Documentation

Know which account you're creating

• There are four self-service paths: a business signing up directly, an agency signing up (which unlocks sub-accounts, branding, and the agency tools), a subscriber signing up under an agency, and an affiliate signing up to refer others.
• If you're signing up under an agency, start from that agency's own branded sign-up link — the page carries their logo and your account attaches to them automatically. Signing up on the main site instead would make you a direct subscriber, not theirs.
• Affiliates use a separate sign-up page with no plans or add-ons.
• Employees and vendors never sign themselves up. The account holder creates their login from the dashboard (Access Management, then Employee Management), and they only ever sign in.

Choose how you'll start

• Door 1 — through the pricing page (recommended): open Pricing, pick Business or Agency, tick any add-ons, and click 'Get It Now.' Your plan and add-ons ride along into the sign-up form and straight into checkout at the end.
• Door 2 — straight to Sign Up: click 'Sign Up' in the site header and skip pricing entirely. That's fine — the plan choice just moves to later, inside your dashboard, the first time you sign in.
• If you take Door 2, your account is limited until you finish choosing a plan and completing checkout. You can sign up first and pick your plan inside your dashboard — you just won't have full access until the plan is started.

Enter your name, email, and phone

• Enter your first name, last name, a real email you can receive mail at, and a phone number you have on you right now.
• The phone matters: a verification text goes to it in a moment, so it must be a number you can check immediately.

Set a password

• Choose a password and confirm it. It needs at least 8 characters and a mix that satisfies the strength rule shown on screen.
• The two password fields must match. If the screen complains, it's almost always a mismatch or the strength rule — re-type slowly.

Add your organization name and business URL

• Enter your organization name and your business web address.
• If you're a solo operator without a website, the organization name alone is enough to move on.

Enter a promo code (optional)

• If you were given a promo code, type it here.
• If the code is invalid, the screen says so — re-check it or simply remove it and continue. A bad code never blocks you; you can proceed without one.

Agree to the terms and create the account

• Tick the 'I Agree' box (Terms & Conditions and Privacy Policy, plus consent to receive messages) and click 'Create Account.'
• If you arrived through an agency's branded link, everything about the page — the logo and the account you're joining — is that agency's. That's expected.

Verify by phone

• For security, a one-time code is texted to the phone number you entered. Read it off your phone, enter it, and click 'Verify & Sign In.'
• If it doesn't arrive, use the 'Send Code' / 'Resend' option rather than starting over.

Verify your email

• Next, a one-time code is emailed to the address you entered. Open your inbox, read the code, and enter it — this proves the email is really yours.
• Not in your inbox? Check spam, then use 'Resend OTP.'

Checkout — start the free trial

• The checkout screen shows your plan plus any add-ons and promo discount, a 14-day free trial, and $0 due today.
• Enter a card — it's required, but nothing is charged during the trial — and start the trial.
• If you skipped the pricing page (Door 2), this is where you pick your plan and add-ons first; it happens on the plan screen inside your dashboard instead of before sign-up.

You're in

• Once the trial starts, you land in your dashboard. Your account exists — everything from here on is covered by the other guides.
• If you ever get signed out, use the Login guide to get back in.

Good to know across account types

• Business vs agency: the sign-up form is identical — the only difference is which plan you pick. The agency plan unlocks sub-accounts and branding.
• Subscribers under an agency sign in from then on through the agency's branded login (its door reads 'Subscriber Login'). The main login page will reject you with a message to use the login your agency provided, and logging out returns you to the agency-branded login.
• Affiliates finish on their own sign-up page and then sign in through the Subscriber / Affiliate door.

Pick the right door first

• The sign-in page has more than one door, and picking the wrong one is the #1 reason a correct password 'doesn't work.'
• Subscriber / Affiliate door — for anyone who subscribes (a business, an agency, or a subscriber under an agency) and for affiliates. This is the default door.
• Employee / Vendor door — for team members whose login was created for them by their account holder. The same email can even be both a subscriber and a team member; the door tells the system which account to open.
• Sign Up is for brand-new people, and Administrator Sign In is for platform administrators only — regular customers never use it.

Choose the door and confirm it

• On the sign-in page, click the correct button at the top — 'Subscriber / Affiliate' for most people, 'Employee / Vendor' if you're a team member.
• The small line under the buttons confirms your choice ('Signing in to your subscription account' vs 'Signing in as a team member').

Enter your email and password

• Type the email and password for the account, then click Sign In.
• Team members use the credentials their account holder gave them.

Two-step verification (if asked)

• If two-step verification is on for your account, a one-time code is sent after the password — by email or by text (SMS); you can choose which if both are available.
• Read the code and enter it to finish signing in. If it doesn't arrive, use the resend option rather than starting over.
• If 2FA is off for your account type, this step simply doesn't appear.

Where you land

• If your plan isn't chosen or started yet, you're taken to the plan screen to finish that first — completing it opens full access.
• Everyone else lands on their dashboard.
• If you're surprised to see a pricing screen right after logging in, that's why — your plan isn't finished yet.

Forgot your password?

• Click the 'Forgot Password' link on the sign-in page, enter your email, and follow the reset link or code that's sent.
• Once the password is reset, come back to the correct door and sign in with the new password.

Good to know across account types

• Subscribers under an agency sign in through their agency's branded login page — it carries the agency's logo, and the door there reads simply 'Subscriber Login.' The main login page will reject you with a message to use the login your agency provided, and logging out returns you to the agency-branded page.
• Affiliates use the same Subscriber / Affiliate door as subscribers — there's no separate affiliate login page. If your password 'doesn't work,' make sure you're not on the Employee / Vendor door.
• Employees and vendors always use the Employee / Vendor door with the credentials their account holder set up — there's nothing to create, only to sign in.

One sidebar, two modes

• At the bottom of the work list, just above the footer, sits Settings with a small chevron — clicking it flips the sidebar in place to the Settings list.
• At the top of the Settings list, a pinned 'Back to Workspace' row flips back. Nothing navigates when you flip — it's the same page with a different menu showing.
• Landing directly on any settings page (for example, clicking your profile avatar in the header) shows the Settings sidebar automatically; navigating to a work page brings the work sidebar back.

The footer never moves

• Feedback, Documentation, and Log Out stay visible in both modes, so there's always familiar ground.

The work sidebar, top to bottom

• The order is deliberate — it follows the natural flow of running things: connect your data, assign your people, put them to work, watch the conversations flow.
• Dashboard (the landing overview), Chatbots (build and manage every bot — drag the cards to reorder), Chatbot Analytics (usage and performance), Chatbot Metadata (your signed compliance records), Chat History (conversation transcripts).
• Then Integration Management (connect CRMs, cloud databases, EHRs, and the LAN agent), Access Management (Role Management and Employee Management), Work Mode (the internal AI workspace), Communications (Outgoing and Inbox — it sits right below Work Mode because most communications are created from Work Mode), and Human Takeover (live handoff between AI and humans).

Items only some accounts see

• Agency accounts also see Customer Management (the people who bought from you), Customer Subscriptions, and Revenue Report.
• Other subscriber accounts see the same list minus those items — the sidebar is simply shorter, never rearranged.

What's behind the Settings flip

• Agency accounts: Profile, Account, Billing, Credits, Public Website.
• Other subscriber accounts: Profile, Account, Billing, Credits, Branding.
• Each settings page has its own guide.

The affiliate exception

• Affiliates have a single, smaller sidebar with no flip: Dashboard, Referral Link, Referral Activity, Earnings, Brand Kit, then an inline Settings group (Profile, Account, Payouts), then Feedback, Documentation, Log Out.
• If you're an affiliate, everything about flipping doesn't apply to you.

Names that changed

• 'My Chatbots' is now Chatbots. 'Help' is now Documentation — the page lives at /documentation, and old /help links forward automatically.
• 'Business Profile' is now Profile. The affiliate's 'My Referral Link,' 'My Earnings,' and 'My Profile' are now Referral Link, Earnings, and Profile.

Total Bots

• The number of chatbots on your account — every chatbot you've created, active or not.

Total Active Bots

• How many of those chatbots are currently active (switched on and able to chat).
• If Total Bots says 3 and Total Active Bots says 2, one bot is inactive.

Total Incoming Chats

• The total count of incoming messages your chatbots have received — the same number the graph below breaks down by month.
• (The card's on-screen label is spelled 'Total Incomming Chats.')

The fourth card depends on your account

• Agency accounts see Total Transaction — the net subtotal of the account's subscription invoices, shown in your display currency (approximate — billing itself is always in USD).
• Other subscriber accounts see Total Active Chats instead — how many chat conversations are active right now.

Read the incoming-message graph

• The middle of the page graphs incoming messages over time — how busy your chatbots have been, month by month. It defaults to the current calendar year across all chatbots.
• Hover over any point on the line — a small box pops up with the exact message count for that spot.

Filter the graph by chatbot

• To the right above the graph is a drop-down that says 'All.' Click it and every chatbot on your account is listed — pick one and the graph redraws for just that bot.
• Deleted or inactive bots still appear with '(Deleted)' or '(Inactive)' after their name, so history is never lost.
• Pick 'All' to go back to the combined view.

Change the date range

• Next to the drop-down is the date-range button (it reads something like 'Jan 2026 - Dec 2026').
• Click it and a two-month calendar opens — click a start date and an end date, and the graph redraws for that window. The picker works in whole calendar months.

Read the All Chatbots table

• At the bottom, under the purple header bar, is the list of every chatbot on the account. Columns: Chatbot name, Create date (for your first default bot, essentially the date you subscribed), Status (Active, Inactive, or Deleted), and Chatbot Description.
• The description is the short teaser your chat widget's bubble shows to visitors — it's set on the Chatbots Appearance tab, and long text is trimmed with '…' here.
• The Action column holds the pencil and trash-can icons.

Edit a chatbot from here (the pencil)

• Clicking the pencil doesn't open a pop-up — it jumps straight into that bot's full editor, the same editor as the Chatbots page, landing on the Appearance tab.
• The pencil only appears on rows that are Active; inactive or deleted bots can't be edited from this table.
• Everything about actually configuring the bot lives in the Chatbots guide.

Delete a chatbot (the trash can)

• Clicking the trash can opens a confirmation: 'Are you sure you want to delete this bot?' Nothing is deleted until you confirm.
• Deleting removes the chatbot and its configuration. If you just want it offline, the better move is switching the bot to Inactive on the Chatbots page instead.

Create a new chatbot from here

• The green 'Create New Chatbot' button above the table starts a brand-new bot in the same editor as the Chatbots page, starting on the Appearance tab.
• The creation steps are identical no matter which of the two places you start from — follow the Chatbots guide.

Page through a long list

• Under the table it says 'Showing 1 to N of N entries.'
• If you have more chatbots than fit on one page, numbered page buttons appear — click a number to see the next batch.

If a button seems missing

• The All Chatbots table obeys your role's permissions: if your role can't add bots you won't see the green Create button, and if it can't edit or delete you won't see the Action icons. Ask whoever manages roles on your account.
• Affiliate logins get a completely different dashboard — earnings cards (invites, confirmed users, complete/pending/total earnings), an earnings-over-time graph with its own date filter, and a list of invited users. No chatbot cards or table.

Open the Chatbots page

• Click 'Chatbots' in the sidebar. Your existing bots appear as cards you can drag to reorder, plus a green 'Create Chatbot Now' button.
• A brand-new account shows 'No bot to show' until the first one is built.
• Opening a bot (or creating one) leads into the bot editor's five tabs: Appearance, Knowledge Sources, Prompt Box & Q&A, Prompt Modules, and Chat Settings. Work Mode and Privacy Mode are configured from the sidebar under Work Mode, and Takeover Translation lives under Human Takeover → Live Translation Settings (moved there in August 2026) — none of them are tabs here.

Read a bot card

• Each card shows the bot's name, its icon, a compliance chip if it signed agreements (for example 'HIPAA + GDPR'), and an Active/Inactive switch.
• Active means the bot is live wherever it's embedded; flip it to Inactive to take it offline without deleting anything.

Reorder or delete bots

• Drag cards to arrange them — a 'Save Order' button appears so the new order sticks.
• The trash icon deletes a bot after a confirmation. If you just want it offline, flip it to Inactive instead of deleting.

Start a new bot

• Click the green 'Create Chatbot Now.' The compliance question opens first, then the tabbed wizard.

The compliance gate — HIPAA or GDPR?

• Before the tabs open, a prompt asks whether this chatbot requires HIPAA or GDPR compliance.
• If the bot will never touch health information or EU/UK personal data, choose No and move straight into the tabs.
• If it will, choose Yes — this starts the agreement signing, and it's required before the bot can handle that kind of data. On Yes, toggle HIPAA (which opens a Business Associate Agreement) and/or GDPR (a Data Processing Agreement), then Proceed.

Read and sign each agreement

• For each agreement, scroll to the very bottom — the checkboxes stay locked until you do.
• Tick the two acknowledgments, type your signature, tick the electronic-signature consent, and continue.
• Once signed, the bot carries that compliance chip and the tabs open.
• A bot can always start non-compliant and add compliance later — it's a one-way upgrade.

Tab 1 — Appearance: pick a template

• Two starter looks are shown as live-chat previews — a light and a dark.
• Clicking one opens the Style panel and the Bot Name / Bot Icon fields.

Name the bot, set its icon, tune colors

• In the Bot Name box, click the little pencil to make it editable, then type the name. Set the Bot Icon with the camera button if you want your own. Both are required.
• The Style panel has color pickers for every part of the widget — header, page, text boxes, links, option buttons, footer, typing indicator, and more.
• Most people leave the template defaults; use the pickers only if you want to match your brand.

Save and Continue — this unlocks everything

• Click 'Save and Continue.' This saves the bot and lights up the remaining five tabs.
• If the tabs are greyed out, you haven't saved Appearance yet — that's the gate.

Tab 2 — Knowledge Sources: add a source

• This is where the bot's facts come from. Click 'Upload New Document,' then pick the source type: a Document (PDF, Word, Excel, CSV, JSON — up to 5 files, 25 MB each), a Website (choose how deep to crawl; you can add several URLs), a Social Media Link, or a Calendar Link or Account.
• Calendars can be a pasted booking link (any booking URL — self booking) or a connected Google / Microsoft 365 account (auto scheduling).
• Each calendar gets a Name plus its link — and the name matters: the bot offers calendars in the order they're added here, and your prompt can re-order them by name.

Process every source

• Adding a source does not make it live — every source must be processed (vectorized) before the bot can answer from it. A new source shows 'Not processed.'
• Click the green 'Process all' (or the green icon on that row). It takes roughly 30-60 seconds per source — longer for big files or deep crawls — and flips to 'Ready' when done. Until it says Ready, the bot can't use it.
• Calendars are the exception: a calendar is just a scheduling link, nothing is scraped or vectorized, so it's ready the moment it's connected.

Filter, re-process, and continue

• The category dropdown filters the list (Document / Website / Social Link / Calendar).
• If you change a source later, re-process that row.
• When at least one source is Ready, click Continue.

Tab 3 — Prompt Box & Q&A: how answers blend

• The bot blends all of its sources into one answer, in a priority order: the prompt is highest, then prompt modules, then Q&A pairs, then knowledge sources, then the AI's general knowledge.
• Compliance is hard-coded above everything and can't be overridden, and a few honesty and transparency behaviors are built in and unchangeable too — alongside the always-on sensitive-data masking, privacy timeouts, and agreement signing.
• The prompt also overrides the defaults set on Chat Settings.

The starter prompt (and the safety net)

• A brand-new bot comes with a sensible starter prompt already written: it welcomes visitors, answers the actual question first and steers back gently, never invents facts about your business, never pressures anyone who declines to share contact details, and keeps to one question at a time — with an 'ABOUT THIS BUSINESS' section for you to replace with your details.
• You can edit it, upload your own prompt, or leave it as is.
• 'Restore Original Prompt' (top of the tab) puts the starter back after a confirmation — the master copy can't be damaged, so there is no way to permanently break the prompt.

Read the Prompt Guide before customizing

• The 'Prompt Guide' button at the top of the Prompts tab opens a teaching popup — read it before you customize.
• It covers what's locked in (sensitive-data masking, no invented facts, the honesty behaviors, live-person handoff only as a last resort) and what you can change: personality, how chatty it is, response length, your business's world, and house rules for how visitors are spoken to.
• It also teaches scheduling with multiple calendars: calendars are offered in the order they're added under Knowledge Sources, each has a name, and the prompt re-orders them by name — for example, 'When someone wants to book, check the Front Desk first, then Sarah, then Bob.' Order only — the bot still offers every calendar; nothing is skipped.
• Tip from the guide: name calendars by person or role ('Sarah,' 'Front Desk'), never numbers.

Add Q&A pairs (optional)

• Switch to the QnA pill to add exact question-and-answer pairs the bot should always give consistently. A new bot has none until you add or upload them.
• Q&A is a fast-answer helper, not a rigid script — the bot still speaks the answer naturally.
• Nothing on this tab is mandatory — the starter prompt already works. Click 'Skip and Continue' (or Continue) to move on.

Tab 4 — Prompt Modules: Drafts vs Production

• This is the most powerful tab. It has a safe Drafts workspace and a live Production side — drafts never affect the live bot until deployed.
• Everything you build starts in Drafts. Production shows what the bot is using right now; editing there warns you it affects the live bot immediately.
• Build the habit: build in Drafts, then Deploy.
• On the left are 'My Modules' (grouped as References, Flows, Interpreters) and a 'Library' of ready-made modules.

Search everything at once

• A global search box at the top ('Search everything — modules, keywords, content…') lights every match amber on both sides — module cards, trigger-keyword chips, and content in the editor — while non-matches dim.
• 'Find in JSON / Find in Prompt' jumps into the editor and selects each match, with a live match counter.
• Confirmations use in-app dialogs — no browser popups.

Pull a ready-made module from the Library

• The Library has starter modules (Greeting & Opener, FAQ Quick Answers, Conversational Lead Capture, example flows, and more).
• Clicking 'Add' makes a private, editable copy in your workspace — the master is never touched, so you can't break it.
• If you ever mangle a copy, delete it and pull a fresh one.

Build a module from scratch

• Click 'New Module.' Give it a Display Name, pick its Division, and leave it Enabled.
• Add Trigger Keywords — the words that make this module fire — by typing each and clicking Add.
• In the Prompt box, write in plain sentences the instruction the AI reads when the module triggers.
• Under Knowledge Sections, group facts under a title (like 'Hours & Location') in plain sentences — the system stores them as structured data automatically. Under Q&A Pairs, add any exact question/answer the module should always give.

Save the draft, then deploy

• Click 'Save.' The module appears under 'My Modules' as a draft (green dot) — it is not live yet.
• When the draft is right, click 'Deploy to Production.' That pushes the module to the live bot; flip to the Production tab to confirm it's listed there.
• Editing directly in Production is possible but warns you first — the safe habit is Drafts, then Deploy.

Test the bot and continue

• 'Test Your Bot' at the top of the tab lets you try the module live.
• When you're satisfied, 'Save and Continue' moves to Chat Settings.

Tab 5 — Chat Settings: defaults the prompt can override

• Everything on this tab is a default — anything written in your Prompt (Tab 3) overrides it. That's why some fields show an 'Overridden by your Prompt' badge.
• The Chatbot Bubble Description is the teaser that shows by the widget (toggle it on, and choose above or below the icon). The Greeting is the bot's first line. Both are optional — leave them blank and the bot still opens fine from the prompt.
• Set the default Language, Font Size and Family, Tone (Simple, Professional, Friendly…), and Response Length (Short/Medium/Long) — remembering the prompt wins if it dictates tone or length.

Model settings

• Leave the Adaptive Rotation Model and Image Failover Model on (recommended) — they auto-fail-over to the next best model with no downtime, and the platform keeps the lineup curated.
• There's an optional message to show when image generation is off, and a favorite-model picker if you want to pin one.

Reply routing, window size, icons, and identity

• Choose where replies to the bot's emails go: Organization Inbox, Support Email, or Both.
• Set the widget window size (drag to resize), and optionally upload widget and bubble icons.
• Upload your Privacy Policy and Terms of Service — a warning notes some features are limited without them.
• The Business Identity block inherits from your account's Profile unless you override it for this bot.

Grab the embed code and save

• At the bottom are the Short Code and full Embed Code with copy buttons — that's what goes on your website.
• 'Preview Bot' shows the live widget.
• Click 'Save and Continue' to complete the build — the bot is ready to embed.

Work Mode & Privacy Mode — configured from the sidebar

• Work Mode and Privacy Mode are no longer tabs on this editor — they moved to the sidebar in August 2026, under Work Mode: Work Mode Settings and Privacy Mode Settings. Each page lists every chatbot with a switch, so a bot is enabled per page, per bot.
• On Work Mode Settings: 'Use this bot in Work Mode' and 'Allow image generation in Work Mode' (staff-only image generation for charts and report figures — off by default and independent of the public image setting).
• On Privacy Mode Settings: the Privacy Mode switch plus its own image-generation switch. A bot without a HIPAA or GDPR agreement stays listed with greyed switches and a note naming the fix. Turning Privacy Mode on also enables the bot for Work Mode automatically.
• Why the move: configuring these used to require Chatbot Settings, so letting someone conduct sessions meant letting them edit your bots. Now it costs the Work Mode permission and nothing else.
• Takeover Translation no longer appears here either (moved August 2026): the per-bot switches for live human-to-human translation during takeovers now live on the Human Takeover page's Live Translation Settings tab — every chatbot listed on one screen, one switch per bot.
• Who may actually use the bot, which systems it reaches, and roles and permissions all live on the Work Mode and Access Management pages.

Good to know

• The wizard is the same for every account type — everyone builds a bot the same way; what differs is scope (an agency can also provision bots for its subscribers).
• The buttons you see on the cards (create, edit, delete) follow your role's permissions — if a control is missing, that's a role setting.
• Compliance is per-bot, not per-account: each bot decides its own and signs its own agreements.

Open the page and get your bearings

• In the left sidebar, click Chatbot Analytics. The page has one control and three zones.
• The control is a year picker at the top right of the summary block. The three zones, top to bottom: the Chat Summary cards, the Total Incoming Chat graph, and a pair at the bottom — User Engagement on the left and Top Active Bots on the right.

Change the year

• The year drop-down shows the current year by default. Pick a different year and the whole page redraws for it — the cards, the graph, engagement, and top bots all follow.
• The picker only offers years from when your account joined the platform up through the current year. Earlier years are greyed out because your account didn't exist yet, and future years are greyed too. It's not a bug — there's simply no data outside that range.

Read the Chat Summary cards

• Each card shows a number for the selected year and, underneath, how it changed from the year before (like "+100% increase from last year").
• Total Chatbot: how many chatbots the account has. Total Active Chatbot: how many are currently switched on. Total Incoming Chats: how many conversations came in during the year — the same figure the graph breaks out by month. Active Chats: how many of those conversations are currently active.
• Depending on your account type, two extra cards may appear: New Register User (new sign-ups in the selected year) and New Subscribed User (how many of those went on to a paid plan). Accounts with no one beneath them don't have downstream users, so those two cards don't appear — they simply see the first four.

Read the Total Incoming Chat graph

• The graph plots incoming conversations month by month, January through December, for the selected year — a quick picture of when your bots were busiest.
• Hover a point to see the exact count for that month. If a year has no activity, the line simply sits flat at zero.

User Engagement (bottom left)

• A half-circle gauge showing engagement for the selected year: a count plus the percentage it rose or fell versus last year.
• If there's nothing yet for the chosen year, it reads "No user engagement for this year range" — common on a new account.

Top Active Bots (bottom right)

• A ranked table of your busiest bots for the selected year: rank, the bot's name, and a Popularity bar showing each bot's share of activity.
• A new account with little traffic shows "No records for this year range."

What's scoped to you

• The numbers are always scoped to your account — you see your own activity (and, if you have accounts beneath you, theirs within your scope).
• The year picker's earliest selectable year is the year your particular account joined, so it differs per account.

What this page holds

• Every time someone signs a BAA or DPA — when connecting a chatbot, a database, an EHR, a CRM, or a LAN agent — the signing is logged here with all its metadata.
• The page has two tabs at the top, a table of records, and a View (eye) action on each row that opens the full detail and the download buttons.

The two tabs

• 'Own Metadata' shows your account's own compliance records, and your team members'.
• The second tab shows the records of the accounts beneath you — for an agency it's labeled 'Client's Metadata.'
• A direct subscriber with nobody beneath them effectively only uses the first tab.

Read a record row

• Each row is one signed compliance record. Columns: Chatbot (which bot it's attached to), Device Info (the IP address it was signed from), Browser Name, Email (who signed), Compliance Check (Yes/No), Tags (which agreements — BAA-OPT-IN and/or DPA-OPT-IN), Timestamp (the date signed), and Action (the eye icon).
• Records page at the bottom just like any list.

Open Compliance Details (the eye icon)

• Click the eye icon on a row. A 'Compliance Details' panel opens with everything captured at signing: chatbot name, compliance check, the signer's email, the tags, the device info (IP address), and full browser/system info (browser, platform, and language it was signed on).
• This is the proof-of-signing detail an auditor would want.

Download the signed agreement PDFs

• Under 'Download Agreement PDF' there are buttons for each agreement the record covers — 'HIPAA Agreement' (the BAA) and/or 'GDPR Agreement' (the DPA).
• Clicking one downloads the signed agreement as a PDF you can keep, print, or hand to an auditor.

Read the Compliance Metadata History

• Below the download buttons is the history — every product this one agreement has been attached to, oldest first. It grows by one line each time the agreement is reused for a new chatbot, database, or CRM.
• Columns: # (order), Attached To (the bot or system), Compliance (BAA / DPA / both), Device (IP), and Date.
• You sign the agreement once, and every later use just adds a dated line to this log rather than making you sign and store a whole new document.

Why it works this way

• Sign once, reuse forever: fewer signatures, less friction — the first signature stands and each new connection appends a line.
• Everything in one place: all your compliance proof lives on this one page, so you can see every BAA and DPA and every place it's been used without opening document after document.
• Built to scale: a single agreement's history holds roughly a thousand entries per downloadable section — beyond that, the download simply splits into 'Section 1 of N,' 'Section 2 of N,' and so on, growing cleanly without breaking.
• Not just bots: the same compliance gates run across chatbots, cloud databases, EHRs, CRMs, and the LAN agent — and every one of them is recorded right here.

Who can see whose records

• On 'Own Metadata,' you see your own records plus your team members' (employees and vendors under you).
• On the second tab, you see the accounts beneath you — an agency sees its subscribers' records and those subscribers' team members'.
• Nobody sees sideways or upward — only their own and what's below them.

Records can't be deleted — on purpose

• There's no delete button here, and that's intentional: signed compliance agreements are legal records.
• HIPAA requires them to be retained for six years (from creation or last-in-effect, whichever is later), and GDPR requires keeping records of processing for accountability.
• The platform keeps them permanently on your behalf — you can always view and download, never remove. It's not a limitation; it's your compliance record being protected.

Open Chat History

• In the left sidebar, click Chat History. You'll see a table of past chat sessions, filters across the top (Export Chats, Choose date, Choose time, and a Chatbot drop-down), and two actions on every row: an eye icon to view the conversation and a download icon to save it as a PDF.
• Columns: Session ID, Date, Time, Chatbot, and Action.

Read a row

• Each row is one conversation. Session ID is that chat's unique reference; Date and Time are when it happened; Chatbot is which bot handled it.
• The two Action icons — view and download — are the whole point of the page.

Filter and find a conversation

• Use Choose date and Choose time to narrow to a window, and the Chatbot drop-down to show only one bot's chats (or all of them).
• The list pages at the bottom for accounts with a lot of history.

View a transcript (the eye icon)

• Click the eye to open Chat Details — the full transcript for that session, message by message, with timestamps.
• It shows the visitor's messages and the bot's replies, notes where a file was uploaded, and — if a human agent stepped in — that agent's name and avatar. This is the same conversation the visitor had, for you to review.

Download a PDF

• Click the download icon to save that conversation as a PDF.
• It's the very same transcript download a visitor can get from the header of the chat window itself — nothing extra, nothing different.

Export in bulk

• The Export Chats button at the top exports many conversations at once (as files or a zip) rather than one at a time — useful for records or an audit.

Why everything here is redacted

• In every view and every download from this page, sensitive and personal data has been masked. That's by design and it never turns off here.
• Redaction is targeted, not a blanket wipe: what gets masked is personal identifiers (names, numbers, IDs) and any specific individual's regulated facts — a named person's diagnosis, prescription, or treatment. General knowledge that isn't tied to an individual stays readable.
• Conversations that used specialty AI (medical, legal, finance) are saved here too, and the general content the specialty AI produced remains readable — dosages, drug facts, treatment options, guidance, general figures — so the transcript is still useful.

Where raw data lives (and doesn't)

• There are two ways a person can talk to your bot. In standard mode, anyone can chat and everything is redacted. In verified mode — inside Work Mode, behind the extra one-time-code step-up — a vetted user can download raw, un-redacted data, but only during that active, live session.
• The moment the chat closes, the stored copy that lands here is redacted like everything else. A fully raw copy exists solely within an active verified Work Mode session — never from this page.

One bot, three places it appears

• The public-facing chatbot on your website, "Test Your Bot" in the Prompt Modules tab, and the live preview under Chatbots > Chat Settings are all the same chatbot engine — not three different bots. The only difference is who's talking to it.
• The list is scoped to your account: you see your own bots' conversations, and the Chatbot filter lists your own bots. A brand-new account simply shows "No data available" until its bots start having conversations.

Open Integration Management

• In the left sidebar, click Integration Management. Four tabs run across the top, left to right: CRM Connections, Cloud Databases, EHR Connections, and LAN Agent.
• This page is the same for every account type. What differs is which connectors you can use — that depends on the add-ons you've purchased (CRM, cloud database, EHR, or LAN), not your login type. A connector you don't own shows as gated.

CRM Connections — the roster

• Seven CRMs connect here, all by OAuth: Salesforce, HubSpot, Zoho, Pipedrive, LeadConnector, Clio, and QuickBooks. Each has a row with a Status, a Connect button, and an Info tooltip.
• QuickBooks is accounting software that doubles as a lightweight CRM — it's listed under CRMs deliberately. Athenahealth is a healthcare EHR and lives on the EHR Connections tab, not here.
• Click Info on your CRM's row first — it gives the exact steps for that specific CRM.

Want to sign in fresh? Use an incognito window

• If you're already logged into your CRM in this browser, the pop-up skips the login and jumps straight to choosing an account.
• To enter your own email and password instead, open the platform in an incognito window first — then the CRM will ask you to sign in. This is normal, not a bug.

Click Connect and answer the compliance question

• Click the green Connect button on your CRM's row. A prompt asks whether this CRM holds regulated data — health information (HIPAA) or personal data of EU/UK people (GDPR).
• Yes starts the BAA/DPA signing flow before any data connects; No moves straight on. When in doubt, choose Yes — it only adds an agreement, it never blocks the connection.
• A short disclaimer follows: tick the box and click I AGREE. It's a one-time acknowledgment per connection.

Authorize in the CRM's own pop-up

• The CRM's own sign-in pop-up opens. If you're not already signed in, enter your email, password, and a one-time email code if the CRM asks. This all happens on the CRM's own pages — the platform never sees your password.
• Pick which of your CRM accounts to connect and approve access. If the CRM warns about an "unverified app," confirm to continue — that warning clears once the integration is listed in the CRM's marketplace.
• The pop-up closes itself and the row flips to a green Connected badge automatically — no page refresh needed. LeadConnector is the one exception: its pop-up can hide behind the window, so a green "bring the pop-up forward" helper appears for it.
• Tokens refresh automatically after connection — you won't re-authorize on a schedule.

Assign the CRM to a role, then test it

• A "⚠ Not assigned to any role yet" reminder appears under Connected. Click through to Role Management and grant the CRM to a role — connecting links the account, but the role grant is what turns it on for the bot.
• Then test end-to-end: ask the chatbot something that lives in the CRM, or have the bot create a contact and check it appeared there.

Cloud Databases — the nine engines

• The middle tab is the one most people come for. It lists a row per database engine: MySQL, PostgreSQL, MongoDB, Firestore, AWS RDS, Google Cloud SQL, Microsoft Azure SQL, Supabase, and Airtable — each with a Status and an Action button.
• Above the table are a Select Database drop-down and an Add New DB button — that's how you add an engine that isn't listed yet, and how you stack a second database of the same type.

Pick your database and click Connect

• Find your database's row and click the green Connect button.
• You'll get the same compliance question as CRMs — regulated data (HIPAA/GDPR) starts the BAA/DPA signing flow, or lets you acknowledge an agreement you've already signed. Ordinary business or test data can answer No. When in doubt, choose Yes.
• Then read the short disclaimer, tick the box, and click I AGREE.

Choose the bot and fill in the connection fields

• The connection form opens. Set the bot drop-down first — the data will only be available to the chatbot you pick, so if you have several bots, make sure it's the right one.
• The fields depend on the engine: host, port, database name, username, and password for most SQL databases; a connection string for MongoDB; a Service Account JSON for Firestore; a Base ID and API token for Airtable; a project URL and key for Supabase.
• Not sure what a field wants? Hover the small info icon next to it, or read the note at the top of the pop-up — it tells you exactly where in your database's dashboard to copy that value from. The row's Info button gives a plain-language walkthrough for that database type.
• Click ADD. The platform runs a live connection test right then — if a value is wrong, it says so; fix that field and click ADD again.

Sync the database

• Once connected, click Sync. This scans the database and lists its tables and fields so the platform knows what's inside.
• If you add or rename tables later, re-Sync to pick up the changes.

Choose the role that will see this data — and mind End-User

• Now assign a role — a group of people, like Work Mode for vetted internal staff. Pick the role this data should be visible to.
• Be careful with the End-User role: End-User is the public chatbot — anyone chatting on your website. Anything you check for End-User becomes visible to the public.
• For internal records — patient data, CRM data, anything private — choose an internal role such as Work Mode, never End-User. Rule of thumb: only turn a field on for End-User if you'd be comfortable with a stranger on your website seeing that exact data.

Check the boxes — choose what the role can see

• With the role selected, every table and its fields appear as checkboxes. Checked means this role can use it; unchecked means it's hidden from this role.
• Select All turns everything on at once — fine for a fully trusted internal role like Work Mode.
• To restrict, expand any table and uncheck individual fields — for example, uncheck an SSN or salary column for a role that shouldn't see it while leaving the rest of the table on. End-User especially should usually have most boxes off.

Save Role & Sync — permissions plus scrape

• Click Save Role & Sync. Two things happen: the role's field permissions are saved, and the allowed data is read into the AI's memory so the chatbot can actually answer from it.
• Give it a moment — the row's button shows the data as scraped when it's done.

More roles, stacked databases, and editing later

• If other roles also need this database, repeat the role steps for each: pick the role, set its boxes, save. Every role gets its own field selection, but they all share one scrape — no duplicate storage.
• The Select Database drop-down with Add New DB lets you connect more than one database of the same engine — say, two separate MySQL databases. Each becomes its own row and its own connection.
• The Edit button on a row reopens the role and field checkboxes any time; Disconnect removes the connection entirely.

Test the database by talking to the AI

• The real proof is asking the chatbot. Open the bot in the role you just configured and ask a question whose answer lives in the database — "How many customers are in the database?" or "What's the status of ticket CB-10001?"
• If the bot answers correctly, the connection works end-to-end. If it doesn't, go back to the checkbox step, confirm the right boxes are checked for that role, and re-save.

EHR Connections — always a compliance step

• The EHR tab connects an Electronic Health Record system: Athenahealth, Epic, or Oracle Health (Cerner). Each has the same row, Connect button, and Info tooltip layout as CRMs — click Info first for that system's exact steps.
• EHR data is health information, so the BAA/DPA step always applies here. You'll sign it — or acknowledge one already on file — before any data connects. Unlike a plain database, this step is not optional for an EHR.

Connect your EHR with the right credential

• Authentication differs by system. Athenahealth is a service-to-service connection: a small form asks for your practice ID, and the platform connects on the practice's behalf — no sign-in pop-up.
• Epic and Oracle Health (Cerner) use SMART Backend Services: a form asks for your FHIR Base URL — paste the one from your EHR's app/developer configuration.
• The row flips to a green Connected badge on its own, no refresh needed.
• Coming soon: live production access for Epic and Oracle Health (Cerner) depends on each vendor's production app registration being completed on the platform side; until then, those connect at the sandbox/registration stage. Athenahealth's practice connection is the furthest along.

Assign the EHR to a role — never End-User for patient data

• A "⚠ not assigned to any role yet" reminder appears. Click through to Role Management and grant the EHR to a role.
• For patient data, choose an internal role such as Work Mode — never End-User, which is the public chatbot.
• Then test it: in the granted, verified role, ask the chatbot for something that lives in the EHR. If it answers from the record, the connection works end-to-end.

LAN Agent — data that never leaves your building

• The LAN Agent is a small downloadable connector you install on your own network so the chatbot can reach on-premise data. It touches the data live — it's never copied or scraped off your network.
• The tab shows the agent's security summary (delta-sync only, read-only by default, OAuth 2.0, AES-256 at rest, TLS 1.2+ in transit, built to pass SOC 2, HIPAA, and GDPR), three OS download buttons, and installation instructions.
• Clicking a download first opens the same one-time compliance acknowledgment as the other connectors — tick and agree.

Download, install, and confirm the LAN Agent

• Pick the button for your machine: Windows (64-bit .exe), macOS (Universal .dmg), or Linux (x86_64 .tar.gz).
• Install per your OS: Windows — run the .exe wizard, accept the license, finish (it starts automatically). macOS — open the .dmg, drag LAN Agent into Applications, launch it, grant permissions when prompted. Linux — extract the .tar.gz, run "sudo ./install.sh", then "sudo systemctl start lan-agent". Each OS has its own troubleshooting note on screen.
• Confirm it's running: the system-tray icon on Windows, the menu-bar icon on macOS, or "sudo systemctl status lan-agent" on Linux.

Assign the LAN agent to a role, then test

• An amber "⚠ the LAN agent isn't assigned to any role yet" reminder points to Role Management > Chatbot Access. Grant it to a role — Work Mode for internal staff.
• Then ask the chatbot for something only the on-site data would know. If it answers, the tunnel is live end-to-end.
• Coming soon: end-to-end LAN bridging — the installed agent serving live on-premise data through the tunnel — is being finalized; the download, install, and role-assignment flow above is in place.

One rule ties it all together

• Connecting a source links the account; granting it to a role is what makes the bot actually use it. Every connector on this page ends by pointing you to Role Management.
• The role-assignment step always opens your own account's Role Management, with your own roles — every account has at least Work Mode and End-User.

The role list

• In the sidebar, open Access Management, then Role Management. You land on a list of your roles, with status pills (All / Active / Inactive), a 'New Role' button, and a search box.
• Columns: Role (its name), Create (date made), Status, and Action.

Read a role row

• Most rows have an Active/Inactive toggle plus Edit (pencil) and Delete (trash).
• Flipping a role Inactive strips its permissions from anyone assigned to it.
• Deleting is permanent and asks you to confirm — employees assigned to the role will lose its permissions.

The locked system roles

• Some roles are built-in system roles — 'End User / Account Holder' is the key one. They show a lock and only an eye (view) icon: you can look but never change them.
• The End-User role is the public chatbot — the general public chatting on your website. It's locked precisely because its access must never be widened by hand.

Create or edit a role — name it

• Click 'New Role' (or the pencil on an existing role) to open the builder, and type a clear Role Name — like 'Front Desk' or 'Billing Clerk.'
• This is the name you'll assign to people in Employee Management.
• You then set access across three tabs plus one account-wide settings tab. The page carries an 'Access Tabs Explained' note — lean on it.

Tab 1 — Dashboard Access (which pages they can use)

• A grid of every dashboard page. For each, tick 'View' (they can open it) and/or 'All Access' (full use, including add/edit/delete on that page).
• A 'Check All' header toggle flips every row at once.
• This decides which sidebar pages the role even sees — turning on Human Takeover here, for example, makes the person a takeover rep.

Tab 2 — Human Takeover Tier (optional)

• Human Takeover access is already granted by the Dashboard Access tab; this tab layers a tracked escalation tier on top for teams that route live chats up through levels.
• Skip it unless the role is a support-escalation role.

Tab 3 — Role-Based Access: the important one

• This is the heart of the page: it grants the role access to data through the chatbot, with no dashboard login required.
• There's one row per connected resource — each CRM, each database, each EHR, and the LAN agent, plus the Pro-tier specialty AI models.
• For each row, set the columns: Accessible (can this role reach it at all), Read / Write / Download (what they may do), Logs, a per-row idle Timeout in minutes, and Must Verify.

The rules that lock themselves on

• Must Verify forces the Work Mode identity step-up (the extra one-time code) before the role can touch that resource.
• It's forced on and uneditable for anything holding health data (EHR/PHI rows), every Pro-tier specialty AI model, and every specialty document feature. EHR rows also carry the tightest idle-timeout ceiling.
• Everything else is your choice — these are compliance floors, not preferences, and they're identical for every account type.

Set idle timeouts to your own policy

• Each data row has a Timeout (min) field — how long an idle session stays open before it locks. Blank means the platform default.
• A session enforces the strictest timeout among all the resources the role can touch.
• Set these per your own HIPAA/GDPR risk analysis and your workstation auto-lock policy — you own the value, and there's no forced cap except the EHR ceiling above.

Field-level control lives on the connection, not here

• For databases, this tab grants the role access to the database — but the exact fields/columns the role can see are chosen on the database connection itself, over in Integration Management.
• Role Management says 'this role may reach this database'; Integration Management says 'and only these columns.' The two work together.

Tab 4 — Work Mode Settings (account-wide, owner-only)

• This tab is not per-role — it's account-wide: what happens to unfinished drafts at the 24-hour mark, how external sends are signed, and where each specialty document type stores its data.
• Only the account owner can change these; verified employees and vendors never can. It's here for convenience but applies to the whole account.

Save the role

• Save it — a new role defaults to Active.
• It's now assignable to employees and vendors in Employee Management, and the moment someone holds it, the chatbot obeys exactly these grants for them.

Employee Management — where your team lives

• In the sidebar, open Access Management, then Employee Management. You land on a table of your team, with a 'Filter By' picker, an 'Export CSV' button, an 'Invite Employee' button, and a search box.
• Columns: Name, Type (Employee or Vendor), Email, Phone Number, Role, Joining Date, Is Deleted?, Status, and Action (edit/delete).
• The 'Filter By' picker narrows the list — by a text field like Name, by Status, or by Type — and the search box finds someone by the chosen field.
• 'Export CSV' downloads the team list (honoring any filter) as a spreadsheet for your records.

Invite someone — assign a role first

• Click 'Invite Employee' to open the invite form. (Editing an existing person opens the same panel, reading 'Update Employee.')
• First, pick a Role from the drop-down — this is required, and it decides everything the person can do. No role, no invite.
• Then enter their first and last name (both required).

Email vs Company Email — know the difference

• There are two email slots and they do different jobs. 'Email' (required) is their login and where the invitation goes — a personal address is fine; it never appears on documents.
• 'Company Email' (optional) is what outside recipients see: it appears on documents this person sends outside the platform, but only when 'My employees have company email addresses' is turned on in Work Mode Settings.
• Leave Company Email blank and their outside sends go out under the organization's identity instead.
• In short: login email = who they are to the system; company email = who they appear to be to customers.

Phone, and Employee or Vendor

• Enter their phone number (required) — it's used for verification and contact.
• A toggle sets the Type: Employee or Vendor. Both get a role and use the Employee/Vendor login door; the Type is a label distinguishing your own staff from an outside vendor you've brought in.

Send the invite

• Click 'Invite.' The person receives an invitation at their login email to set up their account, and they appear in the table.
• From then on they sign in through the Employee / Vendor login door, and the chatbot obeys exactly the role you gave them.
• When editing an existing person, the button reads 'Update' and simply saves your changes.

Edit and remove team members

• The pencil reopens the same form — change their role, name, emails, phone, or Employee/Vendor type, then save.
• A small profile-photo indicator shows whether the person has added a real face photo yet (vs. the default avatar), so a supervisor can confirm at a glance.
• The trash removes a team member after a confirmation, and their access ends. Use it when someone leaves; to only pause access, manage it through their role or status instead of deleting.

Good to know

• Every account manages its own roles and its own team — and every account has at least the locked End-User role plus whatever it builds.
• The Role-Based Access tab only lists what your account has actually connected and which add-ons it owns — a role can only be granted data the account has.
• If a role isn't in the invite drop-down, it hasn't been created (or is inactive) in Role Management.
• Employees and vendors never sign themselves up — they're created here and sign in through the Employee / Vendor door.

Unlock the doors first

• Data sources (databases, EHRs, CRMs, the LAN agent) are connected on Integration Management. A role is then granted those sources and a verification level on Access Management, under Role Management.
• Work Mode is where the person holding the role does the work. If something is missing here, the fix is almost always on one of those two pages.
• Bots appear in Work Mode only after being switched on under Work Mode Settings (sidebar: Work Mode, then Work Mode Settings — a per-bot switch list). A bot picker sits on the sub-tab row inside each workspace.

Find your way around

• Across the top is a fixed tab strip: Verification first, then one tab per AI vertical your account and role own (Healthcare, Legal, Finance), then General, then Comms, then Logs (Logs appears only when your role has log access).
• Each specialty hub has organizing sub-tabs — for example Healthcare: Dictation, Transcription, Medical Billing, Healthcare Library, Standard.
• The account owner sees everything; an employee sees only what their role includes — a specialty tier the account doesn't own is never even named.

What Work Mode gives you

• Professional-grade AI conversation: ask the specialty model real questions — research a topic, analyze a situation, work through a complex problem. Answers are enriched and detailed, far beyond a basic chatbot.
• Reach your connected data: the AI pulls from — and updates — the databases, EHRs, and CRMs your role can touch. Reads are live today, including full file exports of real database rows; broader write-back is still expanding.
• Produce real files and visuals: genuine CSV, Excel, Word, and PDF downloads, plus generated images and charts placed straight onto documents.
• Move documents like an office: route to a teammate or a team pool, send externally for reading or signature, receive signed documents back, and file finished work to your own storage — with a chain-of-custody trail behind everything.

One honest caution

• Work Mode gives you deep, complex answers — but it is not a substitute for a licensed doctor, lawyer, or CPA.
• The underlying AI follows its provider's own policies, so it will decline certain requests.

AI Voice Fill — the flagship

• Other tools hand you static templates you type into; here, you talk and the document builds itself. Fill, correct, restructure, illustrate, and export professional documents completely by voice.
• Dictate the facts and watch fields flash green as they fill. Say 'live fill' and the form keeps up while you speak. Upload a lab report or a contract and say 'fill this from it.' Ask for the finished result as an Excel, Word, CSV, or PDF download — without touching the keyboard.
• The AI Voice Fill chip is global — the first of three chips in the Drafts header row at the very top of Work Mode (AI Voice Fill, Letterhead, + Start blank) — readable before any template is opened.

The directions popup

• Clicking the AI Voice Fill chip opens 'AI Voice Fill — talk to the assistant': the full spoken-command guide, organized by section — Filling, Live fill, Source material, Finding templates, Rebuild an uploaded form, Editing the form by voice, Images & charts, Downloads & exports, PDFs & signatures, Mapping, and Your preferences.
• Exact phrases are shortcuts, not requirements — plain English works. When in doubt, open the chip and read what your assistant can do, then just start talking.

The template library — 250+ and growing

• The platform ships 250+ built-in templates organized by lane, plus custom form creation and upload-your-own-form rebuilding.
• A standard business pack (invoices, estimates, work orders, purchase orders, letters, and more) works in standard Work Mode with no specialty AI — it comes with any storage add-on (EHR, cloud database, or LAN + Forms).
• Healthcare has dictation, transcription, and billing packs — and owning any one of them also unlocks a shared set of practice templates (intake, admin and compliance, surgery and discharge, and specialty packs).
• Legal covers client intake, engagement letters, litigation and transactional forms — including intellectual-property and criminal-defense forms — plus industry packs (construction, professional services, property management, insurance, real estate, staffing, veterinary, childcare, fitness, home services, salon and spa). Finance covers advisory intake, tax organizers, bookkeeping and lending forms, plus auto sales, mortgage, insurance, real estate, and staffing packs.

My Templates and the Library

• Every workspace's left rail is split into 'My Templates' (your own saved, uploaded, and AI-rebuilt templates, with a count and '+ New') and 'Library' (the built-in catalog).
• Both collapse, and categories open one at a time as accordions — built for a large library.
• Templates rebuilt from an upload carry a FROM UPLOAD badge.

Connect your own storage — the compliance backbone

• To create documents and keep the data, you connect your own storage — it's a mutual dependency, not an upsell. A database, an EHR, or a LAN agent all qualify.
• Ordinary non-PHI data: a standard document-capable database is enough. Protected health information (PHI): healthcare documents file only to an EHR or the LAN agent (which keeps PHI on your own network — touched live, never copied), connected with the BAA/DPA attestation.
• A finished document's values live on your own storage — not kept by the platform. Each open document shows exactly where it will file ('Files to: …').
• Finalizing is a hard stop if the lane has no storage destination — owners are told where to set it; employees are told to contact their administrator.

Verification — always the first tab

• Verification is the switch between Standard access and Verified (Pro-tier) access — a one-time-code step-up that unlocks regulated data and the specialty AI.
• Account owners bypass the card entirely — they see it only as a labeled read-only preview when a specialty tier is owned. It's the card your employees and vendors complete.

Complete the Verified Access card

• Check the authorized-workforce / HIPAA-GDPR compliance box, check the 'use only the secure chatbot microphone' box, optionally enter a professional license number, and type your full name as a signature.
• The typed name must match your profile name exactly — it's case-sensitive, and a mismatch error appears on Confirm and clears as you edit.
• An amber banner reminds you not to leave the screen unattended and to use only the secure microphone for regulated data.
• Until the card is done, the chat shows a dimmed placeholder.

Standard vs Verified (Pro-tier)

• Standard connects immediately after the acknowledgments — no extra code — and reaches the records your role allows, returning redacted data.
• Verified/Pro-tier: a one-time identity code (sent by email by default, or phone) unlocks the specialty AI models your role is granted.
• You can step up to Pro-tier mid-session without logging out; choosing Standard after a Pro verification deliberately drops the elevation until you re-verify.
• The card is dynamic, driven by your role: if your role grants nothing that must be verified, no code step appears — 'I wasn't asked for a code' is normal for a Standard-only role.

Talk to the assistant in plain English

• The assistant reads intent from plain words — there's no rigid command list. It acts immediately by default, and everything it changes flashes green, scrolls into view, and saves automatically.
• Prefer a careful assistant? Say 'ask me before making changes' and it remembers for the session.
• Everything is gated by your role and verification, and locked fields are never touched.
• You can also simply ask professional questions — research a clinical, legal, or financial topic, analyze a scenario, work a complex problem. On Pro-tier this uses the specialty model for that vertical.

Fill a document by talking

• State the facts — 'Patient is Jane Doe, DOB March 3rd 1985' — and confirm when asked. Say 'just fill it in' to skip confirmation.
• Correct any field by voice: 'No, the DOB is 1986.'
• Say 'live fill' or 'fill as I talk' to have fields populate while you speak or type, and 'stop live fill' to return to confirm-first.

Fill from source material and uploads

• 'Remember this document' keeps the open form's contents in mind.
• Upload a file with the paperclip and say 'fill this from the lab report.'
• 'Forget everything you remembered' wipes remembered material — it also auto-clears after 8 hours.

Find templates by meaning

• The search bar looks through your templates and the library in every hub you own — or just ask: 'find me a credit approval form,' 'show me anything rental related.'
• Results render in place, grouped 'In this sub-tab' and 'Elsewhere,' with hub tabs glowing where matches live.
• Use opens a result as a draft where it belongs; Go jumps to where it lives; Show (when the match is already in the current sub-tab) scrolls to it and glows it.
• The red ✕ on the search bar — or Esc, or emptying the field — clears the search and puts the panel back exactly the way it was.

Turn any uploaded form into a native template

• Upload any form with the paperclip and say 'turn this into a template.' The AI rebuilds it with proper typed fields, asks which hub to store it in, saves it to My Templates with a FROM UPLOAD badge, and glows it so you see where it landed.
• The original file isn't stored — the rebuilt template IS the document.

Edit the form's structure by voice

• 'Add a phone field called Cell Phone after the email field' — the AI inserts fields anywhere: text, long text, number, currency, percent, date, phone, email, SSN, checkbox, dropdown (give it the options), image, or signature. 'Add a section called References' adds whole sections.
• 'Move the Cell Phone field above Email' reorders anything by name — even across pages. 'Rename that field Work Phone,' 'change the placeholder,' 'hide the notes field on the final,' and 'delete the fax field' all work.
• Every control you can click, you can say — the page scrolls to each change and flashes it green.
• The manual '+' palette in the editor carries the same field types except signature — signature insertion is assistant-only, because documents sign once through the signing system.

Generate images and charts, and place them

• 'Generate a bar chart of the monthly costs on this document' — the AI creates the image in chat from the document's own data. 'Put that chart in the Property Photo field' lands the newest image on the document.
• Or do it in one breath: 'make a photo of a red pickup and put it in the Vehicle Photo field' — the finished image lands in the field automatically.
• Images cook in the background (1-2 minutes) — keep working meanwhile. The assistant remembers every image it makes, so 'put the FIRST image you made in the Consent Image field' works with no re-explaining.
• Image generation in Work Mode is a separate per-bot toggle (off by default) on Work Mode Settings — its own column on the bot's row, independent of the public-chat toggle, so staff can have it while the public bot doesn't.

Ask for real files — including live data exports

• 'Give me a spreadsheet of this document' — the AI builds real CSV, Excel, Word, and PDF files from the open document, uploaded material, or content you compose together, and a Download button appears in chat.
• Live exports work too: 'Export the leads table from my database as Excel' pulls the real rows — your role decides which databases and fields you can reach — and EHR results can come back as a file the same way.
• Formatting works ('a Word doc in outline style with blue headers'), and so do column selection ('just name, email and phone'), row caps, and colored headers.

Consent, mapping, and what's still expanding

• Manage communication consent by voice: 'Opt jane@doe.com out of SMS' — the consent ledger and the connected CRM update together. (The full consent system lives on the Communications page; this is the voice shortcut into it.)
• 'Map this document' has the AI study the fields and remember where each kind of information belongs; add your own rules ('the Reference field means the referring physician'), then Save Template so the mapping travels with the template.
• Write-back is expanding: some writes work today (creating a contact or booking in a CRM, consent flags, filing finished documents to connected storage); broader coverage across every connected source is still rolling out — treat unsupported writes as coming soon.
• A design/formatting toolset (styling text, fonts, colors, pagination, headers/footers, logo placement) is coming soon — Letterhead is already live.

Start a document in a workspace

• Click the vertical you own (say, Healthcare), then the sub-tab for the document family (say, Dictation). Standard documents are always available from each hub's Standard sub-tab and file to the General lane.
• 'Use' on a library or personal template starts a live document and opens it. 'Copy' drops an editable copy into My Templates. 'Start blank' begins an empty draft in the active lane.
• The center column holds a Drafts thumbnail row — each card shows a name, status, and countdown — above the open document and the assistant.

Know the editor's six chips

• The document renders as a form with sections, left-rail navigation, typed fields, per-country phone validation, and currency symbols — plus an editable name and its action row.
• Six equal chips, color-paired: Close and PDF Options (blue), Save Draft and Save Template (purple), Save & Finalize and Route / Send (green).
• Preview PDF, the fillable-PDF toggle, and the signature options all live inside the PDF Options popup — one button owns how the PDF renders and how it gets signed.
• On desktop the chips sit in one row of six; tablets show them 3-up, phones 2-up.

Understand the 24-hour draft window

• Drafts autosave continuously and live in a staging area with a hard 24-hour lifetime — a countdown chip on each draft card (and by the open document) turns amber, then red.
• At the 24-hour mark an unfinished draft auto-files to its document type's destination and clears to a pointer stub.
• Anything that can't file (incomplete info, unreachable destination) is held visibly as 'Needs manual filing' and you're notified — nothing is silently lost.
• Clicking a draft thumbnail reopens it with everything intact.

Save Draft vs Save Template vs Finalize

• Save Draft keeps the filled values in the staging area. Save Template stores structure only — sections, labels, placeholders, field edits, mapping — never values, so a half-filled draft can't leak data into a reusable template.
• Save & Finalize runs full validation: every required or malformed field is listed in a summary and highlighted red (emails must be valid, phones must parse, SSNs need the full ###-##-#### form). The document then files to its 'Files to:' destination.
• Fields marked 'hide on final' don't print; locked fields were never editable.
• A finalized document can be reopened later — the record pulls back from the destination, a fresh 24-hour window starts, and re-finalizing updates the same record. EHR chart notes are corrected, never erased, and LAN copies stay on your own server.

Letterhead and PDF Options

• The Letterhead chip opens a designer panel; an attached letterhead travels with the document through previews, the signing page, and every PDF. Deleting a draft only detaches its letterhead — the saved asset survives.
• PDF Options handles output: Standard PDF (the completed document, values locked in) or Fillable PDF (interactive fields the recipient can type into).
• It also handles signatures: a Signature line for pen-and-ink signing, and the digital signature block — the standard full-disclosure block (three consent checkboxes plus signature and date) for signing through the system. Route / Send picks the setting up automatically, and if a form already has a signature line the popup offers to remove it so nothing doubles up.
• Preview PDF lives here too — with the digital block on, the preview shows exactly what the signer sees. All of it works by voice: 'add the digital signature block and remove the signature line.'

Route / Send — internally or externally

• Route internally to a person or a team pool — it lands in their Work Mode inbox. Or Send to account holder: an external, redacted email from your business identity that stages in My Sent and only dispatches when you click Send there.
• Teams are your Roles — a role becomes a routable pool once it has at least one employee. For specialty lanes, only people and teams cleared for that lane are listed, and the server re-checks clearance on delivery and again on open — revoking a role locks a person out automatically.
• Any team member can Claim an unclaimed pooled document; the sender or the owner can Recall a held document back to the pool. The owner can set a per-document-type 'Unclaimed pool deadline' (whole hours, default 24, up to 720) — when a pooled document sits unclaimed that long, the sender and owner are alerted so a human can act.
• At Route/Send you can Lock form (freeze labels, placeholders, layout) and/or Lock filled data (entered values become read-only while empty fields stay fillable for the recipient). The lock owner stays exempt so they can still fix a typo.

The Comms tab — documents out, responses back

• Comms is where finished documents go out and responses come back — it moves documents, not broadcasts (broadcasts live on the sidebar's Communications page). A standing amber banner states the doctrine: push sends the redacted version; the account holder logs in and asks the assistant for the full version — raw content stays on your own database, EHR, or LAN.
• Sub-tabs: My Inbox, Pool, My Sent, All Activity (owners only), and Trash — with red unread badges and status chips (Ready, Assigned, Unclaimed, Signed, Sent, Returned, In Trash).
• External sends wait in My Sent for an explicit Send click (or Discard). Internal routings land in My Inbox / Pool with claim, recall, and forwarding onward — with a full chain-of-custody history per item.
• A send that requires a signature shows 'Awaiting signature' with a copyable secure signing link; once signed it shows the signer's name and time plus 'Export to PDF' of the completed document.

Email documents straight in — and Trash

• Each account has a private email-in address (shown with a Copy button in Comms). Documents and attachments emailed to it land under Incoming with download links.
• Trash supports restore, mark-unread-in-trash, per-item permanent delete, and Empty Trash — and the compliance chain-of-custody trail is preserved behind the scenes even after permanent deletion.

External signing — how outside signers see it

• When an outside person must sign, Work Mode issues a private, fillable, signable link. It opens with no login on a clean page branded only with your business's name.
• The page shows the real template with your pre-filled values, honors locked and read-only fields, displays any letterhead, and runs the same finalize-grade validation.
• The signer completes the open fields, actively checks three consent boxes (electronic-signature consent, a truth attestation, and a records/audit acknowledgment recording name, time, and IP), then signs — freehand or typed-cursive (typed is the default and renders identically on every device) — and clicks 'Approve, Sign & Submit.' A 'download the fillable PDF' option covers pen-and-ink instead.
• On submit, the completed data and signature return to you, file to your destination immediately, and the signer gets their own completed PDF. In Comms the item flips to Signed.

Logs — the audit trail

• The Logs tab (visible when your role has log access) is a filterable, paginated audit table — search, event filter, date range — of who did what.
• Export CSV includes header rows carrying the two attestations ('Agrees to use platform microphone,' 'Agrees to HIPAA and GDPR standards').
• It's a read-only accountability view.

Owner settings, mobile, and guard states

• Work Mode Settings (under Access Management, Role Management — owner-only) holds per-document-type storage destinations ('Files to:') and the unclaimed pool deadline. A sender-identity toggle ('my employees have company email addresses') puts the acting employee's name and reply address on external sends; either way the sender is recorded in the audit log.
• Per-bot toggles live on Work Mode Settings (sidebar: Work Mode): enable the bot for Work Mode, and allow image generation in Work Mode.
• On phones the chat can collapse to the Mic bar — a compact strip docked to the bottom so the document shows through; the assistant answers in one short line right on the strip (say 'give me longer answers on the mic bar' to change that), and tapping the strip expands the full chat.
• Guard states worth recognizing: 'No Work Mode bots enabled yet' (fix on Work Mode Settings), 'confirm access on the Verification tab first,' and 'this bot doesn't have an embed code yet' (fix in Chatbots, Chat Settings).

Open the pages

• In the sidebar, click Work Mode. Three entries appear: Work Mode Access (the workspace itself), Work Mode Settings, and Privacy Mode Settings.
• Both settings pages have the same shape: every chatbot on its own row — name and logo on the left, switches on the right.

Work Mode Settings — enable bots for the workspace

• Flip 'In Work Mode' on a bot's row to make it appear in the Work Mode page's picker. This only adds it to Work Mode — it never restricts the bot anywhere else, and you can enable as many bots as you like.
• 'Image generation' is a separate column just for staff — charts and report figures for Word/Excel exports. Off by default, independent of the public image setting.

Privacy Mode Settings — enable store-nothing sessions

• Each bot's row leads with its Connection Mode — a two-position control, Human Takeover | Privacy Mode, with the current mode always lit. Set it to Privacy Mode to allow store-nothing live sessions on that bot. Operating the control requires the Privacy Mode Settings role permission, and while live sessions are using the bot's current mode it waits until they finish — a switch never changes the rules under an active conversation. The same control appears on Human Takeover → Live Translation Settings; both show the same saved state. The row also carries its own image-generation column (the Privacy pane is a fully independent chatbot), a Booking window, a Privacy calendar picker, and — when translation is enabled platform-wide — a Live Translation switch.
• Only compliance-eligible bots can be switched on: a bot without a HIPAA or GDPR agreement stays listed with greyed switches and a note naming the fix — open the bot under Chatbots, add HIPAA or GDPR, and complete the BAA or DPA.
• Turning Privacy Mode on also enables the bot for Work Mode automatically. It never travels the other way.
• Each page points at the other, and each opens with the case for and against — what you get, what you give up, and when to turn it on.

Good to know

• One bot can serve the public, Work Mode, and Privacy Mode at once — nothing forces separate bots, and one bot carries any number of simultaneous conversations: several specialists in private sessions and several support agents in recorded takeovers can all work the same bot at the same time. On a Privacy Mode bot, a visitor asking for a person chooses between two numbered doors — the confidential specialist (nothing recorded) or regular support, which crosses an explicit consent bridge: recording starts only at the visitor's clear yes, and the transcript download appears at that same moment. Still, where your site allows several embeds, dedicated bots per purpose (privacy work vs. public support), labeled plainly in the chat bubble, are the recommended setup — you can run as many of each as you like, including separate privacy bots per team (legal, finance, medical) or separate support bots per business or client.
• Who may conduct privacy sessions is a role grant — 'Conduct Privacy Sessions' in Access Management. Owners and the subscriber pass without it.
• Document-type storage destinations ('Files to:') and the unclaimed-pool deadline still live under Access Management → Document Settings.

Before the first session

• Own the vertical AI lane (Healthcare, Legal, or Finance) and its Privacy Mode add-on — Privacy Mode rides the lane's Pro tier.
• Set the bot's Connection Mode to Privacy Mode under Work Mode → Privacy Mode Settings (the bot needs HIPAA or GDPR with a completed BAA/DPA).
• Grant 'Conduct Privacy Sessions' to the roles that should conduct them; owners pass automatically.

Start a session

• Open Work Mode and start a Privacy Session from the Privacy pane. The credentials window asks for your name, an optional license number, and the professional model for your profession — you complete it yourself; the assistant can open the window but never completes it for you.
• The model you attest to is the model that answers. You can switch models mid-session — a doctor asking a legal question is exactly why — and the switch is recorded against your attestation.
• The chatbot picker above the model selector chooses which compliant bot hosts the session and remembers your last choice.

The waiting room is a conversation

• Ask 'is anyone waiting?' and the assistant lists the queue — anonymous entries and appointment entries, each with its lane and waiting time.
• Say which one to take: 'connect me to the next one', 'take the one ending in 4f2'. Anonymous entries are claimable by any specialist on the bot; appointment entries appear only for the specialist they were made for.

Appointments without a trail

• There is no calendar integration, on purpose — a confirmation email or text would leave the appointment in an inbox somebody else may read.
• Tell the privacy bot to create an appointment and it hands back a short one-time code. The platform stores no name, no contact detail, and never the code itself — only a one-way fingerprint of it beside the slot time, which expires a few hours after the appointment. Hand the code over in person or by voice.
• A visitor can also self-book on a public Privacy Mode bot: the code shows once on their screen — and that is the only delivery there will ever be. Nothing is emailed, texted, or copied anywhere (any delivery would create a record linking a person to the appointment). The booking window is deliberately short (default: today and tomorrow) and is set per bot on Privacy Mode Settings; 'Queue only' disables self-booking.
• On arrival the assistant asks for the code once and verifies it — your waiting card reads 'Appointment · time · code verified.' A forgotten or wrong code breaks nothing: the person still connects, honestly labeled as a walk-in, and you vet them the way a pharmacy does.
• Download the booking conversation too: it carries the code and the name, and the platform deliberately kept neither.

Ending — and the one habit that matters

• Three things end a session: pressing End and confirming 'End anyway'; the 24-hour working-store lifespan; or closing the browser or tab. The X button is NOT one of them — X minimizes, and the conversation is intact when you reopen it.
• Download the transcript BEFORE ending if your profession requires a record. Once the session ends, nobody can recover it — not you, not us, not anyone who asks. The end modal offers the download every time.
• The visitor never downloads — only the specialist can, and custody transfers to your machine the moment you do.
• With Live Translation switched on for the bot (its row on Privacy Mode Settings), you and the visitor each read and write your own language; you see the original and the translation, and both land in your downloaded transcript. Privacy-session translation runs on the attested professional model and has its own rate — separate from the Human Takeover translation switch on Human Takeover → Live Translation Settings.

Find Communications in the sidebar

• In the left sidebar, click Communications. It's a parent link with two sub-links: Outgoing and Inbox, sitting directly below Work Mode — deliberately, since most communications start from work you do there.
• Outgoing is where you send messages out. Inbox is where opt-ins, contact-form submissions, feedback, and replies come in.

Know what your account type unlocks

• The buttons, channels, categories, audiences, templates, and Inbox tabs you see all depend on your account type. Platform administrators get the fullest screen; agency accounts and end-tier subscribers see a leaner, focused set.
• Most accounts see costs in credits (1 credit = $0.01) drawn from their wallet. If a step below mentions an option you don't see, it belongs to a different account type — that's expected, not a bug.

Activate Communications (first send only)

• Depending on your account type, the first time you open Outgoing you'll acknowledge that sending consumes credits from your wallet. The platform enforces this — if you can't send, check that you've completed activation first.
• Every Compose view also shows a standing amber notice: in-app pushes always deliver a redacted version. The recipient logs in and asks the assistant for the full version; the raw content stays on your own database, EHR, or LAN, with the platform acting as a pure conduit.

Open Outgoing and land on Compose

• Under Communications, click Outgoing. It opens on the Compose tab; three more tabs sit beside it: Templates, Consent Log, and Send Audit.
• Compose is a single form you fill top to bottom: Send as, then Audience, Channels, Category, Message, and Preview & Send.

Set "Send as" — who the message appears to come from

• At the top is a Send as drop-down: your account default (your Profile) or one of your individual chatbots. Whoever you pick is what recipients see — the business name, the reply-to, and the support email.
• Bots set to inherit your Profile fall back to your account identity automatically. Email broadcasts use your Profile's Organization Name as the from-name and route replies to your Profile's Support Email — so keep your Profile current under Settings > Profile.

Choose your Audience

• Section 1 is Audience, a preset drop-down. The presets depend on your account type — they can include all active subscribers, tier or signup-date segments, specific AI models, chatbot opt-ins, contact-form senders, feedback senders, chatbot-initiated senders, and Manual (specific recipients).
• End-tier subscribers send to their own chatbot account holders: Chatbot Opt-Ins, Chatbot-Initiated Senders, and Manual.
• You never look up recipient IDs by hand — replying from the Inbox pre-fills the Manual audience with the selected recipients and shows a "Replying to…" banner with a "Back to Inbox" link.

Pick your Channels

• Section 2 is Channels. Each channel shows a per-recipient rate refreshed from a live rate feed, with reference rates as a fallback: email is roughly 0.1 credit per recipient, SMS roughly 4 credits, and in-app push is free.
• Email and SMS are available to every account type; in-app push is reserved for the platform administrator.
• Depending on your account type, costs display in credits from your wallet or in dollars.

Choose the Category — it drives compliance

• Section 3 is Category. Most accounts send Marketing (pre-set); the Reply category is what the Inbox Reply button uses on your behalf. Platform administrators also have transactional Platform Update, Feedback, and Chatbot-Initiated categories.
• Marketing sends require a Terms of Service and Privacy Policy on file. If yours live on your own chatbot and are missing, you'll see a "Marketing sends are blocked" banner pointing you to Chatbots > Chat Settings to fix it.
• Marketing messages automatically carry an unsubscribe footer and go only to opted-in recipients.

Write the message

• Section 4 is Message: pick a saved template or compose inline. Inline gives you an email Subject, an HTML Body, and an optional plain-text SMS body that falls back to stripped HTML if you leave it empty.
• Merge tokens personalize inline bodies: {name}, {firstName}, {organizationName}, {supportEmail}, {tosUrl}, {privacyUrl}, and {jurisdiction}.
• The template picker only offers templates in categories you can actually send.

Preview, then Send — Preview is required

• Section 5 is Preview & Send. The Send button stays disabled until you run Preview, which returns the exact recipient count, the estimated cost, and a per-channel rate and total breakdown. Depending on your account type, Preview also projects your wallet balance after the send and flags it if you'd need to top up first.
• Sending pops a confirmation with the count, channels, and estimated cost — and warns it can't be undone.
• Recipients blocked by the consent system are skipped automatically and reported as "N recipients skipped (opted out)." If the final count is lower than the preview, that's the opt-out gate doing its job.
• There is no scheduled-send or quiet-hours feature — sends fire immediately when you confirm.

Manage your Templates

• The Templates tab is full template management: create, edit, delete, and activate or deactivate. Each template has a slug (fixed once created), title, subject, HTML body, category, tier, and status.
• Templates group as "Your Templates & Replies" above a divider and "Platform Transactional (no-reply)" below it.
• You can't delete a template that any past broadcast referenced — that keeps your send records intact. Platform administrators also get a Restore Defaults button that re-creates deleted platform templates and resets edited ones without touching custom templates.

Consent Log — proof of who you may contact

• The Consent Log keeps one permanent row per contact (keyed by email) showing current consent per channel — Email, SMS, Phone — with a last-changed timestamp. Rows can never be deleted, and deleting Inbox messages never touches them.
• Filter by name, email, or phone; by channel (Email, SMS, Phone, Global); and by state (Opted In, Opted Out, Unknown).
• Audit opens a contact's full consent ledger — every opt-in and opt-out event with channel, source, timestamp, CRM push status, IP address, and notes.
• Override is a manual consent flip for a chosen channel (or all channels globally). It's legally sensitive, so it requires a written note, records the operator and previous state, and pushes to your connected CRM.

Send Audit — proof of what you sent

• Send Audit is a permanent, non-deletable record: one row per broadcast with when it went, who sent it, category, channels, audience size, delivery status (Queued, Sending, Sent, Partial, Failed), and cost.
• Filter it by template slug, category, and status.
• Together, the Consent Log proves who you may contact and the Send Audit proves what you actually sent — your evidence trail for TCPA, CAN-SPAM, GDPR, and CASL.

Open the Inbox

• Under Communications, click Inbox. You'll see an Export CSV button, a compliance banner, and a strip of source tabs with red unread badges.
• Which tabs appear depends on your account type.

Read the compliance banner first

• Contact details are shown only for people who opted into communications, and CSV exports automatically exclude anyone who has opted out on the platform.
• Replies sent from the dashboard are recorded in the permanent consent and audit records.
• If you also contact people through your own email client, SMS provider, or CRM, you must honor opt-outs there too. The platform pushes opt-outs to connected CRMs where it can, but it can't see an opt-out that happens only inside a third-party tool. This is TCPA, CAN-SPAM, GDPR, and CASL territory — honor opt-outs everywhere.

Pick a source tab

• Chatbot Opt-Ins are people who opted in during a chat. Contact Form holds public-site form submissions. Feedback holds feedback-link submissions. Chatbot-Initiated holds messages the bot sent on someone's behalf (like an application upload). SMS Replies are inbound texts to the platform's sender numbers, and Email Replies are inbound email threaded by reply token. Trash holds deleted rows.
• End-tier subscriber accounts don't see Contact Form (no public reseller site) or a received-Feedback tab — you can still send feedback up through the Feedback sidebar link.
• External-traffic tabs add an Opt-In column with green, red, or muted consent pills for email, SMS, and phone; internal tabs omit the pills. Unread rows carry a red dot and bold text.
• The Inbox is shared across your organization — any employee whose role includes Inbox access can view it.

Read and reply to a message

• Each row shows name, contact info, and date, with actions on the right: Reply, View, Mark Read/Unread, and Delete (to Trash). View opens the full record — name, email or phone, subject, message body, and an attachment link when present — with its own Reply button.
• Click Reply (or select several rows and use "Send N selected to Outgoing") and you're carried to Outgoing > Compose with the recipients pre-filled on the Manual audience, a "Replying to…" banner, and a "Back to Inbox" link. Finish and send like any broadcast.

Bulk actions and Trash

• Use the row checkboxes plus Delete Selected to move checked rows (current page only) to Trash. Trash supports Restore and Empty Trash (a permanent purge).
• Deleting here clears only your Inbox view — each person's opt-in/opt-out record lives permanently in the Consent Log and is never deleted.

Export a CSV

• Export CSV downloads the current pool. Opted-out people are automatically excluded, so the file is safe to hand to a mail-merge or a rep.

Opt-outs are enforced automatically — everywhere

• Sends are blocked, not just logged: every broadcast and reply is filtered per recipient at send time, and anyone opted out globally or per channel is skipped automatically.
• Before marketing sends, the platform reads your connected CRM's own opt-out state (do-not-disturb flags, opt-out fields, marketing status) and syncs any CRM-side opt-out back into its own records.
• Opt-outs push out to your CRM too: an unsubscribe link, a STOP text, or a verbal opt-out in the chatbot lands in your CRM — natively where the CRM has real opt-out fields, and as a visible contact note where it doesn't — so your staff see it in their own tools.
• Verbal opt-out works right in chat: "unsubscribe me," "stop texting me," or "opt me back in to emails." The bot confirms, the flags flip everywhere, and the bot refuses to book meetings or send invitations to an opted-out address until they opt back in.
• Work Mode documents are gated too: staging a document to send — including contracts and signature requests — is blocked with a clear message when the recipient has opted out.

Understand the two ways to use it

• Generic takeover: any qualified employee or vendor can pick up a queued chat; the customer just sees a real person by name. Use it when you want "a human available" for general questions.
• Tiered support: adds a Tier 1 / Tier 2 / Tier 3 escalation structure on top, so chats route to the right level and the tier shows in the transcript. Turning tiers on never removes generic takeover — tiers are optional everywhere.

Wire up who can take chats (Role Management)

• In Role Management, checking "Human Takeover" under Dashboard Access makes that role a generic rep — anyone holding it can pick up any queued chat. That's all it takes for basic human support.
• Who is allowed to take chats — and at what tier — is always set in Role Management, not on the Human Takeover page itself.

Set tiers (optional) — and trust the automatic link

• On the role's Human Takeover Tier tab, check the tier that role should handle. Checking any tier auto-checks "Human Takeover" under Dashboard Access, so a tier can never point at a queue it can't reach.
• If you later uncheck Human Takeover, the tier clears itself. Think in terms of the tier and let the page access follow.

How tier routing works — three rules

• A role's effective tier is the highest box checked.
• A chat escalated to a tier is offered to agents at that tier or higher — a Tier 2 chat goes to Tier 2 and Tier 3 agents, not Tier 1.
• No tier set means unconstrained: that agent sees every queued chat (the generic rep). So a Tier 3 specialist only needs Tier 3 checked — they're automatically eligible for Tier 1 and Tier 2 chats too.

Set your availability (Schedule Management tab)

• In the sidebar, open Human Takeover. The page has three tabs — Schedule Management, Chat Request, and Live Translation Settings. On Schedule Management, the top holds a timezone picker (defaults to your browser's timezone) and a date picker, with a Sunday-through-Saturday week grid below.
• Confirm the timezone first — every shift time is read in it. Routing respects these windows: chats are only offered to agents who are actually available.

Add or update a shift

• On any day, click "Add / Update Slot" to open the Add Shift box: give the shift a Title, set From and To times, and click Add Slot. You can add more than one shift to a day. Then Save.
• The day then shows the shift (for example "Support — 7:00 AM to 5:00 PM"), with a trash icon to remove it.

Mark a day as Holiday

• Each day has a Holiday toggle. Flip it on to mark that day off — you won't be offered chats that day regardless of any shifts on it.

Pick up a chat (Chat Request tab)

• The Chat Request tab is disabled unless you have an active availability window covering today. If you're off, it's greyed out with the tooltip "Chat Request is not available for today" — that's Schedule Management gating it, not a bug.
• Under "Requesting Chats" are the customers currently waiting for a human. When anyone is waiting, the Chat Request tab itself glows and carries a count of the people waiting across all your bots — visible from anywhere on the page. Click "Takeover Chat" to accept one — the chat transfers to you and the entire conversation so far travels with it, so there's nothing to catch up on.

Resume an ongoing conversation

• A chat you're already on shows under "Ongoing conversation" with a Resume button, so you can step back in after navigating away or after a transfer or handback.

Handle the live chat

• Type your replies, send attachments, or use the mic to speak a reply. You're the driver now — the AI has stepped aside.
• On the customer's side, images open in a new tab and documents download.

Transfer to another agent

• From a live chat you can hand it to another agent — for example, a Tier 1 rep escalating to Tier 2 or 3. The transfer pop-up checks which tiers actually have agents available right now, so you never transfer into a void. Pick the tier and release.
• The full transcript follows the receiving agent, exactly like the first pickup.
• During the handoff, the customer sees a single centered system line — "Agent-to-agent transfer in progress" — with no AI avatar and no bot wording. The AI never narrates an agent-to-agent handoff.

Hand back to the AI

• When the human part is done, hand the conversation back to the AI and it resumes seamlessly. The customer is never left hanging.

The availability-first offer and the 30-second safety net

• The bot tells the difference between a real request for a person and a question about the feature: "do you have live support?" stays with the AI; "please connect me to an agent" enters the queue.
• The handoff is availability-first: when someone genuinely asks for a person, the bot quietly checks that an eligible agent is actually available before offering to connect — it never dangles an offer it can't keep. If nobody is on, it says so honestly and keeps helping.
• If no eligible agent accepts within 30 seconds, the AI steps back in on its own with a natural message — offering to keep helping or to try connecting again — and the conversation simply continues. The customer never stares at silence.

Identity, transcripts, and redaction

• The AI's turns use your bot's Appearance image (from Chatbots > Appearance), not a generic icon. Each human agent shows their own profile avatar and a distinct color for that conversation, labeled by first name, last initial, and tier (for example "Tommy T. · Tier 1"); an untiered rep shows name and initial only.
• Every finished conversation lands in Chat History — read it with the eyeball view or download the PDF. The PDF is white-label (your bot's name and colors), labels agents by name, initial, and tier in color, embeds AI-generated images, shows exchanged files as markers (icon plus filename, link disabled), and shows each AI reply's response time with an average and total — human reply times are excluded so they never skew the AI's speed numbers.
• During the live chat you see the customer's real details — you need them to help. But the stored and downloaded transcript is redacted: sensitive personal data is auto-masked (for example "[US-SSN Redacted]"), and the PDF is built server-side from the masked record, so raw values never appear in the file you share.

Grab the sample transcript

• On the role's Human Takeover Tier tab in Role Management there's a "See Human Takeover in action" card with a "Download sample (PDF)" link — a white-label sample of a real session moving between the AI and live agents, with file transfers, tier-to-tier escalations, a return to the AI, and a session-memory recap.
• Use it to show a teammate or prospect the whole flow at a glance.

Quick start: from nothing to a working setup

• Create a role (for example "Tier 1 Support"), check Human Takeover under Dashboard Access, optionally grant data access and a tier, then save and assign it to an employee. One role per employee — widen access by editing the role's checkboxes, not by stacking roles.
• Have the agent set their days and hours in Schedule Management.
• Then test the full loop: ask a feature question (stays with AI), ask to be connected (enters the queue), let the 30-second net fire once, accept a chat, transfer agent-to-agent, hand back to the AI, and finally review the transcript in Chat History.
• Human Takeover works the same for every account type — each account staffs its own queue with its own roles and agents.

Live Translation — cross-language takeovers

• Live Translation is included with every plan: a takeover conversation translates itself in real time, and the customer and the agent each read and write their own language. The customer sees one bubble in their language; the agent sees the original and the translation with a direction label, and both land in the stored transcript.
• Either side can switch language at any time — click the flag, say it, or type it. Nothing needs configuring in the conversation: the per-bot switches live right here on this page, on the Live Translation Settings tab (third tab) — every chatbot listed on one screen, each with its own switch, off by default, billed by the minute in credits only while it's on. A turn already in the reader's language costs nothing. (Moved from the bot editor in August 2026.)
• On a bot in Privacy Mode, 'connect me to a person' offers the visitor two numbered choices: the confidential specialist (nothing recorded), or regular support. Choosing regular support crosses an explicit consent bridge — the bot says plainly that support chats are recorded and downloadable and waits for a clear yes; recording begins at that yes, and the chat then flows into this queue like any other takeover, with the agent's banner reading 'Human takeover.' Each row on Live Translation Settings also shows that bot's Connection Mode (Human Takeover | Privacy Mode) so you can see at a glance where its person-requests go.

Open the page

• In the left sidebar, click Customer Management (agencies see the same page labeled Client Management).
• You get a table of the accounts under you, a search box and Filter By picker at the top right, a New Customer button, an Export CSV button, a checkbox on every row, and an Edit (pencil) action.
• The list is scoped to who's beneath you — you only see your own downstream accounts.

Read a row

• Each row is one account you manage. Columns: Full Name, Email, Phone, Plan (Business or Agency), Add-Ons (their active add-ons — CRM, database, specialty AI, LAN, and so on), Promocode (any code they used, or NA), Status, Trial User (whether they're on or past a trial, like "Trial Expired"), and Action (the pencil).
• Add-Ons shown are that account's own; agency-only add-ons like domain masking don't appear on a client row, since a client can't hold them.

Understand the Status chip

• Status reads Active, Paused, Cancelled, or Inactive — a quick read on where the account stands with its subscription and access.
• Active means in good standing and able to sign in.

Search and filter

• Use the search box with the Filter By picker to find an account by a chosen field: Name, Email, Phone, Plan, or Promo.
• Handy once the list grows — the table pages at the bottom.

Edit an account (the pencil)

• Click the pencil on a row to open User Details. It shows the account's Name, Email, and Phone — read-only here; this panel is not for changing contact fields.
• The one control that matters is the Status toggle, covered next.

The Active/Inactive toggle — this controls their login

• The Status toggle flips the account between Active and Inactive, and it's the most important action on the whole page.
• Flip it to Inactive and that person can no longer log in — their access is switched off immediately. Flip it back to Active and they can sign in again.
• Nothing else in this panel changes their data; this switch changes whether they can get in at all. Use it to suspend access, and turn it back on to restore it.

Export the whole list

• Click Export CSV with no rows selected and it exports the current list — everyone shown, honoring any search or filter you've applied — as a CSV of their details.

Export only selected accounts

• Tick the checkboxes on specific rows first, then click Export CSV — now it exports only the accounts you checked.
• Tick a single person and you get a one-person CSV with just that account's details — great for pulling one customer's record on request.

Add a new account

• The green New Customer button (agencies see the client equivalent) starts a new account beneath you and walks you through its details.
• Whether the button appears depends on your role's permissions — if it's missing, your role isn't allowed to add accounts.

Parent Agency — the agency roster

• Click Agency Management, then Parent Agency. This is the roster of every parent agency on the platform — their identity, status, and subscription posture.
• Use it to look up an agency, check its standing, or onboard a new one — the "Add New Agency" button opens the shared create form.

Agency User Activity — what agency users are doing

• This page shows the activity trail of agency-side users — sign-ins and usage down each agency's tree.
• When an agency reports "my people can't get in," or you need to confirm who's actually active, start here.

Child Migration — the white-label safety net

• Child Migration lists children of lapsed agencies who are eligible to migrate, with a live count badge on the sidebar item.
• When a parent agency's subscription dies, its child subscribers don't have to die with it: migration converts a child into a Direct Subscriber under the platform, and their bot, data, and users come with them.
• The child sees the migration offer on their own dashboard once their agency has lapsed; this page is your side — see who's eligible and process the moves.
• Important nuance: a migrated account is a DIRECT subscriber afterward. Normal white-label child rules stop applying because the platform is now their parent. This is also why a test account can look "wrong" — a child migrated during testing stays a direct subscriber until it's re-parented.

Keep the branding rule in mind

• Everything a child sees stays agency-branded until a migration completes — after migration they're direct and platform-branded.

Find the page for your role

• As a Super Admin, you'll see a parent menu called Subscription Details with two sub-links: Customer Subscriptions (direct subscribers and their children) and Agency Subscriptions (the agencies). Same page, two scopes.
• As an agency, you'll see a single top-level Customer Subscriptions item — no sub-links — listing your own subscribers.
• The table columns are the same everywhere: Email, Payment Status, Payment Type, Subscription Start, Subscription End, and Action (the Refund button).

Read a row

• Each row is one account's current subscription: Payment Status (e.g. "paid"), Payment Type (e.g. "card"), and the Start/End dates of the current billing period.
• An account that hasn't paid yet — still on trial or mid-signup — shows "NA" across those columns and simply has no charge to refund.

Export CSV

• Click Export CSV at the top right to download the current list as a spreadsheet for records or reconciliation.

Start a refund — choose what to refund

• Click Refund on a row to open the Issue Refund panel. It reads the account's payment history live and lays out exactly what can be refunded.
• At the top, "What to refund" offers two tracks: Subscription payment (the recurring plan charge) and Credit purchase (money the subscriber paid to top up credits).
• The panel shows the refundable amount on each track and opens on whichever has a refundable balance; if one has nothing on file, it says so. The two tracks are separate — pick the one you're refunding.

Mind the 90-day window

• Refunds — even discretionary, goodwill ones — are capped at 90 days from the original purchase date.
• If a payment is past 90 days, the panel says so and no refund can be issued. This is a hard limit with no override.

Choose full or partial

• Choose Full (the whole refundable amount, shown in the account's currency) or Partial (type a smaller amount — it can't exceed the refundable balance).
• Simple, but double-check the amount before continuing.

Pick a reason — the choice has consequences

• The Reason dropdown has four choices: Requested by customer, Duplicate charge, Fraudulent, and Initiated by provider (goodwill).
• Two behave specially: choosing Fraudulent reveals a "Deactivate this account" option, and choosing provider goodwill changes how an affiliate commission is handled — see the next steps.

Understand who funds the refund

• The panel shows a plain-language badge explaining the situation, so nobody's surprised — you don't calculate any of this; the system reverses the right shares based on who you are and the reason you pick.
• If an agency refunds its own customer, the agency funds it — its share of that payment is returned automatically, and no affiliate is touched.
• If a normal refund had an affiliate referral, that affiliate's proportional commission is automatically clawed back and they're notified (within the 90-day window, per the Affiliate Policy).
• If the reason is provider goodwill, the affiliate keeps their commission and the provider absorbs the cost — an affiliate is never penalized for the provider's generosity. When a Super Admin refunds a payment that involved an agency, the agency's share is reversed automatically.

Fraud — the optional Deactivate switch

• When the reason is Fraudulent, a "Deactivate this account (recommended for fraud)" checkbox appears.
• Turning it on sets the account to Inactive — it can no longer log in or be billed — and writes an audit trail (reason, date, who did it).
• The account and its history are KEPT, not deleted. Use it to shut off a fraudulent account while preserving the record.

Super Admin only: override-refunding an agency's subscriber

• When the payment belongs to an agency's own subscriber, the panel notes it's an override refund — meant for compliance or agency-failure cases where the subscriber came to the platform directly.
• The agency's share of that payment is reversed automatically. It's the escape hatch for when an agency can't or won't handle its customer's refund.

Add a note and issue

• There's an optional internal Note field — context stored on the refund record, useful for the audit trail. When everything's right, click Issue Refund.
• The money goes back through the original payment processor, the shares reverse as described, and the list refreshes.
• One special case on the credit track: a checkbox lets you remove the refunded credits from the balance. Leave it on for a normal refund; turn it off only if the credits never actually landed (e.g. a glitched purchase), so you refund the charge without changing the balance.

Read the total and a row

• Open Revenue Report in the sidebar. At the top: a running Total Transactions figure, an Export CSV button, a date-range picker, and a Search by name box.
• Total Transactions is the sum of revenue for the current view, respecting the date range.
• Each table row is one account: their name and email, the Tax Amount, the Sub Total (before tax), and the Total Amount received from them.

Narrow by date or name

• Use the date-range picker to scope the report to a period — the totals and rows follow it.
• Use Search by name to jump to one account. Handy for a monthly reconciliation or pulling a single customer's numbers.

Export CSV

• Export CSV downloads the whole revenue table (for the current date range) as a spreadsheet — for bookkeeping, taxes, or handing to an accountant.

Open an account's Receipt List

• Click the eye icon on a row to open that account's Receipt List — every individual payment they've made.
• Columns: Receipt Id, Subscription Start, Subscription End, Payment Status (e.g. "paid"), Plan Name, Payment Type (e.g. "card"), Amount, and a printer/download icon. It's the itemized breakdown behind that account's total.

Download an individual receipt

• On any receipt row, click the printer/download icon to save that specific receipt as a PDF — the formal record of that one payment, straight from the payment processor.
• The list pages at the bottom if the account has many receipts.

Close and move on

• Close the Receipt List with the X to return to the main report. From there, open another account's receipts or export the whole thing.

Know your scope and currency

• The report is scoped to who's beneath you: a Super Admin sees platform-wide revenue; an agency sees revenue from its own subscribers. Same columns, filters, and receipts either way.
• Amounts display in your dashboard currency; billing itself is in USD.

Getting in and out

• At the bottom of the work sidebar, just above the footer, click Settings › — the sidebar flips in place to the Settings list. Click the pinned ← Back to Workspace row at the top to flip back.
• Clicking the profile avatar in the header also lands on Profile with the Settings sidebar showing automatically. The footer (Feedback · Documentation · Log Out) stays visible in both modes.
• Affiliates are the exception: their Settings is a small inline group (Profile, Account, Payouts) on their single sidebar — no flip.

Who sees what

• Super Admin: Profile · Public Website · Site Access · AI Model Settings.
• Agency: Profile · Account · Billing · Credits · Public Website.
• Direct & Child subscribers: Profile · Account · Billing · Credits · Branding.
• Affiliate (inline): Profile · Account · Payouts.

Profile (every login type)

• Your photo, identity, and verified contact details — the identity the platform brands legal documents, sender names, and reply-to addresses from.
• Chatbots can inherit this identity for their public business details, and the Communications "Send as" default is the account Profile. See the Profile guide for the full walkthrough.

Account (Agency, Direct, Child; affiliates have their own)

• The subscription home: current plan, add-ons, renewal, plan changes, and cancel/reactivate.
• The expandable pricing info-tips mirror the public pricing page — including what unlocks what: any one of Dictation/Transcription/Billing unlocks the shared healthcare practice templates, Docs & Drafting unlocks the legal template collection (including the trademark, patent, and criminal-defense forms), Forms & Filing unlocks the finance ones, and the storage pairings (EHR / Cloud Database / LAN + Forms) each include the 25 standard templates.
• Cancel keeps the door open — settings and data are retained under the email on your Profile for the retention windows, so a returning subscriber picks up where they left off.
• Super Admin has no Account page (the platform owner has no plan).

Billing — or Payouts for affiliates

• Billing holds payment methods and invoices/receipts; for agencies it also carries their payout-account status for receiving their own subscribers' payments.
• Affiliates see Payouts instead — where their referral earnings get paid out.

Credits (Agency, Direct, Child)

• The wallet: balance, top-ups, auto top-up, and the consumption ledger. Communications sends, scraping, and other metered features draw from here (1 credit = $0.01).
• Low-balance alerts warn before anything stalls.

Branding (Direct & Child) or Public Website (Super Admin & Agency)

• Direct and Child subscribers get Branding: their own logo and favicon for their dashboard — internal-only white-labeling of their workspace.
• Super Admin and agencies get Public Website instead: the tabbed control center for their public-facing site — Content, Identity & Contact (the organization logo lives here for agencies), Social Media Links, Domain Masking, Plan Management, Promo Codes, and Default Bot Setup (the bot that greets visitors on the public site — for agencies, also the bot their child subscribers see on the child Documentation page).

Site Access and AI Model Settings (Super Admin only)

• Site Access is the public-site password gate — used to keep the public sites private before launch.
• AI Model Settings is the platform's model catalog control room: the live master list from the AI providers, curated chat/image/voice/social model slots, adaptive-rotation configuration, compliant-model lists, and test mode. Subscribers never see these.

Know what this page is (and isn't)

• Profile = who you are; it's your business record and legal identity. What your website visitors actually see (hero text, page copy) is managed separately on the Public Website page.
• The page is one long form with a green "Save and Continue" button at the bottom. Required fields are marked with a red asterisk.

Profile Photo

• At the top left is a circular photo tile with a camera icon. Click it to upload and crop an image — drag to pan, zoom to frame.
• A square image works best: JPG, PNG, or WEBP, at least 400 × 400 px, max 5 MB.

Identity

• Your name as it appears on the platform: First Name and Last Name — both required.

Contact

• Email ID (required) and Phone Number (required, with a country-flag dropdown and national formatting).
• Each has its own verification — once confirmed, a green "Verified" tag shows next to it. Verify both; some flows depend on a verified contact.

Business

• Your customer-facing brand identity: Doing Business As (DBA) — the public name you trade under — and Business URL, your main site or product URL.

Legal Entity

• Legal Entity Name (required), Legal Entity Designation (e.g. Inc, LLC), Domain (required), and Jurisdiction (required, e.g. "California, USA").
• These values get stamped into your generated legal documents (Privacy Policy, Terms of Service, Refund Policy) — accuracy matters here.

Contact Emails

• Where automated platform messages appear to come from: Support Email (required), Billing Email, and Automated Email (the no-reply that outbound system mail is sent from).
• Set these so platform notifications carry your addresses, not a generic one.

Mailing Address

• A single required address field — the physical/mailing address printed on your legal documents.

Save and Continue

• Click the green "Save and Continue" button at the bottom to save.
• If a required field is empty, the page flags it and blocks the save until it's filled.

Compliance Documents (if your bots serve outside customers)

• On accounts whose chatbots serve outside customers, an extra Compliance Documents card appears with two fields: Terms of Service URL and Privacy Policy URL.
• The platform auto-resolves these from your own domain (e.g. https://yourcompany.com/terms-of-service), and you can override them with your real links.
• These are required for marketing communications and self-booking flows — if they're not set, those features are gated off until they are. (A future option will let you upload a Word or PDF instead of a URL.)

What your account type sees

• Account owners see the full form described above. Affiliates see a lighter version — just the personal contact fields (Photo, Name, Email, Phone); they don't carry a business/legal identity.
• Internal users (employees and vendors) see "Employee Profile" or "Vendor Profile" — the same page framed as their own record.
• Required fields follow the same split: affiliates need only First Name, Last Name, Email, and Phone; everyone else also needs Organization Name, Legal Entity Name, Domain, Jurisdiction, Support Email, and Mailing Address.

Read the Current Plan card

• It shows your plan name, price with /mo or /yr, billing cycle, next renewal, and status.
• Below that is an itemized list of active add-ons with a plan total — or Subtotal → Discount → Total when a promo discount is live, including how long the discount lasts.

Change Billing Cycle (Monthly ↔ Annual)

• The toggle switches cadence — annual saves 15%.
• Switching TO annual requires acknowledging a 12-month, non-refundable commitment (a checkbox with a Refund Policy link).
• Switching BACK to monthly defers to your next renewal — you keep annual pricing until the prepaid term ends, with no refund. A "Keep annual billing" button cancels a scheduled downgrade.

Change Plan (Agency ↔ Business — not available on Child accounts)

• Below the cycle toggle, Change Plan opens a modal with a live proration preview and a required "I understand the terms" checkbox. Child subscribers can change billing cycle only, not plan tier.
• Agency downgrade warning: downgrading Agency → Business migrates your child subscribers to direct platform management over a 14-day cascade — Day 1 email + SMS, Day 3 second warning, Day 5 final warning, Day 7 dashboard suspended, Day 14 permanent transfer.
• Timing options: switch at end of term (recommended — nothing forfeited) or switch now (monthly prorates; annual forfeits the remaining prepaid balance). If you hold a positive Promo Wallet balance, the modal first offers to transfer it to your Account Credits Wallet, since the Promo Wallet is agency-only.
• A scheduled downgrade shows an amber banner with a "Keep my Agency plan" undo button; an immediate tier change forces a log-out-and-back-in so the new tier loads cleanly.

Add-Ons — toggle features on and off

• Add-ons list as collapsible groups, each a toggle prorated to your billing cycle, with expandable info-tips carrying the same detail as the public pricing page.
• Nested logic: enabling a child add-on (say, Docs & Drafting under Legal AI) auto-enables its parent; disabling a parent disables its children. Enabling a PHI feature (Dictation, Transcription, Medical Billing) without a data destination first asks you to pick LAN or EHR (or both).
• Current pricing: AI models (Healthcare, Legal, Finance) $150/mo each; their sub-modules (Dictation, Transcription, Billing, Docs & Drafting, Forms & Filing) $150/mo each; EHR Integration + Forms $100/mo; Cloud Database + Forms $100/mo; LAN Downloadable App + Forms $50/mo; CRM Integration $100/mo; Domain Masking $25/mo (agency-only, marked with an "Agency" badge).
• Disabling an add-on holding released promo credits triggers a clawback confirmation showing the credits refunded to the provider, the merchant fee, and the total.

Promo Wallet (agencies only — the obligations matter)

• Three cards: Balance (manual top-up plus a Transfer button), Auto Top-Up Status (threshold ≥ $50, amount ≥ $250), and the Promo Codes master switch (live code count, committed exposure, last-code expiry).
• Read the amber obligations banner carefully: auto top-up must stay ON while any code is live; the wallet must cover outstanding redemptions; you are fully responsible for every credit issued — the platform does not subsidize.
• If the wallet empties and the card can't refill, codes stop redeeming ("This code has reached its limit") — and redeemed credits are final, with no clawbacks.
• An optional "Spillover Safety Net" checkbox authorizes your Account Credits Wallet as a last-resort backstop. Auto top-up can't be turned off while live codes exist — up to 90 days; shorter code durations shorten the lock.

Change Password

• Current, new, and confirm fields with show/hide toggles.
• Passwords need 8+ characters with an uppercase, a lowercase, and a special character.

Account Actions — Cancel vs Delete (know the difference)

• Both buttons are type-to-activate: type "CANCEL ACCOUNT" or "DELETE ACCOUNT" before the button enables.
• Cancel keeps the door open: billing pauses, and your data is retained under the email on your Profile — account settings, branding, integrations, and contact info for 180 days; operational data (knowledge files, scraped databases, chat history) for 30 days; signed BAA/DPA 10 years; billing records 7 years. It's fully reversible inside the window — log back in and restore in one step (past 30 days, chat history and knowledge files are gone but settings restore).
• Delete is immediate and permanent: non-regulatory data purges now. Law still requires keeping the BAA/DPA and compliance audit trail (10 years) and billing records (7 years).
• Agency nuance: both actions move your child clients to direct platform management immediately — same plan and price, irreversible, with email + SMS notice — and outstanding promo liabilities are force-funded from your promo wallet first.

Saved Payment Methods

• You can save up to 5 cards, each showing brand, last 4 digits, expiry, and a role chip: ★ Default (charged first) or ✓ Backup (retries if the default fails).
• The ⋮ menu on each card offers Set as Default, Set as Backup, Make Additional, and Remove.
• "+ Add Card" opens a secure payment form — card data never touches the platform's servers. The first card you add becomes the default automatically.

Billing Address

• Name, street, apt/suite, city, state/region, postal code, and country — used for tax, receipts, and card-security checks.
• Country, street, city, and postal code are required (state too for US/CA/AU). The save button turns green ("Save Address") when there are unsaved changes.

Tax/VAT, Receipt Email, Currency

• Tax/VAT: pick your ID type (US EIN, EU VAT, UK VAT, Canada BN, Australia ABN, India GST, Japan CN) and enter the number — this is what makes B2B/EU VAT-compliant invoices possible.
• Receipt Email Override routes receipts to a different inbox (an AP department, say); leave it blank and receipts go to the account email.
• Currency picks your display/billing currency. If a currency was already locked by a prior charge, a note explains a new choice applies to future subscriptions only. Everything is billed in USD; other currencies display as approximations.

Payout account (agencies only)

• This card is how an agency RECEIVES its subscribers' payments. Three states: Not connected (a Connect button — required before inviting subscribers, publishing your public landing page, or enabling promo codes), Pending verification (Resume Setup), and Active (green badge with account holder, bank name, and account ending, plus an Update Account button into the payment provider's hosted flow).
• Direct and Child subscribers never see this card — they pay the platform; they don't receive money.

Payment History

• A table of every charge — date, description, amount, and a color-coded status (paid green, pending teal, failed red, refunded amber) — with a Receipt PDF download on each row.
• It covers subscription, top-up, and add-on receipts. A date-range picker (floored to your signup date) applies across pages, and Export CSV downloads the lot.

Get oriented

• Top: the Wallet Summary (last 30 days) — Available Credits, AI Usage, Database Storage (GB used of included), and Subscription Reset, your monthly allotment. During a free trial the reset tile is dimmed with "Activates when your trial ends."
• Middle: Top Up Now, Auto Top-Up Status, Promo Code, and the Database Storage gauge. Bottom: four macro tiles (Wallet Balance, AI Usage, Knowledge Storage, Communications Usage) and the Transaction History table.

Understand the two kinds of credits

• Monthly subscription credits reset each cycle — use them or lose them.
• Top-ups and promo credits ROLL OVER and never expire.
• The Wallet Balance card spells out both, plus any recurring promo schedule or pending-contingent credits waiting on an add-on.

Top Up Now (manual)

• A one-time charge to the card on file ($10 minimum). Credits land instantly and never expire.

Auto Top-Up — keep things from stalling

• A toggle plus two numbers: the Threshold (when your balance dips below it) and the Top-Up Amount (what gets charged). The threshold must be lower than the amount.
• Leave it Active — an empty wallet pauses consumption features mid-conversation.
• Agencies: the PROMO wallet's auto top-up on the Account page is a separate, stricter setting — don't confuse the two.

Redeem a Promo Code

• Enter the code (case-insensitive) and click Apply.
• The result modal tells the story: Credits Added (with any recurring schedule and where they live), Discount Applied, or Credit Pending (waiting on a qualifying add-on).
• Failures say exactly why: expired, fully redeemed, already used by this account, a signup-only discount code used here, or not found.

Read the usage tiles

• AI Usage = chatbot inference plus embeddings. Knowledge Storage = your vector index plus uploaded files (it only turns red on a real overage).
• Communications Usage = email + SMS spend with a message count. For an agency this covers three audiences (child subscribers, end users, contact form); Direct and Child subscribers see their chatbot opt-ins audience.
• Database Storage gauges vector storage against the 1 GB included with the Cloud Database add-on — dimmed if the add-on is off; overage shows in red.

Transaction History

• Every movement — date/time, type (Top-Up, API Usage, Coupon, Refund, Adjustment, Alert), signed credit amount (green in, red out), description, and Balance After.
• Top-up rows include receipt downloads, and there's a date-range picker (floored to your signup date) and Export CSV.

Wallet Transfer (agencies only)

• The Transfer button on the Wallet Balance card moves balance between your Account Credits Wallet and your Promo Wallet — both directions, with a before/after preview. Nothing leaves the platform.
• Opened from Credits it pre-selects Account → Promo; opened from the Account page's Promo Wallet it pre-selects the reverse.

Open Settings → Branding

• Click Settings at the bottom of the sidebar — the menu flips to your settings — then click Branding.
• You'll see one card: Workspace Branding.

Upload your logo

• Click the logo tile and pick an image. A cropper opens so you can frame it just right.
• Saving happens right in that window — there's no separate Save button on the page, by design.
• Once saved, your logo appears in the sidebar above your profile picture for everyone signed into your account.

Upload your favicon

• Same idea: upload, crop, save in the window.
• The favicon is the tiny icon in the browser tab — the live browser-tab preview on the page shows exactly how it will look.

Check the currency card

• Below the branding card, a currency card shows how amounts display in your dashboard. It's informational — nothing to set here.

Terms & Refunds — your legal pages

• Two sub-tabs: Terms of Service and Refund Policy. These are locked, single-section legal pages — you edit the text of each, but can't add or delete sections.
• These are the documents the platform's compliance gates and your public site's footer point to.

Default Currency

• Two simple settings: the default currency for your public pricing page, and the display currency for your own dashboard money figures.
• Your plan names and pricing structure are set by the platform automatically — this tab only picks the currency they display in.

Promo Codes

• The full promo-code list lives here — create, view, pause/resume, delete, and Export CSV — plus a Promo Wallet Transaction History beneath it.
• If the promo feature isn't enabled yet, a gate panel explains the prerequisites: go to Account → Promo Wallet, set the auto top-up threshold to at least $50 and the amount to at least $250, turn auto top-up ON, then enable promo codes.
• Promo credits are funded by YOUR promo wallet — see the Account guide's Promo Wallet section for the obligations.

Identity & Contact — your logo and public footer

• The Organization Logo tile opens an image cropper (any shape — square, rectangle, circle — with zoom and pan). The saved logo appears at the top of your public site AND in your dashboard sidebar above the profile picture.
• The Favicon tile opens the same cropper locked square, with a live browser-tab preview — it becomes the tab icon on your public pages, so your clients see your mark, never the platform's. Re-crops are non-destructive; the original is preserved.
• Below the images: Main Contact Email (the footer address — if left blank along with the department slots, the footer falls back to your Profile's Support Email so a contact always shows), optional Phone/Fax/Address, and optional department emails (Support, Billing, Sales, Admin, plus two custom slots).
• The Submission Destination is internal only — it's where inbound contact-form, feedback, and chatbot submissions forward. It's never shown publicly.

Social Media Links

• Two sub-tabs. "Add Links" is a drag-to-reorder table of platform + URL rows — the top of the list renders furthest LEFT in your public footer — plus pills controlling how the footer icons render (Shape: circle/square; Size: small/medium/large).
• "Icon Library" holds your icon set: custom uploads plus the 56 platform defaults, with edit/delete per icon and a "Restore Defaults" button that re-imports any missing default.

Default Bot Setup — the bot your public site and client docs show

• Paste the embed snippet or shortcode URL of the chatbot that should greet visitors on your public site. Generate it in Chatbots → the bot → Chat Settings.
• This SAME bot is what your child subscribers see on THEIR Documentation page — so until this is set, they see no help bot at all.
• A Compliance Documents section below shows the locked, auto-built Terms of Service and Privacy Policy URLs (based on your masked domain once verified), each with a copy button.

Site URL — the link you share

• The "Your Site Link" card holds your onboarding URL — the platform address with your own agency reference attached — with a copy button.
• This link ALWAYS works, masked domain or not. Share it anywhere prospective subscribers should sign up under your brand.

Domain Masking — your own domain ($25/mo add-on)

• Custom Domain Masking points your OWN subdomain at your white-label site, so subscribers see your brand in the URL bar. It's an agency-only add-on at $25/month, prorated — if it's not enabled, the green "Click to enable Domain Masking" button routes you to Account → Add-Ons.
• Once enabled: enter your custom subdomain (e.g. devbot.yourorganization.com), copy the CNAME target shown, and add that CNAME at your DNS provider — in the DNS zone editor, NOT the hosting panel's "Add Subdomain" tool.
• Then click Register and watch the Status/SSL indicators go Active — SSL is handled automatically once DNS validates. A "How to set up" panel with a clickable example screenshot walks you through it.
• Remove reverts your subscribers to the default platform URL.

Open Feedback

• It's in the gray block at the bottom of the sidebar, next to Documentation and Log Out.

Write a subject

• One line that names the topic — 'Suggestion for the template library,' 'Something looks off on my Billing page.'

Write your message

• The more specific, the more useful — what happened, what you expected, what you'd love to see.

Attach a file (optional)

• A screenshot is the classic attachment. Skip it if there's nothing visual to show.

Submit

• Click the green Submit button. A confirmation appears and the form clears — ready for your next thought.
• Feedback is a suggestion channel, not a live support line — for hands-on help right now, ask the chatbot on the Documentation page or request a human.

Open Documentation

• It's in the gray block at the bottom of the sidebar — and the same page is available on the public website, no login needed.

Pick a tab

• Detailed Features explains everything the platform can do, in depth — know what's possible before you build.
• Step-by-Step Guides walk you through setting up every page, click by click — one guide per menu item.
• Video Walkthroughs and Screenshot Tours are on their way — their titles are already searchable.

Search everything at once

• The search bar above the tabs searches all four tabs at the same time. Amber badges appear on each tab showing how many matches live there.
• Matches glow amber in the side index and in the reading pane, and both jump to the first match — so you always see that the search worked.
• The red ✕ (or Esc) clears the search and puts the page back the way you found it.

Read with the accordions

• Everything starts collapsed. Click any bar to open it — its title snaps to the top of your screen. Click an open bar to close it.
• Expand all (top right) opens everything and flips to Collapse all; the 'Go to the top' link at the very bottom brings you back.

Complete payout setup first (one-time)

• If a popup tells you to set up your payout account, that's the account your commissions get paid into — nothing can be paid without it.
• Finish the payout onboarding (Settings → Payouts → Continue setup), then come back. Your referral link unlocks for sharing once you're verified.

Copy and share the link

• Click the copy button — "Link copied successfully!" confirms — then share it anywhere: social posts, email signatures, a website, texts.
• Anyone who signs up through the link is tracked to your code automatically. There's nothing to configure per person.

What happens after someone clicks

• The visitor follows your personal referral link to the public signup surface with your code attached.
• When they become a paying subscriber, the referral shows up in Referral Activity, and the commission begins accruing in Earnings.
• For targeted, by-name invitations with per-person tracking, use Referral Activity → Individual Invitation instead of the generic link.

Read the Generic tab

• The Generic Invitation tab shows everyone who signed up through your shareable Referral Link — best for broad outreach.
• Rows here are already signed up, so status shows Accepted. That's expected — it's the most common point of confusion on this page.
• Filter by date range: it defaults to the last 30 days and can't go earlier than your signup date.

Send an Individual Invitation

• On the Individual Invitation tab, click "Send New Invitation" — best for one-to-one outreach with per-person tracking.
• Required: first name, last name, email, and phone. Optional: organization name and business URL.
• Submit, and the person receives an email with a tracked referral link tied to their name.

Track individual invitations

• Individual rows show Pending (red) until the person accepts, then flip to Accepted (green) with the Acceptance date filled in.
• A status dropdown (All / Accepted / Pending) and the date range narrow the view.
• Chase the Pendings — a personal follow-up converts better than a re-send.

Read the statuses

• "Complete" (green) = paid out. "Hold" (red) = accrued but not yet paid.
• Commissions accrue as your referred subscriber pays, then release on the payout schedule. The Dashboard's Pending Earning tile is simply Total minus Complete.

Understand the commission model (the honest version)

• The rate is 30% of the commissionable base, recurring for the life of the subscription: 30% of the plan fee MINUS the value of the plan's included credits, plus 30% of each recurring add-on fee at retail (CRM Integration, Cloud Database, LAN Downloadable App, Domain Masking, and future add-ons).
• Nothing is paid on the included-credits portion, on credit top-up purchases, or on consumption/usage charges. Renewals keep paying.
• Refunds and chargebacks claw back proportionally within 90 days, deducted from future payments.
• Rate changes are prospective-only with 60 days' notice; existing subscriptions are grandfathered at their current rate.

When the money actually arrives

• Payouts run monthly — by the 15th of the following month (next business day if the 15th is a weekend or holiday) — to your connected payout account, in USD.
• The Payouts page (in Settings) shows the pending amount, the expected payout date, and your payout history — clawbacks appear as negative lines.

Export for records

• Export CSV downloads the full earnings list — names, emails, amounts, dates, statuses — for your own bookkeeping.

Browse and preview

• Each asset is a thumbnail card with its file name.
• Click an image to open it full-size in a new tab; videos play inline.

Download and use

• The green Download button saves the real file to your machine.
• Use the assets in posts, emails, landing pages — anywhere your referral link is being promoted — so the branding stays consistent and professional.

If it's empty

• "No brand assets are available yet. Check back soon." just means assets haven't been published yet — nothing is wrong with your account.
• You can't upload your own assets here; the gallery is published centrally.