#Three levels: account, workspaces, elements
The account is your company: it has the plan, the team and the phone numbers. Inside the account there are one or more workspaces: when you sign up, you already have one, the “Main workspace”. Inside a workspace you create the elements, that is, the agents and flows that work for you.
#What lives where
| Level | What it contains | Where you manage it |
|---|---|---|
| Account | Plan and payments, monthly usage, add-ons, team users and permissions, phone numbers. | Menu with your name › Account |
| Workspace | The connected channels (WhatsApp, Instagram, Messenger) and calendars, the contact book and lists, the languages the agents speak, the time zone, opening hours and closing days. | WorkspaceIntegrations, Contacts, Settings |
| Agent | Its conversations or calls, its training, its instructions, the look of its widget, its settings. | The items in the agent's group in the sidebar |
Resources are shared, behavior is not. All the agents in a workspace use the same contact book: if the same customer writes to two agents, there is still only one contact. Each agent, however, has its own instructions, knowledge and conversations.
For many businesses the main workspace is enough. When it makes sense to create another one is explained in Workspaces and Overview.
#How an agent thinks
Unlike a chatbot with fixed questions, an AI agent understands the request and decides what to do. Three things guide it.
| Part | What it contains | Where you set it |
|---|---|---|
| Instructions | Who the agent is, what tone it uses, what it must do and what it must not do. This is the “prompt”. | Chat agent: Playground. Voice agent: Agent profile. |
| Knowledge | Your company's information: website pages, documents, FAQs, texts. | Chat agent: Training. Voice agent: it has no training. What it knows lives in its instructions, in the “Prompt & Instructions” step of the Agent profile (Company Name and Description field). |
| Tools | The actions it can take: hand the conversation to a person, collect the customer's details, transfer a call, book an appointment in a calendar. | Chat agent: Playground and Agent profile. Voice agent: Agent profile. |
What to put in the instructions and what in the knowledge base: see Instructions or knowledge: what goes where.
#What happens when a customer writes
Each channel in the workspace must be assigned to an agent: that agent answers the messages on that channel.
#What happens when a customer calls
How to give the agent a number: Connecting your phone: the options.
#Hours in SupportFast
You enter your opening hours once, in the workspace. Many settings then use them, with three choices: always, Only during opening hours or Only outside opening hours. Here is where you find each one and what it controls.
| Where you set it | What it controls |
|---|---|
| WorkspaceSettingsGeneral, “Opening hours” panel, with “Closing days (holidays)”. The time zone is in “Languages and Localization”, Time zone field. | The reference hours for all the rows below, except campaigns. They also feed the “Inside / outside hours” statistic on the chat agent's Dashboard. |
| Chat agent: Agent profileInterface, “Agent Reply Hours”, The agent replies field. | When the agent answers on its own in the website chat. Outside those hours it does not answer: the conversation is left to an operator, and Conversations shows “Opened by business hours”. |
| WorkspaceIntegrations, the WhatsApp, Instagram or Messenger channel page, “Availability and Reply” panel, Reply Hours field. | The same thing, but for that channel: on Meta channels this choice applies, not the one in Interface. Outside those hours, messages are left to an operator. |
| Chat agent: Agent profileOperator Chat, “Operator Availability Hours”, The operator is available field. | Whether a customer who asks for a person finds a teammate. Outside those hours the customer reads the “Unavailability Message”. |
| Voice agent: “In-call” step, transfer destination, Availability field. | Whether the agent can pass the call to that destination. It is checked at the start of each call. |
| Voice agent: “General” step, “Initial Greeting Message” panel, “During business hours” condition. | Which greeting the agent says, for example a different one outside business hours. |
| Automations: “Wait” node, Only during opening hours switch. | If the time to resume falls outside opening hours, the wait continues until the next opening time. |
| Campaigns: Campaign options, “Allowed hours” panel. | The time slots in which the campaign sends messages or calls. These hours belong to the campaign: Copy the workspace hours copies them once. Without time slots the campaign does not start. |
Always set the workspace hours. Without time slots, the chat and the operators are always available, but for the voice agent the workspace counts as always closed: an “Opening hours only” destination never becomes active. See Opening hours and closing days.