WebChatAgent dashboard tutorial: every menu explained

On a new account, the Setup Assistant opens over the dashboard. Website creates an assistant from a public URL, Answer is where the first response is checked and Usage explains where visitors can use the result. Closing the overlay only dismisses it; it does not delete account data.

Use the website field only with public content you are allowed to index. For this walkthrough choose Set up manually, because an empty assistant makes every later menu easier to recognize and prevents accidental use of production content.

Select Set up manually, enter Tutorial Lab in the Create New dialog and select Create once. The button remains disabled until the name is valid. Wait for the assistant overview instead of pressing Create repeatedly on a slow connection.

Choose names that state purpose or environment, such as Website Support, Internal HR or Storefront Staging. Avoid several assistants named Test because conversations, analytics and knowledge sources later become difficult to assign.

Selecting Tutorial Lab in the sidebar opens the assistant-specific workspace. Ready to use means the assistant record is active; it does not prove that knowledge, functions or channels are finished. The setup cards show which core task still needs attention.

Use Test chatbot before publishing a channel. Read the assistant name, breadcrumb and selected tab before every change—this small habit prevents edits to the wrong bot when several assistants exist.

Settings contains the AI connection, model choice, response behavior, service name, timezone, language and advanced options. Change one group at a time and save before running a comparison question so you know which setting caused the difference.

A useful beginner example is the service context: set the service name and primary language, then ask a normal customer question. Provider credentials, temperature and system instructions require their own deeper tutorial because they can materially change every response.

Knowledge lists websites, documents, text and connected source systems used for grounded answers. A new assistant correctly shows Data sources required. Add only authoritative material owned or approved by your organization and wait for indexing to finish.

The account-wide usage value measures indexed capacity, not answer quality. After adding a source, ask a question whose answer appears only in that source and verify the wording. Remove duplicates and contradictions before adding more volume.

Functions contains capabilities such as live handoff, questions, feedback, lead capture and connectors. Enabling a function changes what the assistant may do; it does not automatically create a staffed process behind that function.

For example, enable Leads only after choosing the required contact fields and the team that will follow up. Enable Live Chat only when availability and timeout behavior match actual support coverage. Test the full visitor-to-dashboard path.

Channels contains deployment surfaces such as the website widget and other enabled messaging or phone channels. The website integration displays the embed code and preview while additional channels can require external authorization.

Publish only after knowledge and one answer are verified. Copy the generated code to a staging page first, check desktop and mobile placement, then confirm that the conversation appears in Conversations under the intended assistant.

Dashboard Home summarizes the rolling Last 7 Days, plan capacity and Quick Actions. Sessions and message cards describe activity; Conversion, Leads and Bookings describe outcomes. Zeroes are expected for a new account and are not a failure state.

Use the cards to notice change, then open the corresponding detail page. Analytics explains trends, Conversations explains individual histories and Leads or Bookings explains stored outcomes. Usage bars are capacity indicators, not performance scores.

Conversations is the account-wide history of customer chats. Filter by assistant, date or available status fields, then open one record to read user and assistant messages in order. Use the originating page and timestamps to understand context.

A practical support example is a visitor asking about a 2028 warranty policy. Open the complete history before changing knowledge: the issue may be missing content, unclear wording, a channel problem or a deliberate safe refusal.

Live Chats is the operational queue for human handoff. Review the visitor identity and conversation before selecting Take Over. During takeover, the agent writes directly to the visitor; ending the chat returns the session to the configured bot behavior.

The verified example shows Alex Example in an active human session with the original request and agent response visible together. This is stronger evidence than an empty queue because it proves the request, context and takeover state.

Analytics turns activity into a date-based comparison. Select the intended assistant and range before reading sessions, user messages, assistant messages, answers with sources, unanswered questions and conversion outcomes. Compare like-for-like traffic periods.

The verified example contains real tutorial activity rather than empty cards. Read the date, selected assistant and KPI values together, then use the lower table or related workspace to find the records behind a surprising change.

Knowledge Optimizer groups workflows for testing knowledge, running audits, comparing models and reviewing optimization suggestions. Start with one reproducible question and keep the same input while changing only one source, instruction or model.

The example shows an audit and role refinement workflow. A suggestion is not proof of improvement: accept only changes that preserve the correct fact, reduce unsupported wording and pass the same regression question afterward.

Tickets provides a board for operational follow-up. Create a ticket from a supported source or manually, give it a specific title, choose a lane and priority, add enough context for another person and assign an owner when the workflow supports it.

The captured board is intentionally empty. A useful first ticket would be “Review unanswered pricing question” with the originating conversation linked in the description. Move it only when the real work state changes.

Questions records visitor questions and their classification. Filter No Information first, then prioritize by frequency and business impact. Open the source conversation before adding content so the intended meaning and surrounding context are clear.

The verified example stores the exact 2028 warranty question, safe abstention answer and conversation context. Add information only when an approved answer exists; otherwise keep the safe refusal instead of inventing policy.

Feedback stores visitor ratings or interest signals when the corresponding function is enabled. Filter by feedback type and assistant, then open a record to see the rated answer, original question, page context and timestamp.

The verified example contains a positive rating for a safe warranty-policy abstention. Positive does not always mean the customer received the desired business outcome; here it confirms that the honest no-information response was useful and appropriate.

Leads contains contact records created by enabled lead flows. Open details and verify chatbot, name, email or phone, stated interest, source conversation, timestamp and current status before assigning or exporting the record.

The verified example shows Alex Example with real tutorial email and phone records for Premium plan interest. The email lead was moved from New to Qualified only after the stored details and originating conversation were checked.

Bookings lists appointment records produced by an enabled scheduling integration. Filter by assistant, date or status and verify visitor details, selected slot, timezone and external calendar result before treating the appointment as confirmed.

The captured tutorial account correctly contains no bookings because no external calendar was connected. A realistic example is a 30-minute onboarding call requested for 10:00 Europe/Berlin; the result remains unverified until the connected calendar confirms the event.

Calls lists phone interactions when the organization has the phone feature and an assistant phone channel. Filter by assistant, direction, language or status, then open a call to review timestamps, duration and available transcript or outcome fields.

The tutorial account shows the genuine empty call-log interface. A meaningful example would be an inbound support call answered by Tutorial Lab; it becomes verified only after a configured number receives the call and the log appears here.

Documentation sits below the operational sidebar groups and opens in a new tab. Use it for the current meaning of settings, payloads, channel prerequisites and technical integration steps while keeping the dashboard open beside it.

For example, after seeing a WhatsApp option under Channels, open Documentation to verify Meta account and number requirements. Return to Tutorials when you need a beginner-friendly end-to-end workflow rather than a field reference.

Collapse menu reduces the desktop sidebar to icons and leaves the current workspace unchanged. Hover an icon to read its tooltip, or select Expand menu at the bottom to restore labels. The preference is remembered for the workspace.

This is useful on narrower laptop screens or wide tables, but beginners should keep labels expanded until the icons are familiar. Collapsing does not change permissions and cannot make a truly unavailable feature appear.

The language switcher displays the current locale, EN in this walkthrough. Open it to see available account languages. Selecting a language changes interface labels and localized routes; it does not translate stored customer messages or rewrite assistant knowledge.

Keep English selected when following these screenshots. If a colleague uses German, compare icon, section and position rather than expecting the literal English label. Conversation translation, where available, is a separate action.

The appearance button cycles through System, Light and Dark. System follows the operating-system preference; Light and Dark remain explicit. The selected mode changes only the visual theme and does not modify records or assistant behavior.

All tutorial screenshots use Light Mode for consistent colors and readable controls. If the interface unexpectedly changes with the computer theme, select the control until the tooltip identifies Light rather than System.

News opens a popover with recent product announcements and dates. An unread marker indicates an item published after the last read point. Open an item for details and mark entries read only after the relevant team has seen the change.

A practical use is checking News when a menu label or feature location differs from an older internal process. News explains the change; Documentation provides the current reference; Tutorials show the new workflow.

Tutorials & video guides opens a learning dialog over the current dashboard. Explore all tutorials leads to detailed written instructions; video cards provide shorter visual walkthroughs. Closing the dialog returns to the unchanged page beneath it.

Choose the written guide when exact steps, verification states and troubleshooting matter. Choose video for orientation or onboarding, then repeat the workflow in a non-production assistant rather than clicking along in a live customer bot.

Help & Support opens a panel beside the dashboard. Describe what you expected, what actually appeared, the affected assistant and the safe steps already attempted. Attach a screenshot without secrets when visual context is necessary.

Use support for an account-specific or unexpected product state, not as the first source for a documented field. For example, report that an entitled Calls page remains unavailable after permissions were checked; include the page URL and timestamp.

Account opens account information and subscription-related sections. Verify the signed-in identity and organization before changing billing, seats, plan or other account-wide values. Assistant configuration does not belong here.

The screenshot shows the real Tutorial Demo account and Premium subscription state used for capture. Purchases, upgrades and external billing actions require confirmation; opening the page alone does not change the plan.

Logout clears the current authenticated session and returns to the login page. It does not delete assistants, conversations, sources or subscription data. Save any open form before selecting it because unsaved local edits can be lost.

Use Logout on shared or managed devices instead of merely closing the tab. To continue later, sign in again and verify the correct account before opening an assistant. Account deletion is a separate, explicit process.