General

Overview

The General settings allow you to configure the basic behavior, display, and data management options of the AI Chatbot.

Before using the AI Chatbot, configure the required AI provider and API key through the AI Assistant settings.

Prerequisites for AI Chatbot Setup
Before using the AI Chatbot, configure an AI Assistant with a supported AI provider and a valid API key.
AI Provider Configuration: Select and configure a supported AI provider, such as OpenAI, to enable AI chatbot functionality.
API Key Setup: Enter a valid API key for the selected AI provider. The API key is required to generate AI responses.
Training the Chatbot with RAG:
You can improve chatbot response accuracy by training it with your own content using Retrieval-Augmented Generation (RAG).
You can add FAQs, documentation, website content, and other supported training data. The chatbot can retrieve relevant information from the trained data when responding to user questions.

Where to Find

Go to: Support → Settings → AI ChatBot → General

AI Chatbot General Settings
How It Works

The General settings control how the AI Chatbot operates on your website.

You can enable or disable the chatbot, manage chatbot session storage, control footer branding, configure the number of sessions displayed per page, and control when the chatbot popup automatically appears.

The popup settings allow you to control:

  • Whether the chatbot popup appears automatically.
  • How long the chatbot waits before appearing.
  • How many times the popup can appear to the same visitor within 24 hours.
Step-by-Step Guide
  • Go to Dashboard → SupportCandy → Settings → AI Chatbot.
  • Open the General tab.
  • Enable the AI Chatbot Status option to display the chatbot on your website.
  • Configure Auto-delete AI Chatbot Sessions for chatbot session data.
  • Choose whether to Show Footer Branding.
  • Set the Number of Sessions per Page.
  • Configure Popup Delay Status to enable or disable automatic chatbot popups.
  • Set the Popup Delay to define how long the chatbot waits before showing the popup.
  • Set the Popup Display Limit to control how many times the popup can appear within 24 hours.
  • Click Submit to save the settings.
Options / Settings
AI Chatbot Status
Enable or disable the AI Chatbot.
  • Enabled – Displays the AI Chatbot on your website.
  • Disabled – Disables the AI Chatbot on your website.
 
Auto-delete AI Chatbot Sessions
Define how long chatbot session data should be stored before it is automatically deleted.
You can enter a number and select a duration such as:
  • Days
  • Months
  • Years
Chatbot sessions older than the selected duration are automatically deleted.
This option helps keep the database clean and optimized.
 
Show Footer Branding
Choose whether to display the “Powered by SupportCandy” message in the chatbot footer.
  • Yes – Displays SupportCandy branding in the chatbot footer.
  • No – Hides SupportCandy branding from the chatbot footer.
 
Number of Sessions per Page
Set the number of chatbot sessions displayed on each page of the Chat Sessions list.
A higher value displays more sessions on one page. A lower value can improve page load performance.
 
Popup Delay Status
Enable or disable the automatic chatbot popup.
  • Enabled – The chatbot popup automatically appears after the configured Popup Delay, up to the configured Popup Display Limit.
  • Disabled – The automatic chatbot popup is disabled. Visitors can still open the chatbot manually.
Popup Delay
Set how long the chatbot waits before automatically showing the popup after a visitor lands on the website.
For example, if Popup Delay is set to 10 seconds, the chatbot popup appears 10 seconds after the visitor lands on the website.
The Popup Delay is applied only when Popup Delay Status is enabled.
 
Popup Display Limit
Set the maximum number of times the chatbot popup can automatically appear to the same visitor within a 24-hour period.
For example, if Popup Display Limit is set to 3, the chatbot popup can appear up to 3 times for the same visitor within 24 hours.
The popup display count is shared across all open browser tabs for the same visitor.
After the visitor reaches the configured display limit, the chatbot popup does not automatically appear again until the 24-hour period has ended.
The Popup Display Limit applies to automatic chatbot popups. Visitors can still open the chatbot manually.
 
Chatbot Custom Prompt

Add extra instructions for the chatbot, such as its tone of voice, business-specific rules, and information it should always mention or avoid. These instructions are added to the chatbot’s system prompt and applied to every conversation.

Notes / Tips
  • Configure the AI provider and API key before using the AI Chatbot.
  • Train the chatbot with relevant RAG data to improve response accuracy.
  • Enable Popup Delay Status if you want the chatbot to appear automatically.
  • Popup Delay controls how long the chatbot waits before showing the popup.
  • Popup Display Limit controls how many automatic popups can appear within 24 hours.
  • The popup display limit is shared across all open browser tabs for the same visitor.
  • Visitors can manually open the chatbot even when automatic popups are disabled or the popup display limit has been reached.
  • Regularly delete old chatbot sessions to help manage database size.
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