How to customize Presbot for your website

Why customize Presbot?

Presbot should feel like a natural part of your website rather than a separate tool added at the last minute.

Customization helps visitors understand:

• Who the assistant represents
• What it can help with
• Which topics are available
• How to ask a question
• What happens when they request follow-up

A clear and consistent experience can make visitors more comfortable using the assistant.

If Presbot is not installed yet, start with how to install Presbot on your website.

Start with your business identity

Review the business name, assistant name, and introductory information shown to visitors.

These details should match the language used on your website.

For example, if your website uses a full company name, avoid using an unexplained abbreviation inside the assistant.

Make sure visitors can quickly recognize that Presbot belongs to your business.

Choose a clear assistant name

Your assistant name should be easy to understand and appropriate for your audience.

Simple options may include:

• Your business name
• Your business name followed by Assistant
• Website Assistant
• Customer Help
• Visitor Support

Avoid names that make the assistant sound like a human employee when that could confuse visitors.

The name should support trust and clarity rather than novelty alone.

Write a useful welcome message

The welcome message is one of the first things visitors see when they open the assistant.

It should explain what the assistant can help with and encourage the visitor to take a simple next step.

A useful welcome message may include:

• A friendly greeting
• The name of the business
• A short description of available help
• An invitation to choose a topic or ask a question

For example:

Welcome to Northside Design. I can help with services, project timelines, pricing questions, and consultation requests. Choose a topic below or ask a question.

This is more useful than a general message such as:

Hello. How can I help?

Keep the welcome message short

Visitors should be able to understand the message quickly.

Avoid using the welcome message to explain every service, policy, or feature.

Detailed information belongs in Quick topics, saved answers, Knowledge, and follow-up flows.

The welcome message should guide visitors into the experience, not replace the entire experience.

Use the same tone as your website

The language inside Presbot should feel consistent with the rest of your website.

If your website is friendly and conversational, use simple and welcoming language.

If your website serves a professional or technical audience, keep the wording direct and precise.

Avoid switching between very formal website copy and overly casual assistant messages.

Keep terminology consistent

Use the same names for services, plans, products, and processes throughout your website and assistant.

For example, if your website calls a service a Strategy Consultation, do not call it a Discovery Session in one saved answer unless those are different services.

Consistent terminology helps visitors understand what they are choosing.

Organize your Quick topics

Quick topics should represent the most useful starting points for visitors.

Choose topics based on common questions and important visitor goals.

Examples include:

• Explore services
• View pricing
• Check availability
• Request a quote
• Book a consultation
• Get customer support

Keep the list focused. Too many topics can make it harder for visitors to decide where to begin.

Review how to write effective Quick topics for detailed guidance.

Put the most important topics first

The first topics should match the most common reasons people visit your website.

For example, a service business may prioritize:

1. Explore services
2. Request a quote
3. Check availability
4. Ask a question

An online business may prioritize:

1. Compare plans
2. How it works
3. Account help
4. Contact support

Review visitor behavior and captured leads over time to decide whether the order should change.

Use action-oriented topic labels

Visitors should understand what will happen when they select a topic.

Clear labels include:

• Request a quote
• Compare plans
• Book a call
• Check service areas
• Get support

Less useful labels may include:

• Information
• Learn more
• Other
• General

Broad labels can make visitors uncertain about what they will receive.

Review every saved answer

Saved answers should be accurate, current, and easy to read.

Check that each answer:

• Responds directly to the question
• Uses simple language
• Includes important limitations
• Provides a useful next step
• Uses current links
• Matches your website content

Review how to write clear saved answers when an answer feels too long, vague, or promotional.

Add useful next steps

A good answer should help the visitor decide what to do next.

Depending on the topic, the next step may be:

• Visit a service page
• Compare plans
• Request a quote
• Book a consultation
• Submit a support request
• Ask another question

Do not add the same sales message to every answer.

The next step should match the visitor’s question.

Use Knowledge to support broader questions

Saved answers work well for important questions with controlled wording. Knowledge helps Smart Assistant respond to a wider range of visitor questions.

Add clear information about:

• Your services
• Your audience
• Your service areas
• Your business hours
• Your pricing approach
• Your booking process
• Your policies
• Your limitations

Review how to add useful Knowledge and how Smart Assistant uses your Knowledge.

Match Presbot to important website pages

Your assistant should support the information visitors see on the page they are viewing.

For example:

On a pricing page

Visitors may need help comparing plans, understanding limits, or choosing the right option.

On a service page

Visitors may ask what is included, who the service is for, or how to get started.

On a contact page

Visitors may need help choosing the right reason for contacting your team.

On a support page

Visitors may need troubleshooting information or a clear path to request help.

Make sure your Quick topics, answers, and Knowledge cover the questions those pages are likely to create.

Review the launcher experience

The launcher should be noticeable without distracting from the website.

After installation, check that it does not overlap:

• Navigation controls
• Cookie consent buttons
• Checkout buttons
• Accessibility controls
• Contact buttons
• Other floating widgets

Test the launcher on both desktop and mobile screens.

Avoid competing visitor tools

Several chat, support, or messaging tools on one page can confuse visitors.

They may not know which tool to use, and floating buttons may overlap.

Review whether an older chat widget, contact launcher, or lead form should be removed after Presbot is installed.

Customize the follow-up experience

Lead capture should feel like a natural continuation of the conversation.

Use clear prompts that match the visitor’s goal.

For example, a visitor selecting Request a quote may be asked:

1. Which service are you interested in?
2. What would you like help with?
3. What is the best email address for you?

A visitor selecting Book a consultation may instead be asked about preferred timing and what they want to discuss.

Review how to set up lead capture in Presbot for more guidance.

Set clear follow-up expectations

Tell visitors what happens after they submit their information.

A confirmation message may include:

• That the request was received
• Who will review it
• How the team will respond
• When the visitor can expect a reply

For example:

Thank you. Your request has been received. A member of our team will review the details and reply by email within one business day.

Only promise a response time your team can consistently meet.

Use a consistent privacy message

Visitors should understand when their information is being collected for follow-up.

Make sure your assistant, lead capture flow, and website privacy policy use consistent language about how contact information is handled.

Avoid collecting details that your team does not need.

Test the customized experience as a visitor

Open your website in a private browser window and use Presbot from beginning to end.

Test:

• The welcome message
• Each Quick topic
• Each important saved answer
• Several Smart Assistant questions
• Links inside answers
• The lead capture flow
• The final confirmation message

Do not review only from the dashboard. The public experience may reveal unclear wording, visual overlap, or missing steps.

Test different visitor goals

Do not follow only one path through the assistant.

Test as:

• A first-time visitor learning about your business
• A visitor comparing services or plans
• A visitor asking a specific question
• A visitor who is ready to request follow-up
• An existing customer seeking support

Each visitor should be able to find a useful path without unnecessary steps.

Test on desktop and mobile

Review the assistant on several screen sizes.

Check that:

• The welcome message is readable
• Quick topics fit comfortably
• The message field remains accessible
• The keyboard does not hide controls
• The close button is easy to find
• Links are easy to select
• The launcher does not cover page content

Check for outdated information

Customization is not complete if the assistant contains old business information.

Review Presbot whenever your business changes:

• Services
• Plans
• Prices
• Hours
• Locations
• Policies
• Booking links
• Contact details

Update both saved answers and Knowledge so they remain consistent.

Use captured leads to improve customization

Captured leads can show whether visitors understand your assistant.

Look for patterns such as:

• Visitors choosing the wrong Quick topic
• Repeated questions not covered by saved answers
• Vague requests without enough context
• Visitors asking for information already on the website
• Follow-up flows that collect unnecessary details

Review how to review and manage captured leads to turn those patterns into improvements.

Review the experience regularly

Your website and visitor needs may change over time.

Set a regular reminder to review:

• The welcome message
• Quick topic labels and order
• Saved answer accuracy
• Knowledge quality
• Lead capture questions
• Links and booking destinations
• Mobile layout
• Visitor questions and lead quality

Customization checklist

Before considering customization complete, confirm that:

• The assistant clearly represents your business
• The welcome message explains how Presbot can help
• The tone matches your website
• Service and plan names are consistent
• Quick topics cover important visitor goals
• Saved answers are clear and current
• Knowledge includes useful business context
• Lead capture questions match the visitor’s goal
• The follow-up expectation is clear
• Links work correctly
• The desktop and mobile experiences have been tested
• The launcher does not block important controls

Next steps

Review how to install Presbot on your website if the assistant is not yet live.

Then improve the visitor experience with effective Quick topics, clear saved answers, and useful Knowledge.

You can also review how to set up lead capture and how to manage captured leads.

Create your Presbot assistant or compare Presbot plans.