Andy App Support

Navigate the authenticated Andy App, understand its operational areas, and get privacy-safe help from Andy.

Outcome

Find the right Workspace or Agent page, understand what each area controls, and use the in-App Andy Assistant for product or account questions without exposing Customer Content.

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, Appearance, 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.
Calendar opens the Workspace marketing and scheduling surface.
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.

Ask the Andy Assistant

Select Andy in the top-right of an authenticated Workspace or Agent page. On desktop, the assistant opens beside the current page. On smaller screens, it opens as a full-screen panel.

Andy can explain product behavior from reviewed documentation and answer these account-scoped questions for the current Workspace:

Which Workspace and Agent are selected?
Which Agents belong to this Workspace?
What Plan is active, what Usage has been recorded, and which Limits apply?
May the current User manage billing?

The assistant is read-only. It cannot change configuration, connect a provider, send or publish content, book an Appointment, capture a Lead, or perform a Handoff. Ask for the relevant App path when a change is required, then make and review that change yourself.

Closing and reopening the assistant retains the current conversation in the browser. Reloading the page, changing Workspace, signing out, or ending the browser session clears it. Andy does not save the assistant transcript as Messages or Conversations.

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.
Appearance for supported visual presentation.
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 marketing Platform Connection under Calendar.

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 Andy Assistant cannot read Message bodies, Contact or Lead contents, Knowledge contents, or Insight evidence.

Marketing and scheduling

The Workspace Calendar brings marketing planning, approved content work, provider connections, scheduling, and result reconciliation together. Marketing is not only content generation: a reviewed item may progress through planning, approval, scheduling, publication, and measurement.

Keep a human approval step wherever the current workflow requires one. The Andy Assistant can explain the process, but it cannot create a Marketing Plan, approve or schedule a Piece, publish content, connect a provider, or alter a calendar.

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. Marketing 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. The Andy Assistant can say whether the current User has that permission, but it cannot open checkout, change a subscription, expose billing identifiers, or perform a payment action.

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

For an account-specific answer, Andy may inspect only the current User and current Workspace's Support Context:

Current User name and email.
Current Workspace name, slug, role, and active or archived state.
Plan name and status, trial or renewal dates, Usage and Limits, and billing-management permission.
Agent ID, name, slug, status, and which Agent is selected.

Every account lookup rechecks the signed-in User's current Workspace membership. Andy cannot target another User or Workspace from a request or prompt.

Andy cannot inspect Customer Content, Messages, Contacts, Leads, Knowledge contents, Agent prompts or instructions, credentials, API Keys, provider tokens, billing identifiers, member lists, or another Workspace. Never paste secrets or Customer Content into the assistant.

Service telemetry may record technical facts such as request outcome, latency, model, token totals, locale, and which safe support capability ran. It does not record assistant input or output text, account values, or personal data.

Troubleshooting

Before asking for help:

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

If Andy is temporarily unavailable, App navigation and the existing support-request form remain available. Use Troubleshooting and Upgrading for CLI and public-contract failures.

Contact a person

Choose Contact support in the Andy Assistant to open the existing support-request form. Only the message explicitly submitted through that form is retained for human follow-up; the assistant conversation is not attached automatically.

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.