Documentation

Supported content types

Upload limits

• - Maximum file size: 10 MB per file
• - No limit on number of documents
• - URL import fetches public pages only (no login-required content)

Processing statuses

FAQ management

Beyond uploaded documents, you can add FAQ entries directly. Go to Knowledge Base → FAQ Entries → Add FAQ.

Unanswered Questions: Every time your bot says it doesn't know something, that question is logged. Review the list in Knowledge Base → Unanswered Questions. Answer them there and they're immediately added to your bot's knowledge.

Questions are sorted by how often they've been asked, so you can prioritize the most impactful gaps first.

Tips for better answers

• - Use clear, specific language in your documents — the AI answers best from well-structured content
• - Include common variations of questions in your FAQs (customers don't always phrase things the same way)
• - Check the Unanswered Questions list weekly and fill gaps
• - Keep content up to date — delete outdated documents and re-upload updated versions

Standard installation

Copy this from your bot's Embed tab and paste before the closing </body> tag:

<script>
  window.VIGIL_CONFIG = {
    botKey: "pk_live_your_key_here"
  };
</script>
<script src="https://cdn.vigil.chat/widget.js" async></script>

Platform-specific guides

Inline embed mode

By default the widget floats in the corner. To embed it inline inside a specific container on your page, add inline: true to your config and create a target div:

<div id="vigil-chat"></div>

<script>
  window.VIGIL_CONFIG = {
    botKey: "pk_live_your_key_here",
    inline: true
  };
</script>
<script src="https://cdn.vigil.chat/widget.js" async></script>

Domain restriction

To prevent your bot from being used on unauthorized websites, add your domain(s) to the allowed list in Settings → General → Allowed Domains. Supports exact domains and wildcards (e.g. *.yourdomain.com).

Enabling lead capture

1. 1. Go to your bot → Skills tab
2. 2. Find Lead Capture and toggle it on
3. 3. Configure your form fields (see below)
4. 4. Save — the form is now active in your bot

Configuring form fields

You have full control over what information to collect. Fields can be added, removed, and reordered by dragging. Common fields:

• - Name (first name, last name, or full name)
• - Email address
• - Phone number
• - Company / organization
• - Message or inquiry type
• - Any custom field you need

Fields appear in the widget in exactly the order you configure them. Notification emails and SMS also reflect this order.

Viewing captured leads

All leads are saved in your bot's Leads tab. You'll see each submission with the visitor's answers and the timestamp. Enable email or SMS notifications to be alerted the moment a lead comes in (see Notifications section).

Setup

1. 1. Go to bot → Settings → Handoff section
2. 2. Enable the handoff toggle
3. 3. Enter one or more agent email addresses
4. 4. Configure business hours (optional) — determines when escalations are routed vs when lead capture activates
5. 5. Save settings

How it works for visitors

1. 1. Visitor asks something complex or requests a human
2. 2. Bot asks for visitor's email address
3. 3. Visitor is shown a "Connecting you to an agent" message
4. 4. When an agent accepts, the chat continues in real time
5. 5. If no agent accepts within the timeout, visitor is offered lead capture

How it works for agents

1. 1. Receive an email notification with a magic link (one click, no login required)
2. 2. Click the link to open the agent portal in your browser
3. 3. See the full conversation history so you're up to speed instantly
4. 4. Accept the session (first agent to accept takes it — others see "already claimed")
5. 5. Chat in real time until the issue is resolved
6. 6. Click End Session when done

Business hours

When business hours are configured and a visitor triggers a handoff outside those hours, the bot automatically routes to lead capture instead — collecting their contact info so you can follow up. Visitors receive a message that you'll be in touch.

Monthly limits by plan

When the limit is reached, handoffs silently route to lead capture — visitors are not shown any capacity message.

Setup

1. 1. Go to bot → Skills → Menu & Ordering
2. 2. Enable the skill
3. 3. Add your menu: import by URL, upload a photo, or enter items manually
4. 4. Configure store hours (required — orders blocked when closed)
5. 5. Set prep time lead time (e.g. 15 minutes before your next available slot)
6. 6. Save and publish

How customers order

1. 1. Customer asks about the menu or food in the chat
2. 2. Bot presents the menu with categories and items
3. 3. Customer browses and adds items to their cart
4. 4. Checkout: customer selects ASAP or a scheduled pickup time
5. 5. Provides name and phone number
6. 6. Order is confirmed — you receive an email/SMS notification

Menu structure

Your menu can have multiple sections (e.g. Starters, Mains, Desserts, Drinks). Within each section you add items with:

• - Item name
• - Description (optional)
• - Price
• - Photo (optional)

Current limitations

• - Pickup only (no delivery)
• - No online payment (customer pays at pickup)
• - One menu per bot
• - Today's orders only (no advance scheduling beyond same day)

Prerequisites

You need a Cal.com account with at least one event type configured. Your availability, calendar sync, and confirmation emails are all managed in Cal.com — Vigil just provides the booking interface in chat.

Connecting Cal.com

1. 1. Log in to Cal.com → Settings → Developer → API Keys
2. 2. Create a new API key
3. 3. In Vigil: bot → Skills → Appointment Scheduling → Enable → Paste API key
4. 4. Vigil verifies the key and fetches your Cal.com username automatically
5. 5. Save — the scheduling button is now active in your widget

How customers book

1. 1. Customer asks about booking or scheduling
2. 2. Bot shows a "Book an appointment" button
3. 3. Cal.com booking page opens in a modal overlay
4. 4. Customer selects time, fills in details, confirms
5. 5. Booking confirmation sent by Cal.com to both parties
6. 6. Modal closes and bot confirms the booking in chat

Cancellations & rescheduling

Customers can cancel or reschedule through the chat. They provide their email, the bot looks up their bookings via Cal.com, and guides them through the process conversationally. Cal.com handles all notifications and calendar updates.

Setting up notifications

1. 1. Go to bot → Settings → Notifications
2. 2. Enter your notification email address
3. 3. Enter your phone number for SMS (E.164 format: +1XXXXXXXXXX)
4. 4. Toggle on the events you want to be notified about
5. 5. Save

Note: You need notification credits to receive alerts. Email and SMS credits are purchased separately.

Notification events

Credits

Each notification consumes one credit. Credits are shared across all your bots. Purchase them from the Billing page.

If you run out of credits, notifications are silently skipped. Your bot continues working normally — visitors are never affected.

Available metrics

Using analytics to improve

• - High unanswered rate → check the Unanswered Questions list and fill knowledge gaps
• - Low avg messages/session → the bot may be answering too briefly; adjust your system prompt
• - No leads captured → check that lead capture is enabled and form fields are configured

Identity

Colors & appearance

Use theme presets for a quick start, then customize individual colors. Changes reflect instantly in the live preview.

Layout options

System prompt

The system prompt is a set of instructions that shapes how your bot responds. Examples of what you can do:

• - "Always recommend calling us for urgent issues"
• - "Respond in a friendly, casual tone"
• - "Mention our 30-day return policy when discussing purchases"
• - "Never discuss competitor products"

Plans

What counts as a message?

Each bot response (not visitor message) counts as one message toward your quota. Handoff messages between visitors and human agents do not count toward your quota.

Overage

On Starter and Growth plans you can enable overage in Billing settings. With overage on, your bot keeps responding beyond the limit and additional messages are charged per message. Without overage, the bot stops responding when the limit is reached and resumes at the next billing period.

Managing your subscription

Go to Billing from the top navigation to upgrade, downgrade, view invoices, or cancel. All billing is handled through Stripe — your card details are never stored on Vigil servers.

Can the bot answer in multiple languages?

Yes. The bot responds in whatever language the visitor writes in, using the AI model's built-in multilingual capabilities. For best results, upload knowledge base content in the languages your customers use.

Will the bot make up answers?

No. The bot only answers from content you've uploaded. If it can't find relevant information, it says so rather than guessing. This is the core principle of Retrieval-Augmented Generation (RAG).

Can I have multiple bots?

Yes. You can create multiple bots under one account — for example, a support bot and a menu bot for different parts of your website, or bots for different client sites.

Does the widget slow down my website?

No. The widget script loads asynchronously and is served from a CDN. It has no impact on your page's load time or Core Web Vitals.

Can I test my bot before going live?

Yes. The Settings tab has a live preview of your bot where you can test it with real questions before embedding it on your site.

How do I delete a bot?

Go to Settings → Danger Zone → Delete Bot. You'll be asked to type the bot name to confirm. Deletion is permanent and removes all content, conversations, and leads.

What happens to my data if I cancel?

Your bots and data remain accessible until the end of your billing period. After cancellation, bots downgrade to the free plan. You can delete your account and all data at any time.

Can I white-label the widget (remove Vigil branding)?

White-labeling is available on Enterprise plans. Contact us for details.