in. # Changelog All changes to the Captivate platform will be added here. Guides will be updated concurrently. *** ## v5.0.4 ### 📆2025-12-05 ### ⚠️ Fixed * **Athena** * **General** * **Athena bot late attendance:** Fixed a bug where Athena is late in calls. * **During** * **Late transcriptions:** Fixed a bug where live transcriptions are not being updated as the call happens. * **AI Suggestions errors:** Fixed a bug where AI Suggestions aren't appearing despite having an in-depth transcript. * **After** * **Meeting scheduling errors:** Fixed a bug where meetings aren't being scheduled based on the date and time provided. ### 📆2025-11-20 ### ✅ Added * **Athena** * **General** * **Opportunity Name:** Calls in Athena are now organised into a group of meetings called an "Opportunity" - a reflection of the fact that securing a deal with a company doesn't just happen within a single meeting, but often in a series of calls. * **Before** * **Invite Athena to meetings manually:** Users can now invite the Athena bot into the specific call with a button. * **More manual editable features:** Before module now has more manually-editable features, making meeting setups much easier. * **During** * **After** * **Meeting Scheduler:** The After module now includes the ability to schedule next meetings, with the date and time either lifted from the transcript or manually set up by users. ### 🟧 Changed * **Athena** * **General** * **Tighter text:** Made sure that text throughout the Athena platform are succinct and brief to aid users get information as fast as possible * **Light mode:** Light mode now selected as default color * **No more auto-inviting Athena:** With the button to invite Athena now existing in Before, it's up to users to manually invite Athena into their meeting as they see fit. * **Before** * **Mini Course sources improvement:** Mini Course now also use the Meeting Description and the core Knowledge Bot as a basis of its topics. * **During** * **AI Suggestion page finder:** A textbox exists should users want to switch to a very specific suggestion they have encountered, and if they remember the page. ### ⚠️ Fixed * **Athena** * **General** * **Registration errors:** Fixed a bug that results in faulty registration. * **Call Pilot** * **Name change:** "Call Planner" is now named "Call Pilot" * **Email additions error:** Fixed a bug where adjusting attendees in the main calendar doesn't reflect in the Call Planner. * **Before** * **Mini Course appearance:** Fixed bugs that don't cause the Mini Course to appear based on different actions. * **During** * **Live Transcription error:** Fixed a bug that doesn't make the transcript update itself live during a call. * **AI Suggestions appear too quickly:** Fixed a bug that caused many Live Suggestions to appear. * **After** * **Retention error:** Fixed an error that removes a pre-existing generated After report. ### 📆2025-10-30 ### ✅ Added * **AI Chatbots** * **Compliance!** A new integration that allows users to test the quality of their AI Chatbots based on specific standards. ### ⚠️ Fixed * **General** * **Inconsistent Registration:** Fixed an error where accounts aren't properly registering in the platform. * **Email Fixes:** Fixed the text that appears during registration emails. * **Agent Groups** * **Agent Group Listing:** Fixed a bug where Agent Groups don't appear in the list after making them. * **Captivate Organisations** * **Same Company, different Organisation:** Fixed a bug where the same company has two different Organisations with user lists. ### 📆2025-10-16 ### ✅ Added * **Chat Flows** * **Athena User and Mini Course List:** Have an interface within the Chat Flows view that lets users obtain a list of registered users in an Athena as well as the list of Mini Courses generated in an Athena. * **Athena** * **General** * **Edit with AI:** Most items in the Before/During/After modules can be edited with AI using a simple text prompt. * **Call Calendar (Call Pilot)** * **Calendar Syncing:** Users can see their calendars linked within the Call Calendar (Call Pilot), with non-Athena calls marked grey and Athena calls marked blue. Athena calls can be organised and utilised in live conversations as a **Call Plan**. * **Before** * **Meeting Description:** Non-Athena calls that users want to transform into Athena calls will prompt users to add a Meeting Description that will be used as a basis of the meeting information. * **Build Call Plan:** Athena can now build **Call Plans** based on the Meeting Description. The main "starting information" of a Call Plan is located within the Before module. The Call Plan will provide information like agenda items, predicted objections, analysed pain points, as well as background data of companies and contacts involved in the call. * **During** * **Pull data from Before:** Ticked items from Before are carried over in During. * **Embedded Assistant:** The Knowledge Bot can now be accessed in the During module as a chatbot that users can converse with during meetings. * **Live Transcript:** An Athena bot will automatically join a designated Athena meeting and begin transcribing the call. * **AI Suggestions:** The Knowledge Bot can offer live suggestions based on the transcript of the call. * **Generate After/Re-Generate After:** Users can generate an After module report based on the current transcript with the "Generate After". Meanwhile, existing After reports could be overwritten with "Re-Generate After" - useful when the initial After report has been created while a call is ongoing. * **After** * **AI-based drafting:** Based on the transcript of the call, Athena will create a meeting summary, draft follow-up emails, and suggest action items. ### ⚠️ Fixed * **Athena** * **General** * **Text fixes:** Tightened the language across the platform * **Call Planner** * **Inconsistent call details:** Fixed a bug where the Host and Attendees are being shown incorrectly * **Inconsistent calendar visualisation:** Fixed some visual errors where some details are not showing up properly. * **During** * **Visual fixes in transcription:** Fixed a bug that makes it difficult to see the actual transcript of the call. * **Athena avatar for the bot:** The attendee bot to take transcriptions now use the official Athena avatar for easy identification. * **Live Suggestions navigation:** Navigating the Live Suggestions interface has become easier with new buttons. ### 🆕 Introducing Call Pilot (Athena)

A preview of the Captivate Athena interface, showcasing the view of the main Athena Chat alongside the Mini Course Library, Suggested Questions, Call Pilot, Feedback, and Tutorials.

**Call Pilot** (previously the "Call Calendar") is the most integral part of Captivate Athena's AI sales execution functionality, as it's the feature that directly ties into sales assistance. Aside from studying materials via Mini Courses and conversing with the Knowledge Bot, it's the Call Pilot where users can plan and engage in their calls with Captivate's proprietary AI sales execution assistance. * **Call Pilot:** After connecting your calendar, Call Pilot lets you transform meetings into "Athena calls" that offer AI assistance in any stage of the call process. * **Call Plan:** When accessed in preparation for a meeting, an Athena call is known as a **Call Plan**. They contain: * **Before Module:** This is your pre-call study layer, where AI takes your meeting description and surfaces contact information, company information, agenda items, pain points, potential objections, and meeting-focused Mini Courses that you can study. * **During Module:** This is your in-call layer, where AI can generate live transcripts and provide live suggestions based on both context and items selected in the Before Module. * **After Module:** This is the post-call layer, where AI can take the existing call's transcript and organise next steps. These include auto-updating the CRM as well as providing a call summary, creating a draft email to be sent after the call, listing tasks to be distributed across attendees, and even scheduling the next call. ### 📆2025-09-22 ### ✅ Added * **Captivate Organisations:** * **RBAC (Role-Based Access Control):** Users can now become part of an organisation when they join Captivate via any work email. They can invite users, as well as create and edit roles with Read, Write, and Delete features. Features are divided across User Management, User Role Management, Chat Flows, Reports, and Chat Transcripts. *** ## v5.0.3 ### 📆2025-08-22 ### ✅ Added * **AI Chatbots** * **Custom Tags & Metadata (for *****AI Chatbot > Add Data*****):** Allow users to filter ingested docs using custom keywords. You can test this in the Import Your Information/Add Data step of AI Chatbot creation. ### 🆕 Custom Tags and Metadata

After uploading new data in AI Chatbots > Import Your Own Information, you will be prompted if you want to add metadata. This "Add New Metadata tags" menu is where you will set metadata identifiers so your data is easily organised and sorted.

You can now sort ingested information using metadata tags. This is extremely useful for large quantities of content, as you can now add categories (**Metadata Tag**) and identifiers **(Value)** that the platform can auto-assign to relevant content. You may freely edit this within ***AI Chatbots > Importy Your Own Information.*** *** ## v5.0.2 ### 📆2025-08-14 ### ✅ Added * **General** * **AI Agent Groups (Beta):** With Developer Mode on you can now create AI Agent Groups comprised of many AI Chatbots. Attach this to your Chat Flow and your conversations get auto-routed to the appropriate AI Chatbot. * **AI Chatbots** * **Enable Mini Course Integration (AI Chatbot > Integration):** Start creating Mini Courses based on your bot’s ingested knowledge. ### 🆕 Agent Groups (Beta)

The "Agent Group" window showing a specific Agent Group. When showing the details of an Agent Group, users can see the Agents (AI Chatbots) selected for the group, their original AI Chatbot names, their Provider (LLM), and Example Queries used to toggle the AI router to switch between them.

**Agent Groups** make use of the platform's unique AI router feature, where users can be rerouted to appropriate sources of information (AI Chatbots/Agents) based purely on context. With Developer Mode turned on, users can group existing AI Chatbots into an Agent Group. This Agent Group becomes the equivalent of an "AI Chatbot" that can be used within a Chat Flow. Instead of choosing just one AI Chatbot with limited knowledge, an Agent Group is the "representative" of a network of AI Chatbots. ### 🆕 Enable Mini Course Integration

"Mini Course Integration" window as accessed via AI Chatbots > Integration > Mini Course. This is the main menu that activates the course generation API of Captivate, allowing an AI Chatbot to create Mini Courses when attached to an Athena Channel.

Users can now designate any AI Chatbot as a source of Mini Courses when attached to an Athena Channel. Accessed within ***AI Chatbots > Integration > Mini Course***, any AI Chatbot with this integration enabled can be used with an Athena, with the chat interface now allowing users to create 5-minute bite-sized Mini Courses about any information ingested by the chatbot. *** ## v5.0.1 ### 📆2025-08-04 ### ✅ Added * **General** * **Developer Mode:** Users can now enjoy more advanced features from Captivate by toggling the Developer Mode in their Account Settings. * **AI Chatbots** * **External Bots:** Use an API endpoint to turn third-party chatbots into bots compatible with Captivate Chat Flows. This selection can be toggled once Developer Mode is activated. \ Add Data supports more file types: Aside from PDFs and URLs, you can now upload DOCX, XPS, RTF, TXT, PPTX, XLSX, XLS, and CSV files. * **Markdown format now set as default:** Get more visually-consistent conversations with Captivate bots as we've set Markdown as the default format of responses. \ Select Type Summarized View: Identify your AI Chatbot's selected chatbot Type easier with the modified Select Type view. Users will also receive a warning before choosing another Type. * **Chat Flows** * **Atomization of edits:** Editing Chat Flows will now open a selector that lets you choose which specific Chat Flow component you want to edit - whether the AI Chatbot, Channel, Livechat, or all of them at once. * **Athena** * **Product Rename:** The **"Full Chat"** Channel is now **Athena**, our AI sales execution platform. Create a mini-site within our platform that allows you to focus on selling, complete with our sales execution suite. * **Badges now available:** Passing a Knowledge Test now rewards users with a course Badge. They no longer will be able to retake the Knowledge Test. * **Add Feedback options:** Create a list of suggested subject lines and emails where user feedback is automatically sent, allowing you to respond to user suggestions and complaints much faster. * **Add Terms and Conditions:** Attach Terms and Conditions to your Full Chat to accommodate specific legal requirements by your team. * **Start Chat Toggle (You and AI):** Use a toggle to choose whether you or your AI Chatbot will start a conversation in your Full Chat. This is set to your AI Chatbot by default. * **Multi-Select Languages:** Choose which languages you want your Full Chat to appear in, auto-translating components based on the language the user selects. \ Back to Library button: Use a "Back" button inside a Mini Course to go back to your Mini Course Library. * **Sidebar View Toggle:** Hide the Full Chat sidebar to get a more focused view of your current section. * **Unread Chats now numbered: Y**ou can now see the number of unread chats in your Full Chat within the dedicated "Unread Chats" part of the interface. ### 🟧 Changed * **Chat Flows** * **Full Chat icon is now Athena: Y**ou will now see Athena's headshot as the icon for Full Chat. \ Add Suggested Questions for your Full Chat: Create Suggested Questions for your Full Chat users, giving them examples of prompts to ask your AI Chatbot. * **Updated Full Chat subdomain URLs:** Full Chats created in Captivate now appear as "\[subdomain].athena.captivate.com" * **Suggestion Questions lead straight to chats:** Clicking a Suggested Question in your Full Chat will now create a new chat with your bot, with that specific question as your first query. * **Unique Knowledge Test per take:** Knowledge Tests now feature non-repeating questions and answers, ensuring every test iteration is different. * **Notifications are now clickable:** Clicking a Notification will send you to the conversation associated with it, letting you access responses much faster. ### ⚠️ Fixed * **General** * **Removed legacy dependencies:** We have removed legacy dependencies from our codebase repository, as most of them are either broken or outdated. * **AI Chatbots** * **Incorrect token count:** Fixed instances of incorrect token counts being reflected on specific bots. \ Estimated Token Cost on Add Data: Fixed an error where ingested files are auto-computed for token consumption. Now, only selected files for pre-ingestion will get an Estimated Token Cost. * ``` **Athena** ``` ``` * **Visual fixes:** Adjusted the extra space to Tools selections, fixed theme color errors, correct profile images reflected across conversations and settings, renamed components for better UX. * **Chat rename on refresh:** Fixed instances where new chats are auto-renamed on refresh. New chats now automatically get renamed based on conversation context as users converse with AI Chatbots. * **Double language options**: Fixed a bug that causes the appearance of multiple instances of the same language in the Language selection dropdown. ``` ### 🆕 Full Chat is now Athena

A preview of the Captivate Athena interface, showcasing the view of the main Athena Chat alongside the Mini Course Library, and Feedback.

We've renamed our Full Chat channel into **Athena**, our AI sales execution platform. When you create an Athena inside ***Chat Flow > Channels***, we will provide a "mini-site" you and your sales representatives can use to help your sales process. It comes with these features: * **Knowledge Base:** The AI Chatbot attached to the Athena will become the primary Knowledge Base of your Athena. Conversations here will be based on knowledge ingested by your AI Chatbot, so you can create a dedicated AI Chatbot for your Athena that will ingest your marketing and sales materials. * **Mini Course:** Through the ***AI Chatbot > Integration > Mini Course*** feature, your AI Chatbot can create bite-sized Mini Courses that Athena users can study in preparation for their sales calls. These Mini Courses will be based on your AI Chatbot's knowledge. *** ## v4.0.0 ### 📆2025-03-21 ### ✅ Added * **Full Chat Channels are live!** If you want your AI Chatbot to have a dedicated webpage, you can finally create a full-sized messaging page with our Full Chat Channels. * **Markdown now supported by Web Chats!** Expect more visual flair when conversing with our Web Chats thanks to markdown language support. * **Speech Options make Web Chats for accessible!** Use Speech Options with Web Chats to add options to talk to AI Chatbots with your built-in microphone or even hear their responses. * **Other Options provide more customizability to Web Chats!** Customize more specific aspects of your Web Chat such as strings that indicate *"text sent by"* or text to *"download transcript*." ### 🟧 Changed * **Transcripts** * **Replaced Name with Last Chat Message:** Instead of listing the *Name* of the users who conversed with an AI Chatbot in the Transcripts, we're listing their *Last Chat Message* instead. * **Import Your Own Information** * **More Filter Options:** You can now sort your data more intuitively with updated filter options inside AI Chatbots > Add Information. In the Import Your Own Information window, you can now filter columns in ascending or descending order, and filter the types of data displayed based on their status. * **File Folders with URL Crawler:** Use Captivate Chat's built-in URL Crawler feature to find file folders, making the data ingestion process more efficient. ### ⚠️ Fixed * Fixed a bug where the button to request for Live Agents are not visible when opened using Safari. * Fixed a bug that doesn't reset the checkbox of a deleted Transcript. * Fixed a bug where mass ingestion via Chatbot > Add Information suddenly stops while still incomplete. * Fixed a bug where ingestion via Chatbot > Add Information didn't make any progress at all. ### 🆕 Full Chat Channels will dedicate a webpage for your AI Chatbot

Create a "Full Chat" Channel within Chat Flows > Channels will set up an AI Chatbot that occupies an entire webpage.

While our Web Chat Channels can be expanded to occupy a larger portion of your screen, they're still technically a part of whatever page you assigned them to. This all changes with **Full Chat Channels**, as this lets you set up an AI Chatbot that will occupy an entire webpage! You can finally direct your users to a webpage dedicated to a chatbot - great for interactive sessions! ### 🆕 Markdown Syntax now supported by Web Chats

Web Chats now support Markdown syntax, allowing AI Chatbots to provide more structured and visually appealing responses.

Our Web Chats now support **Markdown** syntax, allowing AI Chatbots to provide more structured responses. Enjoy tables, headers, and other formatting options when conversing with your AI Chatbots. ### 🆕 Customize Web Chats further with Other Options!

The "Other Options" menu under Chat Flow > Channels > Web Chat will now let users change specific values of text fields of their web chats and widgets, adding more variety to messages.

We've incorporated **Other Options** in Configure Web Chat, giving you the opportunity to provide specific string values to other parts of your AI Chatbot's web chats or web widgets. Unlike values such as your AI Chatbot's name or organization name, Other Options can let you customize more UI-leaning elements, specifically what your Web Chat says when... * ...you want to download the transcript * ...it tells the date "today" * ...you want to chat with a Live Agent * ...you want to send a message to your Web Chat * ...you want to start a conversation And many more! ### 🆕 Speech Options make Web Chats more convenient!

"Speech Options" in Chat Flows > Channel > Configure Web Chat will allow users to toggle options that will let them talk to AI Chatbots via their microphone (Enable Voice In) and/or hear spoken responses (Enable Read Out).

Thanks to **Speech Options** within Configure Web Chat, we can now toggle more advanced and accessible audio options when interacting with our AI Chatbots. Depending on your preference, you can: * **Enable Voice In:** This will let users use their microphone to talk to your AI Chatbot. * **Enable Read Out:** This will let users get their AI Chatbot's responses in audio form. ### 🆕 Last Chat Message in Transcripts

"Last Chat Message" replaces "Name" in Transcripts, allowing users to see the last chat message sent before being logged into the Transcript for that specific time period.

We've removed the "Name" column in Transcripts and replaced them with **Last Chat Message**, giving you the last message sent to the conversation before it was logged by the system. ### 🆕 Filter Options now available in Import Your Own Information

AI Chatbots > Add Data will bring users to an updated Import Your Own Information page, where there's a Filter for Status (Active/Other States) and Type (Web/PDF) as well as the option to sort things in ascending and descending order.

Users can now filter and sort their data more efficiently in the "Import Your Own Information" page. New options include: * **Filter:** Only reveal data based on their **Status (Active or Other Statuses)** and/or their **Type (Web or PDF)** * **Sort:** Select arrows beside the name of the column you want to sort in descending or ascending order. *** ## v3.5.1 ### 📆2025-02-10 ### ✅ Added * **Custom Channels are here!** If you want to integrate Captivate Chat functionalities into your own Channel outside our offerings, you can finally do so! * **Citations are now live!** You can make your AI Chatbot provide sources of its data whenever it provides responses to users. * **Token Estimation errors** are now reported! The platform will now let you know if a URL you plan on ingesting isn't available for processing. * **Asynchronous messages** are now saved in Transcripts. Messages that are via the Chatbot directly from agents (without using the Chat Flow) are now stored alongside traditional messages. * **Session Expiry** can now be set in select Channels. This will end inactive chats after a set number of days. ### 🟧 Changed * Changed a button in the Edit Data section of the Create AI Chatbot process. ### ⚠️ Fixed * **Smileys are back!** We fixed a chat error regarding emojis, so now you can add emojis to your conversations with AI Chatbots! * Fixed a bug where pages are forcibly refreshed after the user uploads a file of the same file name multiple times during the Web Widget Test. * Fixed a delay between the time users choose files to ingest and the system starts ingesting it. * Fixed a bug that delays the Add Information section of the Create AI Chatbot process after an ingestion procedure is cancelled. * Fixed a bug that doubles the URLs ingested when using the Captivate Chat URL Crawler. ### 🆕 Custom Channels

Select "Custom Channel" under Chat Flows > Channel in order to show your AI Chatbot in your very own Channel of choice outside our regular options.

**Custom Channels** are now available as a Channel option for Captivate Chat users. Select this if you want to show our AI Chatbot and connect your users to Live Agents in a different platform outside of our offerings. This will require some manual setup, which we will provide in our guide! ### 🆕 Citations

In the "Import Your Own Information" window, you can toggle "Enable Citations" so your AI Chatbot will send an extra message after each response that contains the sources of its answers.

**Citations** are now available in your Captivate Chat bots! This takes the form of a simple but powerful toggle in *AI Chatbots > Add Information.* If you turn on this toggle, your AI Chatbot will provide an extra response that contains the sources of their answers. ### 🆕 Token Estimation Errors

Faulty URLs will now be flagged during the Token Estimation process of the AI Chatbot > Add Information part of the AI Chatbot Creation process.

We now have **Token Estimation Errors** that will appear as error messages when trying to ingest faulty URLs. These errors will come with tooltips that explain why these URLs haven't been ingested, which range from inaccessible URLs to incompatible formats. ### 🆕 Session Expiry

When editing Channels, you can change the "Session Timeout (Days)" of Instagram, Facebook Messenger, and WhatsApp. This will dictate the number of days before an existing inactive conversation is closed.

**Session Expiry** can now be modified in your Channels. This dictates the number of days before an existing (but inactive) conversation with your AI Chatbot on Instagram, Facebook Messenger, or WhatsApp is closed. *** ## v3.5.0 ### 📆2025-01-29 ### ✅ Added * We now support **SCA Stripe**. SCA, which stands for Strong Customer Authentication, allows us to offer more secure transactions when purchasing Captivate Chat Tokens or upgrading your subscriptions. * **Web Widgets:** * **Full Screen Embeds** are now available for Web Widget Chat Flows! Simply customize a special iframe code with your Web Widget's API and put that into the HTML of the webpage where you want a full screen AI Chatbot to greet your customers. * **Metadata:** * Will now have **conversation dates** added by default, helping you keep track of important information much faster. * Initial metadata will be stored in custom metadata, making data retrieval more efficient. * **Captivate AI & LLM API** will now make it easier for AI devs to integrate with AIs with Captivate Chat. * **Custom Channels:** * **New APIs** are available to make conversation deletions in the index (not the real sessions) much easier to manage if you're using our **Custom Channels:** * Use the `conversation_id` of that specific conversation to delete it from the index. * Use the `user_id` of the user in question to delete all their conversations from the index. * Asyncrhonous messaging via `send_message` can now handle file attachments. ### 🟧 Changed * **Free and Basic Accounts** now get **1,000,000 Tokens!** This leaves you more room to try Captivate Chat for your projects. * **AI Chatbots:** * Clicking any AI Chatbot will immediately reveal the list of modifications you can do to them. ### ⚠️ Fixed * Fixed some UI inconsistencies to provide a more seamless experience. * Fixed deep crawler issues, so it now: * Shows results in the estimator (instead of no results). * Is not case sensitive (it was previously) * It doesn't need "[www](http://www)." (it previously did) * Fixed issues involving the ingestion of at least 100 URLs. * Fixed issues involving the creation of an AI Chatbot directly from the Chat Flow process. ### 🆕 Captivate AI & LLM API

This is a Python Package Index (PyPI) screenshot of the Captivate AI & LLM API, an API developed by Captivate Chat to handle its API formats.

We have released the **Captivate AI & LLM API.** Access it [here](https://pypi.org/project/captivate-ai-api/). We developed the Captivate AI & LLM API to handle Captivate Chat's API formats. This flexible messaging and metadata management system is built using Pydantic models and designed to handle complex communication scenarios with robust checking and validation. Its main features include dynamic metadata handling, immutable session and chat properties, flexible message type support, custom metadata manipulation, and conversation title management. ### 🆕 Full Screen Embed Code

A Web Widget adjusted to fit a full screen resolution thanks to the Full Screen Embed Code. If you fill up a special iframe code with your Web Widget API and paste that code into the HTML of your assigned webpage, that particular webpage becomes a full-screen AI Chatbot.

We have made a **Full Screen Embed Code** for you to use with your Web Widget Chat Flows! Unlike our traditional embeds that provide you with an interactive AI Chatbot within a webpage, our Full Screen Embed Code will "fill" the webpage with your AI Chatbot. In order to do this, simply put your Web Widget API into a special iframe code you can access in [Channel: Web Chat](/start-creating/create-a-chat-flow/select-channel/channel-web-chat) *** ## v3.4.1 ### 📆2025-01-10 ### ✅ Added * **AI Chatbots:** * **Select Type** now has a toggle for **Full Chat History**, letting you decide if you want your AI Chatbot to respond based on previous conversations with the user or to treat every conversation as a completely new one. * You can now set **session expiration timers** within an AI Chatbot so they can automatically end an inactive session after your specified period of time. ### 🆕 Full Chat History

The "Use Full Chat History For AI Context" toggle in "Select Type" when creating your own AI Chatbot will determine if the specific AI Chatbot in question will use all prior conversations with the user as the contextual basis of the current session. Toggling yes will do so, and toggling no on Full Chat History will treat each session as a completely new one. — The "Use Full Chat History For AI Context" toggle in "Select Type" of the AI Chatbot creation process. This will determine if the specific AI Chatbot in question will use all prior conversations with the user as the contextual basis of the current session. Toggling yes will do so, and toggling no on Full Chat History will treat each session as a completely new one.

We've added a **Full Chat History** toggle in the "Select Type" page of the AI Chatbot creation process. Taking the form of the "Use Full Chat History for AI Context" button, this will toggle whether the AI Chatbot in question will use all prior sessions with the user as context for its current responses. Doing so will cost more tokens, but will provide maximum accuracy. ## v3.4.0 ### 📆2025-01-03 ### ✅ Added * **Tutorials are live!** Learn the ropes in creating your AI Chatbots, Chat Flows, and Live Agent integrations within the Tutorial page of the Captivate Chat platform! * **Meet our Guidebot!** We've deployed our Guidebot within the Captivate Chat platform! Once you log in to your account, you can ask our Guidebot for any advice as well as tips and tricks on how to best use Captivate Chat for your needs! * **Mobile Optimization notice** appears when users to try to access Captivate Chat on mobile platforms. * **AI Chatbots:** * **URL Crawler** is now added under "Import Your Own Information" that auto-searches all URLs under a single URL. This will make importing groups of URLs under a "mother" URL much easier. ### 🟧 Changed * **Our Token Estimator now uses Server-Sent Events (SSEs)**. Thanks to SSEs, we should be experiencing faster and more efficient resource management. With SSEs, AI Chatbots should be able to ingest new information much faster. * **Cost-Saving toggle for Chat Histories are available globally.** We will now provide a global toggle for users to choose if they want to view the full or AI-analyzed chat histories of their AI Chatbots. * This is unlike in previous versions, where this toggle is placed inside each AI Chatbot. * As per the previous version, the AI-analyzed chat histories will cost fewer tokens to produce. ### 🆕 Tutorials

The "Tutorial" page in the Captivate Chat platform contain videos that explain essential processes in using Captivate Chat. They are arranged in tiles, with a thumbnail and the name of the lesson.

Learning about Captivate Chat has never been easier! Get in-depth tutorials on how to use the Captivate Chat platform using our **Tutorials** page! We have Tutorials for most of our processes in the platform, and we'll constantly update these Tutorials whenever we have major releases. To access our Tutorials, simply click the ![The "Tutorials" button on the left side of the dashboard leads to the "Tutorial" page. The The "Tutorial" page in the Captivate Chat platform contain videos that explain essential processes in using Captivate Chat. They are arranged in tiles, with a thumbnail and the name of the lesson.](/files/M8rVYKuGCI8A4aiXnewf) button on the left side of the Captivate Chat dashboard. ### 🆕 URL Crawler

The "Import Your Own Information" page of the AI Chatbot creation process now features a URL Crawler. This is accessed via pressing the "Import Button." With this, users can now enter one URL and it will take the first layer of URLs sharing its section.

We've added a **URL Crawler** to the "Import Your Own Information" page of the AI Chatbot creation process. Users can now choose to enter a URL and Captivate Chat will gather all relevant URLs of its similar section. If you want to retrieve relevant URLs within a particular website layer, the URL Crawler can also be used with a **wildcard character or an asterisk (\*)**. ### 🆕 Mobile Optimization Notice

The Captivate Chat platform can be opened in mobile browsers but it's not yet optimized for mobile devices. We've added a Mobile Optimization Notice to warn users that while they can proceed to the Captivate Chat platform, its functions might not work properly in their device.

We added a **Mobile Optimization Notice** for users trying to access our platform using their mobile devices. As have yet to fully optimize the Captivate Chat platform for mobile users, this means many functions of the Captivate Chat platform might not work properly in mobile browsers. You can continue to use the platform normally via mobile by clicking "Continue to Site" when you see the Mobile Optimization Notice. *** ## v3.2.0 ### 📆 2024-10-02 ### ✅ Added * **Token Metrics** are now revealed for major AI Chatbot uses such as ingesting information, training, and various conversations to aid payment tracking. * **AI Chatbots** now have a limiter and organizer to maximize Token usage without overwhelming their systems. This should lessen situations of AI Chatbots randomly slowing down. ### 🟧 Changed * **Web Widget Preview:** The Web Widget Preview now has a more noticeable *Page Settings* button to access its features. * **Import Your Own Information (AI Chatbots):** Pagination should now reveal ingested PDFs and URLs in sets of 10 for more efficient compilation and access to users. ### ⚠️ Fixed * Made minor adjustments to the UI to improve accessibility and encourage a more engaging experience. * Streamlined Token tracking so users are immediately notified if they have run out of Tokens. * Ensured that **delete** information (URLs, PDFs, accounts) are permanently deleted as intended. * **Microsoft Teams:** Transcripts of the AI Chatbot's conversation with a user are now retained when their concern is escalated to a Live Chat agent in MS Teams. ### 🆕 Token Metrics

Tokens are now tracked throughout Captivate Chat features. The main Token count is revealed on the left side of the dashboard at all times, giving users an idea how many Tokens they have consumed, when their next Monthly Usage Reset would be, and any Extra Tokens they possess.

The Captivate Chat platform will now show **token metrics** to keep track of your Tokens whenever you use them across various parts of the platform. These include: * Ingesting data that are uploaded into the system. * Conversations between users and the AI Chatbots they create. * Testing and deploying AI Chatbots in various platforms. These token metrics can aid in managing your Captivate Chat plan, as major AI functionalities of the platform rely heavily in Token usage. In line with this new change, we are also going to **actively track** Token usage across the platform and notify users whenever they have to purchase more Tokens. ### 🆕We revamped the Web Widget Preview

The Web Widget Preview of Setup > Chat Flow > Channels > Web Widget is revamped with a more streamlined look.

We've upgraded the look of our **Web Widget Preview**! You can now preview your Web Widget Chat Flow with a completely revamped background.

The Web Widget Preview of Setup > Chat Flow > Channels > Web Widget now has a more visible "Page Settings" button to edit the live preview.

The ![](/files/6GQj7AARBbkkIq5K7TWn) button is now more visible and accessible, making it much easier for users to modify their live preview setup. *** ## v3.1.1 ### 📆 2024-09-19 ### ✅ Added * **Makeover!** We've updated the Captivate Chat website to feature our new logos! * **Edit AI Chatbots while making Chat Flows!** You can now directly modify your AI Chatbots while creating your Chat Flows. ### 🟧 Changed * **Transcripts** now feature a separate **Date Range** filter instead of the previous **By Date** sorting filter. ### ⚠️ Fixed * Fixed a bug that doesn't load the complete list of ingested content for some Chat Flows. * **Chat Flow > Channel > Web Widget:** Fixed a typo. There is now an *"Embed Web Widget"* option instead of the previous *"Embed Live Chat"* option. ### 🆕 Website Makeover!

The new Captivate Chat website featuring its updated logo with a blue color palette.

We're giving the Captivate Chat website a major makeover! This new update features **new logos** we've prepared for Captivate Chat, now featuring a sleek blue color palette designed to evoke a more professional and relaxing atmosphere. ### 🆕 Edit your AI Chatbots while making Chat Flows

Users can now click the three dots above their AI Chatbot choice in Setup > Chat Flow > My AI Chatbots to directly modify their AI Chatbots during the Chat Flow creation process.

We know that creating an AI Chatbot from scratch is wildly different when compared to connecting them to the rest of your Channels and Live Chats via a Chat Flow, as there are things you would only notice about your AI Chatbot after bringing everything together. It's for this reason that we added a new feature that lets you **edit your AI Chatbots during the Chat Flow creation process**. After clicking *Setup > Chat Flow*, the list of AI Chatbots present in *My AI Chatbots* menu now feature a three dots that enable you to edit them straight in the Chat Flow-creation process. This means you no longer have to go all the way back to *Setup > AI Chatbot* just to modify an AI Chatbot you'd use for your current Chat Flow - you can do everything in one convenient location. *** ## v3.0.0 ### 📆 2024-09-18 ### ✅ Added * **Incident Tracker** now informs users whenever Captivate Chat services are down. * **Overwrite Warning** will inform users that changing the Channel of an existing Chat Flow will remove their current setup. ### 🟧 Changed * **Transcripts** now feature various options to simplify their use, such as sorting and deletion options. ### ⚠️ Fixed * AI Chatbots now properly recognizes postal codes of locations. * AI Chatbots no longer declares in a separate chat message that they are checking for available Live Chat agents upon request, as we already have a preset message prepared when users ask to be escalated to a Live Chat agent. * **AI Chatbots > Select Type:** Removed a bug that triggers the *"Submit & Test"* function whenever users select a tooltip. ### 🆕 Overwrite Warning (Chat Flow)

Trying to change the Channel of an existing Chat Flow will now provide a warning to users that doing so will overwrite their existing data.

We have included an **override warning** in Chat Flows that will activate whenever users try to change the Channel of an existing Chat Flow. Undergoing this process will overwrite their data, and any overwritten data can no longer be retrieved. It's advisable for users to duplicate their existing Chat Flow before switching Channels, as doing so will force them to start creating their Chat Flow from scratch. ### Transcript Options

The Transcript page offers various features such as a Search function, as well as sorting through Filters such as Email, Channel, or Chat Flow. There are options to pick a Date to sort lists of conversations, as well as the option to check multiple conversations for deletion.

The **Transcript** page now offers different options for users to sort conversations detected by the Captivate Chat platform. These include the following: * **Checkbox selection of conversations.** You can also mass-delete these conversations by pressing the ***Delete*** button, although this is irreversible. * **Sort by various filters**, such as Date the conversation occurred, the Email used, Channel where the conversation took place, and the Chat Flow that managed the conversation. *** ## v2.2.0-2 ### 📆2022-02-02 It's now much easier to use the Captivate Hub for your **Livechat** needs! We're introducing new ways to modify your Livechat to automate certain tasks. Thanks to **Manual Assignment**, you can now set pre-determined messages that trigger after specific conditions - such as assigning chats based on an agent's MS Teams status. Agents can also use the new ***`"Reassign"`*** command to transfer the chat to another available agent. ### ✅ Added * reCaptcha support on registration * Added new environmental variable on frontend `REACT_APP_GOOGLE_RECAPTCHA_KEY` * Implementation of **Manual Assignment** * Added `manualAssign (bool)` `manualMessageUsersExist(string)` `manualMessageUsersNotExist (string)` `idleTimeoutBeforeAssign(int) (in minute)` `idleTimeoutAfterAssign(int) (in minute)` `idleMessageBeforeTimeout (string)` `idleMessageAfterTimeout (string)` to Hub properties. * Implementation of **Agent Status** * Added `agentStatus (Array) [Available,Busy,Away,Offline]` to Hub properties. * Implementation of **Reassign Agents** * New React frontend * Added `GOOGLE_SECRET_KEY` to enviromental variable on chatbot * **Livechat** configuration editor on frontend * New Teams app permissions * `Site.Read.All` (for accessing files to teams and send it to channels) * `Group.ReadWrite.All` (for modifying teams channel permissions) ### 🟧 Changed * All messages on channels to MS Teams is now tagged to selected agent ### 🟥 Removed * Removed support for the legacy frontend. preferred the new React frontend ### ⚠️ Fixed * Emojis and attachment message filter on agents' message * Messages on direct mode is now properly sent to Teams Desktop and Teams Mobile ### 🆕 Agent Status (Livechat) You can now **modify agent assignments** based on their **presence status** in MS Teams. Using the Livechat configuration, you can **set chat assignments** based on an agent's **status** or availability in MS Teams. Commands can affect agents who set themselves as `"Available",` `"Busy",` `"Away"` and `"Offline."` This example video demonstrates a Livechat configured to only assign chats to someone set as `"Busy".` Check it out: {% embed url="" %} Agent status demonstration {% endembed %} ### 🆕 Manual Assignment (Livechats) You can now **activate *****Manual Assignments*** when configuring a Livechat. This allows **pre-made messages** to be sent after **meeting certain conditions**. Here are the properties you can modify: * `manualMessageUsersExist(string)` Displays a message **if there is an available agent** to respond to the client. * `manualMessageUsersNotExist (string)` Displays a message **if there are no agents available** to respond to the client. * `idleTimeoutBeforeAssign(int) (in minute)` A value **(in minutes)** before a timeout is declared, **should a conversation not be escalated** to an agent. * `idleTimeoutAfterAssign(int) (in minute)` A value **(in minutes)** before a timeout is declared, **if there's an agent assigned but neither agent nor client is responding** to each other. * `idleMessageBeforeTimeout (string)` Displays a message when `idleTimeoutBeforeAssign(int)` elapses. * `idleMessageAfterTimeout (string)` Display a message when \`\`idleTimeoutAfterAssign(int)\` elapses. #### ➦ Default Values Here are the **default Manual Assignment** values: * `manualAssign (bool):` false * `manualMessageUsersExist(string):` “Our agents know you’re waiting and will chat here as soon as they’re free.” * `manualMessageUsersNotExist (string):` “Our agents is currently busy at the moment.” * `idleTimeoutBeforeAssign(int) (in minute):` 5 * `idleTimeoutAfterAssign(int) (in minute):` 10 * `idleMessageBeforeTimeout (string):` “Our agents is currently busy at the moment.” * `idleMessageAfterTimeout (string):` “Livechat Ended” #### ➦ Example Scenarios You might find this manual assignment feature useful if you encounter the following scenarios: * **There are available users.**\ Displays: **manualMessageUsersExist(string)** \ Suppose Teams Group A is connected to the Captivate Hub web widget, and the channel is asking if there are any agents available. Agent A (Busy) and Agent B (Available) are currently online.\ \ If Manual Assignment exists that assigns a chat to anyone set as "Available" (Agent B), then the channel has to declare that there's at least one agent (Agent B) that might be available to assist them.
* **There are no available users.**\ Displays: **manualMessageUsersNotExist(string)** \ \ Suppose Teams Group A has an active channel asking if there are agents available. However, both Agent A (Busy) and Agent B (Busy) are both occupied. \ \ If only "Available" agents are programmed to receive chat assignments, then the channel declares there are no available agents to assist them.
* **Time has elapsed and no users managed to assist them.**\ Runs: **idleTimeoutBeforeAssign**\ Displays: **idleMessageBeforeTimeout**\ \ Suppose Teams Group A has an active channel asking for agents, and Agent B (Available) is not busy. This will have the channel declare that an agent will assist the client soon. Until such a time that Agent B responds to the client, the chatbot will run the Idle Timeout counter. \ \ If the assigned time elapses and Agent B hasn't responded, a message explains that chat will be put on time out due to the lack of agent response.
* **Time has elapsed that the agent and client didn't speak to each other.**\ Runs: **idleTimeoutAfterAssign**\ Displays: **idleMessageAfterTimeout**\ \ Suppose Teams Group A has an active channel asking for agents, and Agent B (Available) managed to respond to the client's questions. After some time, someone in the conversation hasn't responded. This triggers a background Idle Timeout counter.\ \ If the assigned time elapses, a message appears that states one of the parties have yet to respond and the chat will be put on time out. {% embed url="" %} Manual Assignment Demo {% endembed %} ### 🆕 Reassign Agent You can now use the ***`"Reassign"`*** command to **reassign agents within the same Teams group.** Normally, a Support Chatbot is assigned to an available Live Support Agent so they can answer client queries on their behalf. However, not all Live Support Agents can answer a client's questions. This is where ***Reassign*** comes in. Should the need arise to transfer control of the Support Chatbot to another Live Support Agent, do this **in the MS Teams chat:** 1. Type ***`"@TheCaptivateHub"`*** to tag the Captivate Hub 2. Type ***`"Reassign"`*** and press *Enter*. 3. An automated message will appear alongside a drop down of available team members. 4. Select the desired team member to transfer the Support Chatbot. Check out the video below: {% embed url="" %} Reassign agent demo {% endembed %} *** ## v2.2.0-1 ### 📆2021-08-26 **Instagram support is now live!** You can now use Captivate Hub to create chatbots for Instagram via the Watson Assistant. Before you create your Instagram chatbots, make sure your Instagram account is a Business Account and that it is connected to your Facebook Page. We made updates to the documentation to reflect these new changes. ### ✅ Added * **Instagram** support * Add bot templates support on Watson Assistant * New enviromental variable for app-ecb-frontend (frontend / legacy) * `REACT_APP_FACEBOOK_APPID` - Facebook Application ID * New enviromental variable for app-chatbot (chatbot) * `FACEBOOK_APPID` - Facebook Application ID * `FACEBOOK_SECRET` - Facebook Application Secret Key * New permissions added to Facebook Application * `instagram_manage_messages` * `instagram_basic` * `pages_manage_metadata` * `pages_show_list` ### 🟧 Changed * Using Facebook OAuth to add Facebook / Instagram as channels (same as Twitter now) * Enabled public registration * Update Microsoft Teams permissions for AppSource () ### 🆕 Instagram Integrations Before attempting integrations, please ensure that you're using an **Instagram Business Account**. This account has to be **connected to your Facebook page**. For more information, please click [here](https://www.facebook.com/business/help/898752960195806). #### ➦ Facebook Developers Advance Access * public\_profile * pages\_messaging * Business Asset User Profile Access * instagram\_manage\_messages * instagram\_basic * pages\_manage\_metadata * pages\_show\_list #### ➦ Facebook Developers Valid OAuth Redirect URLs * Your app-channel-gateway Public URL (ex: ) #### ➦ Facebook Developers Allowed Domains for the JavaScript SDK * Your frontend Public URL (ex: ) To add Instagram to the Hub, you click the link below: {% content-ref url="/pages/K3oA79KPLTUTTsJbnstn" %} [Broken mention](broken://pages/K3oA79KPLTUTTsJbnstn) {% endcontent-ref %} ### ⚠️ Teams Application Permission * Channel.Create * Channel.Delete.All * Channel.ReadBasic.All * ChannelMessage.Read.All * Chat.ReadWrite * Group.Read.All * Presence.Read.All * Team.Create * Team.ReadBasic.All * TeamMember.ReadWrite.All * TeamActivity.Send * TeamAppInstallation.TeadWrite * User.ReadBasic.All *** ## v2.2.0 ### 📆2021-08-06 This is the Initial release of the **Captivate Hub** to the public. ### ✅ Added * Bot Template setup * Registration ### 🟧 Changed * Changed frontend () to the new design * Old frontend will be hosted on legacy. * Moved to Gitbook # Copy of Changelog All changes to the Captivate Hub will be added here. Guides will be updated concurrently. ## 📆 v3.4.0 - 2025-01-03 ### ✅ Added * **Tutorials are live!** Learn the ropes in creating your AI Chatbots, Chat Flows, and Live Agent integrations within the Tutorial page of the Captivate Chat platform! * **Meet our Guidebot!** We've deployed our Guidebot within the Captivate Chat platform! Once you log in to your account, you can ask our Guidebot for any advice as well as tips and tricks on how to best use Captivate Chat for your needs! * We now support **SCA Stripe**. SCA, which stands for Strong Customer Authentication, allows us to offer more secure transactions when purchasing Captivate Chat Tokens or upgrading your subscriptions. * **Mobile Optimization notice** appears when users to try to access Captivate Chat on mobile platforms. * **AI Chatbots:** * **Select Integrations** within AI Chatbots are now fully functional. User emails and names will be sent to the platforms you integrated into the AI Chatbot during the AI Chatbot Creation and AI Chatbot Update processes. * **URL Crawler** is now added under "Import Your Own Information" that auto-searches all URLs under a single URL. This will make importing groups of URLs under a "mother" URL much easier. * You can now set **session expiration timers** within an AI Chatbot so they can automatically end an inactive session after your specified period of time. ### 🟧 Changed * **Our Token Estimator now uses Server-Sent Events (SSEs)**. Thanks to SSEs, we should be experiencing faster and more efficient resource management. With SSEs, AI Chatbots should be able to ingest new information much faster. * **Cost-Saving toggle for Chat Histories are available globally.** We will now provide a global toggle for users to choose if they want to view the full or AI-analyzed chat histories of their AI Chatbots. * This is unlike in previous versions, where this toggle is placed inside each AI Chatbot. * As per the previous version, the AI-analyzed chat histories will cost fewer tokens to produce. ### 🆕 Tutorials

The "Select Integration" page of the AI Chatbot creation process will let users choose what platform they want to use to receive data from AI Chatbots. This integration will store the emails and names of users that ask an AI Chatbot to connect them to a Live Agent.

The **Select Integration** page of the AI Chatbot creation process is now live. Users can use this page to customize where their AI Chatbots will send customer data whenever they ask AI Chatbots to connect them to Live Agents. We currently offer HubSpot, Email, and Google Sheets as our integration platforms. As of now, we can only collect a user's name and email address. ### 🆕 URL Crawler

We added a **Mobile Optimization Notice** for users trying to access our platform using their mobile devices. As have yet to fully optimize the Captivate Chat platform for mobile users, this means many functions of the Captivate Chat platform might not work properly in mobile browsers. You can continue to use the platform normally via mobile by clicking "Continue to Site" when you see the Mobile Optimization Notice. *** ## 📆 v3.2.0 - 2024-10-02 ### ✅ Added * **Token Metrics** are now revealed for major AI Chatbot uses such as ingesting information, training, and various conversations to aid payment tracking. * **AI Chatbots** now have a limiter and organizer to maximize Token usage without overwhelming their systems. This should lessen situations of AI Chatbots randomly slowing down. ### 🟧 Changed * **Web Widget Preview:** The Web Widget Preview now has a more noticeable *Page Settings* button to access its features. * **Import Your Own Information (AI Chatbots):** Pagination should now reveal ingested PDFs and URLs in sets of 10 for more efficient compilation and access to users. ### ⚠️ Fixed * Made minor adjustments to the UI to improve accessibility and encourage a more engaging experience. * Streamlined Token tracking so users are immediately notified if they have run out of Tokens. * Ensured that **delete** information (URLs, PDFs, accounts) are permanently deleted as intended. * **Microsoft Teams:** Transcripts of the AI Chatbot's conversation with a user are now retained when their concern is escalated to a Live Chat agent in MS Teams. ### 🆕 Token Metrics

We've upgraded the look of our **Web Widget Preview**! You can now preview your Web Widget Chat Flow with a completely revamped background.

The ![](/files/6GQj7AARBbkkIq5K7TWn) button is now more visible and accessible, making it much easier for users to modify their live preview setup. *** ## 📆 v3.1.1 - 2024-09-19 ### ✅ Added * **Makeover!** We've updated the Captivate Chat website to feature our new logos! * **Edit AI Chatbots while making Chat Flows!** You can now directly modify your AI Chatbots while creating your Chat Flows. ### 🟧 Changed * **Transcripts** now feature a separate **Date Range** filter instead of the previous **By Date** sorting filter. ### ⚠️ Fixed * Fixed a bug that doesn't load the complete list of ingested content for some Chat Flows. * **Chat Flow > Channel > Web Widget:** Fixed a typo. There is now an *"Embed Web Widget"* option instead of the previous *"Embed Live Chat"* option. ### 🆕 Website Makeover!

The new Captivate Chat website featuring its updated logo with a blue color palette.

We know that creating an AI Chatbot from scratch is wildly different when compared to connecting them to the rest of your Channels and Live Chats via a Chat Flow, as there are things you would only notice about your AI Chatbot after bringing everything together. It's for this reason that we added a new feature that lets you **edit your AI Chatbots during the Chat Flow creation process**. After clicking *Setup > Chat Flow*, the list of AI Chatbots present in *My AI Chatbots* menu now feature a three dots that enable you to edit them straight in the Chat Flow-creation process. This means you no longer have to go all the way back to *Setup > AI Chatbot* just to modify an AI Chatbot you'd use for your current Chat Flow - you can do everything in one convenient location. *** ## 📆 v3.0.0 - 2024-09-18 ### ✅ Added * **Incident Tracker** now informs users whenever Captivate Chat services are down. * **Overwrite Warning** will inform users that changing the Channel of an existing Chat Flow will remove their current setup. ### 🟧 Changed * **Transcripts** now feature various options to simplify their use, such as sorting and deletion options. ### ⚠️ Fixed * AI Chatbots now properly recognizes postal codes of locations. * AI Chatbots no longer declares in a separate chat message that they are checking for available Live Chat agents upon request, as we already have a preset message prepared when users ask to be escalated to a Live Chat agent. * **AI Chatbots > Select Type:** Removed a bug that triggers the *"Submit & Test"* function whenever users select a tooltip. ### 🆕 Overwrite Warning (Chat Flow)

The **Transcript** page now offers different options for users to sort conversations detected by the Captivate Chat platform. These include the following: * **Checkbox selection of conversations.** You can also mass-delete these conversations by pressing the ***Delete*** button, although this is irreversible. * **Sort by various filters**, such as Date the conversation occurred, the Email used, Channel where the conversation took place, and the Chat Flow that managed the conversation. *** ## 📆 v2.2.0-2 - 2022-02-02 It's now much easier to use the Captivate Hub for your **Livechat** needs! We're introducing new ways to modify your Livechat to automate certain tasks. Thanks to **Manual Assignment**, you can now set pre-determined messages that trigger after specific conditions - such as assigning chats based on an agent's MS Teams status. Agents can also use the new ***`"Reassign"`*** command to transfer the chat to another available agent. ### ✅ Added * reCaptcha support on registration * Added new environmental variable on frontend `REACT_APP_GOOGLE_RECAPTCHA_KEY` * Implementation of **Manual Assignment** * Added `manualAssign (bool)` `manualMessageUsersExist(string)` `manualMessageUsersNotExist (string)` `idleTimeoutBeforeAssign(int) (in minute)` `idleTimeoutAfterAssign(int) (in minute)` `idleMessageBeforeTimeout (string)` `idleMessageAfterTimeout (string)` to Hub properties. * Implementation of **Agent Status** * Added `agentStatus (Array) [Available,Busy,Away,Offline]` to Hub properties. * Implementation of **Reassign Agents** * New React frontend * Added `GOOGLE_SECRET_KEY` to enviromental variable on chatbot * **Livechat** configuration editor on frontend * New Teams app permissions * `Site.Read.All` (for accessing files to teams and send it to channels) * `Group.ReadWrite.All` (for modifying teams channel permissions) ### 🟧 Changed * All messages on channels to MS Teams is now tagged to selected agent ### 🟥 Removed * Removed support for the legacy frontend. preferred the new React frontend ### ⚠️ Fixed * Emojis and attachment message filter on agents' message * Messages on direct mode is now properly sent to Teams Desktop and Teams Mobile ### 🆕 Agent Status (Livechat) You can now **modify agent assignments** based on their **presence status** in MS Teams. Using the Livechat configuration, you can **set chat assignments** based on an agent's **status** or availability in MS Teams. Commands can affect agents who set themselves as `"Available",` `"Busy",` `"Away"` and `"Offline."` This example video demonstrates a Livechat configured to only assign chats to someone set as `"Busy".` Check it out: {% embed url="" %} Agent status demonstration {% endembed %} ### 🆕 Manual Assignment (Livechats) You can now **activate *****Manual Assignments*** when configuring a Livechat. This allows **pre-made messages** to be sent after **meeting certain conditions**. Here are the properties you can modify: * `manualMessageUsersExist(string)` Displays a message **if there is an available agent** to respond to the client. * `manualMessageUsersNotExist (string)` Displays a message **if there are no agents available** to respond to the client. * `idleTimeoutBeforeAssign(int) (in minute)` A value **(in minutes)** before a timeout is declared, **should a conversation not be escalated** to an agent. * `idleTimeoutAfterAssign(int) (in minute)` A value **(in minutes)** before a timeout is declared, **if there's an agent assigned but neither agent nor client is responding** to each other. * `idleMessageBeforeTimeout (string)` Displays a message when `idleTimeoutBeforeAssign(int)` elapses. * `idleMessageAfterTimeout (string)` Display a message when \`\`idleTimeoutAfterAssign(int)\` elapses. #### ➦ Default Values Here are the **default Manual Assignment** values: * `manualAssign (bool):` false * `manualMessageUsersExist(string):` “Our agents know you’re waiting and will chat here as soon as they’re free.” * `manualMessageUsersNotExist (string):` “Our agents is currently busy at the moment.” * `idleTimeoutBeforeAssign(int) (in minute):` 5 * `idleTimeoutAfterAssign(int) (in minute):` 10 * `idleMessageBeforeTimeout (string):` “Our agents is currently busy at the moment.” * `idleMessageAfterTimeout (string):` “Livechat Ended” #### ➦ Example Scenarios You might find this manual assignment feature useful if you encounter the following scenarios: * **There are available users.**\ Displays: **manualMessageUsersExist(string)** \ Suppose Teams Group A is connected to the Captivate Hub web widget, and the channel is asking if there are any agents available. Agent A (Busy) and Agent B (Available) are currently online.\ \ If Manual Assignment exists that assigns a chat to anyone set as "Available" (Agent B), then the channel has to declare that there's at least one agent (Agent B) that might be available to assist them.
* **There are no available users.**\ Displays: **manualMessageUsersNotExist(string)** \ \ Suppose Teams Group A has an active channel asking if there are agents available. However, both Agent A (Busy) and Agent B (Busy) are both occupied. \ \ If only "Available" agents are programmed to receive chat assignments, then the channel declares there are no available agents to assist them.
* **Time has elapsed and no users managed to assist them.**\ Runs: **idleTimeoutBeforeAssign**\ Displays: **idleMessageBeforeTimeout**\ \ Suppose Teams Group A has an active channel asking for agents, and Agent B (Available) is not busy. This will have the channel declare that an agent will assist the client soon. Until such a time that Agent B responds to the client, the chatbot will run the Idle Timeout counter. \ \ If the assigned time elapses and Agent B hasn't responded, a message explains that chat will be put on time out due to the lack of agent response.
* **Time has elapsed that the agent and client didn't speak to each other.**\ Runs: **idleTimeoutAfterAssign**\ Displays: **idleMessageAfterTimeout**\ \ Suppose Teams Group A has an active channel asking for agents, and Agent B (Available) managed to respond to the client's questions. After some time, someone in the conversation hasn't responded. This triggers a background Idle Timeout counter.\ \ If the assigned time elapses, a message appears that states one of the parties have yet to respond and the chat will be put on time out. {% embed url="" %} Manual Assignment Demo {% endembed %} ### 🆕 Reassign Agent You can now use the ***`"Reassign"`*** command to **reassign agents within the same Teams group.** Normally, a Support Chatbot is assigned to an available Live Support Agent so they can answer client queries on their behalf. However, not all Live Support Agents can answer a client's questions. This is where ***Reassign*** comes in. Should the need arise to transfer control of the Support Chatbot to another Live Support Agent, do this **in the MS Teams chat:** 1. Type ***`"@TheCaptivateHub"`*** to tag the Captivate Hub 2. Type ***`"Reassign"`*** and press *Enter*. 3. An automated message will appear alongside a drop down of available team members. 4. Select the desired team member to transfer the Support Chatbot. Check out the video below: {% embed url="" %} Reassign agent demo {% endembed %} *** ## 📆 v2.2.0-1 - 2021-08-26 **Instagram support is now live!** You can now use Captivate Hub to create chatbots for Instagram via the Watson Assistant. Before you create your Instagram chatbots, make sure your Instagram account is a Business Account and that it is connected to your Facebook Page. We made updates to the documentation to reflect these new changes. ### ✅ Added * **Instagram** support * Add bot templates support on Watson Assistant * New enviromental variable for app-ecb-frontend (frontend / legacy) * `REACT_APP_FACEBOOK_APPID` - Facebook Application ID * New enviromental variable for app-chatbot (chatbot) * `FACEBOOK_APPID` - Facebook Application ID * `FACEBOOK_SECRET` - Facebook Application Secret Key * New permissions added to Facebook Application * `instagram_manage_messages` * `instagram_basic` * `pages_manage_metadata` * `pages_show_list` ### 🟧 Changed * Using Facebook OAuth to add Facebook / Instagram as channels (same as Twitter now) * Enabled public registration * Update Microsoft Teams permissions for AppSource () ### 🆕 Instagram Integrations Before attempting integrations, please ensure that you're using an **Instagram Business Account**. This account has to be **connected to your Facebook page**. For more information, please click [here](https://www.facebook.com/business/help/898752960195806). #### ➦ Facebook Developers Advance Access * public\_profile * pages\_messaging * Business Asset User Profile Access * instagram\_manage\_messages * instagram\_basic * pages\_manage\_metadata * pages\_show\_list #### ➦ Facebook Developers Valid OAuth Redirect URLs * Your app-channel-gateway Public URL (ex: ) #### ➦ Facebook Developers Allowed Domains for the JavaScript SDK * Your frontend Public URL (ex: ) To add Instagram to the Hub, you click the link below: {% content-ref url="/pages/K3oA79KPLTUTTsJbnstn" %} [Broken mention](broken://pages/K3oA79KPLTUTTsJbnstn) {% endcontent-ref %} ### ⚠️ Teams Application Permission * Channel.Create * Channel.Delete.All * Channel.ReadBasic.All * ChannelMessage.Read.All * Chat.ReadWrite * Group.Read.All * Presence.Read.All * Team.Create * Team.ReadBasic.All * TeamMember.ReadWrite.All * TeamActivity.Send * TeamAppInstallation.TeadWrite * User.ReadBasic.All *** ## 📆 v2.2.0 - 2021-08-26 This is the Initial release of the **Captivate Hub** to the public. ### ✅ Added * Bot Template setup * Registration ### 🟧 Changed * Changed frontend () to the new design * Old frontend will be hosted on legacy. * Moved to Gitbook # Get Started You've learned about the Captivate platform - yay! Now what? If you want to start creating your Athenas, AI Chatbots and Chat Flows, please do the following: 1. **Register** and create a user account using [this link](https://app.captivatechat.ai/auth/register). 2. **Login** with your Captivate account.

## Need Assistance? Feel free to contact the Captivate support team with any of your concerns! Let us know if you're confused about a certain process or want a custom-tailored Hub for your specific enterprise. # Homepage How do we navigate the Captivate Chat platform?

The Captivate Chat homepage that contains the core features of the platform: AI Chatbots, Chat Flows, Reports, Transcripts, Tutorials, Tokens, User Subscription Plans, and User Settings.

**The Homepage** is the first thing you will see once you log into **Captivate Chat**. Everything you need to start creating your AI Chatbots. Chat Flows, and integrations can be accessed here. ## Homepage Components Access these functionalities on the left side of the Homepage: * **Setup:** Create the tools you need for your Chat Flows. It's divided into: * **AI Chatbots** for AI Chatbot creation, and * **Chat Flows** where you connect your AI Chatbots to Channels and Live Chat vendors * **Transcripts:** Read chat logs between your Agents and AI Chatbots are stored for your reference. * **Tutorials:** Watch guides on how to use Captivate Chat - from basic tips to advanced methodologies. # Setup Locate your AI Chatbots and Chat Flows here

In the main Captivate homepage, you can access "AI Chatbots" and "Chat Flows" by clicking the "Setup" dropdown located in the left-side dashboard.

**Setup** is where the magic happens! Clicking the drop-down arrow will reveal the following components: ### AI Chatbots Create and edit all your AI Chatbots in ![The AI Chatbots button in the Homepage](/files/Ke2WQPp9TNe49kCxMS76). ### Chat Flows Create and edit your Chat Flows in ![The Chat Flows button in the Homepage](/files/8d3fBxgvx0bQ6j0VLuWm). *** Clicking either **AI Chatbots** or **Chat Flows** for the first time will reveal an empty tab. However, they will slowly get populated by AI Chatbots and Chat Flows as you use our platform. If you want to skip straight to creating your AI Chatbots and Chat Flows, you can check these guides: {% content-ref url="/pages/qj0en0fKQZYaeiNnVhqE" %} [Create an AI Chatbot](/start-creating/create-an-ai-chatbot) {% endcontent-ref %} {% content-ref url="/pages/TeFDhW0EXurIMO8BpHpV" %} [Create a Chat Flow](/start-creating/create-a-chat-flow) {% endcontent-ref %} # My AI Chatbots Design your AI Chatbots to perform specific tasks

Clicking Setup > AI Chatbots reveals the "My AI Chatbots" page. This contains the list of your AI Chatbots and is the best place to make one from scratch.

Clicking ***Setup > AI Chatbots*** reveals the ***My AI Chatbots*** page. This view reveals a list of existing Chatbots you created under your account. The ***My AI Chatbots*** view has the following components: ### +AI Chatbot Click on ![The +AI Chatbot button in "My AI Chatbots" page can create a new Chatbot.](/files/8pOuGeyUW6frxKPFfgZJ) to add a new AI Chatbot. ### AI Chatbot List

A list of AI Chatbots containing a unique title and icon. The selected AI Chatbot is in dark blue.

Each AI Chatbot in your account is represented by an AI Chatbot Tile. *** ## Create your AI Chatbot You can create your AI Chatbot by following the process here: {% content-ref url="/pages/qj0en0fKQZYaeiNnVhqE" %} [Create an AI Chatbot](/start-creating/create-an-ai-chatbot) {% endcontent-ref %} *** ## Modify your AI Chatbot Selecting a tile allows you to modify it in a variety of ways.

Clicking any AI Chatbot tile in the "My AI Chatbots" list reveals a set of options for modifications. This is also accessible via the ellipsis (...) on the upper-right of the tile.

You can modify and edit your AI Chatbot by following the instructions here: {% content-ref url="/pages/p9jSpaftKXdXC2ss3Mny" %} [Modify your AI Chatbots](/start-creating/create-an-ai-chatbot/modify-your-ai-chatbots) {% endcontent-ref %} # Chat Flows Create Chat Flows that integrate AI Assistants and Chatbots into a Channel

Clicking Setup > Chat Flows reveals the "Chat Flows" page. This contains a list of your current Chat Flows and the button to make a new Chat Flow.

Clicking ***Setup > Chat Flows*** reveals ***Chat Flows***. This view reveals a list of existing Chat Flows you organized under your account. The ***Chat Flows*** view has the following components: ### +Chat Flow Click ![The +Chat Flow button in "Chat Flows" will start the Chat Flow setup process.](/files/OFsIDtBVjzISqiUHBYwk) to add a new Chat Flow. ### Chat Flow List

The "Chat Flows" page lists the user's current Chat Flows. The information here includes the Chat Flow Name, their AI Chatbot, their Channel and preview options, their Live Chat of choice, and if they are toggled active or inactive.

All Chat Flows you created are listed in the Chat Flows list. Clicking the checkbox or the settings of any entry will let you modify it in a variety of ways. *** ## Create your Chat Flow You can create your Chat Flow by following the process here: {% content-ref url="/pages/TeFDhW0EXurIMO8BpHpV" %} [Create a Chat Flow](/start-creating/create-a-chat-flow) {% endcontent-ref %} *** ## Modify your Chat Flow Clicking the ellipsis (...) at the right-most side of your Chat Flow row will reveal basic modification options.

Clicking the ellipsis (...) at the right-most side of your Chat Flow row will reveal basic modification options such as to Edit, Rename, and Delete it.

You can modify and edit your Chat Flow by following the instructions here: {% content-ref url="/pages/0ja0WC47jQQ69KaFfikY" %} [Modify your Chat Flow](/start-creating/create-a-chat-flow/modify-your-chat-flow) {% endcontent-ref %} # Transcripts Check notable dialogue between Users, Agents, and AI Assistants

The "Transcripts" view lists potentially useful and relevant conversations between users and a particular Chat Flow. The view reveals the Hub Name (refers to Chat Flow used), the Channel involved, the Last Message in the conversation, and the Date and Time the conversation took place.

The ***Transcripts*** page reveals captured dialogue between Users, Agents, and AI Chatbots. When people use the Chat Flows you create with Captivate Chat, useful dialogue is captured and stored within your account. You can review these in the **Transcripts** tab. Each **transcript** listed in the *Transcripts* page are arranged based on the following components: * **Hub Name:** This is the name of the Chat Flow where the intelligent dialogue occurred. * **Name:** This is the User who interacted with the Channel. * **Channels:** This is the Channel used in the interaction - either an automated AI Chatbot or an agent via Live Chat. * **Last Message:** The last relevant message associated with the conversation. * **Date and Time:** This refers to a date and time of a particular interaction between the Chat Flow (AI Chatbot inside a Channel) and the user. {% hint style="info" %} **What kinds of dialogue are captured?** Dialogue in the transcripts are stored within the *Transcripts* page whenever your AI Chatbot encounters a unique conversation after the user accesses its Chat Flow. This can come in different forms, some examples of which are: * A user asking intelligent questions that challenged the AI Chatbot's knowledge * A user providing new information that the AI Chatbot might deem useful in the future * A user requesting for information or actions that are not available in the AI Chatbot's programming * A user demonstrating different emotions throughout the exchange {% endhint %} *** ## Sorting Transcripts

You have the option to sort Transcripts according to email, Channel variant, and Chat Flow type using the **"Sort by"** button beside **"Clear Filters"** in the Transcript toolbar.

"Pick a date" button in the Transcript toolbar lets users sort Transcripts according to date.

You can also sort Transcripts according to date using the **"Pick a date"** button sorter in the Transcript toolbar. *** ## Clicking a Transcript

The Conversation View reveals information about the Chat Flow used, the user who interacted with the AI Chatbot, and a transcript of their conversation.

Clicking a Transcript will reveal a **Conversation View**. This reveals the relevant dialogue captured by our system. It has the following components: * **Name:** The name of the Chat Flow involved. In this case, it's a Chatbot named "Chatbot - Guidebot V2." * **Last Activity:** The last activity of the Channel. * **Channel:** The Channel implementation type, in this case a Web Widget. * **First Name/Last Name:** The name of the user. They are given a default name if they don't provide them to the AI Chatbot. * **IP Address:** The IP Address where the AI Chatbot was accessed. * **Device:** The kind of device used to converse with the AI Chatbot. * **Phone Number:** The phone number of the user. * **Email:** The email address of the user.

Additional options for transcripts in the Conversation View. Users can use the search bar to look for a specific message, or click the hamburger toggle to export the conversation into a PDF or report issues to the Captivate Chat team.

On the upper right of the Conversation View are other settings: * **Search Message:** Lets users find a specific text, phrase, or message in the transcript. * **Settings:** The hamburger menu has additional options * **Export PDF:** Exports the conversation as a PDF file * **Report Issues:** Lets you describe an issue with the conversation that the Captivate Chat team can review. *** ## Modifying a Transcript

Clicking a specific Transcript conversation gives the option to Delete it, as seen by the "Delete" button.

If you click the checkbox beside the conversation of your choice, the system will select it. You can then click the **Delete** button to permanently remove this transcript from your account. Deleting a Transcript conversation is permanent and irreversible. # Tokens

A view of the Tokens that users have currently used versus how many Tokens are left in their account, alongside a countdown on the nearest Monthly Usage Reset and their Extra Tokens.

While AI Chatbots you create in Captivate Chat are extremely intelligent, they still follow specific programming. They need to process the data (actual data or conversations) they receive in a certain way which involves "breaking" them into "chunks" called **Tokens**. AI Chatbots and Tokens interact through the following processes: * **Ingesting resources:** Documents you upload and URLs you provide under [Import Your Own Information](/start-creating/create-an-ai-chatbot/import-your-own-information) as well as Q\&A CSVs you upload in [Train your AI Chatbot](/start-creating/create-an-ai-chatbot/train-your-ai-chatbot) need Tokens to be ingested and properly analysed by your AI Chatbot. * **Training your AI Chatbot:** Responses your AI Chatbot generates for questions in [Select Type](/start-creating/create-an-ai-chatbot/select-type) and [Train your AI Chatbot](/start-creating/create-an-ai-chatbot/train-your-ai-chatbot) require Tokens to process. * **Previewing your Web Widget:** Checking the performance of your Web Widget Chat Flow in [Preview your Web Widget](/start-creating/create-a-chat-flow/select-channel/channel-web-chat/preview-your-web-widget) requires Tokens. Creating Tokens takes time and processing power, which our awesome developers at Captivate Chat managed to streamline like a well-oiled machine. However, users have to avail a Captivate Chat plan to benefit from using Tokens whenever they create and test AI Chatbots, Chat Flows, and other Captivate Chat services. *** ## Token Components The *Token* view on the internal dashboard has the following components: * **Tokens (Total):** This contains a metric of how many Tokens your account has used for the month versus your monthly total. * **Monthly Usage Reset:** This is a countdown to the next monthly usage reset that replenishes your maximum Tokens for more Captivate Chat activities. * **Extra Tokens:** This lists the number of Extra Tokens you have purchased on top of your Monthly Total. # Settings Use My Account to edit your account settings

The "Settings" view of the user. This can be accessed by selecting either "Edit Profile," "Manage Plan," or "Account Details" after clicking the user's profile picture on the upper-right side of the Captivate Chat internal dashboard.

The ***Settings*** view of your Captivate Chat account reveals more settings you can check and modify for your account. There's no allocated "Settings" button for this view, and you should instead do the following: * Click your profile picture on the upper-right side of the internal Captivate Chat dashboard. * Click either *"Edit Profile," "Manage Plan,"* or *"Account Details."* *** ## Settings Tabs The *Settings* view of your Captivate Chat account has the following tabs: * **Edit Profile:** Modify basic details such as your display name, contact details, and avatar. * **Manage Plan:** Select or upgrade your current Captivate Chat plan. * **Referrals:** Copy your Referral Link and earn whenever a colleague registers a Captivate Chat account using that URL. * **Account Details:** Change more advanced account settings such as your password and email address. This is also where you can delete your account. * **Transaction History:** View transactions you have made with Captivate Chat. # Edit Profile Edit basic profile details of your Captivate account

Access the "Edit Profile" tab by clicking your profile picture on the upper-right side of the internal Captivate Chat dashboard and selecting "Edit Profile" under "My Account."

Use the ***Edit Profile*** tab of the account settings view to change basic information about your Captivate Chat profile. To access this, do the following: * Click your profile picture on the upper-right side of the Captivate Chat internal dashboard. * Under ***My Accounts*****,** select *Edit Profile.* *** ## Edit Profile Components

Use the "Edit Profile" tab under the settings view to change basic components about your account like your First Name, Last Name, Mobile Number, and Profile Picture.

The *Edit Profile* settings tab has the following components: * **First Name:** Put your first name. * **Last Name:** Put your last name. * **Mobile Number:** Type your phone number. * **Profile Picture:** Select the avatar you want to use with your Captivate Chat account. # Manage Plan

Access the "Manage Plan" tab of your Captivate Chat settings by clicking "Manage Plan" on the bottom-left part of the internal dashboard or by selecting your profile picture on the upper-right side of the internal dashboard and clicking "Manage Plan."

Use the ***Manage Plan*** tab of the account settings view to see and/or change your current billing program under Captivate Chat. To access this, do the following: * Click *Manage Plan* on the lower-right side of the Captivate Chat internal dashboard. * Click your profile picture on the upper-right side of the Captivate Chat internal dashboard. * Under ***My Accounts*****,** select *Manage Plan.* *** ## Manage Plan Components

Use the "Manage Plan" tab under the settings view to see and modify your current account plan with Captivate Chat. You can select a Basic, Pro, and Customized Plan with different benefits and choose to have the plans billed monthly or annually.

View the "Account Details" tab of your settings by clicking your profile picture on the upper-right side of the Captivate Chat internal dashboard and click "Account Details."

Use the ***Account Details*** tab of the account settings view to change advanced information about your Captivate Chat profile. To access this, do the following: * Click your profile picture on the upper-right side of the Captivate Chat internal dashboard. * Under ***My Accounts*****,** select *Account Details.* *** ## Account Details Components

Use the "Account Details" tab under the settings view to change advanced components about your account like your Email Address, Password, Developer Mode, and even Delete Account.

The *Account Details* settings tab has the following components: * **Email/Confirm Email Address:** Add and confirm your new email address. * **Current/New Password:** Add and confirm your new password. * **Developer Mode:** Enable advanced features and debugging tools for developers. * **Delete Account:** Delete your Captivate Chat account alongside all information and data with it. This is irreversible. # Referrals Earn while using the Captivate platform!

Accessing the "Referrals" tab can be done by clicking on the "Referrals" button on the lower-left side of the Captivate Chat internal dashboard, and when loading the settings after clicking any option (Edit Profile, Manage Plan, Account Details) from your profile icon on the upper-right side of the dashboard.

When you create a Captivate Chat account, you can become an **Affiliate**. This allows you to refer Captivate Chat to colleagues and earn **30% commission** when they register using your Referral Link. In order to access your **Referral Link**, you have to go to the ![Accessing the "Referrals" tab can be done by clicking on the "Referrals" button on the lower-left side of the Captivate Chat internal dashboard, and when loading the settings after clicking any option (Edit Profile, Manage Plan, Account Details) from your profile icon on the upper-right side of the dashboard.](/files/E1avkWwcPiTG8Hz3OZMJ) tab by following these steps: * Click the ![Accessing the "Referrals" tab can be done by clicking on the "Referrals" button on the lower-left side of the Captivate Chat internal dashboard, and when loading the settings after clicking any option (Edit Profile, Manage Plan, Account Details) from your profile icon on the upper-right side of the dashboard.](/files/E1avkWwcPiTG8Hz3OZMJ) icon found on the lower-left part of the Captivate Chat internal dashboard. * Click your profile icon. Select either *Edit Profile, Manage Plan*, or *Account Details* to load your settings. ![Accessing the "Referrals" tab can be done by clicking on the "Referrals" button on the lower-left side of the Captivate Chat internal dashboard, and when loading the settings after clicking any option (Edit Profile, Manage Plan, Account Details) from your profile icon on the upper-right side of the dashboard.](/files/E1avkWwcPiTG8Hz3OZMJ) should appear as a tab. *** ## Referrals Tab

The "Referrals" tab of the settings view has a Referral Link, a list of "This Month's Earnings" and "Total Earnings," and a list of "Current Referrals" alongside their Email Address, Date & Time of referral, and Status.

The *Referrals* tab has the following components: * **Referral Link:** This is your main way of earning commissions from referrals. You can copy your referral link to directly send to a friend or click a button send it through an email. * **This Month's Earnings:** This details how much you've earned for this month in terms of commissions. * **Total Earnings:** This indicates how much you've earned since you've started inviting referrals. * **Current Referrals:** This is a list of your current referrals. They are listed based on Email Address, Date & Time of registration, and their Status as a Captivate Chat member. # Create an AI Chatbot Design AI Chatbots to perform various tasks You can use the Captivate platform to **create your AI Chatbot**. They can be custom-tailored to fit specific functionalities, fed information to improve their knowledge base, and trained with specific questions and answers. {% hint style="info" %} **SUMMARY** Creating an AI Chatbot with Captivate is fast and easy. You can do it in a few steps: 1. **Set up your AI Chatbot:** Give it a name and logo. This is for internal purposes and makes your AI Chatbot easy to track by the time you make a lot of them in the platform. 2. **Upload your data:** The *Import Your Own Information* page lets you paste URLs and upload PDFs to be ingested as data. Your AI Chatbot will use this as its knowledgebase. 3. **Select a template:** The *Select Type (Prompts)* page lets you choose a pre-made personality template for your AI Chatbot. You can edit this further with prompts in specialized options. 4. **Conduct training:** The *Train Your AI Chatbot* page lets you ask questions, correct answers, and even upload CSV spreadsheet files as Q\&A sources of your AI Chatbot. 5. **Select integration:** Include additional features to your AI Chatbot, such as functionalities supported by third-party programs (connected via Zapier Actions) or creating Mini Courses courtesy of Captivate's Athena. {% endhint %} To start creating your AI Chatbots, proceed with the following steps: # Setting Up Give your new AI Chatbot a name and logo before setting up its parameters.

In Setup > My AI Chatbots, you will be taken to a "My AI Chatbots" page that lists your current AI Chatbots. Click the blue "+AI Chatbot" button to start the AI Chatbot-creation process.

Before you create your AI Chatbot, you have to set it up first. Under the ***Setup > AI Chatbot*** view, click ![Click the blue "+AI Chatbot" button to start the AI Chatbot-creation process.](/files/jvUMt21oJ1B590t6Te6i).

A "New AI Chatbot" window appears after clicking the "+AI Chatbot" button in the "My AI Chatbots" page.

A pop-up window should appear. Under the ***New AI Chatbot*** window, fill up the following: * **Name Your AI Chatbot:** Assign a name to your AI Chatbot that corresponds to your needs. * **Upload Logo:** This will remind you the purpose of the bot. Your logo should be square and of moderate resolution (e.g. 100 pixels x 100 pixels). You can remove the logo by clicking on the ![Use the Trashbin icon to delete the current uploaded logo in the "New AI Chatbot" menu.](/files/2BNhxnGY2sSxiG4zu2mw) and replace it at any time. Click ![The blue "Done" button is clicked when the name and logo of the new AI Chatbot under the "New AI Chatbot" menu is finalized.](/files/P8YAhA1oYoXZi7Rx9Q6z) when you're finished. {% hint style="info" %} **Naming is important!** If you plan on making multiple Chatbots, naming and labeling them with a Name and Logo makes them easier to organize. You may wish to use a version number or some other standard that makes it easier to follow the meaning of the bot. For example, `“My Bot v1.0”` {% endhint %} {% hint style="warning" %} **Your AI Chatbot's name in "My AI Chatbots" is for internal use only!** When you create an AI Chatbot in Captivate, its name under "Name Your AI Chatbot" is for internal use only. This will only be visible to you and the Captivate team. Your AI Chatbot can appear under a different public name through a Chat Flow, depending on the Channels you choose and how to customize them! {% endhint %} *** ## Change the Name and Logo anytime

At any point during the AI Chatbot customization phase, you can click the Pencil Icon to go to the "Update AI Chatbot" menu and change your AI Chatbot's internal name and logo.

As you work through the steps to define your AI Chatbot you can edit its Name or Logo by clicking on the **pencil icon** **(** ![Click the Pencil Icon at any point during the AI Chatbot customization phase to open the "Update AI Chatbot" menu.](/files/nWOhO3uEEyD7l16rJwVt) **)** in the field at the top of the page. # Select AI Platform

Available options for an AI Platform include OpenAI, AWS Lex, and IBM Watson Assistant

After naming your AI Chatbot, you will be taken to the **AI Chatbot** view. This is where you will customize the features of your new Chatbot. Choose the AI Platform you want as the basis of your Chatbot. This determines the kind of programming used by your AI Assistant. After you've made your choice, click ![](/files/6jO7IheGczyZiwN0mxQo) {% hint style="warning" %} **As of 8/26/2024** We removed the ***Select AI Platform*** part of our current process. After naming your AI Chatbot, you will be sent straight to ***Import Your Own Information***. {% endhint %} {% hint style="warning" %} **As of 8/22/2024** We are currently only offering **OpenAI** as the AI Platform of our AI Assistants. More platforms will be unlocked soon, and we'll explain their differences once they arrive! {% endhint %} # Import Your Own Information Upload data for your AI Chatbot to ingest as part of its knowledgebase.

After giving your AI Chatbot a name and logo, you will be taken to "Import Your Own Information." This menu contains a list of resources you uploaded, and the option to upload new data.

After you give your AI Chatbot a name and a logo, it's time to give it basic resources to learn from. On the left side of the AI Chatbot creation dashboard, click **Information** to go to the ***Import Your Own Information*** page. ## Import Your Information Page It's in the ***Import Your Own Information*** page where you will establish your AI Chatbot's knowledgebase by uploading data. Importing your own information or uploading your data is the most important step in AI Chatbot creation. This is what the bot uses to answer user questions. Make sure the information you will include has everything you want the Chatbot to use as a reference. In-depth sources can provide more accurate and reliable responses from your new Chatbot. {% hint style="info" %} **The more the merrier!** Think of this process as building the encyclopedia your Chatbot will rely on when answering customers. Since your Chatbot is an "intelligent" model, it knows how to combine information from different sources. This is where you come in. \ \ The more resources you provide, the more information your Chatbot can access when creating responses! {% endhint %} To visit the *Import Your Own Information* page, you need to click the !["Add Information" button on the side bar leads to "Import Your Own Information" page](/files/9y1uEemXTuxDl88CaGEY) button on the side bar of the AI Chatbot creation process. Start the import process by clicking the ![Click the "Import" button on the top of the "Import Your Own Information" page to start the importation process to build your AI Chatbot's knowledge base.](/files/Qc2M7eMYt6gxEJ8igslO) button. *** ### Adding files and URLs to import

The "Import" button of the "Import Your Own Information" page of the AI Chatbot creation process will let you insert files or URLs for ingestion. There are options to insert or drag-and-drop files, as well as an option to manually insert URLs (Direct Input) or auto-insert clusters of URLs (URL Crawler)

An ***Import*** pop-up window should appear. You can either: * **Import:** Click or drag **PDF files** (up to 100MB) that contains important information that your Chatbot should know. You can drag multiple files at once by selecting a group of files and dragging them all to the file import area. * **Direct Input:** List a set of URLs (one URL per line) that will become the basis of the knowledge of your Chatbot. * **URL Crawler:** Use a built-in web crawler to gather a group of URLs based on a root URL provided. Learn more about the URL Crawler here: [URL Crawler](/start-creating/create-an-ai-chatbot/import-your-own-information/url-crawler) Once you have completed the files or webpages you want to import click on the ![Use the blue "Import" button to open the "Import" menu in order to add files and/or URLs to your Chatbot's database](/files/ZsgQgX9dHG1oJ5WLhlt6)button.

After you upload your data and click the "Import" button in the "Import" menu, you will be taken to the "Proceed with Ingestion?" window. You will be given an estimated number of tokens required to ingest the data you just uploaded. Click "Import Selected" to proceed.

You will be asked to pay a number of tokens to ingest the URL or PDF you've just uploaded. Click ![ Click "Import Selected" in "Proceed with Ingestion?" menu to start ingesting your uploaded information or data.](/files/wDCxBUcqGmtqnPECYAlH) to proceed. {% hint style="danger" %} **Import limit** We limit the number of imports to support **a combination of up to 20 Files and URLs.** {% endhint %} {% hint style="success" %} **We support a wide range of formats!** Upload different file types to your knowledgebase such as PDF, WEB, DOC, DOCX, TXT, XPS, RTF, PPTX, CSV, XLSX, and XLS {% endhint %} *** ### The import process

A list of recently-uploaded resources are not clickable as they are still being ingested by the AI Chatbot. This process will go to "Allocating resources" then "Ingesting" before a successful ingestion.

After clicking the ![ Click "Import Selected" in "Proceed with Ingestion?" menu to start ingesting your uploaded information or data.](/files/wDCxBUcqGmtqnPECYAlH) button, you will then see a list of the files or URL(s) being imported. Wait patiently as the information is ingested. Here are the status updates throughout the importation process:

The ingestion process of newly-uploaded data/resources starts with an "Allocating resources" message in "Import Your Own Information." This will take a few minutes.

After a few minutes of "Allocating resources" in "Import Your Own Information," the system will give a message that ingestion has been completed.

Please be patient. The time taken to import a PDF file or URL is dependent upon the size of the file or webpage. You can return to import further information or remove information at any time. {% hint style="warning" %} **Import again whenever you make updates!** When you upload your resources to an AI Chatbot, they are only ingested **in their instance as of that moment.** This means the AI Chatbot doesn't auto-ingest your URL or PDF if you make any updates. If you make any major changes to your resources, disable their original iteration and import the updated versions to your AI Chatbot. {% endhint %} *** ### Restrict Data from Internet

A "Restrict Internet Data" toggle is located in the "Import Your Own Information" page during AI Chatbot setup. Toggle this to "Active" to restrict AI Chatbots into just using the information it contains, and toggle this it "Inactive" to allow AI Chatbots to search the internet for information.

A "Restrict Data from Internet" toggle is located in the "Import Your Own Information" page during AI Chatbot setup. Toggle this to "Active" to restrict AI Chatbots into just using the information it contains, and toggle this it "Inactive" to allow AI Chatbots to search the internet for information.

An additional feature in our *Import Your Own Information* page is the ability to force your AI Chatbot to only use data it can gather from your resources instead of getting more insights from the internet. This can be done by toggling **Active/Inactive** at the right-hand side of the screen. The AI Chatbot will take note of this and behave as requested in most circumstances but like us humans may not be able to help itself sometimes. Adjust any prompts accordingly to maximize the functionality of this toggle. *** ### Enable Citations

The "Citations" toggle is located in the "Import Your Own Information" page during AI Chatbot setup. Toggle this to "Enabled" so AI Chatbots send an extra response containing the sources of their previous message.

The "Enable Citations" toggle is located in the "Import Your Own Information" page during AI Chatbot setup. Toggle this to "Enabled" so AI Chatbots send an extra response containing the sources of their previous message.

Another feature in our *Import Your Own Information* page is the **Enables Citations** feature. This is located as a toggle on the right side of the page. It has two options: * **Enabled:** Setting "Enable Citations" to "Enabled" will make the AI Chatbot send a message with its sources whenever it responds to users. These sources are taken from the information ingested by the AI Chatbot. If the source was ingested as a URL, it will be clickable. * **Disabled:** Setting "Enable Citations" to "Disabled" will not make the AI Chatbot send a message with its sources whenever it responds. #### Sample Citation

A sample interaction with a bot with "Enable Citations" set to "Enabled." Notice how it sends two responses - one with the answer to the user query, and another containing its sources.

Above is a conversation with a Web Widget with "Enable Citations" set as "Enabled." Whenever AI Chatbot responds to the user, it sends two responses: 1. The first response is the answer to the user query. 2. The second response is the source of its answers. Sources are clickable if they originated as URLs that the AI Chatbot creator uploaded during the AI Chatbot creation process. *** ### Editing Ingested Information Once information has been ingested by your AI Chatbot, you can use the *Import Your Own Information* page to edit those specific data. You can do these options:

Clicking the checkbox beside the name of the ingested file inside "Import Your Own Information" page will select that specific file for editing. Selecting the checkbox beside the "Name" column will select all the ingested files of that page.

**Checkbox Select:** Click the checkbox beside the file name of the data you ingested to select that individual data. Alternatively, click the checkbox beside the *Name* column to select all data from that page.

Toggle the Status column of any file name to "Active" so the AI Chatbot uses it for its responses, and "Inactive" so the AI Chatbot doesn't consider it for its answers.

**Status Toggle:** You can toggle the status of your data in *Import Your Own Information* as Active or Inactive: * **Active:** Toggling Status as *Active* means your AI Chatbot will use this file to get data for its responses. * **Inactive:** Toggling Status as *Inactive* means your AI Chatbot will not use this file to get data for its responses.

The "Delete" button is only clickable after selecting data you want to edit from the "Import Your Own Information" page.

**Delete:** Click the *Delete* button beside the *Import* button to delete the selected file from your AI Chatbot's ingested data. This is only clickable after you select data using the checkbox beside the file name (to select specifc data) or beside the *Name* column (to select all data). *** Once your data has been imported, click![Click "Next" button from "Import Your Own Information" page to proceed to the next stage that involves choosing a template for the new AI Chatbot.](/files/m0ZXGHLNIGK2QX5w7UZV). Or, click ![Clicking "Back" in the "Import Your Own Information" view will send users back to the "My AI Chatbots" page where they can select their AI Chatbot.](/files/mGbt3gcIkYESU7f7b9rD) to go to the ***My AI Chatbots*** page where you can choose your AI Chatbot or make a new one. Alternatively, you can choose ![The "Finish" button at any stage in the AI Chatbot creation process will finish the editing process and return users to the Setup > My AI Chatbots menu.](/files/b4qGhLV6i8UeBo2x9uCT) to save your changes and go back to ***Setup > My AI Chatbots***. # URL Crawler

If you click the "Import" button of the "Select Your Own Information" page in the AI Chatbot creation process, you can access the URL Crawler by clicking its tab. You can then insert a root URL for crawling.

Thanks to the **URL Crawler**, you can now simply insert just one root URL (or main URL) and Captivate Chat will use a web crawler to gather all URLs located inside that website - no need to manually find them yourself. {% hint style="info" %} **Use Direct Input if you have a specific set of URLs to ingest** If you want your AI Chatbot to ingest and learn from all available URLs within a website, the URL Crawler is a convenient tool to use! **However,** you should use **Import >** **Direct Input** if you only have **a specific set of URLs** you want your AI Chatbot to ingest. {% endhint %} *** ## Using the URL Crawler

To use the URL Crawler feature, insert the root URL or main URL you want to use as a source for the crawl. Captivate Chat will deploy a web crawler to look for all URLs nested under this source.

To use the URL Crawler feature, simply place a **root URL** in the box provided and click the ![Clicking the "Submit" button under "Import Your Own Information" > Import > URL Crawler will prompt Captivate Chat to deploy a web crawler to find all pages found under that URL. ](/files/ybeqOEB0xnUErLX8BON6) button.

After clicking "Submit" under "Import Your Own Information" > Import > URL Crawler, Captivate Chat will list all URLs nested under your root URL. It will appear under the "Start deep crawl" pop-up window. You can then select the ones you want your AI Chatbot to ingest and click "Import Selected" to proceed.

**Start deep crawl** will appear after listing your root URL. It will list all the URLs available under that main link. You can scroll down to choose which URLs you want your AI Chatbot to ingest, but you can also just click the checkbox beside the "URL" column name to select all the URLs listed in the crawl. *** ## Wildcard Character

Using a wildcard character or an asterisk (*) at the end of the last front slash of a root URL inside the URL Crawler will make the Captivate Chat web crawler look for all relevant URLs within that website layer.

If you want to make more precise searches with our URL Crawler, you can use what's called a **wildcard character or an asterisk (\*)** at the end of your root URL. What this does is to command the Captivate Chat web crawler to only retrieve URLs of that specific website layer. The Captivate Chat URL Crawler can retrieve from up to two (2) layers within a website. If we're using the above example: ### 1 Wildcard Character: `url.com/abc/*`

Using only one wildcard character or asterisk (*) in the Captivate Chat URL Crawler will only retrieve URLs of one layer beneath the specified root URL.

If you only use **1 Wildcard Character or asterisk (\*)** in the format `url.com/abc/*` in the URL Crawler, then you should be able to retrieve all URLs one layer below your root URL. As a more technical example, if your website has this kind of arrangement: `/abc/def/123` `/abc/def/123/456` `/abc/ghi/123/456` `/abc/jkl/` Then, inputting `/abc/*` in the URL Crawler will only retrieve: `/abc/def/` `/abc/ghi/` `/abc/jkl/` As we only crawled one layer downward. {% hint style="info" %} This is useful for retrieving all pages within a single website section, such as the specific subcategories within a category of products. For instance, a URL Crawler can give you all brands (subcategories) of laptop (laptop) in an electronics store. {% endhint %} *** ### 2 Wildcard Characters: `url.com/abc/**`

Using only two wildcard characters or asterisks (**) in the Captivate Chat URL Crawler will only retrieve URLs of one layer beneath the specified root URL.

If you use **2 Wildcard Characters or asterisks (\*\*)** in the format `url.com/abc/**` in the URL Crawler, then you should be able to retrieve all the URLs under your root URL. As a more technical example, if your website has this kind of arrangement: `/abc/def/123` `/abc/def/123/456` `/abc/ghi/123/456` `/abc/jkl/` Then, inputting `/abc/def/**` in the URL Crawler will only retrieve: `/abc/def/123` `/abc/def/123/456` As we allowed the URL Crawler to look for all pages under `/abc/def/`, including lower layers. {% hint style="info" %} This is useful for retrieving specific sub-types of a subcategory within a category of products. For instance, a URL Crawler will give you all models (sub-type) or even models of a specific year (deeper sub-type) of a brand (subcategory) of a laptop (category) in an electronics store. {% endhint %} *** After choosing the URLs you want to ingest, click ![Click "Import Selected" after choosing the files and URLs you want to import so your AI Chatbot can start ingesting the files. This button is available under "Import Your Own Information"](/files/4aeO40zbdo1pKsgd8VWT) to proceed. # Select Type Select your AI Chatbot "Type" to give it preset prompts

The "Select Type (Prompts)" page in the AI Chatbot creation phase reveals a list of templates users can apply to their AI Chatbots to estalbish their base personality and functionalities.

After your AI Chatbot had ingested information as part of its database, you can assign it a personality that dictates how your AI Chatbot responds to queries and questions. Check our list of templates in the ***Select Type*** page to see if any of them corresponds to the kind of AI Chatbot you want to create. We've already prepared AI Chatbot types you can select to meet specific functionalities. They are pre-programmed with behaviors to help them approach questions and tasks a specific way, making them "plug-and-play" for your convenience.

Some of the templates in the "Select Type" page. The selected template will be highlighted in blue.

Access the *Select Type* page by clicking ![The "Add Type" button from the AI Chatbot creation process side bar gets you to the "Select Type" page.](/files/d5f84r2RM6d6YDTkSvcK) on the AI Chatbot creation side bar. Select your AI Chatbot type by **clicking on the tile** you're interested in. *** ## The different AI Chatbot types

The "Select Type (Prompts)" page will display your most recent selected and edited type as your "Current Type (Prompt)". Click the "Customize (Advanced)" button in the "Select Type" page after selecting a template to edit its settings further in a separate menu.

Click the "Customize (Advanced)" button in the "Select Type" page after selecting a template to edit its settings further in a separate menu.

Here's a more in-depth description of each AI Assistant Type in the ***Select Type*** page: * **Marketing Bot:** Assist in marketing and recommending products, specifically serving sales representatives dealing with prospective customers. * **Customer Support Bot:** Deliver technical support to customer representatives. * **Learning Assistant Bot:** Offer educational content on IT products and services, including linking to relevant resources and adapting to the learner's specific needs. * **Business Intelligence Bot:** Supply employees with instant, actionable insights on market trends, performance metrics, and operational data. * **Social Media Assistant** Bot: Aid businesses in mastering their social media landscape, facilitating audience engagement, and refining content strategies. * **Project Management Assistant Bot:** Facilitate project planning, tracking, and collaboration among team members. * **School Receptionist:** Helpfully answer questions from parents about school matters. * **Multiple Choice Bot:** Help students prepare for an exam. You will make sure that your opening will be a multiple-choice question with the provided format. {% hint style="info" %} **Use an AI Chatbot Type for your first time!** If this is your first time creating your own AI Assistant, consider using one of our AI Chatbot Types. They are made specifically to help you meet a specific need as quickly as possible, so you can start integrating new functionalities to your website or business. You can always create more elaborate AI Assistants later! {% endhint %} *** ## Customize your AI Chatbot type Modify your AI Chatbot even further by clicking ![Click the "Customize (Advanced)" button in the "Select Type" page after selecting a template to edit its settings further in a separate menu.](/files/mxrFUOx0xQ9Gs2mXgUke) **after you've made your choice of AI Chatbot variant.** This brings you to a new ***Customize Type*** window with adjustable parameters, as seen below: ### Customize Type (Structured)

The "Structured" tab with pre-formatted questions to make it easy for users to determine how their AI Chatbot should act (Personality), what questions it should anticipate (Input Instructions), the way it should analyze and respond (Output Instructions) and the format the AI Chatbot should use when replying to users (Output Format).

Clicking ![Clicking "Customize (Advanced)" button in "Select Type" page reveals a "Customize Type" page. Users can use its two tabs to edit their template. ](/files/mxrFUOx0xQ9Gs2mXgUke) allows you to modify the parameters of the AI Chatbot type you've chosen. This allows you to dictate exactly how you want your AI Chatbot to "think" and engage users. Under the ***Customize Type (Structured)*** tab, we have prepared forms you can fill out with more specific instructions that you want the Chatbot to follow: * **Personality:** What kind of personality do you want the AI Chatbot to have when they interact with users? Are they professional, formal, or casual? * **Input Instructions:** What should the AI Chatbot expect when they analyze the questions or queries of users? How should they approach the thinking process? * **Output Instructions:** What sort of output should the AI Chatbot provide users? How should they use the information they have to answer the user's query? * **Output Format:** Do you have any specific format for the AI Chatbot to follow when they create responses? Should your responses focus on providing lists or paragraphs of text? {% hint style="info" %} **How should your AI Chatbot process the information it receives?** While you've uploaded a lot of information in your AI Chatbot, they don't know how to process it yet. If you want your Chatbot to process the information a certain way, this is where you can edit it. You can find some inspiration from the preset answers included in the AI Assistant Type you've chosen. {% endhint %} ### Customize Type (Free Format)

The "Free Format" tab under "Customize Type" after clicking "Customize (Advanced)" in the "Select Type" page of the AI Chatbot creation process. This "Free Format" tab has one textbox where users can create the AI Chatbot prompt from scratch.

Alternatively, you can choose the ***Customize Type (Free Format)*** tab to create your own instructions. There is a sample in the ***Custom Prompts** t*ext box so you can have a basis on how you can instruct your customized AI Chatbot. The **Custom Prompts** text box is a fully customizable prompt with no formatting, allowing you to write elaborate instructions without the constraints of the Structured format. {% hint style="info" %} **Be as elaborate in your prompts as you want!** A **prompt** is a series of instructions that your AI Chatbot uses as a basis of its "thought process." Prompts can be as simple as asking the AI Chatbot to do something, or as complex as giving it a set of elaborate instructions. We can create in-depth prompting guides to help you develop more elaborate Chatbots! {% endhint %} *** ## Chat History Configuration

"Use Full Chat History for AI Context" enables the AI to access and analyze the entire chat history within a session, ensuring the highest level of contextual understanding. This approach utilizes more tokens, offering maximum accuracy as the AI has full access to all prior interactions.

Use our **Chat History Configuration** to enable your AI Chatbot to use **previous conversations with the user** as the context for its current responses: * **Toggled ON:** When this feature is toggled on, Captivate Chat will **consume more tokens** but will result in the **highest-possible accuracy** when conversing with users. This is because the AI Chatbot will be taking into consideration all prior sessions with the user when forming its responses. * **Toggled OFF:** When this feature is turned off, Captivate Chat employs an optimized algorithm to determine relevance, using a significance score (cut-off 0.70) to include only the most contextually relevant interactions. This method **conserves tokens** but may result in **slightly reduced accuracy**. {% hint style="info" %} **What Chat History Configuration is best for my AI Chatbot?** This depends on your AI's specific requirements: * **Toggle full chat history ON** if your AI Chatbot needs to rely heavily on historical context, such as when interacting with bots in the healthcare industry where they need your prior data. * **Toggle full chat history OFF** if your AI Chatbot doesn't need to rely on prior conversations with users, such as with homepage bots. {% endhint %} *** ## Testing your AI Chatbot Type

There is a "Test Your AI Chatbot" window in the "Customize Type" window after clicking "Customize (Advanced)" in the "Select Type" page of the AI Chatbot creation process. This "Test Your AI Chatbot" window is a live conversation with the current iteration of the AI Chatbot that users can talk to while modifying the AI Chatbot template.

While choosing your AI Chatbot Type and editing their prompts further under Customize (Structured/Free Format), you might notice the ***Test Your AI Assistant*** window with a text box on the right side of the screen. This is a live version of the AI Chatbot you are currently designing. You can plug in questions and wait for responses. Feel free to customize other parts of your AI Chatbot and see how it can affect its responses in real time. Refresh the conversation at any time to restart your chat. By the time you used this testing box to create the "perfect" tone of voice for your AI Chatbot, now's the time to start training. {% hint style="info" %} **Experiment with your fully functional AI Chatbot** By the time you reach this step, your AI Chatbot is "technically" fully functional. The only steps missing are refining its responses through training and connecting it to your Live Chat. {% endhint %} *** ## Updating your AI Chatbot Type

The "Select Type (Prompts)" will display your chosen Type for the AI Chatbot under "Current Type (Prompt)" and you can modify it at any time by clicking "Edit."

Once you have chosen your AI Chatbot Type, it will be selected in the **Current Type (Prompt)** section above the list of AI Chatbot Types. You can click the ![This light blue "Edit" button beside the AI Chatbot Type labeled as the "Current Type (Prompt)" will take viewers to the "Customize (Advanced)" page for this chosen AI Chatbot Type.](/files/8YnEvVmAoQ6irSB4yeWQ) to modify your current AI Chatbot Type's properties. ### Choosing another AI Chatbot Type

If you click another AI Chatbot Type aside from the one selected as your Current Type, you will see this warning. If you click "Confirm" the new Type will replace your old one. This change is irreversible.

{% hint style="danger" %} **Changing your Current Type (Prompt) will reset everything!** If you replace your Current Type with a new AI Chatbot Type, you have to reconfigure this new selection. You cannot revert to your old selection. {% endhint %} *** ## After choosing an AI Chatbot Type You can proceed with the next step in three (2) ways: * Click ![Clicking "Back" in the "Customize Type" view will send users back to the "Select Type" page.](/files/mGbt3gcIkYESU7f7b9rD) to go to the main ***Select Type (Prompts)*** page. Choose ![Clicking the "Next" button in the "Customize Type" view sends users to the "Train Your AI Chatbot" page.](/files/0Q09rnNY70lZXummQsKq) on the lower right-hand corner. * In the ***Customize Type*** view, choose ![Clicking the "Next" button in the "Customize Type" view sends users to the "Train Your AI Chatbot" page.](/files/dTk9vUGt2iQaD6T5eDAq) on the lower right-hand corner. * In either view, you can choose ![The "Finish" button at any stage in the AI Chatbot creation process will finish the editing process and return users to the Setup > My AI Chatbots menu.](/files/b4qGhLV6i8UeBo2x9uCT) to save your changes and go back to ***Setup > My AI Chatbots***. *** ## # Train your AI Chatbot

In the "Train Your AI Chatbot" page of the AI Chatbot creation process, there are options to ask questions to your AI Chatbot, see its responses, correct any wrong responses, and even upload pre-set Q&A files.

After uploading data and assigning a template to your AI Chatbot, it's time to help your AI Chatbot learn and evolve from its knowledge base through **training**. Similar to how muscles are trained and "practiced" getting used to new activities, a AI Chatbot new interactions to "practice" its responses and learn from new knowledge. In Captivate Chat, the ***Train Your AI Chatbot*** page lets you stress-test your AI Chatbot with questions and correct any mistakes in real time. {% hint style="warning" %} **It only uses ingested information!** **Train Your AI Chatbot** lets you test your AI Chatbot's understanding of your ingested knowledge. It will not reflect what you prompted in **Select Type** regarding personality and formats. This will explain why it doesn't "respond" in a similar manner as the AI Chatbot in **Select Type**. {% endhint %} {% hint style="info" %} **Talk to your AI Chatbot - it literally uses your inputs to learn!** Our AI Chatbots are capable of performing what's called **NLP** or natural language processing. This process combines their internal programming (machine learning) and linguistics to help them "learn" from interactions. Providing new questions and answers, as well as feedback, to your AI Chatbot slowly "shapes" its thought processes - allowing it to perform exactly how you need it to. {% endhint %} To access the *Train Your AI Chatbot* page, click ![Click "Train" on the side bar of the AI Chatbot creation process to access the "Train Your AI Chatbot" page.](/files/LkUdSmaPfA6iy18KAi9L) on the side bar of the AI Chatbot creation process. The *Train your AI Chatbot* page has these major components: *** ## Enter your test question

In the "Enter your test question" part of the "Train Your AI Chatbot" page, you can give your AI Chatbot a test question that it will answer.

Write a test question in ***Enter Your Test Question*** that will gauge the Chatbot's response based on the current information in its knowledge base. Once done, click ![Click "Submit" in the "Enter your test question" part of the "Train Your AI Chatbot" page to submit a test question to your AI Chatbot.](/files/Z1m0XWHJGS6xpHQapbtE) *** ## **Current Answer**

After you submit a test question, the "Current Answer" part of the "Train Your AI Chatbot" page will reveal your AI Chatbot's answer according to its current knowledgebase and modified prompts.

The ***Current Answer*** will contain a response of your test question based on the Chatbot's current database. *** ## **Correct Answer**

Use the "Correct Answer" section of the "Train Your AI Chatbot" page to replace the answer of the "Current Answer" section beside it. Click "+Add to Q&A" to override the "Current Answer" with the "Correct Answer."

Use the ***Correct Answer*** to put a new answer if the response in the *Current Answer* is wrong or has to be modified. Once done, click ![Click "+Add to Q\&A" to override the "Current Answer" with the "Correct Answer."](/files/gqDZ1HsRc3x9M8mMGNVO) *** ## Trained Questions and Answers

The "Trained Questions and Answers" part of the "Train Your AI Chatbot" page will contain the Test Question and the Correct Answer you've just submitted.

The ***Trained Questions and Answers*** segment contains the list of Questions, Correct Answers, and Messages that have been inserted by the user. ### **+Add with CSV** Insert your own list of questions and answers as a CSV file instead of manually typing them. To do this, click ![Click the "+Add with CSV" button to submit a CSV spreadsheet file containing Q\&As that your AI Chatbot will refer to.](/files/u8DOOwFh9JxHKwulb5oW).

Use the "Submit Additional Q&A" window to upload a CSV spreadsheet of Q&A pairs you want your AI Chatbot to use. Click the "+Add Q&A" button after uploading your CSV file to officially insert your Q&A pairs into your AI Chatbot via the "Train Your AI Chatbot" page.

After clicking ![Click the "+Add with CSV" button to submit a CSV spreadsheet file containing Q\&As that your AI Chatbot will refer to.](/files/akIbcdmFWFIsRflhifkT), a pop-up window should appear. In the ***Submit additional Q\&A*** window**:** * Drag the appropriate CSV (up to 100MB) containing the list of training questions and answers. * Click ![Use the "Submit Additional Q\&A" window to upload a CSV spreadsheet of Q\&A pairs you want your AI Chatbot to use. Click the "+Add Q\&A" button after uploading your CSV file to officially insert your Q\&A pairs into your AI Chatbot via the "Train Your AI Chatbot" page.](/files/KwI5zBffYFMTJ0ULDhTy) ### CSV Format

A preview of a CSV file in the form of a spreadsheet that can be uploaded into the +Add Q&A window of the Train Your AI Chatbot page when creating an AI Chatbot. Notice how Column A is delegated to a question and Column B is assigned to contain answers with no complex formatting.

When uploading a CSV file to the *+Add Q\&A* window of the *Train Your Chatbot* page, there's no need for complex formatting. As a CSV or **comma separated values** file, you can simply upload a file containing the following: * **Spreadsheet:** You can create a simple spreadsheet where Column A lists questions and Column B lists answers. Similar to a traditional spreadsheet, the items in Column B will answer the questions beside them in Column A. It should appear like this: | Questions | Answers | | --------------------------------------------- | ------- | | How many letters are in the English alphabet? | 26 | | What color is an apple? | Red | * **CSV Plain Text:** You can upload a CSV plain text file containing header row followed by a set of data rows. Columns are separated by commas and rows are separated by line breaks. The above table can be converted into this plain text format, and then saved as CSV: ``` Questions, Answers How many letters are in the English alphabet?, 26 What color is an apple?, Red ``` *** # Select Integration Enhance your AI Chatbot with new functionalities

The "Select Integration" page within the AI Chatbot creation process can add new functionalities to your bot. These include Zapier Actions that connect to other applications, and Mini Course generation courtesy of Captivate Athena.

After the *Train Your AI Chatbot* page of the AI Chatbot creation process, you will be taken to a ***Select Integration*** page. Click your desired integration and click ![After selecting an integration type in "Select Integration" under Setup > AI Chatbots, you can now further customise its new capabilities.](/files/96dI0p43cRBJDaRvQKZx). After setting up your desired integration, click ![If you made it to the "Select Integration" page of the AI Chatbot creation process, leave it be and click "Update AI Chatbot" to finish the AI Chatbot creation process.](/files/lQOdcMhZFhpj2OKmKTiS) to finish the AI Chatbot setup. # Copy of Select Integration

The "Select Integration" page within the AI Chatbot creation process can assign the AI Chatbot to get user data from their conversations and store them in a selected integration platform: HubSpot, Email, or Google Sheets.

After the *Train Your AI Chatbot* page of the AI Chatbot creation process, you will be taken to a ***Select Integration*** page. Your AI Chatbot will take relevant user data from conversations and insert those data in your chosen integration platform. These platforms require different steps before being selected as your AI Chatbot's mode of integrating user data: {% content-ref url="/pages/AnN73kA4cFDdXPDdCTgJ" %} [Broken mention](broken://pages/AnN73kA4cFDdXPDdCTgJ) {% endcontent-ref %} {% content-ref url="/pages/6JuqPl3fOhm4qOmkEDyV" %} [Broken mention](broken://pages/6JuqPl3fOhm4qOmkEDyV) {% endcontent-ref %} {% content-ref url="/pages/Ox95UZD9bO0IbLQM0hH3" %} [Broken mention](broken://pages/Ox95UZD9bO0IbLQM0hH3) {% endcontent-ref %} Once you're done placing your integration, click ![If you made it to the "Select Integration" page of the AI Chatbot creation process, leave it be and click "Update AI Chatbot" to finish the AI Chatbot creation process.](/files/lQOdcMhZFhpj2OKmKTiS) to finish the AI Chatbot setup. # Integrate HubSpot to AI Chatbot

Under the "Select Integration" page, selecting "HubSpot" and clicking "Configure" will take users to a "Customize Integration" page where they have to insert their HubSpot account's Access Token. After that, they should click "Next" to finish the integration process.

**HubSpot** is a customer relationship management (CRM) platform designed to help businesses attract visitors, convert leads, and close customers through a unified suite of tools for marketing, sales, customer service, and content management. This integration will automatically populate your HubSpot account with the name and email of users who ask your AI Chatbot to connect them to a Live Agent. You can then use the information for your email marketing campaigns and other sales efforts. To integrate HubSpot into your AI Chatbot: 1. Select the HubSpot icon under "Select Integration." 2. Click ![The "Configure" button in the "Select Integration" page will let users configure the information of the platform they selected. The "Select Integration" page within the AI Chatbot creation process can assign the AI Chatbot to get user data from their conversations and store them in a selected integration platform: HubSpot, Email, or Google Sheets.](/files/BGyHsPHtcPVWdYMxfx9a). 3. Enter your **Access Token**. This is your HubSpot API Key, which you can obtain by following [these instructions](https://developers.hubspot.com/docs/guides/apps/private-apps/overview#make-api-calls-with-your-app-s-access-token). 4. Click !["Next" in the context of Select Integration > HubSpot > Configure > Customize Integration will integrate the HubSpot Access Token into the AI Chatbot. ](/files/bqHcpjZjX38JfiYrelZ0). {% hint style="warning" %} **Only the user's names and emails will be added to your HubSpot account** Please note that, at this time, the Captivate Chat HubSpot Integration **only captures the user’s name and email**. Any future improvements, such as support for custom forms, may be added in future updates and releases. {% endhint %} *** Once you're done placing your integration, click ![If you made it to the "Select Integration" page of the AI Chatbot creation process, leave it be and click "Update AI Chatbot" to finish the AI Chatbot creation process.](/files/lQOdcMhZFhpj2OKmKTiS) to finish the AI Chatbot setup. # Integrate Email to AI Chatbot

Under the "Select Integration" page, selecting "Email" and clicking "Configure" will take users to a "Customize Integration" page where they have to insert their email address. After that, they should click "Next" to finish the integration process.

Captivate Chat's AI Chatbots can send you relevant user data to your **preferred email address**. When a user asks your AI Chatbot to connect them to a Live Agent, they will **send a no-reply email to the preferred email address** you provided. To integrate Email into your AI Chatbot: 1. Select the Email icon under "Select Integration." 2. Click ![The "Configure" button in the "Select Integration" page will let users configure the information of the platform they selected. The "Select Integration" page within the AI Chatbot creation process can assign the AI Chatbot to get user data from their conversations and store them in a selected integration platform: HubSpot, Email, or Google Sheets.](/files/BGyHsPHtcPVWdYMxfx9a). 3. Enter your **preferred email address** under "User Email" 4. Click !["Next" in the context of Select Integration > Email > Configure > Customize Integration will integrate the email address into the AI Chatbot. ](/files/bqHcpjZjX38JfiYrelZ0). {% hint style="warning" %} **Only the user's names and emails will be sent to your preferred email address** Please note that, at this time, the Captivate Chat Email Integration **only captures the user’s name and email**. Any future improvements, such as support for custom forms, may be added in future updates and releases. {% endhint %} *** Once you're done placing your integration, click ![If you made it to the "Select Integration" page of the AI Chatbot creation process, leave it be and click "Update AI Chatbot" to finish the AI Chatbot creation process.](/files/lQOdcMhZFhpj2OKmKTiS) to finish the AI Chatbot setup. # Integrate a Google Sheet to AI Chatbot

Under the "Select Integration" page, selecting "Google Sheets" and clicking "Configure" will take users to a "Customize Integration" page where they have to insert their Google Sheet's Sheet ID. After that, they should click "Next" to finish the integration process.

You can also select **Google Sheets** as your AI Chatbot integration. With this selected, users who want to transition to a Live Agent will have their name and email address auto-populate the sheet named "Customers" within your Google Sheet file. {% hint style="danger" %} **Your Google Sheet needs to be editable by everyone** Before you start the integration process that connects your Google Sheet to your AI Chatbot, make sure that your selected Google Sheet has its permissions set to be editable by everyone! To do this, please follow the steps in [this link](https://www.youtube.com/watch?v=Dv8s4QxZlDk). You can also simply click the blue *"Share"* button on the upper right of your Google Sheet. Under *"General Access,"* click *"Anyone with the link"* and select *"Can edit."* {% endhint %} {% hint style="danger" %} **You need to create a "Customers" sheet first!** Before you integrate your Google Sheet into your AI Chatbot, your selected Google Sheet needs to have its *"Sheet 1"* renamed as `Customers`. This is where we will send the user data gathered by your AI Chatbot. {% endhint %} To integrate Google Sheets into your AI Chatbot: 1. Select the Google Sheets icon under "Select Integration." 2. Click ![The "Configure" button in the "Select Integration" page will let users configure the information of the platform they selected. The "Select Integration" page within the AI Chatbot creation process can assign the AI Chatbot to get user data from their conversations and store them in a selected integration platform: HubSpot, Email, or Google Sheets.](/files/BGyHsPHtcPVWdYMxfx9a). 3. Enter your **the Sheet ID** of your preferred Google Sheets file. 4. Click !["Next" in the context of Select Integration > Google Sheet > Configure > Customize Integration will integrate the selected Google Sheet into the AI Chatbot. ](/files/bqHcpjZjX38JfiYrelZ0). {% hint style="info" %} **Where is my Sheet ID?** Your Google Sheet ID is located in the URL: *docs.google.ocm/spreadsheets/d/*`` */edit?gid=0#gid=0* {% endhint %} {% hint style="warning" %} **Only the user's names and emails will be sent to your Google Sheets file** Please note that, at this time, the Captivate Chat Google Sheet Integration **only captures the user’s name and email**. Any future improvements, such as support for custom forms, may be added in future updates and releases. {% endhint %} *** Once you're done placing your integration, click ![If you made it to the "Select Integration" page of the AI Chatbot creation process, leave it be and click "Update AI Chatbot" to finish the AI Chatbot creation process.](/files/lQOdcMhZFhpj2OKmKTiS) to finish the AI Chatbot setup. # Finishing Touches ## Congrats, you made your AI Chatbot!

All new and existing AI Chatbots will be placed in the "My AI Chatbots" window after clicking Setup > AI Chatbots.

Once you're finished in the AI Chatbot creation process, you should see your AI Chatbot under the ***My AI Chatbot*** page. # Modify your AI Chatbots Edit the parameters of your AI Chatbots After you finish creating your AI Chatbot, you will return to the ***Setup > My AI Chatbots*** view. Your newest AI Chatbot will be displayed as the first tile from the top left of your list. To maintain an existing AI Chatbot, select the tile from the list provided. You can then proceed using any of the following steps: *** ## Click the tile or the settings

Click on any AI Chatbot or the hamburger tile menu beside the AI Chatbot of your choice to access its settings (Edit, Duplicate, Delete).

You can modify your AI Chatbot by first **clicking any AI Chatbot tile or by clicking the settings (** ![Click the hamburger tile menu beside the AI Chatbot of your choice to access its settings. You can edit the AI Chatbot to go through the AI Chatbot creation process, make a copy, upload new data, do testing, or delete it entirely.](/files/KST6nVMhsZouA9SL5Nug) **) ,** and then choosing an action you want accomplish: * **Edit:** Adjusts all parameters of the AI Chatbot. * **Duplicate:** Creates a copy of the AI Chatbot. * **Delete:** Permanently deletes the AI Chatbot. # Create an Agent Group Create an Agent Group that routes conversations to the correct AI Chatbot You can use the Captivate platform to create an **Agent Group**. This is a combination of AI Chatbots (Agents) you can attach to Channels. With Captivate's AI Router, an Agent Group connects users to the appropriate AI Chatbot within its system by solely relying on natural language queries. {% hint style="info" %} **SUMMARY** Creating an Agent Group is straightforward. You can do this in a few steps: 1. Click the **Agent Group** button 2. In the list of Agent Groups, click *+Create New Group* to start the process. 3. **Provide basic information:** Provide the name of your Agent Group. 4. **Select Agents:** Click *+Add Agent* to add an AI Chatbot inside your Agent Group. 5. **Set up Agent:** For every Agent you add into the Agent Group: 1. **Select the AI Chatbot** you need from your list of existing chatbots 2. Name the **Model Provider** (e.g., OpenAI, Anthropic, etc.) 3. Give a **Description** of what this specific Agent does 4. Give an E**xample Query,** or the kind of message the user needs to type in order to get routed into the specific Agent {% endhint %} To start creating an Agent Group, proceed with this next step: # Setting Up Give your Agent Group a name before setting up its parameters

The "Agent Group (Beta)" button is accessible in the left-hand side of the Captivate platform. Click this to access the Agent Group page.

Before you create an Agent Group, you have to access its main menu. From the left-hand side of the Captivate platform, click **Agent Group (Beta)**. {% hint style="danger" %} **Agent Groups are still in beta!** In order to access Agent Groups, you need to activate **Developer Mode** in your settings: 1. Click your profile picture on the upper-right of the Captivate platform. 2. Click **Account Settings**. 3. Enable **Developer Mode**. 4. Refresh the homepage. {% endhint %}

The "Agent Groups" page gives a view of the Total Groups in the platform and the Total Agents used across them. You may click "+Create Agent Group" to start creating your own Agent Groups.

Within the **Agent Groups** page, you will see: * The **Total Groups** or the total number of Agent Groups created in the platform * The **Total Agents** used across these Agent Groups To start creating your Agent Group, click ![You may click "+Create Agent Group" to start creating your own Agent Groups.](/files/RfvtOUaVzuvkQeaBEbfC) {% hint style="info" %} **You can use the same Agents (AI Chatbots) in different Agent Groups** Depending on the kind of AI Chatbots you have set up, you can attach them to different Agent Groups. For example, a unified **Company Information** bot can be attached to Agent Groups about Sales, Marketing, or Operations. Such configurations could look like: * **Sales Group:** Company Information, Sales Information * **Marketing Group:** Company Information, Product Guide, Marketing Collaterals * **Operations:** Company Information, Service Guide {% endhint %} # Create New Agent Group Set up your Agent Group within the Create New Agent Group popup.

When you click *+Create New Agent Group*, this **Create New Agent Group** popup will appear. Fill out the **Group Name**, which will represent your Agent Group. This will be the name you have to locate if you want to use the Agent Group as an AI Chatbot in your Channels. ## Add Agent In order to add a new AI Chatbot into your Agent Group, click ![Click "+Add Agent" within the "Create New Agent Group" to start adding AI Chatbots as Agents in the Agent Group you are currently working on](/files/ioY13Wfj3q3VkrXjRcRL) This will expand the ***Create New Agent Group*** popup to reveal a new interface.

After clicking ***+Add Agent***, the popup expands to reveal more fillable information. Please provide the following: * **Select Chatbot:** Choose the AI Chatbot you want to add into the Agent Group. It has to be a pre-existing AI Chatbot you already created. * **Agent Name:** Give your AI Chatbot an Agent Name to be used in the context of this Agent Group. * **Model Provider (Optional):** Give a Model Provider of the AI Chatbot you've chosen for easy tracking in your dev team - this can be OpenAI, Anthropic, etc. * **Description:** Describe the function of your AI Chatbot within this Agent Group. How will it help users compared to your other bots inside this Agent Group? * **Example Queries:** Add examples of chats from users that this AI Chatbot will normally answer. This will teach the Agent Group to start routing users to this AI Chatbot if they spot questions that follow the pattern of your queries. Repeat the process by clicking ***Add Agent*** to add as many AI Chatbots as your Agent Group needs. ## Finish your Agent Group setup When done, click ![Finish your Agent Group set up by clicking "Create Group" after filling out everything inside the "Create New Agent Group" popup](/files/MozGYesSafMM2VWdMlDD) # View and Modify Agent Groups Edit Agent Groups you already created inside the Agent Group window

The ***Agent Groups*** window contains a list of all Agent Groups you created. You can modify Agent Groups from within this interface. ## View inside the Agent Group window

Click the drop-down icon beside the name of an Agent Group to expand it within the "Agent Groups" window. It will reveal the overview of the Agents inside the group - each of their Descriptions, Providers, Example Queries. You can also edit the Agent Group or delete it.

Flag an Agent Group for editing by clicking the drop-down icon beside its name. This will mark the Agent Group as **Selected**. It reveals a quick overview of the Agents inside the Agent Group. You also have two options: * **Edit:** Click the pencil icon to go to an editing interface similar to ***+Create New Agent Group***. * **Trash:** Click the garbage icon to delete the Agent Group. ## View Agent Group as its own window

When you click an Agent Group in the "Agent Groups" window, it brings you to its own page. It will give an overview of all Agents inside them, alongside their Description, Model Provider, Example Queries, and their Agent Index.

Click an Agent Group to view it as its own window. It will reveal the following: * **Quick Info:** A quick overview of the entire Agent Group, as well as its * Group ID * Total Agents * Service Status: If the bot is Active or Inactive * **Agents:** The overview of every Agent inside the Agent Group, as well as their * Description * Model Provider * Example Queries * Agent Index: This is the order from which the Agent was added into the Agent Group ## Edit the Agent Group

Click the Edit icon to open the "Edit Agent Group" window to start modifying information, and adding agents to your Agent Group. Click "+Add Agent" as many times as you need to add as many AI Chatbots in your Agent Group as needed, provided you fill out the necessary information.

After clicking the pencil icon, you will be brought to the ***Edit Agent Group*** window. It appears exactly like the ***Create New Agent Group*** window, but you can now modify existing fields you filled out in your Agent Group. When done with your changes, click ![Finish updating your Agent Group in the "Edit Agent Group" window by clicking the "Update Group" button.](/files/UY50ammhN21GQQItFedz) # Create a Chat Flow Bring your AI Assistants, Live Chats, and Channels together in one system Use a **Chat Flow** to unite AI Chatbots, Live Chats, and Channels into one seamless interface. Once you set up a Chat Flow, you can easily modify all of its components - no need to use many apps! {% hint style="info" %} **SUMMARY** Creating a Chat Flow takes a few clicks. The steps in creating a Chat Flow will only vary depending on the kind of Channel and Live Chat you want to use. In general, the steps are: 1. **Set up your Chat Flow:** Give your Chat Flow a name. This is for internal purposes, so you can find your Chat Flow easily when you have many of them in Captivate Chat. 2. **Choose your AI Chatbot:** In *Step 1: AI Chatbot,* you can choose an existing AI Chatbot or make one from scratch. 3. **Choose your Channel:** In *Step 2: Channel*, you will choose a Channel where you want your AI Chatbot to appear. This will have different steps depending on the Channel chosen and have separate instructions how to set up your Chat Flow's public name and relevant connections. 4. **Choose your Live Chat service:** In *Step 3: Live Chats*, you will choose what Live Chat service your AI Chatbot will connect to if a customer asks for an agent from your team. 5. **Set up your Live Chat service:** Connect Captivate Chat to the Live Chat service you have chosen in *Step 3*. It will have different instructions per service, but this usually involves installing a service-exclusive Captivate Chat app. {% endhint %} # Setting Up

Under Setup > Chat Flows, users can see their existing Chat Flows as well as a +Chat Flow button to create their own Chat Flow.

Before creating your actual Chat Flow, you need to set it up in the Captivate Chat platform. Under the ***Setup > Chat Flow** view*, click ![The "+Chat Flow" button will begin the process of setting up a Chat Flow. It will prompt users to give a name for the Chat Flow . The name provided via "+Chat Flow" is only for internal use and won't be seen by users.](/files/WA6JdV4UbJJRPyjKxkuQ). A pop-up window should appear. Under **Create your Chat Flow**, fill up the following: * **Chat Flow Name:** Give your Chat Flow a name. It's recommended that you name it based on the specific process you want to fulfill. This name will be used for internal use only. You can give your Chat Flow an official name depending on the Channel you've chosen. Click ![The blue "Create Chat Flow" shows in the prompt that asks users to type their Chat Flow name. This appears after they click "+Chat Flow." Clicking "Create Chat Flow" creates an empty Chat Flow that needs an AI Chatbot, a Channel, and a Live Chat integration.](/files/L6c372v3rGIq3w2nBmei) when you're finished.

You have to name your Chat Flow before you start modifying its parameters

# AI Chatbots Select the AI Chatbot to accompany your Chat Flow

After setup, the "My AI Chatbots" window is the first step of creating a Chat Flow. In the context of Chat Flow creation, users can select an existing AI Chatbot or create a new one from scratch by clicking the "+AI Chatbot" button.

Once you name your Chat Flow, you will be taken to ***Step 1: AI Chatbot*****.** Select the AI Chatbot you want to be involved in this particular Chat Flow. Think of it as choosing the AI Chatbot that will interact with your audiences through your platform (your website or social media platform, to name a few). You can proceed with *Step 1: AI Chatbots* in two ways: ## Create an AI Chatbot If players create an AI Chatbot from scratch while making a Chat Flow, the AI Chatbot they will create will automatically be assigned to the Chat Flow they are setting up. Click ![The "+AI Chatbot" button inside the "Step 1: My AI Chatbots" window of creating a Chat Flow will take users to the steps of creating an AI Chatbot that will automatically be assigned to the Chat Flow.](/files/U57dEeHzJG0MFnTJh5Nb), and you will be taken to the same steps of this page: {% content-ref url="/pages/qj0en0fKQZYaeiNnVhqE" %} [Create an AI Chatbot](/start-creating/create-an-ai-chatbot) {% endcontent-ref %} ## Select an existing AI Chatbot Click the Chatbot you want to use. Make sure it is fully functional. If you want to check its details, click ![If you select an existing AI Chatbot during the "Step 1: My AI Chatbots" of the Chat Flow set up process, you can click the "Next: Import your Information" button to upload data to be ingested. ](/files/p9NpMOD1I8w92PE5Qd4X). It will take you to the same steps of this page: {% content-ref url="/pages/PIXeGBDLLz85r7jdkPWF" %} [Import Your Own Information](/start-creating/create-an-ai-chatbot/import-your-own-information) {% endcontent-ref %} ## Next steps Once you've made your choice, you can move forward by either: ### If you created a new AI Chatbot

After going through the steps of [#create-an-ai-chatbot](#create-an-ai-chatbot "mention"), you will end up in the ***Select Integration*** view. When finished with your Integrations, click ![](/files/VPwNZ51WmnauF4VN5dOk) ### If you selected an existing AI Chatbot

After selecting an existing AI Chatbot, click ***Step 2: Channel***, as seen on the left side of the screen. ![](/files/WyGUyD8hKBEe5kT1LSjw) *** # Select Channel Bring your AI Chatbots, Live Chats, and Channels together in one system

The "Select Channel" window inside "Step 2: Channel" contains the currently available Channels in Captivate. Your Channel of choice will be highlighted blue. Click "Next" to proceed to the specific connection process

The "Select Channel" window inside "Step 2: Select Channel" contains the currently available Channels in Captivate Chat. Your Channel of choice will be highlighted blue. Click "Next" to proceed to the specific connection process

After selecting the active Chatbot in your Chat Flow, it's time to choose your **Channel** in ***Step 2: Select Channel***. This is where your users will encounter your AI Chatbot. We are offering different Channel Integrations into your Chat Flow, with different instructions how to set up each. They are accessible via [Select Channel](/start-creating/create-a-chat-flow/select-channel)or in these pages: {% content-ref url="/pages/VB3qJyFYbX44nhcefff7" %} [Channel: Web Chat](/start-creating/create-a-chat-flow/select-channel/channel-web-chat) {% endcontent-ref %} {% content-ref url="/pages/hsZRSxaPmTNLbzVlWbwI" %} [Channel: Facebook](/start-creating/create-a-chat-flow/select-channel/channel-facebook) {% endcontent-ref %} {% content-ref url="/pages/fPCLtWUzP3DUoAXq08Cp" %} [Channel: Instagram](/start-creating/create-a-chat-flow/select-channel/channel-instagram) {% endcontent-ref %} {% content-ref url="/pages/QMczwa6JfAUtSYPXR2hz" %} [Channel: WhatsApp](/start-creating/create-a-chat-flow/select-channel/channel-whatsapp) {% endcontent-ref %} {% content-ref url="/pages/cvp7nqUwVHmXNEPyigZJ" %} [Channel: Full Chat](/start-creating/create-a-chat-flow/select-channel/channel-full-chat) {% endcontent-ref %} {% content-ref url="/pages/NFOi0B9hwL6xfZHvj0QB" %} [Channel: Custom Channel](/start-creating/create-a-chat-flow/select-channel/channel-custom-channel) {% endcontent-ref %} {% hint style="info" %} **Different users can visit your Channels!** While your AI Chatbots are built to respond to any user when they access your Channel, remember that **different kinds of users can interact with your AI Chatbot**. When creating a Chat Flow for your AI Chatbot, consider these types of users: * **Customers:** These are users who want to avail your service and/or products and may need your AI Chatbot to help them choose the right offerings. * **Team:** These are members of your Team who interact with the AI Chatbot for the purposes of aiding internal operations. Interactions include directing the AI Chatbot to connect users to other agents, and the like. * **Other Parties:** These are other types of users who might interact with your AI Chatbot for other purposes. These can include marketers who are checking your website in the hopes of a partnership, as well as potential stockholders and investors. {% endhint %} Once done, click either ![](/files/KcO4VAhTtwRuKpbSYDpo) or the ***Step 3: Live Chats*** button on the left of the screen.

# Channel: Web Chat Connect your AI Assistant to your website

In the Chat Flow creation process, after selecting your AI Chatbot in "Step 1: AI Assistant," select "Web Chat" in "Step 2: Select Channel" to start the Web Chat creation process.

After ***Select Channel > Web Chat***, you will be taken to the ***Configure Web Chat*** view. This is where you will set up your Chatbot to make it compatible with your website. {% hint style="info" %} **SUMMARY** Creating a Web Chat as a Chat Flow involves these steps: 1. **Choose Web Chat:** In *Step 2: Select Channel*, choose "Web Chat." This brings you to the *Configure Web Chat* window. 2. **Add preset text:** Use the *Text Options* to modify the Web Chat's public name and default message. 3. **Add colors:** Use the *Color Options* to change the overall color palette of your Web Chat. 4. **Change images:** Use the *Image Options* to personalize your Web Chat further with images, logos, and headers. 5. **Set a schedule:** Use the *Working Hours* to select times of the day and days of the week that the Web Chat will be active. 6. **Copy the Web Chat Embed Code:** The *Embed Web Chat* will provide a working code that you can give to your web administrator for implementation in your website. {% endhint %} *** ## Configure Web Chat ### Text Options

A Web Chat is edited through the "Configure Web Chat" page. The "Text Options" lets users edit the basic components of the Web Chat before it's interacted with by customers.

in ***Text Options***, you can customize the basic text that appears with your Chatbot once it becomes a Web Widget or an In Page bot. This portion has the following components: * **Title:** This is the "main greeting" that the AI Chatbot will provide before starting a conversation. * **Group Name:** This is the "public name of the Chatbot. You can name this after yourself, your team, or your company. In the image above, its name is *"Captivate Chat Test Widget* * **Widget Text Description:** This is the invitational message your Chatbot reveals when users click it for the first time. ### Color Options

"Color Options" under the "Configure Web Chat" page lets users customize the Web Chat's basic color palette assigned to its visual components. This doesn't contain the icons and uploadable assets of the Web Chat.

In ***Color Options***, you can customize how your AI Chatbot appears in your website using a wide array of color options: * **Primary Color** * **Bubble Background** (User, Bot, Agent) * **Chat Text** (User, Bot, Agent) * **Chat Buttons** (Background, Text) {% hint style="info" %} **Fit your Web Widget colors to your branding!** Switch up your Web Widget colors to match your branding. Select the square icon beside the hexcodes to open a color palette where you can choose your preferred colors. {% endhint %} ### Image Options

In "Configure Web Chat" page, the "Image Options" is the place where users can upload assets and icons for their Web Chat.

In ***Image Options***, customize your Chatbot further with options that add "personality" to them. These include: * **AI Chatbot Avatar:** This is how your Chatbot appears in the Web Widget. * **Widget Icon:** This is how your Chatbot appears as an icon before expanding into a chat box. It can be the same icon as your AI Chatbot Avatar. * **AI Chatbot Business Image:** This represents the icon or logo of your branding or business. * **AI Chatbot Chat Header Image:** This is the unique background that comes with your AI Chatbot Avatar. {% hint style="info" %} **Use high-quality resources** Since your Chatbot is an extension of your branding, it's important to use high-quality resources such as images for elements such as your AI Chatbot Avatar and Business Image. {% endhint %} ### Other Options

In "Configure Web Chat" page, the "Other Options" tab lets you add more customization options to your Web Chat, such as what text to put on certain cues and buttons in your Web Widget or In Page bot.

The ***Other Options*** section allows you to customize your Web Chat even further with other labelling and text options for other components of the Web Widget or In Page bot's appearance. These mostly deal with the **text to appear for functionalities that state:** * **Text sent by:** Text to appear to indicate who sent the message. * **Text download transcript:** Text to appear on the hyperlink that users will click to download the transcript. * **Text today:** Text to appear to state the date today. * **Text chat to person:** Text to appear on the hyperlink that initiates the Live Chat process. * **Text send a message:** Text to appear on the button that sends the message. * **Text start:** Text that appears to start the conversation. * **Text is always active:** Text that appears to indicate the bot is always active. * **Text is processing:** Text that appears to indicate the bot is processing a response. There are also checklists where you can set the Web Chat to: * **Hide AI Chatbot Avatar** * **Hide File Attach Button** * **Hide Business Image** * **Hide Emoji Button** * **Enable Full Screen** ### Working Hours

In "Configure Web Chat" page, the "Working Hours" section lets users assigns days of the week and hours of the day that the Web Widget will be active and available for interaction.

In ***Working Hours***, determine your Chatbot's working hours. You can choose its **Start Time** and **End Time**, and specific days of the week you want it to function. Here are your main considerations: * **Disable Working Hours:** Toggling ![Tick the "Enable Work Hours" toggle to restrict the Web Widget into appearing on certain times of the day and days of the week. Toggle it off to make it available 24/7.](/files/9dMXK86WiB1FKGvuOdXW) off means the Web Widget won't follow a schedule and **provide 24/7 coverage**. This is perfect if your Web Widget is designed solely to answer questions and not connect users with live agents. * If you want your Chatbot to connect users to Live Agents, try to set the Chatbot's schedule to match that of your team's for a more seamless experience. {% hint style="info" %} **You can keep your Web Widget live 24/7 even with work hours toggled** If you don't want to toggle *"Enable Work Hours,"* you can still keep your Web Widget live indefinitely. You can do this by adjusting the "Start Time" and "End Time" to 00:00. {% endhint %} *** ### Embed Code

After modifying all options in "Configure Web Chat" page, users will see "Embed Web Widget." This has the code that Web Administrators need to put in the user's website for the Web Chat to appear as a Web Widget or In Page.

After configuring your Web Chat, it becomes available for deployment with code provided in the ***Embed Code*** section. It has two variants: * **Web Widget:** This is the traditional form of AI Chatbots in websites, where you click an icon that expands into a conversation window. * **In Page:** This is an alternate version of the AI Chatbot deployment where you can use it directly from within your website. #### Embed as Web Widget

Pasting the code from the "Embed Web Widget" stage of the "Configure Web Chat" page into your HTML will give your webpage a Web Widget AI Chatbot. You have to click their icon on the lower-right portion of the screen for the interface to appear.

Using the HTML code from the "Embed Web Widget" stage will give your webpage access to a **traditional web widget**. This takes the form of an icon on the lower left of your screen that transforms into a chat when clicked. These traditional web widgets are often used as customer assistants in most websites that provide products and services. The ***Embed Web Widget*** section has this code: {% hint style="info" %} **Traditional Embed Web Widget HTML Code:** \\ \ {% endhint %} Please take note that `apiKey: "`**`YOUR_API_KEY_IS_HERE`**`"` contains your Web Widget's API Key, which you can use in other Captivate Chat features such as full screen embeds and potential future additions. #### In Page

To access a full screen version of the AI Chatbot, add the desired Web Widget API into the full screen iframe code from the "Full Screen Embeds" section of the Captivate Chat Manual. — To access a full screen version of the AI Chatbot, add the desired Web Widget API key into the full screen iframe code from the "Full Screen Embeds" section of the Captivate Chat Manual.

Alternatively, users can also insert their Web Widget Chat Flows into their websites as **full screen embeds**. Unlike traditional web widgets that take the form of an icon that expands into an AI Chatbot, a full screen embed takes up the size specified in a special ` {% endhint %} When modifying this `