Andy App Support

Outcome

Find the right Workspace or Agent page, understand what each area controls, and use the signed-in Soporte bubble for reviewed product help and human follow-up.

Navigate the App

The Workspace switcher at the top of the sidebar changes the active Workspace. The Agent selector in the top bar changes which Agent the Agent-level pages operate. Always confirm both before changing configuration.

The upper sidebar is scoped to the selected Agent:

• Messages shows its Conversations.
• Knowledge contains Documents and Q&A used to answer Visitors.
• Customers groups Leads, Contacts, and Insights.
• Connections groups Channels and Integrations.
• Configure Andy contains General, Widget, Behavior, Lead capture, and Handoff settings.

The lower sidebar is scoped to the current Workspace:

• Agents lists the Workspace's Agents and is where a new Agent starts.
• Posts opens the Workspace area where you create, approve and schedule social posts.
• Config contains Members, General settings, and Usage & plan.

The User menu is anchored at the bottom of the sidebar. It preserves account, Admin access when permitted, Usage, subscription, theme, language, development information, and sign-out actions.

Soporte reply promises and metrics

In the separately granted Soporte app, Métricas reports received tickets, first Public Replies, resolutions, reopens, unresolved backlog age, and tickets past the first-reply promise. The summary above the inbox shows unassigned tickets, unanswered tickets past the promise, and median first-reply time. Amber due marks apply to unanswered first replies. Reopening keeps the original first reply and ticket history.

The Workspace Owner changes the promise, selected weekdays, daily opening interval and support timezone in Configurar. Closed hours do not count. Receipts, due marks and time metrics all use the current calendar; changing it recomputes those views. The support calendar is separate from the sales timezone and Agent Metrics.

The same controls are available through support.settings.inspect, Owner-only support.settings.configure, and support.metrics.inspect. Andy chat and MCP expose manage_support_settings and get_support_metrics. CLI users can run andy support settings inspect, andy support settings configure --reply-promise-minutes 120 --time-zone Europe/London --business-hours-file hours.json, and andy support metrics inspect --period 7d. The hours file contains {"days":[1,2,3,4,5],"startMinutes":540,"endMinutes":1080}; Sunday is zero. Writes from these adapters update the open App.

Metrics count saved events in UTC-hour buckets. A refill shows a rebuilding state until complete. When a time-statistics sample exceeds this view's bound, unavailable medians and past-promise counts appear as —, while event totals remain available. These are separate Support Ticket facts, with no reminders or follow-up SLA.

Get help in the Soporte bubble

Open the support bubble in the lower-right corner of an authenticated Workspace. The Support Agent answers in your question's language using reviewed Andy help. It cannot inspect your account, Workspace configuration, billing, Messages, or other Customer Content. Check account facts in their normal App pages.

Choose Talk to the team to open a numbered Support Ticket. The form asks whether to attach the visible AI conversation; only your explicit consent attaches it. My requests shows your tickets and their public replies. Internal Notes and operator-only events are never included.

Reply Email groups public updates and links back to the original App surface. Sign in normally and select the ticket's authorized Workspace if necessary; the link does not grant access or switch Workspaces automatically. Replies belong in the ticket, not the email inbox. A resolved ticket must be reopened before you continue it; its number and history stay the same.

The separately granted Soporte app is for provider operators. Its Configurar page controls the verified sender, response calendar and installation. Soporte Alert is an operator notification preference independent of Sales alerts.

Pauta Viva retains a separate campaign chat on its authenticated outreach page. Both New campaign and the campaign menu open that panel. Closing keeps the page's current conversation; leaving outreach or changing Workspace clears it. It uses the existing allowlisted campaign tools and approval rules, and is not the customer help surface.

Agents, Knowledge, and configuration

An Agent owns its behavior, Knowledge, and Channel setup. Use the Agent selector before opening an Agent-level page. Use the Workspace-level Agents page to create or choose a different Agent.

Knowledge is the reviewed factual material an Agent may use. Keep each Knowledge Source current, remove private material that Visitors must not receive, and verify that a new revision is active before relying on it. The Knowledge guide covers versioned ingestion and safe reconciliation.

Use Configure Andy for the selected Agent's instructions and Visitor-facing behavior:

• General for identity and core settings.
• Widget for everything a Visitor sees in the Widget: the Greeting, Suggested questions, the Proactive Message, the look and the Launcher, beside a preview of each state.
• Behavior for response instructions and conversational controls.
• Lead capture for the information required before a Conversation becomes a Lead.
• Handoff for the supported transfer from an Agent to a human responder.

Configuration changes affect the selected Agent, not every Agent in the Workspace.

Channels and Integrations

A Channel is where an Agent interacts with Visitors or systems. Andy supports configured surfaces such as web and Public Chat, Official WhatsApp, Slack, Instagram Messaging, and voice when available to the Workspace.

An Integration connects an external service that the Agent may use through an approved Tool Configuration. Current examples include Google Drive for Knowledge, Google Calendar for availability and Appointments, and Bsale for supported business information.

Open Connections, confirm the selected Agent, then choose Channels or Integrations. A provider connection does not grant Andy permission beyond its configured purpose. Disconnecting a provider removes its active credentials; it is not the same as deleting previously retained business records.

Use the Instagram Messaging guide to connect a professional Instagram account and verify the inbound-message and reply path. Instagram Publishing is a separate Platform Connection under Posts.

Use the Google Calendar guide to connect a calendar to an Agent, set Booking Rules, and let the Agent book Appointments with Visitors.

Customers, Leads, and Insights

The Customers group separates three related records:

• A Contact is the durable person record for one Agent.
• A Lead is a commercially relevant prospect captured from one Conversation and linked to one Contact.
• Insights interpret Conversations, Leads, and Channel patterns for the selected Agent.

Use these pages to review outcomes and evidence. The Support Agent cannot inspect these account records.

Posts and scheduling

The Workspace Posts area is a basic scheduler: you bring your own text, attach an image or video, and Andy handles approval, social account connections, scheduling, and publication. A post moves through drafting, approval, scheduling, and publication. Any Member can draft a post with media and send it for approval; only an Owner or Admin can approve, schedule, or publish it.

Keep a human approval step wherever the current workflow requires one. The Support Agent can explain reviewed setup instructions; make changes through the authorized App pages.

Appointment scheduling is configured for an Agent through Google Calendar and its Booking Rules. Those rules determine the calendar, timezone, Business Hours, Appointment Types, buffers, and minimum notice used to offer Slots. Post scheduling and Visitor Appointment booking are separate workflows.

Plan, Usage, billing, and account settings

Open Config → Usage & plan to review the current Plan, trial or renewal state, Usage, and Limits. Access to a feature depends on effective Entitlements, not the plan label alone.

Only a User with the required Workspace role may manage billing. Check your role and billing access in the App; the Support Agent cannot inspect or change them.

Use the User menu at the bottom of the sidebar for personal account actions, language and theme preferences, sign-out, and any Admin entry available to the signed-in User. Workspace membership and Workspace configuration remain under Config.

Privacy boundary

The host server checks the signed-in User and fresh Workspace membership before issuing a short-lived Requester Pass. The Support Agent receives reviewed product Knowledge rather than access to the Requester's account data. Ticket reads remain scoped to the installation, canonical Requester and active Workspace. Do not paste secrets, Customer Content or private account records into help messages.

Only a consented AI transcript is attached for operators. Requester ticket history contains public messages, not Internal Notes. Technical usage telemetry records outcomes and model/token totals without storing chat bodies as sales Conversations.

Troubleshooting

Before asking for help:

1. Confirm the Workspace and Agent selectors.
2. Reload once if the page or bubble has stale state.
3. Check Config → Usage & plan for an Entitlement or Limit.
4. Reopen the relevant Channel or Integration and review its status.
5. Preserve a request ID or stable error category, but remove secrets and Customer Content.

If help is temporarily unavailable, retry the bubble and keep using App navigation. A contained page error keeps its surrounding Workspace help; root errors retain Retry and Home so you can recover to an authenticated Workspace. Use Troubleshooting and Upgrading for CLI and public-contract failures.

Contact a person

Use Talk to the team in the signed-in bubble. The form explicitly controls whether to attach the AI conversation; follow the resulting ticket for human replies.

For public developer-contract problems, follow the safe evidence template in Support. Never submit passwords, session tokens, Workspace API Keys, provider credentials, private Knowledge, or customer Conversations.