An embed chatbot answers your website visitors' questions around the clock, exclusively from the knowledge bases you assign to it, with the sources listed under every answer. It has no access to any other data of your organization, to your agents or to your workflows. If it finds no basis for an answer, it says so openly instead of making something up.
Best for: FAQ and support on your own website, a sales advisor on the product page, an internal help desk on the intranet, suggesting appointments through a connected calendar, and collecting contact requests when the chatbot does not know the answer.
Before you begin
- Owners and administrators can always create and edit a chatbot; editors and members can only do so if their administrator assigns them the "Manage chatbots" permission under Settings → Roles & permissions.
- Without a connected knowledge base, the chatbot cannot answer any questions. Create one beforehand if none exists yet (see Knowledge bases).
Create a chatbot
- In the sidebar, click Chatbots.
- Click New chatbot.
- Enter a Name and, optionally, a Short description (optional). Activate immediately is preset; switch it off if you only want to set up the chatbot for now.
- Click Create.
The builder opens with nine tabs: three for monitoring (Analytics, Conversations, Contacts) and six for setting up and testing.
Connect knowledge bases
- Open the Knowledge tab.
- For every collection the chatbot may search, click Connect.
Whatever you do not connect here, the chatbot does not see. Personal recording archives can never be connected, because they are private to their user.
Adjust behavior and design
In the General tab, under Template, you choose one of nine ready-made system prompts, ranging from a general information assistant to a compliance assistant, or Custom for a text of your own; your company name is inserted into it automatically. Below that you set the Bot response language and the Widget UI language (German, English, French, Spanish or automatic) as well as Suggestions, which visitors see as buttons they can click. Also in the General tab, under Privacy, you enter the link to your privacy policy and the Retention period (days) for conversations, selectable between 7 and 365 days, with 90 preset.
In the Design tab you set the Primary color and the Button position, with a live preview next to them. One of the four Design templates (Minimal, Soft Rounded, Corporate, Dark) provides ready-made CSS as a starting point for the Custom CSS field.
Preview and answer test
In the Design tab, the visual preview for colors, position and custom CSS remains available. The answer test in the Test tab is temporarily unavailable and shows a corresponding note there instead of an input field. This restriction does not affect the embedded chatbot on your website.
For a professional test before public release, first activate the chatbot only on a non-public test page and enter only its domain under Allowed domains. Check real customer questions against the saved configuration there, and add the public domain only after you have approved it.
Embed it on your website
- Open the Embedding tab and enter at least one domain under Allowed domains. Without an entry, the chatbot does not answer on any website. An entry with a wildcard (
*.example.com) covers the base domain and all subdomains. - Copy the Embed code and paste it before the closing
</body>tag of your website:
The embed code above automatically loads the current widget version.
If your web team has explicitly entered /embed/v1/widget.js in the script path, the previous appearance is kept; for the current version, switch to /embed/widget.js.
The widget loads color, language and suggestions automatically from the saved configuration; the code only contains the API key. For security reasons you see that key in plain text only once, directly after creating the chatbot or after Regenerate key; if it is lost, generate a new one there. Through a programmatic interface, the chat window can also be opened, closed or started with a pre-filled question using JavaScript, which is handy for a button of your own or a link from an email.
After embedding, you see in the Analytics tab how often the chatbot is used and which questions most often remain unanswered, and in the Conversations tab individual conversations for quality assurance.
Capture requests the chatbot cannot answer
If the chatbot finds no answer in the connected knowledge bases, it can instead offer the visitor to leave their contact details, so that no request gets lost.
- Open the Integrations tab and switch on Capture contact details. This requires at least one connected knowledge base; otherwise the contact card does not appear.
- The email address is always a required field; you can add Name and Phone if you need them.
- Optionally, enter an introduction text and a confirmation text, as well as a different address under Send notifications to (optional). If it stays empty, every request goes to the owner of the organization.
You see every request immediately by email and collected in the Contacts tab. If you also connect a Google Calendar, the chatbot can suggest free appointments: it only reads the calendar, nothing gets booked, and for this the calendar must be shared publicly.
Monthly quota
Every chatbot has a monthly quota of chat messages; every message a visitor sends to the chatbot counts. You can see the current status at any time at the top of the chatbot page, next to the active status. Without a booked chatbot package, your organization has 250 messages per month in total, only one chatbot can be active at a time, and the widget shows Powered by with the logo of Datenmassiv AI. At 80 % and 90 % of the quota, the owner of the organization receives an email; once it is used up, another email follows and the chatbot pauses. During the pause, visitors see a friendly note, which you can word yourself in the Embedding tab, not an error message. On the 1st of the following month (German time), the chatbot starts again automatically; unused messages expire. The quotas of all chatbot packages are listed in the Reference chapter.
The chatbot does not answer on my website
Check four causes in this order: your domain is missing from the Allowed domains list in the Embedding tab, the Active switch is turned off in the General tab, the embedded API key is still the placeholder from the sample code instead of your real key, or the monthly quota is used up.
Next step
- Knowledge bases: the source your chatbot answers from.
- Team: who can receive the "Manage chatbots" permission.
- Reference: roles, limits and retention periods in one place.