Support Docs

How can we help you?

Find detailed documentation and clear guides to help you build
and launch your Conversell bot.
Guide Documentation
Getting started
Just create an account today to bring your first AI assistant to life.
1
Check Workspace settings: Head to the Communication section and ensure a valid destination email address is provided.
2
Pick your channel: Make sure the Email Notifications toggle is switched ON in your bot settings.
3
Activate the Flow: Go to Behaviors › Core Behaviors and ensure the Handover Flow is toggled to Active.
Workspace
Setup your workspace to organize your assistants.
1
Personalize your Brand: Upload your company logo and set your workspace timezone.
2
Invite your Team: Add collaborators and manage permissions from the Team tab.
3
Set Preferences: Adjust notification defaults so you only get alerted for what matters.
My AI Assistants
Create, customize, and launch your AI bots in just a few clicks.
1
Use the Scrape Website tool: This is the quickest method — it automatically reads your online content and feeds it to your bot.
Analytics
Monitor your success with clear data on messages, users, and sessions.
1
Review your Intents: Open the Flow interface and check the Training Phrases for each intent.
2
Differentiate your phrases: If two intents share the same phrase (e.g. "How much?"), the bot will be confused. Edit Training Phrases so each is unique to its specific goal.
3
Add variety: Enter various ways a user might phrase a request so the bot recognises the goal even with different wording.
Knowledge Base
Upload your data and let your AI learn everything about your business.
1
Check the aspect ratio: Ensure your image is a perfect square to prevent stretching or distortion.
2
Improve the resolution: Use a high-quality PNG or JPG — ideally 512×512px. Avoid low-resolution files.
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Frequently Asked Questions

Bots

  • How do I create my first bot?

    Go to My Bots, click + Create Your Bot, and enter a Bot Name. Customers see this name when they chat. Then connect the channels your plan allows.

  • Can I customize how my bot looks and sounds?

    Yes. Under General Settings you can set the bot’s name, tone (for example Professional, Friendly or Concise), language and avatar. Under Appearance you can change the brand color, font, launcher icon and message colors, and see the result right away in the Live Preview.

  • I made changes but my bot isn’t live. Why?

    Open the Activation dashboard, switch Bot Activation to « On », and click the green Save button. Changes are not saved automatically, so anything you don’t save is lost when you close the browser.

Flows

  • What is a flow, and how does it work?

    A flow follows the rule Intent → Response. The bot works out what the customer wants (the intent), then sends the response or action you linked to it. To make one, click + Create New Custom Flow and give it a name and description.

  • How do I make the bot understand different ways of asking the same thing?

    When you create an intent, add several Training Phrases, which are different ways a customer might word the same request. The more variations you add, the more reliably the bot recognizes the intent.

  • What kinds of responses can I build?

    You can build text, cards (carousels of up to 10) and media such as PDFs, MP4s and images. Each one can be Static (fixed content) or AI Mode (written at runtime from your rules). You can also add buttons, quick replies, and quick replies that collect an email or phone number.

Handover

  • Can customers talk to a real person?

    Yes. The built-in Handover Flow passes the conversation to your team. It collects the customer’s details and emails them to your staff.

  • Where do handover notifications go?

    They go to the email address you set in Workspace Settings → Human Assistance. Each alert includes the customer’s details and the conversation transcript.

  • Can I pause the bot so only my team answers?

    Yes. Switch the bot to StandBy mode. The AI stops replying and keeps conversations waiting until a team member steps in. Switch back to Always Active to turn 24/7 automatic replies back on.

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