Chatbot
Customize the virtual assistant that appears on your website. Configure its name, appearance, personality, and what it can do for your visitors.
Accessing the configuration
From the Fanz dashboard, go to Website → Chatbot.
Customizable fields
Chatbot name
The name displayed to visitors when they interact with the bot.
| 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.
| 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 |
|---|---|---|
| Friendly & Upbeat | Festivals, nightlife, community events | Approachable, enthusiastic, uses emojis |
| Professional & Clear | Conferences, corporate events, venues | Formal, concise, no emojis |
| Direct / Short Answers | 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 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 Answers
- If you handle many support inquiries (refunds, issues), choose Warm & Reassuring
- If you sell VIP or premium experiences, choose VIP / Concierge
Introduction 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.
Chatbot capabilities
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 Customer service → Chatbot conversations marked as "Lead 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. This gives you a guaranteed way to follow up if the bot provides an incorrect answer or can't resolve a query.
| 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 Customer service → Chatbot conversations
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)
Why is it useful?
- Reduces repetitive support inquiries
- Users solve their problem in seconds, without waiting
- Works 24/7 without human intervention
Where to see and train conversations
Chatbot conversations are managed in a different menu: Customer service → Chatbot conversations.
Note: The Website → Chatbot menu is only for customizing the bot. To view, manage, and train conversations, go to Customer service → Chatbot conversations.
There you can:
- View the complete history of each conversation
- Train the bot directly — Below each message there's a button to improve the response
- Filter by captured leads
- Review queries the bot couldn't resolve
- Identify frequent questions to add to FAQs
- Manage all training FAQs — Click "Manage Training FAQs" in the header to view, edit, create, and delete every question-answer pair in the chatbot's knowledge base
📖 Learn more: Chatbot conversations — Full guide on training your chatbot, managing conversations, and using the training FAQ manager
Next steps
- Configure website FAQs → Add FAQs so the bot can answer more queries
- Review chatbot conversations → Train the bot and manage leads
- Customize branding →
The chatbot responds automatically using website FAQs, event FAQs, and event information. You only need to intervene 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. 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 this menu. When disabled, visitors won't see the chat bubble on your site.
Yes, the chatbot is optimized to work on both desktop and mobile devices.
You have three ways to train the bot:
- Website FAQs — Add general frequently asked questions in Website → FAQs
- Event FAQs — Add specific questions in each event
- Direct training — In Customer service → Chatbot conversations, you can view each complete conversation. Below each bot message there's a button to "improve response" where you can add specific Q&A so the bot knows how to handle that situation next time.
The more questions and answers you add, the more queries it will resolve automatically.
Yes, it works for all valid purchases regardless of age, as long as they haven't been refunded or canceled.
Currently you can customize the name and avatar. The chatbot's general design (colors, position) automatically adapts to your site's branding.