Support
FAQ
Common questions about EBI's AI Studio assistants and flows.
What’s the difference between a flow and content?
- Flows are curated conversations (best for frequent, high-impact, or policy-sensitive topics).
- Information sources are approved supporting information (best for broad coverage, like documents and websites).
Why is my assistant using the fallback message?
Usually because:
- There isn’t a matching flow, or
- The assistant doesn’t have enough approved information sources to answer reliably.
Fix: add or tighten a flow, or add a better information source.
Where do I test changes before they go live?
Use Try your live AI in Content → Flows.
Can I restrict where the widget loads?
Yes. In Style, add allowed domains under Restrict to your domains (optional).
How do I publish changes?
- For flows: Content → Flows → Publish
- For style/domain changes: Style → Save and publish
Where can I see what users asked?
Use Request viewer. You can filter by Response helpful? and select Export to CSV.
How do I add live chat handover?
- Go to Live chat and select Go online.
- Add agents in Teams (if needed) and set Working hours in Settings.
- Review AI settings → User Message Journey for live chat behaviour.
See: Live chat operations