Create and configure a chatbot profile

How the chatbot profile is created and which settings you can change in the "Chatbot" section.

Last verified: 2026-07-20

If a website address was provided when your tenant was set up, Zentor App automatically creates a default chatbot profile for you. If this profile is missing (e.g. because no website was provided), it must first be created manually before the test dialog or a widget will work. The actual configuration happens in the "Chatbot" section, on the "Config" tab.

Step by step

  1. Open the "Chatbot" sectionNavigate via the sidebar to the "Chatbot" section and select the "Config" tab.
  2. Set the system promptIn the "System Prompt" field, describe your chatbot's role, tone and task in natural language.
  3. Define a fallback messageIn the "Fallback Message" field, set the text the chatbot outputs when it cannot answer a request.
  4. Enable the knowledge base (RAG)Enable "RAG Enabled" so the chatbot uses your knowledge base to answer — this switch is OFF by default and must be turned on deliberately. "RAG Top K" determines how many knowledge matches are included per request.
  5. Set the handover thresholdEnable "Auto Handover" to unlock the "Handover Threshold" field (0–100, default 70). If the bot's confidence falls below this value, the conversation is handed over to a human agent. Without "Auto Handover" enabled, this field is locked.
  6. SaveClicking "Save" applies the settings via the API and takes effect immediately for new conversations.

Expected result

Your chatbot profile is configured: system prompt, fallback text, knowledge base usage and handover threshold match your requirements.

Common error cases

The test dialog reports "No active chatbot profile".

Cause: No website address was provided during tenant setup, so no profile was created automatically.

Resolution: Contact your Zentor contact to have a default profile created for your tenant.

The "Handover Threshold" field cannot be edited.

Cause: "Auto Handover" is not enabled — the threshold only applies when automatic handover is active.

Resolution: Enable "Auto Handover" first, then adjust the threshold.

I want to change the AI model/provider but cannot find an option for it.

Cause: This is intentional: the AI model, provider and API credentials are managed exclusively by the Master Admin and are not editable by tenants (marked accordingly on the Config tab).

Resolution: No action needed on the tenant side; contact your Zentor contact for provider requests.

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