Frequently asked questions

Questions by topic

• Channels

  67 questions

  • Do I need WhatsApp to go live?
  • Which channel should I set up first?
  • Is Test chatbot a channel?
  See all Channels questions

• Website crawling

  33 questions

  • Why did my crawl return almost nothing?
  • Can Agentency crawl pages behind a login?
  • Which setting actually limits how much is collected?
  See all Website crawling questions

• Developer API

  30 questions

  • Is an API key the same as staying signed in?
  • I closed the dialog without copying the secret.
  • What expiry should I choose?
  See all Developer API questions

• Website widget

  42 questions

  • Where do I find the widget token?
  • Can I put the token in the script URL instead of an attribute?
  • Can I host the widget script on my own server?
  See all Website widget questions

• Troubleshooting

  40 questions

  • Does a wrong password lock me out permanently?
  • My authenticator codes are always rejected. Why?
  • I got the reset confirmation but no email arrived.
  See all Troubleshooting questions

• Knowledge base

  41 questions

  • Does the chatbot search the internet if my knowledge does not cover a question?
  • Why can't the chatbot answer from a file I uploaded a minute ago?
  • Which source type should I start with?
  See all Knowledge base questions

• Customers and leads

  32 questions

  • Does every conversation create a customer?
  • Why did Total customers not change when I changed the date filter?
  • Why does the same person appear twice?
  See all Customers and leads questions

• Billing and plans

  40 questions

  • Where do I find the current prices?
  • What is the most common reason to upgrade?
  • Does yearly billing raise any limit?
  See all Billing and plans questions

• Hosted chatbot page

  32 questions

  • Do visitors need an Agentency account?
  • Is the hosted link really available on Free?
  • It works for me but 404s for everyone else. Why?
  See all Hosted chatbot page questions

• Security and sign-in

  33 questions

  • I know my password but sign-in keeps failing. Why?
  • Do Google and password give me two separate accounts?
  • Why is there no 'remember me' checkbox?
  See all Security and sign-in questions

• Chatbots

  53 questions

  • Is the Playground the page visitors see?
  • Why does the preview not show my new colours?
  • Can I chat in the preview?
  See all Chatbots questions

• Conversations

  34 questions

  • Do my own test chats show up here?
  • Can I see every chatbot's conversations on one page?
  • What exactly does Mark all as reviewed cover?
  See all Conversations questions

• The Agentency website

  36 questions

  • Is the features page the same as the home page?
  • Does the features page say which plan includes what?
  • A feature is listed there but missing from my dashboard. Why?
  See all The Agentency website questions

• Analytics

  25 questions

  • What makes an answer count as successful?
  • Why is resolution rate always lower than success rate?
  • Is a rising handoff rate bad?
  See all Analytics questions

• Account and profile

  41 questions

  • Can I change my email address here?
  • Does my teammate see the company field?
  • Why does the page show Retry instead of my details?
  See all Account and profile questions

• Plugins and integrations

  73 questions

  • Is WooCommerce a separate plugin?
  • Will installing a plugin import my products?
  • My platform is not in the list. What now?
  See all Plugins and integrations questions

• Getting started

  35 questions

  • Is Agentency a chatbot platform or a help desk?
  • Do I need a developer to start?
  • Can one chatbot handle support and sales?
  See all Getting started questions

• Team workspaces

  31 questions

  • If I am signed in, am I always the workspace owner?
  • Can two people own one account?
  • Why can my teammate not see the chatbots I created?
  See all Team workspaces questions

• Instructions and actions

  63 questions

  • Should I paste my whole brand book in here?
  • Can an instruction teach the chatbot a fact?
  • Do instructions run Call actions?
  See all Instructions and actions questions