Widget and behaviour
Create a chatbot, position the chat widget on your page, and set how it behaves: streaming, sounds, AI disclaimer, feedback, uploads, transcripts and conversation history.
Open it from Settings → Channels → Chatbot. How the chatbot looks is covered in Appearance, and when it appears in Launch.
Find your chatbot’s settings
Click Settings → Channels → Chatbot to see the Chatbots list, then click a chatbot’s name to open its settings. Every account starts with one chatbot, Default Chatbot, marked System.
The list shows each chatbot’s Name, Status, Last Chat and Last Updated. Each chatbot has five tabs:
| Tab | What you set there | Guide |
|---|---|---|
| Widget | Name, interface type, position and display conditions | This page and Launch |
| Appearance | Title, colours, images, banner, disclaimer and footer | Appearance |
| Behaviour | Message settings, uploads, transcripts and conversation history | This page |
| Install | The code snippet for your website or app | Installation |
| Events | A webhook that receives chatbot notification events | See below |
A live preview on the right shows your changes before you save them. Changes on each tab only take effect when you click Update on that tab. Discard throws away unsaved changes.
Run more than one chatbot
Click New Chatbot on the Chatbots list to add another. Each chatbot has its own settings and its own install snippet, so you can run a different chatbot on different websites or products. Chatbot names must be unique. The name is also how you pick the chatbot in workflows, inbox filters and analytics.
All chatbots in an account share the same Knowledge Base and AI agents. What each chatbot says is decided by workflows:
- In a workflow trigger, choose the chatbot channel, then pick the chatbot under Chatbot. See Triggers.
- Each chatbot answers new chats only through its own When a new chat is created workflow. A new chatbot does not reuse the default chatbot’s one, so give it its own.
- For the other chat events (outside office hours, a workflow that ends abruptly, a no match), a chatbot without its own workflow uses the default chatbot’s.
The Default Chatbot cannot be archived.
Choose where the chatbot appears
Set it on the Widget tab under Chat Interface, then click Update.
| Setting | Options | What it does |
|---|---|---|
| Chatbot Name | Free text | The name you see for this chatbot in the dashboard. |
| Interface Type | Widget | How the chat window is shown on your site. Popover and Embed are listed but cannot be selected. |
| Position | Right, Left | Which bottom corner the launcher sits in. |
| Side Spacing | Pixels | Distance from the side of the screen. The default is 20 px. |
| Bottom Spacing | Pixels | Distance from the bottom of the screen. The default is 20 px. |
You can use the Robylon chatbot and the WhatsApp widget on the same page. Give them different positions, or adjust their spacing, so the two buttons do not overlap.
The same tab has Display Conditions, which control when the launcher and chat window appear. They are covered in Launch.
Change how the chatbot behaves
Use the Behaviour tab. Turn each setting on or off, then click Update.
Messages
| Setting | What it does |
|---|---|
| Stream Text | Shows replies word by word as they are generated, instead of all at once. |
| Message Sound | Plays a sound whenever a new message arrives. |
| AI Disclaimer | Adds a note to AI replies saying the response was generated by AI. |
| User Feedback | Lets customers rate each reply with a thumbs up or thumbs down. |
Media settings
| Setting | What it does |
|---|---|
| Media Upload and Processing During Conversation With AI | Lets customers send files while talking to the AI agent, and lets the AI read them. |
| Voice Note Upload and Processing | Lets customers send voice notes. The maximum length is 5 minutes. |
The dashboard lists these file limits for media upload:
| File type | Maximum size |
|---|---|
| Videos | 100 MB |
| Images | 15 MB |
| 5 MB | |
| CSV | 5 MB |
| ZIP | 25 MB |
Both settings apply to conversations with the AI agent. The AI agent reads uploaded images and files, and voice notes are transcribed so the AI agent can answer them. Once a human agent is handling the chat, customers can always send files and voice notes, whatever these toggles are set to.
Conversation transcript
Turn on Enable Transcript Download to show a download button in the chat widget header and in chat history, so customers can keep a copy of their conversation.
Conversation history
Turn on Enable Conversation History to give returning customers a home page that lists their earlier conversations, where they can reopen one or start a new chat.
You can brand the home page:
| Field | What it does | Guidance |
|---|---|---|
| Home Page Logo | Your logo at the top of the home page | PNG, JPG or GIF, up to 5 MB, recommended 128 × 32 px |
| Banner | An image across the top of the home page | PNG, JPG or GIF, up to 5 MB, recommended 400 × 314 px |
| Heading | The main line of text, for example “Hi there” | |
| Sub Heading | A short line under the heading, for example “Ask us about orders, returns or delivery” |
The chatbot recognises a returning customer by the user ID your install code passes (see Installation). Without one, it uses a cookie in the visitor’s browser that lasts a year, so history only shows on the same browser.
Filler messages and interruption handling
Enable Filler Messages (show wait messages when a reply takes time) and Enable Interruption Handling (collect quick follow-up messages and answer them together) are marked Coming Soon.
The Events tab
The Events tab sends chatbot events to your own systems through a webhook. See Chatbot events.