What Assistant does: the chatbot, its pages, roles and limits
Assistant is the chatbot for your website and Telegram — what it answers, where your team takes over, who can do what, what the plan allows and what the bot does without AI.
Assistant is a chatbot for your website — and, if you want, for Telegram. It answers your visitors from your own content, and for an online store it also finds an order, searches your products, takes requests such as a return or an address change, and hands the conversation to your team when a person is needed. Your team answers in the same place.
Assistant's screens are in Bulgarian today. This help quotes each label as you see it, with the English meaning in brackets — for example Ботове (Bots).
How a conversation goes
- A visitor opens the chat button on your site and writes.
- The bot answers — from your pages, files and questions with answers (The bot's knowledge), from a menu or a procedure you built (Menus and procedures), and, for a store, from your orders and products (Store data, orders and products).
- When the visitor asks for a person, the topic is sensitive (legal, medical, financial, an emergency), or the bot cannot help, it hands the conversation over. Your team sees it in Чатове (Chats) and takes over: Chats.
- A request about an order — a return, a cancellation, a new address — either runs on its own or waits for a colleague to approve, by your rules: Requests about orders.
The pages
| Page | What it is for |
|---|---|
| Чатове (Chats) | Every conversation, live: take over, answer, approve requests, close. |
| Тикети (Tickets) | Follow-up work from conversations, and the CRM project tasks go to: Tickets. |
| Ботове (Bots) | Your bots: create one, its knowledge, look, skills, menus and channels. |
| Правила (Rules) | Who gets a handed-over conversation, and the response-time targets (SLA): Assignment rules and SLA. |
| Инструменти (Tools) | Which operations of your other services the bot and its menus may use: Store data, orders and products. |
| Анализ (Analytics) | Conversations, the bot's share, response times, ratings and this month's use of the plan: Analytics. |
At the top you see the workspace, your name and role in Assistant, and Изход (Sign out), which also signs you out of Monfri.
Who can do what
Access comes from your workspace in Monfri. Assistant shows it as one of three roles:
| Role in Assistant | Who gets it | What they can do |
|---|---|---|
| Администратор (Administrator) | workspace owners and admins, and members with Assistant access Admin | Everything: bots, knowledge, menus, rules, tools, channels, the switch that lets Monfri change orders in your store. |
| Агент (Agent) | members with Assistant access Editor | Takes over and answers conversations, approves or rejects requests, works tickets. Sees the bots but cannot change them. |
| Наблюдател (Observer) | members with Assistant access Viewer | Sees conversations, tickets and analytics. Cannot answer or change anything. |
Access is given in Monfri: Service access. A change of role applies the next time the person opens Assistant from Monfri.
The bot says it is an AI
Every chat window shows under its title Разговаряте с AI асистент. (You are chatting with an AI assistant.). On Telegram, the first message of every new conversation says the same and that the bot can connect the visitor to a person. This line cannot be removed.
What the plan allows
| Starter | Growth | Scale | |
|---|---|---|---|
| Active bots | 1 | 3 | 10 |
| Conversations a month | 500 | 2,000 | 10,000 |
| AI tokens a month | 25 million | 100 million | 500 million |
- A conversation counts once, when a visitor's first message starts it.
- AI tokens are the text the AI reads and writes for your bots: every answer and every check of what the visitor wants.
- Active bots — a bot with status активен (active). Switching another one on beyond the limit is refused; a bot that was already active before a downgrade keeps running.
Use this month: Анализ → Планът този месец (The plan this month), and Monfri's Plan & usage. The primary owner gets an e-mail at 80 % and at 100 % of a limit: Usage and limits.
When the bot works without AI
The bot keeps talking without AI when:
- the free trial has ended or a payment is overdue (the workspace is read-only), or
- this month's conversations or AI tokens are more than 20 % over the plan.
Then it answers from its menu and procedures, gives the exact answer from your questions and answers when a question clearly matches, and otherwise says В момента мога да помогна с менюто… (Right now I can help with the menu…) with two buttons, Меню (Menu) and Колега (Colleague). It makes no AI calls. Invitations to chat are not shown. Your team keeps answering in Чатове.
A bar at the top of every page says why: Ботът работи без AI (The bot is running without AI). The AI comes back with an active plan, on the 1st of the month or with a larger plan: Plans, the trial and read-only mode.
When Assistant is switched off for the workspace or access is stopped, the bar says Assistant е спрян (Assistant is stopped): the chat disappears from your site and the settings are read-only.
If something doesn't work
The common problems — the chat does not show, the bot does not answer, answers without AI or cannot find an order — and what to do: When Assistant doesn't work.