FAQ for Custom App Setting

Brief introduction

For your ease of using our unique feature that is Custom Branded App, we’d like to share more with you its FAQs for your further reference.

Custom Domain & Email Sender

1. Do I need to customize my own domain as well as email together?

Yes, you do. The purpose of having a custom domain is that you will have your own branded app website instead of using BotStar branding.

The purpose of having a custom email is that our system will have permission to use your email to send emails to your customers when they request features like Human Takeover, Email to operator, Audience Export, Collaborators instead of using BotStar email.

If you want to access the branded app with your own domain name and, using your own email for all related actions inside your branded app, you need to finish these two steps.

2. How can I set up a CNAME record?

To set up your CNAME record please follow these steps:

Step 1: You need to sign in to your domain host.

Step 2: Decide your unique CNAME record.

Step 3: Add the CNAME record to your domain’s DNS records if you are in the process of mapping your website.

You can also read Add a CNAME record to your domain's DNS records for more details.

3. Why do my domain and email not work even though I have customized it as your guideline?

Please double check your steps following our guideline and make sure there is nothing wrong with your custom domain and custom email settings. Please keep in mind that you need to set up them one by one. For example, you need to complete customize email before customizing the domain.

For custom domain, after setting up the custom domain as our guideline, please go to the Website under WEBSITE MANAGEMENT (Avatar Icon > Account > Team > Website Management) and fill in your new custom domain in there. Only after that, your custom domain will work.

For custom email sender, please make sure you have updated DKIM and SPF records as mentioned in our Guideline for Custom App Setting.

4. Why do the e-mail links I send to my members/clients not work?

If your clients/members cannot access the links sent via email, you might need to double check if your custom branded app is set up correctly. Please see our Guideline for Custom App Setting for the setting.

You can always contact our support team via support@botstar.com for further assistance.

5. How long does it take for DNS changes to be reflected?

Since DNS servers have to update other servers around the world with the new information, the propagation can take awhile. The general rule is that propagation would take 24 hours to complete worldwide. In another case, it can take up to 48 hours, depending on DNS record TTLs.

Collaborators in Branded App

1. How does the collaborators in custom branded app work?

This feature allows you to add your clients or members in your team to Botstar platform so you can collaborate with them to work and manage the chatbot. You can give them different kinds of permissions on the Custom Branded App to work with the chatbot. Now let’s go step by step to enable this feature:

Step 1: Login to Botstar App, go to Custom branded app Account > Create bot > Add people in your team by adding their email in the Member section.

Step 2: Create bot for them then add them to any specific bot you created by using the Collaborator feature in bot. Please go to that bot, at Settings > Collaborator to add them in (You can also edit the permissions of members by clicking on the pencil symbol).

Step 3: Your collaborators will receive a notification via email and a direct link to your app. They will need to create an account with the same email and login to the Branded app and see the bot that you add them in.


2. Why do my collaborators get “Bad Request” while trying to access my branded app?

Your collaborators will get Bad Request when you haven’t added your collaborators in your team. Please follow the steps below to add your collaborators in the team and to a specific bot:

Step 1: Add your members/clients to your team

  • Click to your avatar icon > Team > Team Profile dialog will appear.
  • Set the team name, add new members by clicking on the + symbol and Save button to add them to your account. Your collaborators will receive an invitation mail to your team.

Step 2: Assign collaborators to a specific bot. Go to the bot that you want to assign your members, click on Settings > Collaborators

  • Click Collaborators to add your members, then click the gray pencil button to edit the permission.
  • Your members will receive an email about sharing Collaborators, which contains a direct link to the bot.

To know more about how Branded App works, please read this question.

3. Why do my collaborators get "Invalid username/password" and “User with email abc@gmail.com not found” notify while accessing my branded app?

Your collaborators will get User with email abc@example.com not found or Invalid username/password when you have added your collaborator in the team but they haven’t signed up in your branded app. Please ask your collaborator to sign up first to use.

To know more about how Branded App works, please read this question.

4. Will BotStar branding disappear after I have set up the branded app?

Yes, BotStar branding will disappear after you have set up the branded app.

5. Why do my collaborators not receive the invitation email although I had added them as members?

Please check if you have customized your email before filling the Email Sender under WEBSITE MANAGEMENT.

  • If you haven’t customized email, please custom your email by following Guideline for Custom App Setting first > fill that email to Email Sender Area > try sending invitation email again.
  • If you have already done that but the email still doesn’t work, please send an email to our support team via support@botstar.com to ask for support.

6. Why do I have the paid account but my collaborators just have free plan?

Your collaborators just have free plan in BotStar because:

  • When you have added your members/clients to a specific bot, they will have the permission to access all the features based on your setup.
  • They are not able to create a bot inside your branded app.

Those are the reasons why your members/clients don’t need to upgrade their accounts in BotStar.

If you have any concerns, please feel free to leave a comment below or contact us through support@botstar.com. For more details on how we have helped our customers grow their business, you can view our use cases, blogs or join our BotStar community to learn and share new things 😊

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