1. How does the bot pick up the font and its format in the conversation?

    The font style of the messages in the chat conversation will be picked up based on the website font style. When there are multiple font styles and sizes, the style from the body tag of the webpage will be applied.

  2. How to avoid accidental changes to bot flows?

    By enabling ‘Versioning’ for your bots. Once versioning is enabled, the settings of the published version cannot be changed - to ensure no issues occur with the current working bot flow. To make any required changes, clone the existing published version, make the desired changes and hit publish.

    When versioning is enabled, you will not be able to delete any versions. 

  1. What are the unique parameters for a bot account?

    The bot hash (BH) and the client hash (CH) are the unique parameters. CH corresponds to the customer’s URL (account). BH corresponds to the bot in the account.

    If there are multiple bots in an account, each bot will have its own hash for identification.

  1. Does the bot builder store customer information?

    The bot builder does not have a dedicated contacts page. However, customer information can be captured from the conversations and can be seen on the conversation page. 

  1. Does the ‘Users’ module refer to both agents and customers?

    The ‘Users’ module will only hold information related to agents and admins of the bot builder and not customers.

  1. Can a flow be deleted?

    No. You can delete every individual dialog in the flow. You cannot delete a flow altogether - this is to avoid accidental deletion.

  1. How to enable attach files option in the bot widget?

    Go to ‘Value Type’ in a version > click on ‘More default types’ and then select image or files which will then show up in the node input.

  1. What do various statuses in the Bot mean?

Active- If the Active option is turned On, then the customers can initiate a chat with the bot.

Public- If the Public option is turned off, then the bot icon will not show up in the channels where it is deployed. It is available near the bot’s name in the list of bots.

           Only one bot can be made default and shown up in the channel. 

  1. Is the API library common to all bots?

The API library is bot specific and can be seen inside that particular bot’s builder.

  1. When does a ticket get closed?

Whenever there’s no decision flow, an existing ticket will be closed upon browser refresh. The ‘hello node group’ will be triggered and a new ticket will be created.

  1. Why are there no values displayed for ‘City’ and ‘State’ in the reports?

         If the service is not able to find the location of the IP, then these values will be not be filled.

  1. What are the various placeholders in Freshbots and how can they be used?

*Customer’s Extra information: This placeholder allows you to capture the details from the GetClient params from the script as a variable key and allows us to use it in the flows.

*Session Extra Information: Already there is a set of meta-data key variables available that captures session information that is passed in the script and available as a placeholder. For the ones that are not available, this placeholder allows us to define a variable key and allows us to use the values. 

*Text Option (Edit Value type) - This displays a different placeholder text to the customers while asking for input. 

  1. What is ‘Add’ attribute and how is it used?

 The Add Attribute will serve the purpose of points 9 and 10 wherein you could define a key (ticket or customer) and the corresponding value can be fetched from the previous nodes using the content picker. 

  1. What is the purpose of ‘Intent’ in node groups?

If the customer enters a text in response to a question asked by the bot and if there is no decision flow then the bot checks the intent across node groups by default  and the root node gets triggered.  

  1. What is Go To/Predefined navigation?

Pre-defined navigation takes the user to the node referred to while defining it. It is present as an option along with the input types for the customers to be redirected to.

  1. How can the user navigate to the previous node?

The ‘Previous’ button takes the customer to the previous node. This appears as a button similar to Go To/predefined Navigation.

  1. What is the difference between Text option and Variant?

If a customer clicks on ‘Start again’ while chatting with the bot, instead of asking the same question as to the start, using the Variant option, you can configure the bot to ask another question.

  1. What is NER and what is its use?

NER is Name Entity recognition for the Value type. For example, if you specify NER, then if the customer types ‘My name is John’, the bot will identify that only ‘John’ is the required name value in that.

  1. What is NLP and what is its use?

Natural Language processing. It is used as a machine learning parameter for the system to identify names.

  1. How to enable ‘attach files’ option in the bot widget?

You can enable the ‘attach file’ option in the bot widget by navigating to Value Type in a version. Then click on more default types and then select images or files which will then show up in the node input.  

  1. How can you redirect your customers to a node group from a website?


The customers who land on a particular part of the website can be directly taken to a flow by the bot with the help of ‘landing URL’. This can be configured in the landing URL section in the node group. 

  1. What is the difference between STOP & END button in the bot widget?

The STOP button halts the flow and does not allow the next nodes/dialogs to be triggered, however, if the customer types in something and if that matches the intent of a flow (node group) then the root node of that flow gets triggered. The END button ends the bot flow and closes the ticket in Freshbots. 

  1. When does a ticket get closed in Freshbots ? 

 A ticket gets closed only when the End node is reached or if the next node to which the user will be taken is a Start Node.  Also, if the flow reaches a message node without any decision flow then refreshing it closes the previous ticket. 

  1. When does the ‘hello’ & ‘welcome’ flow gets triggered in a bot?

The ‘hello flow’ gets triggered when users says hello and the ‘welcome flow’ gets triggered when user says welcome. If none of these words are typed, then ‘sorry node’ gets triggered. 

  1. Should the ‘message node’ have a decision flow?

          When you integrate Facebook with Freshbots, then the message node should have a decision flow. This is because the Facebook widget doesn’t have reference to the previous node that was executed. Also, ‘sorry node’ should be connected to ‘welcome flow’ and it cannot be made inactive.

  1. Does a ‘question node’ require a decision flow ?

In the Freshbot widget, there is no need to create a decision flow for question nodes as it will automatically flow to the next one. However, in other widgets like BYOB, Freshchat or Slack, the decision flow has to be given for both ‘message’ and ‘question’ nodes.