FAQ
Last updated: June 11, 2026
Most common issues
Start here for the fastest answers:
Setup and rollout — for reply issues and go-live testing
Accuracy and troubleshooting — for duplicate messages and weak answers
Routing and handoff — for escalation routing and handoff behavior
Basics and billing
What is the project, workspace, gateway?
Project is the billing unit.
Use one project for a company or brand.
Inside a project, you can have multiple workspaces and multiple gateways.
Workspace is the unit of agent configuration.
It contains the instructions, assets, actions, and deployment setup for one AI agent.
Use one workspace for a team, function, or store.
A workspace can be deployed to multiple gateways.
Each gateway can deploy only one workspace.
Gateway is the deployment unit.
It defines which workspace runs on which managing point.
What is the monthly quota for free accounts?
Free accounts include 3000 AI interactions per month on the base engine.
What is the difference between free and paid accounts?
Free accounts are limited to 3000 AI interactions per month and use the base engine only.
Messages from free accounts include an aissist.io footer.
Paid accounts can use both the base engine and the advanced engine with no usage limit.
Messages from paid accounts do not include Aissist branding.
How do I upgrade to a paid account?
Go to Billing, add a credit card, then click Activate on the Pro tier.
Will you lower your price if AI cost is reduced?
If AI costs decrease, we plan to pass those savings on to customers.
What’s Aissist’s relationship with OpenAI?
Aissist uses a proprietary orchestration layer that can work with multiple LLM providers.
Aissist currently works with OpenAI, Grok, Claude, and Gemini.
Setup and rollout
Why is Aissist not replying?
Check these first:
the conversation is inside the gateway managing point
the workflow matches a listed sub agent if reply scope is restricted
no sub agent triggered No Response for Current Interaction
no sub agent triggered No Response After Current Interaction
If the conversation already escalated and Suspend Afterwards is on, Aissist stops replying after handoff.
Use Simulator to reproduce the case before testing it live.
How should I test before going live?
Use these three tools together:
Simulator for full reply logic
Asset Debugger for knowledge retrieval
Action Debugger for action triggers and API output
Start with one workflow.
Then roll out to a small amount of live traffic and review sessions before expanding.
When should I use instructions, assets, or sub agents?
Use Instructions for global behavior.
Use Sub Agents for workflow-specific logic, such as returns or order tracking.
Use Assets for knowledge that should be retrieved only when relevant.
If you put workflow logic into global instructions, the workspace becomes harder to maintain.
See Instructions, Assets, and Sub Agents for the full model.
How do I keep Aissist focused on only a few workflows?
Create separate sub agents for each supported workflow.
Then enable the setting that limits replies to recognized sub agents.
Use this when Aissist should reply only to specific scenarios, such as returns or order tracking.
It also helps reduce off-scope replies during early rollout.
How often do web page assets refresh?
Web page assets refresh every 24 hours.
If you update the asset manually from the console, that also triggers a refresh.
Use a web page asset when one public URL matters.
Use a domain asset when you need wider site coverage.
See Web Page and Website Domain.
How do I set the response language?
If most users speak one language, set that language in the workspace.
If your traffic is multilingual, enable Auto Language.
Use Language Detection Instruction only when language choice needs extra rules, such as mixed-language messages or custom markers.
Accuracy and troubleshooting
What is the difference between the base and advanced engine?
The base engine costs $0.05 per AI interaction.
The advanced engine costs $0.09 per AI interaction.
The advanced engine handles emotional messages and complex logic better.
Use the base engine for simpler workflows.
Use the advanced engine when the workflow is more nuanced or complex.
Why does Aissist send duplicate messages?
This usually happens when more than one gateway manages the same inbox, tag, or conversation source.
Check whether:
multiple gateways point to the same managing point
multiple workspaces are deployed to overlapping traffic
the same user message appears in more than one inbox
Why does Aissist use the wrong order number?
This usually happens when multiple IDs appear in the same context, such as a ticket ID, user ID, and order ID.
To reduce ambiguity, standardize order IDs with a clear prefix.
For example:
AISSIST123456789
This makes the intended order ID easier to detect correctly.
How do I improve inaccurate or outdated answers?
Fix the source content first.
Do not rely on extra global instructions to patch missing knowledge.
Update the asset, remove conflicting sources, and make the workflow steps explicit.
Then test retrieval again in Asset Debugger and re-run the conversation in Simulator.
See Refine Assets for the recommended process.
Why does Aissist retrieve irrelevant content?
This usually means the asset scope is too broad.
Common causes:
unrelated pages are available to every workflow
one broad asset mixes multiple topics
assets are not linked to the right sub agents
Link assets to the sub agents that actually need them.
This keeps retrieval focused and improves answer accuracy.
What should I do if an action does not trigger or returns the wrong data?
Check the action trigger scenario first.
Then review:
the action name and description
the parameter names and descriptions
whether the action is linked to the correct sub agent
whether the API response returns only the fields Aissist needs
Use Action Debugger to test the action, then Simulator to test the full conversation.
How do I find the Zendesk chat conversation ID?
Open the Zendesk ticket, then click the Events icon next to the three-dot menu in the top-right corner.
The conversation ID appears in the event list.
Routing and handoff
What is the difference between the managing point and escalation target?
The managing point decides which conversations Aissist handles.
The escalation target decides where escalated conversations go by default.
Use the managing point to control scope.
Use the escalation target to control the default human destination.
Avoid placing multiple gateways on the same managing point.
When should I use Auto-Pilot or Co-Pilot?
Use Auto-Pilot when Aissist should reply automatically.
Use Co-Pilot when agents should trigger AI help on demand inside the platform.
Start with one narrow workflow in Auto-Pilot.
Review live results, then expand gradually.
For in-note commands, the gateway must support Co-Pilot and have it enabled.
Why did Aissist escalate too early or not escalate at all?
Escalation depends on clear confirmation signals.
By default, Aissist escalates when the user asks for a human, when the handoff is clearly stated, or when the case is out of scope.
Vague phrases such as may need review do not count as confirmed escalation.
If you customize escalation rules, keep the workspace, sub agents, and escalation settings aligned.
What does Max Number of Interactions Before Escalation do?
It escalates the conversation after too many unresolved back-and-forth messages.
Use it as a safety limit for workflows that should not loop too long.
This works best when the workflow already has clear escalation rules.
How do I route escalations to the right team?
Use the gateway escalation target for the default human destination.
Use handover rules when different sub agents should go to different teams.
For example:
billing sub agents → billing team
return sub agents → returns team
technical support sub agents → support queue
If the human team should fully take over, turn on Suspend Afterwards.
See Streamline with Human Team and Deploy Gateway.
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