> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat AI Agent FAQs

> **Who can use this?**
>
> * Gallabox users with Chat AI Agents created or being considered.
> * Roles: Owners and Admins (and roles with AI agent permissions) for configuration; Agent role for general usage questions.

## Creating and Configuring Agents

<AccordionGroup>
  <Accordion title="How do I create a Chat AI Agent?">
    <Steps>
      <Step title="Go to AI Agents and Bots">
        Go to **AI Agents and Bots** in the left navigation of Gallabox.
      </Step>

      <Step title="Click Create New → Chat AI Agent">
        Click **Create New → Chat AI Agent**.
      </Step>

      <Step title="Follow the 4-step wizard">
        Follow the 4-step wizard:

        * **Step 1 — Industry:** Select your industry or type a custom one
        * **Step 2 — Use Case:** Choose a use case (Lead Qualification, Sales, FAQ, etc.)
        * **Step 3 — Channel:** Select WhatsApp, Instagram, and/or Web Chat
        * **Step 4 — Business Details:** Provide a website URL or short description for the agent to learn from
      </Step>

      <Step title="Wait for the agent to be created">
        Wait for the agent to be created — the system generates role, goal, and instructions automatically.
      </Step>

      <Step title="Review and edit the agent">
        Review and edit the agent in the **Home** and **Settings** tabs.
      </Step>

      <Step title="Click Save to activate">
        Click **Save** to activate.
      </Step>
    </Steps>

    For full details on editing and refining the agent after creation, see the [Chat AI Agent overview](/ai-agents-and-bots/chat-ai-agent/overview#editing-and-refining-your-agent).
  </Accordion>

  <Accordion title="Why is my agent giving wrong or irrelevant answers?">
    The agent's answers depend on its instructions and Knowledge Base. To fix wrong answers:

    <Steps>
      <Step title="Review the agent setup">
        Go to **AI Agents and Bots → \[Your Agent] → Home**.
      </Step>

      <Step title="Check the Role, Goal, and Instructions">
        Review the **Role**, **Goal**, and **Instructions** fields — are they specific enough?
      </Step>

      <Step title="Check the Knowledge Base">
        Check the **Knowledge Base** — are the right documents uploaded and indexed?
      </Step>

      <Step title="Test the same question">
        Test in the **Test Widget** with the same question that gave the wrong answer.
      </Step>

      <Step title="Make the instructions more specific">
        Edit the instructions to be more specific about what the agent should and should not say.
      </Step>

      <Step title="Adjust chunking if needed">
        If the Knowledge Base is returning irrelevant chunks, try adjusting the chunk size and overlap in the Knowledge Base–level chunking settings — all documents in that knowledge base inherit them.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Agent Not Responding

<AccordionGroup>
  <Accordion title="My Chat AI Agent is not responding to messages">
    Check these in order:

    <Steps>
      <Step title="Is the agent active?">
        Go to **AI Agents and Bots** — the agent should show "Active" status.
      </Step>

      <Step title="Is the agent assigned to the conversation?">
        The agent triggers when assigned to a conversation. Check your assignment rules or manually assign the conversation to the agent.
      </Step>

      <Step title="Check AI credits">
        Check your [AI Wallet](/pricing-and-billing/ai-wallet) — if AI credits are exhausted, the agent won't respond.
      </Step>

      <Step title="Check session timeout">
        If the session has timed out, the agent stops responding. WhatsApp and Instagram default to 3 minutes, and the timeout is configurable. See [Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour#session-timeout-ttl).
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="The agent responded once but then stopped">
    The session likely timed out. WhatsApp and Instagram default to 3 minutes, and the timeout is configurable. See [Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour#session-timeout-ttl) for full session details.
  </Accordion>
</AccordionGroup>

## Knowledge Base Issues

<AccordionGroup>
  <Accordion title="The agent is not using my Knowledge Base">
    Check these in order:

    <Steps>
      <Step title="Is the Knowledge Base connected?">
        Go to **AI Agents and Bots → \[Your Agent] → Settings → Knowledge Base** and verify at least one Knowledge Base is connected.
      </Step>

      <Step title="Are the documents indexed?">
        Check the status column — documents should show **Completed**, not **Pending**, **Processing**, or **Failed**.
      </Step>

      <Step title="Does the question match the documents?">
        The agent only retrieves chunks that match the query. Try rephrasing the question to match the language in your documents.
      </Step>

      <Step title="Are the right chunks being retrieved?">
        Test in the **Test Widget** and check the agent's reasoning — it should show which Knowledge Base chunks it retrieved.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="My PDF uploaded but shows 'Failed' — what do I do?">
    The PDF is likely scanned (not text-based), password-protected, or corrupted — see the troubleshooting steps in [Add Data Sources](/ai-agents-and-bots/chat-ai-agent/knowledge-base/add-data-sources#faqs).
  </Accordion>
</AccordionGroup>

## Session and Timeout Issues

<Accordion title="The session ends too quickly — visitors are frustrated">
  Session timeout is a configurable default of 24 hours for WhatsApp/Instagram and 1 hour for Web Chat — see [Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour#session-timeout-ttl). You can change it in the agent's drop-off settings — in minutes (up to 59) or hours (up to 24). You can also reduce the need for long sessions by:

  <Steps>
    <Step title="Make responses more concise">
      Configuring the agent to be more concise in its responses
    </Step>

    <Step title="Hand off to a human">
      Using @assignTo to hand off to a human before the session would naturally time out
    </Step>

    <Step title="Continue on WhatsApp">
      On Web Chat, enabling the handoff to WhatsApp so visitors can continue on WhatsApp (which resets the session when they reply)
    </Step>
  </Steps>
</Accordion>

## Credits and Billing

<Accordion title="AI credits are being consumed too fast — why?">
  AI credits are consumed each time the agent generates a response, and also by Knowledge Base indexing — see [AI Wallet](/pricing-and-billing/ai-wallet) for how credits are consumed and monitored.
</Accordion>

## General

<AccordionGroup>
  <Accordion title="Can I use the same agent on WhatsApp and Instagram?">
    Yes. When creating or editing a Chat AI Agent, you can select multiple channels. The agent will handle conversations on all selected channels. Note that the session timeout (configurable default of 24 hours) and the 24-hour window apply to both WhatsApp and Instagram.
  </Accordion>

  <Accordion title="How do I test my agent before going live?">
    Use the **Test Widget** built into the agent editor:

    <Steps>
      <Step title="Go to your agent">
        Go to **AI Agents and Bots → \[Your Agent]**.
      </Step>

      <Step title="Open the Test Widget">
        Click **Test Widget** in the top bar.
      </Step>

      <Step title="Send test messages">
        Type messages as a visitor would — the agent responds in real time.
      </Step>

      <Step title="Review the session log">
        Check the session log to see what the agent did, what Knowledge Base chunks it retrieved, and what credits were consumed.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Related Articles

* [Chat AI Agent Knowledge Base](/ai-agents-and-bots/chat-ai-agent/knowledge-base/overview) — Setting up the Knowledge Base
* [Chat AI Agent Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour) — Session and timeout behaviour
* [AI Wallet](/pricing-and-billing/ai-wallet) — AI credits management
* [AI Agent Analytics](/ai-agents-and-bots/chat-ai-agent/ai-agent-analytics) — Tracking agent performance