General Settings

The Settings page provides you additional configuration options for your institution account. You can access your Settings by clicking on the gear icon towards the bottom the global navigation bar.

This article covers General Settings. For other pages, see User Settings and User Groups, SMS/Text Messaging Settings, Web-chat Settings, Email Forwarding & Escalations, Platform Integrations & API, and Test the Bot.

Organization 

In this section, you can edit the official organization name and abbreviation of your organization used by your bot. You can also edit your organization's display name in the Mainstay platform. 

Your Bot 

Here you can provide the name and persona of your bot. Keep in mind, contacts who engage with your bot may hear it referred to by its name. The persona of your bot will not affect its behavior but we recommend that it is related to your organization's mascot in some way. 

Email

You will see the trusted domains listed for your chatbot. These are important as these domains decide which emails can respond to escalated messages. Ensuring that this is up-to-date according to who is responding to escalated messages will allow your staff to effectively communicate with students. See Email Escalations for more information.

Channel Filters

This section shows which communication channels are enabled for your account.

Bot AI

This allows you to disable the artificial intelligence / Knowledge Base tool. If this is deactivated, then the bot will not respond to incoming questions. See Live Chat for more information.

There are two toggles that you can use.

Disable AI for Live Chat Mode: This allows you to completely turn off the AI; meaning the bot will not match to any understanding. 

Disable AI Responses but match understandings: This allows you to turn off the AI responses but still match to understandings in the background; This means that the bot can still do Email Escalations.

Authentication

Use this section to allow unknown contacts (such as web-chat users) to validate their identify against known contacts (such as SMS contact records uploaded by your institution). See Contact Authentication for more information.

Date Format

By default, date-type Organization Attributes and Contact Fields will display in the platform (and be evaluated in messages) as Mon D, YYYY, for example, Feb 1, 2001. This section allows you to change this display format.

Time Zone

Set a timezone for your organization. This is used for automatically refreshing Audiences at local midnight, evaluating date-based Audience rules, determining the timezone of acceptable Campaign send times, and more.

Notes

Some of the options in the tabs of the Settings page cannot be modified, and these are marked with a lock image.

If you have any questions about these options or settings, please contact your Partner Success Manager for more information.