To configure the chatbot, go to Settings → Message Templates and open the “Main Menu” tab at the top of the page.
Important feature: The chatbot’s main menu is configured individually for each connected channel. This allows you to adapt the logic and text to the specifics of a particular channel, if necessary.
If the settings need to be the same for all channels, there’s no need to repeat the setup manually—simply configure the menu on one channel, then use the “Copy Templates” button to apply the completed structure to the other connected channels.
On the left side of the page, you’ll see a tree-like structure of all the chatbot’s templates. Let’s take a look at the main elements of this tree.
There are two system blocks in the template tree:
⚠️ Important: It is not recommended to delete these blocks, as they are tied to the chatbot’s core logic. If necessary, you can only edit the text of the messages within these templates without altering their structure.
DEFAULT is the default message sent to a customer if their message does not match any of the chatbot’s configured commands. It’s helpful to configure this template so that the customer understands how to interact with the bot correctly or can get help from an agent.
FIRST is the response to the customer’s first message—essentially the chatbot’s welcome message. Here, you should introduce the company, briefly explain how the bot can help, and provide instructions on how to access the command menu.
The template tree also includes a template that allows a customer to unsubscribe from the notification newsletter. By default, this command is triggered by the “@” symbol—when a customer sends this symbol, they are automatically unsubscribed from the newsletter.
By default, chatbot menu commands are triggered using the “#” symbol. Expand this section in the template tree to see the full list of available commands.
In this section, you can:
This allows you to tailor the chatbot’s structure to specific business needs—for example, by adding sections such as “Contact Us,” “Price List,” “Book a Service,” and so on.
The “Main Menu” section gives you full control over the logic of the chatbot’s initial interaction with the customer: from greetings and responses to unclear commands to the structure of the user menu—while basic system processes (feedback and appointment confirmation) remain protected from accidental deletion.