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Chat Migration FAQs

Everything you need to know about switching to the new AI-powered chatbot, including key dates, what changes, and how to swap the embed code before November 20.

What dates should I be aware of

  • October 13-27 - Your Customer Success Manager will email you a new embed code for the new chatbot
  • October 13-November 20 - Optional testing period / Swap out embed code for the new chatbot to go live when you’re ready - we are ready when you are!
  • November 20 - Last day for new chatbot to go live by swapping out the embed code

Why are you changing this? Is something wrong with the current chat?

  • Nothing is wrong with your chatbot. The third-party platform that hosts your chatbot will no longer support the version we use. To ensure this won’t happen again, we've built our own platform to host your chatbot and AI knowledge base, so we control the roadmap from here. To avoid disruption, all customers need to replace their embed code by November 20th.

Can I skip this?

  • No. The current platform your bot runs on is being retired, so doing nothing would result in a blank chatbot widget with no functionality appearing on your site in place of your current chatbot.

When do I need to do this?

  • We will send you the code snippet between October 13and 27. You need to embed the code on your website between the time you receive it and November 20th, and email support@hellomongoose.com once complete.

What if I want to test the new chatbot?

  • You can, while your live chatbot keeps running. Simply place the embed code we will send to you between October 13 and 27 on a test page anywhere on your website. From there, you can preview the new chatbot and even engage with it yourself on the test page. Your existing chatbot won't be affected until you swap out the embed code sitewide, or on targeted URLs depending on your chatbot setup.

What should I do if the chatbot is answering questions incorrectly

  • Once your testing is complete, reply all to the email that the embed code was sent from your CSM with our support team in copy. Provide the question that was asked to the chatbot, the chatbot’s answer and the correct information to train the chatbot on so it knows how to answer it moving forward. This should either be the URL on your website that the answer to the question lives on, or supporting documentation that answers the question the bot was asked.

What Changes For You

Will my chatbot look or behave differently?

  • Behavior: yes. Today's chatbot walks site visitors through menus and buttons. The new bot experience is completely AI, so visitors ask questions in their own words and it reaches the same outcomes without using the prior menu/button functionality.

Will this impact the visitor experience?

  • For visitors, this generally means a more natural, conversational interaction - they can type what they need instead of clicking through a decision tree, and the bot can handle a wider range of phrasing and questions. Visually, nothing changes unless you want it to. Your widget and styling stay as they are today, and colors, greeting, and avatar remain configurable if you'd like to adjust them.

Does this affect live chat too?

  • Live chat continues to work the same way. Your staff use the same Mongoose interface, get the same notifications, and take over a conversation exactly as they do now. When a person replies, the AI steps back.

Do I lose my history or reporting?

  • No. Your existing conversations are migrated so they appear in Mongoose alongside new ones, and reporting and exports continue to work.

Do my integrations still work?

  • Yes. The exports that feed your CRM and student systems carry over.

What if I have multiple chatbots or teams?

  • Everything carries over from your old chatbot. Multiple teams are supported.

What You Need To Do

Why do I have to change the embed code?

  • The new chat is a different piece of software, so it needs its own script tag. It's a one-time copy/paste installation, either added directly to the site or installed with GTM. After that, everything (branding, behavior, content) is controlled from our side.

What exactly do I need to do?

  • You'll need to swap in a few lines of code on your website or CMS. We'll send you the exact snippet ahead of time, and whoever has edit access (often marketing or IT) can paste it in.

What if I have my chatbot embed code installed on individual URLs instead of the head of our website?

  • You’ll replace the embed code on the individual URLs only. Reach out to your Customer Success Manager if you need a list of the current URLs that your chatbot lives on.

After the swapping the Embed Code

What if my chatbot isn’t showing up?

  • Clear your cache/cookies and do a hard reset of your browser.
  • Contact support@hellomongoose.com and they will advise you on next steps.
  • If necessary, you can re-add the old embed code. We deliberately keep your old chatbot live for a period after the migration as a safety measure.