Question 1

How do I sign up for Cuneiform Chat?

Accepted Answer

You can sign up using Google, Microsoft, or email (passwordless magic link). No password is required — just choose your preferred sign-in method and follow the prompts.

Question 2

What should I do first after signing up?

Accepted Answer

Start by creating your organization, then upload documents to your content library, create an AI agent, test it in the Playground, and deploy it to your preferred messaging channels.

Question 3

Do I need a credit card to start?

Accepted Answer

No. The Trial plan gives you full feature access with limited credits for testing — no credit card required.

Question 4

How long is the free trial?

Accepted Answer

Your trial countdown is displayed on the Billing page. You can upgrade to a paid plan at any time to continue using the platform with higher limits.

Question 5

Where can I find help navigating the platform?

Accepted Answer

Use Saba, our built-in AI assistant — open it with Cmd+K (Mac) or Ctrl+K (Windows/Linux), or click the floating icon in the bottom-right corner. You can also visit our documentation at docs.cuneiform.chat or email support@cuneiform.chat.

Question 6

How do I create my organization?

Accepted Answer

After signing in, click "Create Organization" and fill in your organization name (required), industry, and company size. You can optionally add a description and support contact details.

Question 7

What information is needed when creating an organization?

Accepted Answer

Organization name (required), industry (required), and company size (required). Optionally: description, and support contact details (email, phone, website, address) — agents share these when users need human help.

Question 8

Can I create multiple organizations?

Accepted Answer

Currently, each user can create and manage one organization. Contact our support team if you need multiple organizations for enterprise use.

Question 9

Can I change my organization settings later?

Accepted Answer

Yes. Open Account Management from your profile menu to update your organization name, description, industry, company size, default response language, and support contact details at any time.

Question 10

What are Support Contact details used for?

Accepted Answer

When users ask your AI agent for human assistance, the agent shares your support contact details (email, phone, website) so they can reach your team directly.

Question 11

How do I invite team members?

Accepted Answer

Go to the Team page and click "Invite Member." Enter their email address and assign a role (Admin or Member). They'll receive an invitation email to join your organization.

Question 12

What is the difference between Admin and Member roles?

Accepted Answer

Admins have full access to all features including team management, organization settings, and billing. Members can view agents, content, and analytics but cannot modify settings, manage team members, or access billing.

Question 13

How many team members can I have?

Accepted Answer

Team size depends on your plan. Trial has limited seats, Starter and Plus support multiple seats, and Enterprise offers unlimited team members.

Question 14

Can I change a team member's role?

Accepted Answer

Yes. Admins can update any team member's role from the Team page.

Question 15

How do I create my first AI agent?

Accepted Answer

Go to Agents and click "Create Agent." Fill in the agent name (max 100 characters), optional description, set up its persona, configure LLM settings, and choose knowledge access. Your progress is auto-saved as a draft.

Question 16

What is an Agent Persona and how do I create one?

Accepted Answer

A persona is a system prompt that defines your agent's personality, behavior, and boundaries. You can write one manually or use the Generate button to launch the AI-powered Persona Builder, which guides you through five characteristic categories.

Question 17

What is the Persona Builder?

Accepted Answer

An AI-powered tool with five characteristic categories: Role & Identity, Communication Style, Response Behavior, Operational Boundaries, and Knowledge Integration. Configure each category, then generate your persona. You can save it as a reusable preset for your organization.

Question 18

What are Platform Rules?

Accepted Answer

Mandatory safety guardrails applied to every agent. They prevent fabrication of facts, require the agent to say "I don't know" when information is unavailable, block impersonation of professionals, correct false premises, and refuse harmful content. Platform Rules cannot be disabled.

Question 19

What do the different agent statuses mean?

Accepted Answer

Testing: Playground enabled, integrations disabled (default for new agents). Active: Both playground and integrations enabled. Inactive: Everything disabled temporarily. Archived: Hidden from main list, everything disabled.

Question 20

Can I customize which AI model my agent uses?

Accepted Answer

Yes. Toggle Advanced mode in the LLM Configuration section to choose a specific model and adjust the temperature (0.0-1.0). Default mode uses your organization's tier settings. For factual Q&A, a temperature of 0.3-0.5 is recommended.

Question 21

What does "Show Document References" do?

Accepted Answer

When enabled, your agent includes source document references in its responses. This is useful for legal, compliance, or knowledge-sharing use cases where users need to know where information comes from.

Question 22

How many agents can I create?

Accepted Answer

It depends on your plan. Trial offers a limited number, Starter and Plus support multiple agents, and Enterprise provides unlimited agents. Check the Agents page for your current limit.

Question 23

Can my agent respond in different languages?

Accepted Answer

Yes. Cuneiform Chat supports 24 languages including Arabic, French, German, Spanish, Turkish, Chinese, Japanese, and more. Set a default response language at the organization level in Settings, or override it per agent. The agent responds in the configured language while its accuracy and safety rules remain in English.

Question 24

What file types can I upload?

Accepted Answer

Supported formats include PDF (text-based and scanned), Word (DOCX, DOC), Plain Text (TXT), Markdown (MD), Rich Text (RTF), PowerPoint (PPTX, PPT), HTML, JSON, and XML. Images, audio, video, archives, and executables are not supported.

Question 25

How do I upload documents?

Accepted Answer

On the Content page, drag and drop files or click the upload area to browse. You can also import from Google Drive, Dropbox, OneDrive, or Box, or switch to the Website tab to crawl public websites. You can assign tags before uploading, and batch upload is supported.

Question 26

How long does document processing take?

Accepted Answer

Most documents complete within a few minutes. Larger or more complex files may take longer. You can track progress on the Content page — each document shows its current processing status.

Question 27

What do the document processing statuses mean?

Accepted Answer

Uploading: File is being uploaded. Queued: Waiting to be processed. Processing: Being analyzed and indexed. Ready: Available for agents to use. Retrying: Processing is being retried. Failed: An error occurred — you can try reprocessing from the document menu.

Question 28

How do I organize documents with folders and tags?

Accepted Answer

Folders provide hierarchical organization — each document belongs to one folder. Tags allow cross-cutting categorization — each document can have unlimited tags. Use folders for broad categories (departments, projects) and tags for topics or themes.

Question 29

Can I control which documents an agent can access?

Accepted Answer

Yes, through Knowledge Access Control. Exclude Mode (default) gives the agent access to all documents except those you select. Include Mode restricts the agent to only the folders, tags, or individual documents you select. Changes take effect immediately.

Question 30

How do I update a document's content?

Accepted Answer

Delete the old version and upload the updated file. The system detects duplicate content automatically. You can also reprocess an existing document from its menu if the original file hasn't changed.

Question 31

What should I do if a document fails to process?

Accepted Answer

Click the document menu and select "Reprocess." If it continues to fail, verify the file format is supported, the file isn't corrupted, and it's within size limits. Scanned PDFs may have lower quality extraction due to OCR limitations.

Question 32

Can I import content from websites?

Accepted Answer

Yes. Switch to the Website tab on the Content page, enter a URL, and click Crawl. The crawler visits pages up to 2 levels deep and extracts content as Markdown. You can review and edit each page before processing it into your content library.

Question 33

How many pages can I crawl from a website?

Accepted Answer

The maximum number of pages per crawl depends on your plan. You can crawl one website at a time. Only publicly accessible pages are supported — login-protected content cannot be crawled.

Question 34

Which cloud storage providers are supported?

Accepted Answer

Google Drive, Dropbox, OneDrive, and Box. Each provider has a dedicated file picker accessible from the Content page.

Question 35

How do I import files from cloud storage?

Accepted Answer

On the Content page, click the icon for your provider, sign in to authorize read access, then select the files you want to import. Selected files are copied into your content library automatically.

Question 36

Are cloud storage imports synced automatically?

Accepted Answer

No. Cloud imports are one-time copies. If the original file changes in your cloud storage, you'll need to re-import it to update the content in your library.

Question 37

Does Cuneiform Chat have write access to my cloud files?

Accepted Answer

No. We only request read access to the files you explicitly select. Your original cloud files remain unchanged. You can revoke access at any time through your cloud provider's settings.

Question 38

Can I import Google Docs and Slides?

Accepted Answer

Yes. Google Workspace files (Docs, Slides, Sheets) are automatically converted to text during import. Note that formatting, images, and charts are not preserved — only the text content is extracted.

Question 39

How do I test my agent before going live?

Accepted Answer

Click "Test" on the agent card or the "Test Agent" button when editing. The Playground opens as a side panel where you can chat with your agent using your actual content. New agents start in Testing status with the Playground enabled.

Question 40

What should I test in the Playground?

Accepted Answer

Test basic Q&A accuracy with your documents, edge cases (unanswered topics, ambiguous questions), multi-turn conversations, topic changes, and tone consistency. Evaluate each response for accuracy, relevance, completeness, and appropriate length.

Question 41

Can I test agents in Inactive or Archived status?

Accepted Answer

No. The Playground is only available for agents in Testing or Active status. Change your agent's status to Testing to re-enable playground access.

Question 42

How do I know my agent is ready for deployment?

Accepted Answer

Your agent is ready when it answers common questions accurately, handles edge cases gracefully, maintains the right tone, respects defined boundaries, and multi-turn conversations flow naturally. Then change its status to Active to enable channel integrations.

Question 43

Which messaging platforms can I deploy my agent to?

Accepted Answer

Telegram, Discord, Slack, WhatsApp, Google Chat, Meta (Facebook Messenger), and your own website via an embeddable chat widget. All channels are available on every plan.

Question 44

Can one agent be deployed to multiple channels?

Accepted Answer

Yes. Deploy a single agent to multiple channels simultaneously. It uses the same content, provides consistent responses, and all conversations are tracked in unified analytics with centralized history.

Question 45

What do I need before setting up an integration?

Accepted Answer

At least one agent created, documents uploaded to your content library, and the agent tested in the Playground. Each channel also has specific requirements — for example, Telegram needs a BotFather token, Discord needs app credentials, and Google Chat requires a verified domain.

Question 46

How do I set up a Telegram bot?

Accepted Answer

Create a bot via @BotFather on Telegram to get a token. Then go to your agent's Integrations tab, select Telegram, paste the token, and connect. You can customize the bot's name, description, and avatar through BotFather.

Question 47

How do I connect my agent to Slack?

Accepted Answer

Go to your agent's Integrations tab and click Connect for Slack. Complete the OAuth flow to authorize your workspace. Once connected, users can interact via the /ask slash command or direct messages.

Question 48

How do I connect my agent to Discord?

Accepted Answer

Create an application in the Discord Developer Portal, add a bot, get the credentials (Application ID, Public Key, Bot Token). Enter these in your agent's Integrations tab, set the webhook URL, then add the bot to your server.

Question 49

How do I connect my agent to WhatsApp?

Accepted Answer

Go to your agent's Integrations tab and select WhatsApp. Use the embedded signup flow to connect your WhatsApp Business Account, verify your phone number via SMS or voice call, and set up Two-Step Verification with a PIN. Messages are subject to WhatsApp's 24-hour messaging window.

Question 50

How do I connect my agent to Facebook Messenger?

Accepted Answer

Go to your agent's Integrations tab and select Meta. Click Connect with Facebook, authorize your Facebook Page, and grant the required permissions. Your agent will respond with typing indicators and automatically split long messages (2,000 character limit per message). Note: one agent per Page, and Messenger only (not Page comments).

Question 51

How do I connect my agent to Google Chat?

Accepted Answer

Google Chat requires a Google Workspace account and a verified domain. Create the integration from your agent's Integrations tab, add a DNS TXT record for domain verification (may take up to 48 hours to propagate), then complete bot verification by sending a code in Google Chat. Different spaces can use different agents via the /set-agent command.

Question 52

What is domain verification and why is it needed for Google Chat?

Accepted Answer

Domain verification proves you own your organization's domain. It's a one-time setup required by Google Chat — add a DNS TXT record provided during setup to your domain's DNS settings. Propagation can take up to 48 hours depending on your DNS provider. Once verified, it applies to all future Google Chat integrations for your organization.

Question 53

How do I add a chat widget to my website?

Accepted Answer

Go to the Integrations page and find the Website Widget section. Click "Create Widget" to configure your widget's appearance, select the agent that will respond, and optionally restrict which domains can embed it. Once created, copy the embed code (a single script tag) and paste it into your website's HTML before the closing tag.

Question 54

Does my agent need to be Active for integrations to work?

Accepted Answer

Yes. Channel integrations are only enabled when the agent's status is Active. Agents in Testing, Inactive, or Archived status cannot receive messages from external channels. The website widget requires the assigned agent to be Active as well.

Question 55

Where can I find detailed integration setup guides?

Accepted Answer

Each channel has a step-by-step guide in our documentation at docs.cuneiform.chat/integrations, including screenshots, troubleshooting tips, and security best practices.

Question 56

What analytics are available?

Accepted Answer

The dashboard shows total queries, conversations, unique users, and credits used. It includes query volume charts over time, channel and agent distribution breakdowns, and rankings of your top agents and channels by usage.

Question 57

Can I filter analytics by agent or channel?

Accepted Answer

Yes. Filter by specific agent, channel (Telegram, Discord, Slack, WhatsApp, Google Chat, Meta, Widget, Playground), and date range. Top agents and top channels are ranked by queries, conversations, and credits consumed.

Question 58

What time periods can I view?

Accepted Answer

Current billing cycle, last 7 days, last 14 days, last 30 days, or last 90 days. Data can be grouped by hourly, daily, weekly, or monthly granularity.

Question 59

How can I use analytics to improve my agents?

Accepted Answer

Identify which agents handle the most queries, find high-volume time periods, review conversation transcripts to spot gaps in your content, and use AI-powered insights to understand user intents and common topics.

Question 60

Can I see conversation details and transcripts?

Accepted Answer

Yes. The Conversations section shows individual chat sessions with full message history, timestamps, channel, agent, credits spent, and token usage. You can generate AI-powered insights (key points, user intents, suggested actions) and export conversations as JSON.

Question 61

What subscription plans are available?

Accepted Answer

Trial (free, limited credits, no credit card), Starter (core features, standard credits), Plus (generous credits, priority support, multiple seats), and Enterprise (custom credits, unlimited agents and seats, dedicated support). All plans include all channel integrations, website widget, and full analytics.

Question 62

How does the credit system work?

Accepted Answer

Platform Credits are consumed by AI queries (when agents respond), document processing (when files are uploaded and indexed), and embeddings generation. Your monthly allocation depends on your plan and resets each billing period.

Question 63

Can I upgrade or downgrade my plan?

Accepted Answer

Yes. Upgrades take effect immediately with prorated charges. Downgrades are scheduled for the end of your current billing period. Once a downgrade is scheduled, no further plan changes can be made until the new billing period begins. Verify your current usage fits within the new plan's limits before downgrading.

Question 64

What happens when I run out of credits?

Accepted Answer

You'll see a warning at approximately 80% usage. At 100%, a "Limit Reached" banner appears. Service is paused until your next billing period unless you enable Extra Usage or upgrade your plan.

Frequently Asked Questions

Getting Started

Account & Organization

Team Management

Creating & Configuring Agents

Content

Cloud Storage

Testing & Playground

Channel Integrations

Analytics & Monitoring

Billing, Plans & Credits

Platform Assistant (Saba)

Security & Privacy

Still need help?