Who can use this?
- Owners and Admins, and roles that can create or update AI agents, for setup.
- Anyone using Chat AI Agents, for how they behave.
Creating and configuring agents
How do I create a Chat AI Agent?
How do I create a Chat AI Agent?
1
Go to AI Agents and Bots
Open AI Agents and Bots in the left navigation.
2
Create a Chat AI Agent
Click Create New → Chat AI Agent.
3
Follow the wizard
- Industry. Pick yours, or type a custom one.
- Use case. Lead Qualification, Sales, FAQ, AI Receptionist, or Build from scratch.
- Agent and business details. Name the agent, pick one channel, then add a website URL or a short description.
4
Wait for generation
Gallabox writes Role, Goal, and Instructions. Stay on the progress screen until it finishes.
5
Review, test, publish
Edit Home, attach a Knowledge Base if you need one, test, then publish. Assign WhatsApp or Instagram agents to a number. For Web Chat, add the widget to your site.
Why is my agent giving wrong or irrelevant answers?
Why is my agent giving wrong or irrelevant answers?
Answers come from Instructions plus the Knowledge Base.
1
Open Home
Go to AI Agents and Bots → [Your Agent] → Home.
2
Tighten Role, Goal, and Instructions
Say what it should do, and what it should refuse.
3
Check the Knowledge Base
On the Knowledge tab, confirm the right library is attached. In Settings → AI → Knowledge Base, confirm files show Completed.
4
Test the same question
WhatsApp and Instagram: Test Widget. Web Chat: widget preview on Web Widget.
Agent not responding
My Chat AI Agent is not responding
My Chat AI Agent is not responding
Check in this order:
1
Is it published to this channel?
The agent’s header shows Unpublished or Last Published at. Publish with Publish Agent, then pick the channel in Assign channels.Publishing needs a Role and Goal. If you see “You don’t have access to publish this agent. Please upgrade your plan to continue.”, your plan doesn’t include agents on that channel.
2
Is the conversation assigned to the agent?
The agent only replies in conversations assigned to it. An open conversation keeps its current owner. When a team member replies from the inbox, the conversation becomes theirs and the agent stops. See How conversations reach a bot.
3
Check AI credits
When the AI Wallet is empty, the agent stops replying. See Why did the agent stop mid-conversation?.
4
Check session timeout
After the drop-off wait (24 hours on WhatsApp/Instagram, 1 hour on Web Chat, unless you changed it), the agent stops. See Channel Behaviour.
5
Check the WhatsApp number
If the channel shows a connection warning, fix the connection first. The agent can’t reply on a disconnected number.
6
Is it an older V1 agent?
V1 agents have stopped working. Open the agent and choose Upgrade to V2. See Migrating from V1 to V2.
The agent replied once, then stopped
The agent replied once, then stopped
The session likely timed out. See Channel Behaviour. To see the exact reason, see the next question.
Why did the agent stop mid-conversation?
Why did the agent stop mid-conversation?
To see why a session ended, open the agent and go to Analyze. Open the session, then hover over its status. The reasons you may see:
When a session ends this way, the agent behaves as it does on timeout:
- WhatsApp and Instagram. It sends your drop-off message and runs your drop-off actions. The default action is Unassign Conversation.
- Web Chat. It resolves the chat without sending a message.
Live chats stopped, but the Test Widget still works
Live chats stopped, but the Test Widget still works
The Test Widget doesn’t check your AI credit balance. It can keep working while live replies have stopped. Check your AI Wallet balance first.Also check that you’ve published your latest changes. Customers get the published version, while the Test Widget uses your draft.
The agent replied after my team member took over
The agent replied after my team member took over
A reply the agent was already writing can still arrive after someone takes over. It doesn’t pull the chat back to the agent, and the agent doesn’t send anything after that.For a clean handoff, have the agent hand over itself. Add an
@assignTo action to its Instructions instead of jumping into the chat by hand. See Agent Actions.Does the agent answer every message separately?
Does the agent answer every message separately?
If the customer sends several messages while the agent is still writing a reply, the agent answers them together in its next reply. There’s no setting for this.Messages sent after the agent has replied get their own reply.
Knowledge Base issues
The agent is not using my Knowledge Base
The agent is not using my Knowledge Base
1
Is it attached?
Go to AI Agents and Bots → [Your Agent] → Knowledge and confirm a library is selected.
2
Are files Completed?
In Settings → AI → Knowledge Base, status should be Completed, not Pending, Processing, or Failed.
3
Does the question match the files?
The agent finds passages that match the question. Try the same wording your document uses.
My PDF uploaded but shows Failed
My PDF uploaded but shows Failed
It is often a scan, password-protected, or damaged. See Add Data Sources.
An image or file from my Knowledge Base arrives as a link
An image or file from my Knowledge Base arrives as a link
Before sending an image, video or file, the agent checks that it can reach the file, and that the file type and size are supported. If a check fails, it sends the link as text instead. In a button or card message, it drops the image.To fix it:
- Host the file at a public link that doesn’t need a login.
- Keep the file within WhatsApp’s media size limits.
- Turn on Multiple Message Type Support in the agent’s Settings. Without it, the agent sends text only. See Channel Behaviour.
Session and timeout
The session ends too quickly
The session ends too quickly
Defaults are 24 hours on WhatsApp/Instagram and 1 hour on Web Chat. Change this in the agent’s drop-off settings. To finish chats sooner:
1
Keep replies short
Tell the agent to be concise in Instructions.
2
Hand off on WhatsApp or Instagram
Use @assignTo before the session would time out.
3
On Web Chat, send them to WhatsApp
Enable WhatsApp handoff. @assignTo does not work on Web Chat.
What are Post-session settings?
What are Post-session settings?
Open Analyze → Post-session settings to extract fields, add custom scores, or send a webhook after the session ends. Advanced plan only. See Post-session settings.
Credits and billing
AI credits are being used too fast
AI credits are being used too fast
Credits are used when the agent replies, when Knowledge Base files are processed, and when Data extraction or Outcome evaluation runs after a session ends. See AI Wallet and Post-session settings.To cap spending on any single conversation, lower Credit limit per session in the agent’s Settings. A cheaper model also helps. See the next question.
Which AI model should I choose?
Which AI model should I choose?
In the agent’s Settings, go to AI model & credit usage, then AI model for the conversations:
New agents start on Balanced. Choose Balanced or Advance if the agent uses connected apps, API actions or images.
General
Can I use the same agent on WhatsApp and Instagram?
Can I use the same agent on WhatsApp and Instagram?
No. Create one agent per channel. Copy Role, Goal, and Instructions so they behave the same. Timeouts default to 24 hours on both, and Meta’s 24-hour window applies to both.
How do I test before going live?
How do I test before going live?
WhatsApp and Instagram:Web Chat: open the Web Widget tab and use the widget preview. Test Widget on Home is not shown for Web Chat agents.
1
Open the agent
Go to AI Agents and Bots → [Your Agent].
2
Use Test Widget
On Home, use Test Widget. Type as a customer would.
3
Read the log
Check what it retrieved from the Knowledge Base and how many credits it used.
Which AI providers process my conversations, and is my data used for training?
Which AI providers process my conversations, and is my data used for training?
See AI and Your Data. It covers the AI providers, what data is sent, how long it’s kept, and training.