General Settings

Configure your MS Teams Bot Settings with this Guide.

The General Settings section allows you to configure your bot’s core behavior, including session handling, live chat timing, restart rules, and fallback messages. These settings control how your bot behaves when users are inactive, request live chat, or complete an automated flow.

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Accessing General Bot Settings

To open General Settings:

1. Log in to your BotPenguin Dashboard

2. Open your bot

3. Navigate to Bot Settings

4. Click the General tab

You will see the Configure your bot’s General settings screen.

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General Settings – Overview

The General Settings page includes the following configuration areas:

• Session management

• Live chat request handling

• Restart & live chat triggers

• User inactivity behavior

• Post-flow completion messages

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Session Time Out

Session Time Out defines how long a user session remains active without interaction.

• Set the time value

• Select the unit (minutes, hours, etc.)

Example: If set to 6 minutes, the session resets after 6 minutes of user inactivity.

ℹ️ Shorter session times help restart conversations cleanly for inactive users.

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Live Chat Request Expiry Time

This setting defines how long a live chat request remains valid before expiring.

• Value is set in seconds

• If no agent responds within this time, the request expires automatically

Example: If set to 0.165 seconds, the request expires almost immediately.

⚠️ Use a realistic expiry time to avoid missing live chat requests.

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Restart Chat Flow Triggers

Restart Chat Flow Triggers allow users to reset the conversation using specific keywords.

How It Works

• User types a configured keyword (e.g., restart)

• The bot restarts the default chat flow

Examples of Restart Keywords

• restart

• start over

• reset

🔴 This field is mandatory

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Live Chat Triggers

Live Chat Triggers allow users to request human assistance using keywords.

How It Works

• User types a live chat keyword

• Conversation is transferred to a live agent (if enabled)

Examples of Live Chat Keywords

• live chat

• agent

• help

🔴 This field is mandatory

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Un-availability Message

The Un-availability Message is sent when:

• A live chat agent is unavailable

• A user requests live chat outside working hours

Example: “Hello! Our agents are currently unavailable. Please leave a message.”

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User Inactivity Message

This message is sent when a user becomes inactive during a session.

Configuration Options

• Enable or disable using the toggle

• Customize the inactivity message text

Example: “Are you still there? Let me know if you need help.”

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Message After Automated Flow Completed

This message is sent after the bot finishes an automated chat flow.

Common Use Cases

• Ask if the user needs more help

• Offer live chat

• Provide next steps

Example: “Thanks for chatting! Let me know if you need anything else.”

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Saving Your Changes

After updating settings:

1. Click Save Changes

2. Changes take effect immediately

⚠️ Unsaved changes will be lost if you leave the page.

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Best Practices

• Always configure Restart and Live Chat triggers

• Use clear, user-friendly messages

• Avoid extremely short live chat expiry times

• Enable inactivity messages for better engagement

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FAQs

What happens if Restart Chat Flow Triggers are not set?

Restart functionality will not work, and users won’t be able to reset the conversation using keywords.

Can I use multiple keywords for restart or live chat?

Yes. You can add multiple keywords, and any of them will trigger the action

What happens when a live chat request expires?

The request is automatically closed, and the bot continues with automated behavior.

Can I disable inactivity messages?

Yes. Use the toggle next to User Inactivity Message to enable or disable it.

Do these settings apply to all users?

Yes. General Settings are applied globally across your bot.