The ChatFlamingo Handbook

Getting started

From your first sign-in to the chat on your website. If you went through the setup wizard, most of this is already done.

Signing in

The dashboard lives at the address of your installation with /admin at the end. There are three ways in:

• User name and password: the form below. You can pick the dashboard language right here, under the button.
• Login link by e-mail: after setup you receive a link that signs you in without a password. Set your own password later under Settings › My account.
• Invitation: colleagues receive an e-mail with a button to set their password. They choose it themselves (at least 6 characters) and are then signed in.

The setup wizard

On first start a wizard takes you to a working chat in a few minutes. It reads your website and suggests everything it needs from there.

1. Enter your website address, e.g. www.your-company.com.
2. We read your website: products, prices, shipping, service, contact and legal pages become knowledge documents for the bot. Depending on the size this takes one to a few minutes.
3. Does this look right? Check the chat's name, colour and face, and change them if needed.
4. What should the chat achieve? Tick your goals, such as collecting contacts, selling more or answering questions at once. They shape the bot's answer style.
5. Try it: the chat already answers with your knowledge.
6. Where does the chat go? Copy the embed line for your website (on Shopify: switch it on in the theme editor).
7. Set a password (optional) and go to the dashboard.

The getting-started list

While something is still missing, the settings show the Getting started list with a progress bar. Click an item to go straight to the right card. The items:

Once every item is done, the list disappears by itself. You can also hide it earlier.

Dashboard layout

The four areas

The status in the top bar

The green or grey pill next to your name shows whether people are available right now: Office open or Outside hours. It follows your opening hours. Click it to override the schedule for a while:

• We are here — 4 h or until tomorrow: requests go to the team, even outside your hours.
• Away briefly — 1 h or Closed — today: visitors are offered the e-mail form straight away.
• Automatic: back to the schedule. “Manual” in the pill shows that availability was set by hand; when the time runs out, the schedule applies again by itself.

The account menu

Click your picture at the top right to open the account menu:

• Sound for new chats: on or off, for this device.
• Language: the dashboard language, independent of the chat language on your website.
• Install app: puts the dashboard on your computer or phone as an app (only when the browser offers it).
• Sign out.

If notifications are still off on this device, a bar below the top bar offers Turn on, Set up and Later.

The app on your phone

The dashboard works fully on a phone. Installed as an app, it delivers notifications even when it is closed.

1. Open the dashboard in your phone's browser and sign in.
2. Account menu › Install app (iPhone: Share › “Add to Home Screen”).
3. Open the app and turn on notifications under Settings › My account.
4. Lock the phone, put it down, then press Send test notification. It should arrive within seconds.

The setup assistant

A chat inside the dashboard that sets up the bot with you. Tell it what you need in your own words; it suggests the change, and you confirm.

Open it with ✨ Assistant in the top bar (administrators only). It greets you with “I'll help you set up your bot.” and offers a few starting points. It can:

• Create actions: support tickets, call-backs, quotes and more, based on the templates, with the questions and routes you describe.
• Help with connections: it finds the right service among the more than 90, explains where you get the access details, and opens the connection form for you.
• Change settings: opening hours, special days, support address, widget texts and colours, proactive message, WhatsApp button, canned responses and the house style.
• Add knowledge: it writes a document (an FAQ, shipping terms, prices) from what you tell it and adds it to the knowledge base, and it creates corrections.
• Answer questions about the dashboard: it looks things up in this handbook and tells you where to find them.

1. Write what you want, e.g. “Tickets by e-mail to service@my-company.com, and we are open Mon–Fri 8–17.”
2. The assistant asks for anything missing and shows each change as a card with a short summary.
3. Apply saves it, exactly as if you had set it in the dashboard yourself; Discard drops it. The card then says “Applied”, and the page shows the new state.

Speaking instead of typing

The microphone next to the input field records a voice message: tap it, speak, tap it again (at most two minutes). The note button uploads a voice memo you already have, such as an MP3 or M4A from your phone (up to 25 MB). A moment later the text appears in the input field. Check it, then press Send: dictated e-mail addresses, phone numbers and codes are what speech recognition gets wrong most often, which is why nothing is sent on its own.

The first time, the browser asks for permission to use the microphone. The recording is only converted to text and then discarded; it is not stored. Anything in it that sounds like an access key is removed from the text.

↺ starts a new conversation. The conversation is kept only while the dashboard tab is open.

Chats: read along, take over, reply

The bot answers most questions on its own. You see every conversation live and can take over at any moment.

The inbox

Conversations are listed on the left, newest first. Three tabs filter them:

• Inbox: all ongoing conversations.
• Mine: those assigned to you or taken over by you.
• Archive: finished conversations.

Each row shows the visitor's name (or an ID), the last question, the last answer, the page the visitor is on and the tags. The badge tells you who is answering:

A green dot in front of the row means the visitor is on your website right now.

Reading a conversation

Click a row to open the conversation with all its messages. Below each bot answer is Fix this answer: it takes you to Corrections with the bot's answer already filled in.

Taking over and replying

1. Open the conversation and click Take over at the top right. The bot goes quiet; the visitor sees that a person has joined.
2. Type your reply at the bottom and press Send (or Enter; Shift+Enter for a new line).
3. Done? Return to bot hands the conversation back.

Tools in a conversation

These buttons sit at the top of a conversation (on a phone they are in the ⋯ menu):

Canned responses with “/”

Type / in the reply field and your canned responses appear. Keep typing to filter (/shipping); a click or Enter inserts the text.

Photos and files

The paper clip next to the reply field sends a photo or PDF into the chat. Visitors can send photos too, for example of a type plate; they appear in the conversation.

Handing over to the internal team

Visitor details

Next to the conversation, on the right, is everything known about the visitor:

Field	Meaning
Status	Online or offline.
Name, e-mail, phone	What the visitor provided.
Shop account	If the customer is signed in to your shop, their account appears here (see Recognise signed-in shop customers).
Location, browser, source	Approximate location, device, and where the visit came from (Google, an ad, a link).
Language	The bot answers in this language. You can change it here.
Rating	The visitor's 👍 or 👎.
Translation	“auto” translates both ways: you read your language, the visitor reads theirs.

• Tags: type one and press Enter, e.g. “quote”. Up to 10 per conversation; the × removes one.
• Shopping cart: what is in the visitor's cart (with a shop connection).
• Current page and Page history: where the visitor is and has been.
• Previous conversations of the same visitor.
• Notes: visible to the team only, kept with the customer.
• Ban visitor: for harassment and spam. The visitor can no longer write.

Live now and contacts

Above the inbox are two more views:

• Live now: everyone currently on your website with the chat loaded. Start chat opens the chat on their screen and connects you directly.
• Contacts: everyone who left a name, e-mail or phone number, grouped across all their conversations. Download as CSV exports the list, for example for your CRM.

Analytics

What is happening in the chat, where visitors come from and what they want to know. Nothing extra is tracked: everything comes from what the conversations already carry.

Overview

Trend and busiest hours

Conversations — last 30 days shows one bar per day. Busiest hours shows at what time of day visitors write: a good guide for your opening hours.

Where the chats come from

Choose the Period (7 days, 30 days, 90 days, 12 months). The line above sums up: conversations, how many had questions, questions in total, questions per conversation. Below it, one bar chart each with count and share:

• Most asked topics
• Source (ads, search, social, direct)
• Language
• Country
• Place
• Device
• Operating system
• Browser
• Landing page
• Most visited pages

The bot: knowledge, style, actions

Here you decide what the bot knows, how it sounds and what it may do for visitors. Five tabs, in the order you need them day to day.

Fix answers

Missed questions

Questions the bot could not answer from the knowledge base, with how often and when they were asked. The number on the tab shows how many are open.

1. Click Answer and write the correct answer once.
2. Save. The question and answer go into the knowledge base; from then on the bot answers it itself.

Dismiss removes a question that needs no answer (nonsense, greetings, typos).

Customer feedback

Negative ratings (👎) with the answers to “What went wrong?” and “What could we do better?”. Click an entry to open the conversation.

Corrections

Found a wrong or outdated answer? Write the correction here instead of hunting through the files. Corrections are sent with every bot answer and always win against an old document.

1. Under New correction write it short and factual, e.g. “The discount code AUTUMN10 has expired. Do not mention discount codes.”
2. Add. It applies immediately.
3. Below, under Test the bot, ask the question the way a customer would and check the answer.

Each correction can be paused (Pause, reactivate later) or deleted. Up to 40 corrections, 500 characters each.

Sources

What the bot answers from: your documents, the pages of your website and connected sources such as Google Drive or SharePoint (see Services › Knowledge sources).

Knowledge base documents

1. Choose files… and pick one or more files: PDF, Word (DOC, DOCX), PowerPoint (PPTX), Markdown, TXT, HTML, JSON, CSV.
2. Upload. The files are searchable a minute or two later.

Good candidates: manuals, FAQs, spare part lists, warranty terms, price lists, shipping terms. Every file in the list can be deleted or replaced with a newer one.

Importing the sitemap: the link directory

So that the bot adds the right link to each answer (e.g. …/support/shipping/), it learns the list of your pages.

1. Enter your website address, e.g. www.your-company.com. The sitemap is found automatically (in robots.txt, at /sitemap.xml and /sitemap_index.xml). A full sitemap address works too.
2. Import URL. The sitemap address found is then shown in the field, with the number of pages below it.
3. No public sitemap? Use …or upload XML.
4. Under Check the saved sitemap automatically choose “daily” or “weekly” and Save. Check now checks right away.

A new import replaces the old directory. The automatic check only uploads again when your page list has actually changed, so a quiet day costs nothing.

Website discovery (beta)

Reads the pages themselves, not just the list, and builds knowledge documents by topic: products, prices and payment, shipping, service and warranty, FAQ, contact, legal. One file per topic appears in the document list.

1. Enter the Website address.
2. Choose the Page budget (10 to 1000, default 250): the maximum number of pages read.
3. Read the website. Reading is polite, four pages at a time; even large shops finish in minutes. The report below shows what was found.

A new run replaces the previous one. This is also where you find Run the setup wizard again.

Answer style

What the chat should achieve

Your goals shape the house style: a bot meant to collect contact details asks for them, a shop bot recommends products.

• Collect contact details (leads)
• More sales in the online shop
• Purchase advice like in a store
• Phone calls and call-backs
• Book consultation appointments
• Take quote requests
• Answer questions at once, relieve the team

Plus: Phone number for calls, Booking link (e.g. Calendly) and an Other goal in one sentence. Suggest house style from these goals puts matching rules into the field below, for you to check; nothing is saved until you click.

How the bot should answer (house style)

One rule per line. The rules are sent with every bot answer and every Copilot draft. Write how your company speaks: tone, length, what the bot should ask before it recommends something. Examples:

• Keep answers short, three sentences at most.
• Address customers formally.
• Before recommending a coffee, ask how the customer brews.

Save house style or Reset to factory. The counter below shows how long the rules are.

Built-in system prompt

The fixed rules every answer is built on: core rules, order status rules (with and without a shop connection) and product card rules. Placeholders: {brand} becomes your brand name, {langHint} the automatic language hint, {abilities} what this installation can really do.

Actions: what the bot may do

With actions, the bot creates a support ticket, arranges a call-back or takes a quote request by itself. It recognises in the conversation when an action fits, asks for what is missing, sums up, and sends only after the visitor says yes.

Templates

Setting up an action, step by step

Every action has five stages. There is no flowchart: the bot runs the conversation itself.

1. When: in your own words, when the action fits. “Someone reports a bug or has a request you cannot solve yourself.”
2. Asks for: the fields the bot collects. For each field: name, type (text, choice, e-mail, phone), a hint for the bot and “Required”. For “Choice”, list the options separated by commas. + Add field for more. The tick Ask for a photo when it helps makes the bot ask for a picture (type plate, error message).
3. Confirm: before sending, the bot sums up and asks whether it is correct. On by default; without that yes the server creates nothing.
4. Then: where it goes. A route is “Always” or tied to a condition on a choice field (“If type of request = bug”). Routes are checked top to bottom; the last one without a condition acts as “otherwise”. Targets: E-mail, GitHub issue or a connected service (“ticket to Zendesk”, “message in Slack”). + Add route for more.
5. Reply to the visitor: the sentence after sending, with placeholders such as {ticket} and the fields ({email}). The bot translates it into the visitor's language.

Add a Name of the action and a Ticket number prefix: tickets are then numbered like T-1042. With active ticked, the bot can use the action.

Test run

The Test run checks every route without creating anything: is e-mail sending set up, is the GitHub repository reachable and private, does the service access work?

What happens with every ticket

• A ticket number, an entry under Contacts, a note in the conversation.
• A push notification to the team and, if set up, the webhook.
• If an e-mail address was asked for: a confirmation to the visitor.
• Photos from the chat are attached to the ticket e-mail (up to 5 files, 15 MB in total).

Try it: Try the bot

Ask the bot the way a customer would. The answer comes from the real bot with all documents and corrections. Each question is answered on its own, like a visitor's first question.

Settings

Eight groups in three sections: Account (My account, Team, Plan), Chatbot (Availability, Chat window, Chat tools) and System (Connections, Technical).

Searching the settings

Looking for “colour” or “password”? You do not need to know which group it is in: the search field at the top finds every card by heading, field names and hint text. Enter opens the first hit, Esc clears the field.

Online or Offline

At the very top of the settings you find Current status with a switch. Only you change it; nothing sets it automatically, not even signing in or out. Everybody starts as Online.

• Online: notifications make a sound, the Android app rings, reminders are repeated (as set under Notifications). Outside your opening hours, Talk to a human still reaches the team as long as at least one person is Online.
• Offline: everything arrives silently, without sound or vibration, and the Android app does not ring. If nobody is Online outside the opening hours, the visitor gets the e-mail form, and the chatbot keeps answering.

Notifications

Which events make a sound while you are Online. Each person sets this for themselves; it applies to the dashboard, push notifications and the Android app.

My account

My profile

Your picture and name are shown to the team in the top bar, the member list and next to your replies. Visitors only ever see your display name. Choose photo… uploads a picture (cropped to a square and scaled down), Use initials removes it again.

Password

With a password you sign in directly, without waiting for a login link. At least 6 characters, enter it twice, Save.

Notifications on this device

Push has to be allowed once per device and browser: Turn on. The status above tells you whether it works (“Blocked” means: allow it in the browser or app settings, then reload).

Keep alerting until somebody answers

A notification rings once. To keep a phone that was put down ringing, the alert is repeated while a visitor is waiting. It stops as soon as someone takes over or the visitor leaves.

Reliability check

Android puts apps to sleep to save battery, and a sleeping phone can swallow notifications completely. Test it the way it really happens: lock the phone, put it down, then press Send test notification. It should arrive within seconds. If it arrives late or not at all, the section Notifications arrive late or not at all explains the phone settings to change (battery optimisation, power saving, background use).

Team

Everyone gets their own user name. The Display name is what visitors see on your replies (“Eva”). Each person appears as a card with name, role, @user name · e-mail address and when they last signed in. An account without an address is marked in red: app.chatflamingo.com and the Android app find accounts by their address and cannot sign such an account in.

1. Click + Add user. A window opens.
2. Enter Display name, User name and E-mail, and choose the Role: Agent or Administrator (see Roles).
3. Send invitation. The e-mail lets the person choose their own password, so nobody has to make one up for someone else.

Need an account without e-mail? Set a password directly shows a password field. Edit opens the same window for name, e-mail, role and active; the user name stays as it is. The ⋯ menu next to it sends a sign-in link, sets a password or deactivates the account. Open access links (for example from the welcome e-mail) are listed below and can be withdrawn.

Plan

Answer budget

How many bot answers this installation may spend per month. The bar shows usage, with a line such as “1,240 of 50,000 answers used this month (2%)” below it.

• At 80% the team gets one notification.
• At 100% the bot politely offers the e-mail form instead of answering. Conversations are still stored and you can reply by hand.
• Replies from people are always free.
• Stronger AI models count several times per answer; this is shown next to the usage.

Change plan opens the plan choice for Pro: the same as Free, same answer budget, only without the “ChatFlamingo free” note below the chat window (monthly, or yearly with two months free; prices plus VAT, the final price for your country is shown before you pay). Invoices & cancellation leads to the customer portal. Plans booked through Shopify are changed in the Shopify app. You can cancel any time, effective at the end of the paid period.

Delete account

Deletes the chat for good: all conversations, documents, settings and your team's logins. A running plan ends immediately, and the chat window disappears from your website. Type LÖSCHEN to confirm. This cannot be undone.

Availability

Support tickets

When a visitor cannot get help (outside office hours, or because nobody takes over in time), they can leave their e-mail address. The whole conversation is then e-mailed to your support address.

Opening hours for human help

Inside these hours a help request rings in the dashboard, and the e-mail form only appears after the waiting time. Outside them, a person still takes over if someone is Online; if nobody is, the visitor is told right away and offered the form, with Continue with the chatbot to carry on with the bot instead.

1. Tap the weekdays and choose the times from–to.
2. + Add hours for more blocks, such as Saturday morning or a lunch break.
3. Check the Timezone and save.

No hours set means: always available. If you prefer typing, open Edit as text: Mon-Fri 08:00-16:30, Sat 09:00-12:00 (days: Mon Tue Wed Thu Fri Sat Sun). The text visitors read about your hours is edited per language under Widget design & texts.

Special days

Public holidays, company holidays or one-off service days. On those dates they replace the weekly schedule.

1. Choose From and, for several days, To.
2. Enter Hours, e.g. 09:00-14:00. Empty means closed all day.
3. Optionally add a Note for visitors (“Company holiday”), then Add.

Chat window

Everything visitors see on your website. On large screens the Live preview runs alongside on the right: the real chat window with whatever is in the fields right now, even unsaved. Switch between Chat open and Before opening.

Put the chat on your website

1. Copy the line.
2. Paste it just before </body> on your website, or into your shop's field for custom scripts (WordPress, Gambio, Shopware, JTL …).
3. Reload the page: the chat appears at the bottom right.

You never have to touch the line again, even if the chat moves to another machine. On Shopify this card instead says: Apps › ChatFlamingo › “Open theme editor”, then “Save”.

Chat link and QR code

A link of its own that opens the chat directly, even without a website: for a QR code at the counter or on flyers, your e-mail signature and social media. Copy link, Open, Download QR code (as a picture for printing). The link stays the same; what is printed stays valid. Add ?utm_source=flyer and Analytics shows where someone came from.

Widget design & texts

Changes apply on your website the next time a visitor loads the page.

Texts per language

Choose the language at the top, then fill in the texts. Unsaved changes are kept while you switch languages; click Save once at the end.

Instant answers for the starter chips

When a visitor taps a quick question whose text is listed here, the answer comes straight from this text without asking the model. It costs nothing and arrives in two seconds. Upper and lower case and a trailing question mark do not matter. Choose the language, Add an answer, enter question and answer, Save. A language without entries goes to the bot as usual.

Proactive message

After a delay, a small bubble invites the visitor to chat, once per visit.

Rating follow-up: Google review & hotline

After a 👍 the visitor is invited to leave a Google review. After a 👎 the chat first asks what went wrong and what could be improved, then offers the team and the hotline; the review invitation comes last and in softer wording.

• Google review link (e.g. https://g.page/r/…/review). Empty: no invitation.
• 24 h hotline number. Empty: no hotline button.

WhatsApp button

A WhatsApp button in the chat window's header. A tap opens WhatsApp on the visitor's phone or computer with a chat to your number. Number with country code, optionally a pre-filled message. Try the button → tests it.

Chat tools

Canned responses

Ready-made replies for your team, available with / in the reply field. Enter a Shortcut (e.g. shipping) and the Text, then Add. Also here: the Remote support download link. With the canned response /fernwartung your team sends it into the chat; when empty, that shortcut is hidden.

Agent Copilot

AI reply suggestions for your team (the ✨ Suggest button in a conversation). They are based on the conversation and your knowledge base; your team always reviews and edits them before sending. Switch them on or off here.

Connections

Everything that links the bot to other systems: shops, ready-made services, your own systems, GitHub, webhook and recognising signed-in customers. The row in the settings list shows how much is connected.

Shops

Services: more than 90 ready-made connections

Ready-made connections to your team's tools. Connected services are then available as targets under Bot › Actions (“Then: ticket to Zendesk”), or they give the bot new abilities in the conversation (tracking parcels, booking appointments, quoting reviews).

1. Search for the service in the search field, e.g. “slack”.
2. Click Connect. A short guide tells you where to find the access details in that service.
3. Enter the access details and click Connect. The access is checked immediately; if it does not work, you are told what is missing.
4. Where offered: only switch on Include contact details (e-mail, phone) if nobody outside your team can read the target.

What is special about the groups:

• Newsletter services only subscribe with the provider's double opt-in; an address from the chat may belong to someone else.
• Appointments: the bot names free slots and books only after a summary and the visitor's yes.
• Payments: payment links only after a yes, with a maximum amount, at most three per conversation.
• Shipping: parcel tracking without recipient details.
• Channels: the bot answers there itself; your team takes over in the dashboard like any other chat. After connecting, the card shows the webhook address and the verify token for Meta.
• Knowledge sources: files come into the knowledge base with the Import now button and then daily.
• Reviews: the bot quotes real reviews with their source and gives the link for leaving a review.

Connected systems and Connect a system (MCP and OpenAPI)

Under Connect a system you link your own systems, such as inventory management, stock levels or your own portal. The bot uses their released tools in the conversation. The card Connected systems above lists them with their tools.

1. Type: MCP server or OpenAPI interface. Name, e.g. “Inventory”.
2. The address of the MCP server or of the OpenAPI description; for OpenAPI, optionally a different base address.
3. Authentication: none, bearer token, API key (name, sent as header or URL parameter, value) or user and password.
4. Connect. The tools appear in the list above.
5. Reading tools are on straight away. Tools that change something stay off until you release them one by one.

Up to 10 systems. Names and descriptions from outside systems are only shown as text, never run as code.

GitHub access

For actions that create a GitHub issue. Best is a “fine-grained token” that may only write issues in that one repository (permission “Issues: Read and write”). Save or Remove. E-mail addresses and phone numbers never go into an issue, only the ticket number.

Webhook (Zapier, Make, CRM)

Sends new contacts and requests straight to an address of your choice, for example a “Catch Hook” in Zapier or Make, or directly to your CRM.

1. Enter the Webhook address (https://…).
2. Choose the events: New contact (e-mail or phone left in the chat), New request or ticket (e-mail form and actions), Every new chat (a visitor's first message).
3. Save. The Key for checking the signature appears.
4. Send a test and check in the target that it arrived.

Every call is signed: header X-ChatFlamingo-Signature, HMAC-SHA256 over the body. Every action sends the ticket number (ticket), the action (action) and all fields (fields). Example in Zapier: “Catch Hook” › “Filter” on action = ticket › “Slack: Send Channel Message”.

Recognise signed-in shop customers

When a customer is signed in to your shop, the shop can pass their name and e-mail to the chat. The bot then no longer asks for them, and the order number alone is enough for the order status.

1. Create key.
2. Put the key only into your shop's server code, never into the page.
3. Insert the code shown before the embed line. It passes name, e-mail, customer number and a signature (HMAC-SHA256 over the lower-case e-mail).

Technical

Email / SMTP server

Used for ticket e-mails, contact alerts and confirmations. If the card says “Nothing to set up”, the platform already sends e-mail itself; your own server is then optional and takes over once it is filled in.

Send test email checks sending to your support address.

AI model

Which model answers visitors (also used for Copilot drafts and “Test the bot”). Stronger models answer better but count several times per answer. The number after each model says how often an answer counts: 1, 4, 20, 50 or 100. The default, Standard, counts 4.

Thinking effort (models with thinking only): automatic, minimal (fastest), low (a good balance for chat), medium (thorough), high (slow, maximum care). More thinking helps with tricky questions but delays the first words. Changes apply from the next answer. If unsure, leave it on Standard.

Website access

Which websites may embed the chat. Empty: every site (fine for testing). Once your domains are entered, the chat only works there; someone who copies the line into a foreign site does not spend your budget. Subdomains count automatically: example.com covers www and shop.example.com.

Storage

Photos, files and transcripts live in the database. The bar shows usage, broken down by type, followed by the largest files.

Roles and permissions

Privacy and security

• Credentials for shops, services and systems stay on the server and are never shown again, not even to administrators.
• Order status only with proof (e-mail or last name), never addresses or prices, and a brake after eight failed attempts.
• Contact details only go where you allow it: never into GitHub issues, into team channels only with the “Include contact details” switch.
• Actions create nothing without the visitor's yes; limits per conversation and hour prevent abuse.
• Webhooks are signed, and signed-in customers are only recognised with your shop's signature.
• Website access limits the chat to your domains.
• Clean-up deletes files and conversations after your deadlines; you can delete single conversations by hand at any time.
• The data-protection notice in the chat is edited per language under Widget design & texts.

Frequently asked questions

Is there a quicker way to set everything up?

Yes: the setup assistant (✨ Assistant in the top bar). Describe what you need, and it prepares actions, settings and knowledge for you to confirm.

How do I put the chat on my website?

Under Settings › Chat window › Put the chat on your website, copy the line and paste it before </body>. On Shopify, switch it on in the theme editor.

The bot said something wrong. What do I do?

Click Fix this answer below the answer in the chat, or write a correction under Bot › Fix answers. It applies from the next answer.

The bot does not know something. How do I teach it?

The question is listed under Missed questions: click Answer. For whole topics, upload a document.

What happens when nobody is available?

Outside your opening hours the visitor is told right away and offered the e-mail form. The request arrives at the support address with the whole conversation.

I do not get notifications on my phone.

Install the dashboard as an app, turn notifications on under My account and send the test with the phone locked. On Android, switch off battery optimisation for the app.

Does it cost anything when my team replies?

No. Only bot answers count towards the answer budget.

What happens when the answer budget is used up?

The bot offers the e-mail form. Conversations are still stored and your team can reply. The budget starts again on the first of next month. Need more than 50,000 answers a month? Write to contact@chatflamingo.com (Wild, on request).

Can the bot create tickets or arrange call-backs?

Yes, with actions: by e-mail, as a GitHub issue or in a service such as Zendesk, HubSpot or Slack.

Which languages does the bot answer in?

In the visitor's language. The chat window is available in 24 languages; in the dashboard, “Translation: auto” translates a conversation both ways.

Can I use the chat without a website?

Yes, with the chat link and QR code.

How do I connect my shop?

Under Connections › Shops: Shopify and Magento with the address, WooCommerce through the plugin, Shopware with the access key, Gambio with the API token. Many more shops are under Services.

Can an agent change the settings?

Agents do not see actions, connections, team or plan. See Roles.

Glossary

Versions

How the version number grows: the last digit for corrections to the text, the middle one for new dashboard features, the first for a new structure.