> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/faq.md).
# FAQ
**Last updated:** June 11, 2026
### Most common issues
Start here for the fastest answers:
* [Setup and rollout](#setup-and-rollout) — for reply issues and go-live testing
* [Accuracy and troubleshooting](#accuracy-and-troubleshooting) — for duplicate messages and weak answers
* [Routing and handoff](#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](/tutorial/simulator.md) to reproduce the case before testing it live.
How should I test before going live?
Use these three tools together:
* [Simulator](/tutorial/simulator.md) for full reply logic
* [Asset Debugger](/tutorial/turn-assets-into-ai/asset-debugger.md) for knowledge retrieval
* [Action Debugger](/integrations/action-debugger.md) 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](/tutorial/instructions-assets-and-sub-agents.md) 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](/tutorial/turn-assets-into-ai/web-page.md) and [Website Domain](/tutorial/turn-assets-into-ai/website-domain.md).
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.
See [Configure Workspace Settings](/tutorial/tune-aissist-behavior/configure-workspace-settings.md).
### 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](/tutorial/turn-assets-into-ai/asset-debugger.md) and re-run the conversation in [Simulator](/tutorial/simulator.md).
See [Refine Assets](/tutorial/tune-aissist-behavior/refine-assets.md) 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](/integrations/action-debugger.md) to test the action, then [Simulator](/tutorial/simulator.md) 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.
See [Streamline with Human Team](/tutorial/streamline-with-human-team.md).
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.
See [Configure Workspace Settings](/tutorial/tune-aissist-behavior/configure-workspace-settings.md).
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](/tutorial/streamline-with-human-team.md) and [Deploy Gateway](/tutorial/deploy-gateway.md).
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