Advanced Configuration Guide for Chatbot Flow

1. Persona configuration

The persona is your chatbot's identity. It defines how the bot presents itself, what tone it adopts and how it responds to your visitors. A carefully crafted persona is one of the most effective ways to improve response quality.

Available settings

• Chatbot name — Give your assistant a first name. "Alex", "Eva", "Sophie"... A human name improves engagement rates.
• Response tone — Formal, professional, relaxed or friendly. Align it with your brand identity.
• Primary language — The language the bot responds in by default. It automatically detects the visitor's language on all plans.
• Response length — Concise (1–2 sentences), medium (3–5 sentences) or detailed (full paragraphs). For e-commerce, short responses convert better.
• Free-form instructions (system prompt) — A free-text field to refine the bot's behaviour.

Examples of effective persona instructions

The free-form instructions are powerful. Here are some concrete examples:

2. Quick replies

Quick replies are buttons that appear in the chat window, letting visitors ask a question with a single click without typing it. This is one of the most effective features for increasing engagement rates.

You can configure up to 5 quick replies. Each button includes:

• Button label — Text shown on the button (max. 40 characters)
• Message sent — The actual question sent to the bot when the visitor clicks (can be longer)

Best practices for quick replies

• Use your visitors' most common questions (analyse your FAQ and incoming emails)
• Start with action verbs: "What are your prices?", "How do I sign up?", "Do you ship internationally?"
• The 5th quick reply can be "Talk to a human" to capture qualified leads
• Review buttons every 2–3 months based on the most frequent conversations in your analytics

3. Managing excluded pages

The automatic crawl indexes all public pages of your site by default. For certain pages, it is better to exclude them — either because they contain sensitive information, or because they add no value to the chatbot.

Pages to always exclude

• Administration and account pages (/wp-admin/, /my-account/)
• Cart and checkout pages (/cart/, /checkout/)
• Login and registration pages
• Purely formulaic legal pages (terms of service, cookie policy)
• Uninformative tag and category archives
• Search results pages

In the configuration, you can exclude pages by exact URL or by pattern (e.g. /tag/*, /author/*). If you are approaching the 1,000-page indexing limit, excluding archives and unnecessary taxonomies is the first thing to do.

4. Email notification settings

Chatbot Flow automatically sends emails to the site administrator in two important cases:

• Lead captured — A visitor left their email or clicked "I'd like to be contacted". Email sent immediately with the name, email and a summary of the conversation.
• Unanswered question — The chatbot can't answer a question (topic outside the knowledge base). Email sent immediately with the question asked, so you can enrich your content.

In addition, you can enable a daily digest sent each morning with: number of conversations, leads captured, unanswered questions, and the top 5 questions asked.

Available settings

• Notification email address (can differ from the WordPress admin email)
• On/Off for immediate lead notifications
• On/Off for unanswered question notifications
• On/Off for the daily digest + send time

5. Summary of best practices