How can we help?

The big picture

There are two kinds of agents you can build, plus the tools that make them smart:

Your first 15 minutes

1. Finish onboarding Tell us about your business so we can pre-tune your first agent.
2. Create a Chat Agent Go to Chat → Chat Agents and add one. Give it a name and a personality.
3. Add knowledge Upload a few documents or scan your website under the agent's Knowledge Base tab so it answers from your content.
4. Style & embed it Theme the widget, then copy the Embed snippet onto your site.
5. Watch it work Conversations appear under Threads, and anything the AI can't handle lands in Live Support.

At a glance you'll see:

• AI Containment Rate — the share of conversations your AI resolved on its own, without a human. Higher is better; it's the headline measure of how much work your agents are saving you.
• Conversations handled — total volume across your chat agents for the selected period.
• Team status — which support agents are online and how many chats each is handling.
• Recent activity — the latest threads and calls so you can jump straight in.

Create & configure

Open Chat → Chat Agents and click + New. Inside the agent editor you'll find tabs for everything about that agent:

Support handoff

When the AI can't help — or a visitor asks for a person — the agent raises its hand and the conversation appears in Live Support. You control when this happens from the Configuration tab. Set notification recipients under Notifications so the right teammates get pinged.

Add files

1. Open Files Go to Tools → Files for account-wide files, or an agent's Knowledge Base tab to manage what that agent uses.
2. Upload or scan Drag & drop documents into the upload zone, or paste a URL to scan a website (up to 50 pages).
3. Wait for processing After upload, the file is sent to the AI for indexing. You'll see an animated Processing with AI… state — this can take a moment for large files.
4. Attach In an agent's Knowledge Base tab, toggle a file on to make it available to that agent.

Limits & formats

The number of files and the max file size depend on your plan — you'll see your remaining slots on the Files page. If you hit the limit, delete unused files or upgrade your plan.

Theme the widget

In an agent's Theme tab, set your colors (background, bubbles, text, links, icons), upload a logo, and choose the widget position. A live preview updates as you edit. You can save reusable custom themes, or generate a starting palette from your website's URL.

Embed on your site

1. Copy the snippet From the Embed tab, copy the script (or iframe) code.
2. Paste before </body> Add it to every page you want the widget on.
3. Allow your domain List the domains the widget may load on in the Embed/Configuration settings — otherwise it won't appear.

Manage reusable tools under Tools → Tools, then enable them per agent from the agent's Tools tab. Each tool has a type and a configuration; toggle it on and the agent can call it when the conversation calls for it.

To see what your agents actually did, open Tools → Tool Activity — a searchable log of every tool call, when it ran, and the result.

Open Chat → Threads to browse and search conversations. Click any thread to read the full transcript, see which agent handled it, whether it was escalated, and how it was resolved. Use it to spot gaps in your Knowledge Base, review agent quality, and follow up with customers.

Statuses you'll see on a thread include AI (handled by the agent), Waiting (escalated, awaiting a human), Human (an agent took over), and Resolved.

The queue

Conversations are grouped by status:

• Waiting — visitors waiting for an agent to take over. A timer shows how long they've waited.
• Active — conversations you or teammates are currently handling.
• Needs notes — resolved chats that still need a resolution note.
• Resolved — completed conversations from the last 24 hours.

Handle a conversation

1. Set your status Choose Available from the status dropdown so you start receiving chats. Your status syncs to the customer widget so people know a human is reachable.
2. Review the context Read the AI's conversation before jumping in — you'll usually have everything you need to help immediately.
3. Take over Click Take Over in the chat header. The visitor is told a human has joined, and you can type directly. A typing indicator shows the guest when you're writing — and shows you when they are.
4. Resolve When the issue is handled, click Mark Resolved and add a short resolution note for your records.

Open Chat → Support Requests to see open items, reply, and close them out. Use this for questions that need research, a callback, or another team — anything you can't resolve in the moment in Live Support. The sidebar shows a badge with the number of pending requests so nothing slips through.

Build a voice team

Open Voice → Voice Agents. A team is a set of agents, each with its own personality, knowledge, and providers. For each agent you configure:

• Providers — the LLM (the brain), the Voice/TTS (how it sounds), and the STT (how it hears). Mix and match for cost and quality.
• Knowledge — attach Knowledge Base files just like a chat agent.
• Routing — define when calls route to this agent (the "Routes here when…" rule).

Manage numbers under Voice → Phone Numbers. Assign a number to a team so incoming calls reach your agents, and use it as the caller ID for outbound calls. If you don't have a number yet, that's the first thing to set up before going live with voice.

Open Voice → Calls to review call history. Filter by agent or status, then open a call to listen to the recording, read the transcript, and see how it was handled. It's the voice equivalent of Threads — use it to coach agents and catch missing knowledge.

Open Reports to track conversation and call volume, AI containment over time, response times, and team performance across a date range you choose. Use it to prove ROI, spot busy periods for staffing, and see whether changes to your agents are moving the numbers.

Workspaces

Each workspace is a separate account with its own agents, billing, and team. Switch between workspaces from the name dropdown at the top-left. Manage them under Settings → Workspaces.

Team & roles

Under Settings → Team, invite teammates and set what they can do. Support agents handle Live Support; admins manage billing and settings. Adding a seat may affect your subscription — you'll be told before anything changes.

Verified phones

Settings → Verified Phones manages the phone numbers allowed to receive SMS alerts and notifications, so the right people are reachable when an agent escalates.

Plans & subscription

Your plan sets your limits (agents, files, features). Most accounts start on a trial. Manage or change your plan under Settings → Subscription.

Credits & auto-recharge

Usage — like AI messages and call minutes — draws down a credit balance. Under Settings → Billing & Credits you can top up, and turn on auto-recharge so your balance refills automatically when it runs low. We'll also email a low-balance alert before you run out.

Payment methods, usage & invoices

• Settings → Payment Methods — add or update the card on file.
• Settings → Credit Usage — see exactly where credits went, by day.
• Invoices are available for every charge for your records.

Chat Agents can be multilingual — add the languages you support in the agent's Configuration, and the agent will understand and reply in the visitor's language. In Live Support, messages can be translated so your human agents can help across languages even when they don't speak them.

Under Settings → API & SSO you can generate API keys to integrate Verlingo with your own systems, and configure single sign-on so your team logs in through your identity provider. These features depend on your plan — if the section isn't visible, your current plan doesn't include them yet.