If you're using the AI chatbot, you can make it more your own by customizing the text displayed in the chatbot. This text customization is slightly different, since you don't make these changes in Customize > Default text.
To customize the default text for your chatbot:
- Go to KB settings > AI chatbot.
- In the Customize branding and default text section, use the Chatbot text sections dropdown to select which type of text you'd like to customize.
- Enter the customized text you'd like to replace any of the default text.
- Be sure to Save your changes.
For more detailed instructions on each of the chatbot's sections of text, jump to one of the sections below:
- Button text
- Header text
- Introduction screen text
- Input area text
- Response message text
- Error messages text
- Rating and feedback text
- Authentication screen text
Only use plain text and emojis
Customized default text can only contain plain text and emojis. If you try to enter HTML tags, we'll strip them out on-save.
Change chatbot button text
To change the chatbot button text, refer to the instructions in Brand your AI chatbot.
Change chatbot header text
Select this chatbot window section to update the text or aria labels for icons in the header of the chatbot.
To update any of the text in the chatbot's header:
- Select Header from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Header chatbot window section:
| Default text | Description | Additional notes/description | Screenshot reference |
|---|---|---|---|
| AI chatbot | Main title shown at the top of the chatbot window | This label displays at all times when the chatbot is open. | 1 |
| Clear current chat | Aria-label and title for the refresh/clear chat button | Text displays when someone hovers over the refresh chat icon. This icon only displays once a reader has submitted a question to the chatbot. | 2 |
| Close Chatbot | Aria-label for the close chatbot button | Text never displays but aria-label will announce to screen readers. The close icon displays at all times when the chatbot is open. | 3 |
Sample chatbot headerChange chatbot introduction screen text
Select this chatbot window section to update the text displayed when someone first opens the chatbot.
To update any of the text in the chatbot's introduction screen:
- Select Introduction screen from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Introduction screen chatbot window section:
| Default text | Description | Additional notes/description | Screenshot reference |
|---|---|---|---|
| How can I help? | Main heading displayed when chatbot is first opened | The stars icon above the header is added automatically and can't be customized or removed. | 1 |
| I'm an AI chatbot that can search through the knowledge base and find the answers you need. Type your questions below! | Description text shown on the introduction screen | This text displays under the main heading. We recommend providing some guidance on how to use the AI chatbot here. | 2 |
| Always verify critical information. AI can make mistakes. | AI disclaimer/warning shown at bottom of intro screen | This text displays in a smaller text and a grey font. The warning icon is added automatically and can't be customized or removed. | 3 |
Sample chatbot intro screenChange chatbot input area text
Select this chatbot window section to update the text or aria labels for the chatbot question input area.
To update any of the text in the chatbot's input area:
- Select Input area from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Input area chatbot window section:
| Default text | Description | Additional notes/description | Screenshot reference |
|---|---|---|---|
| Ask a question... | Placeholder text in the question input field | 1 | |
| Submit question | Aria-label for the submit question button | Text never displays but aria-label will announce to screen readers. | 2 |
| Longer questions may be harder to answer. | Warning shown when user types a long question | This text only displays once a reader enters a question longer than 300 characters. | 3 |
Sample chatbot input area when empty
Sample chatbot input area when long question enteredChange chatbot response message text
Select this chatbot window section to update the text or aria labels for icons when the chatbot has generated a response message.
To update any of the text in the chatbot's response message:
- Select Response message from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Response message chatbot window section:
| Default text | Description | Additional notes/description | Screenshot reference |
|---|---|---|---|
| Copy AI response | Aria-label and title for the copy response button | Text displays when someone hovers over the response copy icon. The copy response icon appears in the upper right of the response message. | 1 |
| Response copied! | Message shown after successfully copying a response | This text appears briefly once you copy the AI response, in a small grey bubble. | 2 |
| Sources | Label for the sources section in AI responses | The Sources section displays at the bottom of the response window, identifying the sources the chatbot created its answer from. | 3 |
Sample Copy AI response text
Sample response copied text
Sample Sources headerChange chatbot error messages text
Select this chatbot window section to update the text for error messages displayed in the chatbot.
These error messages are displayed in response to a reader's question. They're displayed surrounded by a thin grey border where the response would normally appear, like this:
Sample chatbot error messageTo update any of the text in the chatbot's error messages:
- Select Error messages from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Error messages chatbot window section:
| Default text | Description | Additional notes/description |
|---|---|---|
| Something went wrong. Please try again or refresh the page. | General error message for unexpected issues | |
| Sorry, I couldn't find content that matches your question. Try rephrasing it or focusing on topics related to this knowledge base. | Message shown when AI cannot find relevant content | This is the error message your readers are most likely to run into, since it appears any time they search for something the chatbot can't answer. |
| Something went wrong. Chatbot responses may be temporarily unavailable. | Message shown when chatbot service is temporarily down. | This message also displays if the chatbot's been turned on but no semantic search index exists. |
| Something went wrong. You may need to refresh the page. | Message suggesting user refresh the page |
Change chatbot rating and feedback text
Select this chatbot window section to update the text or aria labels for the chatbot's feedback section.
To update any of the text in the chatbot's feedback section:
- Select Rating & feedback from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Rating & feedback chatbot window section:
| Default text | Description | Additional notes/description | Screenshot reference |
|---|---|---|---|
| How did I do? | Question asking user to rate the response | This label displays at all times when the chatbot is open. | 1 |
| Good response | Aria-label and title for the thumbs up button | Text displays when someone hovers over the thumbs up icon. | 2 |
| Bad response | Aria-label and title for the thumbs down button | Text displays when someone hovers over the thumbs down icon. | 3 |
| Thanks for the feedback! | Message shown after user provides rating | This text is only shown once a reader selects the good or bad response thumb icon. | 4 |
Sample feedback text
Sample Good response text on-hover
Sample Bad response text on-hover
Sample thank you messageChange chatbot authentication screen text
Select this chatbot window section to update the text shown on the authentication screen of the of the chatbot. This text only applies if you've set up authentication for the chatbot to embed it in an external website. Refer to Embed AI chatbot on an external website or app, Chatbot JWT authentication, and Chatbot OAuth 2.0 authentication for more information.
To update any of the text in the chatbot's authentication screen:
- Select Authentication screen from the Chatbot window sections dropdown.
- Edit the text strings that matter to you by adding your preferred text in the corresponding Your text box.
- Be sure to Save your changes.
Here are the text strings available within the Authentication screen chatbot window section:
| Default text | Description | Additional notes/description |
|---|---|---|
| AI chatbot | Title shown while waiting for authentication | We recommend setting this to the same title set in the Header section. |
| Waiting for authentication... | Message shown while waiting for authentication | This message displays while the authentication processes. It's replaced with the full chatbot contents. |