How Do I Configure General Bot Behavior with ChatSyncs?
The General tab in Bot Settings — the Chat with Human notification email, a default No Match reply, and the welcome Get Started Message.
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The General tab in Bot Settings configures the basic, always-on behavior of a bot — who gets notified, what it says when it doesn't understand something, and how it greets a new conversation.
Chat with Human Email#
Enter the email address that should receive a notification whenever a customer clicks Chat with Human. The button itself is set up as one of the System Default Action Buttons — see Chat with Human in Quick Actions for how to wire it into a flow.
Once a customer clicks the button, the flow above runs: the Chat With Human Template notifies your team, the customer sees a message confirming someone will respond, and an optional Chat with robot button lets them switch back to the bot at any time.
Example
Email: support@company.com
Customer: I want to talk with a human.Result: ChatSyncs sends an email notification to support@company.com.
No Match Reply#
Enable this to send a default reply when the bot can't find a matching response to a customer's message. The fallback message itself is built as a flow — see No Match in Quick Actions for how to build it.
Example
Customer: Can you repair my laptop?
Bot: Sorry, I couldn't understand your request. Please contact our support team.No Match Response Frequency Limit controls how often that reply repeats to the same customer:
| Frequency | Behavior |
|---|---|
| Every Time | Sends the No Match reply for every unmatched message. |
| Once a Day | Sends it once per day to the same customer, even if they send several unmatched messages that day. |
| Once a Month | Sends it once per month per customer. |
| Once a Year | Sends it once per year per customer. |
Bot Replies While Agent on Mobile App#
Enable this if the bot should keep replying automatically even while a human agent is already chatting with that customer from the ChatSyncs mobile app.
Example
Customer: What are your business hours?
Bot: Our business hours are 9 AM – 6 PM.The human agent can continue the conversation without interruption — the bot's reply doesn't block or replace theirs.
Get Started Message#
Shows a welcome message when a customer starts a brand-new conversation with the bot. Turning this on here only unlocks the button — the welcome message itself is built as a flow, see Get-started in Quick Actions for how to build it.
Example
👋 Welcome to ABC Store!
Click Get Started to explore our products.Frequency: Every Time or Once a Day — Once a Day avoids re-sending the welcome message to a returning customer who already messaged that day.
Save your changes#
Frequently asked#
How do I make the bot send a welcome message to new customers?
Turn on Get Started Message and set its frequency to Every Time or Once a Day, e.g.
👋 Welcome to ABC Store! Click Get Started to explore our products.
Who gets notified when a customer asks for a human agent?
Whoever's email is entered under Chat with Human Email — every click of the Chat with Human button sends that address a notification.
Does the bot stop replying once a human agent takes over a chat?
By default, yes. Turn on Bot Replies While Agent on Mobile App if you want the bot to keep responding to matched keywords even while an agent is also chatting with that customer from the ChatSyncs mobile app.
How do I stop the No Match reply from repeating every time a customer sends an unmatched message?
Set No Match Response Frequency Limit to Once a Day, Once a Month, or Once a Year instead of Every Time.
Related Documentation#
- Bot Settings — all eight tabs at a glance.
- How to Set Up Quick Actions (No Match, Get Started, and More) — the System Default Action Buttons, including Chat with Human.
- How Do I Set Up Business Hours for My Bot? — a separate, time-based No Match / off-hours behavior.
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