User Guide

Getting Started

Sign up

Go to and sign in with your email or Facebook account.
Voila! You now have access to Personify. This is the go-to site to build and manage your bot.

Step 1 - Adding a new bot

To create a new bot, click "Add a new bot".

1. Name your business. We will call our business Flower Shop. This is for internal use only. Your customers won't see this unless you tell the bot to use this name.
2. Choose the language
3. Pick a time zone
4. Choose a template depending on the type of bot you want to start with.
Blank Template: This is a blank template. If you haven't already built a bot on Personify, we suggest using another template.
Elon Musk: This template contains a long list of questions and answers. It's perfect if you want to create a persona bot.
Pasta Place: This template is perfect for taking food delivery orders. The bot first collects the user's phone number and address, then offers the products. It comes prepopulated with Italian food.
Flower Shop Club: This is the e-commerce template. The bot lets users browse products then asks for customer details. It comes prepopulated with floral arrangements.

Step 2 - Settings

1. Name your bot. This is how your bot will introduce itself to your customers
2. Make sure live support is enabled and that the correct support email is listed.
3. Define the number of incorrect actions before your bot offers to call a human to help.
4. Press save
5. You may connect a Facebook page at this point but this isn't a necessary step in order to test yoru bot. personify

Step 3 - Test your bot

You're ready to start talking to your bot! You don't need to connect it to a facebook page page before testing it out.
Just press "Test your bot" and sign into Messenger.
Say hi!

That's all for getting started! You now have a working bot. Below you'll find a much more detailed explanation of all the platform's features.

After testing your bot, it's time to customize its answers. Click here for that guide
For a guide on how to add products to your bot, click here.

Bot Configuration

Welcome Message

This is what your bot will say when a human first interacts with it. By default, it says "Hi, my name is {{Bot Name}} and I am the {{Business Name}} bot", but you can change it to whatever you like. You can add tags by typing "{{" (two curly braces)

Your bot will only say the welcome message once a session. You can set the session's length by clicking on the number in blue. For example, if the session is 1 hour and your customer messages your bot a week later, it will open with this welcome message again. It won't if the customer returns in under an hour.


This is what your bot will show for the first time a user will approach it. You can customize the "get started" button to triiger any intent you want

Persistent menu

Here you can edit the menu in the buttom left of your bot.

FAQ and Routing

For everything your customer says, your bot will always try to figure out the intent, perform an action, and answer with a message.

Default: This intent will kick in whenever your bot doesn't know what to answer.

Adding a new intent

1. Press "Add Intent"
2. Give your intent a name

3. Define a trigger. (Required)
Similar to: This trigger uses the NLP engine. Enter phrases or sentences you think your customers will ask. For example: "What is your name?". Because this trigger uses the engine, phrases similar to it like "What's your name?" will also trigger this intent.
Contains: This intent will be triggered if a certain word or phrase is detected WITHIN what your user says. For example, if the trigger is set to contains "order", anything the user says that contains that word will trigger this intent. So if the user says "I want to order", this intent will be triggered.
Exactly equal to: This intent will be triggered only if everything your user says exactly equals the trigger. For example, if you set the trigger to exactly equal to "order", and your user says "I want to order", this intent will NOT be triggered. If they only say "order" though, it WILL be triggered.

4. Define an action (Optional)
It is possible to enter more than one action.
Block Bot: If you would like the bot to be blocked after being triggered by a certain message from the user, set a block bot action. For example, say you are trying to create a complaint intent. You would set a contains trigger to "complain" and set a message like "Thanks for your input. You'll be hearing from a human rep soon". Then the bot would stop responding to user input for the remainder of the session.
Move to: Upon the intent being triggered, move to will bring in a new "state" like order or human support.
Send Email: Upon the intent being triggered, an email will be sent to the email of your choice.

5. Write a message
You may create more than one message to be sent at one time
Scroll: Allows you to add one or more "tickets" with an image, a title, a subtitle, a link, and 3 buttons. When more than one ticket is added, users will be able to scroll horizontally through them. Text: Lets you write one or more text answers and buttons. If you write more than one message, the bot will choose one at random to answer. Image:


What are macros?
Macros are parmeters that can be extracted from different databases and plant them in your text See below example:
List of macros you can use in

Category Descreption Macro
Business Business name {{}}
Bot name {{Business.bot_name}}
Session timeout {{Business.session_timeout}}
Minimum order {{}}
Delivery cost {{}}
Globel discount {{Business.specs.global_discount}}
Business ID {{}}
Session User ID {{Session.user_id}}
First name {{Session.user.first_name}}
Last name {{Session.user.last_name}}
Page ID {{}}
User ID {{}}
Last message sent {{Session.last_message.message.text}}
Customer Customer city {{Customer.address_city}}
Customer address {{Customer.address.street_1}}
State {{Customer.address.state}}
Country {{{}}
Country shortcut {{{Customer.address.countryAbbr}}
(Apartment, entrance) {{{Customer.address.street_2}}
User name {{{}}
Phone number {{{}}
Macros Delivery limits {{Macros.deliveryLimits}}
Address format {{Macros.addressFormat}}
Opening hours {{Macros.open_hours}}
Current time {{Macros.current_time}}

Store Configuration

General Store Settings

Currency: Your products will be displayed in this currency.
Store Flow: You have the choice of two flows for your bot. It can either collect user details and then show products or show products first before collecting user details. The advantage of choosing the former is that you now have contact information for potential customers. However, they might just want to browse your products.
Availability: Sets when your bot is available to talk to people that message it. You can set your bot to always be available or choose days and hours that it will be. For example, if you choose Monday-Friday from 11am-11pm, your bot will be disabled on Saturday and Sunday and between 11pm-11am. If you run a business that delivers products immediately (like pizza) you will want to choose days and hours because you can't deliver the product after hours.


About Products

br On the products screen you will see a list of categories and items. In the picture below, categories are dark blue and aligned all the way to the left. items are "children" of categories and are marked in light blue. You can change the order of the categories or the items by clicking, holding, and dragging. This will change the order of how your items are displayed by your bot.

Adding Categories and Items

Imagine you own a bakery and sell cakes, cookies, and donuts. These are categories.
When your customer comes to buy 3 vanilla cakes, they would first decide they want a cake (category), then vanilla (product), then quantity of 3 (property).
Category: Cake
Product: Vanilla
Properties: 3

How do you add a category, product, and property?
1. Press Add Category/Product
2. Add a title and a picture. If it's a category, leave the price out. If it's a product, add a price.
Press Save.

Next, let’s add our cake bases or items.

On the cakes category line, press the + button. This will let you add an item.


Properties are parameters you can to products. When a customer chooses your product, your bot will offer properties after that. For example, if you were selling pizza, toppings would be a parameter. Or, for a shirt, sizes would be a property. To add a property, press "Add Property" personify
Then choose the type of property. The most common one is options chooser which allows your customer to choose from a number of options.
Instructions is what your bot will say when it offers properties.
You can choose to display properties in Button or Menu form. Buttons will only give you text and Menu will allow you to insert images. You'll want to use buttons if the properties don't change the way the product looks and menus if they do.


Main Office
Order Notifications: Enter emails and fax numbers to receive order summaries. Your orders will still be available in the platform if you don't choose to receive order notifications.

If your business has physical locations, this is the place to enter them.
Branch notifications: Orders are always sent to the "main office" email and fax lists (above) as well as to the specific branch email and fax list (if notifications are enabled). Therefore, if your business has only branch or all orders go through the main office (and the other branches don't need notifications), leave the branch notification fields empty or else you will get multiple notifications of the same kind.


Delivery Cost: This is the amount that will be charged to the customer if they choose delivery. This number is in the currency you chose in General Settings.
Delivery Time: As your customer is finishing their order, your bot will tell them this as the estimated delivery time.
Minimum Order Amount: Here you can set the mimimum order amount. If the customer doesn't order more than this amount, it won't allow the customer to get a delivery.
Distribution: When the bot asks the customer for their delivery address, it can accept addresses only where you deliver. You can limit the delivery area here. If you choose custom, zoom the map into your delivery area.
Enable pick-up: You can choose to allow customer to arrive at your loation to pick up their product themselves.


You have the option of choosing to accept cash, credit, or both. You must accept at least one of them.

For cash, you have the following options:
Not accept cash: You only accept credit card.
Accept Cash
Accept cash and verify by SMS:The customer will receive a verification code to SMS and will have to message the code to the bot in order to complete the order. We do this to ensure only humans are ordering for now.

For credit, you have the following options:
Don't accept credit: You only accept cash.
Collect by phone: After the order finishes, you will call the customer to charge their credit card.
Accept using Payme/Stripe: If your business already works with one of these three vendors, choose that option and enter your details.
Accept PayPal: Check this box and enter your preferred paypal ID in order to accept paypal payments.


Here you can enter a discount percentage. Please note that this discount will be applied globally, or to ALL your products.



Support Notifications: We highly recommend making sure this is checked so that you receive notifications. You don’t want to lose a customer because they have a bad experience with your bot. If the conversation starts to go south, support notifications allow you to step in and save the day. Enter an email address that sends you notifications so you can be on call to step in.

You can also change the number of misunderstood inputs until the bot offers human assistance. So if this is set to 5, and the bot misunderstands the customer 5 times, it will offer an option to the customer to call you. By default, the bot will send: "Looks like you're having a bit of trouble. Should I call a human to help?" and the customer can choose Yes or No.

Bot Testing


At any time, you can start chatting with your bot by pressing the Test your Bot button.
It's important to test your bot before launching it to your customers. Since you built the bot yourself, you know what it will respond. Therefore, we recommend finding someone else to test it as well.

Launching your bot

Integrating with Facebook

If you don’t have a Facebook page yet, you'll need to create one.

Fill in the initial details. You can skip most of the steps for now. Go back to Personify and press Connect to Page. Choose your business page from the dropdown. Don’t worry about the Page ID and Page Token. Those are for us.

Deploying your bot

Navigate to Home and you’ll find your business like this:

Press Message Page. A new chat should appear on Say hi to your new bot!!
Checking Published or Unpublished will make your bot available to anyone who messages your Facebook page. Make sure you've tested your bot thoroughly before publishing it.

Pausing your bot

If your bot and a customer are having a conversation, you can pause the bot on a specific conversation and answer as yourself. You can do this by entering the following in the conversation:

Managing your bot


This is command central. Once your bot gets going, you'll see a summary of how your bot is doing here. personify personify personify


Here you can see a complete list of all orders that were made in your bot.
personify By clicking on the "i" on the left side of the order, you'll be able to view the receipt for that order.

Feedback is an AI-based platform which means it uses machine learning algorithms to analyze the bot-customer conversation and suggests way you can optimize the conversation and sell more. personify personify


What is makes it easy for developers to incorporate natural language processing into their apps and websites. back