Configuration

A complete guide to configuring and customizing your Cuoral platform for optimal customer engagement and support operations.

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Table of Contents

1. Appearance Configuration

2. Bot Training

3. Proactive Alerts

4. Activity Segments

5. Widget Setup

6. Ticketing Configuration

7. Integrations

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1. Appearance Configuration

Tab: Appearance Purpose: Customize how your support widget looks and behaves.

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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

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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+

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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+

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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

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2. Bot Training

Tab: Bot Training Purpose: Train your AI assistant.

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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

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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

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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

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2.4 Managing Training Data

• View: See all sources

• Edit: Update entries

• Delete: Remove entries

Statuses

• Active

• Processing

• Failed

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3. Proactive Alerts

Tab: Proactive Alerts Purpose: Detect issues and notify your team.

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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

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3.2 Notification Channels

• Email

• In-app

• Push

• Slack

Best Practices

• Use multiple channels for critical alerts

• Avoid over-notification

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3.3 Confidence Threshold

• Default: 70%

• Higher → fewer false positives

• Lower → more alerts

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3.4 Team Notification Settings

• Admin

• Agents

• Custom roles

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3.5 Quiet Hours

• Suppresses alerts during off-hours

• Queues notifications

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3.6 Testing Alerts

• Send test alerts

• Verify delivery and clarity

Plan: Basic+

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4. Activity Segments

Tab: Activity Segments Purpose: Categorize users by engagement.

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4.1 Segment Types

• Active

• Slightly Active

• Dormant

• Inactive

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4.2 Custom Thresholds

Adjust inactivity days.

Examples

• SaaS

• E-commerce

• B2B

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4.3 Reset to Defaults

Defaults:

• Active: 7 days

• Slightly Active: 30 days

• Dormant: 60 days

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4.4 Usage

• Filter users

• Track churn risk

• Analyze engagement

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4.5 Automation

• Re-engagement campaigns

• Support prioritization

• Product insights

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4.6 Best Practices

• Review weekly

• Build playbooks

• Track movement

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5. Widget Setup

Tab: Widget Setup Purpose: Install Cuoral widget.

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5.1 Web (HTML/JS)

Steps

1. Copy script

2. Add before </body>

3. Deploy

Optional Config

s.dataset.marginBottom = "20";
s.dataset.marginRight = "20";
s.dataset.email = "[email protected]";

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5.2 Flutter

dependencies:
  cuoral_flutter: ^0.0.3

CuoralLauncher(
  publicKey: 'your-public-key',
)

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5.3 React Native

npm install cuoral-react-native

<CuoralWidget publicKey="your-public-key" />

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5.4 Ionic

npm install cuoral-ionic

this.cuoral = new Cuoral({
  publicKey: 'your-public-key'
});

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General Notes

• Public key is safe for frontend

• Test before production

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6. Ticketing Configuration

Tab: Ticketing

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6.1 Customer Ticket Creation

• Enable or disable user-created tickets

Plan: Advanced+

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6.2 Auto-Assignment Rules

Steps

1. Enable auto-assignment

2. Add rules

3. Assign by tag

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6.3 Ticket Tags

Default:

• Billing

• Technical

• Sales

• Bug Report

Custom tags supported

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6.4 Example Rules

• Billing → Finance

• Technical → Engineering

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6.5 Team Roles

• Define assignment groups

• Assign users to roles

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6.6 Best Practices

• Start simple

• Maintain tag consistency

• Monitor workload

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Best Practices

• Review permissions

• Manage notifications

• Test integrations

• Audit regularly