Help & Documentation

Creating a bot

Navigate to Dashboard → Create Bot. Each bot is tied to a single domain and can be customised with its own persona, knowledge base, and behaviour settings. The number of active bots you can create depends on your plan.

Bot goals

Choose the goal that best fits your use case. This determines how the AI structures its conversations:

• Lead Generation — captures visitor contact information and qualifies prospects for your sales pipeline.
• Sales Inquiry — engages visitors, answers product questions, and routes hot prospects to your team.
• Customer Support — answers questions, troubleshoots issues, and escalates when needed.
• Technical Support — handles technical queries with detailed, step-by-step guidance based on your documentation.
• Answer FAQs — provides instant answers to frequently asked questions from your knowledge base.
• Route to Human Agent — acts as a triage layer, collecting context before handing off to a live agent.

Automation levels

Control how much the AI handles on its own:

• AI only — AI handles all responses independently. Best when your knowledge base covers most visitor questions.
• AI, with a human as backup (recommended) — AI handles tier-1 questions immediately and routes directly to an available human agent when requested or when complex intent is detected.
• Humans only — AI stays silent. Human agents answer all conversations directly through the console.

Knowledge base

Your bot's knowledge base grounds its answers in your specific business context. There are three ways to populate it:

• Website auto-scraping — enter your domain URL and Owentra automatically crawls and summarises your site content. You can regenerate the summary up to 2 times per day.
• Manual text — paste FAQs, product descriptions, policies, or any reference text directly.
• File upload — upload PDF or TXT files containing your documentation or training material.

Lead strategy

Configure how your bot collects visitor contact information:

• At the start of the chat — mandatory upfront contact collection with email OTP verification before the conversation proceeds. Best for high-intent landing pages.
• When they're interested (recommended) — the AI answers first and asks for contact details once the visitor shows buying or booking intent. Included on the Trial and every paid plan.
• None — lead collection is disabled. The bot focuses purely on answering questions.

Additional settings

• CSAT Ratings — enable to prompt visitors with a 1–5 star rating at the end of each conversation. Results appear in your Analytics dashboard.
• Lead Notifications — receive an instant email alert whenever a visitor passes OTP verification and becomes a verified lead.
• Ticketing — allow visitors to create support tickets directly from the chat widget.

Activating & deactivating

Toggle a bot on or off from the bot list. Inactive bots stop responding but retain all their configuration — useful when you need to pause a bot without losing your setup. If you downgrade your plan below your active bot count, surplus bots are automatically paused by the system and can be reactivated when you upgrade.

Installation

Each bot has a unique embed script. Copy it from Dashboard → Your Bot → Settings and paste it into your site's HTML just before the closing </body> tag.

Where to find your Bot ID

Go to Dashboard → Bots, click on a bot, and your Bot ID is shown at the top of the settings page. It's a unique UUID identifier (e.g., a1b2c3d4-e5f6-...) assigned to each bot.

Domain restriction

Each bot is restricted to the domain you configured during setup. The widget will not load on domains that don't match the bot's domain setting — this prevents unauthorised use of your bot.

Visual customisation

Customise the widget's appearance from Bot Settings → Styling. Available options include:

• Position — bottom-right (default), bottom-left, top-right, or top-left.
• Size — small, medium (default), or large.
• Header style — Vibrant Gradient, Sleek Solid, or Premium Glassmorphic.
• Border radius — Friendly Curved, Sleek Sharp, or Bubbly Round.
• Font style — Modern Sans, Classy Serif, or Technical Mono.
• Theme mode — System Auto (matches visitor's device), Fixed Light, or Fixed Dark.
• Launcher style — Bot Icon (custom image) or Classic Chat Bubble.
• Theme colours — set primary and secondary colours to match your brand.
• Branding — "Powered by Owentra" badge is automatically removed on paid plans.

Widget text & branding

Configure the bot heading, welcome message, and the pop-up callout text shown next to the launcher icon. You can also upload a custom logo (max 1 MB) or choose from built-in avatar icons.

Interactive features

The widget supports real-time streaming messages, file attachments (images, PDFs, documents), in-chat custom action buttons, OTP verification forms, support ticket creation, and post-chat CSAT rating collection — all rendered inside an isolated Shadow DOM to prevent CSS conflicts with your website.

Testing before going live

Use the Preview option in your bot settings to test the widget in a sandboxed environment without installing it on your site. This lets you validate responses, styling, and escalation behaviour before launch.

How lead verification works

Owentra captures visitor contact information and verifies it using email OTP (one-time passcode). This ensures your lead database contains real, reachable email addresses rather than fake entries.

Verification flow

Verified vs unverified leads

Owentra distinguishes between two verification levels:

• Email verified — the visitor provided a syntactically valid email address (basic validation).
• OTP verified — the visitor successfully entered the 6-digit code sent to their inbox (full verification). This is the gold standard for lead quality.

Your Leads dashboard shows the verification status of each contact, and you can filter by OTP-verified leads for highest quality outreach.

Where emails come from

Verification codes, ticket updates, booking confirmations and lead alerts are sent for you as “Your bot name via Owentra”, with replies going to your account email. This works on every plan with nothing to set up.

Optional: send from your own domain (SMTP)

To send these emails from your own address (e.g., noreply@yourdomain.com)), add your SMTP details on the bot's Email tab:

• Host — your SMTP server address (e.g., smtp.gmail.com).
• Port — typically 587 (TLS) or 465 (SSL).
• Username & Password — your SMTP credentials. Passwords are encrypted at rest.
• From email & name — the sender address and display name on outbound emails.
• TLS / SSL — enable based on your mail server requirements.

Lead notifications

Enable Lead Notifications in your bot settings to receive an instant email alert every time a visitor passes OTP verification. The alert includes the verified lead's name, email, and phone number.

What are custom actions?

Custom actions let your bot do things during a conversation, not just answer questions — fetching an order status, checking availability, or creating a record in your CRM. Each action calls one of your backend endpoints and shows the result right inside the chat. Visitors trigger a custom action from an action button in the widget, or just by asking for it in plain language.

Setting up a custom action

Open a bot and go to the Custom Actions tab (Bots → Edit → Custom Actions), then click New Custom Action. Configure the following:

• Method — GET or POST, depending on your endpoint.
• URL — the endpoint your bot will call (e.g., https://api.yoursite.com/order-status).
• API key — a shared secret sent in the X-API-Key header for authentication. Stored encrypted on our servers.
• Button label — the text shown on the action button inside the widget (e.g., "Check Order Status").
• Description — context shown to the visitor when the action is triggered.
• Success message — a confirmation message displayed after a successful call.

Parameters

Each custom action can have one or more parameters that the bot collects from the visitor before making the API call:

• Name — the payload key sent to your endpoint (e.g., order_id).
• Label — the human-readable prompt shown to the visitor (e.g., "Enter your order ID").
• Type — string, number, email, phone, or date. Input is validated against the selected type.
• Required — mark parameters as required or optional. Visitors can type "skip" to bypass optional fields.

How it works for visitors

When a custom action is configured, an action button appears in the chat (or the assistant offers it when a visitor's message signals intent). The visitor selects it, provides any required parameters through guided prompts, and the bot calls your endpoint and displays the result — all within the conversation flow.

What is appointment booking?

Appointment booking lets visitors schedule a time with you without leaving the chat. The assistant offers your real availability, collects and verifies the visitor's contact details, and confirms the appointment — then emails a confirmation with reschedule and cancel links and notifies your team. Every booking also appears on the Appointments page in your dashboard.

Turning it on

Appointments are booked through custom actions. On the bot's Custom Actions tab, open (or create) an action and switch on "Book an appointment" — that action now launches the booking flow instead of calling a URL, and its label becomes the appointment name. Then open the Appointments tab (Bots → Edit → Appointments), switch booking on, and choose how availability is managed:

• Owentra only — Owentra manages your working hours, services and appointments with no external calendar.
• Google Calendar — connect a Google account so Owentra reads your busy times and writes each new appointment to your calendar automatically.
• Calendly — the assistant shares your Calendly scheduling link when a visitor wants to book.

What can be booked

Each booking-connected custom action is a bookable appointment. On the action you set:

• Label & duration — the action's button label names the appointment; the duration sets how long it takes.
• Buffers — padding before and/or after so back-to-back bookings have breathing room.
• Location — an address, dial-in number or meeting link included on the confirmation.
• Capacity — attendees per slot; set above one for group sessions such as open houses or webinars.

A bot can have several booking-connected actions (a demo, a consultation, a viewing); when it does, the assistant asks which one the visitor wants before offering times.

Resources & availability

A resource is who or what fulfils a booking — a staff member or a room. Single-staff businesses get a default resource with Monday–Friday, 9–5 working hours you can adjust. Global rules on the Appointments tab control the rest: your business timezone, slot spacing, the minimum notice before a slot can be booked, how far in advance visitors may book, and how many times are offered at once.

How it works for visitors

A visitor asks to book in plain language — "book a demo", "schedule a call", "can I see the apartment next Monday?" — or taps a booking chip. The assistant then walks them through it:

1. Pick a service (skipped if you offer only one).
2. Choose a day.
3. Pick from the available times.
4. Give a name and email — verified with a one-time code when email is set up — and an optional phone number.

The slot is confirmed on the spot. If the visitor pauses to ask something else mid-booking, the assistant answers and then picks the booking back up where they left off.

After a booking

The visitor receives a confirmation email with self-service reschedule and cancel links, so they can change plans without contacting you. You're notified of every new booking, and can review, filter and manage all appointments from the Appointments page in the top navigation.

What are agents?

Agents are the human operators on your team who step in when the AI escalates a conversation. They receive escalated chats with full conversation history and customer context already loaded in the operator console.

Agent seat limits

The number of agents you can invite depends on your plan:

• Free — 1 agent seat
• Starter — up to 7 agent seats
• Growth — up to 25 agent seats
• Business — unlimited agent seats

Inviting agents

Assigning bots to agents

From Agents → List Agents, click Edit Bots next to an agent. Select which bots that agent can see and handle escalations for. An agent only sees conversations from their assigned bots.

Push notifications

Agents receive browser push notifications for new handoff requests and incoming chats, so they can respond quickly even when the console isn't in the foreground.

Active vs inactive agents

You can toggle an agent's status at any time. Inactive agents cannot log in or receive escalations, but their account and history are preserved. If you downgrade your plan below your active agent count, surplus agents are automatically paused by the system.

The operator console

The Console is your real-time command centre for monitoring all active visitor conversations. It uses WebSocket connections for instant updates — you see messages as they happen, with no page refreshing needed. Both workspace owners and assigned agents have access to the console.

Human handoff lifecycle

When a visitor requests a human or the AI detects frustration or a complex issue, the handoff flow begins:

Smart escalation engine

Owentra's escalation engine analyses every conversation turn for visitor intent and frustration level. When it detects that the visitor wants a human or is becoming frustrated, it proactively offers to connect them with an agent — but only once per conversation to avoid repetitive nagging.

Conversation history

Every message — including AI and human turns — is saved permanently. Click any conversation to view the full transcript, verification status, and escalation details.

Exporting data

Export conversations as CSV from the dashboard. You can also export leads and tickets separately. CSV export is available on Starter plans and above.

Support tickets

Visitors can create support tickets directly from the chat widget — either by typing natural language phrases like "create a ticket" or by using the widget's ticket button (when ticketing is enabled in bot settings).

Ticket lifecycle

Each ticket is assigned a unique ID in the format TKT-XXXXXXXX and follows a structured workflow:

• Open — newly created, awaiting agent attention.
• In Progress — an agent is actively working on the issue.
• Resolved — the agent has provided a resolution.
• Closed — the ticket is finalised and archived.

Ticket notifications

On plans with ticket email notifications, visitors receive email updates at each stage of the ticket lifecycle — ticket creation confirmation, agent replies, and resolution messages. This keeps visitors informed even after they leave your site.

Managing tickets

Agents manage tickets from Dashboard → Tickets. Each ticket shows the visitor's name, email, description, assigned agent, and full conversation context. Agents can reply, update the status, and add resolution messages directly from the ticket detail page.

Leads dashboard

The Leads section in your dashboard shows all captured visitor contacts in a searchable table. For each lead, you can see:

• Name, email, and phone number
• Verification status (basic email validation vs full OTP verification)
• Which bot captured the lead
• Capture date and conversation timeline

Exporting leads

Export your leads as CSV for import into your CRM or email marketing tools. You can filter by verification status to export only OTP-verified leads for highest quality outreach. CSV export is available on Starter plans and above.

Overview dashboard

The analytics dashboard provides a comprehensive view of your chatbot performance across all bots and agents, with KPI cards, trend charts, and actionable insights.

Volume metrics

• Total Conversations — all chat sessions initiated with your bots.
• Total Messages — combined count of all messages exchanged (AI + human + visitor).
• Verified Leads — number of visitors who passed OTP email verification.
• Active Bots — count of currently active bots across your account.
• Handoff Requests — conversations escalated to human agents.
• Tickets Created — support tickets opened by visitors.

Performance rates

• AI Answer Rate — percentage of the AI's replies that answered the visitor, rather than saying it doesn't have that information. A low rate means visitors are asking about things your knowledge base doesn't cover yet. Handoffs are counted separately under Human Takeovers.
• Lead Capture Rate — percentage of visitor sessions converted into verified leads.
• Bounce Rate — percentage of single-message drop-off sessions.
• Ticket Resolution Rate — percentage of open support tickets that were resolved.

Customer satisfaction (CSAT)

When CSAT collection is enabled, the dashboard shows your average score (1–5 scale), score distribution breakdown (positive 4–5 stars, neutral 3 stars, negative 1–2 stars), and period-over-period trend comparisons.

Response speed

Track average AI response latency and average human agent response time separately — helping you identify bottlenecks in your support workflow.

Visitor insights

• Geo-IP analytics — see the top 5 countries your visitors are coming from, based on IP geolocation.
• Traffic histogram — a 24-hour activity chart showing peak visitor hours so you can schedule agent availability accordingly.

Business Health Score

A composite index (0–100) that combines your AI Answer Rate, CSAT, Lead Capture Rate, Bounce Rate, and Ticket Resolution Rate into a single at-a-glance score — categorised as Healthy, Fair, or Needs Work.

Per-bot performance

A comparison table showing each bot's individual metrics: conversation volume, lead capture rate, CSAT rating, AI answer rate, and a traffic-light health status indicator.

Conversation Intelligence

Available on Growth and Business plans, Conversation Intelligence uses AI to analyse your visitor messages and surface:

• Top Questions Asked — aggregated and ranked recurring visitor inquiries.
• AI Recommendations — actionable suggestions for improving your bot (e.g., "Add shipping policy to your knowledge base" or "Adjust lead capture timing").

Filtering & data retention

Filter analytics by bot, date range, or agent. Data retention varies by plan: Free plans retain 30 days, Starter retains 120 days, and Growth and Business plans have unlimited retention.

Available plans

Owentra offers four plans to suit teams of all sizes, plus a 15-day free trial. Visit the Pricing page for the full breakdown.

Feature	Free	Starter	Growth	Business
Active bots	1	2	5	20
Agent seats	1	3	10	Unlimited
Conversations / month	300	1,000	5,000	20,000
Custom actions / bot	—	3	10	Unlimited
Bookable services / bot	—	3	10	Unlimited
Bookable resources / bot	1	2	10	Unlimited
Website pages read / bot	—	50	200	500
Tickets / month	100	1,000	Unlimited	Unlimited
Analytics history	30 days	90 days	Unlimited	Unlimited
AI replies / month (approx.)	—	3,300	15,000	60,000
Live chat (human agents)	✓	✓	✓	✓
AI chat	—	✓	✓	✓
Ticket creation & management	✓	✓	✓	✓
Remove Owentra branding	—	✓	✓	✓
Theme / appearance customization	—	✓	✓	✓
Analytics access	✓	✓	✓	✓
Advanced analytics	—	—	✓	✓
Conversation intelligence (AI insights)	—	—	✓	✓
Custom actions	—	✓	✓	✓
Send from your own email domain	—	✓	✓	✓
Data export (CSV)	—	✓	✓	✓
Basic lead capture	✓	✓	✓	✓
OTP-verified leads	—	✓	✓	✓
Smart lead capture (asks when interested)	—	✓	✓	✓
AI → human handoff	—	✓	✓	✓
Ticket email notifications	✓	✓	✓	✓
Appointment booking	—	✓	✓	✓
External calendar sync (Google / Calendly)	—	✓	✓	✓
Email support	—	✓	✓	✓
Priority support	—	—	—	✓

Free trial

Every new account starts with a 15-day free trial that includes every AI feature — no credit card required. After the trial ends, your account moves to the Free plan (human live chat and tickets, no AI replies) unless you choose a paid plan. Your bots, knowledge and settings are kept.

AI credits

Each plan with AI includes a monthly allowance of AI replies (shown on the pricing page as an approximate number of replies). It resets each billing cycle. If you run low you can buy extra AI credit at any time; extra credit never expires. You're notified by email at 80% and when it runs out.

Upgrading or changing your plan

Go to Dashboard → Billing to view your current plan, upgrade, or switch to a different tier. Changes take effect immediately and are prorated for the current billing cycle.

Downgrading

When you downgrade to a plan with lower limits, any surplus active bots and agent seats beyond the new plan's allowance are automatically paused by the system — not deleted. Your configuration is fully preserved and can be reactivated when you upgrade again.

Invoices & payment

All invoices are accessible from Dashboard → Billing. Payments are processed securely through Razorpay with auto-renewal on monthly billing cycles.

Cancellation

You can cancel auto-renewal at any time from the Billing page. Your plan remains active until the end of the current paid period — you won't be charged again after cancellation.