# General Settings

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.

***

### Accessing General Bot Settings

To open General Settings:

1. Log in to your **BotPenguin Dashboard**
2. Click on All bots
3. Select your MS Teams Bot.
4. Navigate to Settings
5. Click the General tab

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

***

### 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

<figure><img src="/files/iNcDQumB4FQYInxbxjig" alt=""><figcaption></figcaption></figure>

***

### 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.

***

### 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.

***

### 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**

***

### 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**

***

### 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.”

***

### 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.”

***

### 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.”

***

### 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.

***

### 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

***

### FAQs

<details>

<summary>What happens if Restart Chat Flow Triggers are not set?</summary>

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

</details>

<details>

<summary>Can I use multiple keywords for restart or live chat?</summary>

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

</details>

<details>

<summary>What happens when a live chat request expires?</summary>

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

</details>

<details>

<summary>Can I disable inactivity messages?</summary>

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

</details>

<details>

<summary>Do these settings apply to all users?</summary>

Yes.\
General Settings are applied **globally** across your bot.

</details>


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