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Written guide

Feature setup and usage · Administrators, team supervisors and developers

Chat directly with an AI Employee, assign work and communication channels, follow its reports in Workspace, and supervise its actions. Build reusable roles and shared guidance for a team of employees. Configure AI Assistant separately for conversations, knowledge, tools, channel routing and human takeover.

This companion follows the product's controls. The screenshots include earlier training records; their names are examples, not a business process you need to reproduce. Keep the employee, assistant and conversation you select consistent within each procedure.

1. AI Employees: find the controls

How the two AI roles fit together

GPT-generated concept illustration—not an application screenshot. The two roles have separate configuration. The picture emphasizes their main teaching paths; it does not mean an employee cannot handle customer communication.

An AI Employee is a named member of your organization with an identity, a job description, permissions and a connection to the runtime that executes its work. You can talk to it in Chat, involve it in Workspace and inspect its work. Instructions explain what it should do; permissions determine what it can access. Approval policy determines which actions must wait for a person's decision.

An AI Assistant has conversational instructions, knowledge and tools, and can be connected to supported conversation channels. Its editor test is useful before connecting the real customer-facing channel. Passing that test alone does not demonstrate that the website widget is routed correctly or that a person can take over.

The course follows these paths separately: create and connect the employee → set access and supervision → use its collaboration and channels, then configure the Assistant → test its behavior → connect the website conversation and verify human takeover. The screenshots in the following chapters show the actual controls for each step.

Before you begin

Sign in to Studio Manager with the organization you want the AI to work in. Use an account permitted to open AI Employees and AI Assistant and to manage the intended users/groups. If either menu is missing, have an administrator review Configuration → Role & Permission → Menu access and your group membership; an organization’s name is not a collaboration Workspace.

For the employee path, prepare an actual supervisor selected from the organization’s people, the smallest role/group needed for its work, and a working employee runtime. Connection tells you whether the installation can provision that runtime; you do not need to invent an API key or buy a phone number to test direct Chat. Phone and email are optional channel chapters with their own prerequisites.

For the Assistant path, prepare a short factual answer in Custom knowledge and begin with None — it only talks. This gives you a clear first configuration test before enabling tools. Have a website you can edit and a separate visitor browser only when you reach website routing. A passing editor test alone does not connect a website.

Complete the employee setup through chapter 05, then use chapter 12 for direct Chat. Chapters 06–11 explain knowledge, reusable setup, assignments and supervision. Chapters 14–15 add mailbox/phone connections when needed. Chapters 17–22 cover the separate Assistant and its website handoff. Existing screenshots show recorded local examples; use your own names and identities, not the sample business’s policy.

In Studio Manager, expand AI, IVR, Automation → AI Employees. Each employee has its own role, user identity, access and work queue. The connected runtime performs its work. Employee cards show status, recent connection, activity, queue counts and today's recorded AI spend. Select a card to open that employee.

The employee's own tabs are Overview, Work, Instructions, Memory, Phone & Voice, Approvals, Config, Profile, User and Connection. User appears when a linked user exists. Tabs can move into More when space is limited. Organization Approvals holds requests; employee Approvals sets policy.

AI Assistant is a separate module. Saving an employee does not configure an assistant. The toolbar AI Agent is also a separate team-facing helper.

2. Create an employee and define its role

Select New AI employee. Under Who it is, enter:

Under Its job → Job description, describe the AI's standing responsibility and how it should work. This text guides behavior; it does not grant access.

Review Listens to and select the additional channels you want it to monitor. The choices come from the installed schema. Direct messages, mentions and assigned work also appear in the employee's operating information. Configure hours and limits as described next, then select Create. The saved employee starts as Draft and opens Connection.

Use Config to edit an existing employee. Profile summarizes its job, supervisor, listening channels, active assigned email accounts, sign-in identity, phone numbers, working hours, budget, concurrency, attempts and runtime. Profile's Config button returns to editing.

Save and recovery checkpoint: Name is required; the current Create button is disabled while it is blank or a save is running. Wait for organization defaults to load before reviewing the form. A template can prefill the job without filling Name or Reports to. After Create, note the saved identity and return to Employees to locate that same record before retrying an uncertain save. Draft is expected at this stage; it is not a failed hire.

Created local rehearsal employee: Draft, not provisioned and Never connected. Setup identifies Given access as the next step; creation alone has not made an operational employee. Captured 2 October 2026 in the authorized local training organization.

3. Set working hours, workload and budget

Open Config → Working hours & budget:

1. Leave Works around the clock enabled for continuous availability, or disable it and select Days, From and Until.
2. Set Timezone for that schedule.
3. Set Jobs at once for simultaneous work and Attempts per job for retry allowance.
4. Enable Daily budget limit — stops for the day at a set AI spend if required, then enter Daily budget.
5. Select Save and read the resulting values in Profile.

Disabling the budget limit is different from entering zero. The budget governs configured AI execution spend; it is not an Appmint user licence.

On Overview, AI spend today also has a Limit switch and an editable budget amount. Save the changed amount with its checkmark or cancel the edit. When a positive budget is running low or exhausted, a banner offers Add credit for today and Reset today's spend. These alter today's allowance or recorded spend counter. They do not fix a provider connection or record-permission problem.

Read the activity and shift information when work is waiting; an employee outside its schedule is different from a disconnected worker.

Check the saved schedule: Reopen Profile after saving and compare days, From/Until and timezone with your intended availability. If a job waits outside hours, inspect those settings before recreating it. Jobs at once limits concurrency; it does not promise every queued item starts immediately. Check Connection, hours, budget and approval state as separate possible blockers.

Saved weekday hours read back after reload: 10:00–16:00, America/Chicago. This employee remains an unprovisioned draft; schedule persistence is verified, runtime scheduling is not. Captured 2 October 2026 in the authorized local training organization.

4. Give access and manage the linked user

Concept illustration generated with GPT. An administrator configures these settings for the employee; the employee does not grant itself permissions.

For example, writing “review customer records” in the job description does not make those records accessible. Give the linked user the appropriate role or group, then verify the intended access. Separately, choose which supported actions require approval. If an action is waiting for approval, changing the job description does not approve that request; use the approval controls in chapter 11.

Open Overview → Access → Change access, select the required groups, then Save access. The card shows the exact linked identity, assigned groups and login state. The employee retains its AI group; additional groups supply the permissions it needs.

To define a new role and group:

1. Open Configuration → Role & Permission → New Role. Name the role, configure the intended record and menu permissions, and select Create role. Existing roles use Save role.
2. Open Configuration → User, Group → User Groups → Create Group. Name the group and select the saved role under Roles this group grants.
3. Return to Overview → Access → Change access, refresh if needed, select the group and Save access.
4. Open the employee's User tab to inspect its linked user profile. Match its identity with the Access card before making account changes.

A group or role name does not itself restrict records. A broad Read grant is not proof of collection-specific or single-record access. Menu visibility and record permissions are separate controls. See the group lesson, custom-role lesson and record-permission lesson.

5. Connect the execution service

Open Connection, or More → Connection. Setup lists readiness steps. Provider identifies the runtime; Agent reports sign-in and recent contact.

After granting access and preparing the provider, select Switch on. Refresh Connection and read the worker's sign-in and last contact. Working with Has not signed in yet means activation and worker contact are not both complete. A completed automatic Your setup changed job does not establish that a separate assignment finished.

For an External employee, select Issue sign-in. Transfer API, orgid, Email, Password and Authenticator secret into that worker's private configuration, then select Done. These values are shown once. Its login is locked until it is switched on and whenever it is paused. Issue a new sign-in invalidates the old password and authenticator; update the worker too.

Runtime installation belongs to the operator. A session manager on another host still uses Session manager, not External. See the AI Employees runtime/API reference for provisioning, hello, briefing, work leasing, progress, approvals and completion. A generic chat connection does not implement that lifecycle. Existing connection-readiness evidence demonstrates the recorded service, not every installation.

Connection recovery: Read the first incomplete Setup step and the inline error from Provision or Check provider. Provision is offered while the employee lacks an external provider identity; once an identity exists, use Check provider rather than creating another employee. Confirm both the Provider state and Agent last contact. If sign-in has never occurred, verify that the runtime is actually running and has the current credentials; if credentials were rotated, replace the worker’s old values. Stub is not a fallback for completing real work. Keep the failed response visible for support rather than narrating Working as a successful connection.

6. Configure company guidance and shared knowledge

Open organization Settings. Each section shows whether it inherits platform values or uses an organization override. Select Customise for my organization, edit the section and select its Save. Use platform default removes that section's override and restores inheritance; it differs from clearing an individual field.

In Company profile, set About the business, Tone, Always (one per line) and Never (one per line). Keep employee-specific responsibilities in the employee's job description.

In Knowledge base, use either route:

A Custom source here is a reference field. Written entries holds the text itself. Collection uses Choose a collection…; Document uses Choose a document…. Reopen saved entries to inspect their contents. The connected runtime must be able to retrieve referenced content; saving a reference alone does not establish retrieval.

Company profile and Knowledge base have their own Edit/Save scope. The sample’s “Never” rules belong to that historical training organization; do not copy them as Appmint’s mandatory policy. The AI team Workspace shown above is a separate reporting destination.

Small first knowledge check: Add one Written entry with a title you recognize and one accurate product fact. Save the Knowledge base section, leave Settings and reopen it. Ask the connected employee a question requiring that fact in direct Chat. If it cannot answer, compare saved entry scope and runtime briefing/access before adding duplicate sources. A Custom reference and a Written entry are different inputs.

Current Knowledge base editor separates referenced Sources from Written entries and has its own Save/Cancel controls. This read-only inspection did not change or save the section. Captured 2 October 2026 in the authorized local training organization.

7. Set new-hire defaults and escalation

Under Defaults for new AI employees, customize Runtime, Timezone, Daily budget and Around the clock. Review approval defaults for calls, deletion, messaging many people, money, and users and permissions. Choose Ask a person first or Let it go ahead, then save.

These are starting values for future hires. Changing them does not migrate an existing employee's runtime. Read that employee's Connection → Provider; Config is not a provider-migration form.

Under Escalation, select Contact as the fallback when an employee has no supervisor. Choose When stuck:

• Ask and wait retains the need for a person's response.
• Give up the job with a note ends the job with an explanation.
• Stop until someone resumes it pauses further operation.

Save the section. Keep escalation behavior separate from deciding an individual approval request.

Confirm which employee changes: Save a defaults section, then open New AI employee and inspect its initial values without creating a duplicate hire. Compare an existing employee’s Config separately. Defaults prepare future hires; they are not a bulk migration. Choose a real Escalation Contact when the employee has no Reports to person, and verify the recipient through an actual controlled escalation before promising delivery.

Current new-hire defaults editor exposes runtime, timezone, budget, hours and approval defaults. Cancel was used: no organization-wide setting changed. Inspect the timezone deliberately because the displayed editor value may differ from the inherited summary. Captured 2 October 2026 in the authorized local training organization.

8. Maintain shared and employee instructions

Open the organization Instructions tab. Add an instruction, enter its title and content, then choose its audience under For: All AI employees, Only these, or All except these. Select employees when the audience requires them.

Use On to enable or disable it. Move up and Move down change order. Remove changes the draft list. Save persists pending changes; Discard restores the saved list. Reopen to confirm the intended order and audience.

Inside an employee's Instructions, the employee's job and Every AI employee are separate views. Edit its own job text and Save to change its standing responsibility. The shared view exposes organization instructions. Shared guidance is read before the employee's own job description.

9. Create and use employee templates

Open Templates. Cards identify Platform templates and Your organization templates.

• Hire opens employee creation with the role prefilled. Complete its identity, supervisor and configuration, create it, then grant access and connect its runtime.
• Copy creates an independent template draft from the selected role.
• New template starts a definition from scratch.
• Your own templates offer Edit and Delete; platform templates can be copied into your organization.

The template editor contains Title, Category, Job title, Suggested access, Summary and Job description. Suggested access is a comma-separated list of group names as a setup hint; it does not assign permissions. Select Save template and reopen it. Each employee created from a role has its own configuration and user identity.

Hire starts a new employee; Copy starts an editable template. Only your organization’s card exposes Edit/Delete in this capture.

This is an unsaved hiring form, not a connected Receptionist. Review the inherited job and listening switches, enter Name and choose Reports to before Create.

10. Give work and manage the queue

Select Give work. Enter a request whose first line provides a recognizable job title. A short product-only check can be: “Describe your configured role in one sentence.” This checks a direct assignment without introducing a separate business workflow.

To supply context:

1. Select Records, choose the record type, search, select records and choose Attach. Use Change to choose another type.
2. Select From files to pick an existing file. In the recorded picker, the checkmark over the document icon attaches it; the small card checkbox selects file-management operations instead.
3. To upload through the picker, use Upload → Select files, choose visibility, and wait for the uploaded item to appear. Select the actual uploaded file.
4. Add an optional note beside an attachment. Use its remove control to detach it.
5. Set priority and select Send, or use the displayed keyboard shortcut.

Use employee Work for its queue or organization All work for the team. Filter by status, use Find a job…, select Refresh, and page with Previous / Next when available. Check-ins includes periodic check-in activity, including checks that did no work.

Open a row to inspect the request, source, priority, attachments, cost, Result and What it did. Attached record links open the record; file links open the selected file. Review the actual result rather than treating a completed status alone as correctness.

Unfinished work offers Cancel job. Failed or cancelled work offers Put back in the queue. Read the previous actions and failure first: retrying does not undo an earlier change. If an attachment cannot be read, correct its runtime access or supported retrieval route; do not make private material public as a workaround.

First-use verification: Begin with the one-sentence role question without an attachment. Open that named item in Work and compare Result to the saved role. Only then add a record/file in a separate request. If the job is queued, inspect Connection, hours, limits and Approvals; if failed, inspect What it did before Put back in the queue. The automatic Your setup changed item has another purpose and must not be used as the result of your named request.

11. Set approval policy and decide requests

Open employee Approvals → What needs your OK. Set Ask me first or Go ahead for Phone calls, Delete something, Message many people, Money and Users & permissions. These category choices save immediately.

When Money is allowed, …but still ask above adds a threshold. A positive amount asks above that amount; 0 means never ask for the allowed category. Save a changed threshold with its separate Save button.

Actual requests appear in organization Approvals, Overview's Waiting on you, and the work detail. Read the proposed action, employee, task, amount and details. In the work detail, add an optional note, then Approve or Reject. Return to the same work item to see what happened next. Approval authorizes continuation; it does not prove an external action completed.

A controlled decision-only rehearsal can verify decision delivery without sending, paying or deleting. Use a unique request summary and an explicit instruction to perform no external action. The existing rehearsal result demonstrates this limited path. Matching requests can share a decision, so inspect affected work rather than assuming repeated identical requests are independent.

Approval reuse: check the actual request

Appmint can reuse an earlier approval for a request it considers the same, including across jobs. In the local walkthrough, two different temporary-note requests were treated as the same and the second did not wait for another decision. Inspect the work history: “Already approved … (same request on another job)” identifies this path. Do not assume every new assignment creates a new approval prompt. The overly broad match is logged for application review.

12. Chat and collaborate in Workspace

Talk directly to the employee

Direct Chat is a conversation with one employee. Workspace is the shared place where the team can see discussions, tasks and reports. Use direct Chat for a quick question; use Workspace when colleagues need the same context.

1. Open AI Employees → Employees and select the employee you created. In Overview → Access, note its linked identity so that similarly named users are not confused.
2. Choose Chat in the employee header. Check that the conversation header names that employee before typing.
3. In Type a message…, ask a short configuration check such as “What is your role, and who do you report to?” Select the send control. This example checks your setup without assigning a business-specific task.
4. Read the reply in the same conversation. Compare its role and supervisor with Config/Profile. A sent bubble is not yet a response. If it does not answer, inspect Connection, status and working hours before sending duplicates.

The historical reply screenshot below uses an earlier enquiry example. Its purpose here is to identify the direct conversation and returned reply; you do not need to reproduce that company's enquiry policy. Supply relevant record context for later work rather than assuming attachments carry into every conversation.

Choose the shared team destination

Return to the AI Employees organization tabs (not the employee's own Config tab). Open Settings → AI team workspace. Use Choose one to select an existing workspace, Create a new one to create one, Change to change the destination, and Open to enter it. Overview also links to the team's workspace.

The top card is the Workspace destination. The Company profile below is a separate shared-guidance setting; its historical example policy is not required for Chat or Workspace setup.

1. After selecting a destination, check its saved name in AI team workspace and choose Open.
2. In that Workspace, open Members and confirm the intended people and employee identity. Then select Activity for the shared conversation.
3. Address the employee using its exact mention identity in the composer, or assign it a task using the Workspace task controls. For the first check, ask the same short role question; do not send an untargeted announcement and assume all employees will act.
4. Submit once and inspect the employee's reply in Activity. Compare its author with the intended employee. Team visibility and actual employee response are separate checks.

Workspace gathers goals, tasks, meetings, reports and approval activity. Assign work to the employee or mention its exact linked identity in a discussion, then inspect its actual reply or report. The Access card supplies the identity. An ordinary group message does not automatically queue work for every AI member.

The Workspace course covers its task, meeting and agenda controls.

Direct Chat checkpoint: Read the employee’s exact linked email in Overview → Access before opening Chat. Send the role question once, then verify the reply in that conversation. A shared Workspace message must mention or assign the intended employee; membership alone does not mean every group message becomes everyone’s job. For a missing answer, inspect the employee’s Connection and work state before changing the Workspace or posting the same request repeatedly.

13. Review and clear memory

Open Memory → Working memory. The employee's notes carry retained information between jobs. Use Find in its notes… to search. Remove an obsolete or incorrect note with Remove this note from its memory. Clear all opens a confirmation: Clear removes the collection; Keep cancels.

Conversations it would resume is separate from notes. On a supported session-manager employee, Forget conversations clears retained conversations so its next job starts fresh. Its availability depends on provider support and retained sessions. This does not edit standing instructions, cancel jobs or undo external actions.

Use Instructions for intended responsibilities and Memory for retained information. The existing confirmation recording shows Clear all → Keep, not bulk deletion or conversation reset.

14. Assign email and configure listening

A mailbox assignment connects an email account to the employee's linked user:

1. Open Configuration → Email Accounts.
2. Choose the account's Assign to people or AI row action, or its Assigned to badge.
3. Under Users, select the employee's exact linked user. Match it against Overview → Access.
4. Choose Save Assignments and reopen the account assignment to confirm it.
5. Configure the mailbox's provider connection and intended active state separately. Assignment alone does not authenticate or activate a mailbox.

In this recorded example, Users has one selected identity. Match that identity to the employee’s linked user, then select Save Assignments. This is an inactive example mailbox; selecting its recipient does not connect its provider.

Read back two separate facts: Assigned to contains the employee, but Status is still Off. The DNS warning and missing hosting connection remain unresolved in this example. It demonstrates the assignment, not incoming mail or a delivered AI reply.

Profile → Email lists active assigned email accounts. An inactive account may retain a saved assignment without appearing there. Profile → Sign-in is the employee login, not a connected mailbox. Return to Config → Listens to to select the available listening channels for the role.

To verify an operational mailbox route, send a controlled incoming message to that connected account and inspect the resulting employee work. The existing assignment recording used an inactive, unconnected account. It demonstrates assignment only; it does not demonstrate Profile email visibility, incoming mail, employee triggering or delivery.

15. Assign phone numbers and configure voice

Phone setup has three independent parts: how the employee speaks, which number routes to it, and whether a connected call actually reaches it. A voice preview verifies only the first part.

From the employee card, open Phone & Voice (use More if the tab is hidden). Check the employee's name in the header before editing:

Historical local setup screen: the employee is Paused, no voice is selected and Numbers reports no numbers free. Takes phone calls being switched on is not evidence that this employee can currently receive a call.

1. Enable Takes phone calls when calling is intended. Turning it off retains voice settings.
2. Preview voices with their play controls, then select a voice card.
3. Set Greeting and Language. An empty greeting lets the employee greet in its own words.
4. Set Answer speed for how quickly it responds to pauses and Talking speed for speech pace.
5. Select Hear it to preview the greeting, then Save. Discard restores the previous voice settings.

Under Numbers, Add offers available organization numbers. Give to assigns a number immediately. A number already owned by another AI offers Release from … & give to …; read the existing owner before changing it. Release stops routing that number to this employee. Buy a number opens the acquisition flow; an organization without calling setup first sees Set up calling first and its charge agreement before number search. Review that prerequisite before continuing. These number changes save independently of the voice Save button.

After assigning a number: reopen this same employee's Phone & Voice and confirm the number appears under Numbers with the intended owner. If the organization has no available number, stop at that prerequisite; selecting a voice does not allocate one. Only perform Release from … & give to … when you intend to change the existing employee's routing.

The assigned number's off-state routing appears beside When … is off; Change opens the phone-system settings. On the phone now provides live listening, whisper and takeover when a connected call exists. The On a call · Listen badge opens the listening interface. See AI call listening, whisper and takeover.

Saving or previewing a greeting proves voice configuration, not connected calling. The existing greeting capture has no assigned number. A configured provider, assigned number and controlled call are required to demonstrate the live route.

16. Pause, restart, shut down and remove

Session-manager supports hard restart/shutdown. External and Stub do not implement those operations even if buttons are visible. Manage an external process where it runs. A recent Online badge reports recent contact; read the explicit lifecycle and access state too. Restarting does not reverse earlier effects.

17. Create an AI Assistant and shape its responses

Open AI, IVR, Automation → AI Assistant → New Assistant. This module configures conversation behavior, tools, knowledge and routing separately from an employee.

Under Who it is, set Name, Handle, Status, Who can see it and What it is for. Handle is used in links and routing. Visibility and channel routing are different settings. Use Inactive while preparing a route you do not yet intend to answer.

Under How it behaves, set Personality. Enter each Rules it always follows item and press Add or Enter; text left in the input is not yet a list item. Remove unwanted items with their remove control. Select Add a when…then, complete both the situation and response fields, or remove the pair. First message sets its opening line.

This is an unsaved editing frame, not proof that the displayed conditional rule has taken effect. The existing rule appears as a removable chip above the input. The two when-then fields must both be completed before saving.

For a simple configuration exercise, use a rule such as “When a question is outside the supplied knowledge, say what is missing instead of inventing an answer.” Enter it in Rules it always follows and choose Add. Check that it becomes a chip, then save the assistant. Reopen the editor to distinguish a saved rule from text left in the input. The wording is an example for learning the controls, not a required policy for every business.

Select Create for a new assistant. Assistants → Edit opens a saved record; Save updates it. Cancel leaves without saving pending edits.

Complete the first Assistant deliberately: For a product-help test, choose a recognizable name and unused handle, keep Status Inactive while editing, select the intended visibility and describe its purpose in What it is for. Add a factual Custom knowledge entry in the next chapter and choose None — it only talks for the first test. Save, reopen and compare the handle, rules and tool setting. You can activate it for Test it later without claiming any customer channel has been attached.

18. Configure assistant tools, playbooks and knowledge

What it can do → Tools offers Every tool, Only the ones I pick, and None — it only talks. Selected-tools mode can initially contain checked tools; review every selection before saving. Each checkbox enables an operation, not the separate business account or service that operation needs.

Open Available Tools, or More → Available Tools, to search/filter the catalogue and read a tool's Input Parameters. Browsing the catalogue does not enable the tool. For query_knowledge, inspect source type, source reference, query and limit.

What it is good at selects built-in playbooks. Write your own playbook adds a name and description; remove unwanted custom entries. Under Where it stops, What it is told it may do is stated guidance, not enforced permission.

Under What it knows → Add a source:

Changing type clears that source's reference. Set its replacement before saving; use Remove for sources you no longer want.

Custom text supplies context directly. For Collection retrieval, enable Query knowledge, save, and test a question requiring an actual source record. Inspect the returned source and compare it with the record. The recorded Collection check retrieved a record but returned no written answer and poor displayed summaries; it does not demonstrate a usable natural-language response.

The inspected Document path has a file-path versus record-ID mismatch, and URL selection does not establish a supported retrieval route. Treat both as unverified source routes until a test establishes usable content. Selecting a file or reference is not proof that it was read.

First supported knowledge branch: Choose Custom and type a short accurate fact, for example your actual opening hours. Save the assistant and reopen the source to confirm the text remains. This branch avoids requiring a file retrieval integration for the first answer. For a Collection branch, inspect Query knowledge’s parameters and enable only the needed read operation; a source selector does not grant runtime access. Document and URL routes remain explicitly unverified above.

19. Set assistant channels, events and handover rules

Open Where it works. Channels selects where the assistant answers; Voice covers phone calls. No channels selected means every channel, including phone calls. Accounts narrows the route to actual page, number or inbox identifiers; empty means all accounts within the applicable scope. Use provider identifiers, not invented display names.

Under What starts it, select Add what starts it, choose one or more events, enter their instructions, and optionally add an Only when… filter. Remove obsolete event rows. The current event dispatcher requires a matching subscription: selecting a channel alone does not subscribe to incoming events. An event row needs an event selected before saving.

Open Where it stops:

• Add Topics it will not discuss.
• Select Who it hands over to. This supplies a referral contact; it does not assign conversation ownership.
• Set After a person replies, stay quiet for in minutes. In the inspected implementation this governs supported social conversations after human outbound activity. Zero keeps it answering.
• Set Give up on a reply after in seconds.

Save and reopen the settings. Test both the intended route and a controlled route it should not answer. Website Chat uses explicit Takeover, described below; its ownership mechanism differs from the social quiet-period timer.

This recorded editor view shows three separate decisions: Channels restricts where it answers; Accounts narrows the provider identities; Where it stops sets topic and handover behavior. The example has Chat selected and an empty Accounts list. The displayed quiet period and timeout are example values, not a required configuration. No event row is present here—Add what starts it is the next control when configuring an event subscription.

20. Configure assistant memory, voice, templates and lifecycle

Under Memory and voice, switch Remembers conversations on or off. When enabled, For sets retention in days. Preview and select a Voice, set Talking speed, and Save. Voice selection does not assign a phone number.

The module's Phone & Voice tab shows Voice & Phone Setup, system number, provider/webhook readiness and reported issues. Complete number ownership and routing through the Phone + IVR + SMS course before relying on connected calls.

Open Templates to preview Capabilities, Behavior Rules and Enabled Tools. Close exits the preview. Use Template creates an active assistant immediately; it is not an unsaved draft. Open the resulting record in Assistants and inspect tools, visibility, channels and accounts.

In Assistants, Edit opens configuration. Activate / Deactivate changes operation. Use Deactivate to pause replies while changing scope. Delete removes the configuration after confirmation; it differs from deactivation.

21. Test the saved assistant and inspect activity

Save the assistant before selecting Test it: the test uses the saved record, not pending editor changes. In the inspected backend, an inactive assistant cannot run the test. Set the intended narrow scope, activate, reopen Edit, then select Test it.

1. Enter a short request and Send.
2. Read the answer and each tool result, including status, error or missing text reply. The throwaway conversation uses real tools; it is not a simulation of their effects.
3. Compare an information answer with its source. Test a configured restriction separately.
4. Open Activity Logs, using More if needed. Refresh, then expand a row for recorded facts and AI reply where available. Some entries have no further details.
5. Return the assistant to Inactive if its intended use is finished.

An editor answer does not establish a connected email, phone, social or website route. Test that route separately.

Interpret a failed test: If the test refuses an inactive assistant, activate the saved narrow configuration, reopen it and test again. If a tool executes but no answer is written, record both facts; do not call that a usable answer. If the reply ignores a newly edited fact, Save first and start another controlled test. If it performs an unintended operation, stop the test and narrow Tools before continuing; the test is not a sandbox.

22. Route website Chat and take over a conversation

For an Appmint-hosted site, open Chat → Reconfigure chat, or Set up chat for a new widget. Choose Yes, use AI, select the saved assistant and finish the wizard. Reopen the configuration. See Website Chat Widget Setup.

For a separate website or controlled embed:

1. Open CRM → Chat Designer and create or edit a widget. Set Name, Description and Default Path.
2. In Ai, select the exact assistant handle. Set Status → Online, then Save and wait for completion.
3. Open Embed Code → Select App Credential. Select the website's app identity. It is an app-user username, not your staff login or an API secret; if it is missing, follow App Credentials section to User Management → App Credentials, choose Create Credential, enter a unique App ID (3–50 letters, digits, _ or -) and recognizable App Name, then select Create Credential. Keep the one-time App Secret private; do not paste it into website HTML. Return to Chat Designer, choose the saved widget and select its App ID.
4. Install the stylesheet, container and loader from the HTML example. Preserve generated orgId, configId and appId. The locally corrected generator uses appmint-chat-container for both the HTML container ID and the containerId option, matching the widget stylesheet. If an older generated snippet uses my-chat-container, change both to appmint-chat-container; changing only one breaks mounting or styling.
5. Open the page as a separate visitor session. Open the launcher, choose Chat with us, enter visitor email if requested, and select Start Chat. Send a short message and read the actual assistant reply.

To take over:

1. In the top toolbar, open Chat. If offline, select Connect chat and wait for the connection. Open CRM → Chat → Agent Desk → AI and select the matching visitor conversation. If selecting a row produces no detail while the desk is Offline, reconnect Chat before trying it again.
2. Compare its latest message and AI reply with the visitor screen.
3. Select Takeover, enter a human message in Type a reply…, then Enter or Send.
4. Confirm the visitor sees the takeover and message. Send another visitor message and answer from the desk to verify human handling.

The existing demonstration uses a controlled local page; it is not production-site publishing or DNS proof. Takeover changes active conversation ownership. Assist AI is not a general Resume AI switch after takeover. See AI assistance and takeover.

Visitor routing recovery: If no widget appears, check the actual site’s enabled Live Chat feature, selected chat configuration and generated container ID. If the widget appears but the intended assistant does not answer, check the assistant handle/status in that widget and use a fresh visitor session. If the agent desk cannot open the selected conversation, check Chat connection before Takeover. Verify the same visitor’s message in both views; a different browser session is not proof of this route.