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FAQ

This page answers the questions that come up most often, with a short answer and a link to the full instructions. For term definitions, see the Glossary.

Agents​

How do I create an agent?​

Go to AI Agents > Agents and click Create new agent, or Create with wizard for a guided setup. See Agents and Create an Agent with a Wizard.

How do I restart an agent?​

There is no separate restart button. In Simple mode, click Save — the agent restarts automatically. In Advanced mode, click Stop agent, wait for Stopped, then click Start agent. See Restart after configuration changes.

My agent changed behavior is not taking effect. Why?​

The most common cause is a missing restart. Save in Simple mode (which auto-restarts) or stop and start the agent in Advanced mode, then test again. See Agents.

My agent shows the Error status and will not start. What do I check?​

Open the agent's three-dot menu, select Show Logs, and read the Backend tab for the failure. If the agent is stuck in Starting, click Force stop agent first. See View agent logs.

What is the difference between Simple mode and Advanced mode?​

Simple mode is a form-based setup across four tabs — Instructions, Knowledge Sources, Channels, and Conversation Results — with no prompts or code. Advanced mode gives full control: raw prompts, a YAML workflow, tools, and model selection. Both configure the same agent, and you switch with the Advanced mode toggle. See Simple mode and Advanced mode.

Channels​

How do I connect my website?​

Use the web widget. Turn on the Web widget section on the agent's page, configure its appearance, and copy the embed code into your site's HTML. See Web Widget.

Can two agents share one Telegram bot?​

No. One inbound agent handles a bot's incoming messages — otherwise several agents would answer the same customer. To put more agents on Telegram, create a separate bot and connection for each. See Telegram.

Can my agent handle phone calls?​

Yes, through a voice channel. Connect SIP or Twilio in Settings > Channels and attach it to the agent. See Channels.

Knowledge​

What file types can knowledge sources ingest?​

File sources accept PDF, DOCX, TXT, MD, XLSX, CSV, and HTML, up to 100 MB per file. You can also add plain text (up to 50,000 characters per source), public websites, and YouTube videos. See Knowledge Sources.

Do I need to restart the agent after changing knowledge?​

No. Once a source is indexed and shows the Ready status, connected agents use the new content. Re-index a source if it shows Modified or Error. See Knowledge Sources.

Testing and monitoring​

How do I test an agent without real customers?​

Use the Playground. You chat with the agent exactly as a customer would — in a panel on the agent page in Simple mode, or on the full AI Agents > Playground page — without connecting a channel.

Where do I see what my agent answered?​

Open the Sessions screen to read any conversation, the collected results, and the logs behind it. For everything about one customer across channels, use 360 View.

Human handoff​

How do I hand a conversation to a human?​

Two ways. Turn on Allow human handoff on the agent's Instructions tab so the agent escalates when its conditions are met, or click Hand over to the operator on the Sessions screen for an active conversation. Handed-over conversations land in the Human Agents workspace. See Simple mode.

Campaigns​

What is the difference between Flows and Python campaigns?​

Flows is the visual builder for outbound campaigns and covers most scenarios without programming. Python campaigns are the legacy, code-based system for scenarios that need custom Python logic. Use Flows for new campaigns; see Python campaigns to maintain an existing one.

How does my agent start a conversation instead of waiting for the customer?​

Outbound conversations are started from a campaign in Flows, or one at a time from a customer's profile with Start conversation in 360 View.

Billing

What is a session, and how is it billed?

A session is one complete conversation between a customer and an AI agent — the same unit shown on the Sessions screen. For billing, each billable session covers a 24-hour window, so a conversation longer than 24 hours counts as more than one billable session. See Billing.

How long is the free trial?

New tenants start on a free trial — by default, 14 days and 50 sessions. When it runs out of days or sessions, agents stop accepting new sessions until you subscribe to a paid plan. The trial is available once per tenant. See Billing.

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