Chatbot
Customize the virtual assistant that appears on your website and manages customer conversations across multiple channels. Configure its name, appearance, personality, knowledge base, and connected channels from the Chatbot settings. Use the Chatbot section (separate page) to manage conversations and train the bot.
Accessing the configuration
From the Fanz dashboard, go to Website → Chatbot.
The settings sidebar has the following sections:
| Section | What you configure |
|---|---|
| Identity | Name, avatar, tone and personality |
| Welcome Messages | Initial greeting message in Spanish and English |
| Features | Lead capture, require contact, ticket resend, approval mode |
| Knowledge Base | Information sources for the bot (documents, URLs, free text) |
| Services & Instructions | Services the bot should promote and custom instructions |
| Channels | Connect Gmail, Instagram, and WhatsApp |
| Playground | Test the chatbot in a sandbox environment |
Identity
Chatbot name
The name displayed to visitors when they interact with the bot — including in the Inbox, where it appears next to each bot message bubble.
| Specification | Value |
|---|---|
| Maximum | 60 characters |
Examples:
- "El Cubo Theater Assistant"
- "Fanz Support"
- "Luna" (character name)
Tip: A short, memorable name works best. It can be your brand name + "Assistant" or a character name if you want to give it more personality.
Avatar
The chatbot's profile image that appears in the chat bubble and next to bot messages in the Inbox.
| Specification | Value |
|---|---|
| Recommended size | 50 × 50 px |
| Format | Square (cropped to circle) |
The image is displayed rounded like a profile picture. Use your logo, a representative icon, or a character illustration.
Tone and personality
Choose how the chatbot communicates with your visitors. The tone affects response style, length, and vocabulary.
| Tone | Ideal for | Style |
|---|---|---|
| Default | General use, most organizers | Balanced, clear, adaptable |
| Friendly & Upbeat | Festivals, nightlife, community events | Approachable, enthusiastic, uses emojis |
| Professional & Clear | Conferences, corporate events, venues | Formal, concise, no emojis |
| Direct / Short | Busy ticket buyers, high volume | Short responses, to the point |
| Warm & Reassuring | Refunds, access issues, stressed users | Empathetic, calming, patient |
| VIP / Concierge | Premium experiences, hospitality | Exclusive, attentive, helpful |
Which one to choose?
- If you're not sure, leave Default — it works well for most
- If your events are festivals or parties, choose Friendly & Upbeat
- If you organize conferences or corporate events, choose Professional & Clear
- If you have high volume and want quick responses, choose Direct / Short
- If you handle many support inquiries (refunds, issues), choose Warm & Reassuring
- If you sell VIP or premium experiences, choose VIP / Concierge
Welcome Messages
The initial message the chatbot displays when a visitor opens the chat. You can configure it in Spanish and English to adapt to the visitor's language.
Default values:
| Language | Message |
|---|---|
| Spanish | ¡Hola! ¿En qué te puedo ayudar? |
| English | Hi! How can I help you? |
Recommendations:
- Keep the message short and friendly
- You can include your brand name
- You can mention what the bot can help with
Custom examples:
- "Hi! I'm the El Cubo Theater assistant. Do you have any questions about our events?"
- "Welcome! I can help you with event information, ticket purchases, and more."
Enable or disable the chatbot
You can completely disable the chatbot if you don't want it to appear on your site.
| Setting | Default value |
|---|---|
| Chatbot active | Enabled |
When disabled, visitors won't see the chat bubble on your website.
Features
The chatbot has special features you can enable or disable based on your needs.
1. Lead capture
When the chatbot can't resolve a query, it requests contact information from the visitor so someone on your team can follow up later.
| Setting | Default value |
|---|---|
| Status | Enabled |
How it works:
- The visitor asks a question the bot can't answer
- The bot asks for their name and email/phone contact
- The conversation appears in the Inbox marked as "Contact captured"
- Your team can review the conversation and contact the person
When to use it?
- When your customers have high value and personalized follow-up is worth it
- When you have a support team that can follow up
- To avoid losing sales opportunities when the bot doesn't have the answer
When to disable it?
- If you don't have the capacity to follow up on leads
- If you prefer users to contact you through other means (email, phone)
Note: Lead capture and Require contact to chat are mutually exclusive. Enabling one automatically disables the other.
2. Require contact to chat
When enabled, visitors must provide their email or phone number before they can start a conversation with the chatbot.
| Setting | Default value |
|---|---|
| Status | Disabled |
How it works:
- The visitor opens the chat and sees a contact form instead of the chat interface
- They enter their email, phone, or both
- Once submitted, the chat unlocks and the conversation begins normally
- The contact information is saved on the conversation and visible in the Inbox
Important: This option and Lead capture are mutually exclusive. Enabling one automatically disables the other. Choose Require contact to chat when you want contact info upfront for every conversation. Choose Lead capture when you only want it for conversations the bot can't resolve.
When to use it?
- When you need a reliable way to follow up on every chat interaction
- When customer support quality is critical and you want to contact users if the bot makes a mistake
- When your support team actively monitors all chatbot conversations
When to disable it?
- If requiring contact info creates friction that discourages visitors from using the chat
- If most queries are simple and don't need follow-up
- If you prefer the less intrusive Lead capture approach
3. Ticket resend
The chatbot can resend purchase tickets to users who lost the original email or can't find their tickets.
| Setting | Default value |
|---|---|
| Status | Enabled |
How it works:
- The user indicates they lost their tickets or can't find the email
- The bot asks for the email used for the purchase
- The bot searches for purchases associated with that email
- If valid purchases are found, it resends the tickets to the original email
Special cases:
- Refunded or canceled purchase: The bot informs that the purchase was canceled and doesn't resend tickets
- Email not found: The bot informs that no purchases were found with that email
- Different email: Tickets are only resent to the original purchase email (for security)
4. Approval mode
When enabled, every bot-generated reply is held for human review before it's sent to the customer. This gives you full control over outbound messages in sensitive contexts.
| Setting | Default value |
|---|---|
| Status | Disabled |
How it works:
- A customer sends a message on any connected channel
- The bot drafts a reply but does not send it automatically
- The draft appears in the Inbox for your team to review
- A team member can approve the reply as-is, edit it, or discard it
- Only after approval is the message delivered to the customer
When to use it?
- During high-stakes sales periods (launches, on-sale days) where a wrong reply could cause confusion
- For premium or VIP customer segments where every message needs a human touch
- When onboarding the bot to a new channel and you want to validate quality first
When to disable it?
- When bot response quality is well established and you want fully automated handling
- When your team doesn't have bandwidth to review every reply in real time
Channels
Connect external messaging channels so the chatbot can handle conversations beyond your website widget. In the Website → Chatbot sidebar, find the Channels section.
Available channels
| Channel | What it connects |
|---|---|
| Gmail | Incoming emails to your connected Gmail account |
| Direct messages received on your Instagram profile | |
| Messages received on your WhatsApp Business number |
Connecting a channel
- Go to Website → Chatbot and find the Channels section in the sidebar
- Click the channel you want to connect
- Follow the authorization steps for that platform (OAuth or API credentials depending on the channel)
- Once connected, the channel status changes to Active
- New incoming messages from that channel will appear in the Inbox and the bot will respond according to your settings
Tip: The onboarding tour for the Inbox ends with a prompt to connect your first channel — it's a great starting point if you haven't done it yet.
You can connect all three channels independently and disconnect any of them at any time without affecting the others.
Knowledge Base
In the Website → Chatbot sidebar, the Knowledge Base section is where you load information for the bot to reference when answering questions.
| Source type | Examples |
|---|---|
| File | PDFs — event guides, venue rules, FAQs, policies |
| URL | Your website, landing pages, event detail pages |
| Free text | Custom content you write directly |
Events are synced automatically — no need to upload them manually.
To add a source:
- In the Knowledge Base section, click Add source
- Choose the type: File, URL, or Free text
- Upload the file, paste the URL, or write the content
- The bot indexes the content and can reference it in future conversations
You can add multiple sources and remove any of them at any time. The bot re-indexes automatically when sources change.
Services & Instructions
In the Website → Chatbot sidebar, the Services & Instructions section lets you define what services or products the bot should proactively mention or promote during conversations, plus custom instructions.
To add a service:
- Click Add Service
- Fill in the name, description, and optionally a call to action (button text)
- Save — the bot incorporates the service into relevant conversations
Custom Instructions let you give the bot additional directives on how to behave (e.g., "Always offer a 10% discount", "Never mention VIP pricing").
Use services to drive upsells, highlight special offers, or surface services that customers might not know to ask about.
Inbox
The Inbox is a separate page in the dashboard — it's not inside Website. Access it from the side menu by clicking Chatbot.
Tip: A guided onboarding tour is available for the Inbox. Complete it to get familiar with filtering, thread view, and channel connection — the tour ends by prompting you to connect your first channel.
From the Inbox you can:
- See all customer conversations across every connected channel (Web, WhatsApp, Instagram, Email)
- Filter by channel, search by text, and filter by date range
- Read full conversation threads
- Approve or discard bot replies (when Approval mode is on)
- Access the Training Hub to manage FAQs, knowledge sources, objectives, and test the chatbot
📖 Learn more: Chatbot conversations — Full guide on the Inbox, metrics, bot training, and FAQ management
Widget experience for visitors
Visitors interacting with your chatbot on event pages see an improved experience:
- Status indicators — While the bot is generating a response, a visual indicator shows the current step: Thinking, Searching, or Writing
- Progressive text reveal — The response text appears word by word at a natural reading pace rather than appearing all at once
These improvements make the bot feel more responsive and conversational to your buyers.
Training Hub
From the Chatbot view, click the Training Hub button to access the bot training area. It has the following tabs:
| Tab | What you do |
|---|---|
| FAQs | View, create, edit, and delete question-answer pairs to train the bot |
| Knowledge | Manage knowledge sources (same as in the chatbot sidebar) |
| Objectives | Define services the bot should proactively promote |
| Playground | Test the chatbot in a sandbox environment |
You can also train the bot directly from conversations: below each bot message there are buttons to Give feedback or Train bot (when there was no answer).
📖 Learn more: Chatbot conversations — Full guide on the Inbox, metrics, bot training, and FAQ management
Next steps
- Connect a channel → Expand beyond the website widget to WhatsApp, Instagram, or Gmail
- Load knowledge sources → Upload documents, URLs, or free text so the bot answers better
- Configure website FAQs → Add FAQs so the bot can answer more queries
- Review the Inbox → Monitor and manage all conversations in one place
- Customize branding → Keep your bot visually consistent with your brand
By default, the chatbot responds automatically using your knowledge base, website FAQs, event FAQs, and event information. If you enable Approval mode, every reply is held for human review before being sent. You only need to intervene otherwise if you enable lead capture and want to follow up on those contacts.
Yes, you can change the tone whenever you want. The change applies immediately to new conversations.
Yes, the chatbot detects the visitor's language and responds in Spanish or English automatically. That's why you can configure introduction messages for both languages.
For security, the chatbot only resends tickets to the original purchase email. If the user purchased with a different email than the one they're providing, the bot will indicate that no purchases were found with that email.
Currently, leads are saved in the chatbot conversations section and visible in the Inbox. From there you can export them or review them manually for follow-up.
Require contact to chat asks for contact info upfront — the visitor must provide their email or phone before the chat unlocks. Lead capture only asks for contact info when the bot can't answer a question. They can't be active at the same time. Use "Require contact" when you want guaranteed follow-up capability for every conversation; use "Lead capture" for a less intrusive approach.
Yes, you can disable the chatbot directly from General settings. When disabled, visitors won't see the chat bubble on your site. Connected channels are paused but remain connected.
Yes, the chatbot widget is optimized for both desktop and mobile devices. The Inbox and settings are also accessible from mobile browsers.
You have several ways to train the bot:
- Knowledge Base — Upload documents, URLs, or free text in Website → Chatbot → Knowledge Base
- Training Hub — From the Chatbot view, access the Training Hub to manage FAQs, knowledge, and objectives
- Website FAQs — Add general frequently asked questions in Website → FAQs
- Event FAQs — Add specific questions in each event
- Direct training — In the Chatbot conversations view, use the "Give feedback" or "Train bot" buttons below bot messages
The more knowledge sources and FAQs you add, the more queries the bot will resolve automatically.