Chatbot Chk

Activate it Required

Under License, activate it for free with your email and the code we send you, or enter your license key. The AI then comes from Digital Checkmark. If you prefer your own AI key, choose it under Settings > Where the AI comes from; it works on any plan and has no monthly limit from us. See License and Settings.

Give it your content Required

Under Context, press Read and optimize my site. It reads every published page and post, cleans duplicates and keeps everything in sync. Add texts, web pages and documents (PDF, Word, TXT, Markdown or CSV) the bot can answer from. See Context.

Brand the chat Recommended

Under Branding, set the name, colors, avatar, welcome text, teaser, the pages where the chat shows and your proactive messages. Under Languages, write or translate with AI the texts visitors see in each language of your site. See Branding, Proactive messages and Languages.

Protect it with Cloudflare Turnstile Recommended

Under Settings, add a Turnstile site key and secret. The check runs once per conversation before the first message reaches the AI, and most visitors never see anything. See Settings.

Set up your team Optional

Under Agents, add support agents. They land on Support when they log in and have no other admin rights. Free and Starter include 1 support agent; Pro and Agency, unlimited. Set your business hours under Settings > Availability and follow-up. With Pro, turn on Live in Support > Live on the site to see visitors and choose when you get an alert for a new chat. See Agents, Support and Live on the site.

Install the app (optional, Pro)

Under Mobile app, install the Support Inbox on a phone or computer and turn on push notifications. See Mobile app.

Connect other tools Optional

Under Integrations, connect Telegram on any plan to get the alerts and answer from your phone. Choose what happens to the addresses left in the chat in Leads Chk and, with Pro, connect Slack, Microsoft Teams and HubSpot, or add webhooks. See Integrations and Telegram.

The queue

The tabs split the chats that went to a person. The number in brackets is how many each one holds.

• “Assigned to you”: the open chats you took, help in or were invited to. Support opens here when you have any.
• “Pending”: a visitor asked for a person and nobody took the chat yet. Otherwise Support opens here.
• “In progress”: someone on the team took it.
• “Resolved”: chats marked as resolved, with the visitor’s stars when they rated the help.
• “All escalated”: every chat that ever went to a person. An agent allowed to see everything gets “All conversations” here instead, with the chats that only talked to the bot too.
• “Live on the site”: who is on your site right now (Pro). See Live on the site.

Each row shows the visitor’s name and email when they left them, how they asked for a person, who has the chat (“In the queue” when nobody), the language, the last message (V visitor, B bot), the time and the status. Administrators also see the IP. A chat marked “Offline: reply by email” was opened while nobody was available: your reply also goes to the visitor’s email. A number you cannot click belongs to another agent.

If a visitor with the team waits without an answer, the assigned agent gets a push notification and an email; a chat nobody took, or a wait three times as long, alerts the whole team. It is checked every 5 minutes, during business hours. Set the minutes in Settings > Availability and follow-up under “Wait alert (minutes)”.

Available or Away

The bar at the top says “You are Available” or “You are Away” and how many agents are available now. Press “Set me Away” when you step out and “Set me Available” when you are back. What Away changes depends on “Agent presence” in Settings > Availability and follow-up: only the business hours count, or Away counts too, or a person also needs a Chatbot Chk screen open in the last 10 minutes. When nobody counts as available, the bar says so and visitors leave their email instead of waiting.

A conversation

Click a chat’s number to open it. Opening a chat does not take it. The visitor writes on the left; the bot and your team write on the right, people with a “Human” label. Gray lines in the middle are events: who joined, transferred or resolved it, a rating, an email sent. On the right, the cards show the visitor (name, email, language, the page they wrote from, a reference) and the conversation (status, agent, channel, times and messages).

Claim it

Press “Claim” at the top. The chat is assigned to you, the rest of the team sees you have it, and the visitor sees that you joined. If two people press it at once, only one gets it. Replying to a chat nobody took also claims it.

Reply

Write in the box and press “Send reply”, or Ctrl + Enter. The visitor sees your message in the chat. The note above the box tells you when your reply does something more:

• On a resolved chat, sending a reply opens it again and the bot stops answering that visitor.
• On a chat that is still with the bot (when agents may reply to any conversation), your reply takes it over: the bot stops answering.
• On a chat assigned to someone else, your reply still reaches the visitor.

Saved replies and files

Press “Saved replies”, or type / at the start of the box, to insert an answer your team saved. See Saved replies.

To send a file, press “Attach”, paste a screenshot into the box or drag files onto it. Up to 5 files per reply: images, PDF, text, CSV, Word, Excel and PowerPoint. A reply can be files only. Turn this on or off and set the size limit in Settings > Human escalation under “Files in support chats”. Every plan.

Let the AI help (Pro)

With Pro, buttons around the reply box use the AI on your draft. Each change shows “Undo” for a moment, so you can get your text back.

• “Suggest replies”: three possible answers written from the conversation and your site’s content. Press “Use this reply” to put one in the box, edit it and send it. “Suggest other replies” asks for three more.
• “Fix grammar”: corrects grammar, spelling and punctuation, in the same language.
• “Translate EN ⇄ ES”: translates your draft from Spanish to English or from English to Spanish, and corrects it.
• “Polish”: rewrites your draft “Shorter”, “Longer”, “More professional” or “Warmer and friendlier”. Or type your own instruction in the box at the top of the list and press Enter.
• “Translate”: under each visitor message, shows it in your language. “Show original” goes back.

The AI never sends anything on its own: you always press “Send reply”.

Ask a colleague for help

The “Team” card on the right shows who has the chat and who is helping.

1. Pick a person in “Another agent”.
2. Press “Ask for help”. They get a push notification and an email.
3. They open the chat and press “Join conversation” (or “Decline”). The visitor sees them join, and both of you can reply. You keep the chat.

A helper leaves with “Leave conversation”. If you have the chat and a helper is in it, you can leave too: the chat goes to them (with several, choose who in “Hand over to”).

Transfer it or return it to the queue

• Transfer: pick a person in “Another agent” and press “Transfer”. The chat is theirs, they get a push notification and an email, and the visitor sees who takes over.
• Back to the queue: press “Return to queue”. Nobody has the chat, every agent gets a notification and the visitor is told the next available person will reply.

Only the person who has the chat or an administrator can do this, unless the agents are allowed to manage any conversation (see below). Free and Starter include one support agent besides the administrators (see Plans), so the list of people is short there.

Mark it as resolved

Press “Mark as resolved” and confirm. The bot answers that visitor again. If the satisfaction survey is on (Settings > Human escalation), the visitor is asked to rate the help from 1 to 5 stars, and the rating shows in the chat, in the list and on Agents.

Email follow-up

The “Email follow-up” card appears when the visitor left an email. Replies the visitor does not see in the chat (they closed the page, for example) are emailed to them after 2 minutes. “Email the transcript to the visitor” sends them the whole conversation now. Both emails are in the visitor’s language and carry a link to reopen the chat on any device. Turn them on or off in Settings > Availability and follow-up under “Email follow-up”; the transcript can also go out on its own when a chat is resolved.

With Pro, the “Notifications” card turns on push notifications on the device you are using: press “Turn on notifications”, then “Send a test notification”.

What agents can see

Overview

At the top, “Overview” sums up a period: “Last 7 days”, “Last 30 days” (the default), “Last 90 days” or “All time”.

• “Conversations”: how many chats, and how many messages each visitor wrote on average.
• “Handled by the bot”: chats that never asked for a person.
• “Asked for a person”: chats that went to your team.
• “Resolved by the team”: chats your team resolved, and how many went back to the bot unresolved.
• “Still open”: chats waiting in the queue or in progress.
• “Satisfaction”: the average rating, from 1 to 5, and how many ratings.
• “Leads”: emails collected.

A colored bar shows the same split, and “Resolved by” counts the chats each person resolved. Below it, a row shows the share of chats the AI answered alone in the last 30 days, on every plan.

Find a conversation

1. Type in “Search text, email, page or #id”: words the visitor or the bot wrote, the visitor’s email or name, part of a page address, or a chat number such as #42.
2. Choose a status: “Handled by the bot”, “With the team (open)”, “Offline: waiting for an email reply” or “Resolved”.
3. Choose a person in “Any agent” to see only the chats assigned to them.
4. Press “Filter”. “Clear filters” shows everything again.

The table shows 20 chats per page: the number, the session, the IP, the language, the page, the status (“With the bot”, “With a person” or “Resolved”, with the stars when rated), who has it, the messages, the last message and its time.

Open one

Click the chat’s number. You see the same view as in Support, without the reply box, plus what each bot answer cost: the AI model, the tokens in and out and the time it took, and the totals in the “Conversation” card. A chat that went to a person has “Open in Support” at the top, to reply from there.

Export the list

“Export CSV” downloads the list with the filters you applied (up to 5,000 chats): number, start, last activity, language, page, status, assigned person, messages, the visitor’s email and name, and the rating. It holds the list, not the messages.

Delete conversations

• One chat: open it, press “Delete” and confirm. Its messages and files go with it.
• The old ones: “Purge old now” deletes the chats older than your retention period right away.
• All of them: “Delete all conversations” deletes every chat and message.

Retention

The “Retention:” line says after how many days without activity a chat is deleted on its own, once a day. Change it in Settings > Logs under “Log retention (days)”, or in the setup assistant (“Keep conversations for”, in the step about protection and limits). Keep it as short as your work allows: see Privacy.

Ask the AI (Pro)

On Conversations and Support, a round button at the bottom right opens “Ask the AI”. Ask about your recent chats in your own words (“What are the biggest user concerns right now?”, “Which pages drive the most conversations?”) and it answers from the same figures. Agents can use it too.

Add a saved reply

1. Under “New saved reply”, write a “Title” (up to 80 characters). It is what you search for.
2. Optionally, write a “Shortcut”: lowercase letters, numbers, - or _, up to 20 characters. With hi, typing /hi in a reply finds it.
3. Choose the “Language”: “Any language”, “English” or “Spanish”.
4. Write the “Text” (up to 3,000 characters). These placeholders are filled in when you insert it: {visitor} (the visitor’s name), {agent} (your first name) and {site} (the site’s name).
5. Press “Add saved reply”.

If the visitor left no name, {visitor} is simply left out, so Hi {visitor}, becomes Hi,.

Use it in a conversation

In a conversation in Support, either:

• press “Saved replies” next to the reply box, search and click one, or
• type / at the start of the box, followed by the shortcut or a word of the title or text (/hi, /bye).

Move with the arrow keys, press Enter to insert and Esc to close. With /, the reply replaces what you typed; with the button, it goes where your cursor is. Edit it if you like, then press “Send reply”. “Manage saved replies”, at the foot of the list, opens this screen.

Edit or delete one

Press “Edit” on its card, change it and press “Save changes” (“Cancel” leaves it as it was). “Delete” removes it for the whole team, after you confirm.

Replies per language

A reply set to the visitor’s language comes first in the list, then the ones for “Any language”, then the rest. You can mark a reply as English or Spanish only; for visitors in other languages, write the reply in their language and leave “Any language”.

Turn it on

Live is off until an administrator turns it on.

1. Open Chatbot Chk > Support and the “Live on the site” tab.
2. Under “Settings”, tick “Show who is on the site”.
3. Press Save Changes.

While it is on, each open page of your site tells your site it is still there every 2 minutes (every 30 seconds while someone has this list open). Those requests skip the page cache: on a small hosting plan with a lot of traffic, leave it off. The chat and the alert below work the same either way.

See who is on the site

At the top: how many visitors are “on the site”, “talking to the bot” and “with a person”, and the share of chats the AI answered alone in the last 30 days. The list updates itself every 10 seconds.

• “Page”: the page they are on, with its address.
• “Came from”: the outside site that sent them, or “Direct or unknown”.
• “Where”: the country (only when your site is behind Cloudflare), the device and the language.
• “On the site”: how long they have been on the site.
• “Chat”: “Browsing”, “Talking to the bot”, “With a person” or “Chat ended”. If you can reply to that conversation in Support, you also see the last thing the visitor wrote.

“Open chat” opens their conversation in Support. A visitor shows while their tab is open and visible, and leaves the list about a minute and a half after closing it. Your own team never appears.

Write to a visitor first

1. Press “Write to them” on the visitor’s row. It shows while they browse, talk to the bot or after their chat ended.
2. Write your message (for example “Hi! Can I help you with anything?”) and press “Send”.
3. “Sent. The chat opens on their screen.” The chat opens on the visitor’s page with your message, assigned to you, and the bot stops answering. Press “Open chat” to continue in Support.

Administrators can always write first. Agents can when “Agents can reply to any conversation, including chats still with the bot” is on under Chatbot Chk > Agents. If the visitor already left, you see “That visitor has left the site.”; if someone else has the chat, “Another agent is already handling this chat.”.

Get an alert when a visitor starts talking to the bot

Under “Settings”, “When a visitor starts talking to the bot” decides who hears about a new chat while the bot is still answering:

• “Do not alert”.
• “Push notification to the team’s phones and browsers”: the default.
• “Push notification and email”: also an email to every administrator and agent.

Each alert carries the visitor’s first question and the page, with a link to the conversation. There is one per new chat and up to 20 an hour for the whole site. The bot keeps answering: you step in only if you want, by replying in Support. A chat that already went to a person does not alert.

• “Only on these pages”: one piece of the address per line, for example /pricing. Empty: every page.
• “Business hours”: alert only during your business hours (Settings > Availability and follow-up). On by default.

Press Save Changes. The alert works even with “Show who is on the site” off. Push notifications only reach the devices where they are on: install the app from Chatbot Chk > Mobile app, or press “Turn on notifications” in a conversation.

Privacy

Live stores no IP address and no name. It keeps the page, the outside site the visitor came from (without its search terms), the country when your site is behind Cloudflare, the device and the language. The browser keeps a random id for 30 minutes, so the pages of one visit count as one visitor. The rows are deleted minutes after the visitor leaves. Mention Live in your privacy policy: see Privacy.

Read and optimize my site

The first card, “Teach the bot your site”, does the whole job with one button. Press “Read and optimize my site” and watch a single progress bar:

1. It sets the recommended values: “Use site content” and “Blog posts” on, “Max pages” at 500, “Context mode” on Retrieval and “Keep in sync” on. Your exclusion words and categories stay as they are.
2. It reads every published page and blog post.
3. It removes duplicates and boilerplate (copyright lines, Skip to content and the like) and applies that cleanup.
4. With Pro, the AI reviews the content and leaves suggestions. It changes nothing: open “See the AI suggestions” and edit or delete those items yourself if you agree.

“Stop” ends it at any point and keeps what was read. The line above the button says how many pages and posts the bot knows, how many items you added, how many documents there are and when the last full check ran. If it says “Learning from the site is off.”, the bot is not using your pages: press the button to turn it on.

With the chat on another site, this card is replaced by one with that site’s name and a Read button that reads up to 100 of its pages. See The chat on another site.

What it reads

• Published pages and, when “Blog posts” is on, published blog posts, in every language of the site.
• Up to “Max pages” of them (500 at most), the most recently edited first.
• Each page up to “Max chars / page” characters (6,000 by default). The rest of a longer page is cut.
• Only pages and posts. Other kinds of content (products or events from other plugins, for example) are not read: add them as web pages or documents.

It never reads drafts, private or password-protected pages, pages whose address or title contains one of your exclusion words, or posts in a category you left out. The bot uses the passages in the visitor’s language first and adds another language when that one does not have the answer.

Keeping it in sync

With “Keep in sync” on, a page or post that is published, edited, unpublished or deleted reaches the bot about a minute later, and every night a full check reads everything again and removes what is no longer there. Changing any content option (pages, posts, categories, exclusion words, limits) starts a full check in the background right away. Web pages you added are read again in the background, up to 10 an hour, the oldest first; Square booking pages once a day.

Documents

The “Documents” card takes PDF (with selectable text), Word (DOCX), TXT, Markdown and CSV files: manuals, price lists, policies, FAQs. The text is read on your site and kept there; the file itself is not stored. Each CSV row becomes one line (“Column: value”), so a price list is searched row by row.

To add documents:

1. Drag the files onto “Drop files here or choose them”, or click it to pick them. You can send several at once.
2. Press “Upload documents”. Or press “Choose from the Media Library” to use files you already uploaded to WordPress.
3. Read the result line of each file. “Added. The bot can use it now.” means it is ready.

The table lists each document with its pages, characters and date. “View text” opens the text the bot uses: correct it and press “Save text” (the document gets an “edited” tag). “Replace” swaps in a new version of the file. “Turn off” stops the bot from using it without deleting it; “Turn on” brings it back. “Delete” removes its text; you would need to upload the file again. Above the table, a counter shows the documents and the characters used against the total.

“Limits” opens the three limits. Change them and press “Save limits”.

A CSV is read up to 20,000 rows; split a bigger one. Common problems and what to do:

• A scanned PDF (an image) has no text to read: upload a PDF with selectable text, or a DOCX.
• A PDF with a password: save a copy without the password.
• Old DOC files: save them as DOCX or PDF. Excel files (XLS, XLSX): save the sheet as CSV.
• “This file is already in the list.”: that same file was uploaded before.
• A document that would pass the total: delete one or raise “Characters for all documents”.

Documents are for what customers ask about, not for databases or archives: the bot finds passages by their words, it does not add up or filter records. Very large totals make each search slower on small hosting plans.

Advanced options

Turn on the “Advanced options” switch on the first card to see the fine settings, the manual sync, the items you add and the optimizer. The switch is your own view: other administrators keep theirs. Under “Site content (opt-in)”, change what you need and press Save Changes.

Below the form, “Sync published pages now” has the “Sync site pages now” button: it reads your pages with a progress bar, counters (inserted, updated, skipped, failed) and a live log. Pages that did not change are skipped. “Cancel” stops it. When it ends, reload the page to see the new rows.

Excluding pages

To keep a page out of the bot’s reach, use one of these:

• For good: add a piece of its address or a word of its title to “Exclude pages matching (one per line)” and save. Watch out for short words: legal also leaves out a page called Legal services.
• Blog posts by category: check the category under “Leave out these categories”.
• For now: press “Disable” next to the page in “Existing items”. The bot stops using it, but the next time the page changes it comes back on. “Delete” is the same: the next check reads the page again.
• Private content: a page with a password is never read.

Adding text and web pages

With “Advanced options” on, go to “Additional context items” and “Add item”.

To add a text:

1. Under “Type”, choose “Text you write”.
2. Write a “Title” with the words your customers would use, for example Opening hours and holidays.
3. Write the facts under “Content”: hours, policies, prices, answers to frequent questions.
4. Press “Add”.

To add a page from another site (a booking platform, a help center, a supplier’s page):

1. Under “Type”, choose “A web page or a whole site”.
2. Type the “Address”. It must be public and start with https://.
3. Under “What to read”, choose “Only this page”, or “The whole site from here (same domain)” with “Up to” a number of pages (25 by default, 200 at most). The reader follows links on the same domain, respects robots.txt and your exclusion words, and skips files such as PDF or images. Each page becomes its own item.
4. Press “Add” and watch the bar. “Stop” keeps the pages read so far.

“Existing items” lists what you added and the pages read from your site, with their type, title, source and status. A web page shows when it was last read and how many characters it had, “Not fetched yet.” or why the last reading failed. “Disable” and “Enable” switch an item off and on; “Delete” removes it.

Pages built with JavaScript and Square bookings

Some site builders (Square Online, Wix and similar) draw the text in the visitor’s browser, so the page arrives with no text. The bot says so instead of adding an empty page: “This page is built with JavaScript and cannot be read. Paste its text as an item (Text you write) or upload it in Documents.”

If you take bookings with Square, add your booking page, the one that lists your services. Its address looks like https://book.squareup.com/appointments/…/location/…/services: open your booking site and copy it from the address bar. The bot reads every service with its options, length and price, plus the address and the cancellation policy, and reads it again once a day, so price changes reach it the next day. On a Square Online site, the notice suggests this.

The optimizer

The “Optimizer” cleans the items in “Existing items” (not the documents). It has two modes:

• Logic, on every plan, takes about two seconds. It trims empty space and boilerplate and finds near duplicates: 85% or more of the same text and the same title or address. The shorter copy goes.
• AI, with Pro, finds the same content said in other words, the same page in two languages, items with little content (only a phone, for example) and pages that could say more. It works in batches of 8 items, 5 to 30 seconds each, and gives each finding a confidence.

To run it:

1. Check “Run logic optimizer (free, fast)”, “Run AI semantic analysis (Pro)” or both.
2. Press “Analyze & preview”. Nothing changes yet. The log shows the progress, and “Findings (sorted by confidence)” lists each finding with its source, type, confidence, item and suggestion.
3. Press “Apply logic changes (remove duplicates, trim boilerplate)” and confirm. Only the logic findings are applied, and only on items that did not change since the preview.
4. For the AI findings, edit or delete the items yourself in “Existing items”. The AI never changes anything on its own.

The optimizer report

After you apply, the “Optimizer report” appears at the top of Context with the “Applied” tag:

• “Entries” and “Characters”: before and after.
• “Reduction”: the share of characters saved.
• “What changed”: how many items were trimmed and how many duplicates were removed.
• “What we did”: the list of actions.
• “Duplicate clusters”: the item kept, the ones removed (“Would remove”) and their “Similarity”.
• “Trimmed entries”: each item with its characters “Before”, “After” and “Saved”.

The report shows once; reload the page and it is gone. If it says “Preview only.”, nothing was changed: review it and press “Apply changes”.

How to give the bot more context

When the bot says it does not know something your business does know, the answer is missing from Context or is hard to find. Go step by step.

Read your site

Press “Read and optimize my site” and wait for the line “Pages and posts the bot knows now”. If a page you need is not counted, check the next step.

Check what is left out

Turn on “Advanced options”. Look at “Exclude pages matching (one per line)” for words that catch good pages, at “Max pages” if your site is big, at “Blog posts” and at the categories left out. Save, and the bot reads again in the background.

Write what is not on your site

Under “Add item”, choose “Text you write” and add the facts customers ask about and your pages do not say: hours and holidays, prices, payment, cancellations, areas you serve. One topic per item, with a clear title.

Add pages from other sites

If the answers live on another site (your booking platform, a help center, a marketplace profile), add it with “A web page or a whole site”. The bot keeps it up to date. With Square bookings, add the page that lists your services (see Pages built with JavaScript and Square bookings).

Upload your documents

Under “Documents”, upload your price list as CSV, your manuals as PDF or DOCX and your policies. Check in “View text” that the text came out right.

Use your customers’ words

The bot finds passages by their words. Use the words people type (price and cost, appointment and booking), put the topic in the title, and keep each item to one subject. If a long page loses its last part, raise “Max chars / page”.

Test it in the Sandbox

Open Chatbot Chk > Sandbox, ask the question and open “System prompt sent to the model” to see which passages the bot received (see Sandbox). If the right passage is there but the answer is short, raise “Context budget (tokens per request)” a little, for example from 2,500 to 4,000. If it is not there, go back to step 3 or 6.

Tell the bot how to use it

Context holds the facts. How the bot uses them (what to recommend, what never to say, its tone) goes in the “System prompt” under Chatbot Chk > Settings.

When a message shows

Under “When”, each message has one of three triggers:

And it follows these rules:

• Each message shows once per visit, and only one proactive message per page view.
• It never shows over an open chat, or to a visitor who already has a conversation.
• “Pages (optional)” limits it to some pages: one piece of the address per line, for example /pricing or /es/precios. It shows on every page whose address contains that piece. Empty means every page.
• “On” turns the message on or off without deleting it.

How it shows

Under “Show it as”, choose:

• “A small message next to the chat button”: the same small message as the teaser, which the visitor can press to open the chat.
• “The chat window, open (computers only)”: the chat opens with your message as the bot’s first line. On phones it shows as the small message instead, so it never covers the page.

In each language

If your site has more than one language (Polylang, WPML or the ones you added under Chatbot Chk > Languages), each message has a “Message in” box for each other language, all optional. Each visitor sees the message in the language of the page; a language left empty shows the first message. With one language, write the message in the language of the pages where it shows.

How to create a proactive message

Open the card

Go to Chatbot Chk > Branding and scroll to “Proactive messages”. The last block, “New message”, is empty and ready.

Write the message

Type it in “Message”, up to 300 characters. Make it about the page, for example a question about your plans on the prices page. Fill in the other languages if you have them.

Choose when

Under “When”, pick the trigger, and type the seconds or the percent of the page.

Choose how and where

Under “Show it as”, pick the small message or the open chat. Under “Pages (optional)”, write the pieces of the address, one per line, or leave it empty for every page. Check that “On” is checked.

Save

Press “Save proactive messages”. The page caches the plugin knows are emptied, so visitors get the change right away, and a new empty “New message” block appears for the next one.

Try it

Open that page in a private window of your browser, so you are a new visitor with no conversation, and wait for the trigger.

To change a message, edit its fields and press “Save proactive messages”. To remove one, press “Delete this message” in its block and confirm: your other changes on the card are saved too. A message left without text is removed when you save.

Languages of this site

The first card lists the site’s languages, each with its code:

• “Main”: the main language of WordPress (Settings > General). Your texts in Branding and Settings are in this language.
• “From your translation plugin”: a language that comes from Polylang or WPML. Add or remove it there.
• A language you added here has an × to remove it.

To add one, pick it under “Add a language” and press “Add”. You can have up to 30. Without Polylang or WPML, add the languages your visitors use: the chat follows the language of each page and of each visitor.

Your chat texts in each language

“Your chat texts in each language” has a tab for each language other than the main one. Each row is one of your texts: the main language version on the left and a box for this language on the right. Only the texts you filled in the main language are listed: the chat title and subtitle, the welcome message, the bot name, the message box hint, the messages when the AI or the daily budget runs out, the greeting bubble (the teaser), the messages about calling a person, the reply to off-topic questions, the privacy notice and the texts of the email form.

An empty box shows, in gray, what visitors see today in that language. Whatever you write replaces it.

1. Open the tab of the language.
2. Write your version in the boxes you want, or press “Translate the missing ones with AI”: the AI fills only the empty boxes.
3. Review the texts and press “Save texts”. Nothing is saved until you press it.

If it says “Nothing missing: every text already has its version in this language.”, every box already has text. The versions of your proactive messages are written in their own card (see Proactive messages).

The plugin in each language

“The plugin in each language” covers the plugin’s own words: the admin screens, the chat buttons and the emails to visitors. English and Spanish come with the plugin and say “Included”. Any other language of your site says “In English for now” until you translate it.

1. Press “Translate with AI” next to the language.
2. Wait 3 to 8 minutes while the bar fills (“Stop” cancels it and nothing is written).
3. When it ends, the row says “Made with AI on” a date, with how many texts it translated.

The file is saved in wp-content/languages, where plugin updates do not touch it, and WordPress uses it on its own. A text whose codes (like %s) the AI changed stays in English. If a language already has a translation made by a person, it is kept as it is.

Later, a row can show one of these tags. Press “Translate again” and only the missing texts are translated.

• “Unfinished: translate again to complete it”: the translation stopped halfway.
• “Made for an older version: translate again to include the new texts”

The second one appears after a plugin update. “Delete” removes the file; press it a second time to confirm.

When the AI comes from Digital Checkmark, the card can show how much of this month’s translation allowance you used. If it is used up, it starts again on the 1st. If the file cannot be saved, check that WordPress can write to wp-content/languages.

With Polylang

Chatbot Chk works with Polylang without extra setup:

• Its languages appear here by themselves, marked “From your translation plugin”.
• Context reads your pages and posts in every language, and the bot uses the passages in the visitor’s language first.
• A category left out under Context is left out in every language.
• In Branding, the page list shows the main language, and the translations of a checked page follow the same rule.
• Your chat texts are translated on this screen, not in Polylang’s string translations.

WPML works the same way for the list of languages.

How to add a language to the chat

Add the language

With Polylang or WPML, add it there and it appears here. Without them, pick it under “Add a language” and press “Add”.

Translate your texts

Open its tab under “Your chat texts in each language”, press “Translate the missing ones with AI”, review and press “Save texts”.

Translate the plugin

If the language is not English or Spanish, press “Translate with AI” under “The plugin in each language” and wait for it to finish.

Check it

Open a page of your site in that language and open the chat, or write to the bot in that language in the Sandbox (see Sandbox).

What you see

At the top, a tag says where the AI comes from: “Digital Checkmark AI”, or “OpenAI-compatible” and the model name when you use your own key.

On the left is the chat, with the bot name and avatar from Branding and the status “Online – sandbox”. Under the messages, quick questions send a common message with one click: “Hi! What can you help me with?”, “Do you offer any free services?”, “I’d like to talk to a human, please.”, “What are your business hours?” and, when the bot learns from your site, “Summarize what your site is about.”. Type your own in the box: Enter sends, Shift+Enter starts a new line. “Send” sends it and “Clear” starts over.

The conversation is kept only in this browser. It is not saved on the server: it does not show in Conversations, it does not create contacts and it never alerts your team. Each answer does use the AI, like a real chat.

On the right, “Last response” describes the last answer:

• “Model”: the AI model that answered.
• “Tokens in / out”: the size of what was sent and of the answer.
• “Latency”: how long the answer took.
• “Trigger matched”: whether the message asks for a person, by one of the trigger words in Chatbot Chk > Settings (it says yes) or because the AI understood it (“yes, understood by the AI”). The reply is then the question the chat asks before calling a person.
• “Escalated”: always says no here. The Sandbox never calls your team; it only shows what the chat would ask.

Below, “System prompt sent to the model” shows, with its size in characters, everything the bot received for that question: its instructions and the passages taken from Context. “Copy prompt” copies it.

How to test your bot

Ask what your customers ask

Use the quick questions, then your own: prices, hours, how to book, what you do not offer. Ask them the way a customer would write them.

Check where the answer came from

Open “System prompt sent to the model” and look for the passage with the answer. If it is there, the bot had the facts. If it is not, the bot could not find them.

Fix what is missing

Add or correct the content under Chatbot Chk > Context (see How to give the bot more context) and ask again: changes to Context count from the next message. To change how the bot answers (tone, what to recommend, what never to say), edit the “System prompt” under Chatbot Chk > Settings.

Ask for a person

Press “I’d like to talk to a human, please.”. The answer should be the question the chat asks before calling someone, and “Trigger matched” should say yes.

Try other languages

Write a question in another language. The bot answers in the language you write in.

Start over

Press “Clear” to forget the conversation and test from a clean start, as a new visitor.

When the answers are right, turn the chat on for visitors: in the last step of the setup assistant, or with “Enabled” under Chatbot Chk > Branding (see Branding).

Turn it on and choose a mode

In Settings, under “Lead capture”, turn on “Enable lead capture” and pick a “Capture mode”. “Silent” is the least intrusive and the recommended start; “Required” is the strictest, so use it only if you plan to follow up every contact.

For the two “After a few messages” modes, “Allow closing” lets the visitor skip the form and keep talking to the bot, and “Repeat” asks again every time that many messages go by (only when closing is allowed). Asking for a person always needs the email; it cannot be skipped.

Decide on the name and the code Optional

• The name. The form always has a “Name (optional)” field. Turn on “The name is required, not optional” under “Ask for a name” to make it mandatory. A name makes replies personal and the contact more useful, but it is one more field, so expect fewer contacts and better ones. Silent capture has no form, so it saves the address only.
• The email code. Turn on “Verify email with a code” and the chat emails the visitor a 6-digit code; the contact is saved only after they type it, and it is marked as verified. The code expires in 20 minutes and works once. After 3 wrong codes the address is locked for 15 minutes, and one address can ask for at most 5 codes an hour. It applies to the form, not to silent capture.

Know what is checked

Every address goes through the format, disposable domains and MX checks. With Pro, Digital Checkmark also checks that the mailbox exists, and your rules under Allowed and blocked emails apply. When an address in the form fails, the visitor reads why and can type another one; with silent capture it is simply not saved. “Lead retention (days)” deletes contacts older than that number of days, once a day.

The Leads screen

Each row shows the “Email”, “Name”, “Source”, “Verified”, the “Conversation” it came from (press its number to open it), the IP and the “Date”.

• Source. “Chatbot” is an address sent with the form, or left to get the reply by email when nobody could answer; “Chat (silent)” is one typed in a message. Older sites may also show “Prechat” or “Manual”.
• Verified. “Yes” when the visitor confirmed the code or Digital Checkmark confirmed the mailbox. The MX check alone does not count.
• Filters. Filter by “Source:” and “Verified:”, or type in “Search email or name…” and press “Search”.
• Delete. Tick rows, choose “Delete” in “Bulk actions” and press “Apply”. It cannot be undone.

If nothing was captured yet, the screen says “No leads captured yet.” with a link to the setting.

How to export your contacts

1. Open Chatbot Chk > Leads.
2. Optional: choose a source, verified or not, or search, to export only those rows.
3. Press “Export CSV” next to the title. The file has the email, name, source, IP, whether it was verified and when, and the date, in UTC.

Contacts in Leads Chk

If the Leads Chk plugin is installed, every new contact from the chat also becomes a contact there, as “Site chat”, with the page it came from, the conversation language and a link back to the conversation. Whether it joins a newsletter, which list and with what wording is decided in Leads Chk; you see and change it on Chatbot Chk > Integrations, card “Leads Chk”, or on Leads Chk’s own screen. When Leads Chk offers it, the chat’s form shows its newsletter checkbox; a contact who confirmed the code is not asked to confirm by email again.

The two lists are separate: deleting or purging here does not remove anything in Leads Chk. “See them in Leads Chk”, at the top of Leads, opens the same people there. The chat works the same without Leads Chk.

Create the bot in Telegram Required

1. In Telegram, search for @BotFather (the official one has a blue check) and open it. Press Start.
2. Send /newbot.
3. BotFather asks for a name: write your business name, for example Northwind Dental. Visitors never see it; your team does.
4. BotFather asks for a username: it must end in “bot”, for example northwind_dental_bot. If it is taken, try another.
5. BotFather answers with the token, a line like 123456789:AAE.... Copy all of it.

If you lose the token, send /mybots to BotFather, pick your bot and press API Token.

Connect the token Required

1. Go to Chatbot Chk > Integrations, Telegram card.
2. Paste the token in the field and press “Connect the bot”.
3. The card says “Bot connected. Now link the chat where the alerts should arrive.”

The token is saved only on this site and is never shown again. If the card says the token does not look right, copy it again whole. If it says Telegram does not accept the address of the site, check https:// and that the site has no password.

Link a private chat or a group Required

The card asks where the alerts should arrive. Choose one:

• Only you: press “To me: open the bot”. Telegram opens the bot: press Start.
• Your team: first create a group in Telegram with the people who answer. Then press “To my team: add it to a group”, pick the group and confirm that the bot joins.

The card notices it on its own in a few seconds and reloads with “Chat linked. The bot already wrote there; pick the events below.” The bot writes in that chat that it is connected. Whoever pressed Start (or added it to the group) is linked as the administrator who connected the bot.

If a button does not open Telegram, send the bot the line the card shows (/start and a code). In a group, write it as /start@yourbot and the code. The code lasts one hour; if it expired, press “New link code”.

Pick what arrives Recommended

Under “What arrives in Telegram”, tick the events and press “Save”. When you connect, “A visitor asks for a person”, “A new contact leaves their email” and “A visitor rates a chat” come ticked. “A new chat starts” fires for every visitor: tick it only if you want to see every chat. See the events.

Each person links their account (required to answer)

Telegram needs to know who is who, so Take, Resolve and replies count as the right person and the visitor sees their name. Each administrator or agent does this once:

1. In WordPress, open Users > Profile and go down to Telegram (it shows once the bot is connected).
2. Press “Link my Telegram”. Telegram opens the bot: press Start. The bot answers that the account is linked.
3. Reload the profile: it says who the Telegram account is.

If the button does not open Telegram, send the bot the line shown under it (valid for an hour). Each person links only their own account. An administrator can unlink anyone: on that person’s profile, tick “Unlink this Telegram account” and update the profile.

On the card, “Who answers from Telegram” lists who is linked, with a “Link mine” shortcut. Someone in the group without a linked account can read the alerts, but if they try to answer, the bot tells them to link their account first. Agents need a seat in the plan, like in Support.

Answer from Telegram

• Reply: use Telegram’s reply on any message of the bot about a chat (the alert or any line under it) and write. Your text reaches that visitor, with your name. Only text: files go from Support.
• Take and Resolve: press the buttons on the alert, or reply to a message about the chat with /take or /resolve.
• Open in Support: opens the conversation in WordPress.

The commands also show in Telegram’s menu when you type /, in English, or in Spanish if Telegram is in Spanish. Both forms always work.

What arrives in Telegram

Each chat that reaches Telegram gets one main message: what happened, the site and chat number, the contact if the visitor left one, the page, the language and the visitor’s last three messages, with Take, Resolve and Open in Support. Everything that follows arrives as replies to it, each line starting with the chat number: what the visitor writes, what the bot answers, replies written in WordPress, a new contact, the rating, who took it and who resolved it.

When the chat is resolved, Take and Resolve go away. If the visitor writes again later, a new alert arrives. An event you picked in a chat that has no main message (for example a contact left in a chat that never asked for a person) arrives as a message of its own. The bot writes in the language of the administrator who connected it.

Test, link another chat or disconnect

• “Send test”: the bot writes “Telegram is connected” in the linked chat. If it fails, the card says why (for example, the bot was removed from the group: link the chat again).
• “Link another chat”: the alerts stop going to the current chat and the card offers the two buttons again.
• “Disconnect Telegram”: Telegram stops calling the site and the site forgets the token and the chat. To use the bot again, connect its token again. To get rid of the bot for good, delete it in BotFather (/deletebot).

Connect the channel Required

1. Go to Chatbot Chk > Integrations, Slack card, and press “Connect to Slack”. The page takes you to Slack (if it does not, press “Continue to Slack”).
2. In Slack, sign in to your workspace if it asks, pick the channel where the chats should arrive and press Allow.
3. Slack sends you back to the card, which says “Slack is connected.” and which channel it posts to.

If you press Cancel in Slack, the card says the connection was cancelled and nothing changes.

Private channel: invite the bot (only if the card asks)

If the card warns that Chatbot Chk is not in the channel yet, replies in its threads do not reach the visitor. In Slack, open that channel and type /invite @Chatbot Chk, then reload the card. This happens mostly with private channels.

Choose when to post Recommended

Under “Post to Slack”, choose one and press “Save”:

• “When a visitor asks for a person”: only the chats that need your team. This is how it comes.
• “Every new chat (you can step in while the bot answers)”: every chat opens a thread when the visitor writes their first message, so you can read along and answer before anyone asks.

In both modes, a new contact (the visitor leaves their email) or a rating of a chat with a thread arrives as a line in that thread.

Make sure each person can answer (required to answer)

Slack tells the site who wrote by their email. Each person who answers from Slack needs an account on this site, administrator or agent, with the same email as their Slack account. Then:

• Their replies reach the visitor with their name, and Take and Resolve work for them, with the same rules as in Support.
• A member of your Slack with no account on the site replies as the administrator who connected Slack, and cannot take or resolve.
• Guests and people from other organizations cannot answer.

Send a test

Press “Send test”. The channel gets the message “Chatbot Chk is connected to this channel” and the card says “Test sent. Check the channel in Slack.” If Slack refuses it, the card says why: usually the bot is not in the channel (step 2) or the app was removed from your Slack (connect it again).

Work from the channel

• The main message says what happened (“A visitor asks for a person” or “New chat”), the visitor’s last line, the page and the buttons Take, Resolve and Open in WordPress. When someone takes or resolves the chat, the main message changes to say who.
• The thread gets each line of the chat: the visitor, the bot, replies written in WordPress, a new contact and the rating.
• To answer, reply in the thread. Mentions are removed and links reach the visitor as plain text with their address.
• When a resolved chat starts again, a new main message arrives instead of adding to the old thread.
• The language of the messages is that of the administrator who connected Slack.

Slack also counts for the “Talk to a human” button: while Slack is connected, the chat offers it (see Integrations).

Change the channel or disconnect

Press “Disconnect” and confirm. Chats stop going to the channel; what is already there stays. To use another channel, disconnect and connect again, picking the new channel in Slack.

Create the flow in Teams Required

1. In Teams, open the channel where the alerts should arrive, click the three dots (…) next to its name and choose Workflows.
2. Pick the template Send webhook alerts to a channel. In some accounts it is called Post to a channel when a webhook request is received.
3. Give it a name, like Chatbot Chk, check the team and the channel, and finish.
4. Teams shows an address at the end. Copy all of it: it starts with https:// and has logic.azure.com or powerplatform.com in it.

Treat that address like a password: whoever has it can post in the channel. In the flow, “Post as” must be Flow bot: Teams never alerts you about your own posts.

Paste the address and connect Required

1. Go to Chatbot Chk > Integrations, Microsoft Teams card. If the steps are closed, “How to get the address (2 minutes)” opens them.
2. Paste the address in the field.
3. Tick the events. “A visitor asks for a person” and “A new contact leaves their email” come ticked; “A new chat starts” fires for every visitor. See the events.
4. Press “Connect Teams”.

The card sends a test card to the channel right away and says “Connected. A test card was sent to the channel: check Teams.” If it says Teams did not accept the card, check that you copied the whole address and that the flow is on in Teams.

Mention people with @ Recommended

Teams does not alert anyone about a new post in a channel, only about mentions. So that the right people get a phone alert:

1. In “Mention with @ (optional)”, write the emails people use to sign in to Teams, separated by commas, up to 5.
2. Press “Save”. Each card then mentions them by name (the name of the site user with that email, or the part before the @).
3. To stop mentioning someone, press the × next to their name.

If something you typed is not an email, or goes over 5, the card says so and leaves it out. Teams does not let a card mention the whole channel: for everyone to get an alert, each person opens the channel menu (…) > Channel notifications > All activity. On the phone, in Teams > Settings > Notifications, an option like “Only when I’m not active on desktop” silences the phone while the computer is open.

What the card shows

The title (“A visitor asked for a person”, “New contact from the chat” and so on), the site and chat number, the mentions, the contact, the agent, the rating, the page, the language and, for a request, a new contact or a new chat, the visitor’s last three messages. The button “Open in Support” opens the conversation in WordPress. The card is in the site’s language. A visitor’s text always arrives as plain text: it cannot turn into a link or formatting in your channel.

A delivery that fails is tried again 2 and 15 minutes later, like webhooks; “Last delivery:” on the card shows the last result.

Change, pause, test or disconnect

Once connected, the card shows the address cut short, after “Workflow address:”.

• Replace the address: paste a new one in the field and press “Save”. Leave the field empty to keep the current one.
• Pause: untick On and press “Save”. The badge says “Paused”.
• Test: “Send test” posts “Chatbot Chk is connected to this channel” in the channel.
• Disconnect: “Disconnect”, and confirm. You can also turn the flow off in Teams.

With “A visitor asks for a person” ticked and On, Teams also counts for the “Talk to a human” button (see Integrations).

Create the key in HubSpot Required

1. In HubSpot, go to Development > Keys > Service keys (it is also under Settings > Integrations > Service keys) and click Create service key.
2. Name it, for example Chatbot Chk.
3. Add two permissions: crm.objects.contacts.read and crm.objects.contacts.write.
4. Create it and copy the key. It starts with pat-.

The token of a HubSpot private app you already have works too, with the same two permissions.

Paste it and turn it on Required

1. Go to Chatbot Chk > Integrations, HubSpot card.
2. Paste the key in “HubSpot key”.
3. Under “Send to HubSpot”, tick On. It comes off: without it nothing is sent.
4. Press “Save”.

A new key is tried with HubSpot before it is saved, so a wrong one never replaces one that works. If HubSpot accepts it, the card says “Saved. HubSpot accepted the key.” If not, it says why (the key was not accepted, or a permission is missing) and “Nothing was changed.”

The key stays on this site only, and the card shows only its last four characters. To change it, paste a new one; leave the field empty to keep it. To remove it, tick “Remove the saved key” and press “Save”. A developer can also set it in wp-config.php with the constant CHK_HUBSPOT_TOKEN, which wins over the saved one.

Choose the notes Optional

Both come ticked:

• “Add a note with the page and a link to the chat when a contact arrives”: a note on the contact with the site, the page, the language and a link to the chat.
• “Add the whole conversation to the contact when the chat is resolved”: a note with every message of the chat, once per resolution.

Test the connection

Press “Test connection”. It reads one contact from your HubSpot, which proves the key and the read permission. The answer shows at the top of the card. The button works once a key is saved.

What reaches HubSpot

• The contact: found by email and created if it is new. The name the visitor typed is split into first name and last name. An empty name never erases one already in HubSpot.
• Only real contacts: only emails that passed the chat’s checks go to HubSpot.
• Retries: a call that fails because HubSpot did not answer is tried again 2 and 15 minutes later. “Recent calls to HubSpot” lists the last results (never the content), and “Last call:” shows the last one.
• Deleting: what reaches HubSpot stays there. Deleting a chat or a contact on this site does not delete it in HubSpot.

Get the address of the receiver Required

The receiver is the app that gets the events. It gives you an address (see step 7 for Zapier, Make and n8n). It must be a full https:// address that can be reached from the internet: addresses on your own network are refused. Any port works (a self-hosted n8n on port 5678, for example).

Add the address Required

1. Go to Chatbot Chk > Integrations, Webhooks card, “Add an address”.
2. Paste the address.
3. Tick the events. “A visitor asks for a person”, “A new contact leaves their email” and “A chat is resolved” come ticked. “A new chat starts” fires for every visitor who writes, so it comes off. See the events.
4. Press “Add webhook”.

Copy the signing secret (required to check the signature)

Right after you add it, the card shows “Webhook added. This is its signing secret.” Press “Copy” and keep it in your receiver: it will not be shown again. Later the card shows only its end (“Signing secret ending in”).

If you lose it, or think someone else has it, press “New secret”. The old one stops working at once, so the receiver rejects events until you give it the new one.

Send a test

Press “Send test”. The address gets a test event, whatever events it has. The card says “Test sent. The receiver answered” and the code it got (200 when all is well), and “Last delivery:” and “Recent deliveries” show the result. A failure says why in plain words, such as “No answer within 5 seconds”, “Address not found” or “Could not connect”; hover over it for the technical message.

Check the signature in the receiver Recommended

Each POST carries these headers:

To check that an event came from your site: compute HMAC-SHA256 of the X-Chk-Timestamp header, a dot and the raw body, with the signing secret as the key. It must match X-Chk-Signature after sha256=. Use the body exactly as it arrived, before parsing it: a body read as JSON and written again no longer matches. Reject events whose timestamp is more than 5 minutes old.

In PHP:

$raw    = file_get_contents('php://input');
$ts     = $_SERVER['HTTP_X_CHK_TIMESTAMP'] ?? '';
$sig    = $_SERVER['HTTP_X_CHK_SIGNATURE'] ?? '';
$secret = 'your signing secret';
$expected = 'sha256=' . hash_hmac('sha256', $ts . '.' . $raw, $secret);
if (!hash_equals($expected, $sig) || abs(time() - (int) $ts) > 300) {
    http_response_code(401);
    exit;
}
$event = json_decode($raw, true);
http_response_code(200);

In Node.js (Express), with the raw body:

const crypto = require('crypto');
app.post('/chatbot', express.raw({ type: 'application/json' }), (req, res) => {
  const ts = req.get('X-Chk-Timestamp') || '';
  const sig = req.get('X-Chk-Signature') || '';
  const expected = 'sha256=' + crypto.createHmac('sha256', process.env.CHK_SECRET)
    .update(ts + '.').update(req.body).digest('hex');
  const same = sig.length === expected.length &&
    crypto.timingSafeEqual(Buffer.from(sig), Buffer.from(expected));
  if (!same || Math.abs(Date.now() / 1000 - Number(ts)) > 300) return res.sendStatus(401);
  const event = JSON.parse(req.body);
  res.sendStatus(200);
});

In Python (Flask):

import hashlib, hmac, time
from flask import request, abort
raw = request.get_data()
ts = request.headers.get('X-Chk-Timestamp', '')
sig = request.headers.get('X-Chk-Signature', '')
expected = 'sha256=' + hmac.new(SECRET.encode(), ts.encode() + b'.' + raw, hashlib.sha256).hexdigest()
if not hmac.compare_digest(expected, sig) or abs(time.time() - int(ts or 0)) > 300:
    abort(401)

Answer with any 2xx code within 5 seconds. A redirect, an error code or no answer counts as a failure.

What the receiver gets

A JSON body. The fields that do not apply to an event are left out.

Connect it to Zapier, Make or n8n

• Zapier: create a Zap with the trigger Webhooks by Zapier and the event Catch Hook. Copy the address Zapier gives you, add it in Chatbot Chk and press “Send test”. Back in Zapier, test the trigger: it shows the fields above, ready for the next steps (a row in a sheet, an email, your CRM).
• Make: create a scenario that starts with Webhooks > Custom webhook, add a new webhook and copy its address. Add it in Chatbot Chk and press “Send test” while Make is waiting for data: Make learns the fields from it.
• n8n: add a Webhook node with the method POST and copy its Production URL. Add it in Chatbot Chk and turn the workflow on (the test address only works while n8n is listening). A self-hosted n8n must be reachable from the internet with https://.
• A Slack channel without the Slack integration: create an incoming webhook in Slack and paste its address. The channel shows the text line of each event. To answer from Slack, use the Slack integration instead.

In these apps the address itself is hard to guess. To check the signature too, you need a step that reads the raw body and computes the HMAC, as in step 5.

Retries, changes and deleting

• Retries: a failed event is tried again 2 and 15 minutes later, with the same X-Chk-Delivery. Until then it waits in WordPress’s scheduled tasks. An address that failed in the last 15 minutes is not tried right away: its events wait a minute in the scheduled tasks. “Recent deliveries” keeps only the result of each delivery, never its content.
• Change or pause: edit the address or the events, untick On to pause, and press “Save”.
• Delete: “Delete”, and confirm. Its pending retries go too. Deleting a conversation also deletes its pending retries.

A webhook that is On with “A visitor asks for a person” ticked counts for the “Talk to a human” button (see Integrations).

Install Leads Chk Required

If the card says “Not installed”, press “Go to Plugins”, install Leads Chk and activate it. Back in Chatbot Chk > Integrations, the Leads Chk card shows its settings and how many contacts came from the chat (“contacts from the chat”, “of those, on the newsletter” and “since the last one”).

Turn on the connection Required

In Connection, tick Send the contacts of this plugin to Leads Chk. The badge says “Connected”. Untick it and everything stops: no contact arrives and the newsletter checkbox is not shown either. The contacts already in Leads Chk stay.

Choose what happens with the address Required

In What happens with the address, choose one:

• Save it as a contact, never subscribed to the newsletter: the safe choice. Someone who leaves an address to get an answer has not asked for a newsletter. You can still write to them from Leads Chk.
• Save it, and offer the newsletter with a checkbox: the chat’s email form shows a checkbox for the newsletter.
• Save it and subscribe it to the newsletter: everyone is subscribed. It is implied consent and brings spam complaints.

The checkbox needs a form to live in. If the capture mode in Settings is Silent (addresses are picked up from what the visitor types, with no form), the card warns that nobody can tick it, with a link “Change the capture mode in Settings”.

The list and the checkbox Optional

• Which list: the list for those who subscribe. Or type a name under …or create a new one and the list is created when you save.
• The checkbox starts ticked: Never, everywhere except Europe (decided per visit by the visitor’s country), or always. A box that arrives ticked is not valid consent in Europe.
• Checkbox wording: your own text next to the checkbox, stored word for word as proof of what the person agreed to. Leave it empty for the built-in wording.
• Delete leads without consent after: days after which contacts who never subscribed are deleted. 0 keeps them forever.
• Newsletter form under the tool: this setting is for the other tools; the chat does not show a form under it.

Hold back popups during the chat Recommended

In “Popups during the chat”, tick “Do not show Leads Chk popups while the chat is open”. While the chat window is open, or a person is handling the conversation, popups that would open on their own (after a delay, on scroll or on exit) stay closed. One held back this way can still show on a later page. It needs Leads Chk 1.9.4 or later.

Save and check

Press “Save”. If you typed a new list, the card says “Saved, and the new list was created.” To see the contacts, press “See these contacts in Leads Chk”. There, the source is called “Site chat”, each contact says on which page they wrote (“Chat on” and the page title) and has a button to open the conversation, and the tags tool:chat, via: (how the address was left) and email:personal or email:business let you filter them. A contact who confirmed the address with the one-time code is not asked to confirm it again by email.

What an agent can and cannot do

Open “What can a support agent do? (Capabilities)” on the screen to see the full list.

When an agent signs in, WordPress takes them straight to Support; their Dashboard is hidden. Administrators answer chats with the same tools and always see every conversation.

Add an agent

Fill in the form

Under “Add a new support agent”, fill in “Username” (letters, numbers, underscores and hyphens only), “Email”, “First name” and “Last name”. The email cannot belong to another user. Visitors see the first name next to the agent’s replies.

Keep the welcome email on

“Send a welcome email with a link to create their password” is on by default. Leave it on: the agent chooses their own password from the email. If you turn it off, the screen shows a random password once; share it through a secure channel and ask the agent to change it.

Press “Create support agent”

The agent appears in the list. Under their email you see “Welcome email sent” and how long ago, or “Welcome email not sent”.

A person who already has an account. Under “Promote an existing user”, choose them in “User” (any user who is not an administrator), keep “Send a welcome email” on and press “Promote to support agent”. Their other roles stay as they are.

The welcome email

The email goes out in the agent’s language (the language of their WordPress profile), with the subject “You have been added as a support agent on” and your site name. It has up to three steps:

• Create your password: the “Create my password” button and their username. The link works for 24 hours. A promoted user gets “Sign in with your account” and a “Set a new password” button instead.
• Open the support inbox: a link to Support, where the chats that wait for a person appear.
• Get notified on your phone: a link to install the app. Only with Pro, when the app is available.

To send it again, press “Send welcome email” or “Resend welcome email” in the agent’s row and confirm with “Send email”. The new link replaces the old one, which stops working. If the email fails, the screen says “The email could not be sent” and asks you to check the site email settings (SMTP).

Edit an agent

Press “Edit” in the agent’s row

A card opens above the list with “First name”, “Last name”, “Display name”, “Email” and “New password”.

Change what you need and press “Save changes”

Leave “New password” empty to keep the current one. A new password needs at least 10 characters; “Generate” writes a strong one. Setting a password signs the agent out everywhere. Easier: press “Email a password reset link” and confirm with “Send link”, so the agent chooses it.

“Full WordPress profile” opens the user in Users and “Close” closes the card.

Remove an agent

• “Remove from role” (in the agent’s row): takes away the agent role only. The WordPress account stays, with its history, and you can promote it again later. The person leaves the list and stops getting alerts.
• “Delete account” (in the edit card): deletes the WordPress account for good. Their open chats go back to the queue; their past replies stay in the transcripts. It only works when the agent role is the only role of that account, and never on your own account. Otherwise the card says “This user has other roles on the site”; use “Remove from role” instead.

Administrators who do not answer the chat

Administrators get escalated chats and alerts like agents. When someone runs the site but does not answer the chat (the agency or developer who manages it, for example), mark them “Not an agent”: they get no email, push, Telegram or Slack alerts, are not shown as online and cannot be assigned, invited or given a transfer. They still see the conversations and the settings, but cannot reply or resolve until the mark is removed.

• For the other administrators: under Chatbot Chk > Agents, in Administrators, press “Not an agent” in their row. “Make an agent again” undoes it.
• For yourself: in Users > Profile, under Chatbot Chk, check “I am not an agent of this chat”.

Agents on each plan

Free and Starter include 1 support agent. Pro, Agency and the Pro trial have unlimited agents, who can also invite each other to a chat and transfer it. Administrators always answer, on every plan, and do not count as agents, unless they are marked “Not an agent” (see Administrators who do not answer the chat).

On Free and Starter the screen shows “The Free and Starter plans include 1 support agent” with “See plans”. Creating or promoting a second agent stops with the same message.

Ratings per agent

When an agent marks a chat as resolved, the visitor is asked to rate the help from 1 to 5 stars, with an optional comment. Turn it on or off with “Ask them to rate the help” in the setup assistant.

• “Visitor satisfaction, last 30 days”: the average, the number of ratings, the share with 4 or 5 stars, and how many ratings got each number of stars.
• “Rating (90 days)”: in the list, each agent’s average and number of ratings over the last 90 days.

The list also shows “Assigned total” (every chat the agent was assigned), “Pending now” (their chats still open) and “Last reply”.

The chat photo

Visitors see the photo of the person who answers. Each agent and administrator sets their own:

Open Users > Profile

Find the “Chat photo” section.

Upload the photo

In “Photo shown to visitors”, choose a square JPG, PNG or WebP image of up to 2 MB, then press Update Profile. The photo is served from your site, never from Gravatar. Without a photo, the chat shows the person’s initials. To take it away, check “Remove photo” and save.

An administrator can set the photo of an agent from Users > Edit, or with “Full WordPress profile” in the edit card. The same photo shows in the list of agents.

Email alerts

At the bottom of the screen, choose who gets an email and what agents can see. Press Save Changes when you are done.

• “Email alert when a visitor asks for a person”: with “Enabled”, a summary of the conversation goes to “Destination email” (empty means the site admin email), with the “Sender name” you choose.
• “Email agents on new escalation”: each agent gets an email with the last messages and a direct link to the chat. Turn it off if your team only watches Support.
• “Support queue alerts”: when the email alert above is off and neither Telegram, Slack nor a webhook took the request, agents and administrators get an email (and a push notification, with the app) so no request is missed.
• “Email subject”: the subject of the email to agents. You can use {site_name}, {site_url} and {conv_id}.
• Email “From” name: the name recipients see as the sender.

What agents see and what they can do

In “What agents can see”, choose one:

• “Only their own”: the shared queue, their chats and the chats they are invited to. This is the default.
• “Also the team’s”: they also read the other agents’ conversations.
• “Everything”: they also read the chats that only talked to the bot.

Reading other conversations is always read-only and helps new agents learn how the team answers. Visitor names and email addresses show too. Two more options let agents act on any chat:

• “Agents can reply to any conversation”: including chats still with the bot. Replying takes the chat over: the bot stops answering and the visitor sees the reply within about 30 seconds, even without asking for a person.
• “Agents can resolve”: resolve, hand over or return to the queue any conversation. Off, only the assigned agent or an administrator can. Useful for a small team that covers for each other.

Turning on either of these two lets agents open every conversation.

Install the Support Inbox

Open Chatbot Chk > Mobile app on the phone or computer where you want the app, signed in with your WordPress account. Next to the buttons, a line says whether this browser can install it (“Ready to install on this device”, for example). Then follow the row of your device:

The app appears on the home screen, the Start menu or the Applications folder. Open it: it shows the queue of Support. If it asks you to log in, do it once; the session keeps you signed in until you log out. Firefox on a computer cannot install the app, but it gets push notifications in the browser.

Shortcuts. On Support, the banner “Get the Support Inbox on your phone” has “Install now” (it opens this screen) and “Dismiss” (it hides the banner for 7 days). An “Install app” button also shows at the bottom left of the other plugin screens, except inside the installed app.

Turn on push notifications

An administrator turns them on for the site

Under Settings > Push notifications, check “Enable browser push” and save. Until then, the Mobile app screen says “Push notifications are turned off for this site.”

Each person turns them on on each device

On Mobile app (or on Support), press “Turn on notifications” and allow notifications when the browser asks. Do it in every browser and phone where you want alerts. On an iPhone or iPad, do it inside the installed app.

Send a test

Press “Send a test notification”. The screen says “Test sent. It should appear in a few seconds.” and the test arrives on that device. “Turn off notifications” stops them on that device only.

If the screen says the notifications are blocked, allow them for the site in the browser settings (the padlock icon next to the address) and try again. If it says “Nothing was sent”, turn notifications off and on again in that browser.

What arrives

Tap a notification to open that chat in Support. Notifications go to the administrators and agents who turned them on.

Brand the app

Under Chatbot Chk > Branding, the section “Support Inbox app (installable)” sets how the app looks once installed:

• “App name”: shown in the install prompt, the app switcher and the splash screen. Up to 45 characters. Empty, it is “Chatbot Chk – Support Inbox”.
• “Short name”: the label under the icon on the home screen. About 12 characters fit on most phones. Empty, it is “Support Inbox”.
• “Theme color”: the color of the app’s title bar. Check “Same as the chat bubble color” to follow the chat.
• “Background color”: the splash screen while the app opens. White by default.
• “App icon”: press “Choose icon” and pick a square PNG or JPG of at least 512 x 512 px. A simple logo with some space around it and a solid background works best (iPhone shows transparent areas as black). Without an icon, the app uses the built-in chat icon in the theme color.

“Preview” shows the home screen icon and the app window as you change them. Save the screen. Installed apps pick up the changes when the browser refreshes the app, which can take up to a day; reinstall the app to see them at once.

If the app does not work

• “The install button does nothing”: your browser has no install prompt (Safari, or Firefox on a computer). Use the steps in the table above.
• “The app asks me to log in”: log in to WordPress once inside the app.
• “I do not get notifications”: check that push notifications are on in Settings, that you turned them on in this browser or app, and that the phone or computer allows notifications for it.
• “How do I uninstall?”: long-press the app icon and remove it (iPhone, Android), or right-click and uninstall (Windows, Mac). The admin in the browser keeps working as usual.

What the screen shows

At the bottom, “Documentation” opens this guide, “Support” opens our support page and “Back to Settings” goes to Settings. A last line explains the “A tool by Digital Checkmark” line: Free and Starter show it under the chat and under the emails; with Pro you can hide it in Branding.

Check your site

Under “Something not working?”, the plugin says whether the chat shows on a page of your site and can answer. It checks once a day on its own and at the end of the setup assistant. Press “Check again” to run it now. When there is a problem, “How to fix it” opens the part of If something does not work that explains it.

Copy details for support

Press “Copy details for support”

The box above the button holds the details. It copies them in one click and says “Copied. Paste it in your email to support.”

Paste them in your email to us

See Getting help for where to write.

The details are: the site address, the Chatbot Chk version and plan, the WordPress, PHP and theme versions, where the AI comes from and whether it is ready, whether the chat is on (with its pages and Turnstile), the caches the site uses and the result of the last check. They never include keys, emails or visitor data.

AI

“Turn on the AI”: choose where the answers come from.

• “AI by Digital Checkmark”: on Free, confirm your email with the code we send you and you are done. With a license already active, the step says so.
• “I have a license key”: paste it in “License key” and press “Activate”. It is in the email you got after the purchase.
• “My own AI key”: choose the “Service” (Google Gemini, OpenAI, DeepInfra, OpenRouter or “Another OpenAI-compatible service”), check the “Address of the service” (it must start with https://), the “Model” and paste the “API key”. Press “Save my AI key”. The key is saved only on this site; you pay the service directly.

Press “Next”, or “Skip for now” to finish this later. Without an AI the bot cannot answer, but visitors can still leave their email.

Your business

“Tell the bot about your business”. With your answers the assistant writes the bot guide: what it says, how it says it and what it never says.

• “Where the chat goes”: “This site”, or “Another site” with “Its address” (Wix, Shopify, Squarespace, plain HTML or another WordPress). See The chat on another site.
• “What your business does”: up to 1,500 characters. What you do, for whom, where, and anything the bot should always or never say.
• “Tone”: “Friendly”, “Professional” or “Brief”. The preview answers in the tone you pick.
• “What the bot reads”: “Learn from the pages of this site” reads every published page in the background (up to 500) and keeps them up to date when you edit one; “Also learn from blog posts” adds the posts. With another site, the bot reads that site’s pages when you press “Save and continue”. “Upload your documents (PDF, Word, CSV)” opens Context in another tab.
• “Questions off topic”: “Only answer about this site” gives homework, recipes or code a polite no, with the text in “What it says instead”.

If you wrote your own bot guide in Settings, the assistant keeps it unless you turn on “Replace the bot guide I wrote in Settings”.

Look

“How the chat looks”. The preview changes as you type.

• “Names and words”: “Bot name”, “Chat title”, “Line under the title”, “Welcome message” and “Text in the empty message box”.
• “Invitation”: “Show an invitation next to the button”, its “Message” and “Seconds before it shows” (1 to 120).
• “Color”: one of seven colors, or your own.
• “Avatar”: a built-in one, or “My own image” (an image address, or “Choose from the Media Library”).
• “Position on the page”: “Bottom left” or “Bottom right”.

There is nothing to set for languages: the bot answers in the language each visitor writes in, and Languages has your texts for each language of the site.

A person

“When a visitor asks for a person”. The bot asks the visitor to confirm and alerts your team, who reply from Support (or from Telegram, the app or Slack).

• “Let visitors talk to a person”: off, the bot answers alone and never offers a person.
• The button for a person: “Always visible” (under the messages, from the start), “When they ask for it” or “Never” (the bot still offers a person when asked).
• “Email my team”: agents and administrators get an email with the conversation. Add more people later under Agents.
• “Also send a copy to (optional)”: a shared inbox or your own email.
• “Business hours”: from and to, “Monday to Friday”, in the site’s time zone; check “Also on Saturday and Sunday” for weekends. Outside the hours the visitor leaves an email and gets the reply there. Closed dates and a different time per day are in Settings.
• “After the conversation”, sent to the visitor’s email when they left one: “Email replies the visitor did not see”, “Send a copy of the conversation” (when your team marks it as resolved) and “Ask them to rate the help” (1 to 5 stars).

Contacts and privacy

“Contacts, privacy and pages”. Contacts land in Leads (and in Leads Chk if you use it).

• “When to ask for the visitor’s email”: “Never ask” (an address is saved only if the visitor writes it), “When they want a person” (recommended) or “After a few messages” (a form the visitor can close, and always when they want a person).
• “Also ask for the name” and “Confirm the email with a code” (the visitor types a 6-digit code we email them).
• “Privacy”: “Show a privacy notice in the chat” adds a line under the message box with a link to the “Address of your privacy policy”. The text of the notice is in Settings.
• “Where the chat shows”: “Every page” or “Every page except the home page”. If you picked specific pages in Branding, a third choice keeps them. With another site, the chat shows wherever its line of code is pasted.
• “Speak first”: “Speak first to visitors who stay a while” shows your “Message” after the seconds you set (20 by default), once per visit. More options in Branding.

Protection

“Protection and limits”. The defaults suit most sites.

• “Bots”: “Protect the chat with Turnstile” with its “Site key” and “Secret key”, free from your Cloudflare account (under Turnstile). Without both keys, Turnstile stays off.
• “Messages per visitor”: “Normal” (60 per hour, 150 per day), “Strict” (20 and 60) or “Relaxed” (150 and 500, for offices and schools that share one address). If you set other numbers in Settings, “Keep mine” keeps them. Past the limit the visitor is asked to wait. Messages to a person never count.
• “Daily cap for your AI key” (only with your own AI key): “Low” (2 million tokens a day), “Normal” (20 million) or “No cap”.
• “Keep conversations for”: 30, 90, 180 or 365 days. Older conversations are deleted on their own; contacts in Leads are kept.

Try it

“Try it and turn it on”. The step shows a summary of the six steps, each with “Edit”; an exclamation mark points to something to look at, such as an AI not set up or nobody getting an alert. Ask what a visitor would ask in the chat on the right (“Try it here”): it uses the same AI and settings as your site, and test messages are not saved as conversations. With another site, the step also shows the line of code to paste there.

When you like the answers, press “Turn on the chat on my site” and confirm with “Yes, turn it on” (or “Not yet”). The plugin empties the page caches it knows, so visitors see the chat at once. If the chat is already on, the button is “Finish”.

When you finish

The last screen, “Your chat is ready”, has:

• “See the chat on my site”, to write to it as a visitor would.
• What the bot knows (your description, pages and documents), with “What the bot knows” to open Context.
• A check that the chat shows on your site and can answer. If not, it says why and how to fix it.
• “Next steps”: “Upload your documents”, “Get the alerts in Telegram” and “Read and optimize my site”. With Pro, also “Invite your team”, “Install the app” and “Connect Slack, Teams or HubSpot”. On Free, the “With Pro” box offers the Pro trial or “See plans”.
• “All settings”, to go to Settings.

You can turn the chat off at any time in Branding.

Run it again

In Settings, press “Run the setup again”. The assistant opens on the first step not saved yet, or on the last step when all are done; choose any step in the list on the left. Every field shows what is set now, and each step changes only its own settings, so running it again changes nothing else and does not turn the chat off.