# Chatbot reference

This page describes the fields, options and limits of each section of the Nevent chatbot. It's a reference to consult at any time, not a step-by-step guide.

The configuration screen opens from the side menu, under **Chatbot > Configuration**.

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## Assistant status panel

The right-hand panel on the configuration screen shows the chatbot's current status at a glance.

| Indicator | Description |
|---|---|
| **Assistant status** | Shows whether the assistant is **Active** (responding to users) or inactive. |
| **Instructions** | Indicates whether custom instructions are defined or still «Not defined». |
| **Documents ready** | Number of documents processed correctly out of the total uploaded (for example, «1 of 1»). |
| **Active sources** | Number of data sources turned on out of the total available (for example, «7 of 8»). |
| **Model** | AI model in use. At the time of writing: **gemini-3.5-flash-lite**. |

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## Configuration tabs

The configuration screen has six tabs visible to the promoter.

### Custom instructions

Defines the chatbot's behavior and personality through free-form natural language text.

| Field or element | Detail |
|---|---|
| **Instructions** | Multi-line text field. **Required** for the chatbot to respond with custom behavior. |
| **Character limit** | 5,000 characters (visible counter: «0 / 5000 characters»). |
| **Initial state** | «Not defined» until the promoter writes and saves instructions. |
| **Save button** | Stays disabled if there are no pending changes. |
| **Close button** | Discards unsaved changes and closes the editing panel. |

Note: writing style (tone, vocabulary) is configured in the **Assistant voice** tab, not here.

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### Assistant voice

Generates or writes a voice manual that determines how the assistant sounds when it writes.

| Element | Detail |
|---|---|
| **Initial state** | «Your assistant is still writing with the default voice» until a manual is generated or written. |
| **Conversation samples** | Recommended guidance: at least 500 words total; 2 to 6 conversations from the same team, varied (incidents, questions, complaints). Very long threads are discouraged because they dilute the style. |
| **Add sample button** | Lets you paste or write a conversation as a style sample. |
| **Import from my conversations button** | Imports conversations already recorded in the platform. |
| **Generate voice manual button** | Analyzes the added samples and automatically produces the voice manual. |
| **Or write the manual yourself button** | Lets you write the voice manual manually, without using samples. |

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### Reference documents

Lets you upload files the chatbot can consult to give more precise answers.

| Element | Detail |
|---|---|
| **Supported formats** | PDF, TXT, MD, DOCX. |
| **Maximum file size** | 10 MB. |
| **Upload button** | Opens the operating system's file selector. |
| **Table columns** | Name, Type, Size, Status, Upload date, Actions. |
| **Possible document states** | **Ready** (processed correctly and available to the chatbot). Other states not confirmed in the observed source. |
| **Actions per document** | Download, Delete. |

Limit on the number of simultaneous documents: not determined in the observed source.

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### Data sources

Controls which information from the Nevent account the chatbot can consult automatically. There are a total of 8 sources grouped into three blocks.

**Global indicator:** shows the number of sources selected out of the total (for example, «SOURCES SELECTED: 7 of 8»).

#### Block: Event information

| Source | Information it provides |
|---|---|
| **Basic event information** | Event name, general description and main image. |
| **Venue information** | Physical location, event dates and gate opening times. |
| **Artist lineup** | Full lineup, set times, stages and featured artists. |

#### Block: User information

| Source | Information it provides |
|---|---|
| **User profile** | Attendee name, assigned folders and current location. |
| **Loyalty program** | Points earned, current tier and available benefits. |
| **Ticket details** | Ticket type, included experiences and purchased add-ons. |

#### Block: Additional information

| Source | Information it provides |
|---|---|
| **Venue maps** | Points of interest, service locations and event areas. |
| **Sponsors** | List of the event's sponsor brands and their links. |

Each source is turned on or off with a checkbox. Turning off unnecessary sources reduces the model's resource usage.

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### Tracked links

Configures whether the chatbot shortens and measures the links it includes in its responses.

| Switch | Description | Dependency |
|---|---|---|
| **Sales links** | Event recommendations use a stable short link per event with the chatbot's campaign parameters. Allows counting clicks per event. | None. |
| **Per-conversation attribution** | Adds an identifier for the conversation that generated it to each link. Enables conversational CTR and the "Push to sale" block in metrics. | Requires **Sales links** to be active. Without it, this setting has no effect. |
| **Documentation links** | Also wraps links coming from the knowledge base (schedules, rules, FAQs), with the same attribution. | None. |

**Daily limit:** 200 new links per day per venue. Once exceeded, responses use the original, un-shortened URL.

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### Test chatbot

Isolated environment to check how the chatbot responds before publishing it.

| Element | Detail |
|---|---|
| **Visible notice** | «Test environment: this conversation doesn't affect your users' real conversations.» |
| **Text field** | Multi-line. Enter sends the message; Shift+Enter inserts a line break. |
| **Send button** | Sends the message to the chatbot. |
| **Delete button** | Clears the current test conversation. |
| **State when there are no instructions** | The field and buttons appear disabled. Instructions must be saved before testing is possible. |

Conversations held here don't appear in the inbox and aren't visible to fans.

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## Inbox

Accessible from **Chatbot > Inbox**. Shows every conversation the chatbot has with event attendees. Step-by-step guide: [how to manage the inbox](/en/chatbot/inbox/).

### State counters

At the top of the inbox there are four counters: **Bot in progress**, **In progress**, **Escalated** and **Resolved**. They're a visual summary, not filters: you can't click them to narrow the list. To filter, use the views or channels in the left column.

### Channels reaching the inbox

| Channel | How it connects |
|---|---|
| **Web chat** | Installed on your website or landing page from **Chatbot > Web channel**, with the installation snippet and the list of allowed domains. |
| **App** | Conversations your fans start from the app reach this same inbox. No separate installation needed. |
| **WhatsApp** | Reuses the WhatsApp Business account connected under [Deliverability and channels](/en/deliverability/activate-your-channels/). It has no connection screen of its own within the chatbot module. |

### View filters

| Filter | Description |
|---|---|
| **All** | Shows every conversation, regardless of state. |
| **Mine** | Conversations assigned to the logged-in agent. |
| **Unassigned** | Conversations with no agent assigned. |
| **In progress** | Active conversations where a human agent is intervening. |
| **Resolved** | Conversations marked as resolved. |

### Channel filters

| Channel | Description |
|---|---|
| **All** | Shows conversations from any channel. |
| **Web chat** | Conversations started from the web channel embedded on the promoter's website. |
| **Widget** | Conversations from the floating widget. |
| **WhatsApp** | Conversations started from WhatsApp. |

### Conversation states

| State | Meaning |
|---|---|
| **Bot in progress** | The chatbot is responding automatically. |
| **In progress** | A human agent has taken control of the conversation. |
| **Escalated** | The chatbot couldn't resolve the query and is pending human attention. |
| **Resolved** | The conversation has been closed as resolved. |

**Languages:** the chatbot detects the user's message language and answers in that same language.

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## Web channel

Accessible from **Chatbot > Web channel**. Contains the installation code and the widget's appearance options.

### Installation

| Element | Detail |
|---|---|
| **Code snippet** | JavaScript ready to copy. Must be pasted right before the website's `</body>` tag. |
| **Script loading** | From `https://neventapps.com/widget/v1/loader.js`. |
| **Cookies** | The script doesn't load cookies until the visitor opens the chat. |
| **Channel status** | Can be **In production** or another status depending on deployment. |

For installations in Google Tag Manager, WordPress or Shopify, specific guides are available from the same screen.

### Appearance

| Field | Options or detail |
|---|---|
| **Assistant logo** | Supported formats: PNG, JPG, WebP. Maximum size: 2 MB. A square image with a transparent background is recommended. If none is uploaded, the default logo is used. |
| **Main color** | Hex text field plus a visual color picker. |
| **Launcher position** | Left or Right. |
| **Theme** | Automatic (follows the visitor's system preference), Light or Dark. |
| **Assistant language** | Spanish, English, Catalan, Portuguese. If the page where it's embedded declares another supported language, the widget adopts it automatically. |
| **Welcome message** | Free-text field. |
| **Welcome message subtitle** | Free-text field. |
| **Quick replies** | Configurable list of suggestions the visitor can tap to start the conversation. |

### Allowed domains

| Element | Detail |
|---|---|
| **Purpose** | Only the listed websites can load the chatbot. If a domain isn't on the list, the widget doesn't appear even if the snippet is installed. |
| **Wildcard** | `*.domain.com` is supported to cover all subdomains of a domain. |

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## Metrics: Push to sale

Accessible from **Chatbot > Performance**. Shows what the links the assistant includes in conversations generate. Reading guide: [Link tracking and chatbot performance](/en/chatbot/link-tracking-and-performance/)

| Metric | Description | Formula or breakdown |
|---|---|---|
| **Recommendations with link** | Number of times the assistant offered an event link in a reply. | — |
| **Clicks from chat** | Total clicks people made on those links. | Shown as «X from people · Y automated»; automated ones (previews, bots) are counted separately. |
| **Conversations that clicked** | Percentage of conversations with at least one human click. | Conversations with at least one human click ÷ conversations with at least one link recommendation in the period. If the period has no recommendations, a dash (—) is shown instead of a percentage. |
| **Other clicks** | Clicks on shared or old links that don't count toward the main metrics. | Breakdown: unconfirmed · possible fabrications · expired. |

**Available periods:** 7 days, 30 days, 90 days.

**Attribution window:** 7 days. An info icon next to the block indicates the real attribution coverage for the selected period (for example, «Attribution coverage for the period: 60%»), because not every click arrives with an identifiable code.

The detail table shows, for each destination: event name, type, short link, number of recommendations, number of clicks and date of the last click.

Note visible on the platform: «Recent clicks are still being recorded and some links can't be tracked exactly: treat this as an approximation that will keep growing.»

:::caution[Important]
These metrics aren't attributed sales. Chatbot conversations are anonymous: Nevent can count the click on the link, but it can't join it to a later purchase. A click indicates the conversation ended in an action, not a sale generated by the bot.
:::

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## Consolidated limits and restrictions

| Element | Limit |
|---|---|
| Custom instructions | 5,000 characters |
| Maximum size per document | 10 MB |
| Supported document formats | PDF, TXT, MD, DOCX |
| Maximum widget logo size | 2 MB |
| Widget logo formats | PNG, JPG, WebP |
| Available data sources | 8 sources in 3 blocks |
| Tracked link limit | 200 new links per day per venue |
| AI model | gemini-3.5-flash-lite |