Overview and project settings
“Overview” tells you whether your bot is doing its job and what needs you. “Settings” holds the project name, members, plan and your own preferences.
Overview
Section titled “Overview”Inside a project, the navigation on the left reads “Overview”, “Chats”, “Flows”, “Knowledge”, “Channels”, “Apps” and “Settings” (on a phone, “Overview” and “Chats” sit at the bottom and everything else is under “More”). From top to bottom, “Overview” shows:
- “What’s new”: appears when there’s a product update.
- The “Get started” checklist: only on new projects, and it disappears once all five steps are done; see Getting-started checklist.
- What needs you, the last 7 days’ outcomes, the bot status, and the latest conversations with plan usage (described below).
What you see depends on your role. For example, members without access to chats don’t see waiting customers or the latest conversations.
Needs you
Section titled “Needs you”Up to 3 items, most urgent first. Choose the button on a card to deal with it.
| Card | When it appears | Button |
|---|---|---|
| “N customers are waiting for a person” | Customers are waiting for a person; shows the longest wait. | “Go to chats” |
| “Channel name: status” | A channel needs attention, such as “Needs reauthorization” or “Webhook is off”. | “Go to channels” |
| “Your trial ends in N days” | 5 days or less are left in the trial. When it ends, the bot stops answering customers. | “Choose a plan” (owner only) |
| “N changes aren’t published” | Flow changes are waiting to be published, so customers don’t see them yet. | “Review and publish” |
When nothing needs you, you see “All good”, for example “Nobody is waiting and every channel works.”
Last 7 days
Section titled “Last 7 days”“Last 7 days” sums up how the bot did in three numbers, compared with the 7 days before (such as “+12% vs last week”). It counts the last 7 full days, not today.
- “Conversations (7 days)”: conversations where a customer wrote; each conversation counts once a day.
- “Resolved by the bot”: an estimate: conversations minus those that went to a person, including ones your team took over.
- “Handed to a person”: conversations the bot or AI handed to a person or your team took over, with the average time until a person replied.
Each number comes with an explanation of how it’s counted. A new project shows numbers from the day after counting starts.
History
Section titled “History”Choose “History” for charts over a longer period: “7 days”, “30 days”, “90 days”, “1 year” or “Custom range”. The charts are “Outcomes” (conversations per day, resolved by the bot and gone to a person, plus the average reply time of a person), “Messages per day”, “Active customers per day” and “Who answered customers” (how replies split between flows, AI and people); some can show a single channel. Choose “Back to overview” to return.
Bot status
Section titled “Bot status”- Channels: each connected channel and its status, such as “Connected”, “Waiting for a test message” or “Needs reauthorization”. See Channels for what each status means.
- Published version: for example “Version 12 published · 3 days ago”, or “Not published yet” if you’ve never published.
- “Bot not replying?”: checks your plan, channels, publishing and AI settings in order, with a fix for each; see Bot not replying?.
The Chatbotta team manages the switch for automatic AI replies, so there’s nothing to set here. You only see “The Chatbotta team paused AI replies. Please contact us.” if AI replies were paused. On a phone, this card also offers “Publish N changes” when you have unpublished changes.
Latest conversations and usage
Section titled “Latest conversations and usage”- “Latest conversations”: the 5 most recent conversations; those waiting for a person are marked “Waiting”. Choose “View all conversations” to open Chats.
- “Plan and usage”: “Customer conversations · used this month” and “Copilot · used today”, with “Almost used up” near the limit. Choose “View plan” to open Plan and billing.
Project settings
Section titled “Project settings”Choose “Settings” on the left. Settings come in three groups:
- “Project”: General, Members and access, Plan and billing
- “Features”: Website chat, Copilot and tools
- “Personal and admin”: Preferences, Danger zone
Which sections you see, and whether you can change them, depends on your role. For example, an “Agent” only sees “Preferences” and “Danger zone”; a “Viewer” can look at the settings, but the controls are disabled with the reason, next to “Request access”.
General
Section titled “General”- “Project name”: change it and choose “Save”. You can undo right after saving.
- “Return to the bot when nobody replies”: after a person takes over, if nobody replies to the customer within this time, the bot starts replying again and leaves a note only your team can see. Every reply from your team restarts the timer. Choose 1, 4, 8, 24, 48 or 72 hours, or “Never”; the default is 24 hours. A change also applies right away to conversations a person is handling now. See Chats.
- “Bot persona”: how the bot sounds, how it addresses customers and when it hands over to a person are set in Knowledge › Bot persona. Choose “Open bot persona”, and see Knowledge.
Changing the general settings needs edit access (Editor and up).
Members and access
Section titled “Members and access”The top shows your own role, for example “You’re this project’s Owner: Can do everything, including payment and deleting the project”.
- Owner: can do everything, including payment and deleting the project.
- Admin: can do most things, except payment, deleting the project and managing other admins.
- Editor: can change flows, knowledge and settings, and reply to customers.
- Agent: only replies to customers.
- Viewer: can see content and reports, but can’t change anything or reply.
| Role | Chats | Flows & knowledge | Channels | Members & plan |
|---|---|---|---|---|
| Owner | Full | Full | Full | Full |
| Admin | Full | Full | Full | Members only |
| Editor | Full | Full | View | No access |
| Agent | Full | No access | No access | No access |
| Viewer | View | View | View | No access |
When no role fits, open the member’s role menu and choose “Advanced: custom access” to set “Chats”, “Flows & knowledge”, “Channels”, “Members & plan” and “Settings” separately. Note that a member who can change flows and knowledge also needs “Settings: Edit” to publish flows.
Invite members
Section titled “Invite members”Admins and the owner can invite members; only the owner can make someone an Admin.
- Choose “Invite member”, enter their “Email”, choose a “Role” and choose “Invite”.
- If they already have a Chatbotta account, they join the project right away. Otherwise they get an invitation email and show up under “Waiting to join”.
- They join automatically once they sign up with that email. Invitations work for 14 days; after that, “Invite again” sends it once more and restarts the 14 days. You can also “Resend” or “Cancel” an invitation.
To change a member’s access, select their role and pick another. Their “⋯” menu has “Remove member”, which takes away their access to the project right away.
Request access
Section titled “Request access”When you open something your role can’t use, the screen says what access it needs (such as “Needs admin access”) next to a “Request access” button. Once you send it, the project’s owners and admins are notified, and the request appears under “Access requests” in “Members and access”, where they can “Approve” it (choosing the role to give you) or “Decline” it. Once approved, the feature opens up by itself. Things only the owner can do, such as payment and deleting the project, can’t be requested.
Transfer ownership
Section titled “Transfer ownership”The owner can choose “Make them the owner” in a member’s “⋯” menu, type their name to confirm and choose “Transfer ownership”. The new owner can pay and delete the project, and you become an Admin.
Plan and billing
Section titled “Plan and billing”- Plan status: such as “Free trial”, “Active”, “Expires soon” or “Expired”, with the “Current period ends” or “Next payment” date. New projects come with a 14-day trial.
- “Choose a plan”: pay online by credit card and the plan starts right away. The monthly fee includes the plan’s AI conversations (one conversation on one day counts once); anything over is charged at the overage rate at the end of each period. Paid plans can connect more than one LINE Official Account; see Connect more than one account.
- “Manage subscription and invoices” and “Cancel subscription”: appear once you subscribe online and open subscription management in a new tab.
- “Billing and cost estimate”: the monthly fee, included conversations, overage rate and this month’s estimated charges; choose “View history” for past charges.
- “Copilot usage”: today’s usage against the daily limit, monthly totals and a breakdown by model.
Only the owner can choose a plan and pay; other members can only look. Projects invoiced by our team can switch to automatic card payments under “Pay online (optional)”; the rates stay the same.
Channels
Section titled “Channels”“Channels” has moved out of Settings to its own page in the navigation on the left. Connect LINE, Facebook, Instagram and website chat there, see each channel’s status, “Check again” or “Disconnect”. Connecting or disconnecting channels needs an admin or the owner; editors and viewers can see the status. See Channels.
Website chat
Section titled “Website chat”“Website chat” here is the same setup as website chat on the “Channels” page, in three steps: “Set the look” (brand name, greeting, brand color, brand logo and chat button position), “Add the code to your website” and “Check the install”. Website chat is a channel, so the owner or an admin sets it up.
For the full install steps, see Website chat; to control the chat window with code, see the JavaScript API.
Copilot and tools
Section titled “Copilot and tools”Connect external tools so Copilot and your bot can use outside systems, such as a booking system.
- Choose “Add external tool” and fill in the name, server URL, purpose and authentication.
- A new tool is available only to Copilot (for admins) at first. To let the bot use it when replying to customers, turn on “Let the bot use it when replying to customers (it talks to real customers)” and check the tools it may use.
- One-click tool bundles such as the booking system are on the “Apps” page.
Adding or changing tools needs edit access. For more on external tools and apps, see Apps.
Preferences
Section titled “Preferences”These settings apply only to your account; other members aren’t affected:
- “Text size”: “Standard”, “Large” or “Larger”, in all your projects.
- “Language”: “繁體中文”, “English” or “Match browser”. You can also switch it in “Account settings”, from the menu that opens when you select the project name at the top left.
- “Appearance”: “Match system”, “Light” or “Dark”.
- “Message input”: with “Press Enter to send” on, Enter sends and Shift + Enter starts a new line; with it off, Enter starts a new line and you send with the Send button.
- “Product update emails”: whether to email you when there’s a new roundup of product updates.
- “Time format”: whether to use the “12-hour clock”.
Danger zone
Section titled “Danger zone”- “Leave project”: you’re removed from this project and need a new invitation to come back. If you’re the only owner, make another member the owner before you leave.
- “Delete project”: only the owner can delete. Chats, flows, knowledge and settings are all deleted and this can’t be undone; you type the project name to confirm.