Help with your agent

Use your WhatsApp or Instagram agent’s management Space to edit its profile and working rules. Keep its product, price and FAQ documents up to date. For a record-keeping task, identify the correct spreadsheet and fields to fill.

For a direct Google Chat agent, request work in the relevant Space and identify the files it should use. A customer agent’s management area serves a different purpose from its WhatsApp or Instagram conversations.

An agent’s operating preference and channel connection are shown separately. An Active preference alone does not show that the phone’s WhatsApp session is still connected. If disconnected, follow the card’s reconnection step and scan a requested QR code from linked devices on the correct phone.

If the status cannot be confirmed, refresh it first. For Instagram, check the connected account and messaging permissions; for Google, check the account and Workspace access. If an action’s outcome is unclear, check its latest execution and delivery status before repeating the request.

Use the agent’s pause control when you want to stop customer responses. Check its connection, profile and information sources before starting it again.

Pausing does not sign out of the connected account or erase previous data. To remove account access, also use the connection settings on the relevant platform.

Send a short description to [email protected]. If you include a screenshot, redact customer information and confidential values.

• The channel and affected agent; account email if needed.
• Date, time and time zone.
• The expected result and the error you saw.
• The shortest steps needed to reproduce the issue.

If you see an unfamiliar session or action, check linked devices and account access. Remove unwanted connections on the relevant platform and email [email protected] with the subject “Security report”.

Include the time of the event and the affected agent. Describe the issue without secret credentials and hide customer information before attaching evidence.

Manage Google permissions in your Google account, and WhatsApp linked devices and Instagram app access on those platforms. Removing a connection does not delete sent messages or created Drive files.

Send access, correction or deletion requests to [email protected]. Identify the account, channel and action you want. After verifying your identity, we handle the request and explain the actions taken and any records that must be retained.