Question 1

Is the Playground the page visitors see?

Accepted Answer

No, it is dashboard-only — but it shows you what visitors see. Visitors get the hosted page at /agent/{handle} or the widget bubble on your site.

Question 2

Why does the preview not show my new colours?

Accepted Answer

It reads the saved chatbot. Save your changes on the Settings tab and the Playground updates.

Question 3

Can I chat in the preview?

Accepted Answer

No — the message box is part of the picture. Select Test it live, or Test Chatbot in the header, to talk to the real, trained chatbot.

Question 4

Where did Test Chatbot go?

Accepted Answer

It is a drawer, not an eighth tab. Select Test Chatbot in the chatbot header and it slides in over whichever tab you are on.

Question 5

Where are the numbers and the Needs attention panel?

Accepted Answer

On the Analytics tab, two tabs along from the Playground. KPIs, charts, Needs attention, Engagement, and Health & configuration all live there.

Question 6

What should I do with the Needs attention panel?

Accepted Answer

Read each question and decide whether it is a knowledge gap or a behaviour gap. Gaps go to Knowledge or a crawl; behaviour goes to Instructions, or a handoff if they wanted a person.

Question 7

Analytics says a knowledge update is re-syncing. Should I do anything?

Accepted Answer

No. The chatbot keeps answering with its previous content until the new content lands. Do not deactivate it — that would replace working answers with a not-found page.

Question 8

Why are all the numbers zero?

Accepted Answer

Nobody has chatted yet, including you. Send a message through Test Chatbot and the counters start filling.

Question 9

How is this different from the Dashboard home?

Accepted Answer

The Dashboard home sums every chatbot in the account. This tab is one chatbot, over the range you pick, with its own Needs attention list and health card.

Question 10

Does activating train the chatbot?

Accepted Answer

No. Activation only opens the door for visitors. Knowledge has to be added and finish training separately, and an active but untrained chatbot tells visitors it is not ready.

Question 11

Is pausing the same as deleting?

Accepted Answer

Not at all. Pausing keeps knowledge, conversations, customers, settings, and the handle, and is reversible in one click. Deleting is permanent.

Question 12

Should I pause while knowledge is re-syncing?

Accepted Answer

Usually not. During a re-sync the chatbot keeps serving its previous answers, so pausing would replace working answers with a not-found page. Pause only when the current answers are actively wrong.

Question 13

Does pausing reduce my bill?

Accepted Answer

A paused chatbot answers nothing, so it spends no message credits, but your plan and its price are unchanged. Change the plan under Settings → Billing.

Question 14

Can I activate on the Free plan?

Accepted Answer

Yes. Free chatbots can be activated and shared through the hosted link. What Free does not include is the website widget, plugins, and messaging channels.

Question 15

Does renaming break my public link?

Accepted Answer

Yes. The handle in /agent/{handle} is derived from the name, so a rename retires every shared link, QR code, and iframe pointing at the old address. Recopy the link from Channels afterwards.

Question 16

Does renaming break the website widget?

Accepted Answer

No. The widget boots from a token rather than the name, so an embedded bubble is unaffected. Only link-based and iframe-based surfaces break.

Question 17

Can I keep a stable public address while renaming?

Accepted Answer

Yes — set a custom handle instead of relying on the display name. That is the right tool when your internal name and your public URL should differ.

Question 18

Can two chatbots share a name?

Accepted Answer

Not at create time; a duplicate is rejected with a name-already-exists error. Give each a qualifier such as "Support — EN" so both your team and your URLs stay unambiguous.

Question 19

Why is Save changes greyed out?

Accepted Answer

Nothing has changed yet, or the name is empty. The description is capped at 500 characters and the name at 255.

Question 20

Why did the widget not pick up my new colours?

Accepted Answer

Colours are fetched from the chatbot rather than baked into the snippet, and the widget caches that configuration briefly. Hard-refresh, and confirm you are not serving your own copy of the widget script.

Question 21

What image should I upload as an avatar?

Accepted Answer

A square image, roughly 512 by 512, in JPG, PNG, GIF, or WebP and under 5 MB. It renders in a circle, and a transparent background usually looks best against a coloured header.

Question 22

Does this change my dashboard theme?

Accepted Answer

No. Dark mode and dashboard language are under the sidebar's Settings → Appearance. This tab only changes what visitors see.

Question 23

Where are the font settings?

Accepted Answer

On Settings → Messages & language, next to the text they apply to. The preview here shows the font you saved there.

Question 24

Does the primary language limit which languages the chatbot replies in?

Accepted Answer

No. The chatbot answers each visitor in the language they wrote in. The primary language sets the default message copy and the text direction of the chat.

Question 25

What makes a good fallback message?

Accepted Answer

One apology at most, a real next step, and no promise of a human unless somebody is genuinely on call. Naming what the chatbot can help with recovers a lot of dead ends.

Question 26

Where do I write a rule like "never mention competitors"?

Accepted Answer

Settings → Instructions. The welcome message is literal text shown to visitors, not a rule the chatbot follows.

Question 27

My fallback message fires constantly. What now?

Accepted Answer

That is a knowledge problem rather than a wording problem. Open Analytics → Needs attention to see the exact questions that failed, then fill those gaps.

Question 28

Why is my preferred font missing?

Accepted Answer

The list is curated per script — Latin fonts for Latin-script chatbots, Arabic fonts for Arabic. Custom font uploads are not supported.

Question 29

Where do suggested messages appear?

Accepted Answer

Above the message box in the website widget, on the hosted chatbot page, in Test Chatbot and the Playground tab, and in the live preview beside the editor — the same list, in the same order, everywhere.

Question 30

Why did the suggested messages disappear after the first message?

Accepted Answer

That is the default. Turn on Keep showing suggested messages in Settings → Suggested messages if you want the row to stay for the whole conversation.

Question 31

Does Generate with AI use my message credits?

Accepted Answer

It needs your account to have credits and the chatbot to be within budget, but a generation does not spend a credit. Nothing it drafts is saved until you press Save changes.

Question 32

How many suggested messages can I add?

Accepted Answer

Up to eight in the row. A nested message holds one to six options. Every message and option is capped at 120 characters.

Question 33

Can I write suggested messages in more than one language?

Accepted Answer

No. There is one set per chatbot, written once in its primary language, and the same chips are shown as-is on every host page — including a widget or hosted page whose language the site has switched. Write them in the language most visitors open with and keep them short; the chatbot still replies in whatever language the visitor uses.

Question 34

Is a suggested message the same as a Button action?

Accepted Answer

No. A suggested message sends text into the chat as if the visitor typed it, before they have written anything. A Button action is a link the chatbot offers under a reply. Suggested messages do not count against your Call Action allowance.

Question 35

Why is there no model picker or temperature slider here?

Accepted Answer

The model has its own AI model card on the chatbot's Playground tab: Free uses the Agentency AI model, paid plans can pick another. Temperature and sampling stay platform-owned, and posting a model or temperature with the chatbot's settings does nothing.

Question 36

Should I choose Short or Long?

Accepted Answer

Short suits a chat bubble and closed factual questions; Long suits documentation portals and answers with conditions attached. If Short replies keep triggering a follow-up question, switch to Long.

Question 37

I turned reference links on and no links appear.

Accepted Answer

Links can only be shown for knowledge crawled from a website. Uploaded files and pasted text have no address to link to, so nothing appears no matter how the toggle is set.

Question 38

Does a longer response cost more credits?

Accepted Answer

No. Credits are charged per answer at the chatbot's AI model rate (1X = one credit), never per word. Long Response simply produces more text per turn.

Question 39

Where do I paste my OpenAI key?

Accepted Answer

Nowhere. There is no bring-your-own-model path. The keys under Settings → Developer are for calling the Agentency API from your own code.

Question 40

Will this delete my whole Agentency account?

Accepted Answer

No. That is a different button under the sidebar's Settings → Account → Danger zone. This removes one chatbot and leaves your account, plan, and other chatbots intact.

Question 41

Do conversations survive for reporting?

Accepted Answer

No. Conversations, captured customers, knowledge, and channel connections all go with the chatbot, and account-wide analytics no longer include them.

Question 42

Why can't I see the delete button?

Accepted Answer

Editors cannot delete chatbots — only Admins and the account owner can. Viewers do not see the control at all.

Question 43

Does deleting free a slot on my plan?

Accepted Answer

Yes, immediately, so you can create a replacement. It does not refund credits already spent and does not change your subscription.

Question 44

I deleted the wrong chatbot. Can support restore it?

Accepted Answer

No. There is no recycle bin and no undo. Recreate the chatbot and re-upload its sources.

Question 45

Does finishing training activate the chatbot?

Accepted Answer

No. Nothing activates a chatbot for you — that is deliberate, so a half-configured chatbot cannot greet a customer by accident.

Question 46

How do I tell an activation problem from a training problem?

Accepted Answer

By the symptom. A not-found page is always activation. A "not ready yet" reply is always training. A missing widget bubble is neither — that is plan or allowed domains.

Question 47

Should I deactivate while a crawl or re-sync runs?

Accepted Answer

No. Updating and needs-retraining both keep serving the previous good answers. Deactivating would swap working answers for a not-found page.

Question 48

The link 404s but Test Chatbot works. Why?

Accepted Answer

The chatbot is still a draft. Test Chatbot is the owner's private door and does not need activation; visitors do.

Question 49

Can a Free chatbot be fully ready?

Accepted Answer

Yes — activated, trained, and answering real visitors on the hosted link. Free excludes the website widget, plugins, and messaging channels, and caps knowledge at 400 KB per chatbot.

Chatbots FAQ