> For the complete documentation index, see [llms.txt](https://docs.cuoral.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cuoral.com/guide/configuration.md). # Configuration A complete guide to configuring and customizing your Cuoral platform for optimal customer engagement and support operations. *** ### **Table of Contents** 1. Appearance Configuration 2. Bot Training 3. Proactive Alerts 4. Activity Segments 5. Widget Setup 6. Ticketing Configuration 7. Integrations *** ## **1. Appearance Configuration** **Tab:** Appearance\ **Purpose:** Customize how your support widget looks and behaves. *** ### **1.1 Widget Appearance** Customize the visual design and branding of your widget. #### **Configuration Options** * **Widget Color Theme** — Match your brand identity * **Widget Position** — Left or right side * **Welcome Image** — Collage, Modern, Classic * **Support Name** — e.g., “Support Team” * **Button Label** — e.g., “Chat Now” * **Online Status Message** — Custom availability text * **Widget Sound** — Toggle notifications * **White Label (Premium)** — Remove Cuoral branding #### **Steps** 1. Go to **Configuration → Appearance** 2. Open **Widget Appearance** 3. Update settings 4. Click **Save Changes** #### **Best Practices** * Use brand-consistent colors * Keep labels short and action-oriented * Test responsiveness across devices *** ### **1.2 Support Hours** Define when your team is available. #### **Configuration Options** * Timezone * Daily schedules * Multiple time slots * Days off #### **Steps** 1. Go to **Appearance → Support Hours** 2. Select timezone 3. Add time slots per day 4. Save schedule #### **Behavior** * Shows offline message outside hours * Sets response expectations * Drives automation behavior #### **Best Practices** * Be realistic about coverage * Add buffer time * Update for holidays **Plan:** Basic+ *** ### **1.3 Message Reminders** Automated reminders for unanswered messages. #### **Configuration Options** * Reminder intervals * Notification channels (email, in-app, Slack) #### **Steps** 1. Go to **Appearance → Message Reminders** 2. Add intervals (e.g., 10, 30, 60 mins) 3. Save #### **Behavior** * Sends reminders if no response * Stops after reply #### **Best Practices** * Start with 5–10 min interval * Add 1–2 escalation reminders * Avoid over-notifying **Plan:** Standard+ *** ### **1.4 Intelligence Features** AI-powered automation tools. #### **Options** * Customer Intelligence * AI Agent #### **Steps** 1. Go to **Widget Appearance** 2. Enable toggles 3. Save #### **Behavior** * Insights from user behavior * Automated responses #### **Best Practices** * Train AI before enabling * Monitor early responses * Use insights for retention **Plan:** * Customer Intelligence → Standard+ * AI Agent → Premium *** ## **2. Bot Training** **Tab:** Bot Training\ **Purpose:** Train your AI assistant. *** ### **Training Methods** #### **2.1 File Upload** Supported formats: * TXT, PDF, Markdown, Word **Steps** 1. Add Training Data → File Upload 2. Upload file 3. Wait for processing **Best Practices** * Use structured docs * Break into smaller files * Keep updated *** #### **2.2 Website URL Training** **Steps** 1. Add Training Data → Website URL 2. Enter base URL 3. Set refresh frequency 4. Save **Behavior** * Crawls site and subpages * Extracts training data **Best Practices** * Use documentation URLs * Ensure public access * Prefer focused sections *** #### **2.3 Q\&A Pairs** **Steps** 1. Add Training Data → Q\&A Pair 2. Enter question + answer 3. Save **Best Practices** * Add common questions * Use conversational tone * Include variations *** #### **2.4 Managing Training Data** * **View**: See all sources * **Edit**: Update entries * **Delete**: Remove entries **Statuses** * Active * Processing * Failed *** ## **3. Proactive Alerts** **Tab:** Proactive Alerts\ **Purpose:** Detect issues and notify your team. *** ### **3.1 Alert Triggers** Available triggers: * Technical Assistance * API Failure * Re-engagement * Billing Abandonment * Slow/Failing Actions * Upsell * Onboarding * Feature Discovery #### **Steps** 1. Enable triggers 2. Save #### **Best Practices** * Start with 2–3 triggers * Monitor alert volume * Create response playbooks *** ### **3.2 Notification Channels** * Email * In-app * Push * Slack #### **Best Practices** * Use multiple channels for critical alerts * Avoid over-notification *** ### **3.3 Confidence Threshold** * Default: 70% * Higher → fewer false positives * Lower → more alerts *** ### **3.4 Team Notification Settings** * Admin * Agents * Custom roles *** ### **3.5 Quiet Hours** * Suppresses alerts during off-hours * Queues notifications *** ### **3.6 Testing Alerts** * Send test alerts * Verify delivery and clarity **Plan:** Basic+ *** ## **4. Activity Segments** **Tab:** Activity Segments\ **Purpose:** Categorize users by engagement. *** ### **4.1 Segment Types** * Active * Slightly Active * Dormant * Inactive *** ### **4.2 Custom Thresholds** Adjust inactivity days. #### **Examples** * SaaS * E-commerce * B2B *** ### **4.3 Reset to Defaults** Defaults: * Active: 7 days * Slightly Active: 30 days * Dormant: 60 days *** ### **4.4 Usage** * Filter users * Track churn risk * Analyze engagement *** ### **4.5 Automation** * Re-engagement campaigns * Support prioritization * Product insights *** ### **4.6 Best Practices** * Review weekly * Build playbooks * Track movement *** ## **5. Widget Setup** **Tab:** Widget Setup\ **Purpose:** Install Cuoral widget. *** ### **5.1 Web (HTML/JS)** **Steps** 1. Copy script 2. Add before `` 3. Deploy #### **Optional Config** ``` s.dataset.marginBottom = "20"; s.dataset.marginRight = "20"; s.dataset.email = "user@example.com"; ``` *** ### **5.2 Flutter** ``` dependencies: cuoral_flutter: ^0.0.3 ``` ``` CuoralLauncher( publicKey: 'your-public-key', ) ``` *** ### **5.3 React Native** ``` npm install cuoral-react-native ``` ``` ``` *** ### **5.4 Ionic** ``` npm install cuoral-ionic ``` ``` this.cuoral = new Cuoral({ publicKey: 'your-public-key' }); ``` *** ### **General Notes** * Public key is safe for frontend * Test before production *** ## **6. Ticketing Configuration** **Tab:** Ticketing *** ### **6.1 Customer Ticket Creation** * Enable or disable user-created tickets **Plan:** Advanced+ *** ### **6.2 Auto-Assignment Rules** #### **Steps** 1. Enable auto-assignment 2. Add rules 3. Assign by tag *** ### **6.3 Ticket Tags** Default: * Billing * Technical * Sales * Bug Report Custom tags supported *** ### **6.4 Example Rules** * Billing → Finance * Technical → Engineering *** ### **6.5 Team Roles** * Define assignment groups * Assign users to roles *** ### **6.6 Best Practices** * Start simple * Maintain tag consistency * Monitor workload *** ### **Best Practices** * Review permissions * Manage notifications * Test integrations * Audit regularly