Behavior & response settings

The Behavior tab controls the bot’s operational mood — when it stalls, what it suggests, how long it waits, and what it falls back to. It’s distinct from Guidelines, which controls personality and content rules.

In this guide:

• Response timeout
• Suggested replies
• Fallback message
• Auto-close inactive chats
• Escalation trigger

Step 1: Open Behavior

On the chatbot detail page, click Behaviour in the left rail.

Screenshot: Behavior tab with the response timeout slider.

Step 2: Configure each setting

Response timeout

How long the bot waits for the AI before giving up. Defaults to 30 seconds. Lower for snappy UX (risks more timeouts on big models); raise for complex agents that may need to call multiple actions.

Suggested replies

After every bot reply, the widget can show 1–3 quick-reply buttons. Configure them as static suggestions or let the bot generate them dynamically per message. Useful for funneling users into common questions.

Fallback message

What the bot says when it doesn’t know. The default is fine for most cases; customize if you have a preferred phrasing or want to direct users to your live agent dashboard (“Let me get a human — one moment.”).

Auto-close inactive chats

If a user goes idle for N minutes, the chat auto-closes and prompts a CSAT survey. Default is 10 minutes. Set to 0 to disable.

Escalation trigger

A confidence threshold below which the bot stops trying and hands the conversation to a live agent. Lower = bot tries longer; higher = bot escalates earlier. The escalation goes into the Open / Unassigned queue in the agent dashboard. → Assignment & escalation

Step 3: Save

Click Save. New conversations pick up the new behavior immediately. In-flight conversations keep their original settings.

Common patterns

What’s next