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Open Chatbot → Widgets → Experience & CSAT to configure visitor-facing behavior around conversations.

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Visitor attachments

Enable Allow visitor attachments when customers should be able to upload files. Current selectable upload types are PNG images, JPEG images, and PDF documents. Set the maximum file size from 1 to 5 MB.
PDF uploads fail closed unless the configured document security scanner is available. Do not advertise PDF support for a deployment whose scanner is not operational.
Attachments are validated by the public widget/backend path before they become conversation content.

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Widget forms

Choose which active Forms & Handoffs flows belong to this widget. The list identifies whether a form is a pre-chat collection form or a handoff flow and its destination type. A form that exists in the organization does not automatically appear on every widget.

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Knowledge Collections

Choose the Shared Knowledge Collections this widget may use. If you select one or more Collections, the widget is scoped to those approved resources. If you leave all Collections unselected, the widget can use all Chatbot-approved resources that otherwise apply to it. This is useful when one organization runs multiple brands, different widgets support different products, a test widget should receive only test-safe content, or a customer portal needs a narrower knowledge set.

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CSAT

Enable Ask for CSAT after the conversation to collect visitor feedback. Current styles are Thumbs, 1–5 stars, and 1–5 satisfaction. You can also allow a free-text comment and set the sampling percentage from 0 to 100. The published CSAT configuration can trigger at conversation end and handoff.

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Sampling

A 100% sample asks every eligible visitor. A lower percentage reduces survey frequency. Use a stable sample long enough to interpret changes. Altering the sampling rate every afternoon is a reliable way to create charts that look scientific and explain almost nothing.

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Analytics

Chatbot Analytics uses CSAT responses alongside containment, handoffs, action outcomes, languages, topics, and per-widget metrics. Chatbot Analytics →

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Publish before expecting changes

Experience settings are part of the versioned widget draft. Saving the draft does not change the live visitor experience until the widget is published.