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Agent Setup & Scheduling

1. What is an “Agent” in AI Studio?
An Agent is the AI (or AI-assisted) profile that represents your business in conversations. The agent profile stores business details, intro scripts, and availability so the system behaves correctly across channels. 2. What information should I add to an agent profile?
Recommended fields to keep accurate:
  • Business name
  • Email + phone
  • Website URL
  • Business type/category
  • Address
  • Company description
  • Introduction script (used as a greeting)
3. Why does agent availability matter?
Availability helps the system behave correctly around working hours and scheduling. It reduces missed handoffs and keeps routing and responses aligned with real hours. 4. Can I set different hours per day?
Yes. You can toggle availability per day and set start/end times individually. 5. What does “Apply on following days” do?
It copies the same schedule to multiple days so you don’t manually enter the same hours repeatedly.

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Knowledge Base

6. What is the Knowledge Base used for?
The Knowledge Base powers accurate AI and agent responses. You can store internal docs, FAQs, policies, pricing, and anything your AI should reference when responding to customers. 7. How can I add content to the Knowledge Base?
You have four main options:
  • Create files manually
  • Upload existing files
  • Create folders for organization
  • Scrape your website (fastest)
8. What does “Sync” do?
Sync updates the knowledge base so:
  • agents use the latest content
  • AI responses reflect new/updated data
  • scraped content becomes usable

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Website Scraping

9. How does website scraping work in Z360?
When you click Scrape Website, you:
  • enter your website URL
  • Z360 crawls your site and extracts content
  • content is organized into structured files/folders automatically
Typical processing time: 5–10 minutes, depending on site size. 10. When should I scrape instead of uploading docs?
Scrape your website when:
  • your main truth source is your public site
  • you want a fast knowledge base without manual copy/paste
  • your content changes frequently (you can re-scrape and sync)

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Actions & Integrations

11. What are Actions in Z360?
Actions let you automate workflows by calling external services or APIs. They can be triggered inside abilities and used to push/pull data. 12. What can I configure inside an Action?
An action typically includes:
  • Name + description
  • API endpoint URL
  • Arguments (inputs)
  • Headers (Authorization, Content-Type, etc.)
13. What are “Integrated Actions”?
Integrated actions are actions made available once a third-party integration is connected. After connecting a tool, you can trigger actions for that tool directly inside workflows. 14. What third-party apps can be integrated?
Z360 supports 40+ integrations, including:
  • Google services (Gmail, Calendar, Drive)
  • QuickBooks
  • ClickUp
  • Trello
  • Slack
  • Salesforce
  • Zendesk
  • HubSpot
  • Stripe
  • Zapier (for thousands more)
15. What are the real benefits of integrations?
  • Sync data between systems automatically
  • Trigger actions in other apps without leaving Z360
  • Keep work centralized (tickets, tasks, scheduling, CRM updates)

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Custom AI Experts and Memory

Can I create custom AI Experts?
Yes. In AI Studio > Experts, you can create specialized experts with their own name, icon, description, system prompt, trigger settings, and allowed apps. Which ready-to-use experts are included?
Every organization includes Business Manager and Frontdesk experts. Business Manager helps with day-to-day operations across Z360 records and settings. Frontdesk helps with inbound triage, lead capture, customer follow-up, and routing customer conversations. What is the Visual Expert Builder?
The Expert builder is the unified workspace for configuring an expert. It brings Expert details, Triggers, Apps, Skills, Governance, and Runs into one place so you can review how the expert works without jumping between separate pages. How can a custom expert run?
An expert can run from Chat, on a Schedule, or from supported External connected-app triggers. At least one trigger must stay selected. What are AI Studio Automations?
AI Studio Automations run the main agent on a recurring Schedule or when a connected-app Trigger fires. Use them for repeatable main-agent work that does not need a separate custom expert. See Create and Manage AI Studio Automations. Can an automation be private?
Yes. Set Access to Private when only you should see and use the automation. Set Access to Organization for shared team automations. Can I run an automation immediately?
Saved scheduled automations can use Run now when they are active, valid, saved, and have no unsaved changes. Trigger automations run when their connected-app event occurs. Can I limit what a custom expert can do?
Yes. Use Allowed apps to choose the apps and action groups the expert can use across chat, scheduled runs, and external triggers. Can I make an expert private?
Yes. Set Ownership to Private when only you should see and use the expert. Use Organization when the expert should be shared with the whole team. How do expert approvals work now?
Approval prompts stay with the active Ask Z run that needs review. When an expert asks to use an app or make a customer-impacting change, review the displayed action details before approving or rejecting it. Can I clone a voice for my AI phone agent?
Yes. Go to AI Studio > Voice, click Clone a voice, record or upload a clear sample, confirm consent, preview the cloned voice, and select it from Your cloned voices. Why does a voice say Not covered by BAA?
HIPAA-enabled organizations may see Not covered by BAA on cloned voices or some built-in voices. Choose a covered voice for workflows that handle protected health information. Can an automation run when a conversation tag is added?
Yes. Create a Trigger automation, choose the Z360 trigger source, select Conversation tag applied, and either leave Conversation tags empty for any tag or choose specific tags. What intelligence levels can I choose for an expert?
Experts can use Everyday, Advanced, or Frontier intelligence. Use Advanced for most work, Everyday for simple checks, and Frontier for complex workflows. Can I review an expert’s recent runs?
Yes. Open the expert settings and review Previous runs when recent activity is available. The list shows expert activity you are allowed to access, including private runs for your own experts and organization-wide runs for shared experts. Why can’t I activate another Expert or Automation?
Your organization may have reached its active Expert or active Automation limit. Deactivate, pause, or delete another item before activating the new one. Why does a scheduled Automation need more spacing?
Z360 requires scheduled Automations to be spaced far enough apart. Move the schedule to a later time or choose a different cadence, then save again. Can I browse reusable AI Skills?
Yes. Open AI Studio > Skills to browse organization and private skills, search by skill details or file path, filter by access scope, preview skill files, or use Add skill to ask Z to create a reusable skill. How do I know which connected app triggers are available for an expert?
Open the expert, enable External, and use Select trigger. AI Studio shows the available triggers for connected apps and accounts, along with any status labels reported by the integration. Why did integration search show an app outside the Popular list?
The pre-built integration search checks the broader catalog, not only the default Popular selection. Use search when you know the app name, then clear filters if the result still does not appear. What is Ask Z Memory?
Memory stores durable assistant context. Organization memory can apply across the team, while User memory is scoped to an individual teammate. Semantic memory is loaded every turn; episodic memory is available on demand. Is Memory the same as the Knowledge Base?
No. The Knowledge Base stores reference content for answers and business information. Memory stores durable assistant context, preferences, and recurring facts.

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Abilities (Create, Edit, Triggers, Registration)

16. What is an Ability in Z360?
An ability is an automated workflow that runs when certain triggers are met. It can ask questions, route users, and execute actions like creating tickets or sending responses. 17. What are triggers and how do they work?
Triggers decide when an ability starts. Triggers are evaluated when someone interacts with AI through:
  • Phone
  • Email
  • Live chat
When a trigger condition matches, the ability starts and its workflow executes. 18. What’s the difference between Registration and Non-Registration abilities? Registration abilities
  • Only interact with registered users
  • OR help users register first (by collecting their information)
Non-registration abilities
  • Work for anyone (registered or not)
  • Best for public-facing tasks like FAQs, basic inquiries, info requests
19. Can I add multiple triggers to one ability?
Yes. Multiple triggers let the same ability run from different channels or different phrasing patterns.

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Building Abilities (Ask, Speak, Act, Condition)

20. What do Ask / Speak / Act nodes do?
  • Ask: collects info and stores it in variables
  • Speak: replies back to the user naturally
  • Act: performs tasks (ex: create ticket)
  • Condition: branches the workflow based on variable values
21. Why use Condition nodes?
Condition nodes let you build different flows depending on user answers. Example:
  • If appointment type is “follow up” → ask previous provider
  • If appointment type is “new appointment” → ask reason for visit
22. How do variables work in workflows?
Ask nodes store user responses into variables (e.g., {appointment_type}), which can be reused later in:
  • Conditions
  • Speak messages
  • Ticket creation fields
  • Actions