Customer Panel — Complete Overview

The Customer Panel is where you build, deploy, and manage your chatbots — handling everything from bot creation and live conversations to analytics, contacts, and your subscription, all in one place.

When you log in, the left sidebar gives you access to everything. Your bots and agents sit at the top, your conversation tools in the middle, and your account setup and configuration at the bottom under More.

The sections below walk you through each part of the panel — what it does, what you can accomplish with it, and how it fits into the bigger picture.

Home

Goal: Get a quick read on your account the moment you log in.

The Home dashboard gives you a snapshot of what's active and how things are performing — without digging into any individual module.

If you're logging in for the first time, you'll land on a welcome screen prompting you to create your first bot. From here you can book a free demo call with the team or watch a help video to get oriented before you start building.

Once you've created your first bot, the dashboard opens up into:

Insights — Usage metrics for messages, WhatsApp messages, AI messages, and leads generated.
Bots Table — All your active bots with their platform, status, and quick-access actions.
Agents Table — All your AI agents with status and management options.
Right Panel — Onboarding checklist, product updates, feature requests, and community links.

What you can do here:

Monitor key usage metrics at a glance
Access and manage bots and agents quickly
Track your onboarding progress
Explore updates and submit feedback

Chatbot

Goal: Create and manage the chatbots running across your channels.

This is where your chatbots live. Every bot you've built — across any platform — is listed here with its status, platform, and last updated date.

All chatbots — Search and filter by platform. Edit, reconnect, or delete any bot from the actions menu.
Create New ChatBot — Button to start a step-by-step flow: pick a platform (Website, WhatsApp, Instagram, Telegram, SMS, MS Teams), choose a use case, configure basic instructions, and deploy your chatbots

What you can do here:

View and manage all your bots in one place
Filter bots by platform
Create new bots across any supported channel
Edit, reconnect, or remove existing bots

AI Agents

Goal: Build and manage AI-powered agents that handle conversations dynamically — over text and voice — beyond fixed chatflows.

AI Agents go beyond standard chatbots. Instead of following a fixed script, they use AI to understand context and respond dynamically, drawing on a trained knowledge base and configurable tools. The same agent can hold a text conversation or a live voice call, with voice available as a setting inside the agent rather than a separate bot type. This module is split into three panels.

Agents List — All your AI agents in one sidebar. Select any agent to load its configuration.
Configuration Panel — Set the agent's personality, instructions, knowledge base, tools, and deployment channels, including voice. Mark steps as complete to track setup progress.
Preview Panel — Test how the agent responds in real time before going live.

Creating an AI Agent gives you three starting points: build from scratch, use a pre-built template (Lead Qualification, Support, Appointment Booking), or define your own instructions.

What you can do here:

Create AI agents from scratch or from templates
Define agent personality, tone, and knowledge
Turn on voice mode to let the agent handle live calls
Deploy agents across multiple channels
Preview and test agent responses before publishing

Inbox

Goal: Manage every conversation, contact, and order coming through your bots — in one unified workspace.

Inbox is your live operations center. Five tabs cover every type of interaction your bots generate.

Chats — All conversations across every channel. Filter by bot, agent, tag, or status. Assign agents, add tags, mark chats open or closed, and export data.
Orders — Order records generated through bot interactions. View payment status, assign agents, send SMS, and export.
Appointments — All bot-booked appointments. Toggle between upcoming and past. Mark as no-show, reschedule, or cancel.
Contacts — Every person who has interacted with your bots. Import, export, filter, assign agents and tags, and manage groups.
Groups — Organize contacts into segments for targeted communication and campaigns.

What you can do here:

Manage all incoming conversations across channels
Assign agents and tags to chats and contacts
Track orders and appointments from bot interactions
Build and segment contact lists

Inbox/Chats

Analytics

Goal: Understand how your bots are performing so you can improve what matters.

Analytics breaks down performance across six focused views — each answering a different question about your bots and conversations.

Overview — Total messages, leads, and bot-wise performance at a glance.
Chatbot Engagement — Sessions, unique vs. returning users, drop-off rates, resolution rates, and lead generation trends.
Live Chat — Response times, acceptance rates, abandonment, and resolution metrics for human-handled chats.
AI Analytics — Thumbs up/down feedback, frequent topics (word cloud), and response effectiveness by category.
ChatFlows — Activations, participants, and emails collected per flow, with graph views by date range.
Voice — Voice session trends, escalation rates, and average session duration for voice-enabled agents.

What you can do here:

Track bot and agent performance over time
Identify drop-off points and improve chatflows
Monitor live chat team efficiency
Measure AI response quality and user satisfaction

Subscriptions

Goal: Manage your plan, track usage, and keep your billing details current.

Plan — View available plans and switch tiers. Toggle between Omnichannel and WhatsApp plans, and between monthly and yearly billing.
Add-Ons — Purchase extra messages, WhatsApp packs, agent seats, AI credits, and more on top of your current plan.
Current Plan — Live usage bars for every resource — messages, bots, integrations, voice minutes, and more — alongside your plan details and renewal date.
Billing — Manage your billing address and tax details.
Invoices — Full invoice history. Download or email any invoice directly.

What you can do here:

Upgrade or switch your subscription plan
Purchase add-ons as your usage grows
Monitor resource consumption in real time
Manage billing details and download invoices

Help Center

Goal: Find answers, learn the platform, and stay up to date — without raising a support ticket.

The Help Center is your in-platform resource hub. Access it any time from the sidebar to find guides, tutorials, and product updates.

Get Started — Introductory video guides covering bot creation, WhatsApp setup, AI usage, and integrations.
Set Up Your Bot — Step-by-step resources for building and training your first bot.
Explore BotPenguin — Product updates, feature requests, roadmap, and bug reporting.
Follow Us — Links to the BotPenguin community across WhatsApp, YouTube, Twitter, Instagram, and LinkedIn.

What you can do here:

Watch onboarding tutorials to get up and running faster
Access written guides for specific features
Stay informed on new releases and upcoming features
Submit feedback or report issues directly

The More menu expands into three groups: data setup tools, developer tools, and account management.

1. Data Setup

Goal: Configure the data layer that powers your bots and conversations.

Users and Team — Configure your platform team, and add business hours, and roles.
Custom Attributes — Create fields to store and map data from API responses, chatbot interactions, or agent inputs.
Tags — Create tags for organizing and filtering contacts and chats.
Custom Status — Define custom status labels with color codes for contacts and conversations.
Quick Replies — Pre-written responses agents can use during live chat to reply faster.
Custom Tabs — Add custom menu items linking to external tools or internal pages.
3rd Party APIs — Configure external APIs your bots can call during conversations.
Integrations — Connect third-party tools: CRMs, calendars, MCP connectors, and more.
Notifications — Manage notification preferences for live chat requests, new leads, and user messages.

2. Developers

Goal: Connect external systems and monitor platform events.

API Tokens — Generate and manage your API access token for external integrations.
Webhooks — Subscribe to platform events across WhatsApp, Instagram, Website, Telegram, Facebook, SMS, and account level. Test events and view delivery logs.

3. My Account

Goal: Manage your profile, company details, and login credentials.

Account — Update your name, email, phone, language, company details, and profile image.
Password — Change your login password or permanently delete your account.

Troubleshooting

My bot isn't responding to users.

Check that the bot is active in Chatbot and that the status toggle is enabled.

If the bot is active but still not responding, open the bot's chatflow and verify that the flow is published and configured correctly.

For WhatsApp or Instagram bots, confirm that the channel connection is active by using the Reconnect option from the bot's actions menu.

Conversations aren't appearing in Inbox.

Verify that the bot generating the conversations is active and properly connected.

Then go to Inbox → Chats and review any active filters. Filters may be hiding conversations from view. Clear all filters and search again.

My AI Agent isn't giving accurate responses.

Go to Agents, select the relevant agent, and review the Knowledge Base section under Required Setup.

Ensure all knowledge sources are current, complete, and configured correctly. Use the Preview Panel to test responses before making further changes.

Analytics data looks incorrect or empty.

Analytics reports only display activity for the selected bot and date range.

Confirm that the correct bot is selected and that your date range covers the period you want to review. Data may take a short time to update after new activity occurs.

A team member can't access certain sections.

Go to More → Users & Teams → Roles, review the assigned role, and enable the required permissions.

Then go to Members and verify that the team member has the correct role assigned.

A contact imported from WhatsApp isn't showing in Contacts.

Go to Inbox → Contacts and verify that no filters are active.

If the contact is still missing, the import may have failed due to formatting issues. Re-import the data using the correct format and ensure all required fields are included.

My webhook events aren't being delivered.

Go to More → Developers → Webhooks, locate the relevant webhook, and open View Logs to review delivery attempts.

Common causes include an incorrect endpoint URL, unavailable destination server, or expired authentication credentials on the receiving system.

My chatbot changes aren't appearing on the live bot.

After making changes to a chatflow, ensure you click Publish.

Draft changes do not affect the live bot until the chatflow is published. Also verify that you are editing the correct bot if you manage multiple bots.

My bot is responding with the wrong flow.

Review the trigger settings for all chatflows attached to the bot.

Multiple chatflows with overlapping triggers can cause unexpected behavior. Ensure trigger conditions are unique and correctly configured.

Frequently Asked Questions

Can I run bots on multiple platforms at the same time?

Yes.

Each bot is connected to a single platform, but you can create multiple bots across different channels and manage all of them from the same account. All bots are accessible through the Chatbot module.

What's the difference between a Chatbot and an AI Agent?

A Chatbot follows predefined chatflows, rules, and conditions that you configure.

An AI Agent uses a language model to understand context and generate responses dynamically, making it better suited for open-ended conversations, customer support, and complex queries.

Can multiple team members handle live chats simultaneously?

Yes.

Add users through More → Users & Teams → Members, assign a role with live chat permissions, and they can manage conversations from the Inbox simultaneously.

How do I stop a bot from responding outside business hours?

Configure your schedule under More → Users & Teams → Business Hours.

Once business hours are defined, connect them to the appropriate bot or agent settings so live chat handoffs only occur during the specified time periods.

Can I store custom data collected during a bot conversation?

Yes.

Go to More → Custom Attributes and create attributes for any information your bot collects, such as customer names, preferences, order IDs, or API response values.

These attributes can then be mapped and used throughout your chatflows.

How do I know which chatflow is causing users to drop off?

Go to Analytics → Chatbot Engagement and review the Drop-off Rate report.

This report highlights where users exit the conversation, helping you identify and optimize underperforming steps in your chatflow.

Can I export my contact list?

Yes.

Go to Inbox → Contacts and click Export Contacts.

You can export your complete contact database or download a filtered subset based on selected criteria.

What happens if I exceed my plan's message limit?

Monitor your usage under Subscriptions → Current Plan.

When your message limit is reached, bot messaging may be paused depending on your subscription rules. To increase capacity, purchase additional messages through Subscriptions → Add-Ons or upgrade your plan.

Support

If everything is correct and you are still unable to move forward, write to us at support@botpenguin.com. We will respond back within 48 business hours.

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Last updated 2 months ago