Skip to main content
Who can use this?
  • Gallabox users with Chat AI Agents created or being considered.
  • Roles: Owners and Admins (and roles with AI agent permissions) for configuration; Agent role for general usage questions.

​
Creating and Configuring Agents

1

Go to AI Agents and Bots

Go to AI Agents and Bots in the left navigation of Gallabox.
2

Click Create New → Chat AI Agent

Click Create New → Chat AI Agent.
3

Follow the 4-step wizard

Follow the 4-step wizard:
  • Step 1 — Industry: Select your industry or type a custom one
  • Step 2 — Use Case: Choose a use case (Lead Qualification, Sales, FAQ, etc.)
  • Step 3 — Channel: Select WhatsApp, Instagram, and/or Web Chat
  • Step 4 — Business Details: Provide a website URL or short description for the agent to learn from
4

Wait for the agent to be created

Wait for the agent to be created — the system generates role, goal, and instructions automatically.
5

Review and edit the agent

Review and edit the agent in the Home and Settings tabs.
6

Click Save to activate

Click Save to activate.
For full details on editing and refining the agent after creation, see the Chat AI Agent overview.
The agent’s answers depend on its instructions and Knowledge Base. To fix wrong answers:
1

Review the agent setup

Go to AI Agents and Bots → [Your Agent] → Home.
2

Check the Role, Goal, and Instructions

Review the Role, Goal, and Instructions fields — are they specific enough?
3

Check the Knowledge Base

Check the Knowledge Base — are the right documents uploaded and indexed?
4

Test the same question

Test in the Test Widget with the same question that gave the wrong answer.
5

Make the instructions more specific

Edit the instructions to be more specific about what the agent should and should not say.
6

Adjust chunking if needed

If the Knowledge Base is returning irrelevant chunks, try adjusting the chunk size and overlap in the Knowledge Base–level chunking settings — all documents in that knowledge base inherit them.

​
Agent Not Responding

Check these in order:
1

Is the agent active?

Go to AI Agents and Bots — the agent should show “Active” status.
2

Is the agent assigned to the conversation?

The agent triggers when assigned to a conversation. Check your assignment rules or manually assign the conversation to the agent.
3

Check AI credits

Check your AI Wallet — if AI credits are exhausted, the agent won’t respond.
4

Check session timeout

If the session has timed out, the agent stops responding. WhatsApp and Instagram default to 3 minutes, and the timeout is configurable. See Channel Behaviour.
The session likely timed out. WhatsApp and Instagram default to 3 minutes, and the timeout is configurable. See Channel Behaviour for full session details.

​
Knowledge Base Issues

Check these in order:
1

Is the Knowledge Base connected?

Go to AI Agents and Bots → [Your Agent] → Settings → Knowledge Base and verify at least one Knowledge Base is connected.
2

Are the documents indexed?

Check the status column — documents should show Completed, not Pending, Processing, or Failed.
3

Does the question match the documents?

The agent only retrieves chunks that match the query. Try rephrasing the question to match the language in your documents.
4

Are the right chunks being retrieved?

Test in the Test Widget and check the agent’s reasoning — it should show which Knowledge Base chunks it retrieved.
The PDF is likely scanned (not text-based), password-protected, or corrupted — see the troubleshooting steps in Add Data Sources.

​
Session and Timeout Issues

Session timeout is a configurable default of 24 hours for WhatsApp/Instagram and 1 hour for Web Chat — see Channel Behaviour. You can change it in the agent’s drop-off settings — in minutes (up to 59) or hours (up to 24). You can also reduce the need for long sessions by:
1

Make responses more concise

Configuring the agent to be more concise in its responses
2

Hand off to a human

Using @assignTo to hand off to a human before the session would naturally time out
3

Continue on WhatsApp

On Web Chat, enabling the handoff to WhatsApp so visitors can continue on WhatsApp (which resets the session when they reply)

​
Credits and Billing

AI credits are consumed each time the agent generates a response, and also by Knowledge Base indexing — see AI Wallet for how credits are consumed and monitored.

​
General

Yes. When creating or editing a Chat AI Agent, you can select multiple channels. The agent will handle conversations on all selected channels. Note that the session timeout (configurable default of 24 hours) and the 24-hour window apply to both WhatsApp and Instagram.
Use the Test Widget built into the agent editor:
1

Go to your agent

Go to AI Agents and Bots → [Your Agent].
2

Open the Test Widget

Click Test Widget in the top bar.
3

Send test messages

Type messages as a visitor would — the agent responds in real time.
4

Review the session log

Check the session log to see what the agent did, what Knowledge Base chunks it retrieved, and what credits were consumed.