The ones people look for in the wrong place
Most settings are where their page's name says. These are the exceptions — each has one home, and the page you might have tried first links to it at the bottom.
Answer from knowledge
Under Instructions, not Knowledge. Switch searching your knowledge on or off.
Procedures
Under Instructions › Procedures, not Actions. Step-by-step scripts for refunds, cancellations and other things it must not improvise.
Message limit
Under Instructions, not Channels. Stop answering a chat, email or WhatsApp conversation after so many messages.
Notes & text
Under Knowledge, not Instructions. Prices, plan limits, policies, FAQs — the facts it should quote.
Help centre & docs sync
Under Knowledge, not Actions. Zendesk Guide, Intercom Articles, Notion or Confluence, kept in step on its own.
Capture leads
Under Actions, not Channels. Take a name, plus a phone number or email when offered.
Open helpdesk tickets
Under Actions, not Handoff. Hand a customer to your team as a ticket in Zendesk, HubSpot or another helpdesk.
Connect a helpdesk
Under Actions › Connections, not Handoff. Zendesk, Freshdesk, HubSpot, Intercom, Help Scout, Gorgias or Odoo.
Zendesk Messaging
Under Actions › Connections, not Channels or Handoff. Answer first in your Zendesk Web Widget and apps, and pass chats to your Zendesk team.
Transfer calls to a person
Under Handoff, not Channels or Actions. Hand a live call to your cell or desk line when the caller asks for someone.
A person in chat & email
Under Handoff, not Actions. Let chat and email customers ask for a person, and tell them one is coming.
Business hours
Under Handoff, not Settings. When chat and email customers may ask for a person. Phone transfers ignore them.
Chat opening message
Under Channels › Website chat, not Instructions. The first message a visitor sees in chat.
Allowed domains
Under Channels › Website chat › Install, not Settings. Stop a copy of your snippet working on someone else's site.
Verified visitors
Under Channels › Website chat › Install, not Settings. Sign each logged-in user so the agent knows who they are.
Voice
Under Channels › Phone, not Instructions. The voice it speaks in on calls. Play a sample before you pick.
Phone greeting
Under Channels › Phone, not Instructions. What it says, word for word, when it picks up a call.
WhatsApp number
Under Channels › WhatsApp, not Actions. Connect a WhatsApp Business number from your Meta app, and its webhook.
Wording per channel
Under Channels › Website chat, not Instructions. Different instructions for chat, phone, email or WhatsApp, at the foot of each channel.
Name
Under Settings, not Instructions. What it calls itself, everywhere.
Version history
Under Settings, not Instructions or Channels. Every saved change — instructions, voice, transfer, the chat widget — and one click to put one back.
Delete this agent
Under Settings, not Overview. Delete it, with 30 days to undo; then its number and knowledge go. Conversations stay.
Overview
What is live, what is left to do.
Setup checklist
What is left before customers can reach it.
Try it in chat
Chat with the saved agent in a panel beside whatever page you are on.
Try it on a call
Talk to it in your browser, exactly as a caller would. No number needed.
Instructions
What it knows about your business and how to behave, on every channel, plus procedures.
Instructions
About your business and how to behave, on every channel.
Remember callers
Keep notes per customer across conversations.
Answer from knowledge
Switch searching your knowledge on or off.
Procedures
Step-by-step scripts for refunds, cancellations and other things it must not improvise. On the Procedures page inside Instructions.
Message limit
Stop answering a chat, email or WhatsApp conversation after so many messages.
Knowledge
The pages, files, Q&A and notes it answers from, and its unanswered questions.
Website
Crawl your site so it answers from your own pages.
Notes & text
Prices, plan limits, policies, FAQs — the facts it should quote.
Q&A answers
One question, the ways people ask it, one answer. Used ahead of pages and files.
Files
PDF, Word, Excel, CSV or HTML.
Help centre & docs sync
Zendesk Guide, Intercom Articles, Notion or Confluence, kept in step on its own.
Test a question
Ask like a customer and see what it would find.
Sources
What it has read — see the pages, remove one.
Unanswered questions
The questions it had no answer for, grouped by meaning, with the answer one click away. On the Unanswered page inside Knowledge.
Topics
Your own list of the subjects Analytics files conversations under. On the Topics page inside Knowledge.
Actions
Take a lead, book a meeting, look up an order, call your systems — and the accounts they use.
Capture leads
Take a name, plus a phone number or email when offered.
Book meetings
Put a meeting on your Cal.com calendar mid-conversation.
Call your API
Look something up or write it back to your own systems.
Open helpdesk tickets
Hand a customer to your team as a ticket in Zendesk, HubSpot or another helpdesk.
Answer billing questions
Plan, invoices, cancelling and the card on file, from Stripe, for the customer's own account.
Look up orders
Order status, product search and return requests, from Shopify.
Book on Calendly
Offer open times and book meetings on your Calendly.
Connect a helpdesk
Zendesk, Freshdesk, HubSpot, Intercom, Help Scout, Gorgias or Odoo. On the Connections page inside Actions.
Connect Stripe or Shopify
A restricted Stripe key, or your Shopify store's app credentials. On the Connections page inside Actions.
Connect Calendly
A personal access token, so the agent can book on your Calendly. On the Connections page inside Actions.
Zendesk Messaging
Answer first in your Zendesk Web Widget and apps, and pass chats to your Zendesk team. On the Connections page inside Actions.
Slack, Twilio and more
The tools being built next, and the ones set up with us. On the Connections page inside Actions.
API keys
The encrypted secrets your actions sign in with. On the Connections page inside Actions.
Handoff
When and how it brings in a person: live transfer, a person in chat, your hours.
Transfer calls to a person
Hand a live call to your cell or desk line when the caller asks for someone.
A person in chat & email
Let chat and email customers ask for a person, and tell them one is coming.
Business hours
When chat and email customers may ask for a person. Phone transfers ignore them.
Channels
Website chat, phone, email and WhatsApp — each with everything about it, from the chat widget to the voice.
Website chat
Switch the chat widget on or off, and see whether it is on your site. On the Website chat page inside Channels.
Chat opening message
The first message a visitor sees in chat. On the Website chat page inside Channels.
Suggested questions
One-tap questions a visitor sees before they type. On the Website chat page inside Channels.
Suggested follow-ups
Next questions under each reply, for visitors to tap. On the Website chat page inside Channels.
Answer ratings
Thumbs up and down under each reply in chat. On the Website chat page inside Channels.
Voice typing
A mic in the chat box so visitors can speak instead of type. On the Website chat page inside Channels.
Disclaimer
A line of small print under the message box, with one link if you like. On the Website chat page inside Channels.
Header & icon
The name, tagline and icon at the top of the chat. On the Website chat page inside Channels.
Colours & fonts
Theme, accent colour, typeface, text size and corners. On the Website chat page inside Channels.
Launcher
The button that opens the chat: colour, label, size, position. On the Website chat page inside Channels.
Embed snippet
The one line that puts it on your site. On the Website chat › Install page inside Channels.
Platform guides
Where the snippet goes on WordPress, Shopify, GTM and more. On the Website chat › Install page inside Channels.
JavaScript API
Open the chat from your own button, prefill a question. On the Website chat › Install page inside Channels.
Allowed domains
Stop a copy of your snippet working on someone else's site. On the Website chat › Install page inside Channels.
Verified visitors
Sign each logged-in user so the agent knows who they are. On the Website chat › Install page inside Channels.
Phone number
Get a number, forward your own line to it, or remove it. On the Phone page inside Channels.
Voice
The voice it speaks in on calls. Play a sample before you pick. On the Phone page inside Channels.
Phone greeting
What it says, word for word, when it picks up a call. On the Phone page inside Channels.
AI & recording notice
Tell callers they are talking to an AI and may be recorded. On the Phone page inside Channels.
Record calls
Keep the audio of each call, played back beside its transcript. On the Phone page inside Channels.
Rating question
Ask callers if they got what they needed, as the call ends. On the Phone page inside Channels.
Email address
The address customers write to, and who replies come from. On the Email page inside Channels.
WhatsApp number
Connect a WhatsApp Business number from your Meta app, and its webhook. On the WhatsApp page inside Channels.
Wording per channel
Different instructions for chat, phone, email or WhatsApp, at the foot of each channel. On the Website chat page inside Channels.
Tests
A simulated customer talks to it, and each conversation is graded.
Your tests
Each test's latest pass rate; run them again after a change.
Create a test
A customer to play, what has to happen, and what actions return. On the New test page inside Tests.
Settings
Its name, every earlier version of it, and deleting it.
Name
What it calls itself, everywhere.
Version history
Every saved change — instructions, voice, transfer, the chat widget — and one click to put one back.
Delete this agent
Delete it, with 30 days to undo; then its number and knowledge go. Conversations stay.