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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.

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Creating and configuring agents

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

  1. Industry. Pick yours, or type a custom one.
  2. Use case. Lead Qualification, Sales, FAQ, AI Receptionist, or Build from scratch.
  3. 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.
Full detail: Chat AI Agent overview.
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.

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Agent not responding

Check in this order:
1

Is it published and assigned?

The agent only replies when it is published and assigned to that conversation (or to the WhatsApp/Instagram number that received the message).
2

Check AI credits

If AI Wallet is empty, the agent will not reply.
3

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.
The session likely timed out. See Channel Behaviour.

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Knowledge Base issues

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.
It is often a scan, password-protected, or damaged. See Add Data Sources.

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Session and timeout

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.

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Credits and billing

Credits are used when the agent replies, and when Knowledge Base files are processed. See AI Wallet.

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General

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.
WhatsApp and Instagram:
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.
Web Chat: open the Web Widget tab and use the widget preview. Test Widget on Home is not shown for Web Chat agents.