Bot Configuration

All bot settings are found in Settings > Bot. From here you can enable or disable the bot and customize its responses.

Global toggle

The main toggle enables or disables the bot for the entire organization. When disabled, the bot does not respond to any messages in any conversation.

The toggle shows one of three states:

Messages exhausted

When the monthly plan's AI messages run out and there are no additional packs:

• The toggle is automatically disabled and shows an "exhausted" state
• It cannot be re-enabled until messages renew (next cycle) or a credit pack is purchased
• A tooltip explains the situation when hovering over the toggle

Organization context

This is the most important field for bot response quality. Here you can write information about your agency that the bot will use to answer frequently asked questions and provide context to its responses.

What to include

We recommend including the following information:

• Business hours: Days and hours of operation
• Location: Where your offices are located
• Services: What services your agency offers (sales, rentals, property management, etc.)
• Processes: How the purchase/rental process works at your agency
• Documents: What documents a client needs to buy or rent
• Financing: Whether you offer financing options or work with specific banks
• Policies: Agency policies (deposits, commissions, cancellations, etc.)
• FAQ: Any information your clients frequently ask about

Example context

We are Inmobiliaria Costa Verde, specializing in properties
in the Central Pacific zone of Costa Rica.

Hours: Monday to Friday 8:00 AM - 5:00 PM, Saturdays 9:00 AM - 12:00 PM.
Office: Plaza La Paz, Jaco, Puntarenas.

To buy, the client needs: ID or passport, proof of income,
and bank pre-approval if financing is required.

We work with Banco Nacional and BAC for mortgage loans.
Minimum down payment of 20% of the property value.

Our commissions are 5% of the sale price,
paid by the seller.

Limit: 2,000 characters.

Custom instructions

Available on Pro and Enterprise plans.

Custom instructions let you define the bot's tone, style, and behavior. This is different from the organization context: while the context is information, instructions are behavioral guidelines.

Example instructions

- Always address the client informally (use "you" casually)
- When showing properties, highlight location first, then price
- If the client asks about properties over $500,000, mention
  that we offer personalized advisory with private appointments
- At the end of each response, suggest scheduling a visit if
  the client shows interest
- Use a casual but professional tone, like a friend who knows
  a lot about real estate

Limit: 4,000 characters.

If your plan doesn't include custom instructions, the field will be disabled with a tooltip indicating you need a higher plan.

Saving changes

After modifying any setting, click the Save button to apply changes. Changes take effect immediately for new bot responses.

Per-conversation control

In addition to the global toggle, each conversation has its own bot control. This allows you to disable the bot for a specific client without affecting other conversations.

Enabling or disabling per conversation

Per-conversation control behavior

• Global bot active + conversation active: The bot responds in that conversation
• Global bot active + conversation disabled: The bot does NOT respond in that conversation
• Global bot disabled: The bot does NOT respond in any conversation, regardless of individual state
• After escalation: The bot is automatically disabled for that conversation. An agent can manually re-enable it

AI usage limits

Bot usage depends on your Trochai plan. Each bot response consumes one AI message:

When messages are exhausted, you can:

• Wait for the next cycle: Messages renew automatically each month
• Buy a pack: Additional credit packs available in the billing section

See Billing for details on each plan.

Settings summary

Next steps

• How it works -- Understand the complete pipeline
• Knowledge base -- How to complete properties for better results
• Escalation -- What happens when the bot transfers to a human
• Credit packs -- Buy additional messages