# Interlinked AI — Full Documentation Export
> AI-powered sales and support automation for WhatsApp, Instagram, and Facebook.
> Website: https://interlinked-ai.com
> Language: en
> Generated: 2026-08-26
---
## Getting started
### Create your account
URL: https://interlinked-ai.com/en/resources/docs/create-your-account
Section: Getting started
Summary: Step-by-step instructions to register for Interlinked and access your workspace for the first time.
Last updated: 2026-04-19
## What you need before you start
Creating an Interlinked account takes less than two minutes. Before you begin, make sure you have the following ready:
- **A Google account or email address** — choose the sign-in method that matches how you want to access the workspace. Google sign-in is the quickest option.
- **A modern web browser** — Interlinked works best on Chrome, Firefox, Safari, or Edge. Make sure your browser is up to date.
- **A stable internet connection** — Google sign-in opens a separate permission window during registration, so a reliable connection helps the process finish successfully.
Tip
If you plan to connect Google Calendar later for appointment scheduling, using the same Google account can make account selection easier. Calendar permission is still reviewed separately when you connect it.
## How to create your account
### Step 1 — Visit the Interlinked website
Open your browser and go to [https://interlinked-ai.com/en](https://interlinked-ai.com/en). This is the public landing page where you can learn about the platform and start the registration process.
### Step 2 — Start registration
Select **Sign Up** on the public site. Choose **Sign in with Google** or the email option shown by the registration screen.
### Step 3 — Complete the sign-in screen
For Google, choose the account you want to use, review the permission screen, and continue. For email, complete the verification or password step shown by the panel.
Note
Google sign-in can be simpler because your Google account manages the sign-in. Whichever method you choose, use an account your team can retain access to.
### Step 4 — Open your workspace
After registration, the panel opens your workspace. If the workspace still needs initial setup, the **onboarding wizard** is available from the setup prompt. If the wizard is not open, use [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard).
Important
The onboarding wizard saves a draft as you work. Its final onboarding action creates a draft agent; publishing and activation are separate decisions in My Agents. You can leave optional setup for later when the panel offers Skip for now.
## What happens behind the scenes
When you create your account, Interlinked sets up several things automatically:
- **A workspace** is created for your business. It holds your agent, products, conversations, connections, and operational settings.
- **An AI agent** can be created as a draft. A draft is not customer-facing until you publish it, complete its readiness requirements, and activate it.
- **Default settings** are applied to your workspace, including language preferences based on your browser locale.
You do not need to configure any of this manually. The onboarding wizard will guide you through every decision.
## Troubleshooting
### The Google sign-in window does not appear
If the Google sign-in window does not open, check whether your browser is blocking pop-ups and try again. If you use a corporate Google Workspace account, your organization’s administrator may need to approve Interlinked.
### I signed in but nothing happens
Make sure you are not using a VPN or browser extension that blocks redirects. After signing in with Google, you should be automatically redirected to `panel.interlinked-ai.com`. If the redirect fails, try navigating to that URL directly — your session should already be active.
### I already have an account
If you have previously created an account, clicking **Sign Up** with the same Google account will simply log you into your existing workspace. No duplicate account is created.
## What to do next
Now that your account is created, continue to [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard) or read [Sign in with Google](/en/resources/docs/sign-in-with-google) for the Google sign-in flow.
---
### Sign in with Google
URL: https://interlinked-ai.com/en/resources/docs/sign-in-with-google
Section: Getting started
Summary: How to sign in with Google and what to do when the sign-in window or account access needs attention.
Last updated: 2026-04-19
## Why Interlinked uses Google sign-in
Interlinked uses Google as the primary authentication provider. When you sign in with Google, you benefit from:
- **No extra passwords to manage** — You use your existing Google credentials. There is no separate Interlinked password to create, remember, or reset.
- **Google account protection** — Google manages the sign-in and permission review using the security controls of your Google account.
- **Faster access on every visit** — If you are already signed into Google in your browser, logging into Interlinked takes a single click.
Note
Google sign-in is the recommended authentication method. It provides the smoothest experience and is required for features like Google Calendar integration.
## How the sign-in flow works
### First-time sign-in
When you select **Sign Up** or **Log In** on the Interlinked website, Google opens a sign-in and permission screen. Here is what happens step by step:
1. **Account selection** — Google shows you a list of your available Google accounts. Select the one you want to associate with your Interlinked workspace.
2. **Permission review** — Google asks you to review the permissions Interlinked is requesting. These typically include access to your basic profile information (name and email address).
3. **Authorization** — Click **Allow** to grant Interlinked access. You are redirected back to the Interlinked panel.
4. **Workspace creation** — If this is your very first sign-in, Interlinked creates a new workspace for you and opens the onboarding wizard automatically.
### Returning sign-in
If you have previously signed in and your Google session is still active in your browser, the process is even faster:
1. Click **Log In** on the Interlinked website.
2. Select your Google account (or it may be selected automatically if only one is available).
3. You are immediately redirected to your Interlinked dashboard.
No additional consent screen appears on subsequent visits unless you have revoked Interlinked's access in your Google account settings.
## Session management
### How sessions are maintained
Once you sign in, Interlinked maintains your session using secure authentication cookies. You stay logged in across page refreshes and browser restarts as long as your session has not expired.
### Signing out
To sign out, click your avatar or profile icon in the top-right corner of the Interlinked panel and select **Log out**. This clears your session and redirects you to the sign-in page.
Tip
Signing out of Interlinked does not sign you out of Google. Your Google session remains active in your browser for other Google services.
### Session expiration
If your session expires due to inactivity, you will be redirected to the sign-in page the next time you try to access the panel. Simply click **Log In** and select your Google account to resume where you left off. Your data, configurations, and conversations are all preserved — nothing is lost when a session expires.
## Switching Google accounts
If you need to use a different Google account with Interlinked:
1. Sign out of the Interlinked panel.
2. On the sign-in page, click **Sign in with Google**.
3. When Google shows the account selection screen, choose a different account or click **Use another account** to enter credentials for an account that is not listed.
Important
Each Google account is linked to its own Interlinked workspace. If you sign in with a different Google account, you will access a different workspace with its own AI agent configuration, products, and conversations. Workspaces are not shared between Google accounts.
## Google Workspace and corporate accounts
Interlinked fully supports Google Workspace (formerly G Suite) accounts. If your business uses Google Workspace, you can sign in with your corporate email address just like any other Google account.
However, some organizations restrict which third-party applications their users can authorize. If you see a message saying that Interlinked is not approved by your organization, contact your Google Workspace administrator and ask them to allow the Interlinked application.
## Troubleshooting
### I see "Access Denied" after selecting my Google account
This usually means your Google Workspace administrator has restricted access to connected applications. Ask your IT administrator to approve Interlinked in your organization’s Google administration settings.
### My session keeps expiring too quickly
Make sure your browser is not set to clear cookies on exit. Interlinked uses authentication cookies to maintain your session, and clearing them forces a new sign-in on every visit.
### I accidentally used the wrong Google account
Sign out of the Interlinked panel and sign in again with the correct Google account. Each Google account maps to a separate workspace, so switching accounts simply switches workspaces.
## What to do next
If you have just created your account and signed in for the first time, the onboarding wizard should already be open. Continue to [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard) to learn what to expect.
---
### Open the onboarding wizard
URL: https://interlinked-ai.com/en/resources/docs/open-the-onboarding-wizard
Section: Getting started
Summary: Open the onboarding route, understand the saved progress model, and know what happens when setup is finished.
Last updated: 2026-08-13
## Open onboarding
After signing in, open the panel’s onboarding experience when you are setting up the first agent for the workspace. If the panel has already moved you to the dashboard, open **My Agents** under **AI & Automation** and create an agent from there; the guided setup uses the same current agent-creation flow.
The wizard is a guided page, not a technical setup screen. It asks for the business and customer-journey information needed to create a useful draft agent.
## What the wizard covers
The current wizard groups setup into these chapters:
1. **Personalize** — describe the business role, market, and expected demand.
2. **Workspace** — enter the business and agent identity.
3. **Agent’s job** — choose the customer journey the agent should handle.
4. **Operations** — configure workflow-specific information such as locations, payment, calendar, or qualification.
5. **AI model** — choose an available model for the agent.
6. **Voice** — set tone, response style, and greeting.
7. **Connect and collaborate** — add a product or service catalog, connect channels, and invite teammates when available.
8. **Review** — check the setup before creating the draft agent.
The exact steps change with the selected workflow. Pickup needs a location, appointments need calendar information, and paid journeys need a ready payment method.
## Move through the wizard
- Select **Continue** to save the current step and move forward.
- Select **Back** to revisit the previous step or screen.
- Use **Skip for now** only when the panel marks the catalog or service work as optional.
- Use the outline on large screens, or the step selector at the top on smaller screens, to return to completed steps that the panel makes available.
The header displays **Progress saved** or **Saving…**. If an error appears, select **Try again** and confirm that the step is saved before continuing.
## Draft behavior
The wizard saves setup as a draft. The final onboarding action is **Create draft agent**; it creates an agent that is off and is not yet customer-facing. It does not replace the separate publish and activation steps.
Catalog imports are also reviewed in the wizard and Products area. A file that has only been staged is not the same as a confirmed catalog. See [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import).
## Leave and return later
You can close the wizard after the progress message confirms that your work is saved. Return to the same guided setup when you are ready. After a draft agent has been created, open it from **My Agents** and use **Guided configuration** instead of starting a second onboarding flow.
## Continue after the wizard
When the draft agent opens, review its readiness card. Complete missing requirements, publish the configuration, and use **Validate and launch** only when you want the agent to respond on its assigned customer channel. See [Review agent readiness](/en/resources/docs/review-agent-readiness).
---
### Connect your first channel
URL: https://interlinked-ai.com/en/resources/docs/connect-your-first-channel
Section: Getting started
Summary: A lightweight starting point for this topic, ready for screenshots and step-by-step detail later.
Last updated: 2026-04-19
## Overview
Channels are the customer-facing places where your Interlinked AI agent can receive and respond to messages. During setup, connecting at least one channel is the bridge between your configured AI agent and real customer conversations.
Interlinked AI is designed around messaging channels such as WhatsApp, Instagram, and Facebook Messenger. The exact connection flow depends on the channel and the account permissions required by the underlying platform, but the goal is always the same: authorize Interlinked AI to receive incoming customer messages and send responses through the connected business identity.
## Before you begin
Before connecting a channel, make sure you have:
- Access to the business account or page you want to connect
- Permission to authorize third-party tools for that account
- A completed or in-progress onboarding setup
- A clear idea of which channel customers should use first
If you are still choosing the rest of your setup, start with [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard) and [Choose a workflow](/en/resources/docs/choose-a-workflow).
## Where channel setup happens
You can connect channels in two main places:
1. **During onboarding** - The setup wizard includes a channel connection step before you publish.
2. **After launch** - Open the agent from **My Agents** and use its **Apps** settings when you need to add or reconnect a channel.
For the onboarding flow, see [Connect channels](/en/resources/docs/connect-channels). For post-launch edits, see [Manage connected channels](/en/resources/docs/manage-connected-channels) and [Configure an AI agent](/en/resources/docs/configure-an-ai-agent).
## How to choose your first channel
Choose the channel where customer conversations already happen most often. If your customers usually message you on WhatsApp, start there. If they discover you through Instagram or Facebook, connect the social inbox that receives the most serious buying or support conversations.
You can add more channels later, so the first channel does not need to represent your entire customer communication strategy. It should be the safest place to validate that the AI agent understands your business, responds with the right tone, and follows the workflow you selected.
For detailed per-channel setup guides, see [Connect Instagram](/en/resources/docs/connect-instagram), [Connect Facebook Messenger](/en/resources/docs/connect-facebook-messenger), or [Connect WhatsApp Business](/en/resources/docs/connect-whatsapp-business).
## What to check after connecting
After a channel is connected:
- Confirm that the channel shows as connected in **Channels** and assigned in the agent’s **Apps** settings.
- Send a test message from a customer-facing account or device.
- Check the CRM after publishing to confirm the conversation appears.
- Review the AI response and adjust business context if needed.
For what happens after publishing, see [What happens after you publish](/en/resources/docs/what-happens-after-you-publish).
---
## Onboarding wizard
### Onboarding wizard overview
URL: https://interlinked-ai.com/en/resources/docs/onboarding-wizard-overview
Section: Onboarding wizard
Summary: The wizard saves a guided draft, adapts required steps to the selected workflow, and ends by creating an agent draft.
Last updated: 2026-08-13
## What the onboarding wizard does
The onboarding wizard helps you prepare a workspace and an AI agent through a guided, saved draft. It asks only for the operational information required by the workflow you choose, while allowing optional sections to be completed later.
The current wizard is organized into these chapters:
1. **Personalize** — answer a few questions about your role, market, and expected demand.
2. **Workspace** — enter the business name and agent name.
3. **Agent’s job** — choose the kind of work the agent should perform.
4. **Operations** — complete workflow-specific rules such as delivery, pickup, appointments, qualification, or payment details.
5. **AI model** — choose the available model for this agent.
6. **Voice** — set communication style, response length, and greeting.
7. **Connect and collaborate** — add products or services, connect channels, and invite teammates when available.
8. **Review** — check the draft before creating the agent.
The exact steps are conditional. A shipping workflow does not need the same information as an appointment or service workflow, and a hybrid setup can require both types of operations.
## Navigation and saved progress
The left outline shows the current chapter and the steps that have been completed or are available. On smaller screens, open the step selector at the top of the wizard.
- **Continue** saves the current step and moves forward.
- **Back** returns to the previous step or screen.
- **Skip for now** is shown only for optional catalog or service sections that can be completed later.
- Completed steps can be revisited from the outline when the panel makes them available.
The header reports **Progress saved** or **Saving…**. If you leave before finishing, reopen the wizard and continue the saved draft. If the panel shows an error, resolve it or use **Try again** before assuming the last change was saved.
## Catalog and service steps
When the selected workflow needs a product catalog, the wizard uses the same staged import review as the Products area. Import the file, review the mapped rows, validate the changes, and commit the catalog before continuing. A catalog that is only staged is not ready for the required step.
Service workflows can ask for a service catalog and service journey details. A service must have enough information for its chosen outcome before the workflow can rely on it. See [Create and configure a service](/en/resources/docs/create-and-configure-a-service).
## Required, optional, and complete later
The outline labels each step as **Required**, **Optional**, or **Complete later**. A required step must pass its visible validation before the wizard can continue. Optional work can be skipped, but skipping it can leave the resulting agent without that capability until you complete the setup later.
Examples of conditional requirements include an active calendar for appointment workflows, locations and hours for pickup, payment details for paid journeys, and qualifying questions for qualification workflows.
## The Review step creates a draft
The Review step summarizes the business, agent, workflow, model, voice, operations, and connected catalog or services. Selecting **Create draft agent** creates an agent that is still off and has a draft configuration. It does not publish the configuration or start customer-facing responses.
After the draft is created, continue in [Review agent readiness](/en/resources/docs/review-agent-readiness). For a new agent created from **My Agents**, the equivalent final action is **Create agent and review**; the lifecycle after that is the same.
## If you need to change the draft later
Open the agent from **My Agents** and select **Guided configuration**. The configuration wizard uses the same saved-draft model and editing the draft does not change the live agent. For focused changes, use [Configure an AI agent](/en/resources/docs/configure-an-ai-agent).
---
### Company information and agent identity
URL: https://interlinked-ai.com/en/resources/docs/company-information-and-agent-identity
Section: Onboarding wizard
Summary: Step 1 of the wizard: set up your company name, industry, website, social links, AI personality, and greeting message.
Last updated: 2026-04-19
## What this step does
The first step of the onboarding wizard collects the foundational information about your business and defines how your AI agent will communicate with customers. This step is divided into three sections: **company information**, **social presence**, and **agent identity**.
All fields configured here are used by the AI agent to introduce itself, understand the context of your business, and maintain a consistent tone across all customer conversations.
## Company information
This section captures the core details about your business.
### Company name (required)
Enter the name of your business as you want the AI agent to refer to it in conversations. This is the name customers will see when the AI introduces itself or mentions the business.
Important
The company name field is required. You cannot proceed to the next step until you fill it in. Use the name your customers know — not a legal entity name, unless that is what your customers recognize.
### Industry
Select or enter your business industry. This helps the AI understand the context of your business and tailor its responses. For example, a restaurant AI will speak differently about products than a clothing store AI.
### Website URL
Enter your business website URL. The AI can reference this in conversations if a customer asks for more information. This field is optional but recommended.
## Social presence
This section lets you link your social media profiles so the AI knows about your online presence.
### Instagram link
Your Instagram profile URL. If connected, the AI may reference your Instagram content or direct customers to your profile.
### Facebook link
Your Facebook page URL. Similar to Instagram, this gives the AI context about where customers can find you.
### TikTok link
Your TikTok profile URL. This is optional and helps the AI have a complete picture of your social media presence.
Tip
You do not have to fill in all social media fields. Only add the platforms where your business is active. The AI will adapt based on whatever information you provide.
## Agent identity
This section defines the personality and first impression of your AI agent.
### Communication style
Choose how you want your AI agent to communicate with customers. You can select up to three styles from the following options:
| Style | How the AI communicates |
|-------|------------------------|
| **Professional** | Formal, polished, and business-focused. Best for B2B, consulting, and financial services. |
| **Friendly** | Warm, approachable, and conversational. Works well for retail, food, and lifestyle brands. |
| **Empathetic** | Understanding, patient, and supportive. Ideal for healthcare, wellness, and customer support. |
| **Direct** | Clear, concise, and to the point. Good for tech, logistics, and time-sensitive services. |
| **Enthusiastic** | Energetic, positive, and engaging. Great for entertainment, fitness, and events. |
You can combine styles. For example, selecting **Friendly** and **Professional** will produce a tone that is warm yet polished — appropriate for a boutique hotel or a premium ecommerce brand.
### Greeting message
The greeting message is the **first message the AI sends** when a customer contacts your business through WhatsApp, Instagram, or Facebook Messenger. This is the opening line of every new conversation.
Write a greeting that feels natural and matches your selected communication style. For example:
- **Professional**: "Hello! Welcome to Acme Consulting. How can we assist you today?"
- **Friendly**: "Hey there! 👋 Welcome to Sunny Bakery. What can I help you with?"
- **Direct**: "Hi. Welcome to QuickFix. Tell me what you need."
Note
The greeting message has a maximum length of 400 characters. A live preview shows you exactly how the message will look in a chat bubble as you type it, so you can adjust the wording and tone before moving on.
## Validation and proceeding
The only field that is strictly required to move to the next step is the **company name**. If it is empty, the **Continue** button will be disabled and a hint message will appear.
All other fields are optional but strongly recommended. The more information you provide, the better your AI agent will perform in conversations.
## What to do next
After filling in your company information, social profiles, and agent identity, click **Continue** to proceed to [Choose a workflow](/en/resources/docs/choose-a-workflow), where you will select the conversation flow that matches your business model.
---
### Choose a workflow
URL: https://interlinked-ai.com/en/resources/docs/choose-a-workflow
Section: Onboarding wizard
Summary: Step 2 of the wizard: pick the conversation workflow that defines how your AI agent handles customer interactions.
Last updated: 2026-04-19
## What this step does
The second step of the onboarding wizard is where you choose a **workflow** — the conversation flow that defines how your AI agent interacts with customers. Your workflow determines the entire structure of customer conversations: what the AI asks, what information it collects, and how it guides customers toward a purchase, appointment, or handoff.
This is the most important decision in the wizard because it directly controls the AI's behavior and determines which additional configuration steps appear after this point.
## Two workflow families
Workflows are divided into two families:
### Retail workflows
Retail workflows are designed for businesses that sell physical products. The AI guides customers through product discovery, cart management, order placement, and payment. There are three retail workflows:
| Workflow | What it does |
|----------|-------------|
| [Shipping & Pickup](/en/resources/docs/shipping-and-pickup) | The AI asks customers whether they prefer shipping or in-store pickup, then follows the appropriate flow for each |
| [Shipping Only](/en/resources/docs/shipping-only) | The AI handles delivery-based orders with address collection, shipping rules, and the configured payment step |
| [Pickup Only](/en/resources/docs/pickup-only) | The AI offers pickup from one or more configured locations and shares preparation information when available |
### Service workflows
Service workflows are designed for businesses that offer services — consultations, appointments, classes, or any interaction that requires scheduling or qualification. The panel can show several service journeys depending on the current product configuration:
| Workflow | What it does |
|----------|-------------|
| [Qualify & Schedule](/en/resources/docs/qualify-and-schedule) | The AI asks qualification questions, then helps the customer book an appointment |
| [Qualify & Transfer](/en/resources/docs/qualify-and-transfer) | The AI asks qualification questions, then hands off the conversation to your team |
| [Qualify, Pay & Schedule](/en/resources/docs/qualify-pay-and-schedule) | The AI qualifies the lead, completes the configured payment step, then schedules the appointment |
| [Free Appointment](/en/resources/docs/free-appointment) | The AI helps the customer book an appointment without an upfront payment |
| [Paid Appointment](/en/resources/docs/paid-appointment) | The AI completes the configured payment step before the appointment journey continues |
| [Handoff to Human](/en/resources/docs/handoff-to-human) | The AI collects the available information, then transfers the conversation to your team |
Tip
Not sure which workflow to choose? Read the Workflows overview for a detailed comparison that will help you decide.
## How to select a workflow
Workflows are presented as visual cards grouped by family (Retail or Service). To select a workflow:
1. Review the available workflow cards.
2. Select the card that best matches your business model.
3. Read the preview that appears for the selected workflow.
The workflow preview explains the customer outcome, the main steps, and the setup the agent will need. Use it to confirm that the selected journey matches the way your team sells or delivers.
## How your choice affects the remaining steps
When you select a workflow and click **Continue**, the wizard recalculates which steps come next. For example:
- Selecting **Shipping Only** adds configuration steps for delivery rules and bank accounts.
- Selecting **Qualify & Schedule** adds steps for qualification questions, Google Calendar connection, calendar settings, and calendar availability.
- Selecting **Handoff to Human** adds no extra steps — it is the simplest workflow.
This dynamic step adjustment happens automatically. You do not need to manually add or remove steps.
## Changing your workflow
You can change your workflow at any time during the wizard:
1. Click **Go Back** until you return to the workflow selection step.
2. Select a different workflow.
3. Click **Continue**.
The wizard will recalculate the remaining steps based on your new selection. Any data you entered for steps that are no longer relevant (for example, calendar settings if you switch from a service to a retail workflow) is saved in the draft but will not be used.
Note
After onboarding, open the agent from My Agents and use Guided configuration or the agent’s Work settings to review a workflow change. The change remains a draft until you publish it.
## What to do next
After selecting your workflow, click **Continue**. The wizard will take you to the first workflow-specific configuration step. For a detailed guide to each workflow and its steps, see the [Workflows overview](/en/resources/docs/workflows-overview).
---
### Add business context
URL: https://interlinked-ai.com/en/resources/docs/add-business-context
Section: Onboarding wizard
Summary: Provide free-text instructions and business rules that shape how your AI agent responds to customers.
Last updated: 2026-04-19
## What this step does
The business context step gives you a free-text area where you can write additional information, rules, or instructions that the AI agent should use when talking to customers. It complements the structured workflow, catalog, service, channel, and payment settings.
Think of business context as **a practical operating brief for your AI agent**. Write only information you want the agent to use in customer conversations.
## Character limit
The field accepts up to **5,000 characters**. Keep the most important rules specific and easy to follow.
## What to include
Here are some effective examples of business context you can provide:
### Business rules and policies
Tell the AI about your specific business rules:
- "We do not offer refunds on sale items."
- "All orders over $500 MXN get free shipping."
- "Appointments must be booked at least 24 hours in advance."
- "We are closed on Sundays and public holidays."
### Communication instructions
Shape how the AI communicates:
- "Always greet the customer by their first name if known."
- "Never share internal pricing with customers."
- "If a customer asks about a competitor, acknowledge their question but redirect to our unique features."
- "Use formal Spanish when responding."
### Product-specific knowledge
Add context that goes beyond what is in your catalog:
- "Our best seller is the Classic Leather Bag — recommend it when customers are undecided."
- "The Signature Blend coffee is temporarily out of stock. Suggest the Reserve Blend as an alternative."
- "Sizes run small — recommend customers order one size up."
### Frequently asked questions
Pre-answer common customer questions:
- "Our return policy is 30 days for unused items with original packaging."
- "Shipping typically takes 3-5 business days within Mexico."
- "We accept bank transfers only. We do not accept credit cards."
Tip
The more specific your context, the better the AI performs. Instead of "be helpful", write "always suggest related products after the customer adds an item to the cart." Concrete instructions produce better results than vague guidelines.
## How the AI uses this context
The agent uses this information alongside its selected workflow and other configured business information. It can influence tone, wording, and answers, but it does not replace required workflow data such as product prices, payment readiness, locations, or calendar availability.
Important
Business context does not override verified product, payment, booking, or workspace rules. Avoid contradictory instructions and use CRM manual control when a person needs to decide.
## This step is optional
The business context field is completely optional. You can leave it empty and click **Continue** to move on. You can always come back and add or update this context later from the agent’s **Guided configuration** or **Knowledge** settings. See [Configure an AI agent](/en/resources/docs/configure-an-ai-agent).
Specific, current context is more useful than a long list of vague instructions.
## What to do next
After adding your business context (or leaving it empty for now), click **Continue** to proceed to [Connect channels](/en/resources/docs/connect-channels), where you will link your WhatsApp, Instagram, and Facebook Messenger accounts.
---
### Connect channels during onboarding
URL: https://interlinked-ai.com/en/resources/docs/connect-channels
Section: Onboarding wizard
Summary: The wizard can connect Instagram, Facebook Messenger, and WhatsApp Business; connection, assignment, publishing, and activation are separate steps.
Last updated: 2026-08-13
## What this onboarding step does
In the onboarding wizard, **Connect and collaborate** contains the channel connection screen and, when permitted, the teammate invitation screen. The exact channel step appears only when the workspace flow requires it.
Connecting an account makes it available to the workspace. It does not publish or activate the agent. The agent is created as a draft at the end of onboarding and can be assigned to a channel later from **Channels** or **My Agents → Apps**.
## Connect a channel
1. Select the available channel card and choose **Connect**.
2. Complete the provider’s account and business-asset selection flow.
3. Return to the wizard and verify the connected state.
4. Repeat for any other channel you want to prepare.
The available cards are Instagram, Facebook Messenger, and WhatsApp Business. The provider flow can ask for different business account, Page, or phone-number requirements. Use the platform articles when a connection needs additional preparation.
## What must happen later
The wizard’s final action is **Create draft agent**. It does not make the agent respond to customers. After the draft exists:
1. assign the intended channel to the agent;
2. complete any readiness requirements;
3. publish the reviewed configuration; and
4. use **Validate and launch** when you want customer-facing responses to begin.
See [Manage connected channels](/en/resources/docs/manage-connected-channels) and [Publish and activate an AI agent](/en/resources/docs/publish-and-activate-an-agent).
## If you skip the connection
If the channel is optional, you can continue and connect it later. If the selected workflow requires a customer channel or a calendar, the wizard or agent readiness card will keep that requirement visible.
For a failed provider flow, read [Meta channel connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting). Do not paste provider credentials or verification codes into Interlinked support messages.
---
### Finish onboarding and create a draft agent
URL: https://interlinked-ai.com/en/resources/docs/publish-and-go-live
Section: Onboarding wizard
Summary: The onboarding finish action creates a saved draft; publishing and activation happen later from the agent page.
Last updated: 2026-08-13
## Review before creating the draft
The last chapter of the onboarding wizard is **Review**. It summarizes the information collected for the workspace and agent, including the selected workflow, model, voice, required operations, and catalog or service setup.
Use **Edit** beside a section when something needs to change. Do not continue while a required catalog is only staged or while a required connection still shows an incomplete state.
## Create the draft agent
For the initial workspace onboarding flow, select **Create draft agent**. The panel saves the setup and opens the new agent’s detail page. The agent is created **off** with a draft configuration.
When you create another agent from **My Agents**, the equivalent action is **Create agent and review**. That action also leaves publishing and activation for the next stages.
The finish action does not:
- publish the agent configuration;
- turn the agent on for a customer channel;
- prove that every connection or workflow requirement is ready; or
- send an opening message to customers.
This separation gives you a final opportunity to review what the agent can do before it is customer-facing.
## Continue from the agent detail page
On the new agent page, look for **Ready to activate** and **Complete requirements**. The readiness card identifies missing configuration, connection, or assignment work. Use its action to open the relevant setup section.
Then follow this sequence:
1. Complete the items shown in readiness.
2. Publish the configuration when the draft is ready for the live baseline.
3. Use **Validate and launch** only when you want the agent to start responding on its assigned channel.
Read [Review agent readiness](/en/resources/docs/review-agent-readiness) and [Publish and activate an AI agent](/en/resources/docs/publish-and-activate-an-agent) for the complete lifecycle.
## If you leave before finishing
The wizard displays **Progress saved** after its changes are stored. You can return later and continue the draft. If a step is optional, **Skip for now** or **Skip section** leaves that work for later; a required step must be completed before the wizard can advance.
If you close the wizard after creating the draft, open **My Agents** instead of starting onboarding again. The agent page is the source of truth for its draft, published configuration, readiness, and on/off state.
---
## Workspace and navigation
### Dashboard overview
URL: https://interlinked-ai.com/en/resources/docs/dashboard-overview
Section: Workspace and navigation
Summary: Use the dashboard as the main operating view for conversations, performance signals, and next actions.
Last updated: 2026-04-17
## Overview
The dashboard is the main operating view after you sign in to the Interlinked panel. It gives you a starting point for monitoring AI activity, checking setup readiness, and moving into areas such as CRM, Orders, Calendar, Settings, and My Agents.
Most users reach the dashboard after signing in. From there, you can monitor live conversations, adjust an agent, review business activity, or manage account and billing settings.
## What the dashboard is for
Use the dashboard when you need a quick orientation point before jumping into a specific workflow:
- **Monitor operations** - Review the high-level state of AI activity and customer interactions.
- **Find product areas** - Move into CRM, Orders, Calendar, Products, Lead Discovery, My Agents, Automations, Services, or Payments.
- **Check setup context** - Confirm whether your account is operating from the expected organization or workspace.
- **Reach account controls** - Use the top bar and profile menu to open Settings or switch organizations when available.
The dashboard is not meant to replace detail pages. For example, use CRM for individual conversations, Orders for retail order details, Calendar for appointment scheduling, and Settings for account, billing, usage, and security.
## Common next steps
From the dashboard, users usually continue in one of these directions:
| Goal | Where to go |
|------|-------------|
| Review conversations or take manual control | CRM |
| Update AI behavior or workflow setup | My Agents |
| Review shipping or pickup orders | Orders |
| Manage appointment availability | Calendar |
| Check message usage or subscription status | Settings |
| Change organization context | Profile menu or organization switcher |
If you are not sure which area applies, start with the section overview for the product area you are trying to manage.
## Dashboard and workspace context
Dashboard information is tied to the organization or workspace you are currently using. If your account has access to more than one organization, confirm that you are viewing the correct context before interpreting metrics or making configuration changes. See [Understand organizations and workspaces](/en/resources/docs/understand-organizations-and-workspaces) and [Switch organizations](/en/resources/docs/switch-organizations).
## Related docs
Use this page with [Understand dashboard metrics](/en/resources/docs/understand-dashboard-metrics), [Use the top bar and profile menu](/en/resources/docs/use-top-bar-and-profile-menu), and [Settings overview](/en/resources/docs/settings-overview).
---
### Understand dashboard metrics
URL: https://interlinked-ai.com/en/resources/docs/understand-dashboard-metrics
Section: Workspace and navigation
Summary: Learn what dashboard metrics are for and which nearby docs explain CRM, usage, and daily operations.
Last updated: 2026-04-17
## Overview
Dashboard metrics are high-level signals that help you understand how your Interlinked workspace is operating. They are designed for quick orientation, not deep analysis. Use them to decide where to investigate next.
The exact metrics available can depend on your account state, workflow, connected channels, and product modules. For example, a retail workspace may care more about Orders, while a service workspace may care more about Calendar and appointment activity.
## How to read dashboard metrics
When reviewing dashboard metrics, focus on direction and context:
- **Conversation activity** helps you decide whether to inspect CRM.
- **Usage signals** help you decide whether to open the Usage tab in Settings.
- **Order activity** points to the Orders area for retail workflows.
- **Scheduling activity** points to Calendar for appointment workflows.
- **Setup or configuration prompts** point back to My Agents or onboarding docs.
If a number looks unexpected, do not treat the dashboard as the final source of detail. Open the product area that owns the underlying records.
## Metrics and plan usage
Usage-related dashboard signals should be interpreted together with your plan and billing status. The most detailed usage view lives in Settings, where you can see consumed messages, included messages, and your current plan. See [Usage and message limits](/en/resources/docs/usage-and-message-limits).
## Metrics and AI operations
Dashboard signals are especially useful after publishing your AI agent. On the first day after launch, use the dashboard as a quick monitoring surface, then open CRM to inspect individual conversations. See [What happens after you publish](/en/resources/docs/what-happens-after-you-publish) for first-day recommendations.
## Troubleshooting metric confusion
If dashboard information appears incomplete or surprising:
1. Confirm you are in the correct organization or workspace.
2. Check whether the relevant channel, workflow, or module is configured.
3. Open the owning product area for record-level detail.
4. Refresh the panel if you recently changed setup or billing state.
## Related docs
Use this page with [Dashboard overview](/en/resources/docs/dashboard-overview), [Usage and message limits](/en/resources/docs/usage-and-message-limits), and [CRM overview](/en/resources/docs/crm-overview).
---
### Use the top bar and profile menu
URL: https://interlinked-ai.com/en/resources/docs/use-top-bar-and-profile-menu
Section: Workspace and navigation
Summary: Learn where the top bar and profile menu fit in the panel navigation model.
Last updated: 2026-04-17
## Overview
The top bar and profile menu provide global navigation controls in the Interlinked panel. They are useful when you need to open Settings, confirm account context, access profile-level actions, or move between organizations when your account has more than one.
The exact menu items can vary by account state and permissions, but the profile menu is the safest place to look for account-level actions that are not tied to a single product module.
## What belongs in the profile menu
Use the profile menu for actions such as:
- Opening **Settings**
- Checking which account is signed in
- Reaching organization or workspace switching controls when available
- Accessing sign-out or account-level actions
Settings is the main destination for usage, billing, account profile, security, notifications, and authentication-related controls. See [Settings overview](/en/resources/docs/settings-overview).
## Navigation vs product areas
The top bar is global navigation. Product work still happens inside the area that owns the task:
| Task | Product area |
|------|--------------|
| Review or take over conversations | CRM |
| Change AI behavior | My Agents → select an agent |
| Manage orders | Orders |
| Manage appointment availability | Calendar |
| Manage subscription or account settings | Settings |
If you are trying to change business behavior, such as workflow, greeting, business context, or channel assignment, open **My Agents** and select the agent. Manage catalog data from **Products** and customer payment methods from **Payments**.
## Workspace context
If you manage more than one organization, always confirm workspace context before changing settings or interpreting dashboard activity. Switching organizations can change which conversations, orders, calendar settings, and account data you are viewing. See [Switch organizations](/en/resources/docs/switch-organizations).
## Related docs
Use this page with [Dashboard overview](/en/resources/docs/dashboard-overview), [Switch organizations](/en/resources/docs/switch-organizations), and [Settings overview](/en/resources/docs/settings-overview).
---
### Understand organizations and workspaces
URL: https://interlinked-ai.com/en/resources/docs/understand-organizations-and-workspaces
Section: Workspace and navigation
Summary: Learn how account identity, business context, workspace access, and the active organization fit together.
Last updated: 2026-08-13
## Overview
Interlinked uses account and workspace context to determine which business data
you are viewing and editing. Conversations, AI configuration, products,
orders, calendar settings, usage, billing, and people belong to a specific
business context.
For many users this feels simple: one account, one business, one workspace. For
teams or multi-business operators, the distinction matters because changing
context changes the records and configuration visible in the panel.
## Account, organization, and workspace
Use these concepts as a practical mental model:
- **Account** — Your sign-in identity, such as your email or Google account.
- **Organization** — A business context available to your account.
- **Workspace** — The operational environment where that business’s agents,
conversations, records, and team access are managed.
The panel can use different labels in different areas, but the user-facing rule
is consistent: confirm the business context before making a change.
## What belongs to the active workspace
The active workspace determines:
- Which dashboard activity and CRM conversations you see;
- Which agent draft or published setup you edit;
- Which products, services, orders, and calendar settings are available;
- Which people, roles, invitations, and seat counts you manage; and
- Which billing and usage information is associated with the current context.
If something appears to be missing, first check whether you are in the
expected organization or workspace.
## Manage the active business context
Open the **Business** tab in **Settings** to review the active workspace name,
change the name when your role allows it, and see whether service activity is
active or paused. Owners and admins can use the available controls to pause or
resume service.
If your account can access more than one business, the Business area also lets
you see available workspaces, switch between them, and add a business when the
panel makes that option available. The role shown next to a business explains
the level of access you have there.
Use **People** to invite teammates and manage workspace roles. See [Manage
workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations)
for the complete access flow.
## When to switch organizations
Switch organizations when you need to manage a different business, brand,
location, or client account that your user account can access. Do not switch
organizations just to change a product area: opening Orders, Calendar, or
Settings does not require a context switch unless you intend to change the
business you are managing.
For the switching flow, see [Switch organizations](/en/resources/docs/switch-organizations).
## What to do next
- **Check the active context** before editing an agent, catalog, service, or
billing record.
- **Manage access** in [People](/en/resources/docs/manage-workspace-people-and-invitations).
- **Review profile identity** in [Account information](/en/resources/docs/account-information).
- **Review all account areas** in [Settings overview](/en/resources/docs/settings-overview).
---
### Switch organizations
URL: https://interlinked-ai.com/en/resources/docs/switch-organizations
Section: Workspace and navigation
Summary: Learn where organization switching belongs and what to check before changing workspace context.
Last updated: 2026-04-17
## Overview
Switching organizations changes the business context you are managing in the Interlinked panel. If your account has access to more than one organization, use organization switching when you need to view or edit a different business workspace.
This is a workspace-level action, not a product feature. Switching organizations can affect what you see in Dashboard, CRM, Orders, Calendar, Products, My Agents, Settings, usage, and billing.
## Before you switch
Before switching organizations, confirm:
- You have access to the destination organization.
- You understand which business you are about to manage.
- You are not in the middle of an unsaved configuration change.
- You are not comparing metrics across organizations without confirming context.
If you are editing an agent, finish, publish, or discard your current draft before switching context.
## What changes after switching
After switching organizations, you should expect product areas to reflect the selected business context:
- Dashboard metrics and activity can change.
- CRM conversations can change.
- Product catalog and order history can change.
- Calendar availability and appointments can change.
- Settings, usage, and billing context can change.
- My Agents opens the agents for the selected organization.
If the panel appears empty or unfamiliar after switching, verify the selected organization before assuming data is missing.
## Where to find organization switching
Organization switching is associated with global navigation, usually through the top bar, profile menu, or account context controls. See [Use the top bar and profile menu](/en/resources/docs/use-top-bar-and-profile-menu) for how global navigation is organized.
## Related docs
Use this page with [Understand organizations and workspaces](/en/resources/docs/understand-organizations-and-workspaces), [Use the top bar and profile menu](/en/resources/docs/use-top-bar-and-profile-menu), and [Settings overview](/en/resources/docs/settings-overview).
---
### Manage workspace people and invitations
URL: https://interlinked-ai.com/en/resources/docs/manage-workspace-people-and-invitations
Section: Workspace and navigation
Summary: Use People to manage members, invitations, roles, and the seats reserved for pending access.
Last updated: 2026-08-13
## What People manages
Open **People** from the Workspace section to manage who can access the active
workspace. You can invite teammates, assign a role, search the directory,
review pending invitations, and remove access when someone no longer needs it.
The **Members** tab under **Settings** provides an alternate entry point to the
same workspace-access area. Use **People** as the main destination when you
need to manage access.
## Roles and access
Choose the smallest role that lets a teammate do their work:
| Role | Typical access |
| --- | --- |
| **Owner** | Full workspace control, including people, billing, and workspace settings. |
| **Admin** | Manage workspace configuration and people, subject to owner-level restrictions. |
| **Agent** | Work with leads, conversations, and operational workflows without managing workspace access. |
| **Viewer** | View permitted workspace information without managing people or configuration. |
The owner cannot be removed or changed through the regular member controls. A
person also cannot change or remove their own access from the member list.
Available actions can depend on your role. If the page says that management is
restricted, ask the workspace owner or an admin to make the change.
## Invite a teammate
1. Open **People** and select **Invite people**.
2. Enter the person’s email address.
3. Choose **Admin**, **Agent**, or **Viewer**.
4. Review the role description and send the invitation.
The role descriptions are a useful decision guide: admins manage workspace
configuration and people, agents work with leads and operations, and viewers
have view-only access. Invite only people who should be able to see the
workspace’s customer and business information.
The invitation link opens an acceptance page. The invited person validates the
invitation, signs in or creates an account, and then accepts it. They can use
Google sign-in or the available email sign-in flow. An invalid or expired link
must be replaced by a new invitation from an admin.
## Seats and pending invitations
People shows the current seat summary, including occupied, reserved, used,
available, and plan-limit values when those values are available to the
workspace. A pending invitation reserves a seat until it is accepted, revoked,
or expires. This is why an invitation can prevent another invitation even when
the person has not joined yet.
If no seat is available, the panel disables the invitation action and points you
to the plan or to pending invitations that can be revoked. The **Add extra
seat** action, when available, shows the current amount and currency in the
panel. Confirm the current entitlement and price in **People** or **Billing**;
do not rely on a fixed amount copied from an older plan description.
NEEDS VALIDATION
Seat availability, add-on eligibility, and the displayed amount depend on the workspace plan and current billing state. The People and Billing screens are the source of truth for your workspace.
## Review pending invitations
Use the **All**, **Members**, and **Pending** filters to switch between active
members and invitations that have not been accepted. Search by name or email
when the workspace directory is large.
For a pending invitation, you can:
- **Resend** it when the person did not receive or cannot find the message;
- **Revoke** it when access should no longer be granted; or
- Review its status and expiry information before deciding what to do.
Revoking an invitation releases its reserved seat. If the person still needs
access, send a new invitation after confirming the role and available capacity.
## Change a role or remove a member
For a member whose role can be edited, open the role control on the member row
and choose the new role. Role changes affect what that person can do in the
workspace, so tell the teammate when the change is intentional.
To remove access, use the member row’s remove action and confirm the warning.
Removing a member releases their seat. CRM leads assigned to that person become
unassigned and need a new owner; review the CRM after the removal so no
follow-up is lost. See [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users)
for shared-inbox coordination.
## Keep workspace context in mind
People belongs to the active organization or workspace. If a teammate or
invitation appears to be missing, first confirm that you are viewing the
correct context with [Understand organizations and workspaces](/en/resources/docs/understand-organizations-and-workspaces)
and [Switch organizations](/en/resources/docs/switch-organizations).
## What to do next
- **Coordinate customer work** — Use the shared CRM guidance in [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users).
- **Review plan and billing context** — Open [Plans and pricing](/en/resources/docs/plans-and-pricing) and the current Billing screen.
- **Manage workspace details** — Use the Business tab described in [Settings overview](/en/resources/docs/settings-overview).
---
## Workflows
### Workflows overview
URL: https://interlinked-ai.com/en/resources/docs/workflows-overview
Section: Workflows
Summary: A complete comparison of all nine workflows to help you choose the right conversation flow for your business.
Last updated: 2026-04-24
## What is a workflow
A workflow defines the conversation flow your AI agent follows when interacting with customers. It determines what the AI asks, what information it collects, and how it guides customers toward a purchase, appointment, or handoff to a human agent.
Choosing the right workflow is the most important decision during setup because it shapes the entire customer experience across all your connected channels.
## Workflow families
Interlinked organizes its nine workflows into two families: **Retail** and **Service**.
### Retail workflows
Retail workflows are designed for businesses that sell physical products. The AI guides customers through product discovery, cart management, order creation, and payment. Once orders are placed, they appear on the [Orders page](/en/resources/docs/orders-overview) where you can view, manage, and track every sale.
Retail workflows rely on the product catalog managed in [Products](/en/resources/docs/products-overview). Review and confirm catalog imports before relying on the updated products in customer conversations, and keep names, prices, stock, and attributes current.
| Workflow | Best for | AI conversation flow |
|----------|----------|---------------------|
| [Shipping & Pickup](/en/resources/docs/shipping-and-pickup) | Stores that offer both delivery and in-store pickup | Ask preference → Collect address or select store → Calculate cost → Process payment → Confirm order |
| [Shipping Only](/en/resources/docs/shipping-only) | Online-only stores or businesses without physical locations | Collect shipping address → Calculate cost → Share bank details → Receive payment proof → Confirm order |
| [Pickup Only](/en/resources/docs/pickup-only) | Physical stores without delivery | Select store location → Optional advance payment → Confirm pickup time → Confirm order |
### Service workflows
Service workflows are designed for businesses that offer services — consultations, classes, appointments, or any interaction that requires scheduling, qualification, or human handoff.
| Workflow | Best for | AI conversation flow |
|----------|----------|---------------------|
| [Qualify & Schedule](/en/resources/docs/qualify-and-schedule) | Service businesses that need to understand the customer before booking | Ask qualification questions → Check calendar availability → Book appointment |
| [Qualify & Transfer](/en/resources/docs/qualify-and-transfer) | Businesses where a human must close the deal | Ask qualification questions → Hand off to human agent |
| [Qualify, Pay & Schedule](/en/resources/docs/qualify-pay-and-schedule) | Premium services that require a deposit before booking | Ask qualification questions → Select time slot → Collect deposit → Book appointment |
| [Free Appointment](/en/resources/docs/free-appointment) | Simple scheduling without qualification or payment | Check calendar availability → Book appointment |
| [Paid Appointment](/en/resources/docs/paid-appointment) | Services that require a deposit before booking | Select time slot → Collect deposit → Book appointment |
| [Handoff to Human](/en/resources/docs/handoff-to-human) | Businesses that want the AI to collect basic info then transfer | Collect basic information → Escalate to human agent |
## How to choose
Ask yourself these questions:
### "Do I sell physical products or offer services?"
- **Physical products** → Choose a Retail workflow.
- **Services** (appointments, consultations, classes) → Choose a Service workflow.
### "Do I need to deliver products, offer pickup, or both?"
- **Both** → [Shipping & Pickup](/en/resources/docs/shipping-and-pickup)
- **Delivery only** → [Shipping Only](/en/resources/docs/shipping-only)
- **Pickup only** → [Pickup Only](/en/resources/docs/pickup-only)
### "Do I need to qualify leads before booking?"
- **Yes, and I schedule appointments** → [Qualify & Schedule](/en/resources/docs/qualify-and-schedule)
- **Yes, and someone else closes the deal** → [Qualify & Transfer](/en/resources/docs/qualify-and-transfer)
- **Yes, and I require a deposit** → [Qualify, Pay & Schedule](/en/resources/docs/qualify-pay-and-schedule)
- **No qualification needed** → [Free Appointment](/en/resources/docs/free-appointment) or [Paid Appointment](/en/resources/docs/paid-appointment)
### "Do I just want the AI to collect info and pass it to my team?"
- **Yes** → [Handoff to Human](/en/resources/docs/handoff-to-human)
Tip
You can change your workflow after publishing from My Agents. Open the agent, choose Guided configuration or the Work settings, review the draft, and publish when ready.
## Custom steps per workflow
Each workflow adds specific configuration steps to the wizard. Here is a summary:
| Workflow | Custom steps added |
|----------|-------------------|
| Shipping & Pickup | Delivery rules, Pickup rules, Store locations, Bank accounts |
| Shipping Only | Delivery rules, Bank accounts |
| Pickup Only | Pickup rules, Store locations, Bank accounts (if advance payment) |
| Qualify & Schedule | Qualification questions, Google Calendar, Calendar settings, Calendar availability |
| Qualify & Transfer | Qualification questions |
| Qualify, Pay & Schedule | Qualification questions, Google Calendar, Calendar settings, Calendar availability, Booking rules, Bank accounts |
| Free Appointment | Google Calendar, Calendar settings, Calendar availability |
| Paid Appointment | Google Calendar, Calendar settings, Calendar availability, Booking rules, Bank accounts |
| Handoff to Human | None — simplest workflow |
## What to do next
Click on any workflow name above to read its detailed guide, or go back to [Choose a workflow](/en/resources/docs/choose-a-workflow) if you are still in the wizard.
---
### Shipping & Pickup workflow
URL: https://interlinked-ai.com/en/resources/docs/shipping-and-pickup
Section: Workflows
Summary: A combined retail workflow that lets customers choose between home delivery and in-store pickup.
Last updated: 2026-04-17
## When to use this workflow
Choose **Shipping & Pickup** if your business offers both home delivery and in-store pickup. This is the most flexible retail workflow — the AI asks each customer how they want to receive their order and then follows the appropriate path.
This workflow is ideal for businesses with physical stores that also ship products, such as bakeries, boutiques, electronics shops, or any retail operation that serves both local and remote customers.
## How the AI handles conversations
When a customer contacts your business, the AI follows this conversation flow:
1. **Greet the customer** using your configured greeting message.
2. **Help the customer find products** by searching your catalog based on their questions.
3. **Manage the cart** — add items, remove items, show cart summary.
4. **Ask: shipping or pickup?** — The AI presents the customer with a choice between home delivery and in-store pickup.
5. **Follow the selected path:**
- **If shipping:** Collect the shipping address (email, postal code, street, city, number, neighborhood), calculate the shipping cost, share bank account details for payment, and wait for the transfer receipt.
- **If pickup:** Present the available store locations, let the customer choose one, and handle any advance payment if required.
6. **Process the order** — Once payment is confirmed (or not required for pickup), the AI creates the order and sends confirmation to both the customer and the business owner. All orders appear on the [Orders page](/en/resources/docs/orders-overview) where you can track their status.
## Custom configuration steps
When you select this workflow, the wizard adds the following configuration steps:
### Delivery rules
Configure how shipping works for your business:
- **Flat shipping rate** — A fixed shipping cost applied to all delivery orders.
- **Free shipping threshold** — The minimum order amount that qualifies for free shipping. Orders below this amount pay the flat rate.
Tip
Setting a free shipping threshold can encourage larger orders. For example, if your flat rate is $80 MXN and your free shipping threshold is $500 MXN, customers may add extra items to reach free shipping.
### In-store pickup rules
Configure how pickup works at your physical locations:
- **Advance payment** — Whether pickup orders require a deposit before the customer arrives. If enabled, you set the percentage of the total price (1–100%).
- **Preparation time** — Whether orders are available immediately or require preparation time. If preparation is needed, you specify the duration in minutes, hours, or days.
### Store locations
Add one or more physical store locations where customers can pick up their orders:
- **Location name** — A recognizable name for the store (e.g., "Downtown Branch").
- **Address** — The physical address. You can use the **Find location** button to open a Google Maps search modal and select the exact location.
- **Phone number** — A contact number for the store (optional).
- **Business hours** — Set the days and hours the store is open. You can choose standard hours (9:00–18:00, Monday to Saturday) or configure custom hours per day. Each day can be marked as open or closed independently.
You can add multiple locations in the same step. If you have more than one store, the AI will present all available locations and let the customer choose their preferred one.
### Bank accounts
Provide the bank account where you will receive customer payments:
- **Bank name** — The name of your bank (e.g., "BBVA").
- **Account holder name** — The full name on the bank account.
- **18-digit CLABE** — The standardized interbank account number used for transfers in Mexico. The system validates that exactly 18 digits are entered.
Note
The AI shares these bank details with customers when it is time to process payment. Make sure the information is accurate — incorrect bank details will cause failed payments and frustrated customers.
## What to do next
After configuring your delivery rules, pickup rules, store locations, and bank accounts, continue to the shared steps: [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Shipping Only workflow
URL: https://interlinked-ai.com/en/resources/docs/shipping-only
Section: Workflows
Summary: A retail workflow for delivery-only businesses where the AI handles address collection, shipping costs, and payment.
Last updated: 2026-04-17
## When to use this workflow
Choose **Shipping Only** if your business delivers products but does not offer in-store pickup. This is the right workflow for online-only stores, ecommerce businesses, or any operation where every order is shipped to the customer's address.
## How the AI handles conversations
When a customer contacts your business, the AI follows this conversation flow:
1. **Greet the customer** and help them find products from your catalog.
2. **Manage the cart** — add items, adjust quantities, show the cart summary.
3. **Collect the shipping address** — The AI asks for the customer's email, postal code, street, city, house number, and neighborhood (colonia).
4. **Tell the customer the total amount** — The product total plus the applicable shipping cost.
5. **Share your bank account number** — The AI provides the bank details you configured so the customer can make a transfer.
6. **Ask for the transfer receipt** — Once the customer sends a photo or screenshot of the transfer receipt, the AI processes it.
7. **Confirm the order** — After receiving the receipt, the AI marks the order as paid and sends a confirmation email to both the business owner and the customer. The order then appears on the [Orders page](/en/resources/docs/orders-overview) for tracking.
Note
The AI handles the entire order lifecycle — from product discovery to payment confirmation — without any human intervention. The business owner receives an email notification when a new order is placed.
## Custom configuration steps
### Delivery rules
- **Flat shipping rate** — A fixed cost applied to all shipping orders (e.g., $80 MXN).
- **Free shipping threshold** — The minimum order total that qualifies for free delivery. If a customer's order exceeds this amount, shipping is free.
### Bank accounts
- **Bank name** — Your bank's name (e.g., "BBVA", "Banorte").
- **Account holder name** — The full name on the account.
- **18-digit CLABE** — The interbank account number for receiving transfers. The system validates the exact 18-digit format.
Important
Double-check your CLABE number before publishing. The AI will share this number with every customer who places an order. An incorrect CLABE means payments will go to the wrong account or fail entirely.
## What to do next
After configuring delivery rules and bank accounts, continue to the shared steps: [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Pickup Only workflow
URL: https://interlinked-ai.com/en/resources/docs/pickup-only
Section: Workflows
Summary: A retail workflow for physical stores where customers pick up orders in person with optional advance payment.
Last updated: 2026-04-17
## When to use this workflow
Choose **Pickup Only** if your business operates from one or more physical locations and customers come to you to collect their orders. This workflow is ideal for restaurants, bakeries, florists, or any business where delivery is not offered.
## How the AI handles conversations
1. **Greet the customer** and help them explore your product catalog.
2. **Manage the cart** — add items, update quantities, show totals.
3. **Present store locations** — If you have more than one location, the AI asks the customer to select their preferred store. If you have only one, it automatically assigns that location.
4. **Handle advance payment** (if configured) — If pickup requires a deposit, the AI shares the bank details and asks for the transfer receipt.
5. **Confirm the order** — The AI creates the order and provides the customer with pickup details. The order appears on the [Orders page](/en/resources/docs/orders-overview) for tracking and management.
## Custom configuration steps
### In-store pickup rules
- **Advance payment required** — Toggle whether customers must pay a deposit before pickup. If enabled, you set the percentage of the total price (1–100%).
- **Preparation time** — Whether orders are ready immediately or require preparation. Choose between immediate pickup or specify the preparation time in minutes, hours, or days. The AI will inform the customer when their order will be ready.
Tip
If you toggle "Immediate Pickup", the preparation time is set to zero and the AI tells customers their order is ready for immediate collection.
### Store locations
Add your physical store locations. For each location, you configure:
- **Location name** — e.g., "Main Store", "Downtown Branch"
- **Address** — Use the **Find location** button to search Google Maps and select the exact address.
- **Phone number** (optional)
- **Business hours** — Standard hours (Mon–Sat, 9:00–18:00) or custom hours per day.
You can add multiple locations. The AI will present all locations to customers and let them choose.
### Bank accounts (conditional)
Bank account details are only required if you enabled advance payment in the pickup rules. Configuration is the same: bank name, account holder, and 18-digit CLABE.
## What to do next
Continue to [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), then [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Qualify & Schedule workflow
URL: https://interlinked-ai.com/en/resources/docs/qualify-and-schedule
Section: Workflows
Summary: A service workflow that qualifies leads with custom questions before scheduling a Google Calendar appointment.
Last updated: 2026-04-17
## When to use this workflow
Choose **Qualify & Schedule** if you need to understand your customers before booking an appointment. This workflow is ideal for consultants, coaches, clinics, real estate agents, or any service business where knowing the customer's needs upfront helps you prepare for the meeting.
## How the AI handles conversations
1. **Greet the customer** and introduce your services.
2. **Ask qualification questions** — The AI asks a series of custom questions you define (e.g., "What type of service are you looking for?", "What is your budget range?", "Have you tried this service before?").
3. **Store the answers** — Each answer is saved as structured data on the customer's lead profile for later reference.
4. **Check calendar availability** — Once qualification is complete, the AI queries your Google Calendar for available time slots.
5. **Present available slots** — The AI shows the customer the next available appointment times in 30-minute increments.
6. **Book the appointment** — After the customer confirms a time, the AI creates the event on your Google Calendar with all qualification data included in the event description.
Note
The AI follows a structured step sequence: connect → qualify → schedule. It will not skip qualification and jump to scheduling. The customer must answer all qualification questions before seeing available times.
## Custom configuration steps
### Qualification questions
Define the questions the AI asks during the qualification phase. You can add as many questions as needed, and each question is free text. The AI will ask them one by one in conversation.
Examples:
- "What type of property are you looking for?"
- "What is your approximate budget?"
- "When are you looking to start?"
- "Do you have any specific requirements or preferences?"
Tip
Keep your questions concise and specific. The AI integrates them naturally into the conversation, so short, clear questions work better than long, compound ones.
### Google Calendar connection
Connect your Google Calendar so the AI can check availability and create events. Follow the Google permission screen and approve the calendar access the workflow requires.
### Calendar settings
Configure how the AI manages your scheduling:
- **Minimum notice** — The minimum number of hours in advance a customer must book (default: 24 hours). Prevents last-minute bookings.
- **Maximum notice** — The maximum number of days in the future a customer can book (default: 30 days). Prevents bookings too far ahead.
### Calendar availability
Set your available days and times:
- **Available days** — Select which days of the week you accept appointments (e.g., Monday through Friday).
- **Available hours** — Set the start and end times for each available day (e.g., 9:00 AM to 6:00 PM).
- **Exceptions** — Block specific dates when you are unavailable (holidays, vacations, etc.).
The AI only shows slots within your configured availability window. Existing calendar events are automatically excluded — if you have a meeting from 2:00 to 3:00 PM, that slot will not be offered to customers.
## What to do next
Continue to [Upload a product catalog](/en/resources/docs/upload-a-product-catalog) when this workflow includes products, then [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live). Services are configured separately in [Services](/en/resources/docs/services-overview).
---
### Qualify & Transfer workflow
URL: https://interlinked-ai.com/en/resources/docs/qualify-and-transfer
Section: Workflows
Summary: A service workflow that qualifies leads with custom questions before transferring the conversation to your team.
Last updated: 2026-04-17
## When to use this workflow
Choose **Qualify & Transfer** if you want the AI to gather important information from customers before a human takes over the conversation. This workflow is ideal for sales teams, law firms, financial advisors, or any business where a human agent needs to close the deal but does not want to waste time on unqualified leads.
The AI acts as a smart front desk — it collects structured data about the customer's needs, budget, timeline, and preferences, then escalates the conversation to a human agent who has full context and can pick up exactly where the AI left off.
## How the AI handles conversations
1. **Greet the customer** and introduce your services using your configured greeting message.
2. **Ask qualification questions** — The AI asks your custom questions one by one in a natural conversational flow.
3. **Store the answers** — All responses are saved as structured data on the customer's lead profile in the CRM.
4. **Hand off to a human** — Once all questions are answered, the AI escalates the conversation. The customer is notified that a human agent will continue the conversation.
Note
When the AI hands off the conversation, it triggers a notification to the business owner. The human agent can then pick up the conversation from the CRM and respond directly through WhatsApp, Instagram, or Messenger.
### What happens after handoff
When the AI hands off a conversation:
- **The AI stops responding** to that customer for **15 minutes**. This prevents the AI from interfering while the human agent is talking.
- The 15-minute pause also activates when you manually send a message through the messaging app (WhatsApp, Instagram, Messenger) or when you click **Take manual control** in the CRM conversation view.
- After 15 minutes of human inactivity, the AI resumes responding automatically.
Important
The 15-minute AI pause is a critical behavior to understand. If you take manual control of a conversation but do not respond within 15 minutes, the AI will start responding again. Make sure your team responds promptly after a handoff.
## Custom configuration steps
### Qualification questions
Define the questions the AI asks before transferring. You can add any number of free-text questions. The AI asks them conversationally, one at a time.
This is the only custom step for this workflow — there are no calendar, payment, or location steps.
## What to do next
Continue to [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), then [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Qualify, Pay & Schedule workflow
URL: https://interlinked-ai.com/en/resources/docs/qualify-pay-and-schedule
Section: Workflows
Summary: A premium service workflow that qualifies leads, collects a deposit payment, then books a Google Calendar appointment.
Last updated: 2026-04-17
## When to use this workflow
Choose **Qualify, Pay & Schedule** when you need all three stages: understand the customer, collect a deposit, and book an appointment. This is the most comprehensive service workflow and is ideal for premium services like specialized consultations, personal training packages, wedding planning, or any high-value service where both qualification and upfront payment are required before scheduling.
## How the AI handles conversations
1. **Greet the customer** and introduce your services.
2. **Ask qualification questions** — The AI asks your custom questions to understand the customer's needs.
3. **Store the answers** — Qualification data is saved to the customer's lead profile.
4. **Present available time slots** — The AI checks your Google Calendar and shows available appointment times.
5. **Collect the deposit** — After the customer selects a time, the AI shares your bank details and asks for the deposit transfer receipt.
6. **Book the appointment** — Only after payment is confirmed does the AI create the Google Calendar event.
Important
The AI strictly follows the sequence: connect → qualify → select time → payment → book. The appointment is not booked until the payment proof is received. This prevents no-show reservations and ensures commitment from the customer.
## Custom configuration steps
This workflow has the most custom steps of any workflow:
### Qualification questions
Same as [Qualify & Schedule](/en/resources/docs/qualify-and-schedule) — define the questions the AI asks during the qualification phase.
### Google Calendar connection
Connect your Google Calendar from the **Channels** area and approve the calendar permissions shown by Google.
### Calendar settings
- **Minimum notice** — Minimum hours before an appointment can be booked (default: 24h).
- **Maximum notice** — Maximum days in advance an appointment can be booked (default: 30 days).
### Calendar availability
Set your available days, hours, and date exceptions. The AI only offers slots within your availability that do not conflict with existing calendar events.
### Booking rules
- **Deposit amount** — The fixed amount or percentage the customer must pay as a deposit before the appointment is confirmed.
### Bank accounts
Provide your bank details (bank name, account holder, 18-digit CLABE) so the AI can share them when requesting the deposit payment.
## What to do next
Continue to the shared steps: [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Free Appointment workflow
URL: https://interlinked-ai.com/en/resources/docs/free-appointment
Section: Workflows
Summary: The simplest appointment workflow: the AI checks your calendar and books a free appointment without qualification.
Last updated: 2026-04-17
## When to use this workflow
Choose **Free Appointment** for straightforward scheduling with no barriers. This workflow is ideal for businesses where anyone can book — hair salons, yoga studios, tutoring services, open consultations, or community events.
No qualification questions, no payment. The AI simply checks your availability and books a time slot.
## How the AI handles conversations
1. **Greet the customer** using your configured greeting message.
2. **Help the customer understand your services** by searching the product catalog for relevant offerings.
3. **Check your calendar** — The AI queries your Google Calendar for available time slots.
4. **Present available slots** — Available times are shown in 30-minute increments within your configured availability window.
5. **Book the appointment** — After the customer confirms a slot, the AI creates a Google Calendar event with the customer's name and contact details.
6. **Confirm the booking** — The AI sends a confirmation message to the customer with the date, time, and any relevant details.
Tip
If a requested time slot is unavailable, the AI automatically suggests the nearest alternative times so the customer can choose a different slot.
## Custom configuration steps
### Google Calendar connection
Connect your Google Calendar from the **Channels** area and approve the permissions shown by Google.
### Calendar settings
- **Minimum notice** — Hours before appointment (default: 24h).
- **Maximum notice** — Days in advance (default: 30 days).
### Calendar availability
Set your available days, hours, and exceptions.
## What to do next
Continue to [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Paid Appointment workflow
URL: https://interlinked-ai.com/en/resources/docs/paid-appointment
Section: Workflows
Summary: A service workflow that requires deposit payment before the AI books a Google Calendar appointment.
Last updated: 2026-04-17
## When to use this workflow
Choose **Paid Appointment** when you want to secure a deposit before confirming a booking, but without a qualification phase. This is ideal for services with high demand or no-show risk — beauty treatments, medical consultations, personal training sessions, or property viewings where a deposit guarantees commitment.
## How the AI handles conversations
1. **Greet the customer** and help them explore your services.
2. **Check your calendar** — The AI queries Google Calendar for available time slots.
3. **Present available slots** — Times are shown in 30-minute increments.
4. **Customer selects a time** — The AI confirms the selected slot.
5. **Collect the deposit** — The AI shares your bank account details and asks the customer to send a transfer receipt.
6. **Book the appointment** — Only after the deposit is confirmed does the AI create the Google Calendar event.
Important
The appointment is not booked until payment is received. If a customer selects a time slot but does not pay, the slot remains available for other customers. This prevents ghost bookings.
## Custom configuration steps
### Google Calendar connection
Connect your Google Calendar from the **Channels** area and approve the permissions shown by Google.
### Calendar settings
- **Minimum notice** — Hours before appointment (default: 24h).
- **Maximum notice** — Days in advance (default: 30 days).
### Calendar availability
Set your available days, hours, and exceptions.
### Booking rules
- **Deposit amount** — The amount the customer pays before the appointment is confirmed on the calendar.
### Bank accounts
Provide your bank details (bank name, account holder, 18-digit CLABE) for receiving the deposit.
## What to do next
Continue to the shared steps: [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
### Handoff to Human workflow
URL: https://interlinked-ai.com/en/resources/docs/handoff-to-human
Section: Workflows
Summary: The simplest service workflow: the AI gathers basic information and transfers the conversation to your team.
Last updated: 2026-04-17
## When to use this workflow
Choose **Handoff to Human** when you want the AI to act as a first responder that collects basic customer information before transferring the conversation to a human agent. This is the simplest workflow — it has no qualification questions, no calendar integration, and no payment steps.
This workflow is ideal for:
- **Businesses just getting started** with AI and want to ease into automation gradually
- **Complex sales** where every customer interaction is unique and requires human judgment
- **Customer support** scenarios where the AI greets, collects context, and routes to the right team member
## How the AI handles conversations
1. **Greet the customer** using your configured greeting message.
2. **Engage in initial conversation** — The AI answers basic questions about your products or services using the catalog and business context.
3. **Escalate to a human** — When the conversation reaches a point where the AI determines a human is needed (or if the customer requests one), the AI triggers the handoff.
4. **Notify the business** — The handoff creates a notification for the business owner in the CRM.
5. **Pause AI responses** — The AI stops responding for 15 minutes so the human can take over without interference.
### The 15-minute AI pause
When the AI hands off a conversation, it pauses for **15 minutes**. During this time, the AI will not send any messages to that customer. This same pause triggers when:
- You manually send a message through the messaging app (WhatsApp, Instagram, or Messenger)
- You click **Take manual control** in the CRM conversation view
After 15 minutes of human inactivity, the AI resumes responding automatically.
Important
Make sure your team responds quickly after a handoff. If no human responds within 15 minutes, the AI will resume and may confuse the customer by continuing the conversation it previously escalated.
## Custom configuration steps
None. This workflow adds **no additional configuration steps** to the wizard. It is the fastest workflow to set up — you only need to complete the standard steps (company info, workflow selection, catalog, context, and channels).
## What to do next
Continue to [Upload a product catalog](/en/resources/docs/upload-a-product-catalog), [Add business context](/en/resources/docs/add-business-context), [Connect channels](/en/resources/docs/connect-channels), and [Finish onboarding](/en/resources/docs/publish-and-go-live).
---
## AI agent management
### AI agent overview
URL: https://interlinked-ai.com/en/resources/docs/ai-agent-overview
Section: AI agent management
Summary: Use My Agents to manage the agent draft, its live configuration, assigned channels, and launch state.
Last updated: 2026-08-13
## What an Interlinked AI agent is
An AI agent is the customer-facing assistant that represents your business in the channels you assign to it. Its behavior comes from the business context, workflow, knowledge, catalog or service information, voice, abilities, and governance choices you review in the panel.
Open **My Agents** in the **AI & Automation** section to see the agents in your workspace. The agent list shows whether an agent is a draft, published, active, or turned off, and whether it still has launch requirements to complete.
## The agent lifecycle
Interlinked keeps the main lifecycle actions separate so you can review changes before they affect customer conversations:
1. **Create a draft** — choose the business context, the agent’s job, an AI model, and the required operational information.
2. **Configure the draft** — refine the workflow, connections, catalog, voice, abilities, knowledge, and governance.
3. **Publish the configuration** — make the reviewed draft the agent’s current live configuration.
4. **Activate the agent** — validate remaining requirements and turn the agent on for an assigned customer channel.
5. **Pause or resume** — turn the agent off when you need a break; its configuration and published versions remain available.
Publishing and activation are different actions. Publishing does not automatically turn the agent on or off, and an agent can be published while it still needs a connection, model, or other requirement before it can launch.
## What shapes the agent’s behavior
The most important customer-facing inputs are:
- **Identity and business context** — who the agent represents and the rules it should follow.
- **Workflow** — the job the agent performs, such as product conversations, service requests, appointments, qualification, or handoff.
- **Model and voice** — how the agent reasons about a request and how it communicates.
- **Apps and channels** — the connected services and customer channels available to the agent.
- **Catalog and knowledge** — the products, services, and information the agent can use when answering.
- **Abilities and governance** — actions the agent may perform, boundaries, and places where a person or approval is required.
For a guided first setup, start with [Create an AI agent](/en/resources/docs/create-an-ai-agent). For an existing agent, use [Configure an AI agent](/en/resources/docs/configure-an-ai-agent).
## Draft changes and the live agent
When you edit an existing agent, the panel identifies unpublished changes. The live agent keeps its current configuration while you review the draft. Open **Review & Publish** to inspect the pending changes, or use **Discard Changes** to reset the draft to the live baseline when that option is available.
After publishing, the agent still follows its current on/off state. Read [Review agent readiness](/en/resources/docs/review-agent-readiness) and [Publish and activate an AI agent](/en/resources/docs/publish-and-activate-an-agent) before launching it to customers.
## Conversation control after launch
Once an agent is active, monitor customer conversations in **CRM**. You can take manual control of a conversation when a person needs to respond. A manual reply on Instagram, Facebook Messenger, or WhatsApp pauses AI handling for that conversation for 15 minutes after the latest human message; the timer starts again when another manual message is sent. See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
---
### What happens after you publish
URL: https://interlinked-ai.com/en/resources/docs/what-happens-after-you-publish
Section: AI agent management
Summary: Publishing updates the agent configuration; activation and the on/off state remain separate decisions.
Last updated: 2026-08-13
## Publishing is not the same as activating
When you publish a reviewed draft, Interlinked makes that configuration the current version for the agent. The agent keeps its existing on/off state. A draft can therefore be published while the agent remains off, and an active agent can receive a new published configuration without being turned off.
If the agent still has launch requirements, the agent page shows them in **Ready to activate**. Complete those requirements and use **Validate and launch** only when you are ready for the agent to respond on its assigned channels. See [Review agent readiness](/en/resources/docs/review-agent-readiness).
## What the published configuration controls
The published version can include the business identity, workflow, model, voice, catalog or service context, connected app choices, abilities, knowledge, and governance rules you reviewed. Customer-facing behavior depends on the final configuration and on the channels assigned to the agent.
Publishing does not create a new customer conversation, send a message by itself, or prove that every channel is ready. A channel must be connected, assigned, and available for the agent before it can receive or send customer messages there.
## Monitor the first conversations
After activation, open **CRM** to review conversations and customer context. Look for:
- answers that match your current catalog, service, or business rules;
- questions the agent should hand to a person;
- booking, order, or payment states that need team follow-up; and
- conversations where you decide to take manual control.
Use [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation) for the CRM controls.
## Manual control and the 15-minute rule
In CRM, select **Take manual control** when a person needs to answer a specific conversation. You can also reply manually from the connected Instagram, Facebook Messenger, or WhatsApp channel. A manual reply pauses AI handling for that conversation for 15 minutes after the latest human message.
During that pause, the agent does not send another AI reply to the same conversation. Sending another manual message starts a new 15-minute period. When 15 minutes have passed without another human reply, AI handling can resume according to the agent’s current state and rules.
This conversation-level pause is different from turning the entire agent off. For the two controls side by side, read [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
## If a published change needs correction
Open the agent’s pending changes notice when you have a new draft. Review the change list before publishing the correction. If the draft is not wanted, use **Discard Changes** to return it to the live baseline when the panel allows that action.
For a whole-agent pause, use [Pause and resume an AI agent](/en/resources/docs/pause-and-resume-an-agent). Pausing preserves the published configuration and does not delete conversation history.
---
### Configure an agent after onboarding
URL: https://interlinked-ai.com/en/resources/docs/edit-your-setup-from-ai-config
Section: AI agent management
Summary: Open the agent setup or settings area to change its behavior, then review, publish, or discard the draft.
Last updated: 2026-08-13
## Open the agent you want to change
1. In the panel, open **My Agents** under **AI & Automation**.
2. Select the agent you want to update.
3. Use **Guided configuration** when you want to step through the business questions again, or use the settings sections on the agent page for a focused change.
Follow the labels visible in **My Agents**. The current panel keeps agent setup and focused settings under the selected agent rather than a separate configuration area in the sidebar.
## Choose the right editing surface
The agent page groups focused settings into these sections:
| Section | Use it for |
| --- | --- |
| **Apps** | Review connected services and assign available customer channels. |
| **Work** | Choose or review the agent’s workflow. |
| **Catalog** | Choose the product or service information the agent can use. |
| **Voice** | Adjust communication style, response length, and greeting. |
| **Abilities** | Enable customer-facing actions and review their safeguards. |
| **Knowledge** | Add or review information the agent should use when answering. |
| **Governance** | Review boundaries, approvals, and operating rules. |
Use [Manage agent abilities and governance](/en/resources/docs/manage-agent-abilities-and-governance) for the settings that control what the agent may do, not just how it sounds.
## Understand the draft state
Changes to an existing agent are saved to its draft. While unpublished changes exist:
- The **Unpublished changes** notice shows that the live agent keeps running with its current configuration.
- **Review & Publish** opens the change review before replacing the live configuration.
- **Discard Changes** resets the draft to the live configuration after confirmation, when a live baseline exists.
Publishing updates the configuration used by the agent, but it does not automatically turn the agent on or off. If the agent is currently off, it remains off; if it is active, it remains active unless the launch operation or a separate status action changes it.
Safe editing pattern
Make one focused change, review the pending changes, publish it, and then watch the relevant conversations in CRM. This makes it easier to connect a customer-facing result to the setting you changed.
## Catalog and channel changes are separate
Product imports are reviewed in **Products**, not treated as an unreviewed side effect of an agent draft. Use [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import) before changing a catalog in bulk.
Channel connection and assignment are managed from **Channels & Integrations** and the agent’s **Apps** settings. Use [Manage connected channels](/en/resources/docs/manage-connected-channels) when the question is about a connection, assignment, or reconnection rather than the agent’s general behavior.
## What to do next
After editing, use [Review agent readiness](/en/resources/docs/review-agent-readiness). When every required item is complete, follow [Publish and activate an AI agent](/en/resources/docs/publish-and-activate-an-agent).
---
### Advanced settings and policies
URL: https://interlinked-ai.com/en/resources/docs/advanced-settings-and-policies
Section: AI agent management
Summary: Keep customer-facing policies clear, specific, and consistent with the agent’s workflow and operating settings.
Last updated: 2026-08-13
## Where advanced rules belong
Open **My Agents**, select an agent, and use **Guided configuration**, **Knowledge**, or **Governance** depending on what you need to change:
- **Business context** is useful for a concise operating brief, extra facts, tone guidance, and general rules.
- **Knowledge** is useful for the business information the agent should use when answering.
- **Governance** is useful for boundaries and situations where a person should review or continue.
The labels shown can vary by agent and workspace. Follow the settings available on the agent page.
## Write useful policy information
Use short, explicit rules that your team is prepared to honor. Useful topics include:
- Return and exchange conditions.
- Cancellation and rescheduling windows.
- What the business does when an item or service is unavailable.
- Frequently asked questions and their approved answers.
- When the agent should ask for a human handoff.
Examples:
- “Returns are accepted within 30 days for unused items in their original packaging.”
- “Customers may reschedule up to 24 hours before the appointment.”
- “If a customer asks for an exception, ask a team member to review it.”
## Keep rules consistent
Policy text does not replace structured product, payment, calendar, service, or channel setup. For example:
- A business-context sentence cannot create a payment method that is not ready.
- A return statement cannot change an order’s payment or fulfillment status.
- A cancellation rule should match the actual calendar and service settings.
- A policy should not instruct the agent to share private team information.
When rules conflict, simplify them and make the source of truth explicit for your team.
## Review changes safely
Changes to an existing agent are saved as a draft. Review **Unpublished changes** before selecting **Review & Publish**. Publishing updates the live configuration, but it does not automatically activate a paused agent.
After publishing, read a few conversations in CRM and use manual control when a customer’s situation needs a person. See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
Important
Do not paste passwords, payment credentials, private customer data, or other secrets into business context or policy fields. Add only information the agent should use in a customer conversation.
## What to do next
- [Add business context](/en/resources/docs/add-business-context)
- [Configure an AI agent](/en/resources/docs/configure-an-ai-agent)
- [Manage agent abilities and governance](/en/resources/docs/manage-agent-abilities-and-governance)
---
### Create an AI agent
URL: https://interlinked-ai.com/en/resources/docs/create-an-ai-agent
Section: AI agent management
Summary: Start a new agent, choose its business workflow, and keep the first configuration in draft until you are ready.
Last updated: 2026-08-13
## Start from My Agents
Create and manage agents from **My Agents** in the Interlinked panel. The page shows each agent’s status, customer-facing or internal mode, readiness progress, active channels, abilities, and connected apps.
Choose **Create agent** or **New agent** to begin. The new agent is created as a **draft**. A draft is a saved working configuration; it is not yet answering customers.
## Complete the four creation steps
The creation flow guides you through four steps:
1. **Identity** — Give the agent a name and describe its role. Use a name your team will recognize when several agents share a workspace.
2. **Workflow** — Choose how the agent should help customers, such as selling products, booking services, qualifying before a booking, or handing a request to your team.
3. **Model** — Choose the available AI model for the agent. The choices and availability depend on your workspace.
4. **Review** — Check the proposed setup before selecting **Create draft**.
The workflow determines which configuration areas matter later. A retail workflow may need a product catalog and fulfillment rules. A service workflow may need services, a calendar, payment choices, or a handoff path. A hybrid workflow can use both product and service information.
If the flow cannot finish all four steps, the panel keeps the incomplete draft. Select **Keep editing** to continue, **Open agent** to work from the agent page, or **Archive draft** if you do not want to keep it. An incomplete draft does not become customer-facing by itself.
## What a draft can and cannot do
Creating a draft does not activate an agent. Before it can answer customers, the agent needs a usable configuration, at least one supported customer channel assigned to it, and a successful readiness check. The panel shows the missing requirements on the agent card and detail page.
You can safely create a draft while your catalog, services, channels, or calendar are still being prepared. Use [Review agent readiness](/en/resources/docs/review-agent-readiness) to understand the checks before you try to launch it.
Workspace limits can also affect creation. If the **Create agent** action is replaced by a plan or support prompt, the workspace has reached its current agent limit. Existing agents and their configurations remain available; creating another agent requires the option shown by the panel.
## Choose a starting point later if needed
The first creation flow is intentionally short. After the draft exists, you can open the agent and choose **Guided configuration** for business questions, or use the settings areas for more direct control. The [Builder](/en/resources/docs/build-agent-workflows) is available when you want to review a workflow as a set of visible steps and checkpoints.
Do not create a separate agent just to test a small change. A draft lets you review changes before publishing, while the live agent keeps its current configuration until you intentionally publish and activate the new setup.
## Recommended next steps
After creating the draft:
- Open [Configure an AI agent](/en/resources/docs/configure-an-ai-agent) to complete identity, workflow, channels, catalog, and safety settings.
- Connect a customer channel from the agent’s **Apps** settings or [Channels & Integrations](/en/resources/docs/channels-and-integrations-overview).
- Review [Agent readiness](/en/resources/docs/review-agent-readiness) before you publish.
- Follow [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent) when the draft is ready.
The important distinction is simple: **Create draft** saves the agent; it does not put the agent to work.
---
### Configure an AI agent
URL: https://interlinked-ai.com/en/resources/docs/configure-an-ai-agent
Section: AI agent management
Summary: Learn where each agent setting lives and which changes stay in draft until you publish them.
Last updated: 2026-08-13
## Open the agent settings
Go to **My Agents** and open the agent you want to configure. The agent detail page shows its current status, whether it is customer-facing, readiness progress, active channels, abilities, and connected apps.
Use **Guided configuration** when you want the panel to ask focused business questions. Use the settings navigation when you already know the area you need to change.
## What each settings area controls
The agent settings navigation uses these labels:
| Area | What you configure there |
| --- | --- |
| **Apps** | Connected messaging channels and other connected services assigned to this agent. |
| **Work** | The workflow template that determines the agent’s main customer journey. |
| **Catalog** | How the selected workflow uses product or service information. |
| **Voice** | The agent’s communication style and customer-facing tone. |
| **Abilities** | Focused abilities that add bounded actions, such as reminders or other supported follow-ups. This area is marked **BETA** in the panel. |
| **Knowledge** | Business information the agent can use when responding. See [Manage an agent's knowledge](/en/resources/docs/manage-agent-knowledge). |
| **Governance** | Places where the agent should wait for a person before continuing. |
The exact areas shown can depend on the agent and workspace. If a setting is unavailable, use the readiness message or the panel’s configuration action rather than assuming the feature is enabled for every account.
## Understand draft and live changes
Agent configuration uses a draft and a live version. Most edits change the draft first. A change that still needs publishing is labeled **Unpublished changes** or **Requires publishing**. The live agent keeps using its current configuration while you review the draft.
When the panel shows **Unpublished changes**, open the review tray to see what changed. The review may describe a workflow change, model change, ability change, integration assignment, prompt change, or governance change.
Select **Review & Publish** when you want the draft to replace the live configuration. Publishing does not automatically turn the agent on or off. Activation is a separate decision described in [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent).
If the draft has a live baseline and you decide not to keep the edits, select **Discard Changes** and confirm. The draft returns to the current live configuration. The panel warns that this cannot be undone, so review the change list before confirming.
Some workspace data has its own lifecycle. Product catalog imports are staged and confirmed through the Products experience, while storefront content has a separate draft/live publishing flow. Do not assume that publishing an agent also publishes a catalog or storefront update.
## Configure channels for one agent
In **Apps**, connect or assign the channel that this agent should handle. A connected account is not automatically the same thing as an active assignment. The panel explains whether the account is disconnected, available, assigned, or unavailable.
A customer channel can belong to only one agent at a time. This prevents two agents from replying to the same conversation. If the channel is already assigned elsewhere, review the assignment before moving it. See [Manage connected channels](/en/resources/docs/manage-connected-channels) for connection states and [Review agent readiness](/en/resources/docs/review-agent-readiness) for activation requirements.
## Recommended configuration order
For a predictable setup, work in this order:
1. Choose the workflow in **Work** or [Builder](/en/resources/docs/build-agent-workflows).
2. Choose an available model using [Choose an AI model](/en/resources/docs/choose-an-ai-model).
3. Connect and assign the customer channels in **Apps**.
4. Prepare the relevant [product catalog](/en/resources/docs/products-overview) or [services](/en/resources/docs/services-overview).
5. Set the agent’s voice, [knowledge](/en/resources/docs/manage-agent-knowledge), and governance rules.
6. Review readiness, publish the draft, and activate only when the panel reports that the agent can work.
This order makes the panel’s missing-requirement messages easier to act on and keeps the agent’s live behavior stable while you configure it.
---
### Choose an AI model for an agent
URL: https://interlinked-ai.com/en/resources/docs/choose-an-ai-model
Section: AI agent management
Summary: Review available model options, compare their visible details, and choose the one that fits the agent and workspace.
Last updated: 2026-08-13
## When to choose a model
An agent needs an available model before it can be ready to work. You can
review model choices while creating an agent or from the model control in the
agent configuration flow. If the panel shows **Open AI Models**, select it to
review the models available to your workspace.
The model page is a selection experience, not a place to configure private
infrastructure. Choose from the options the panel makes available to your
workspace and follow any entitlement or usage notice shown there.
## Review the available options
Use the model page to:
- Search the available model list;
- Review a recommended option when the panel provides one;
- Open a model’s details to compare its visible capabilities and limitations;
- Notice when a model is restricted by your current plan or workspace access;
and
- Review the usage or credit multiplier shown by the panel before choosing.
Availability can change as the workspace plan, access, or product offering
changes. A multiplier is an indicator for relative usage accounting; it is not
by itself a promise of a fixed price or a guarantee of a particular response.
NEEDS VALIDATION
Model availability, recommendations, and plan restrictions are workspace-dependent. The current model list and the message shown by the panel are the source of truth.
## Apply a model to an agent
1. Open **My Agents** and choose the agent.
2. Open its configuration or model selection control.
3. Choose an available model and review the visible details.
4. Save the draft, then review the pending change before publishing.
5. Recheck [Agent readiness](/en/resources/docs/review-agent-readiness) before
activating the agent.
Choosing a model changes the agent configuration. It does not automatically
activate a paused agent, publish other edits, or change the model of another
agent.
If the model is unavailable, the panel may identify a missing plan entitlement,
an incomplete setup, or a temporary availability issue. Resolve the message it
shows, then return to the model selection page. Do not assume that a model
visible in general product information is enabled for every workspace.
## Keep the choice aligned with the agent
Choose a model after the workflow and business context are clear. Then review
the model together with the agent’s [knowledge](/en/resources/docs/manage-agent-knowledge),
abilities, governance, channels, and readiness state. A model choice cannot
replace missing customer information, an unconnected channel, or a required
approval.
For the complete lifecycle, see [Configure an AI agent](/en/resources/docs/configure-an-ai-agent)
and [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent).
---
### Build an agent workflow
URL: https://interlinked-ai.com/en/resources/docs/build-agent-workflows
Section: AI agent management
Summary: Design an agent workflow from a template or from scratch, then review its steps and readiness before it becomes live.
Last updated: 2026-08-13
## Open Builder Studio
Open **My Agents**, choose an agent, and select **Builder** when you want to design and review the agent’s workflow visually. Builder Studio shows the current workflow as a list and graph so you can understand the customer journey before you publish it.
If you are creating a new agent, you can also start from the Builder entry point and choose an existing agent or create a new draft. A draft is required before the workflow can be reviewed or changed.
## Choose a starting template
Builder Studio groups templates by the type of work they support:
- **Retail** — Product ordering and fulfillment choices such as shipping, pickup, or both.
- **Services** — Appointment, qualification, paid appointment, quote, or handoff journeys.
- **Hybrid** — A business that supports both products and services.
Select a template that matches the main customer journey. The template is a starting point, not a permanent lock. After it is applied, you can customize the workflow and review its steps.
If no template fits, choose **Start from scratch**. The guided questions ask about the business type, channels, abilities, approval points, and connected systems. Select **Generate Workflow** to create a proposal you can review and customize.
## Review and customize the workflow
After a template is applied, the panel confirms **Template applied!** and shows the workflow on the canvas. You can:
- Select **Show Graph** or **Hide Graph** to change the visual view.
- Select a node to open its details.
- Review the node’s description, capabilities, tools, and whether setup is required.
- Use the builder conversation to ask for a new step, ability, governance rule, or change to an existing part of the flow.
- Select **Proceed to Review** when the proposed changes are ready for the next check.
The builder presents user-facing steps such as channels, routing, specialists, flow steps, checkout, handoff, connectors, policies, approvals, and tasks. These labels describe what the agent does; they are not a promise that every step is available for every business or plan.
## Keep workflow changes in the draft
Changing a workflow updates the agent draft. The panel may show a notice such as **The draft changed. Publish and activate it separately when ready.** This means customers continue to use the previous live configuration until you intentionally publish the new one.
Workflow choices can make other requirements appear. For example, a service workflow may need a connected calendar, while a product workflow may need a catalog and fulfillment configuration. Use the readiness panel to see the exact missing item instead of treating a template selection as activation.
## When to use Builder versus Guided configuration
Use **Builder** when you want to understand the sequence of customer-facing steps or change the structure of the journey. Use **Guided configuration** when you want to answer focused setup questions or fill in business details. Both update the agent’s draft and follow the same publish and activation lifecycle.
For the available customer journeys, see [Workflows overview](/en/resources/docs/workflows-overview). For the final checks, read [Review agent readiness](/en/resources/docs/review-agent-readiness) and [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent).
---
### Manage agent abilities and governance
URL: https://interlinked-ai.com/en/resources/docs/manage-agent-abilities-and-governance
Section: AI agent management
Summary: Control what an agent can do, when it should wait for a teammate, and how to review those choices before publishing.
Last updated: 2026-08-13
## Abilities are focused capabilities
Open an agent from **My Agents**, then select **Abilities** in the agent settings navigation. The panel marks this area **BETA**. Abilities are focused capabilities that extend a configured workflow; they do not replace the workflow or give the agent unrestricted access to every workspace action.
Enable only the abilities that match the customer experience you intend to support. If an ability needs a channel, catalog, service, calendar, or another workspace setting, the panel can show that requirement as part of readiness.
## Review the safety boundary
Before enabling an ability, consider:
- What customer event should make it relevant?
- What information must be confirmed first?
- Should a teammate approve the action before it continues?
- What should happen if the customer changes their mind or a human takes over?
- Which channel and business settings must be active?
The panel may show an ability as available, disabled, or requiring setup. Treat a missing requirement as a real boundary. Do not publish an ability that depends on a channel or business rule you have not configured.
## Add human checkpoints in Governance
Select **Governance** to choose where the agent should wait for a person before continuing. Governance is useful for actions involving cost, commitments, approvals, sensitive decisions, or a handoff to a teammate.
The governance view is tied to the selected workflow. If no workflow is assigned, the panel asks you to assign one first. If step details are not available for a workflow, the panel can show that checkpoints are not configurable yet. This is a product state, not a setting you can bypass by adding a hidden rule.
Examples of clear approval points include:
- approval before checkout or another purchase commitment;
- approval before confirming an appointment;
- approval for actions above a value threshold; and
- a handoff when the customer needs a person.
Use the exact checkpoints shown for your agent. Availability may change with the workflow and workspace plan.
## Publish changes deliberately
Ability and governance edits normally update the agent’s draft. The live agent keeps its current behavior until you open **Unpublished changes**, review the list, and select **Review & Publish**. Publishing changes the live configuration; it does not automatically activate an agent that is turned off.
If the live agent is already handling conversations, review the change carefully before publishing. If the new setup is not ready, select **Discard Changes** when the panel allows it. The draft returns to the live baseline.
## Review outcomes in Agent Notifications
After publishing, use **Agent Notifications** to review approval requests and agent tasks that need a decision. You can read [Review AI activity, approvals, and tasks](/en/resources/docs/review-ai-activity-approvals-and-tasks) for the available tabs and actions.
For the broader lifecycle, see [Review agent readiness](/en/resources/docs/review-agent-readiness) and [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent).
---
### Manage an agent's knowledge
URL: https://interlinked-ai.com/en/resources/docs/manage-agent-knowledge
Section: AI agent management
Summary: Edit the business context available to an agent and control which knowledge categories it can use.
Last updated: 2026-08-13
## What agent knowledge is for
**Knowledge** is the business context an agent can use when it responds to
customers. It keeps important facts in one place so the agent can answer with
your information instead of relying on a generic response.
Open **My Agents**, choose an agent, and open **Knowledge** in its settings.
The page shows each knowledge category, the number of entries it contains, and
whether that category is available to the selected agent.
## Knowledge categories
The current panel organizes knowledge into these categories:
| Category | Examples of what it can contain |
| --- | --- |
| **Business information** | Company name, slogan, and business description. |
| **Locations** | Verified addresses and location details customers may need. |
| **Policies** | Customer-facing policies and explanations. |
| **Payment methods** | The payment options your business accepts, such as cash, card, transfer, or supported digital methods. |
| **Bank accounts** | Transfer information, including the fields required for the selected country. |
| **Social links** | A platform name and the URL customers should visit. |
| **Additional instructions** | Extra business guidance that does not fit the other categories. |
The exact fields shown inside a category can depend on the type of entry. For
example, a location uses a place search and verification flow, while a bank
account may ask for country-specific information.
## Add, edit, or delete information
Open a category and use its **Add**, **Edit**, or delete action. Save each entry
after reviewing spelling, links, prices, policies, and contact details. Keep
information concise and customer-ready: the agent may use it in a live
conversation.
For locations, use the panel’s place search and complete any verification it
requests. For social links, use the public URL that customers should open. For
payment methods and bank accounts, publish only the information your business
is prepared to share with customers.
Do not put passwords, access tokens, private keys, or internal credentials in
agent knowledge. Use the appropriate connection flow for a service instead of
placing secret values in an instruction or business field.
## Control an agent's access to knowledge
Each category has an access control for the selected agent. Turn off a category
when that agent should not use it. Some categories are required by the
agent’s current workflow and cannot be disabled; the panel identifies those
requirements.
Access is per agent. Changing knowledge or access for one agent does not
automatically change another agent’s configuration. Review the selected agent
name before saving.
## Draft, publish, and live behavior
Knowledge changes follow the agent’s draft and live lifecycle. The panel may
show the edit as an unpublished change until you review and publish it. A
published knowledge change affects the live agent according to the same
activation state it already has; publishing is not the same as turning the
agent on.
Review the change summary before **Review & Publish**. If the information is
not ready, keep it in draft or use **Discard Changes** when the panel offers
that option. See [Configure an AI agent](/en/resources/docs/configure-an-ai-agent)
and [Review agent readiness](/en/resources/docs/review-agent-readiness) for the
full configuration lifecycle.
## Keep knowledge aligned with the rest of the workspace
Knowledge should agree with the source records customers can act on:
- Use [Products](/en/resources/docs/products-overview) for catalog products,
prices, stock, and product media.
- Use [Services](/en/resources/docs/services-overview) for bookable or
request-based services and their readiness rules.
- Use [Add business context](/en/resources/docs/add-business-context) for the
onboarding version of the same business setup.
When a fact changes, update the appropriate source and the agent knowledge
that explains it. Conflicting prices, hours, policies, or links can make an
otherwise ready agent give customers the wrong next step.
---
### Review agent readiness before launch
URL: https://interlinked-ai.com/en/resources/docs/review-agent-readiness
Section: AI agent management
Summary: Read readiness blockers, fix the linked requirement, and verify the agent before it starts responding.
Last updated: 2026-08-13
## What readiness means
Readiness is the panel’s checklist for whether an agent has the information and connections needed to work safely. It is separate from the agent’s status. A draft can be well configured but not live; an active agent can later become unavailable if a channel or required connection changes.
Open **My Agents** to see a readiness count on each card, or open the agent to see **Agent readiness** and the specific blockers.
## Read the checklist
The panel distinguishes required items from recommendations and optional information. Common checks include:
- **Goal defined** — The agent has a clear purpose.
- **AI model selected** — A model is configured for the agent.
- **App connected** — At least one communication app is connected, unless the agent is internal-only.
- **Human handoff configured** — The agent has a path for handing work to your team when needed.
- **Product catalog ready** — Required for workflows that rely on products.
- **Calendar connected** — Required for appointment journeys that use scheduling.
- **Capabilities selected** — The agent has at least one supported ability when the workflow needs it.
- **Safety rules configured** — The agent has the default or selected safety rules.
- **Test conversation completed** — The panel may recommend testing before launch.
An item can be **Required**, **Recommended**, or **Optional**. A required item blocks activation until it is complete. Select the action beside the item to open the relevant panel area.
## Fix the blocker the panel names
Read the exact message before changing settings. Typical launch blockers include:
| Panel message | What to check |
| --- | --- |
| **Publish a valid agent version** | Review the draft and publish it from **Unpublished changes**. |
| **Assign and activate a customer channel** | Connect a channel, assign it to this agent, and confirm the channel is active. |
| **Setup required before turning on** | Open the agent and follow each linked requirement. |
| **Configure an AI model** | Open the model area and choose an available model. |
| **Add products to your catalog** | Add or import products if the workflow sells products. |
| **Connect your Google Calendar** | Connect the calendar before activating an appointment service. |
The exact list depends on the workflow and whether the agent is internal or customer-facing. A requirement that does not apply may be labeled **Not applicable** or **Internal mode — no external app required**.
## Readiness is not activation
When the panel reports **Ready to activate**, the agent has passed the checks currently visible to you. It still does not answer customers until you intentionally use the activation control. Likewise, publishing a draft changes the live configuration but does not automatically turn an agent on or off.
This separation lets you publish a reviewed configuration while keeping the agent paused, or fix a missing channel before activating it. See [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent) for the complete sequence.
## Recheck after important changes
Review readiness again after:
- changing the workflow or customer-facing mode;
- assigning a channel to a different agent;
- disconnecting or reconnecting WhatsApp, Instagram, Messenger, or Google Calendar;
- changing product or service requirements; or
- enabling an ability or governance checkpoint.
If a check looks stale, refresh the agent page and follow the linked action. If the panel still reports a blocker after the requirement is visibly complete, use [Troubleshooting and support](/en/resources/docs/troubleshooting-and-support-overview) and include the agent name and the exact readiness message.
---
### Publish and activate an AI agent
URL: https://interlinked-ai.com/en/resources/docs/publish-and-activate-an-agent
Section: AI agent management
Summary: Review a draft, publish it to Live, then activate the agent only after its readiness checks are complete.
Last updated: 2026-08-13
## Publishing and activation are different
Interlinked separates **publishing** from **activation** so you can review a configuration before it answers customers.
- **Publish** replaces the live configuration with the reviewed draft.
- **Activate** turns the agent on for its assigned customer channels.
Publishing does not automatically turn the agent on or off. Activation does not silently publish unrelated draft changes. Treat each action as a separate decision.
Important
If you only want to save a change for later, leave it as a draft. If you publish, the new configuration becomes the live configuration even if the agent remains paused.
## Review and publish the draft
1. Open **My Agents** and choose the agent.
2. Review the readiness card and resolve required blockers.
3. If the page shows **Unpublished changes**, open the review tray.
4. Read the change list, then select **Review & Publish**.
5. Wait for the confirmation **Changes published to Live**.
The review list can include workflow, model, ability, integration, prompt, configuration, or governance changes. If you do not want to keep them, select **Discard Changes** and confirm when that action is available.
## Validate and activate
When the agent is not enabled, the agent page shows **Validate and launch**. If a blocker remains, the button changes to **Complete requirements** and opens the first item that needs attention.
When all required checks are complete:
1. Open the agent’s readiness summary.
2. Confirm that the agent is customer-facing and that the intended channel is assigned and active.
3. Select **Validate and launch**.
4. Wait for **Agent launched** and the confirmation that the validated version can respond on its assigned channels.
The agent card then shows the current status and the **On** switch. The first customer conversation can still depend on the channel’s own connection and messaging rules.
## What to verify before activation
Use this short checklist:
- The agent name and customer-facing description are correct.
- The intended workflow is selected.
- The correct channel is assigned to this agent and not another agent.
- Product, service, payment, and calendar settings match the customer journey.
- The response style, business knowledge, and governance checkpoints are reviewed.
- The readiness card has no required blockers.
- Your team knows how to use [manual control](/en/resources/docs/switch-between-ai-and-manual-control) when a person needs to take over.
Do not treat a successful publish message as proof that every customer channel is ready. Readiness and channel assignment are part of the activation decision.
## After activation
The agent responds on its assigned active channels using the live configuration. Monitor the first conversations in [CRM](/en/resources/docs/crm-overview), verify the customer experience, and use [Agent Notifications](/en/resources/docs/review-ai-activity-approvals-and-tasks) for approval requests or tasks that need a decision.
If you make another configuration change, the panel creates a new draft difference. The active agent keeps running until you publish again. See [What happens after you publish](/en/resources/docs/what-happens-after-you-publish) for live conversations and the 15-minute manual-control behavior.
---
### Pause and resume an AI agent
URL: https://interlinked-ai.com/en/resources/docs/pause-and-resume-an-agent
Section: AI agent management
Summary: Pause an agent for a workspace-wide stop, then resume it after checking readiness and channel assignment.
Last updated: 2026-08-13
## Turn an agent off
Open **My Agents** and find the agent card. The card includes an **On / Off** switch. When the agent is on, changing the switch to off opens a confirmation dialog.
The dialog explains that turning the agent off stops it from responding on its assigned channels. Its saved configuration and published versions are preserved. Confirm with **Turn off** when you want the stop to apply.
Turning an agent off is different from taking manual control of one conversation. A paused agent stops customer-facing responses across its assigned channels. Manual control pauses AI handling for a specific conversation and follows the 15-minute reactivation rule described in [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
## Resume an agent
To resume an agent, return to **My Agents** and turn its switch on. If its readiness checks are complete, the agent returns to customer-facing operation.
If the switch cannot be enabled, the panel opens **Setup required before turning on** and lists the missing requirements. Select **Finish setup**, resolve each blocker, and return to the agent card. Common blockers include a missing published configuration, an inactive customer channel, or a channel that is no longer assigned to the agent.
## What pausing does not change
Turning the agent off does not delete:
- the agent’s draft configuration;
- its published configuration;
- connected app records;
- product or service catalogs; or
- conversation history already stored in the CRM.
It also does not discard unpublished changes. If you want to remove draft edits, open the agent’s **Unpublished changes** tray and use **Discard Changes** separately.
## When to pause first
Pause an agent before making a change that needs a quiet review period, for example:
- a major workflow or business-policy change;
- a channel reassignment;
- a catalog or service correction that could change customer answers; or
- a temporary business closure that should stop automated replies.
After the change, review [Agent readiness](/en/resources/docs/review-agent-readiness), publish if needed, and resume only when the customer experience is ready.
## If customers still receive messages
First confirm that the correct agent card shows **Off** and that the channel is not assigned to another active agent. Then check the conversation in CRM and the channel connection status. If the behavior continues after a refresh, record the agent name, channel, time, and visible status before contacting support. See [Troubleshooting and support](/en/resources/docs/troubleshooting-and-support-overview).
---
### Review AI activity, approvals, and tasks
URL: https://interlinked-ai.com/en/resources/docs/review-ai-activity-approvals-and-tasks
Section: AI agent management
Summary: Filter activity, open a detail sheet, approve or reject requests, and resume or cancel agent tasks.
Last updated: 2026-08-13
## Open Agent Notifications
The **AI & Automation** area of the panel includes **Agent Notifications**. Open it to review decisions, approval requests, and tasks associated with your agents.
The page is titled **AI Activity** and includes a refresh action, a search field, and four views:
- **Needs attention** — pending approvals and active tasks that need a decision;
- **All** — all activity returned for the workspace;
- **Approvals** — approval requests; and
- **Agent tasks** — tasks created for an agent.
## Inspect an item
Select a row to open its detail panel. The detail view shows the requested action or task, its status, the relevant context, and the date. Use the search field to find an action, capability, task, error, or status.
Statuses may include **Pending**, **Running**, **Completed**, **Failed / Rejected**, or **Cancelled**. A pending item is not proof that an action completed; it means the decision or task still needs a next step.
## Resolve an approval
For a pending approval, use **Approve** or **Reject** from the row or detail view. Add a resolution note when the panel provides the field. Approving lets the configured agent journey continue. Rejecting prevents that requested action from continuing.
Review the context before deciding. If the request involves a customer commitment, payment, appointment, order, or another business decision, confirm that the request matches your policy and the current customer conversation.
## Manage an agent task
Tasks that are waiting for a decision or have failed can show **Resume** and **Cancel**. Select **Resume** only after checking the detail and resolving the reason it stopped. Select **Cancel** when the task is no longer wanted or the customer’s request has changed.
The activity page is an operational review surface. It does not replace CRM conversation history, order records, service requests, or the agent’s draft/live settings.
## Keep activity useful
Use [Manage agent abilities and governance](/en/resources/docs/manage-agent-abilities-and-governance) to decide which actions need human approval. If an item appears because a conversation needs a person, open CRM and use [manual control](/en/resources/docs/switch-between-ai-and-manual-control) for the conversation itself.
If the page fails to load, select **Refresh** or **Retry**. Record the visible item status and detail before escalating. Do not retry a customer-facing action repeatedly when you cannot confirm whether the first attempt completed.
---
## Channels and integrations
### Channels and integrations overview
URL: https://interlinked-ai.com/en/resources/docs/channels-and-integrations-overview
Section: Channels and integrations
Summary: Use Channels for communication connections and Google Calendar, then assign a customer channel to the agent that should use it.
Last updated: 2026-08-13
## Where connections live
Open **Channels** in the **AI & Automation** section of the panel. The page may show the heading **Integrations** while the sidebar calls the area **Channels**. This is the workspace-level place to connect communication channels and supporting services.
The page currently separates:
- **Communication Channels** — Instagram, Facebook Messenger, and WhatsApp Business; and
- **Agent Plugins** — Google Calendar for appointment workflows.
## Connection is different from agent assignment
Connecting an account makes it available to the workspace. It does not by itself decide which agent responds there. After a successful connection, the panel can ask you to **Assign** the channel to an agent.
Only one agent can respond for a communication channel at a time. You can change the assignment later from the channel flow or the selected agent’s **Apps** settings. An agent must also be published, ready, and active before customers receive its responses.
## What you can connect
| Connection | Customer-facing use |
| --- | --- |
| **Instagram** | Instagram Direct conversations and supported comment follow-ups. |
| **Facebook Messenger** | Messages sent to a Facebook Page. |
| **WhatsApp Business** | WhatsApp customer conversations and approved template broadcasts. |
| **Google Calendar** | Availability and appointment handling for workflows that use a calendar. |
Use the platform-specific articles for account requirements and provider review steps. Provider availability, permissions, and account status can change independently of Interlinked.
## Connection states
An unconnected card shows **Connect**. A connected card shows the account name and **Active** state, with controls to turn the connection off or disconnect it. If the panel reports an error, keep the exact message and follow [Meta connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting) or the instructions shown by the provider.
## Before launching an agent
For a customer-facing channel, check all three layers:
1. The provider account is connected.
2. The channel is assigned to the intended agent.
3. The agent’s readiness card no longer shows a missing connection or assignment.
For the workspace-level controls, read [Manage connected channels](/en/resources/docs/manage-connected-channels). For agent-level settings, read [Configure an AI agent](/en/resources/docs/configure-an-ai-agent).
---
### Connect Instagram
URL: https://interlinked-ai.com/en/resources/docs/connect-instagram
Section: Channels and integrations
Summary: Use the Instagram connection flow from Channels, select the business account and linked Page, then confirm the agent assignment.
Last updated: 2026-08-13
## Before you connect
Prepare:
- an Instagram **Business** or **Creator** account;
- the Facebook Page associated with that Instagram account; and
- access to the Meta business asset so you can complete the provider’s account selection.
Personal Instagram accounts are not eligible for the business messaging connection. If the account or linked Page is missing from the provider screen, resolve that relationship before retrying.
## Connect Instagram
1. Open **Channels** under **AI & Automation**.
2. Find **Instagram** under **Communication Channels** and select **Connect**.
3. Complete the provider sign-in and authorization screens.
4. Select the eligible Instagram account and its associated Page.
5. Return to Interlinked and confirm that the card shows the connected account and **Active** state.
The provider screen is where you enter provider credentials. Interlinked should not ask you to paste those credentials into a chat, document, or unrelated form.
## Assign the channel to an agent
After the connection succeeds, select the agent in the assignment dialog when it appears. If you skip it, open **My Agents → [agent] → Apps** and assign Instagram there.
Only one agent responds for a channel at a time. Connecting Instagram without assigning a ready, active agent does not start customer-facing responses.
## What the agent can receive
Instagram Direct conversations appear in CRM. Story replies that arrive as Direct conversations follow the normal inbound conversation path. Supported comment follow-ups are configured separately in [Create and test an automation](/en/resources/docs/create-and-test-an-automation); a normal inbound mention or story interaction is not a separate connection type.
Once the agent is active, test with a controlled Direct message and verify the conversation in CRM. Use [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control) when a person needs to take over.
## If Instagram is missing or fails
Confirm that the account is Professional, linked to the intended Page, and managed by the Meta account you selected. If the provider returns an authorization or account-selection error, read [Meta connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting) and keep the exact message for support.
NEEDS VALIDATION
Instagram account eligibility and provider screens can change. Confirm the current account-selection labels before publishing a screenshot-based procedure.
---
### Connect Facebook Messenger
URL: https://interlinked-ai.com/en/resources/docs/connect-facebook-messenger
Section: Channels and integrations
Summary: Connect the Page you manage from Channels, confirm messaging access, and verify the assigned agent in CRM.
Last updated: 2026-08-13
## Before you connect
Prepare an active Facebook Page for the business and access to the Meta account that manages it. Page messaging must allow customers to contact the Page privately. If you manage several Pages, identify the exact Page that should receive conversations before starting.
## Connect Messenger
1. Open **Channels** under **AI & Automation**.
2. Find **Messenger** under **Communication Channels** and select **Connect**.
3. Complete the provider sign-in and authorization screens.
4. Select the Facebook Page to connect.
5. Return to Interlinked and confirm the account name and **Active** state.
## Assign the Page to an agent
When the connection succeeds, use the assignment dialog to choose the agent that should respond. You can also open **My Agents → [agent] → Apps** and assign Messenger from there.
Only one agent can respond for a Messenger channel at a time. The agent must also be ready and active before customers receive its responses.
## What happens after connection
Messages sent to the Page appear in **CRM**. The agent uses its published behavior and can hand a conversation to your team when needed. Review the first conversation before relying on Page messaging for a live campaign.
If the Page has its own automatic replies or greetings, check them when testing. Two systems sending separate welcome messages can create duplicate or confusing customer experiences.
## If Messenger is missing or fails
Confirm the Page is active, private messaging is enabled, and the selected Meta account has the required Page access. If the provider reports a permission or Page-selection problem, follow [Meta connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting).
NEEDS VALIDATION
Page roles, provider permissions, and the available connection flow can vary by account. Use the current provider screen and Channels card as the authority.
---
### Connect WhatsApp Business
URL: https://interlinked-ai.com/en/resources/docs/connect-whatsapp-business
Section: Channels and integrations
Summary: Complete the provider signup for a business portfolio and phone number, then verify the WhatsApp connection and agent assignment.
Last updated: 2026-08-13
## Before you connect
Have these ready:
- a phone number that can receive the provider’s verification message;
- the Meta account and business portfolio that should own the WhatsApp Business account; and
- permission to complete the provider’s business setup.
If the number is already in use by another WhatsApp business setup, the provider will explain whether it can be migrated or must be released first. Do not remove a number from another service until you understand that impact.
## Connect WhatsApp Business
1. Open **Channels** under **AI & Automation**.
2. Find **WhatsApp Business** under **Communication Channels** and select **Connect**.
3. Complete the guided provider signup in the popup or embedded screen.
4. Select or create the business portfolio and WhatsApp business account offered by the provider.
5. Register and verify the phone number, then complete any billing or business details the provider requires.
6. Return to Interlinked and confirm that the card shows the connected account and **Active** state.
## Assign the number to an agent
After a successful connection, choose the agent in the assignment dialog. If you choose **Now** or the dialog does not appear, open **My Agents → [agent] → Apps** and assign WhatsApp there.
Only one agent responds for a WhatsApp channel at a time. A connected number without an assigned ready agent is not yet a live customer path.
## Messaging rules customers notice
When a customer starts or continues a conversation, normal agent replies appear in CRM and on WhatsApp. Outside the provider’s customer-service window, business-initiated messages generally require an approved template. [Create WhatsApp broadcasts from CRM](/en/resources/docs/whatsapp-marketing-campaigns) explains the separate consent and eligibility checks for campaigns.
Manual replies remain important: a human reply on WhatsApp pauses AI handling for that conversation for 15 minutes after the latest human message. See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
## If the connection fails
Check the exact provider message, the selected business portfolio, the phone number’s current ownership, and whether the provider requires an additional business or billing step. Then read [Meta connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting).
NEEDS VALIDATION
Phone-number eligibility, business verification, billing requirements, and provider screens vary by country and account. The current guided signup and Channels card are authoritative.
---
### Manage connected channels
URL: https://interlinked-ai.com/en/resources/docs/manage-connected-channels
Section: Channels and integrations
Summary: Use the channel cards for connection state and the assignment dialog or agent Apps settings for the responding agent.
Last updated: 2026-08-13
## Open the Channels page
1. Open **Channels** under **AI & Automation**.
2. Find the platform card under **Communication Channels** or the service card under **Agent Plugins**.
3. Read the account name and status before selecting an action.
The page can display **Connect**, the connected account name, an **Active** badge, a switch, or a disconnect action depending on the connection state.
## Connect a channel
Select **Connect** on Instagram, Facebook Messenger, or WhatsApp Business and complete the provider’s sign-in and account selection screen. For Google Calendar, complete the calendar authorization screen and return to Interlinked.
After the provider confirms the connection, return to the Channels page and wait for the account card to refresh. For communication channels, the panel can open **Assign [channel] to an agent**. Select the agent that should respond, or choose **Now**, if you want to assign it later.
Only one agent can respond for a channel at a time. Assigning a channel to a new agent can remove the previous agent’s assignment for that channel.
## Reconnect a channel
If a previously connected account is no longer usable, open its card and follow the visible reconnect or connect action. Complete the provider flow with the account that owns the business asset, then confirm that the account name and **Active** state return.
Reconnecting should preserve existing CRM conversation history. If the connection still fails, keep the provider error and read [Meta connection troubleshooting](/en/resources/docs/meta-connection-troubleshooting).
## Disconnect a channel
Select the channel’s disconnect control and read the confirmation dialog. The dialog warns that the agent will stop receiving and responding through that channel, while the connection can be added again later. Confirm only after checking the intended workspace and platform.
Disconnecting a channel is separate from turning an agent off. It affects the channel connection; an agent can remain active for other assigned channels.
## Check the agent side too
Open **My Agents**, select the agent, and review **Apps** when you need to confirm assignment. Then open the readiness card and check that the agent is ready before activating it. A connected channel with no assigned ready agent is not yet a live customer path.
NEEDS VALIDATION
Provider account selection, reconnect wording, and permissions can vary by country and business account. The current channel card and provider screen are authoritative for the options available in your workspace.
---
### Meta channel connection troubleshooting
URL: https://interlinked-ai.com/en/resources/docs/meta-connection-troubleshooting
Section: Channels and integrations
Summary: Use the exact provider error and the current Channels card state to resolve connection, reconnection, and assignment problems.
Last updated: 2026-08-13
## Start with the current state
Open **Channels** and record:
- the platform card you used;
- the account or Page name shown;
- whether it says **Connect**, **Active**, or an error; and
- whether an agent is assigned in **My Agents → [agent] → Apps**.
Do not retry blindly if the provider has selected the wrong business asset. Confirm the account first, then retry from the card.
## The provider window closes or returns an error
Try these checks:
- finish the provider flow instead of closing the popup or browser tab;
- allow the provider window to open and return to the same Interlinked workspace;
- sign in to the account that actually manages the Page, Instagram account, or WhatsApp business portfolio;
- if several provider accounts are open, sign out of the unrelated ones and retry; and
- keep the exact error text, not only a screenshot of the final **Not connected** state.
If the card stays unconnected, retry once from **Channels**. If it fails again, use the account-specific checks below.
## Instagram is not available
Confirm that:
- the account is Business or Creator rather than Personal;
- it is linked to the intended Facebook Page; and
- the provider account has access to both assets.
If the Instagram account is not offered, fix the Page relationship in the provider’s business settings and return to the connection flow.
## Facebook Messenger is not available
Confirm that:
- the Page is active;
- customers can contact the Page privately; and
- the selected provider account has the required Page access.
If the Page already sends automatic greetings or replies, review those settings after the connection so customers do not receive competing messages.
## WhatsApp Business is not available
Check whether:
- the phone number is already registered in another WhatsApp business setup;
- the selected business portfolio is the intended owner;
- the verification message can reach the number; and
- the provider is asking for business or billing information before it will finish.
Do not delete an existing WhatsApp account or number as a first troubleshooting step. Confirm the provider’s migration guidance and business ownership first.
## The connection is active but the agent does not respond
A connected account is only one part of the customer path. Check in order:
1. The channel card still shows **Active**.
2. The channel is assigned to the intended agent.
3. The agent is published and its readiness card has no missing channel requirement.
4. The agent itself is turned on.
5. The conversation is not under manual control. A human reply pauses AI handling for that conversation for 15 minutes after the latest manual message.
Use [Manage connected channels](/en/resources/docs/manage-connected-channels) for the connection and assignment controls and [Review agent readiness](/en/resources/docs/review-agent-readiness) for the agent state.
## Protect your account
Enter provider credentials only in the provider’s own authorization screen. Interlinked support should not ask for your provider password, verification code, or private account secret in a message.
NEEDS VALIDATION
Meta account eligibility and provider wording can change without an Interlinked panel release. If the current card or provider screen differs from this article, follow the visible state and record the difference for the next documentation review.
---
## CRM
### CRM overview
URL: https://interlinked-ai.com/en/resources/docs/crm-overview
Section: CRM
Summary: Understand the CRM layout, how conversations flow from connected channels, and how to use the inbox to manage AI and human interactions.
Last updated: 2026-04-28
## What is the CRM
The CRM (Customer Relationship Management) is the operational hub of your Interlinked workspace. It is where every customer conversation lands — whether the customer reached out through Instagram, Facebook Messenger, or WhatsApp. From the CRM, you can monitor your AI agent's responses in real time, take manual control when needed, organize conversations with labels and folders, add internal notes, and collaborate with your team.
Think of the CRM as your unified inbox across all messaging channels, combined with customer context and AI management tools — everything you need to run your customer communication in one place.
## CRM layout
The CRM is organized into a responsive three-panel layout:
### Channel tabs (top bar)
At the top of the CRM, a tab bar lets you filter conversations by channel:
| Tab | Shows |
|-----|-------|
| **All** | Every conversation across all connected channels |
| **Instagram** | Only Instagram Direct message conversations |
| **Facebook** | Only Facebook Messenger conversations |
| **WhatsApp** | Only WhatsApp conversations |
### Conversation list (left panel)
The left panel shows your list of conversations, sorted by most recent activity. Each entry shows:
- Customer avatar and name
- Platform icon (Instagram, Messenger, or WhatsApp)
- Last message preview
- Timestamp of last interaction
- Unread message count badge
Above the list, you have access to:
- **Search bar** — Find conversations by customer name or message content
- **Inbox folders** — Switch between Open, Solved, Spam, and Archived
- **Filter badges** — Quick-filter by Unread status or custom tags
- **Campaign button** — Launch WhatsApp marketing campaigns
### Chat view (center panel)
When you select a conversation, the center panel shows the full message history with:
- Date separators between message groups
- Message bubbles with timestamps
- Media content (images, videos, audio, documents, stickers)
- Delivery status indicators (sending, sent, delivered, read, failed)
- AI/Manual mode toggle
- Conversation action buttons (mark as solved, star, view contact)
### Contact info panel (right panel)
Clicking "View contact" opens a detailed panel showing:
- Customer profile (name, avatar, platform, phone, email)
- Labels/tags for categorization
- Internal notes for team context
See [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes) for full details.
## How conversations arrive in the CRM
The conversation flow from channel to CRM works like this:
1. **Customer sends a message** on a connected channel (Instagram, Messenger, or WhatsApp).
2. **The message is received** by Interlinked through the channel connection.
3. **A new conversation** (lead) is created in the CRM, or the message is added to an existing conversation.
4. **The AI agent responds** automatically using your published workflow and business context.
5. **The conversation appears** in the CRM inbox in real time.
New conversations appear instantly — no page refresh needed. The CRM updates in real time as messages arrive and as the AI agent responds.
## AI and manual modes
Every conversation in the CRM has two operating modes:
- **AI mode (default)** — The AI agent handles the conversation automatically. The input area shows an animated "AI is managing this conversation" indicator.
- **Manual mode** — You or a team member handles the conversation directly. The input area activates with a text field, media buttons, and a send button.
A toggle pill at the top of the chat view lets you switch between modes instantly. See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control) for the full guide, including the 15-minute AI reactivation rule.
Note
The AI/Manual toggle applies per conversation. Switching one conversation to manual mode does not affect other conversations — the AI continues handling all other active conversations normally.
## Inbox folders
The CRM organizes conversations into folders:
| Folder | Purpose |
|--------|---------|
| **Open** | Active conversations that need attention or are being handled by the AI |
| **Solved** | Conversations marked as resolved — they move out of the Open inbox |
| **Spam** | Conversations identified as spam — separated from legitimate conversations |
| **Archived** | Conversations archived for record-keeping — removed from active inbox |
You can move conversations between folders using the action buttons in the chat view. See [Manage CRM inboxes and filters](/en/resources/docs/manage-crm-inboxes-and-filters) for the complete guide.
## CRM access and workspace people
The current plan and workspace state determine which CRM and collaboration
controls are available. Check the panel’s entitlement message rather than
relying on a fixed plan table in this overview.
Use [Manage workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations)
to invite teammates, assign roles, review pending seat reservations, and remove
access. Use [Plans and pricing](/en/resources/docs/plans-and-pricing) for
subscription context and the current **People** or **Billing** screen for
workspace-specific seat values.
## Working with a busy inbox
The conversation list loads more records as you move through it, and the chat
view can offer a **Load older messages** action for long histories. New
customer messages and AI responses appear in the CRM as they arrive. If a
change does not appear, use the panel’s refresh or retry action before sending
the same customer-facing action again.
## What to do next
- **Learn about inbox management** — See [Manage CRM inboxes and filters](/en/resources/docs/manage-crm-inboxes-and-filters)
- **Understand conversation tools** — See [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation)
- **Master the AI/Manual toggle** — See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control)
- **Organize customers** — See [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes)
- **Send marketing campaigns** — See [WhatsApp marketing campaigns](/en/resources/docs/whatsapp-marketing-campaigns)
- **Collaborate with your team** — See [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users)
---
### Manage CRM inboxes and filters
URL: https://interlinked-ai.com/en/resources/docs/manage-crm-inboxes-and-filters
Section: CRM
Summary: Navigate the CRM inbox using channel tabs, Open/Solved/Spam/Archived folders, search, and tag filters to find and manage conversations quickly.
Last updated: 2026-04-28
## Channel tabs
At the top of the CRM, a tab bar lets you filter conversations by messaging platform:
| Tab | What it shows | Icon |
|-----|-------------|------|
| **All** | Every conversation across all connected channels | Grid icon |
| **Instagram** | Only Instagram Direct message conversations | Instagram icon (pink) |
| **Facebook** | Only Facebook Messenger conversations | Facebook icon (blue) |
| **WhatsApp** | Only WhatsApp conversations | WhatsApp icon (green) |
Switching tabs immediately filters the conversation list below. The selected tab is visually highlighted so you always know which channel view you are in.
Tip
Use channel tabs when you want to focus on a specific platform — for example, reviewing all WhatsApp conversations before launching a marketing campaign, or checking Instagram conversations after running a social media promotion.
## Inbox folders
Below the channel tabs, the conversation list is organized into folders that reflect the conversation's current status:
### Open
The **Open** folder contains active conversations that may still need attention. This includes:
- New conversations that just arrived
- Conversations where the AI is actively responding
- Conversations where you took manual control and are actively chatting
This is your primary working inbox — the folder you check most frequently.
### Solved
The **Solved** folder contains conversations that have been marked as resolved. When you click the ✓ (checkmark) button on a conversation, it moves from Open to Solved.
Solved conversations are not deleted — they are just moved out of your active inbox so you can focus on conversations that need attention.
You can **reopen** a solved conversation at any time by clicking the reopen button (↩) in the chat view, which moves it back to the Open folder.
### Spam
The **Spam** folder separates unwanted or irrelevant conversations from your legitimate customer interactions. Conversations moved to Spam are hidden from your Open inbox.
### Archived
The **Archived** folder stores conversations for long-term record-keeping. Archived conversations are removed from the active inbox but remain accessible for reference.
Note
When a customer sends a new message to a conversation that is in Solved, Spam, or Archived, the conversation automatically moves back to the Open folder so you do not miss any new activity.
## Search
The search bar at the top of the conversation list lets you find conversations quickly by typing a customer name or keyword from a message. Search results update as you type, with a brief debounce delay to avoid excessive filtering.
### Search tips
- **Search by customer name** — Type the customer's name to find their conversation.
- **Search by content** — Type a keyword from a message to find conversations that contain it.
- **Clear the search** — Delete the search text to return to the full conversation list.
Search works within the currently selected channel tab and folder. If you are on the WhatsApp tab in the Open folder, search results only include open WhatsApp conversations.
## Filter by unread
The **Unread** filter badge appears below the search bar. Click it to toggle between:
- **Active (highlighted)** — Only shows conversations with unread messages.
- **Inactive (dimmed)** — Shows all conversations regardless of read status.
This is especially useful when you return to the CRM after being away and want to see which conversations have new messages.
## Filter by tags
Tags (labels) provide a powerful way to categorize and filter conversations. The CRM displays your most-used tags as quick-filter badges next to the Unread filter.
### How tag filtering works
- **Click a tag badge** to filter conversations to only those tagged with that label.
- **Click multiple tags** to filter by several labels simultaneously.
- **Click an active tag** again to remove it from the filter.
### More tags
If your workspace has more than two tags, a **+** button appears that opens a dropdown with all available tags. You can search for a specific tag and toggle it on or off.
The badge on the **+** button shows how many additional tag filters are active beyond the two shown in the quick-access area.
## Understanding the conversation list
Each conversation in the list displays:
| Element | Description |
|---------|-------------|
| **Avatar** | Customer's profile picture (or initials if no picture is available) |
| **Name** | Customer's name as provided by the messaging platform |
| **Platform icon** | Small icon indicating the channel (Instagram, Facebook, or WhatsApp) |
| **Last message preview** | Truncated preview of the most recent message in the conversation |
| **Timestamp** | Time of the last message (today's time, or date if older) |
| **Unread badge** | Blue dot or count indicating unread messages |
Conversations are sorted by most recent interaction — the conversation with the newest message appears at the top.
### Loading more conversations
The conversation list uses **infinite scroll**. As you scroll down, more conversations are automatically loaded. A loading spinner appears at the bottom while new conversations are being fetched.
## Combining filters
All filter mechanisms work together:
1. **Channel tab** narrows to a specific platform (or All)
2. **Folder** narrows to a conversation status (Open, Solved, Spam, Archived)
3. **Unread filter** narrows to conversations with new messages
4. **Tag filters** narrow to conversations with specific labels
5. **Search** narrows to conversations matching a text query
For example, you could view: **WhatsApp** → **Open** → **Unread** → tagged **Prioritario** — this shows only open WhatsApp conversations with unread messages that have been marked as priority.
## Best practices for inbox management
1. **Process the Open inbox regularly** — Check Open conversations at least once per day. Mark resolved conversations as Solved to keep the inbox clean.
2. **Use tags strategically** — Create a simple tag system (e.g., Priority, Follow-up, VIP) and apply tags consistently so you can filter effectively.
3. **Move spam promptly** — Move irrelevant conversations to Spam so they do not distract from real customer interactions.
4. **Archive completed interactions** — Once a solved conversation has been fully resolved and does not need to be in the Solved folder, archive it for record-keeping.
5. **Review the Solved folder periodically** — Occasionally check Solved conversations to ensure nothing was marked as resolved prematurely.
## What to do next
- **Learn about conversation tools** — See [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation)
- **Organize customers** — See [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes)
- **Master the AI/Manual toggle** — See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control)
---
### Open and manage a conversation
URL: https://interlinked-ai.com/en/resources/docs/open-and-manage-a-conversation
Section: CRM
Summary: Open a conversation in the CRM to view messages, send replies with text and media, check delivery status, and manage conversation state.
Last updated: 2026-04-28
## Opening a conversation
To open a conversation, click on any entry in the conversation list. The center panel updates to show the full message history for that conversation.
On **desktop**, the conversation list stays visible on the left while the chat view occupies the center. On **mobile**, opening a conversation takes you to a full-screen chat view with a back arrow to return to the list.
## Reading the message history
The chat view displays the complete message history between your AI agent (or you in manual mode) and the customer. Messages are organized chronologically with several visual elements:
### Message bubbles
- **Inbound messages** (from the customer) appear on the left with a white/light background.
- **Outbound messages** (from the AI or you) appear on the right with a blue background.
### Date separators
When messages span multiple days, date separators appear between message groups showing labels like "Today," "Yesterday," or a full date (e.g., "28 April 2026").
### Timestamps
Each message has a timestamp that appears on hover (for the full message area) or below outbound messages. Timestamps use 12-hour format with AM/PM.
### Loading older messages
For long conversations, the chat view loads recent messages first. You can load older messages in two ways:
- **Scroll to the top** — Older messages are automatically loaded when you reach the top of the chat.
- **Click "Load older messages"** — A button appears at the top of the chat when more history is available.
The scroll position is preserved when older messages load, so the view does not jump.
## Media in conversations
The CRM supports rich media content in both directions (inbound and outbound):
### Viewing media
| Media type | How it appears |
|-----------|---------------|
| **Images** | Inline thumbnail in the message bubble. Click to open a full-screen lightbox viewer. |
| **Videos** | Inline thumbnail with a play overlay. Click to open in a full-screen video player. |
| **Audio** | Inline audio player with playback controls. |
| **Documents** | File card with document name and a download icon. Click to open or download. |
| **Stickers** | Displayed as a small image inline in the conversation. |
### Sending media (manual mode only)
When you are in [manual mode](/en/resources/docs/switch-between-ai-and-manual-control), you can send media files to customers:
1. **Attach a file** — Click the 📎 paperclip icon to select any file type.
2. **Send an image or video** — Click the 🖼 image icon to select from images and videos.
3. **Preview before sending** — A media preview modal appears showing the file with an optional caption field.
4. **Add a caption** (optional) — Type a caption that will appear alongside the media.
5. **Click Send** — The media file is sent to the customer.
## Sending text messages
When you are in manual mode, the text input area is active at the bottom of the chat:
1. **Type your message** in the text field.
2. **Press Enter** to send (or click the send button).
3. **Press Shift + Enter** to add a new line without sending.
The send button appears as a blue circle with an arrow icon when you have text typed. When the input is empty, it shows a placeholder icon.
Note
When the conversation is in AI mode, the text input area is not available. You will see an animated "AI is managing this conversation" indicator instead. Switch to manual mode to send messages. See Switch between AI and manual control.
## Message delivery status
Outbound messages show delivery status indicators below the message bubble:
| Status | Icon | Meaning |
|--------|------|---------|
| **Sending** | Spinning loader | The message is being sent to the platform |
| **Sent** | Single checkmark (gray) | The message was accepted by the platform |
| **Delivered** | Double checkmark (gray) | The message was delivered to the customer's device |
| **Read** | Double checkmark (blue) | The customer has read the message |
| **Failed** | Red alert icon | The message could not be sent |
### Retrying failed messages
When a message fails to send, a red error indicator appears with a **Retry** button. Click Retry to attempt sending the message again. Common reasons for failure include network issues or expired channel connections.
Important
If messages are consistently failing, check your channel connection status in Manage connected channels. A disconnected or expired channel is the most common cause of persistent send failures.
## Conversation actions
The chat header provides several action buttons for managing the conversation:
### Mark as solved (✓)
Click the checkmark button to move the conversation from the Open folder to the Solved folder. This signals that the conversation has been resolved and does not need further attention.
If the conversation is already in the Solved folder, the button changes to a **reopen** icon (↩) that moves it back to Open.
### Star as priority (★)
Click the star button to toggle the "prioritario" (priority) tag on the conversation. Starred conversations:
- Show a filled star icon in the chat header
- Can be filtered using the Priority tag filter in the conversation list
- Help you identify high-priority interactions at a glance
### View contact info
Click the panel icon or "View contact" button to open the contact info drawer. On desktop, this opens as a side panel on the right. On mobile, it opens as an overlay sheet.
See [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes) for what you can do in the contact panel.
## Live conversation updates
The CRM updates the current conversation and inbox as new activity arrives:
- **New messages** from customers appear instantly without refreshing the page.
- **AI responses** appear as soon as the AI agent sends them.
- **Other conversations** in the sidebar update their preview and timestamp when new messages arrive in conversations you are not currently viewing.
When a message arrives in a different conversation, the sidebar entry updates with the new message preview, updated timestamp, and an unread badge increment.
## Keyboard shortcuts
| Shortcut | Action |
|----------|--------|
| **Enter** | Send the message (in manual mode) |
| **Shift + Enter** | Add a new line in the message input |
## What to do next
- **Learn about AI/Manual mode** — See [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control)
- **Manage customer data** — See [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes)
- **Organize your inbox** — See [Manage CRM inboxes and filters](/en/resources/docs/manage-crm-inboxes-and-filters)
---
### Switch between AI and manual control
URL: https://interlinked-ai.com/en/resources/docs/switch-between-ai-and-manual-control
Section: CRM
Summary: Toggle between AI-powered and human-operated conversation modes, understand the 15-minute AI reactivation rule, and learn when to take manual control.
Last updated: 2026-04-28
## How AI and manual modes work
Every conversation in the CRM operates in one of two modes:
### AI mode (default)
When a conversation is in AI mode, the AI agent handles it automatically:
- The AI reads incoming messages and generates responses based on your published workflow, product catalog, and business context.
- A blue **IA: Active** badge appears in the chat header with a pulsing blue dot.
- The input area at the bottom shows an animated "AI is managing this conversation" indicator instead of a text field.
- A "Take manual control" button is available below the AI indicator.
### Manual mode
When you switch to manual mode, you take over the conversation:
- The AI agent stops responding to this specific conversation.
- An orange **Manual** badge appears in the chat header with a solid orange dot.
- The input area activates with a text field, media attachment buttons, and a send button.
- You can send text messages, images, videos, documents, and other files.
Note
Switching modes affects only the selected conversation. All other conversations continue operating in their current mode. If conversation A is in manual mode and conversation B is in AI mode, the AI agent continues handling conversation B normally.
## How to switch modes
### The AI/Manual toggle
At the top of the chat view, a **toggle pill** sits between the header and the message area. It has two segments:
- **IA** — Blue when active, indicating AI mode
- **Manual** — Orange when active, indicating manual mode
Click the inactive segment to switch modes. The transition is instant — the badge, input area, and AI behavior update immediately.
### "Take manual control" button
When a conversation is in AI mode, a **"Take manual control"** button appears below the AI animation in the input area. Clicking this button is equivalent to clicking the Manual segment on the toggle pill — it switches the conversation to manual mode.
### Switching back to AI
To return a conversation to AI control, click the **IA** segment on the toggle pill. The AI agent immediately resumes handling the conversation.
## The 15-minute AI reactivation rule
When you switch to manual mode or send a manual message through the messaging platform directly (e.g., replying from the WhatsApp or Instagram app on your phone), the following behavior applies:
### How it works
1. **The AI pauses** for that specific conversation when manual mode is activated.
2. **You handle the conversation** directly — sending messages, sharing media, answering questions.
3. **After 15 minutes of human inactivity** (no messages sent by you), the AI automatically resumes responding to new messages from the customer.
### Timer reset behavior
The 15-minute timer resets every time you send a new message:
- If you send a message at minute 14, the timer resets to 15 minutes from that point.
- If you send messages continuously for 30 minutes, the AI remains paused for the entire time plus 15 minutes after your last message.
- The AI only resumes when there have been **15 consecutive minutes** with no human messages.
Important
The 15-minute reactivation is automatic. You do not need to manually switch back to AI mode — if you stop sending messages for 15 minutes, the AI resumes on its own. However, you can manually switch back to AI mode at any time using the toggle pill if you want the AI to resume sooner.
### External message detection
If you open WhatsApp, Instagram, or Facebook Messenger on your phone and manually send a message to a customer, the AI detects this external message and automatically pauses for that conversation. The same 15-minute rule applies — the AI resumes after 15 minutes of inactivity.
This means you can take over a conversation from any device, not just from the Interlinked CRM, and the AI will respect the handoff.
## What the customer sees
The customer **does not see** any indication that they are talking to an AI or a human. From the customer's perspective, they are having a conversation with your business. The switch between AI and manual modes is completely invisible to the customer — there is no notification, no "You are now chatting with a human" message, and no change in the conversation interface.
This seamless transition is by design — it maintains a consistent brand experience regardless of who (or what) is handling the conversation.
## When to use manual mode
### Recommended scenarios
| Scenario | Why manual is better |
|----------|---------------------|
| **Complex or unusual requests** | The AI may not have enough context for edge cases or unique situations |
| **Angry or frustrated customers** | A human touch can de-escalate emotional conversations more effectively |
| **High-value transactions** | Large orders, premium services, or VIP customers deserve personal attention |
| **Custom pricing or discounts** | Negotiations and special offers require human judgment |
| **Sensitive information** | Medical, legal, or financial details that need careful human handling |
| **AI misunderstanding** | When you notice the AI has given an incorrect or incomplete answer |
| **Explicit human request** | The customer asked to speak with a person |
### When to let the AI handle it
- **Common questions** about business hours, location, pricing, and product availability
- **Standard workflow steps** like order placement, appointment booking, or lead qualification
- **High-volume periods** where manual handling would create response delays
- **After-hours conversations** when no team members are available
- **Initial greetings** and conversation starters
Tip
During your first few days after publishing, monitor the AI's conversations in real time from the CRM. Let the AI handle most conversations but take over when you see it struggling with a specific question. Use these observations to improve your business context and AI configuration over time.
## AI/Manual mode and workflows
Some workflows include built-in human handoff steps:
- **Handoff to human** — Designed to transfer conversations to a person when certain conditions are met. See [Handoff to human](/en/resources/docs/handoff-to-human).
- **Qualify and transfer** — Qualifies leads and then transfers to a team member.
These workflow-driven handoffs interact with the manual mode system: when the AI reaches a handoff step in the workflow, it effectively triggers a manual mode switch for that conversation, and the 15-minute rule applies.
## What to do next
- **Learn about conversation tools** — See [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation)
- **Understand workflow handoffs** — See [Handoff to human](/en/resources/docs/handoff-to-human)
- **Manage your team** — See [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users)
---
### Customer profiles, labels, and notes
URL: https://interlinked-ai.com/en/resources/docs/customer-profiles-labels-and-notes
Section: CRM
Summary: Use the contact info panel to view customer details, apply custom and suggested labels, and add internal notes that your team can reference.
Last updated: 2026-04-28
## Opening the contact info panel
When you have a conversation open in the CRM, click the **"View contact"** button or the panel icon in the chat header to open the contact info panel.
- **On desktop (wide screens)** — The contact panel opens as a third column on the right side of the CRM, appearing inline alongside the conversation list and chat view.
- **On tablets and mobile** — The contact panel opens as a slide-over sheet from the right side of the screen. A close button (✕) is available to dismiss it.
## Customer profile
The top of the contact panel shows the customer's profile information:
### Profile header
- **Avatar** — The customer's profile picture from the messaging platform (or their initials if no picture is available)
- **Name** — The customer's name as provided by the platform
- **Platform icon** — Visual indicator of which channel the conversation is on (WhatsApp, Instagram, or Facebook)
- **Email** — If available from the platform profile
- **Profile link** — A "View profile" link that opens the customer's profile on the original platform (e.g., their Instagram profile or Facebook profile)
### Contact details
Below the profile header, the panel shows available contact information:
| Field | Source |
|-------|--------|
| **Phone number** | Available for WhatsApp conversations (the customer's WhatsApp number) |
| **Email** | If provided by the customer or available from the platform profile |
| **Platform user ID** | The unique identifier for the customer on the messaging platform |
Note
The contact details available depend on the messaging platform and the information the customer has shared. WhatsApp conversations always include a phone number, while Instagram and Messenger conversations may not include phone or email information unless the customer provides it during the conversation.
## Labels (tags)
Labels are customizable tags that you can attach to any customer conversation. They serve as an organization and categorization system — helping you filter conversations, identify priorities, and maintain context across your team.
### Viewing existing labels
All labels applied to a customer appear as blue badges in the Labels section of the contact panel. Each label shows its text and a remove button (×).
### Adding a custom label
To add a new label:
1. Type the label name in the **"Add new label..."** input field.
2. Click the **+** button or press Enter.
3. The label is saved immediately and appears as a new badge.
You can add as many labels as needed per customer. Labels are shared across your workspace, so any label you create can be used on other customers too.
### Removing a label
Click the **×** button on any label badge to remove it from the customer. The label itself remains available in your workspace — it is only removed from this specific customer.
### Suggested labels
Interlinked provides a set of suggested labels with emoji prefixes for common categorization needs:
| Suggested label | Purpose |
|----------------|---------|
| ⭐ **Prioritario** | High-priority customers that need immediate or special attention |
| 👁 **Seguimiento** | Customers that need follow-up action or monitoring |
| 🔥 **Importante** | Important conversations that should not be overlooked |
| ✅ **Calificado** | Customers who have been qualified as genuine leads or buyers |
Click a suggested label to toggle it on or off for the current customer. The emoji prefix makes these labels visually distinctive in the conversation list and filter badges.
Tip
The ⭐ Prioritario label can also be toggled from the chat header using the star (★) button, without opening the contact panel. Both methods update the same tag on the customer.
### Labels and CRM filters
Labels integrate directly with the CRM filtering system:
- Labels appear as **filter badges** in the conversation list header.
- The first two workspace labels show as quick-access badges.
- Additional labels are accessible through the **+** dropdown.
- When a label filter is active, the conversation list shows only customers tagged with that label.
This creates a powerful workflow: tag customers during or after conversations, then use label filters to quickly find specific groups — for example, all "VIP" customers across all channels.
## Internal notes
The notes section appears at the bottom of the contact panel as a sticky area. Notes are **internal-only** — they are visible only to workspace users and are never sent to the customer.
### Writing notes
1. Type your note in the text area. The field supports multi-line text and resizes automatically.
2. Click **Save** to persist the note.
3. The Save button is disabled when there are no changes to save.
### What to include in notes
Notes are free-form text, so you can use them however your team needs. Common uses include:
- **Customer context** — "Prefers delivery after 6 PM" or "Asked about wholesale pricing"
- **Follow-up reminders** — "Promised to send catalog on Monday" or "Waiting for payment confirmation"
- **Special instructions** — "Allergic to nuts — always check menu items" or "Repeat customer, give 10% discount"
- **Interaction history** — "Called on April 15 to clarify order #1234" or "Escalated to manager on April 20"
- **Team handoff notes** — "Maria handled the complaint, customer is satisfied" or "Need to follow up tomorrow with shipping update"
Important
Notes are visible to all workspace users with CRM access. Avoid including sensitive personal information (ID numbers, full credit card numbers, medical details) unless absolutely necessary for business operations. Follow your organization's data handling policies.
### Notes vs. messages
| Feature | Notes | Messages |
|---------|-------|----------|
| Visible to customer | ✗ | ✓ |
| Visible to team | ✓ | ✓ |
| Stored per customer | ✓ | Per conversation |
| Purpose | Internal context | Customer communication |
## Best practices
1. **Tag consistently** — Decide on a label system with your team and apply it consistently. A few well-used labels are more valuable than dozens of rarely-used ones.
2. **Keep notes actionable** — Write notes that help the next person who opens this conversation. Include context, next steps, and any commitments made.
3. **Review profiles before responding** — Before taking manual control, check the customer's labels and notes. Previous team members may have left important context.
4. **Use labels for workflows** — Create labels that reflect your business stages (e.g., "Lead," "Quoted," "Customer," "VIP") and update them as customers progress.
5. **Clean up periodically** — Remove outdated labels and update notes when information changes. Stale labels reduce their effectiveness.
## What to do next
- **Learn about inbox organization** — See [Manage CRM inboxes and filters](/en/resources/docs/manage-crm-inboxes-and-filters)
- **Collaborate with your team** — See [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users)
- **Understand conversation management** — See [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation)
---
### Team collaboration and CRM users
URL: https://interlinked-ai.com/en/resources/docs/team-collaboration-and-crm-users
Section: CRM
Summary: Use the shared CRM safely with teammates, coordinate handoffs, and manage workspace access from People.
Last updated: 2026-08-13
## How team collaboration works
The Interlinked CRM is a shared workspace where authorized teammates can view
and manage customer conversations together. Depending on their role, team
members can work with leads, take manual control, add labels and notes, and
coordinate follow-up from the same operational context.
Use [Manage workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations)
for invitations, roles, pending seats, and access removal. This article focuses
on how to work together once people have access.
## Use a shared inbox deliberately
Because the CRM is shared, two people can see the same conversation. Agree on a
simple ownership convention before your team starts responding:
- Assign follow-up to a teammate when the product provides an assignment
control;
- Use a label for a queue, urgency, or responsible person;
- Add an internal note with the customer context and next action; and
- Check the latest messages before sending a manual reply.
The goal is to make ownership visible without hiding conversations from the
rest of the team. See [Manage CRM inboxes and filters](/en/resources/docs/manage-crm-inboxes-and-filters)
and [Customer profiles, labels, and notes](/en/resources/docs/customer-profiles-labels-and-notes)
for the detailed controls.
## Coordinate AI and manual control
When a teammate needs to answer personally, use the conversation’s manual
control as described in [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
When a team member sends a manual reply on Instagram, Facebook Messenger, or
WhatsApp, the AI pauses for 15 minutes for that conversation. The pause does
not turn off the workspace agent or delete its configuration. Use the pause
period to finish the human response and record any follow-up the next teammate
needs.
## Make a clean handoff
1. Read the latest customer messages and the AI’s recent context.
2. Add an internal note with what has been promised, what is pending, and who
should act next.
3. Add a label or assignment that makes the next owner easy to find.
4. Reply to the customer only after confirming the current state.
5. Remove or update temporary labels when the handoff is complete.
Write notes so another teammate can continue without asking you to reconstruct
the conversation. Do not put passwords, access tokens, or other secrets in CRM
notes.
## Roles are managed separately from CRM work
The **People** page is the source of truth for workspace access. In general:
- Owners have full workspace control;
- Admins can manage workspace configuration and people;
- Agents work with leads, conversations, and operations; and
- Viewers can see permitted information without managing access.
Your exact controls depend on the current role and workspace state. If a CRM
action is unavailable, follow the panel’s permission message or ask an owner or
admin. Do not share one account’s login with the whole team.
## When a teammate leaves
Remove access from **People** as soon as a teammate no longer needs the
workspace. Removing a member releases their seat, but CRM leads assigned to
that person become unassigned. Review the CRM and assign those leads again so
customer follow-up does not stop.
For seat limits and current add-on availability, check **People** and
**Billing**. The displayed workspace values are more reliable than a fixed
plan table in a documentation page; see [Plans and pricing](/en/resources/docs/plans-and-pricing)
for the subscription context.
## What to do next
- **Manage access** — [Manage workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations).
- **Review customer context** — [Open and manage a conversation](/en/resources/docs/open-and-manage-a-conversation).
- **Handle AI handoffs** — [Switch between AI and manual control](/en/resources/docs/switch-between-ai-and-manual-control).
- **Work with service follow-up** — [Manage Service Requests](/en/resources/docs/service-requests-overview).
---
## Automations and campaigns
### Automations overview
URL: https://interlinked-ai.com/en/resources/docs/automations-overview
Section: Automations and campaigns
Summary: Learn what Automations can do, which channels they use, and how to review a rule before it contacts a customer.
Last updated: 2026-08-13
## What Automations are
Open **Automations** in the **AI & Automation** section of the panel. Automations handle a focused follow-up after a bounded event. They complement an AI agent; they do not replace the agent’s normal conversation flow.
Each rule has one trigger, one defined action, and safety limits you can review before activation. Examples currently shown in the panel include:
- **Abandoned cart follow-up** on WhatsApp;
- **Appointment reminder** on WhatsApp;
- **Instagram comment reply**; and
- **Facebook comment private reply**.
Availability depends on the connected channel, agent assignment, permissions, and workspace state. Automations is marked **BETA** in the sidebar, and some comment capabilities may require an additional validation or live test before broader use.
## What is already included in normal agent behavior
Story replies and mentions that arrive as inbound conversations are handled by the active agent’s normal routing and policies. They are not a separate story automation in the current panel.
Automations also do not create a hidden replacement for your workflow. The agent, channel, and customer conversation remain the source of the customer-facing response.
## Review the lifecycle
Rules use these statuses:
| Status | Meaning |
| --- | --- |
| **Draft** | Saved for review but not running. |
| **Active** | Eligible to run when its trigger and safety checks match. |
| **Paused** | Temporarily stopped; its configuration remains available. |
| **Needs attention** | The rule needs a channel, permission, template, agent, or other requirement reviewed. |
| **Archived** | Stopped and kept for reference. Historical executions remain visible. |
Use [Automation status and activation](/en/resources/docs/automation-status-and-activation) for the exact transitions and [Create and test an automation](/en/resources/docs/create-and-test-an-automation) for the setup steps.
## Safety controls matter
Depending on the trigger, the wizard can limit replies per user per day, stop when a human takes over, ignore the agent’s own replies, ignore nested comments, cancel an appointment reminder when the booking changes, cap cart attempts, or use an approved WhatsApp template only when the required conditions are met.
These controls are part of the customer experience. Keep the action narrow and avoid overlapping rules that could send duplicate messages.
## Automations and broadcasts are different
The **Broadcasts** tab is a history view for approved WhatsApp template campaigns created from CRM. A broadcast is a recipient campaign; an automation reacts to a future event. Marketing broadcasts require eligible recipients, an approved template, and current marketing consent for every recipient.
Read [WhatsApp marketing campaigns](/en/resources/docs/whatsapp-marketing-campaigns) for campaign eligibility and delivery statuses.
NEEDS VALIDATION
Channel permissions, template approval, and comment capabilities are controlled partly by the connected provider. The panel’s activation readiness message is the current source of truth for your workspace.
---
### Create and test an automation
URL: https://interlinked-ai.com/en/resources/docs/create-and-test-an-automation
Section: Automations and campaigns
Summary: Use the five-step automation wizard to select a trigger, define when it runs, set safety limits, and save a reviewable draft.
Last updated: 2026-08-13
## Open the automation wizard
Open **Automations** and select **New automation**. The wizard saves changes only when you finish a step or save the rule, so you can review the setup before it runs.
The five steps are:
1. **Choose a trigger**
2. **Define when it runs**
3. **Choose the action**
4. **Set safety limits**
5. **Review and activate**
## 1. Choose a trigger
Select one event. The current choices include abandoned carts, upcoming appointments, and matching comments.
- **Abandoned cart follow-up** runs after a delay of 1–23 hours, while the normal WhatsApp service window remains available. An approved template can be configured as a fallback when the window is closed.
- **Appointment reminder** runs 2 hours to 7 days before the appointment. It can stop if the booking changes.
- **Comment reply** can match every comment or only comments containing up to 20 keywords. You can optionally limit the rule to specific post or media IDs.
The wizard shows the channel required by the trigger. Cart and appointment rules use WhatsApp. Comment rules use Instagram or Facebook, depending on the selected template.
## 2. Define the audience and timing
Give the rule a clear **Automation name**, select the **Agent**, and select the **Connected channel**. Choose an agent that is customer-facing and active on the selected channel.
Use a specific trigger condition. For comments, add only the keywords that genuinely indicate the intended customer question. For timing rules, choose the smallest useful delay or reminder window.
If there is no compatible connected channel, the wizard shows **No compatible connected channel is available for this trigger**. Connect the channel first from [Channels & Integrations](/en/resources/docs/channels-and-integrations-overview).
## 3. Choose the action
Configure the action the wizard presents for the trigger. Comment rules can use a **Public reply**, a **Private reply**, or both. You can also choose whether the commenter should create or update a CRM lead when that option is available.
Keep messages clear and useful. Do not promise a price, appointment, order, or human follow-up that the customer has not actually requested or that the connected workflow cannot confirm.
## 4. Set safety limits
Review every limit shown by the wizard. Common controls include:
- **Stop when a human takes over the conversation**;
- **Maximum replies per user per day**;
- **Ignore replies nested under another comment**;
- ignoring your own comments to prevent reply loops;
- **Cancel the reminder when the booking changes**; and
- **Maximum attempts per cart**.
If a WhatsApp template fallback is used, select an approved template and the required language. The panel may reject templates that are not approved, use the wrong category, require unsupported variables or media, or are not available for the selected channel.
## 5. Save and dry-test the draft
Select **Save draft** while you are still reviewing the rule. Then use **Test dry run** from the automation list. A dry run tells you whether the rule would match or skip an event.
The panel explicitly says: **No provider call was made and no execution was saved.** A dry run does not contact a customer and does not prove that activation will pass every channel check.
When the rule is ready, continue to [Automation status and activation](/en/resources/docs/automation-status-and-activation). Do not select **Save and activate** until the agent, channel, permissions, consent, and message content are ready.
---
### Review automation status and activation
URL: https://interlinked-ai.com/en/resources/docs/automation-status-and-activation
Section: Automations and campaigns
Summary: Move an automation from draft to active safely, pause it when needed, and resolve a Needs attention state.
Last updated: 2026-08-13
## Understand the statuses
The Automations table shows the rule name, status, channel, last run, and available actions.
| Status | What you can expect |
| --- | --- |
| **Draft** | The rule is saved but does not run. You can edit it and dry-test it. |
| **Active** | The rule can respond when its event and safety conditions match. |
| **Paused** | The rule is stopped temporarily. Its settings and history remain available. |
| **Needs attention** | A requirement failed or changed. Review the readiness message before trying again. |
| **Archived** | The rule is stopped and kept as historical record. |
## Who can do what
The panel uses workspace roles for automation control:
- A read-only user can review automations and broadcasts.
- A workspace member can create and edit drafts, run dry tests, and pause an active rule for safety.
- An owner or administrator controls activation and archiving.
If an action is not available, the panel’s access message is the current explanation. Do not copy a rule or change workspace ownership just to bypass a missing control.
## Activate a draft
Before activation, open the rule and review:
1. the selected agent and connected channel;
2. the trigger timing, keywords, or event scope;
3. the customer-facing response;
4. the safety limits; and
5. the **Activation readiness** message.
Select **Save and activate** when you are ready. The server performs a final readiness check. Common blockers include:
- the agent is not published or not enabled;
- the agent is not customer-facing;
- the channel is not assigned, active, or connected;
- required channel permissions or comment subscriptions are missing;
- an approved WhatsApp template is missing, unavailable, or the wrong category; or
- the automation has already been archived.
The wizard lists the exact fix. A message such as **Save as a draft to finish these requirements** means the rule can be stored for later but is not ready to activate.
## Pause or archive
Use **Pause** for a temporary stop. Pausing preserves the rule so you can activate it again after the situation is understood.
Use **Archive** when the rule should no longer run and you want to keep its historical executions visible. The confirmation explains that historical executions remain available. Archived rules cannot run again unless you create a new rule according to the options currently offered by the panel.
If an active rule must be changed, the panel may require you to pause it first. This protects the live behavior while you change its agent, channel, trigger, action, or safety settings.
## Resolve Needs attention
Open the rule and read the readiness message instead of guessing. Reconnect the channel, assign the correct agent, update the approved template, or adjust the rule to the supported trigger. Run a dry test after the correction, then activate again.
Automations are focused customer follow-ups. Keep the agent’s normal workflow and the automation’s action aligned, and use [manual control](/en/resources/docs/switch-between-ai-and-manual-control) when a teammate takes over a conversation.
---
### Create WhatsApp broadcasts from CRM
URL: https://interlinked-ai.com/en/resources/docs/whatsapp-marketing-campaigns
Section: Automations and campaigns
Summary: Use approved WhatsApp templates and eligible CRM contacts for a reviewable broadcast; delivery can suppress contacts that fail a final check.
Last updated: 2026-08-13
## Broadcasts and automations are different
Open **Automations** under **AI & Automation** and select **Broadcasts** to review WhatsApp template campaigns created from CRM. A broadcast is a recipient campaign that you start; an automation reacts to a future event such as an abandoned cart, appointment timing, or a matching comment.
The Broadcasts view shows campaign name, template, status, recipient count, delivery totals, and creation date. It is a history and monitoring surface. Use **Create a broadcast in CRM** to start a new campaign.
## Requirements
Before creating a broadcast, confirm that:
- the workspace has a connected WhatsApp sender;
- the sender has an approved WhatsApp template available;
- the selected CRM contacts have a phone number that can receive WhatsApp messages; and
- every recipient has current marketing consent.
The eligibility review can identify a missing phone number, a contact that is not a WhatsApp contact, missing consent, or consent that was revoked. A contact who is not eligible cannot be treated as a valid recipient simply because it was selected in CRM.
## Create the campaign
The CRM campaign flow is organized around three decisions:
1. **Campaign and template** — give the broadcast a name, choose the connected WhatsApp sender, and select an approved template. Only approved templates for that sender are offered.
2. **Recipients** — search CRM contacts, review their eligibility, select eligible contacts, and record consent only through the consent action your workflow permits.
3. **Final review and launch** — confirm the sender, template, language, category, and number of eligible recipients before launching.
The final check runs again while recipients are added and the broadcast is launched. If a contact’s phone, template eligibility, or consent changed, that contact can be suppressed instead of receiving the message.
## Broadcast statuses and delivery
The Broadcasts history can show:
| Status | Meaning |
| --- | --- |
| **Draft** | The campaign exists but has not been queued for delivery. |
| **Queued** | The campaign is waiting to be processed. |
| **Sending** | Delivery is in progress. |
| **Completed** | Processing finished; inspect the delivery counts for the result. |
| **Failed** | The campaign could not complete as expected. |
| **Cancelled** | The campaign was stopped before completion. |
Delivery totals distinguish sent recipients from failed or suppressed recipients. Keep the broadcast record when investigating a result instead of assuming that the selected count equals the delivered count.
## Consent and responsible use
Marketing broadcasts require a valid opt-in and must honor opt-out requests and applicable WhatsApp and local requirements. Send relevant messages to people who expect them, keep the content consistent with the approved template, and do not use a broadcast to bypass a conversation handoff or a customer’s request to stop.
WhatsApp provider charges and messaging limits are separate from the Interlinked subscription. The exact template availability, sender eligibility, and delivery outcome can depend on the connected provider account.
NEEDS VALIDATION
The CRM campaign launcher currently contains provider-specific labels and the connected account controls which templates and recipients are available. Confirm the visible wording in the current panel before publishing screenshots or locale-specific button instructions.
For normal event-based follow-ups, read [Automations overview](/en/resources/docs/automations-overview). For channel setup, read [Connect WhatsApp Business](/en/resources/docs/connect-whatsapp-business).
---
## Lead Discovery
### Lead Discovery overview
URL: https://interlinked-ai.com/en/resources/docs/lead-discovery-overview
Section: Lead Discovery
Summary: Learn what Lead Discovery is, who it helps, and how to access it from the landing page or your dashboard.
Last updated: 2026-04-25
## What is Lead Discovery
Lead Discovery is Interlinked AI's AI-powered prospecting tool. It helps you find qualified business prospects by analyzing publicly available web and social media profiles, then generates personalized outreach messages — called icebreakers — that you can use as a starting point for your first contact.
Instead of spending hours manually searching for potential clients, you describe your business or paste your website URL, and Lead Discovery identifies prospects that are likely to benefit from what you offer. Each result includes context about the prospect, a relevance score, identified business needs, and a suggested icebreaker ready for you to review and personalize.
Lead Discovery is built for **business prospecting** — helping sales teams, entrepreneurs, freelancers, and agencies find and connect with potential clients through informed, personalized outreach.
## Who should use Lead Discovery
Lead Discovery is designed for anyone who needs to find new business opportunities and make a strong first impression:
- **Small business owners** looking for local or niche clients that match their services
- **Sales teams** that need a steady pipeline of qualified prospects with context for personalized outreach
- **Marketing agencies** searching for businesses that could benefit from their expertise
- **Freelancers and consultants** who want to identify potential clients without cold-calling random contacts
- **B2B companies** looking for business partners, resellers, or clients in specific industries
The tool works best when you provide specific context about your business, industry, and ideal customer profile. The more detail you give, the more relevant the prospects and icebreakers will be.
## Where to access Lead Discovery
You can use Lead Discovery from two places, depending on whether you have an account.
### From the public landing page
The Interlinked AI website includes a direct entry point to Lead Discovery:
1. Visit [interlinked-ai.com](https://interlinked-ai.com)
2. On the features page for Lead Discovery, you will see a ChatGPT-style prompt bar where you can type your search immediately
This public access lets you try Lead Discovery once without creating an account. After your first search, you can [create an account](/en/resources/docs/create-your-account) to continue using the tool.
### From the signed-in dashboard
Once you have an Interlinked AI account, Lead Discovery is accessible from your dashboard:
1. Sign in at [panel.interlinked-ai.com](https://panel.interlinked-ai.com)
2. In the left sidebar, look for Lead Discovery — the icon resembles a person with a magnifying glass
3. Click it to open the full Lead Discovery experience
The dashboard version includes your complete search history in a left sidebar, a usage counter showing how many searches you have used and how many remain in your current billing period, and the same prompt bar for starting new searches.
## How authentication works
Lead Discovery is available at different levels depending on your account status:
- **Without an account** — You can try one Lead Discovery search for free. This lets you evaluate the tool before committing to registration.
- **With a free account** — After registering (via [Google sign-in](/en/resources/docs/sign-in-with-google) or email), you receive 3 searches per month on the Free tier. Registration is quick and redirects you back to Lead Discovery so you can continue where you left off.
- **With a paid plan** — Starter, Pro, Ultra, and Enterprise plans include higher monthly search quotas. See [Lead Discovery limits and plans](/en/resources/docs/lead-discovery-limits-and-plans) for the full breakdown.
Every new account automatically starts on the Free tier. You can upgrade at any time from your [billing settings](/en/resources/docs/billing-and-subscription-management).
## Lead Discovery vs CRM
Both Lead Discovery and CRM deal with customer context, but they serve different moments in the sales cycle:
- **Lead Discovery** helps you find and research potential prospects *before* any conversation has started. It is your outbound prospecting tool.
- **CRM** helps you manage conversations and lead context *after* a customer has engaged through a connected channel. It is your inbound conversation manager.
If a customer is already messaging your business through Instagram, WhatsApp, or another connected channel, the [CRM](/en/resources/docs/crm-overview) is the right place to manage that relationship. If you are looking for new prospects to reach out to, Lead Discovery is where you start.
## What to expect from results
When you run a Lead Discovery search, you receive a set of prospect cards. Each card includes:
- A **Lead Score** (0–100) indicating how well the prospect matches your search
- **Pain Points** — business challenges the AI identified from public context
- A **Suggested Icebreaker** — a personalized first message ready for you to review and adapt
Result quality depends on the specificity of your prompt, the amount of publicly available information about each prospect, and your own review before reaching out. Lead Discovery gives you a strong starting point, but the best results come when you personalize the AI-generated content to match your voice and the prospect's situation.
For a detailed breakdown of each result element, see [Understand Lead Discovery results](/en/resources/docs/understand-lead-discovery-results).
## What to do next
- **Start your first search** — Learn how Magic Mode and Direct Search work. See [Start a Lead Discovery search](/en/resources/docs/start-a-lead-discovery-search).
- **Understand your results** — Learn how to read Lead Scores, Pain Points, and Icebreakers. See [Understand Lead Discovery results](/en/resources/docs/understand-lead-discovery-results).
- **Check your search quota** — Understand how many searches your plan includes. See [Lead Discovery limits and plans](/en/resources/docs/lead-discovery-limits-and-plans).
- **Use Lead Discovery responsibly** — Review guidelines for ethical prospecting. See [Lead Discovery responsible use](/en/resources/docs/lead-discovery-responsible-use).
---
### Start a Lead Discovery search
URL: https://interlinked-ai.com/en/resources/docs/start-a-lead-discovery-search
Section: Lead Discovery
Summary: Step-by-step guide to running your first Lead Discovery search using Magic Mode or Direct Search, with prompt tips and loading state explanations.
Last updated: 2026-04-25
## How to start a search
Lead Discovery uses a ChatGPT-style prompt bar where you describe what you are looking for. You can access it from two places:
1. **From the public landing site** — Visit the Lead Discovery feature page at [interlinked-ai.com/en/features/lead-discovery](https://interlinked-ai.com/en/features/lead-discovery). The prompt bar is available immediately — no account required for your first search.
2. **From the dashboard** — Sign in at [panel.interlinked-ai.com](https://panel.interlinked-ai.com) and select **Lead Discovery** from the left sidebar. The dashboard provides the same prompt bar plus your search history and usage counter.
In both cases, you type or paste your input into the text area and click **Generate Search** to start.
## Search modes
Below the prompt bar, you will see two tabs that change how the AI interprets your input. Choose the one that fits your situation.
### Magic Mode (recommended)
Magic Mode is the default and recommended way to search. It is designed for users who want the AI to do the heavy lifting.
**How it works:**
- Paste your **website URL** (for example, `https://www.yourbusiness.com`) and the AI will analyze your site to understand your business, your offer, and the kind of clients that could benefit from it.
- Or write a **description of your business** — for example, *"We are a digital marketing agency specializing in e-commerce brands."*
The AI processes your input, identifies your value proposition, and constructs a search that matches you with relevant prospects — without requiring you to specify exact industries, roles, or locations.
Tip
The more specific your input, the better your results. Instead of "I sell software," try "We sell inventory management software for independent restaurants with 1–3 locations." Specificity about your industry, offer, and ideal customer profile leads to higher-quality prospects.
### Direct Search
Direct Search is for users who already know exactly what they are looking for and prefer to control the query.
**How it works:**
- Type a **specific search term** — such as an industry, a role, a business category, or a combination. For example: *"fitness coaches in Miami"*, *"real estate agencies"*, *"SaaS founders"*.
The AI follows your query directly instead of interpreting a broader business description. This mode is useful when you have a clear target audience and do not need the AI to infer your ideal customer.
## Prompt examples and best practices
Good prompts produce better results. Here are examples for each mode:
### Magic Mode examples
| Prompt | Why it works |
|--------|-------------|
| `https://www.yourbusiness.com` | The AI analyzes your site and automatically identifies your ideal prospects |
| *"We sell CRM software for small law firms"* | Specific industry + product + customer size gives the AI clear context |
| *"Digital marketing agency focused on helping DTC beauty brands scale on Instagram"* | Channel, niche, and service type all help narrow results |
| *"I'm a freelance web designer for restaurants and cafés"* | Clear role + target industry produces relevant local business prospects |
### Direct Search examples
| Prompt | Why it works |
|--------|-------------|
| *"Bakeries in Austin, Texas"* | Concrete industry + location for targeted local prospecting |
| *"E-commerce store owners"* | Broad but specific category for scalable outreach |
| *"Personal trainers"* | Simple role-based search when you know your audience |
| *"B2B SaaS companies Series A"* | Industry + stage for targeted business prospecting |
### Tips for better results
1. **Be specific about your niche** — "Software for restaurants" outperforms "software company."
2. **Include your ideal customer profile** — Mention the size, industry, or role of the people you want to reach.
3. **Use Magic Mode when unsure** — If you are not certain what search terms to use, paste your website URL or describe your business and let the AI figure out the best prospects.
4. **Use Direct Search when certain** — If you already know you want "accountants in Chicago," go straight to Direct Search.
5. **Iterate** — If your first search does not return the results you expected, refine your prompt and try again. Each search counts toward your [monthly quota](/en/resources/docs/lead-discovery-limits-and-plans).
## What happens after you click Generate Search
Once you submit your search, Lead Discovery begins working through several stages. You will see real-time progress indicators:
1. **Scanning sources** — The AI is searching across publicly available web and social profiles relevant to your query.
2. **Analyzing profiles** — Each potential prospect is being evaluated and scored based on how well they match your search criteria.
3. **Generating icebreakers** — The AI is writing personalized first-contact messages for each qualified prospect based on their public profile and identified needs.
Important
Keep the browser tab open while the search is in progress. Closing the tab during a search may interrupt the process and results could be lost.
When all three stages complete, your results appear as individual prospect cards in the main area. See [Understand Lead Discovery results](/en/resources/docs/understand-lead-discovery-results) for a detailed breakdown of what each card contains.
## Starting a new search from the dashboard
In the dashboard, you can start a new search at any time:
1. Click the **New search** option or return to the empty prompt state
2. Choose your search mode (Magic Mode or Direct Search)
3. Enter your prompt and click **Generate Search**
Your previous searches remain saved in the left sidebar and can be reopened at any time. See [Lead Discovery history and usage](/en/resources/docs/lead-discovery-history-and-usage) for details on managing your search history.
## Frequently asked questions
**Can I search without creating an account?**
Yes. You can try one Lead Discovery search without registering. After that, you will need to [create an account](/en/resources/docs/create-your-account) to continue. Registration is free and takes less than a minute.
**Which mode should I use — Magic Mode or Direct Search?**
If you are not sure, start with Magic Mode. Paste your website URL or describe your business, and let the AI identify your ideal prospects. Use Direct Search only when you already know the exact industry, role, or location you want to target.
**How long does a search take?**
Search times vary depending on the complexity of your query and the number of prospects analyzed. Most searches complete within one to two minutes.
**Does each search count toward my quota?**
Yes. Every search you run — regardless of mode — counts as one search against your [monthly allowance](/en/resources/docs/lead-discovery-limits-and-plans). Review your prompt carefully before submitting to make each search count.
---
### Understand Lead Discovery results
URL: https://interlinked-ai.com/en/resources/docs/understand-lead-discovery-results
Section: Lead Discovery
Summary: Detailed guide to Lead Cards, the 0–100 scoring system, AI-identified pain points, and how to use suggested icebreakers for personalized outreach.
Last updated: 2026-04-25
## How results are displayed
When a Lead Discovery search completes, results appear as individual **Lead Cards** — one card per prospect. Each card contains the context you need to decide whether to reach out and what to say.
## Lead Cards
Each Lead Card is a self-contained prospect summary combining several elements:
| Element | What it tells you |
|---------|------------------|
| **Lead Score** | How well this prospect matches your search (0–100) |
| **Pain Points** | Business challenges or needs identified from public context |
| **Suggested Icebreaker** | A personalized first message ready to review and adapt |
## Lead Score
The Lead Score is a number from **0 to 100** representing how well a prospect matches your search criteria, calculated from the alignment between your input and the prospect's publicly available profile.
### Score ranges
| Score range | Meaning | Recommended action |
|------------|---------|-------------------|
| **80–100** | High fit — strong alignment | Contact first. Highest-priority prospects. |
| **50–79** | Moderate fit — partial alignment | Review context before reaching out. May need a tailored approach. |
| **0–49** | Lower fit — limited alignment | Consider carefully. May not match current needs, or public info was limited. |
### What influences the score
- **Relevance to your query** — How closely the prospect's business or role matches your description
- **Available public information** — More detailed public profiles produce more accurate scores
- **Business context alignment** — How well the prospect's needs match your services or products
Note
The Lead Score is a starting point, not a guarantee. Always review the prospect's context before reaching out. A lower score may reflect limited public information rather than poor fit.
## Pain Points
Pain Points are business challenges, needs, or opportunities identified from a prospect's public online presence. They appear as a list on each Lead Card.
### Common examples
- Outdated website design
- Low social media engagement
- No visible online ordering system
- Manual appointment scheduling without automation
- Inconsistent response times on social channels
- Missing product catalog on website
### How to use Pain Points
1. **Qualifying the prospect** — If the listed pain points align with problems your product solves, the prospect is likely a good fit.
2. **Personalizing your message** — Referencing a specific pain point demonstrates that you understand the prospect's situation and improves response rates.
Tip
Connect a prospect's pain point to a concrete benefit: "I noticed your restaurant doesn't show its menu online — we've helped similar businesses increase reservations by adding a digital menu with online ordering."
## Suggested Icebreaker
The Suggested Icebreaker is a personalized first-contact message written by the AI for each prospect, based on their public profile, identified pain points, and your search context.
### What makes it effective
- Sounds natural and conversational, not mass-produced
- References something specific about the prospect
- Connects the prospect's needs to your offer
- Works across outreach channels including Instagram DMs and email
### How to use the icebreaker
1. **Read it carefully** — Always review before sending
2. **Personalize it** — Adjust the tone and add details to match your communication style
3. **Copy it** — Use the copy button to copy the message to your clipboard
4. **Send it** — Paste into an Instagram DM, email, or your preferred outreach channel
Important
Always review and personalize the icebreaker before sending. Prospects respond better to messages that feel genuine and specifically relevant to them.
## Reviewing and acting on results
A practical workflow for getting the most from your results:
1. **Start with highest scores** — Focus on 80–100 range prospects first
2. **Check Pain Points** — Confirm the listed challenges match problems you solve
3. **Review the Icebreaker** — Adjust to match your tone and add personal details
4. **Reach out** — Contact through the channel that makes most sense for their business
5. **Track responses** — Manage conversations through your [CRM](/en/resources/docs/crm-overview) if prospects respond through connected channels
## What affects result quality
- **Prompt quality** — Specific prompts produce more relevant results. See [Start a Lead Discovery search](/en/resources/docs/start-a-lead-discovery-search).
- **Available public information** — Prospects with limited online presence may receive lower scores or less detailed pain points
- **Your review** — The AI provides a starting point. The decision to contact — and how — is always yours.
## Frequently asked questions
**How many prospects does each search return?**
The number varies based on your query and available public data.
**Can I save individual leads?**
Your entire search and its results are saved in your [search history](/en/resources/docs/lead-discovery-history-and-usage). Reopen any past search to review results.
**Are results updated automatically?**
No. Each search is a point-in-time query. Run a new search for fresh results. Each search counts toward your [monthly quota](/en/resources/docs/lead-discovery-limits-and-plans).
**What if the icebreaker doesn't match my tone?**
Edit it freely. The icebreaker is a starting point meant to be personalized.
---
### Lead Discovery history and usage
URL: https://interlinked-ai.com/en/resources/docs/lead-discovery-history-and-usage
Section: Lead Discovery
Summary: Learn how to navigate search history, reopen past searches, use the mobile sidebar, check your usage counter, and permanently delete old searches.
Last updated: 2026-04-25
## Search history sidebar
In the signed-in dashboard, every Lead Discovery search you run is automatically saved. Your past searches appear in the **left sidebar**, organized by time and date — grouped into categories such as "Today," "Yesterday," "This week," and earlier.
This sidebar acts as your personal archive of prospecting sessions. You do not need to take any action to save a search — it happens automatically when results are generated.
## Reopening past searches
To revisit a previous search and review its results:
1. Open the left sidebar (visible by default on desktop)
2. Browse or scroll through your search history
3. Click on any past search entry
4. The main area instantly loads all the results from that search — Lead Cards, Lead Scores, Pain Points, and Icebreakers — exactly as they were when the search completed
This allows you to return to prospects you discovered earlier without running a new search or consuming additional quota.
## Mobile sidebar behavior
On smartphones and tablets, the sidebar is **hidden by default** to maximize screen space for results.
To access your search history on mobile:
1. Tap the **menu button** (☰) in the upper corner of the screen
2. The sidebar slides open with your full search history
3. Select the search you want to review
4. The sidebar closes automatically, and the selected results appear in full screen
## Usage counter
The dashboard shows a **usage counter** that tells you how many Lead Discovery searches you have used and how many remain in your current period.
This counter appears within the Lead Discovery section and updates in real time as you run searches. It helps you track your consumption against your plan's monthly quota.
| Counter element | What it shows |
|----------------|--------------|
| **Searches used** | Number of searches completed in the current period |
| **Searches remaining** | Number of searches still available before the period resets |
When your remaining searches reach zero, you will not be able to start new searches until your quota resets or you upgrade your plan. See [Lead Discovery limits and plans](/en/resources/docs/lead-discovery-limits-and-plans) for full quota details and reset rules.
Tip
Check your usage counter before starting a new search, especially if you are on the Free tier. You can always reopen past searches without using additional quota.
## Deleting searches
You can delete individual searches from your history when you no longer need them.
### How to delete a search
1. Locate the search in your sidebar history
2. Select the delete option for that search entry
3. A **confirmation dialog** will appear asking you to verify the deletion
### What happens when you delete
Important
Deleting a search is permanent and irreversible. Once confirmed, the search entry and all associated results — including Lead Cards, Lead Scores, Pain Points, and Icebreakers — are permanently removed. They cannot be recovered.
Before deleting, make sure you have copied or saved any icebreakers or prospect information you want to keep.
Deleting a search does **not** restore search quota. The search was already counted when it was originally run.
## Frequently asked questions
**Is my search history available across devices?**
Yes. Your search history is tied to your account. Sign in on any device to access your full history.
**How long are searches saved?**
Searches are saved indefinitely in your account until you manually delete them.
**Does reopening a past search count as a new search?**
No. Reopening a previously completed search does not consume any additional search quota.
**Can I rename or organize my searches?**
Currently, searches are organized automatically by date. You cannot rename individual entries.
---
### Lead Discovery limits and plans
URL: https://interlinked-ai.com/en/resources/docs/lead-discovery-limits-and-plans
Section: Lead Discovery
Summary: Full breakdown of Lead Discovery search limits per plan, reset timing, anonymous trial usage, and Enterprise custom quotas.
Last updated: 2026-04-25
## Search quotas by plan
Every Interlinked AI plan includes a specific number of Lead Discovery searches. The table below shows the monthly search allowance for each tier:
| Plan | Searches per month | Notes |
|------|-------------------|-------|
| **Anonymous (no account)** | 1 total | One-time trial. Does not reset. |
| **Free** | 3 | Resets every 30 days from account creation date |
| **Starter** | 50 | Resets with your billing period |
| **Pro** | 200 | Resets with your billing period |
| **Ultra** | 500 | Resets with your billing period |
| **Enterprise** | Custom | Higher quota available — contact Interlinked AI |
Each search counts regardless of the mode used (Magic Mode or Direct Search). Every submitted search consumes one search from your allowance.
## Anonymous trial search
If you visit Lead Discovery without an account, you can try **one search for free**. This lets you evaluate the tool before registering.
Important details about the anonymous trial:
- You receive exactly **1 search** — this is a one-time allowance, not monthly
- The trial search does **not** reset. Once used, creating an account is required for more searches
- After your trial search, you can [create an account](/en/resources/docs/create-your-account) to receive the Free tier's monthly searches
## Free tier
Registered users on the Free plan receive **3 Lead Discovery searches per month**.
### Reset rules for Free tier
- Your 3-search allowance resets **every 30 days**, counted from your **account creation date** — not from the calendar month
- For example, if you created your account on March 15, your searches reset on April 14, then May 14, and so on
- Unused searches do **not** roll over to the next period
To get more searches, you can [upgrade to a paid plan](/en/resources/docs/plans-and-pricing) at any time.
## Paid plans (Starter, Pro, Ultra)
Paid plans provide higher monthly search quotas:
- **Starter** — 50 searches per month
- **Pro** — 200 searches per month
- **Ultra** — 500 searches per month
### Reset rules for paid plans
- Your search quota resets at the start of each new **billing period**, synchronized with your subscription renewal date
- For monthly subscriptions, this means a fresh allowance every month on your billing date
- For 6-month or 12-month billing terms, your search quota still refreshes monthly within your term
- Unused searches do **not** roll over to the next billing period
For details on billing terms, discounts, and subscription management, see [Plans and pricing](/en/resources/docs/plans-and-pricing) and [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
## Enterprise
The Enterprise plan offers a **custom Lead Discovery search quota** designed for organizations with high-volume prospecting needs. The specific allowance is negotiated as part of your Enterprise agreement.
To request an Enterprise configuration:
- Contact the Interlinked AI team at **contact@interlinked-ai.com**
- Include your estimated monthly search volume and prospecting requirements
- See [Enterprise plan](/en/resources/docs/enterprise-plan) for full details on what Enterprise includes
## What happens when you reach your limit
When your search quota is exhausted for the current period:
- The [usage counter](/en/resources/docs/lead-discovery-history-and-usage) in your dashboard shows **0 searches remaining**
- You cannot start new searches until your quota resets or you upgrade your plan
- You can still **reopen and review** all previously completed searches from your search history — this does not consume quota
- Your existing results, Lead Cards, and icebreakers remain available
Tip
If you regularly reach your search limit before the reset date, consider upgrading to the next plan tier. The jump from Free (3 searches) to Starter (50 searches) or from Starter to Pro (200 searches) provides substantially more prospecting capacity.
## Frequently asked questions
**Do searches from the public landing page count toward my quota?**
If you are signed in, yes — searches run from any access point count against your plan's allowance. If you are not signed in, only the one-time anonymous trial applies.
**Can I buy additional searches without upgrading my plan?**
Currently, additional search packs are not available separately. To get more searches, upgrade to a plan with a higher quota.
**When exactly does my quota reset?**
For Free accounts, 30 days from your account creation date. For paid plans, at the start of your next billing period. Check your [billing settings](/en/resources/docs/billing-and-subscription-management) for your renewal date.
**Do deleted searches restore my quota?**
No. Deleting a search from your history removes the results but does not return the search to your allowance.
---
### Lead Discovery responsible use
URL: https://interlinked-ai.com/en/resources/docs/lead-discovery-responsible-use
Section: Lead Discovery
Summary: Understand the responsible use principles behind Lead Discovery, including its business prospecting focus, safety positioning, and outreach best practices.
Last updated: 2026-04-25
## Business prospecting by design
Lead Discovery is designed specifically for **business prospecting** — helping professionals and companies find and connect with potential clients, partners, or business contacts. It is built to return business profiles, business owners, companies, creators, and professional presences based on publicly available information.
Lead Discovery is **not** designed for:
- Finding private or compromising personal information
- Targeting individuals under 18
- Mass data scraping or surveillance
- Compiling personal dossiers unrelated to business outreach
- Harassment, stalking, or any form of abusive contact
The tool focuses on public business context to help you identify relevant professional opportunities and craft thoughtful, personalized outreach.
## What Lead Discovery does not do
To set clear expectations, here is what Lead Discovery intentionally does not support:
- **No bulk contact-data export** — Lead Discovery does not provide a way to export large lists of contact data for mass messaging. Results are designed to be reviewed individually, and icebreakers are meant to be personalized before sending.
- **No automated sending** — Lead Discovery generates suggested messages, but it does not send them automatically. You review, personalize, and send each message yourself through your chosen channel.
- **No sensitive data collection** — The tool works with publicly available business information. It does not access private databases, personal records, or non-public data sources.
## Responsible outreach guidelines
Using Lead Discovery effectively means using it responsibly. These guidelines help you maintain professional standards and build genuine business relationships:
### Contact prospects respectfully
- Introduce yourself clearly and state the purpose of your message
- Keep your outreach relevant to the prospect's business needs
- If a prospect is not interested or does not respond, respect their decision
- Do not send repeated follow-up messages to someone who has not replied
### Avoid spam
- Do not send the same generic message to many prospects without personalization
- Always review and customize the suggested icebreaker before sending
- Do not use Lead Discovery results to build mass email or messaging campaigns
- Keep your outreach volume reasonable and targeted
### Verify information before outreach
- The AI generates insights based on publicly available data. This information may not always be current or complete.
- Verify the prospect's current situation before referencing specific details in your message
- If a prospect's profile or business situation appears to have changed, adjust your approach accordingly
### Comply with applicable laws and platform rules
Lead Discovery is designed to support responsible business prospecting, but compliance with local regulations is your responsibility. When reaching out to prospects, be aware of:
- **Email marketing laws** — Such as CAN-SPAM (United States), CASL (Canada), or equivalent regulations in your jurisdiction
- **Privacy regulations** — Such as GDPR (European Union), LGPD (Brazil), or similar data protection laws
- **Platform terms of service** — Each social media or messaging platform has its own rules about direct messages, cold outreach, and commercial communications
- **Industry regulations** — Some industries have specific rules about solicitation and marketing
Important
Interlinked AI does not guarantee legal compliance in any specific jurisdiction. It is your responsibility to ensure that your outreach practices comply with all applicable privacy, marketing, email, and platform rules in your country and the countries where your prospects are located.
### Use icebreakers as starting points
The AI-generated icebreakers are designed to give you a strong starting point — not to be used as automated scripts. Best practices:
- Read every icebreaker before sending it
- Add your personal voice and relevant details
- Make sure the message is appropriate for the channel you are using (Instagram DM, email, LinkedIn, etc.)
- Adjust the level of formality based on the prospect and platform
## Safety and content considerations
Lead Discovery includes safeguards around the type of results it returns:
- Results are oriented toward **business profiles and professional presences** — not private individuals
- The system is designed to avoid returning profiles of people under 18 or content that could be considered compromising
- If you encounter results that seem inappropriate or unrelated to business prospecting, this may reflect the specificity of your search prompt. Refine your query to focus on business-related terms
Note
No automated system is perfect. If you encounter a result that does not meet the standards described above, please report it to the Interlinked AI team at contact@interlinked-ai.com.
## Summary of responsible use principles
| Principle | What it means |
|-----------|--------------|
| **Business focus** | Use Lead Discovery for professional prospecting, not personal investigations |
| **Personalized outreach** | Always review and customize icebreakers before sending |
| **Respect boundaries** | Accept non-responses gracefully; do not persist with uninterested prospects |
| **Verify first** | Confirm information is current before referencing specifics |
| **Legal compliance** | Follow email, privacy, and platform rules in your jurisdiction |
| **No spam** | Do not use results for mass, impersonal messaging campaigns |
| **Report issues** | Contact Interlinked AI if you encounter inappropriate results |
## Frequently asked questions
**Is Lead Discovery legal to use?**
Lead Discovery analyzes publicly available business information to help you find prospects. Using it for legitimate business prospecting is its intended purpose. However, how you use the results — specifically how you contact prospects — must comply with applicable laws in your jurisdiction.
**Can I use icebreakers for mass email campaigns?**
No. Icebreakers are designed for individual, personalized outreach. Copying the same message to hundreds of contacts defeats the purpose and may violate anti-spam regulations.
**Does Lead Discovery store personal data about prospects?**
Lead Discovery works with publicly available business information. It does not build persistent personal profiles or store sensitive personal data about the prospects it identifies.
**What should I do if I find inappropriate results?**
Report them to the Interlinked AI team at **contact@interlinked-ai.com** with details about your search and the result in question.
---
## Products
### Products overview
URL: https://interlinked-ai.com/en/resources/docs/products-overview
Section: Products
Summary: Manage the catalog your agent can use, review imports before they become active, and keep product media ready for customer experiences.
Last updated: 2026-08-13
## What the Products area is for
Open **Products** from the Operations section to manage the product information your agents can use in customer conversations, orders, and an Online Store. The page separates catalog data, product media, and import history so you can review each kind of change in the right place.
The current page has three views:
- **Catalog** — search, filter, sort, edit, add, or delete products;
- **Media** — check image coverage and process or upload product images; and
- **History** — return to saved catalog imports, continue unfinished work, and inspect their result.
## How product changes reach the active catalog
An imported spreadsheet is first a private staged review. The active catalog does not change until you validate the staged data and confirm **Merge with catalog** or **Replace catalog**.
Individual edits, new products, deletions, and **Clear catalog** are direct catalog actions. Review the confirmation shown by the panel before using a destructive action, and keep the source file for bulk changes.
This means “uploaded” and “active” are not always the same state: an import can be saved for review, processing can still be running, and a product can be present without its image being ready.
## What the catalog gives an agent
The catalog supplies structured product information such as names, prices, stock, SKUs, descriptions, categories, and other attributes. A complete catalog helps an agent answer product questions, compare options, recommend relevant items, and support order or storefront conversations.
Read [How the AI searches products](/en/resources/docs/how-ai-searches-products) for customer-facing search behavior, and [Product catalog best practices](/en/resources/docs/product-catalog-best-practices) for data quality guidance.
## Main actions
| Action | Use it for |
| --- | --- |
| **Import catalog** | Upload a CSV, XLS, or XLSX file and review it before merging or replacing the active catalog. |
| **New product** | Add one product without preparing a full spreadsheet. |
| **Manage images** | Open Media to process URLs, upload a SKU-matched folder, or replace an image. |
| **History** | Reopen or inspect previous import reviews and results. See [Review product import history](/en/resources/docs/review-product-import-history). |
| **More options → Clear catalog** | Remove the current catalog after confirming that this is intended. |
The Catalog view includes **All**, **Active**, and **Drafts** filters, search, sorting, and additional filters. Larger lists load more items as you move through the table; there is no need to rely on a fixed page size.
## Products and the Online Store
The Online Store can use a selected set of products separately from the complete catalog. Missing images can appear as neutral placeholders and do not automatically prevent storefront publication. Read [Manage storefront products](/en/resources/docs/manage-storefront-products) when the question is about public product selection rather than the master catalog.
## Recommended path
Start with [Prepare your product catalog](/en/resources/docs/prepare-your-product-catalog), import it through [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import), use [Review product import history](/en/resources/docs/review-product-import-history) to follow saved or interrupted work, then use [Manage product images](/en/resources/docs/manage-product-images) to resolve media gaps.
---
### Upload a product catalog
URL: https://interlinked-ai.com/en/resources/docs/upload-a-product-catalog
Section: Products
Summary: Use Import catalog for a staged review of names, prices, stock, SKUs, and other product attributes before the catalog changes.
Last updated: 2026-08-13
## Start an import
Open **Products**, stay on the **Catalog** view, and select **Import catalog**. Choose a CSV (`.csv`), Excel (`.xls`), or Excel Open XML (`.xlsx`) file.
Interlinked opens the file in a staged import review. It does not replace or merge the active catalog merely because the file was selected. Continue through **File**, **Review**, **Confirm**, and **Import** to make the change.
## File requirements
Use one product per row and provide clear column headings. **Product name** and **price** are required for a product to pass the basic import validation. Stock and SKU are strongly recommended when they apply to your business.
Useful columns include:
- product name;
- price and currency;
- stock or availability;
- SKU or another unique product code;
- description;
- category or brand; and
- attributes such as size, color, material, flavor, compatibility, or use case.
The importer can map common variations of a heading. Review the detected mapping instead of assuming a spreadsheet heading was interpreted correctly.
## Review before confirming
On **Review**, check the mapping summary and row validation. You can search and filter the staged rows, edit values, bulk-fill repeated values, exclude rows, remove fields, hide a field from AI use, and restore an uploaded value when the panel offers that action.
After every correction, select **Validate changes**. Treat remaining required errors as a stop sign. Warnings may still be allowed, but read their explanation before importing.
For the full decision process, read [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import).
## Choose the catalog impact
On **Confirm**, choose one of the following:
- **Merge with catalog** to add new products, update matching products, and retain products that are not in the file; or
- **Replace catalog** to make the validated file the complete active catalog.
The confirmation screen shows the expected additions, updates, unchanged products, and removals. Replace requires an exact confirmation phrase because products outside the file will no longer be in the active catalog.
## After the import
The result reports the number of saved products and any image URLs detected or queued for media processing. Catalog data can be available before image processing finishes. Use **Media** or **History** to continue checking the result.
If you are importing during onboarding, the wizard uses this same staged catalog requirement. The wizard can continue only after a required catalog is confirmed, or after you select **Skip for now** when the step is optional.
---
### Prepare your product catalog
URL: https://interlinked-ai.com/en/resources/docs/prepare-your-product-catalog
Section: Products
Summary: Give the importer and your agent clean names, prices, availability, descriptions, and attributes to work with.
Last updated: 2026-08-13
## Start with one row per product
Prepare a CSV or Excel file with one product or variant per row and a clear heading for each field. Product name and price are the basic required values for the catalog import. Add stock and SKU whenever they apply to your operation.
Keep the original file as your source copy. The Products import flow lets you merge or replace after review, but a source file makes it easier to correct a future import or restore a known catalog manually.
## Recommended fields
| Field | Why it helps |
| --- | --- |
| Product name | Gives customers and your team a clear name to search and recognize. |
| Price | Lets the agent answer price questions and compare options. |
| Stock or availability | Helps the agent avoid presenting unavailable items as ready to buy. |
| SKU | Provides a stable identifier for review, media matching, and internal tracking. |
| Description | Adds the context customers use when they describe a need. |
| Category, brand, or tags | Helps organize the catalog and narrow recommendations. |
| Attributes | Adds details such as size, color, material, flavor, compatibility, or use case. |
The importer recognizes common heading variations, but consistent headings make the Review step easier to verify.
## Match the data to your business
- A clothing store can include size, color, material, fit, and care instructions.
- A supplements store can include flavor, presentation, serving size, ingredients, and usage notes.
- A cosmetics store can include skin type, finish, shade, volume, and application notes.
- A hardware store can include measurements, material, compatibility, and recommended use.
Use concise, factual descriptions. Avoid unsupported medical, legal, or regulated-product claims, and do not upload products that violate applicable law or Interlinked policy.
## Clean the file before uploading
- Use one consistent value style for currency, sizes, categories, and availability.
- Remove accidental blank rows, duplicate products, and test records.
- Keep product names customer-facing rather than internal shorthand.
- Make sure prices are current and interpreted in the intended currency.
- Keep SKUs unique when you use them.
- Include enough description and attributes for the questions customers actually ask.
Then use [Upload a product catalog](/en/resources/docs/upload-a-product-catalog) and inspect the staged rows before confirming the import.
---
### Replace or clear your catalog
URL: https://interlinked-ai.com/en/resources/docs/replace-or-clear-your-catalog
Section: Products
Summary: Use Replace catalog for a complete reviewed file and Clear catalog only when you intend to remove every product.
Last updated: 2026-08-13
## Choose the action by intent
- **Merge with catalog** keeps products that are not in the uploaded file while adding or updating the rows in the file.
- **Replace catalog** makes the validated file the complete active catalog.
- **Clear catalog** removes the current catalog without importing a replacement.
Use the first two choices from the staged **Import catalog** flow when you have a file. Use **Clear catalog** from **Products → Catalog → More options** only when you intentionally want no active products.
## Replace catalog safely
1. Select **Import catalog** and complete the file and review steps.
2. On **Confirm**, choose **Replace catalog**.
3. Read the counts for new, updated, unchanged, and removed products.
4. Keep a copy of the source file and type the confirmation phrase exactly as shown.
5. Select **Replace catalog** and wait for the result.
The active catalog changes only after the final confirmation. Products can be available before their images finish processing, so check **Media** separately.
## Clear catalog safely
Select **Clear catalog**, read the confirmation dialog, and confirm only if the entire active catalog should be removed. Clearing removes the products the agent can use for product answers, orders, or the selected storefront. Keep your source file because the panel does not provide a simple undo for a cleared catalog.
Before a destructive catalog action
Confirm that you are in the correct workspace, export or retain the source file, and check whether an Online Store is using the products you are about to remove.
## After the change
Review the Catalog view for names, prices, availability, and product count. If the agent needs to search the updated catalog, allow the panel to finish preparing the catalog and test representative customer questions. Read [How the AI searches products](/en/resources/docs/how-ai-searches-products) for troubleshooting.
---
### Add products manually
URL: https://interlinked-ai.com/en/resources/docs/add-products-manually
Section: Products
Summary: Use New product for a small catalog change without importing a full spreadsheet.
Last updated: 2026-08-13
## Add one product
1. Open **Products** and stay on **Catalog**.
2. Select **New product**.
3. Enter the customer-facing product information, including name and price.
4. Add stock, SKU, description, and useful attributes when they apply.
5. Save the product.
The saved product appears in the Catalog view without replacing the rest of the catalog. Use **Edit** on a product row when you need to correct an existing value.
## Keep fields consistent
Use the same conventions as the rest of your catalog for currency, categories, sizes, availability, and SKUs. Useful attributes can include description, color, size, flavor, material, brand, compatibility, shipping notes, or use case.
If the product needs an image, save the catalog data first and then use **Media** or **Manage images**. A product can be saved while its image is missing or still processing.
## When to use an import instead
Use [Upload a product catalog](/en/resources/docs/upload-a-product-catalog) when many products need to change, when prices or stock come from a spreadsheet, or when you need a merge/replace impact review. Manual entry is best for one product or a small number of focused corrections.
## Check the result
After saving, search for the product in Catalog and verify its name, price, availability, SKU, and important attributes. If the agent does not find it immediately, allow catalog preparation to finish and then test a customer question. See [How the AI searches products](/en/resources/docs/how-ai-searches-products).
---
### How the AI searches products
URL: https://interlinked-ai.com/en/resources/docs/how-ai-searches-products
Section: Products
Summary: Complete names, prices, availability, descriptions, and attributes give the agent more context for customer product questions.
Last updated: 2026-08-13
## Product search uses meaning and detail
After a catalog change is confirmed, Interlinked prepares the product information so an agent can look for relevant items during a customer conversation. The agent can use more than an exact product-name match: it can relate a customer’s need to descriptions, categories, attributes, availability, and price.
Catalog visibility and search readiness are separate. A product can appear in the Catalog table while preparation is still in progress.
## Examples
| Customer asks | Helpful catalog information |
| --- | --- |
| “What is your largest protein presentation?” | Size, weight, presentation, and description |
| “What is the most affordable option?” | Current prices and availability |
| “Do you have something for sensitive skin?” | Description, category, skin type, and other attributes |
| “I need a black formal shirt in medium.” | Category, color, size, and description |
The agent still needs a clear product, price, and availability state to give a useful answer. Good search does not correct inaccurate catalog data.
## Timing expectations
After a large import, merge, replacement, or manual change, preparation can continue after the table updates. The time depends on catalog size and the amount of detail. Wait for the visible processing state to settle before treating a broad test as final.
Images are handled separately in **Products → Media**. A missing image does not necessarily prevent a text product answer or storefront publication.
## If a product is hard to find
1. Confirm the product is in the active Catalog view, not only in a staged import.
2. Check its name, price, availability, SKU, and important attributes.
3. Add a concise description or clearer category when the customer’s wording is not reflected in the catalog.
4. Allow preparation to finish after a large change.
5. Test a specific customer question again in a controlled conversation.
For data quality, read [Product catalog best practices](/en/resources/docs/product-catalog-best-practices). For import state, read [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import).
---
### Product catalog best practices
URL: https://interlinked-ai.com/en/resources/docs/product-catalog-best-practices
Section: Products
Summary: Clean catalog data improves product answers, recommendations, order conversations, and storefront browsing.
Last updated: 2026-08-13
## Keep the active catalog trustworthy
The best catalog is accurate, consistent, descriptive, and current. A staged import gives you a review point before a bulk change becomes active; use it instead of treating a spreadsheet upload as automatically safe.
## Write for customers and the agent
- Use clear product names rather than internal shorthand.
- Keep descriptions concise, factual, and focused on customer decisions.
- Add attributes such as category, size, color, material, flavor, brand, compatibility, or use case when they matter.
- Use the same value style across products, such as one consistent way to write sizes and categories.
- Keep prices and availability current.
- Use unique SKUs when you rely on them for review or image matching.
Avoid unsupported medical, legal, or regulated-product claims. Products must comply with applicable laws and Interlinked’s policies.
## Choose the right update path
| Situation | Best path |
| --- | --- |
| One product needs to be added | [Add products manually](/en/resources/docs/add-products-manually) |
| A spreadsheet contains many changes | [Upload a product catalog](/en/resources/docs/upload-a-product-catalog) |
| You need to compare impact before applying a file | [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import) |
| Every active product should come from the file | [Replace or clear your catalog](/en/resources/docs/replace-or-clear-your-catalog) |
| Images are missing or processing | [Manage product images](/en/resources/docs/manage-product-images) |
## Review after a change
Check product count, names, prices, availability, SKUs, important attributes, and media coverage. Test representative searches only after the panel finishes any visible preparation. If a product is not found, start with the Catalog row and import state before changing the agent’s instructions.
---
### Review and confirm a product import
URL: https://interlinked-ai.com/en/resources/docs/review-and-confirm-product-import
Section: Products
Summary: Import a spreadsheet as a private staged review, correct validation issues, choose merge or replace, and confirm the result.
Last updated: 2026-08-13
## Imports are staged before they change the catalog
Open **Products** and select **Import catalog**. Choose a CSV, XLS, or XLSX file. The panel reads the file into a private staged import so you can review mapping, rows, warnings, and errors before the active catalog changes.
The import flow has four steps: **File**, **Review**, **Confirm**, and **Import**. While the file is being prepared, the panel states that the active catalog has not changed.
## Review mapping and rows
On the **Review** step, check the detected column mapping and the validation summary. The panel can show counts for valid rows, warning rows, and error rows. Mapping changes require another validation pass.
You can search the import, filter by validation state or change type, and inspect each row’s uploaded value, issue details, and suggested fix. If a field should not influence the agent, use the available **Hide from AI** action. If a row should not be imported, exclude it and keep track of the excluded-row count.
For small corrections, edit the row and select **Save edit**. To restore the uploaded value, select **Reset to uploaded value**. For repeated data, use **Bulk fill**, choose the scope, and apply the value to selected, filtered, or all rows. Select **Undo last edit** when the last change was accidental.
Use **Validate changes** after editing. Do not continue while required errors remain unless the panel explicitly lets you exclude or correct them.
## Decide how the file joins the catalog
On **Confirm**, choose the impact that matches your intention:
| Option | What it does |
| --- | --- |
| **Merge with catalog** | Adds new products, updates matching products, and keeps products that are not present in the file. |
| **Replace catalog** | Removes the current catalog and uses only the validated file. |
The panel shows the expected new, updated, unchanged, and removed products before you confirm. A merge can still show deletions when rows were explicitly removed from the staged import. Review that warning carefully.
Replace is protected by a confirmation phrase. Type the phrase exactly as shown before the **Replace catalog** action becomes available. If the catalog is empty, the panel explains that the first upload creates products and there is nothing to replace.
Important
Replace changes the active catalog after final confirmation. Keep a copy of the source file and review the impact summary before typing the replacement phrase.
## Confirm and follow the result
Select **Import products** or **Replace catalog**. The final result reports how many products were saved and whether image URLs were detected or queued for processing. Product data can become available before image processing finishes.
If the import is interrupted, the panel can offer **Return to review**, **Check again**, **View history**, or **Start another import**. Use [Review product import history](/en/resources/docs/review-product-import-history) to understand saved statuses and recovery actions. Use the saved import rather than uploading the same file repeatedly when the existing review is still available.
After a successful import, select **View catalog**, **Manage images**, or **View history**. Continue with [Manage product images](/en/resources/docs/manage-product-images) if the result reports missing or external images.
---
### Review product import history
URL: https://interlinked-ai.com/en/resources/docs/review-product-import-history
Section: Products
Summary: Track saved imports after upload, reopen unfinished reviews, download error reports, and restore a catalog snapshot safely.
Last updated: 2026-08-13
## What Product History is for
Open **Products** and select **History** to review catalog imports saved by the
workspace. History helps you continue an import after leaving the review
screen, understand what happened to a file, and find the result or error report
without uploading the same file again.
History is separate from the active **Catalog**. A file can appear in History
while it is still being prepared, waiting for review, or processing for AI. The
active catalog changes only after the import flow reaches its confirmation
step.
## What each history row shows
An import row can include:
- File name, upload date, and file size;
- Total products found in the file;
- The current import status; and
- Warnings, errors, or a result summary when the panel has finished processing.
The panel can use labels such as **Preparing**, **Ready to review**,
**Saving**, **Processing for AI**, **Complete**, **Interrupted**, and
**Closed**. These describe the saved import’s stage, not necessarily whether
every product is currently active.
## Continue or inspect an import
Select the action shown on the row:
| Action | Use it for |
| --- | --- |
| **Resume review** | Return to a saved staged import and continue mapping or correcting rows. |
| **Check status** | Refresh the result of an import that is still processing. |
| **View result** | Inspect the completed import summary and any warnings. |
| **Recover** | Continue an interrupted import when the panel offers recovery. |
| **Download error report** | Save the CSV report when the import has row-level errors. |
| **Load older imports** | Fetch earlier history rows when they are not in the first list. |
If an import is **Closed**, its history record is read-only. Start a new import
when the panel no longer offers a resume or recovery action.
## Restore a previous catalog version
Some completed imports offer **Restore previous version**. Read the warning
before confirming: restoring replaces the live catalog with the snapshot from
before that import. The panel creates a safety backup of the current catalog
first.
Use restore when you need to undo the effect of a completed import and the
available snapshot is the version you actually want. Do not use it as a way to
preview a file; use the staged review flow for that. After restoring, check the
Catalog view and recheck product images separately.
Important
Restoring changes the active catalog. Confirm the snapshot date and keep the current catalog backup available before proceeding.
## If History is empty or an import fails
An empty History view means there are no saved imports available in the current
workspace context. Confirm that you are in the correct organization before
starting another upload.
For a failed or interrupted import, open its row, read the status and error
details, and use **Resume review**, **Recover**, or **Download error report** if
available. For the full mapping and confirmation flow, see [Review and confirm
a product import](/en/resources/docs/review-and-confirm-product-import).
## What to do next
- **Prepare a new file** — Follow [Prepare your product catalog](/en/resources/docs/prepare-your-product-catalog).
- **Review the active catalog** — Return to [Products overview](/en/resources/docs/products-overview).
- **Fix media after import** — Use [Manage product images](/en/resources/docs/manage-product-images).
---
### Manage product images
URL: https://interlinked-ai.com/en/resources/docs/manage-product-images
Section: Products
Summary: Track image coverage, process external URLs, upload product media in bulk, and handle unmatched or failed files.
Last updated: 2026-08-13
## Open the Media view
Open **Products** and select the **Media** tab. The media view summarizes image coverage and lists products by image state. You can search by name or SKU and filter by **All**, **Ready**, **Missing**, **External**, **Processing**, or **Failed**.
The coverage summary distinguishes images ready in the product library, external URLs, and products without an image. The product row can also show whether the image is stored or remains external. The source label describes the current media state; it does not change the product’s catalog data.
## Process catalog image URLs
If products contain external image URLs, select **Process catalog URLs**. The panel starts processing the eligible URLs and shows a progress state. It may report that processing is unavailable; in that case, the external URLs remain active and you can retry later.
Processing does not undo saved products. A product can remain in the catalog while its image is still processing or has failed.
## Upload a folder matched by SKU
Select **Upload folder** and choose a folder containing JPEG, PNG, or WebP files up to 8 MB. The image filename should match the product SKU so the panel can match the file to the correct product.
The panel first opens a **Folder review**. Review the counts for matched, unmatched, unselected, and conflicting files. Only matched items can be uploaded from the review. Select **Upload N images** to start the transfer and follow the progress state.
If a file is unmatched, rename it to the correct SKU and start a new review. If a product is not selected for a storefront-specific media view, the panel may show it as unselected; that does not mean the product was deleted.
## Replace one image
Find a product row and select **Upload image** or **Replace image**. Choose a JPEG, PNG, or WebP file. The panel uses the product SKU to associate the replacement with that product.
Use a consistent image style and a clear product view. If the image is only for the storefront, you can also open the store-specific media view from the storefront product controls.
## Missing images do not always block publishing
The storefront flow can publish selected products while missing images use a neutral placeholder. That lets you launch a usable catalog and finish media work afterward, but complete images before relying on visual merchandising or customer-facing product browsing.
If a processing session reports **Completed with errors**, inspect the failed, unmatched, or conflict items and select **Retry failures** where available. For a product import that detected URLs or queued images, use [Review and confirm a product import](/en/resources/docs/review-and-confirm-product-import) to understand the catalog result separately from the media result.
---
## Storefront
### Online Store overview
URL: https://interlinked-ai.com/en/resources/docs/online-store-overview
Section: Storefront
Summary: Learn what the storefront includes, what customers can do there, and how it differs from a cart or checkout platform.
Last updated: 2026-08-13
## What Online Store provides
Open **Online Store** in the Operations section of the panel. The storefront turns selected products from your catalog into public product pages with a business identity, product images, and a WhatsApp action for customers to start an order conversation.
It is a catalog presentation and conversation-entry experience. The current storefront does not create a shopping cart or take payment on the public site. Customers use the WhatsApp action to continue the order or quote conversation with the business.
Keep the boundaries clear
The storefront is not a public checkout, a cart, or a replacement for your order and customer-payment workflows. It helps customers discover products and start the next conversation.
## Who can use it
The panel currently includes live Online Store publication with Starter, Pro,
and Ultra plans. A Free workspace may still be able to prepare the draft setup
and preview the experience, but the panel opens an upgrade path when live
publication requires an eligible plan. Treat the entitlement message beside
the publication action as the current source of truth.
The store can use a direct commercial WhatsApp number when a connected WhatsApp Business account is not available. Connecting WhatsApp later lets you select the connected account for order conversations, subject to the options shown in your workspace.
## What customers see
The public storefront can include:
- the business name and description;
- the selected site language;
- the business logo;
- selected products and their product information;
- available product images or a neutral placeholder; and
- a WhatsApp action that opens the configured order conversation with an initial message.
The public URL is generated by the panel. You can use its default path or connect a custom domain after adding the required DNS records.
## Draft and live versions
The storefront has its own draft and live state. Product selections, brand information, WhatsApp details, and domain settings should not be described as agent draft changes.
When a live storefront has newer product selections, the Overview tab shows **Pending catalog changes**. Select **Publish catalog live** and confirm the number of products before exposing the new selection publicly.
The site can show **Live** or **Paused / Draft**. Pausing hides the public site temporarily; it does not delete the catalog or storefront settings. Read [Preview, publish, and pause your storefront](/en/resources/docs/preview-publish-and-pause-your-storefront).
## Main setup areas
Use the first-time flow to move through **Catalog**, **Identity**, **WhatsApp**, **Products**, **Images**, and **Preview**. After the first publication, the storefront uses these tabs:
- **Overview** — live status, public URL, and draft/live product counts;
- **Products** — choose the products shown publicly;
- **Brand & WhatsApp** — update the name, language, logo, description, order number, and initial message; and
- **Domain** — connect and verify a custom domain.
Start with [Create your online store](/en/resources/docs/create-your-online-store), then review [Manage storefront products](/en/resources/docs/manage-storefront-products).
---
### Create your Online Store
URL: https://interlinked-ai.com/en/resources/docs/create-your-online-store
Section: Storefront
Summary: Follow the six-step storefront setup from catalog upload to an interactive preview and live publication.
Last updated: 2026-08-13
## Before you start
Open **Online Store** from the Operations section. You need at least one
product to create a useful storefront. The catalog can already exist in
**Products**, or you can upload it during the first step. The panel may let a
Free workspace prepare the draft, while live publication requires an eligible
paid plan.
The storefront setup is a separate product flow. Importing a catalog prepares product data; it does not publish the storefront automatically.
## 1. Catalog
The first step is **Catalog**. Select an existing catalog or upload a CSV, XLS, or XLSX file. The storefront’s upload flow explains that the file is analyzed and structured for the site, then takes you through review before continuing.
If you already have a catalog, the panel shows its product count and explains that the storefront will display only the products you select later. Select **Continue to identity** when the source is ready.
## 2. Identity
In **Identity**, set the storefront-specific:
- **Business name**;
- **Site language** — English or Spanish;
- **Custom Storefront URL slug**;
- **Website description or slogan**; and
- **Logo**.
The storefront name and description belong to the site and do not change the global business profile. The logo accepts PNG, JPEG, or WebP files up to 5 MB. The panel checks whether the URL path is available before allowing you to continue.
## 3. WhatsApp
In **WhatsApp**, choose the connected account that should receive orders, or provide a commercial WhatsApp number when the panel allows it. Add the **Default initial WhatsApp message** that should open when a customer starts an order conversation.
If WhatsApp Business is not connected, the panel explains that you can launch with a direct number and connect the account later. This affects where conversations open; it does not turn the storefront into an on-site checkout.
## 4. Products
Select the products that should appear publicly. The count shown in the step is the draft selection. You can select all by default, search, or choose products individually. A product in your catalog is not automatically public in the storefront unless it is included in this selection.
Continue only after the selected count is correct. Read [Manage storefront products](/en/resources/docs/manage-storefront-products) for later changes.
## 5. Images
Use **Product images** to assign media in bulk or individually. You can skip this step and finish images later. Missing images use a neutral placeholder and do not block publication according to the current panel behavior.
For a better customer experience, complete the selected products’ images before publishing. See [Manage product images](/en/resources/docs/manage-product-images).
## 6. Preview
The **Interactive website preview** uses the same renderer that customers will see. Choose **Mobile**, **Tablet**, or **Desktop**, then select **Refresh** if the preview needs to be prepared again.
Review the business identity, product selection, images, public language, and WhatsApp action. Select **Publish website** when the preview is correct. If the workspace is not entitled to the feature, the panel opens its upgrade path instead of publishing.
After publication, use [Preview, publish, and pause your storefront](/en/resources/docs/preview-publish-and-pause-your-storefront) for updates and [Connect a custom storefront domain](/en/resources/docs/connect-a-custom-storefront-domain) for a branded URL.
---
### Manage storefront products
URL: https://interlinked-ai.com/en/resources/docs/manage-storefront-products
Section: Storefront
Summary: Keep the full catalog as your source while selecting the smaller set of products shown publicly in the storefront.
Last updated: 2026-08-13
## Catalog products and storefront products are different lists
Your **Products** catalog remains the source of product information. The storefront has a separate selection that controls which products are public. Adding a product to the catalog does not necessarily make it visible in the storefront.
Open **Online Store** and select the **Products** tab after the first publication. During first-time setup, use the **Products** step in the progress rail.
## Change the draft selection
The product picker shows the catalog count and the number selected for the storefront. Select products individually, search for a product, or use **Select all by default** when the entire catalog should be public.
The selection shown before publication is the **Draft selection**. The Overview tab compares it with **Live products**. If the counts differ, the panel shows **Pending catalog changes** and offers **Publish catalog live**.
Review the selection after an import, product deletion, price correction, or seasonal catalog update. The storefront should not expose a product that you no longer sell or that does not have customer-ready information.
## Publish the selection
When the draft selection is ready:
1. Select **Publish catalog live**.
2. Read the confirmation showing how many products will be published.
3. Select **Confirm and publish live**.
4. Wait for **Catalog published live!**.
5. Select **View live site** to inspect the public result.
Publishing the selection updates which products are available on the public storefront. It does not change the product catalog itself and does not publish an AI agent configuration.
## Complete images separately
The Products tab can show **Complete missing images**, which opens the product media view filtered for storefront use. Use [Manage product images](/en/resources/docs/manage-product-images) to upload or replace images.
Missing images use a neutral placeholder and do not currently block publication. The selection can therefore be published before every image is ready, but complete media as soon as practical for a polished customer experience.
## Keep public and internal catalogs intentional
Use the storefront selection for public merchandising, not as a replacement for inventory management. Keep product prices, descriptions, availability, and SKUs accurate in **Products**, then decide separately which items customers should browse on the public site.
If a product appears in the live storefront after you expected it to be removed, check both the draft selection and the published selection. A draft edit is not public until you confirm **Publish catalog live**. If the product is still present after publication, refresh the live site and check whether you are viewing a custom domain or the default public URL.
For the full storefront lifecycle, read [Preview, publish, and pause your storefront](/en/resources/docs/preview-publish-and-pause-your-storefront).
---
### Manage storefront brand and WhatsApp
URL: https://interlinked-ai.com/en/resources/docs/manage-storefront-brand-and-whatsapp
Section: Storefront
Summary: Keep the public storefront identity and the WhatsApp order handoff current without changing your global business profile.
Last updated: 2026-08-13
## Open Brand & WhatsApp
Open **Online Store** after the site has been created and select the **Brand & WhatsApp** tab. During first-time setup, the same fields appear in the **Identity** and **WhatsApp** steps.
The settings belong to the storefront. They do not change the global business profile used elsewhere in the panel.
## Update the public identity
You can edit:
- **Business name** — the name shown on the site;
- **Site language** — English or Spanish;
- **Custom Storefront URL slug** — the path used by the default public URL;
- **Website description or slogan**; and
- **Logo** — PNG, JPEG, or WebP up to 5 MB.
The panel checks the slug’s availability as you edit it. Wait for **URL path available** before saving. Do not include `https://` or a path in the slug field; the panel supplies the storefront domain and path.
## Choose where orders open
The storefront does not create a cart or take payment. When a customer selects the WhatsApp action, the site opens the commercial conversation configured in this section.
Choose a **Connected account** when a WhatsApp Business account is available. Otherwise, provide the commercial WhatsApp number that should receive order conversations when the panel offers the direct-number option.
Edit the **Default initial WhatsApp message** to give the conversation useful context. Keep it short and make sure it matches the products or services the storefront actually presents.
If WhatsApp Business is not connected, the panel shows **WhatsApp Business is not connected** and explains that the site can launch with a direct number. Connection status can change independently of the storefront; review [Connect WhatsApp Business](/en/resources/docs/connect-whatsapp-business) if the account is unavailable.
## Save behavior
After the first setup, Brand & WhatsApp changes use the storefront settings’ save behavior. The panel can state **Saving and applying live** or **Changes save to draft**, depending on the screen and whether the site is already live.
Read the message beside the action before leaving the page. If the change is saved to draft, preview or publish the storefront according to [Preview, publish, and pause your storefront](/en/resources/docs/preview-publish-and-pause-your-storefront).
## Check the public result
Open the interactive preview or select **Open site** after saving. Check the business name, logo, language, public URL, product selection, and WhatsApp message. Send a test conversation only when you are ready to create a real customer-facing interaction.
For a branded hostname, continue with [Connect a custom storefront domain](/en/resources/docs/connect-a-custom-storefront-domain).
---
### Preview, publish, and pause your storefront
URL: https://interlinked-ai.com/en/resources/docs/preview-publish-and-pause-your-storefront
Section: Storefront
Summary: Keep storefront draft changes separate from the public site and control when the selected catalog is live.
Last updated: 2026-08-13
## Preview before publication
During first-time setup, use the **Preview** step. After the site exists, use the storefront’s interactive preview or open the public site from **Overview**.
The preview is labeled **Live renderer preview** and uses the same renderer that buyers see. Choose **Mobile**, **Tablet**, or **Desktop** to check responsive layouts. Select **Refresh** when the panel needs to prepare a new preview.
Check the product selection, business identity, logo, site language, image placeholders, and WhatsApp action before publishing.
## Publish the first storefront
From the first-run Preview step, select **Publish website**. The panel may open an upgrade path if the workspace does not have the required paid entitlement.
After publication, the site has a public URL and the Overview tab shows its status. Select **Open site** or **View live site** to inspect the public result.
## Publish later catalog changes
After the first publication, product selections use their own draft/live comparison:
1. Open **Online Store → Products**.
2. Change the draft selection.
3. Review the selected count and the **Pending catalog changes** message.
4. Select **Publish catalog live**.
5. Confirm with **Confirm and publish live**.
The confirmation explains how many products will be public. A successful result shows **Catalog published live!** and a link to the site.
Changing a draft selection does not remove products from the source catalog and does not change an AI agent’s draft or live configuration.
## Pause the public site
When the storefront is live, the Overview tab shows **Pause live site**. Select it, read **Pause public website?**, and confirm with **Confirm and pause site**.
Pausing hides the online store from customers at its public URL. It does not delete the catalog, product selection, brand settings, domain settings, or previous publication. You can reactivate it later with **Reactivate live site**.
If the site is paused, the status appears as **Paused / Draft** and the Overview tab offers **Reactivate live site**. Re-check the public URL and selected products after reactivation.
## If publication is blocked
Read the message shown by the panel. Common reasons include an unavailable paid entitlement, no selected products, a slug that is not available, or an update that could not be applied. Correct the named issue, refresh the workspace, and preview again.
For domain-specific problems, use [Connect a custom storefront domain](/en/resources/docs/connect-a-custom-storefront-domain). For image coverage, use [Manage product images](/en/resources/docs/manage-product-images).
---
### Connect a custom storefront domain
URL: https://interlinked-ai.com/en/resources/docs/connect-a-custom-storefront-domain
Section: Storefront
Summary: Connect a branded domain by following the exact DNS records shown in Online Store and verifying the result.
Last updated: 2026-08-13
## Add the domain in Online Store
Open **Online Store → Domain**. If no custom domain exists, select **Continue**, enter the hostname you purchased, and select **Continue** again.
Enter only the hostname, such as `shop.example.com`. Do not include `https://` or a path. The panel then shows the exact DNS records required for that hostname.
## Copy the DNS records exactly
At your domain registrar:
1. Open the domain’s DNS section.
2. Create or replace each record shown by Interlinked.
3. Copy the **Type**, **Name**, **Value**, and **TTL** exactly as displayed.
4. Save the DNS changes.
5. Return to **Online Store → Domain** and select **Verify**.
The panel provides a copy action for each value. Use the records shown for your domain rather than copying an example from another storefront.
DNS changes can take time to appear. Until the connection is verified, continue using the default public URL shown in **Overview**.
## Read the two status lines
The Domain tab reports:
- **Domain connection** — whether the hostname is connected; and
- **Security certificate** — whether the public HTTPS certificate is active.
The goal is for both values to show **active**. A connected domain without an active certificate may not yet be ready for customers.
Select **Verify** to refresh the status. If the panel lists verification errors, compare each record with the registrar and remove conflicting records only when you understand what another website or email service uses them for.
NEEDS VALIDATION
DNS propagation and certificate timing depend on the domain provider. The statuses and records displayed for your workspace are the authoritative setup instructions.
## Remove a custom domain
Select **Remove** and confirm the browser prompt if you no longer want the hostname associated with the storefront. The default public URL remains the safe fallback shown by the panel.
Removing the domain from Interlinked does not necessarily delete DNS records at your registrar. Clean up old records there only after confirming that they are no longer used by another service.
## After activation
Open the active hostname from the storefront Overview and verify the home page, product pages, images, language, and WhatsApp action. Keep the default public URL available while you validate the custom domain. For publication state, see [Preview, publish, and pause your storefront](/en/resources/docs/preview-publish-and-pause-your-storefront).
---
## Orders
### Orders overview
URL: https://interlinked-ai.com/en/resources/docs/orders-overview
Section: Orders
Summary: Learn what appears in Orders, which retail journeys create orders, and how Orders relates to Products, Payments, and customer conversations.
Last updated: 2026-08-13
## What Orders is
**Orders** is the workspace where you review product purchases created by your AI agent during customer conversations. An order is created after the customer confirms the cart and the delivery or pickup details. It can appear before payment is complete, so an order’s existence does not by itself mean that the money has been received.
Orders brings together the customer, products, total, delivery method, payment method, and current progress in one place. Use it as the operational record for product sales. Use **Service Requests** for appointments, quotes, and other service journeys.
## Which journeys create product orders
Orders supports the three retail fulfillment choices available in the agent setup:
| Retail journey | Customer receives the order by |
| --- | --- |
| **Shipping** | Delivery to the customer’s address |
| **Pickup** | Collection from a configured business location |
| **Shipping and pickup** | The customer chooses delivery or collection during the conversation |
The agent uses the product catalog to answer questions and build the cart. It then collects the information required by the selected fulfillment method, shows the final details, and asks for confirmation before creating the order.
## Where to find Orders
In the panel, open **Orders** under **Operations**. The page shows the order count when orders exist and provides the table, search, status views, column controls, and **Export CSV** action.
If Orders is not visible, the workspace may not have the corresponding operational feature available or your role may not include access. Ask a workspace owner or administrator to check the workspace setup.
## The three kinds of status to understand
An order contains several kinds of progress. They answer different questions:
| Status area | Question it answers |
| --- | --- |
| **Order status** | What broad operational state has the team assigned to the order? |
| **Payment status** | Has the expected amount been paid, is it being processed, or is it still due? |
| **Fulfillment status** | Is the order unfulfilled, being prepared, ready, shipped, delivered, or completed? |
The table makes the order status and payment summary easy to scan. Open an order to see the separate payment and fulfillment details. Do not mark an order as paid only because a customer sent a receipt; confirm transfer payments in your bank account first.
## What the agent does during checkout
The agent can:
- Find products from the catalog and clarify which item or quantity the customer wants.
- Add, remove, clear, and summarize items in the customer’s cart.
- Collect a complete shipping address and confirmation email for delivery orders.
- Offer configured pickup locations for pickup orders.
- Present the configured payment option and wait for the required payment step.
- Create the order only after the customer confirms the final cart and fulfillment details.
- Ask for a transfer receipt when bank transfer is selected and leave the payment pending review.
The agent does not replace your team’s responsibility to verify a transfer or complete fulfillment. See [Payment verification and security](/en/resources/docs/payment-verification-and-security).
## Related areas
- [Products overview](/en/resources/docs/products-overview) — prepare the catalog the agent uses for product conversations.
- [Customer payments overview](/en/resources/docs/customer-payments-overview) — configure card and bank-transfer options for customer purchases.
- [View and manage orders](/en/resources/docs/view-and-manage-orders) — search, inspect, export, and update orders.
- [Configure Orders behavior](/en/resources/docs/configure-orders-behavior) — review shipping, pickup, location, and payment settings.
---
### View and manage orders
URL: https://interlinked-ai.com/en/resources/docs/view-and-manage-orders
Section: Orders
Summary: Learn how to use the Orders table, status views, column controls, order details, CSV export, and loading or empty states.
Last updated: 2026-08-13
## Open the Orders workspace
1. In the panel, open **Orders** under **Operations**.
2. Use the order views to focus on **All**, **Paid**, **Pending**, **Shipped**, or **Cancelled** orders.
3. Use the search field to search by customer or order ID.
The table loads more results as you move through the list. When several pages of results exist, the footer also provides **Previous** and **Next** controls.
## Understand the table
The default view includes these columns:
| Column | What it shows |
| --- | --- |
| **ID** | The order identifier |
| **Customer** | Customer name and the conversation channel when available |
| **Items** | A compact summary of the products and quantities |
| **Status** | The broad order status |
| **Payment** | Payment method and payment summary |
| **Fulfillment** | Shipping or pickup and the related address or location |
| **Shipping** | Shipping amount, or a free-shipping label when no shipping charge applies |
| **Total** | Order total and currency |
| **Date** | Order creation date |
The channel icon beside a customer helps you identify whether the conversation came from Instagram, Facebook, or WhatsApp. This identifies the conversation source; it does not merge customer identities across channels.
## Customize the visible columns
Select **Properties** and use **Show columns** to hide or show table columns. Select **Reset view** to return to the default columns and clear the table view settings.
## Open order details
Select an order row to open its details. The details view includes:
- Products, quantities, unit prices, subtotal, shipping, and total.
- Payment method, payment status, amount paid, and amount still due when available.
- Fulfillment status.
- Customer name and phone number when available.
- Shipping address or pickup location.
When an address can be mapped, select it to open the location in Google Maps. Check the address before sending an order to fulfillment.
## Update the order status
You can change the broad order status from the status control in the table or from the order details view. The available choices include:
| Status | Use it when |
| --- | --- |
| **Pending** | The order still needs a payment or operational follow-up. |
| **Partially paid** | A deposit or partial amount has been received. |
| **Paid** | The full amount has been verified as received. |
| **Shipped** | The package has been handed over for delivery. |
| **Cancelled** | The order will not be fulfilled. |
The payment and fulfillment status areas provide more specific information than this broad status. For example, an order can show payment processing while its fulfillment is still unfulfilled.
If the status control is unavailable, your workspace role may be read-only. Ask an owner or administrator to update the order.
Verify payments first
A receipt or customer message is not the same as a confirmed deposit. For bank transfers, verify the amount in your bank account before marking an order paid or preparing it for delivery or pickup.
## Export orders
Select **Export CSV** at the top of the page or in the table controls. The export follows the order status and date sorting choices currently applied to the view. Use the file for team handoff, operational reporting, or reconciliation.
## Loading, empty, and error states
- **Loading orders…** means the table is retrieving the current list.
- **No orders found** means no orders match the current view or search, or the workspace has not received an order yet.
- **Retry** appears when the list could not be loaded. Select it after checking that your session and workspace access are still active.
## What to do next
- [Orders overview](/en/resources/docs/orders-overview)
- [How the AI places Shipping orders](/en/resources/docs/how-ai-places-shipping-orders)
- [Payment verification and security](/en/resources/docs/payment-verification-and-security)
---
### How the AI places Shipping orders
URL: https://interlinked-ai.com/en/resources/docs/how-ai-places-shipping-orders
Section: Orders
Summary: A user-facing walkthrough of the Shipping journey in Interlinked, including required delivery information and payment review.
Last updated: 2026-08-13
## When this journey is available
The Shipping journey is available when the agent uses the **Shipping** or **Shipping and pickup** retail workflow. The customer completes the journey in the connected conversation channel.
## The customer journey
### 1. Find products
The customer asks about a product. The agent searches the active catalog, answers questions using the product information available to it, and asks a clarifying question when several products match.
### 2. Build and review the cart
The customer can add products, remove them, change quantities, or ask to see the cart. Before checkout, the agent presents the items and the current total. The customer can still change the cart before confirming.
### 3. Confirm delivery
The agent collects and confirms:
- Street and external number.
- Neighborhood.
- City and state.
- Postal code.
- Email for the order confirmation.
The agent reads the details back to the customer and does not create the order until the customer confirms that they are correct.
### 4. Apply shipping rules
The shipping amount follows the rules configured for the workflow. Depending on the configuration, the customer may see a flat shipping amount, a free-shipping threshold, or shipping calculated at checkout.
### 5. Choose and complete payment
The customer sees the payment option configured for the business. Card payments can open a secure payment page when card payments are ready. Bank transfer payments use the bank details configured for the workspace and require the customer to send a receipt for review.
The exact payment options depend on the configuration in [Customer payments](/en/resources/docs/customer-payments-overview).
### 6. Create the order
After the customer confirms the final cart and delivery details, Interlinked creates the order and shows the customer the next payment or follow-up step. A new order may initially be pending while payment is completed or reviewed.
### 7. Continue the operational follow-up
The order appears in **Operations → Orders**. The team can review the order, confirm payment, update the broad order status, and track fulfillment separately. See [View and manage orders](/en/resources/docs/view-and-manage-orders).
## What the agent should not promise
- It should not claim that a bank transfer is confirmed only because a receipt was uploaded.
- It should not promise a delivery date unless your business has provided that information.
- It should not create an order without a customer-confirmed cart and delivery details.
Before shipping
Verify the payment in your bank account when the customer used bank transfer. Then update the order and follow your normal fulfillment process.
## What to configure first
- A retail workflow that includes Shipping.
- An active product catalog with accurate names and prices.
- Customer payment options in [Customer payments](/en/resources/docs/customer-payments-overview).
- Shipping rules and business information in the agent setup.
---
### How the AI places Pickup orders
URL: https://interlinked-ai.com/en/resources/docs/how-ai-places-pickup-orders
Section: Orders
Summary: A user-facing walkthrough of the Pickup journey in Interlinked, including locations, preparation time, payment review, and order follow-up.
Last updated: 2026-08-13
## When this journey is available
The Pickup journey is available when the agent uses the **Pickup** or **Shipping and pickup** retail workflow. Pickup requires at least one business location with a valid address.
## The customer journey
### 1. Find products and build the cart
The agent searches the active product catalog, answers product questions, and helps the customer add, remove, or change items. The customer can review the cart before continuing.
### 2. Choose a pickup location
The agent presents the configured pickup locations. The customer selects one and confirms the location. The order details show the selected location so the team knows where it should be prepared.
### 3. Share preparation information
When preparation time is configured, the agent can explain approximately when the order should be ready. If the calculated time falls outside the location’s business hours, pickup moves to the next opening. If preparation time is missing, the agent should avoid promising a pickup time.
### 4. Choose and complete payment
The customer sees the payment options configured for the business. Depending on the setup, they may pay by card or bank transfer. A transfer receipt is evidence for review, not independent confirmation that the deposit arrived.
If the business requires an advance payment for pickup, the customer must complete the configured payment step before the team treats the order as ready for preparation.
### 5. Confirm and create the order
The agent reviews the cart, selected location, and payment step with the customer. After confirmation, the order is created and appears in **Operations → Orders**.
### 6. Prepare and complete pickup
The team verifies payment when necessary, prepares the items, and updates the order’s operational and fulfillment status. The customer should receive the pickup instructions supported by the business, including the location and expected readiness.
## Location requirements
Configure each pickup location with:
- A recognizable name.
- A complete address.
- Business hours.
- An optional phone number and map link.
Use the agent setup’s **Locations** step to add or edit locations. See [Configure Orders behavior](/en/resources/docs/configure-orders-behavior).
Verify payment before preparation
For bank transfers, check the deposit in your bank account before preparing or releasing the order. A customer-submitted receipt remains under review until your team confirms the payment.
---
### How the AI handles Shipping and pickup orders
URL: https://interlinked-ai.com/en/resources/docs/how-ai-places-shipping-and-pickup-orders
Section: Orders
Summary: See the shared shopping flow, the fulfillment choice, and the different information collected for Shipping and pickup.
Last updated: 2026-08-13
## How the combined journey works
The **Shipping and pickup** workflow gives the customer one product-shopping experience and lets them choose the fulfillment method at checkout. The agent does not collect a delivery address when the customer chooses pickup, and it does not ask for a pickup location when the customer chooses shipping.
## The shared shopping steps
Before the fulfillment choice, the agent:
1. Searches the active product catalog.
2. Answers product questions and clarifies matches.
3. Adds, removes, and changes cart items as requested.
4. Shows the final cart and total for customer confirmation.
## When the paths split
### If the customer chooses Shipping
The agent collects and confirms the street, external number, neighborhood, city, state, postal code, and confirmation email. It applies the configured shipping rule and continues with the selected payment method.
See [How the AI places Shipping orders](/en/resources/docs/how-ai-places-shipping-orders).
### If the customer chooses pickup
The agent presents the configured locations, collects the customer’s selected location, and shares preparation information when available. It continues with the selected payment method and does not collect a delivery address.
See [How the AI places Pickup orders](/en/resources/docs/how-ai-places-pickup-orders).
## Customers can change their choice before confirmation
If the customer changes from shipping to pickup, or from pickup to shipping, before the order is confirmed, the agent can follow the new path and collect the information required for that choice. The order is not created until the final fulfillment details are confirmed.
## Configure both paths
Before activating this workflow, review:
- Shipping rules, including the shipping amount or free-shipping threshold.
- At least one pickup location with an address and business hours.
- Pickup preparation time.
- Customer payment methods.
- Product catalog names, prices, and availability.
The settings live across the agent setup, **Products**, **Payments**, and **Services/Operations** areas. See [Configure Orders behavior](/en/resources/docs/configure-orders-behavior).
---
### Configure Orders behavior
URL: https://interlinked-ai.com/en/resources/docs/configure-orders-behavior
Section: Orders
Summary: A practical guide to the settings that shape retail order conversations and the information your team needs to fulfill them.
Last updated: 2026-08-13
## Where Order settings live
Order behavior is configured from the agent’s setup and from the workspace areas that own the related information:
1. Open **My Agents** under **AI & Automation**.
2. Select the agent that handles product conversations.
3. Open **Guided configuration** or the relevant settings area.
4. Review the workflow, operations, locations, and payment steps.
5. Save the draft, review pending changes, and publish when you are ready.
Product catalog imports and storefront publishing have their own review and publish flows. Changing an agent does not automatically publish a catalog or storefront draft.
## Choose the retail fulfillment model
In the workflow setup, select one of these options:
- **Shipping** — customers receive products at their address.
- **Pickup** — customers collect products from a business location.
- **Both** — customers choose shipping or pickup during checkout.
The choice controls which questions the agent asks and which fulfillment information it requires.
## Configure shipping
For a workflow that includes Shipping, review:
- The shipping amount or rule.
- The amount at which shipping becomes free, when you offer a threshold.
- The currency shown to customers.
The agent uses these settings when explaining the cart total and shipping cost. Confirm the values before publishing because they affect customer-facing totals.
## Configure pickup
For a workflow that includes Pickup, configure:
- At least one location with a name and complete address.
- Business hours for each location.
- Preparation time and its unit.
- Whether an advance payment is required for pickup, when that option is shown in the setup.
If a location is closed when the estimated preparation ends, the customer-facing pickup estimate moves to the next opening. If preparation time is not configured, the agent should not promise a ready time.
## Configure payment options
Customer payment choices are managed separately from the Orders page. Open **Payments** under **Operations** or follow the payment step in the agent setup to choose the methods the agent may offer.
- **Card with Stripe** provides a secure card payment page when the connection is ready.
- **Bank transfer** shares the configured account details and asks the customer to send a receipt for review.
At least one ready customer payment method is required for payment-dependent journeys. See [Customer payments overview](/en/resources/docs/customer-payments-overview).
## Understand draft and live behavior
Changes to an existing agent are saved as a draft. The live agent continues using its current configuration until you review and publish the draft. Publishing does not automatically activate a paused agent.
Use this sequence for a safe update:
1. Make the configuration change.
2. Review **Unpublished changes**.
3. Select **Review & Publish**.
4. Check the readiness summary.
5. Activate the agent only when the intended channel, catalog, locations, and payment steps are ready.
## Configuration checklist
- The selected retail workflow matches the fulfillment methods you actually offer.
- Product names and prices are current in **Products**.
- Shipping rules match the amounts your team will honor.
- Pickup locations have current addresses and hours.
- Preparation time is realistic.
- At least one customer payment method is ready.
- The agent’s channel assignment and readiness summary are complete.
---
### Payment verification and security
URL: https://interlinked-ai.com/en/resources/docs/payment-verification-and-security
Section: Orders
Summary: Understand the difference between a customer-submitted receipt, a confirmed payment, and an order ready for fulfillment.
Last updated: 2026-08-13
## Payment status is not fulfillment status
An order can be created before payment is complete and before anything is prepared or shipped. Review these areas separately:
- **Payment status** tells you whether money is unpaid, processing, partially paid, paid, failed, refunded, or otherwise needs review.
- **Fulfillment status** tells you whether the order is unfulfilled, being prepared, ready, shipped, delivered, or completed.
- **Order status** is the broad operational status your team can update from the Orders workspace.
Do not release an order based on the broad order status alone. Check the payment details and your own payment records.
## Card payments
When card payments are enabled and ready, the agent can send the customer a secure card payment page. The payment status can remain processing while the payment provider confirms the transaction. Follow the status shown in Orders before preparing or shipping the order.
If card payment is unavailable, the business may offer bank transfer when that method is configured as a fallback. See [Configure customer payment methods](/en/resources/docs/configure-customer-payment-methods).
## Bank-transfer receipts
The bank-transfer flow is:
1. The agent shares the account details configured for the business.
2. The customer completes the transfer in their banking app.
3. The customer sends a receipt or payment document in the conversation.
4. Interlinked attaches the receipt to the order and leaves it available for review.
5. Your team checks the actual incoming transaction in the bank account.
6. After confirmation, your team updates the order and proceeds with fulfillment.
A receipt shows what the customer submitted. It is not independent confirmation that the funds arrived.
Always verify the deposit
Check the amount, currency, date, and reference in your bank account before marking a transfer as paid or releasing the order for delivery or pickup.
## If the payment does not appear
1. Check whether the transfer is still processing with the bank.
2. Compare the amount and currency with the order details.
3. Ask the customer for clarification through the original conversation.
4. Keep the order pending until the payment is confirmed.
5. Cancel the order if your business decides that the payment will not be completed.
Do not ask the customer to send the same receipt repeatedly when the receipt is already attached and under review.
## Practical safeguards
- Keep bank-account details accurate and current.
- Limit access to payment records to the team members who need it.
- Verify transfer payments outside the conversation before fulfillment.
- Keep payment and fulfillment status aligned with what actually happened.
- Do not promise delivery or pickup readiness while payment is unresolved.
## Validation note
The exact payment status wording can vary by payment method and provider response. Use the status and amount shown in the current Orders details view as the operational source of truth. Provider-specific behavior should be confirmed in your workspace before publishing a customer-facing screenshot or procedure.
---
## Services
### Services overview
URL: https://interlinked-ai.com/en/resources/docs/services-overview
Section: Services
Summary: Use the Services catalog to define what customers can book, buy, quote, or discuss with your team.
Last updated: 2026-08-13
## What the Services catalog is for
Open **Services** in the Operations section of the panel. Services is the catalog for what your team offers when a customer needs an appointment, a quote, a direct purchase, or a conversation with a person.
The catalog is separate from product orders. A service can use scheduling, intake questions, a price, a deposit, payment methods, a customer address, manual confirmation, or a handoff depending on how you configure its journey.
## Read the Services page
The page includes:
- **All**, **Active**, and **Drafts** views;
- search, filter, sort, refresh, and More options controls;
- a **New service** action;
- a table with Service, Status, Journey, Price, AI, and Requests information; and
- a **View requests** action that opens Service Requests.
Service statuses can include **Active**, **Draft**, **Inactive**, **Archived**, or **Review**. An active service is visible to the configured agent only when the rest of its journey is ready.
## What a service can accomplish
When you create or edit a service, choose the outcome that matches the customer’s intended result:
| Outcome | Customer journey |
| --- | --- |
| **Book an appointment** | The customer chooses an available time and configured attendance option. |
| **Request a quote** | The agent collects the required information and your team or configured pricing rule prepares the quote. |
| **Buy directly** | The customer confirms a known service and supported payment method. |
| **Talk to your team** | The agent gathers context and hands the request to an authorized teammate. |
The outcome controls which pricing, calendar, payment, and question fields appear in the setup wizard.
## Keep service catalog and service requests distinct
Services describes what you offer. **Service Requests** shows customer conversations and requests created from those service journeys. Editing a service does not delete existing requests. Read [Service Requests overview](/en/resources/docs/service-requests-overview) for the operational queue.
## Prepare the dependencies
Before activating an appointment service, connect Google Calendar and select a calendar or resource. For in-person appointments, add a location with an address and business hours. If a service collects payment, configure an eligible method in [Customer payments](/en/resources/docs/customer-payments-overview).
For the complete setup, continue with [Create and configure a service](/en/resources/docs/create-and-configure-a-service), then [Review service readiness and activation](/en/resources/docs/service-readiness-and-activation).
---
### Create and configure a service
URL: https://interlinked-ai.com/en/resources/docs/create-and-configure-a-service
Section: Services
Summary: Configure a service journey with the exact customer outcome, price, calendar, intake, and handoff rules it needs.
Last updated: 2026-08-13
## Open the service wizard
Open **Services** and select **New service**, or open an existing service to edit it. The wizard has seven steps:
1. **Outcome**
2. **Price and payment**
3. **How it works**
4. **Questions**
5. **Details**
6. **Image**
7. **Review**
The wizard saves changes when you finish. You can select **Save draft** or **Save and activate** from the review step.
## 1. Choose the outcome
Answer **What should the customer accomplish?** with one of these options:
- **Book an appointment**;
- **Request a quote**;
- **Buy directly**; or
- **Talk to your team**.
The choice adapts the following steps. A quote can use a human quote, a calculation that needs approval, or an automatic quote when the panel allows it. A direct purchase requires a known fixed price.
## 2. Set price and payment
Choose a pricing model such as **Fixed price**, **Starting at**, **Range**, **Human quote**, **Free**, or **Private price**. Select the currency and enter only the fields shown for that model.
For a fixed-price appointment, you can turn on **Collect payment before confirming**. Choose full payment or **Collect a deposit only**, then select the accepted **Card** or **Bank transfer** methods shown. A variable or quote-based appointment is booked without upfront payment in the current flow.
Direct purchase services require a fixed price and at least one available payment method. Final availability also depends on the payment methods connected to the workspace.
## 3. Define how it works
For appointments, set the duration and any preparation or after buffer. Choose one or more attendance options: **In person**, **Google Meet**, **Phone**, or **External video**. An external video option requires an HTTPS video-call URL.
Select **Calendars and resources** so availability is checked against the correct calendar. For in-person appointments, select an **In-person location** with an address and business hours.
You can also turn on **Manual confirmation** or **Ask for customer address**. Manual confirmation leaves the booking pending until your team approves it.
For quote, purchase, or handoff outcomes, the panel explains how the agent will collect information or pass the request to your team.
## 4. Add questions
Add only the questions required to qualify, quote, or book the service. For each question, enter the customer-facing question, mark it **Required** when necessary, choose its type, and add comma-separated options for selection fields.
Use a clear **AI key** and optional hint when the panel provides those fields. Keep questions in customer language and order them from essential identity or eligibility information to secondary details.
## 5–6. Add details and an image
In **Details**, enter the service name, short description, full description, category, tags, and whether it is **Available to AI**. Clear descriptions help the agent recommend the correct service without guessing.
The **Image** step is optional. Add a representative PNG, JPEG, or WebP cover image when the service will appear in a catalog or public page.
## 7. Review and save
Review the service outcome, price, payment, calendar, questions, details, and image. Select **Save draft** if more setup is needed. Select **Save and activate** only when the readiness checks are complete. Continue with [Service readiness and activation](/en/resources/docs/service-readiness-and-activation).
---
### Review service readiness and activation
URL: https://interlinked-ai.com/en/resources/docs/service-readiness-and-activation
Section: Services
Summary: Fix the exact missing service requirement, save a draft safely, and activate a service only when its customer journey is complete.
Last updated: 2026-08-13
## Read the service readiness notice
The **Services** page checks whether each service is ready for the agent. If a service needs work, the page shows a notice such as **N services need configuration**. The AI column identifies the missing requirement.
Open a service to start the wizard at its first missing step. The wizard marks completed steps and shows the remaining issue in the relevant step.
## Common requirements
The required checks depend on the service outcome. Common examples include:
- a service name and usable customer description;
- a valid price for the selected pricing model;
- a fixed price when the service collects payment before booking;
- at least one accepted payment method for a paid journey;
- a connected calendar and selected calendar or resource for appointments;
- a location with address and business hours for in-person appointments;
- a valid attendance mode and video URL when external video is selected;
- required intake questions and answers configured correctly; and
- an approved quote rule when the service uses a calculated quote.
The panel can offer **Open payments** or **Open integrations** for a missing dependency. Follow that action and return to the service wizard afterward.
## Save without activating
Select **Save draft** when a dependency is not ready. The service remains in the catalog without being available for the active customer journey. The panel confirms that changes were saved and can state that requirements are still missing.
Saving a draft does not delete existing service requests. It also does not change the live agent until the service and any dependent agent configuration are ready for the customer journey.
## Activate the service
Select **Save and activate** from the Review step after resolving the issues. The panel recalculates readiness and reports whether the service is ready for the agent.
If activation is blocked, read the exact issue instead of turning on unrelated settings. For example, an appointment without a connected calendar should remain a draft until [Google Calendar](/en/resources/docs/google-calendar-connection) is connected and a resource is available. An in-person appointment without a schedulable location should remain a draft until the location has an address and hours.
## Check the agent separately
Service readiness does not replace agent readiness. The service can be complete while the agent still needs a customer channel, a published configuration, or activation. Review [Agent readiness](/en/resources/docs/review-agent-readiness) and [Publish and activate an agent](/en/resources/docs/publish-and-activate-an-agent) before promising that customers can use the service.
## If a service needs review later
Return to **Services**, use the **Review** filter or the AI readiness notice, and open the affected row. Resolve the first missing step, save, and check the confirmation. Existing customer requests remain available in [Service Requests](/en/resources/docs/service-requests-overview).
---
### Manage Service Requests
URL: https://interlinked-ai.com/en/resources/docs/service-requests-overview
Section: Services
Summary: Use the Service Requests queue to move customer requests from qualification through quote, booking, payment review, handoff, and resolution.
Last updated: 2026-08-13
## What Service Requests is for
Open **Service Requests** from the Operations section when you need to follow a
customer request after an agent has collected information, qualified the
request, or reached a service journey outcome.
The queue is operational. It is different from **Services**, which is the
catalog of what your team offers, and from **CRM**, which contains the complete
customer and conversation history.
## Find the request you need
The page provides tabs for the main operational groups:
- **All** — every request available in the current workspace;
- **Qualifying** — requests still gathering or confirming information;
- **Quotes** — requests with quote activity;
- **Booked** — requests that reached an appointment or booking step; and
- **Closed** — requests that have been resolved or ended.
Use the search field to find a lead or service. You can also filter by customer
platform, such as WhatsApp, Instagram, Messenger, Web, or Manual, and by the
request status. Select a row to open its detail drawer. Use **Refresh** when a
customer, teammate, or payment action may have changed the result.
The request status describes the current journey step. Depending on the
request, the panel can show **New**, **Qualifying**, **Ready to quote**,
**Quote sent**, **Appointment pending**, **Appointment booked**, **Payment
pending**, **Payment submitted**, **Handoff requested**, **Closed**, or
**Cancelled**.
## Read the request details
The detail drawer separates the information you need to make a decision:
### Details
Review the AI qualification summary, intake answers, requested date or time,
selected service, customer platform, and the last update. Select **Open in
CRM** when you need the complete conversation, customer profile, labels, or
internal notes.
### Quote
If the service requires a quote, enter the **Price**, **Currency**, expiry date,
and quote notes, then select **Save quote**. The panel shows the latest quote
status after it is saved. An owner or admin can select **Approve and issue**;
the panel then provides the customer-facing secure link when the quote is
issued.
Use the expiry date to make the customer’s decision window clear. A quote is
not the same as a booked appointment or a completed payment. Check the status
shown by the request after the customer responds.
### Manage
The Manage tab contains operational actions that may require owner or admin
access:
- Review a bank-transfer receipt that is under review;
- **Approve payment** or **Reject** the submitted receipt;
- Assign or unassign the request to a team member;
- Add an optional reason or note for the decision; and
- **Close request** or **Cancel request** when the journey has ended.
Approving a transfer receipt confirms the payment evidence for the request. It
does not by itself mark the service as fulfilled. Keep fulfillment and the
customer follow-up aligned with your team’s process.
Permission note
Quote issuance, payment-review decisions, and some management actions are limited to the owner or an admin. The panel is the source of truth for the actions available to your role.
## Keep the service journey accurate
If requests arrive with missing information, an unexpected status, or no usable
quote path, inspect the service in **Services**. Its readiness panel may
identify a missing price rule, payment method, intake question, calendar, or
location. Fix the service configuration, then review new requests against the
updated journey.
For appointment availability, see [Calendar and scheduling](/en/resources/docs/calendar-and-scheduling-overview).
For customer collection methods, see [Customer payments](/en/resources/docs/customer-payments-overview).
For the full conversation and handoff context, use [CRM](/en/resources/docs/crm-overview).
## What each result means
Treat the visible request status as the next operational decision, not as a
promise that the customer journey is complete:
- **Payment submitted** means evidence is waiting for the required review;
- **Appointment pending** means the time still needs confirmation or booking;
- **Handoff requested** means a teammate needs to take the next action; and
- **Closed** or **Cancelled** means the request is no longer active in the
queue, but the CRM conversation remains the place to review its history.
If a status or action is unavailable, follow the explanation shown by the
panel. Provider availability, payment evidence, and workspace permissions can
change what the current request supports.
---
## Calendar and scheduling
### Calendar overview
URL: https://interlinked-ai.com/en/resources/docs/calendar-and-scheduling-overview
Section: Calendar and scheduling
Summary: Use Calendar to review appointments and availability; configure the schedule and exceptions that an appointment-capable agent follows.
Last updated: 2026-08-13
## What Calendar is for
Open **Calendar** in the Operations section to review appointments, availability, business hours, and booking exceptions. Appointments created through supported customer journeys appear here alongside the information your team needs to follow up.
The Calendar toolbar currently includes:
- **Month**, **Week**, and **Day** views;
- **Today** and previous/next navigation;
- **Business Hours** and **Full Day** display modes;
- **Refresh calendar**;
- **Configure Business Hours**; and
- **Exceptions**.
## When Calendar can book
Calendar tools are used by appointment-capable service workflows such as **Qualify & Schedule**, **Qualify, Pay & Schedule**, **Free Appointment**, and **Paid Appointment**. A service workflow can also offer quotes, direct purchases, or human conversations without using appointment booking.
Before an agent can offer times, the relevant service, calendar connection, business hours, and any required payment or qualification settings must be ready. The agent readiness card is the best place to see which dependency is missing.
## How availability is determined
The agent considers:
1. your regular business hours;
2. date or time exceptions;
3. existing events in the connected Google Calendar; and
4. the service’s duration, attendance method, location, or other requirements.
Only times that pass the relevant checks should be offered. Read [How AI booking works](/en/resources/docs/how-ai-booking-works) for the customer conversation and [Google Calendar connection](/en/resources/docs/google-calendar-connection) for the connection itself.
## Calendar and the service catalog
The **Services** area describes what customers can book, request, buy, or discuss. Calendar describes when an appointment can happen. Keep the service’s duration, attendance method, location, payment choice, and calendar dependency consistent with the schedule.
Read [Create and configure a service](/en/resources/docs/create-and-configure-a-service) before expecting a new service to appear as a reliable booking option.
## Related calendar screens
Select **Exceptions** from the Calendar toolbar to manage single-day, date-range, or recurring blocks. Select a scheduled appointment to open its details and, when available, the linked CRM conversation or Google Calendar event.
Private events appear as **Busy** without private titles or notes. This is expected; read [Privacy and busy events](/en/resources/docs/privacy-and-busy-events).
---
### Calendar views and navigation
URL: https://interlinked-ai.com/en/resources/docs/calendar-views-and-navigation
Section: Calendar and scheduling
Summary: A guide to switching between calendar views, navigating dates, and understanding the header display and refresh behavior.
Last updated: 2026-04-20
## Available views
The Calendar supports three views that let you see your appointments at different levels of detail:
| View | Best for | What it shows |
|------|----------|---------------|
| **Month** | Getting a broad overview of your appointment schedule | All appointments and blocked days across the entire month in a traditional calendar grid |
| **Week** | Planning your upcoming week and spotting gaps | Appointments displayed in a seven-day column layout with time slots |
| **Day** | Reviewing a single day's appointments in detail | A detailed timeline showing every appointment and available slot for one specific day |
You can switch between views using the view selector at the top of the calendar. The calendar remembers your selected view as you navigate between dates.
## Navigation controls
At the top left of the calendar, you will find navigation controls that let you move through dates:
- **Back arrow** — Move to the previous month, week, or day depending on your current view.
- **Forward arrow** — Move to the next month, week, or day.
- **Today button** — Jump back to the current date immediately, regardless of how far you have navigated.
These controls work consistently across all three views. For example, in month view the back arrow takes you to the previous month, while in day view it takes you to the previous day.
## Header display by view
The date display at the top of the calendar changes depending on which view is selected. This helps you understand exactly what time period you are looking at.
### Month view header
In month view, the header shows the **month and year**.
Example:
> **March 2026**
### Week view header
In week view, the header shows the **month abbreviation and date range** for the visible week.
Example:
> **Mar 15–21**
If the week spans two months, both month abbreviations appear:
> **Mar 29 – Apr 4**
### Day view header
In day view, the header shows the **full specific date** including the day of the week.
Example:
> **Thursday, March 19, 2026**
Tip
Use the day view header to quickly confirm the exact date you are reviewing. The full date format including the day of the week helps prevent scheduling confusion.
## Refresh behavior
### Manual refresh
To the right of the navigation area, there is a **refresh button** with a circular two-arrow icon. Click it to manually reload the calendar and see any newly booked appointments.
This is useful when you know an appointment was just booked through a conversation and want to see it immediately.
### Auto-refresh
The calendar also refreshes automatically **every 60 seconds**, so in most cases you do not need to manually refresh. New appointments appear on their own within a minute of being booked.
Note
If you are actively watching the calendar while a customer is booking through a conversation, you can click the refresh button to see the appointment appear instantly rather than waiting for the 60-second auto-refresh cycle.
## Settings and exceptions buttons
The calendar toolbar includes two additional controls:
- **Exceptions button** — Opens the [booking exceptions page](/en/resources/docs/exceptions-overview) where you can block dates and time ranges.
- **Gear icon** — Opens the [business hours settings](/en/resources/docs/business-hours-settings) where you can configure your available days and times.
Both of these controls are accessible from the top area of the calendar screen, giving you quick access to availability management without leaving the calendar.
## What to do next
- **Understand display modes** — Learn the difference between Business hours and Full day modes. See [Business hours vs Full day](/en/resources/docs/business-hours-and-full-day).
- **Configure your availability** — Set up the days and times when appointments can be booked. See [Business hours settings](/en/resources/docs/business-hours-settings).
- **Return to overview** — Go back to [Calendar overview](/en/resources/docs/calendar-and-scheduling-overview) for the full picture.
---
### Business hours vs Full day
URL: https://interlinked-ai.com/en/resources/docs/business-hours-and-full-day
Section: Calendar and scheduling
Summary: Learn how the Business hours and Full day selector changes what you see on the calendar, including privacy behavior for synced personal events.
Last updated: 2026-04-20
## Purpose of the display selector
At the top right of the calendar, there is a selector with two display modes:
- **Business hours**
- **Full day**
This selector changes what appointments and time ranges are visible on the calendar. It does not change which appointments exist — it only filters what you see. Both modes are available in month, week, and day views.
## Business hours mode
When **Business hours** is selected, the calendar only shows appointments that fall inside your configured business hours window.
### What this means in practice
If your business hours are set to **9:00 AM to 5:00 PM**, the calendar will only display:
- Appointments scheduled between 9:00 AM and 5:00 PM
- Time slots within that range
- Blocked periods that affect those hours
Appointments that exist outside your business hours — for example, a booking at 7:00 PM — will not be visible in this mode, even though they still exist in your Google Calendar.
### When to use it
Business hours mode is ideal for your daily working view. It removes the visual noise of off-hours time slots and helps you focus on the appointments that matter during your working day. If your business operates on a predictable schedule, this mode gives you the clearest picture of your availability and bookings.
Tip
If you notice that an appointment seems to be missing from the calendar, switch to Full day mode. The appointment may have been booked outside your configured business hours and is simply hidden by the filter.
## Full day mode
When **Full day** is selected, the calendar shows appointments across the entire 24-hour day, regardless of your business hours configuration.
### What this means in practice
In Full day mode, you can see:
- All appointments, including those outside business hours
- Synced Google Calendar events from any time of day
- A complete picture of your entire day's schedule
### When to use it
Full day mode is useful when you want a comprehensive view of everything on your schedule — not just work appointments. It is also helpful when troubleshooting missing appointments or understanding conflicts between personal events and business bookings.
## Privacy behavior for personal Google Calendar events
When Full day mode is active, you may see events from your personal Google Calendar that fall outside your working hours — birthdays, personal appointments, errands, or other private events.
Interlinked protects your privacy by **never revealing the details** of these personal events. Instead, they appear on the calendar as:
> **Busy**
No private title, personal notes, or event details are shown. Other users who have access to your Interlinked Calendar — such as employees or team members — will only see that the time is blocked, not why.
This is especially important when:
- A business owner connects a personal Google Calendar account
- Employees have access to the shared business calendar in Interlinked
- The calendar contains both professional meetings and personal events
See [Privacy and busy events](/en/resources/docs/privacy-and-busy-events) for a detailed explanation of how privacy works with synced calendar events.
Important
Private Google Calendar events are always displayed as "Busy" regardless of the display mode. Even in Business hours mode, if a personal event falls within your configured hours, it will appear as Busy — never with its real title or details.
## How the selector interacts with views
The Business hours / Full day selector works consistently across all three calendar views:
| View | Business hours mode | Full day mode |
|------|-------------------|---------------|
| **Month** | Shows appointment counts and blocked indicators only for business hours | Shows all appointments and events across the full day |
| **Week** | Columns display only the business hours time range | Columns display the full 24-hour range |
| **Day** | Timeline shows only the business hours window | Timeline shows the complete day from midnight to midnight |
The selector state is preserved as you switch between views, so you do not need to re-select your preferred mode each time you change the view.
## What to do next
- **Configure your business hours** — Define when your business is open to receive appointments. See [Business hours settings](/en/resources/docs/business-hours-settings).
- **Understand privacy behavior** — Learn more about how private events are handled. See [Privacy and busy events](/en/resources/docs/privacy-and-busy-events).
- **Explore calendar views** — Go back to [Calendar views and navigation](/en/resources/docs/calendar-views-and-navigation) to learn about month, week, and day views.
---
### Business hours settings
URL: https://interlinked-ai.com/en/resources/docs/business-hours-settings
Section: Calendar and scheduling
Summary: Configure open days, closed days, split schedules, and shared time ranges from Calendar.
Last updated: 2026-08-13
## What business hours control
Business hours define the recurring weekly windows that an appointment-capable agent can offer. They also control the **Business Hours** display mode in Calendar. Date-specific exceptions and existing Google Calendar events still apply on top of the weekly schedule.
## Open the settings
1. Open **Calendar** in Operations.
2. Select **Configure Business Hours** from the toolbar or its More menu.
3. Turn each day on or off.
4. Adjust the time range for an open day.
5. Select **Save Hours**.
The wizard also asks for availability when an appointment workflow requires it. For later changes, the Calendar toolbar is the most direct current path.
## Configure each day
For every day of the week, you can:
- turn the day off so it is **Closed**;
- set one open time range; or
- add multiple ranges for split schedules such as morning and evening hours.
When you enable a day that has no saved schedule, the panel starts it with a default range of **09:00–18:00**. Review the range before saving.
Use **Apply to all** when several days share a schedule. Check weekends separately if they follow a different pattern.
## Business hours versus exceptions
Business hours are the recurring weekly schedule. An exception blocks or changes a specific date, date range, or recurring calendar date. A customer should be offered only a time that is open under both rules and is not busy in the connected calendar.
For a holiday, vacation, or one-off closure, create an [exception](/en/resources/docs/create-and-manage-exceptions) instead of changing every weekly day.
## After saving
Return to Calendar and switch between **Business Hours** and **Full Day** to check how the schedule displays. Then review [Review agent readiness](/en/resources/docs/review-agent-readiness) if the agent still reports a missing availability requirement.
---
### Booking exceptions overview
URL: https://interlinked-ai.com/en/resources/docs/exceptions-overview
Section: Calendar and scheduling
Summary: Learn what exceptions are, the three types available, and how they interact with business hours and existing appointments.
Last updated: 2026-04-20
## What exceptions are for
Exceptions are date-based blocks that prevent your AI agent from booking appointments during specific times. While [business hours](/en/resources/docs/business-hours-settings) define your regular weekly schedule, exceptions let you override that schedule for specific dates or patterns.
Use exceptions when you need to block availability for:
- **Holidays** — National holidays, religious observances, or business-specific closure days.
- **Vacations** — Personal or team time off.
- **Maintenance days** — Office closures, renovations, or equipment maintenance.
- **Recurring obligations** — Annual events, weekly meetings, or any repeating commitment that conflicts with appointments.
- **Partial-day blocks** — Morning-only closures, afternoon training sessions, or any time window you need to protect within an otherwise open day.
When an exception is active, the AI stops offering appointment slots during the blocked time. Customers are not shown those slots as options during booking conversations.
## Accessing exceptions
From the Calendar screen, click the **Exceptions** button in the toolbar to open the exceptions management page:
**https://panel.interlinked-ai.com/en/calendar/exceptions**
This page lets you view, create, edit, filter, and delete all your booking exceptions.
## Types of exceptions
Interlinked supports three types of booking exceptions, each designed for a different scheduling need:
### Single day exceptions
A **single day exception** blocks one specific date. Use this for:
- A one-time holiday or closure
- A single day you know you will be unavailable
- A specific date with a scheduling conflict
Example: Block **October 24, 2026** because of a team retreat.
### Date range exceptions
A **date range exception** blocks multiple consecutive days. Use this for:
- Vacations that span several days
- Multi-day closures (office renovation, travel)
- Conference attendance or extended events
Example: Block **October 24–28, 2026** for a business trip.
### Recurring exceptions
A **recurring exception** blocks a repeating date pattern. Use this for:
- Annual closures (company anniversary, yearly inventory)
- Monthly recurring commitments
- Any date that repeats on a predictable cycle
Example: Block **every January 10** for a yearly company closure.
## Full-day vs partial-day blocking
Each exception type supports two blocking modes:
### Block entire day
When **Block entire day** is enabled (this is the default), the entire day is blocked. No appointments can be scheduled at any time on the blocked date.
### Override hours (partial-day block)
When **Block entire day** is turned off, you can specify a time range to block. Only that specific window is blocked — the rest of the day remains available.
Example: Block **9:00 AM to 11:00 AM on October 24, 2026**. Appointments can still be booked from 11:00 AM onward.
For date range exceptions with partial-day blocking, the same time window is blocked **every day within the range**. For example, blocking 9:00 AM – 11:00 AM from October 24–28 means every day in that range has the same two-hour block.
Tip
Partial-day exceptions are ideal for recurring team meetings, training sessions, or lunch breaks that happen during business hours but are not part of your regular weekly schedule.
## Effect on existing appointments
Exceptions can affect appointments that were **already booked** before the exception was created.
If you create an exception that covers a time period where an appointment already exists:
- The affected customer receives a **cancellation email**
- If you entered a **reason** when creating the exception, that reason is included in the cancellation email
- The appointment is removed from the blocked time
Important
Creating an exception on a date with existing appointments will cause those appointments to be cancelled and the customers to be notified. Always check your calendar for existing bookings before creating exceptions on dates that may already have scheduled appointments.
## How exceptions interact with business hours
Exceptions and business hours work together to determine final availability:
1. **Business hours** define the maximum weekly availability window
2. **Exceptions** remove specific dates or times from that window
3. **Google Calendar events** further reduce availability within the remaining window
The formula for actual availability is:
> **Available slots = Business hours − Exceptions − Existing Google Calendar events**
This means an exception always takes priority over business hours. Even if your business hours say you are open, an exception on that date will block the time.
## Visual indicators
Exceptions are reflected on the calendar with color indicators:
- **Red** — A fully blocked day (entire day is unavailable)
- **Yellow** — A partially blocked day (some hours are blocked, but other hours remain available)
See [Blocked days and calendar colors](/en/resources/docs/blocked-days-and-calendar-colors) for a complete guide to visual indicators and the interactive drawer behavior.
## What to do next
- **Create and manage exceptions** — Learn how to add, edit, filter, and delete exceptions. See [Create and manage exceptions](/en/resources/docs/create-and-manage-exceptions).
- **Understand visual indicators** — Learn what the red and yellow calendar colors mean. See [Blocked days and calendar colors](/en/resources/docs/blocked-days-and-calendar-colors).
- **Configure your regular schedule** — Go back to [Business hours settings](/en/resources/docs/business-hours-settings) to adjust your weekly availability.
---
### Create and manage exceptions
URL: https://interlinked-ai.com/en/resources/docs/create-and-manage-exceptions
Section: Calendar and scheduling
Summary: Learn how to add new exceptions, use the exception modal, filter your exception list, and manage existing blocks from the Exceptions page.
Last updated: 2026-04-20
## The Exceptions page
The Exceptions page is your management hub for all booking exceptions. You can access it from the Calendar screen by clicking the **Exceptions** button, which takes you to:
**https://panel.interlinked-ai.com/en/calendar/exceptions**
From this page you can:
- View all created exceptions
- Filter exceptions by type or time range
- Add new exceptions
- Edit existing exceptions
- Delete exceptions you no longer need
- Return to the main calendar
## Adding a new exception
### Step 1 — Open the modal
At the top right of the Exceptions page, click the **Add exception** button. This opens a modal where you configure the new exception.
### Step 2 — Choose the exception type
The modal includes a selector at the top where you choose the type of exception:
| Type | What it blocks |
|------|---------------|
| **Single day** | One specific date |
| **Date range** | Multiple consecutive days |
| **Recurring** | A repeating date pattern |
### Step 3 — Select the date or date range
Depending on the type you selected:
- **Single day** — Choose one date using the date picker.
- **Date range** — Select a start date and an end date. All days between them (inclusive) will be blocked.
- **Recurring** — Configure the recurring pattern and the date on which. it repeats.
### Step 4 — Choose full-day or partial-day blocking
The modal includes a **Block entire day** toggle:
- **On (default)** — The selected date or range is fully blocked. No appointments can be booked at any time.
- **Off** — Partial-day blocking is enabled. Time selection fields appear so you can specify exactly which hours to block.
When you turn off the full-day toggle, you can set a specific time range. For example:
> Block **9:00 AM to 11:00 AM** on the selected date
The rest of the day remains available for appointments.
### Step 5 — Add a reason (optional)
The **Reason** field lets you describe why the time is being blocked. Examples:
- "Team retreat"
- "Office maintenance"
- "National holiday"
- "Personal appointment"
Note
If a reason is provided and the exception cancels an existing appointment, the reason is included in the cancellation email sent to the affected customer. This gives customers context about why their appointment was cancelled.
### Step 6 — Save
Click **Save** to create the exception. The exception takes effect immediately — the AI will stop offering appointments during the blocked time.
Click **Cancel** to discard the exception without saving.
## Creating a single day exception
A single day exception blocks one date. This is the simplest type.
**Example — Block a holiday:**
1. Open the Add exception modal
2. Select **Single day**
3. Choose **December 25, 2026**
4. Leave **Block entire day** enabled
5. Enter reason: "Christmas"
6. Click **Save**
**Example — Block part of a day:**
1. Open the Add exception modal
2. Select **Single day**
3. Choose **October 24, 2026**
4. Turn off **Block entire day**
5. Set time range: **9:00 AM to 11:00 AM**
6. Enter reason: "Staff training"
7. Click **Save**
In this second example, only 9:00 AM – 11:00 AM is blocked. Appointments from 11:00 AM onward can still be booked.
## Creating a date range exception
A date range exception blocks multiple consecutive days with the same settings.
**Example — Block a vacation week:**
1. Open the Add exception modal
2. Select **Date range**
3. Set start date: **October 24, 2026**
4. Set end date: **October 28, 2026**
5. Leave **Block entire day** enabled
6. Enter reason: "Business travel"
7. Click **Save**
All five days from October 24 through October 28 are fully blocked.
**Example — Block morning hours across a date range:**
1. Open the Add exception modal
2. Select **Date range**
3. Set start date: **October 24, 2026**
4. Set end date: **October 28, 2026**
5. Turn off **Block entire day**
6. Set time range: **9:00 AM to 11:00 AM**
7. Enter reason: "Morning training sessions"
8. Click **Save**
Every day from October 24 through October 28 has the same 9:00 AM – 11:00 AM block. Afternoon appointments remain available each day.
## Creating a recurring exception
A recurring exception blocks a date that repeats on a schedule.
**Example — Block an annual closure:**
1. Open the Add exception modal
2. Select **Recurring**
3. Configure the recurrence to block **every January 10**
4. Leave **Block entire day** enabled
5. Enter reason: "Annual company closure"
6. Click **Save**
The AI will block January 10 every year without you needing to create a new exception each time.
Tip
Recurring exceptions are ideal for predictable annual events — company anniversaries, yearly inventory closures, or personal dates that repeat every year. Set them once and they apply automatically.
## Filtering exceptions
The Exceptions page provides tools to find specific exceptions quickly:
### Filter by type
Use the type filter to view only one category of exceptions:
- **Single day** — Show only one-date blocks
- **Date range** — Show only multi-day blocks
- **Recurring** — Show only repeating blocks
### Filter by time range
At the top right, a time range selector lets you view exceptions for a specific period:
- **Current month** — The default view shows exceptions for this month
- **A specific past month** — View historical exceptions (e.g., January 2025)
- **All months** — View every exception regardless of date
There are also shortcuts to return to the current month or to show all exceptions at once.
### View all exceptions
A button near the top left lets you see **all exceptions** across all types and dates, removing any active filters.
## Editing and deleting exceptions
### Edit an exception
Click on any existing exception to open it for editing. You can change:
- The date or date range
- The blocking mode (full day vs partial day)
- The time range (if partial-day blocking is active)
- The reason
Save your changes to update the exception immediately.
### Delete an exception
Each exception includes a delete action. Deleting an exception removes the block — the time becomes available for bookings again immediately.
Important
If you delete an exception, previously blocked time becomes bookable again immediately. The AI may start offering those time slots in active conversations. If you want to re-block the time later, you will need to create a new exception.
## Returning to the calendar
At the bottom left of the Exceptions page, there is a **back arrow** that returns you to the main calendar screen:
**https://panel.interlinked-ai.com/en/calendar**
## What to do next
- **Understand visual indicators** — Learn how blocked days appear on the calendar with color coding. See [Blocked days and calendar colors](/en/resources/docs/blocked-days-and-calendar-colors).
- **Review exception types** — Go back to [Booking exceptions overview](/en/resources/docs/exceptions-overview) for a conceptual overview.
- **Configure your regular schedule** — Adjust your weekly availability in [Business hours settings](/en/resources/docs/business-hours-settings).
---
### Blocked days and calendar colors
URL: https://interlinked-ai.com/en/resources/docs/blocked-days-and-calendar-colors
Section: Calendar and scheduling
Summary: Learn what red and yellow calendar colors mean, how the day drawer works for blocked days, and what controls are available for full and partial blocks.
Last updated: 2026-04-20
## Visual indicators on the calendar
The Calendar uses color to communicate availability at a glance. When a day is affected by a booking exception, it is visually marked so you can immediately see which days have restricted availability.
### Fully blocked days — Red
A day marked in **red** is **completely blocked**. No appointments can be booked at any time on that day.
A red indicator means that an exception with **Block entire day** enabled is active for that date. The entire day — from the first business hour to the last — is unavailable for scheduling.
### Partially blocked days — Yellow
A day marked in **yellow** has a **partial block**. Some hours are blocked by an exception, but other hours remain available for appointments.
A yellow indicator means that an exception with specific **override hours** is active for that date. For example, if the exception blocks 9:00 AM to 11:00 AM, the rest of the day's business hours remain open.
### Color behavior across views
The red and yellow indicators appear in all three calendar views:
| View | How blocked days appear |
|------|------------------------|
| **Month** | The date cell is highlighted in red or yellow |
| **Week** | The column for that day shows the color indicator |
| **Day** | The blocked time ranges are highlighted within the timeline |
This consistent color behavior makes it easy to spot availability restrictions regardless of which view you are using.
## The day drawer
When you click on a day that is marked in red or yellow, a **right-side panel** (drawer) opens with detailed information and controls for that day.
### What the drawer shows
The drawer displays:
- **The selected date** — The specific date you clicked on
- **Regular business hours** — Your configured business hours for that day of the week
- **Appointment details** — Any appointments already booked on that day, if they exist
- **Exception details** — Information about the exception affecting that day
- **Management controls** — Actions you can take to modify the block
- **Open day view** — A button to open the full day view for more space and detail
Note
The drawer is a quick-access tool for reviewing and adjusting blocks without leaving the calendar. For comprehensive exception management including filtering and bulk actions, use the Exceptions page.
## Drawer behavior for fully blocked days (red)
When you click on a **red** (fully blocked) day, the drawer opens with these available actions:
### Remove the block
You can remove the exception entirely, making the day available for appointments again. This is useful when a planned closure is cancelled and you want to reopen the day.
### Edit to partial block
Instead of removing the block completely, you can **convert it to a partial-day block**. This changes the exception from a full-day block to specific blocked hours, opening up the rest of the day for appointments.
For example, if an entire day was blocked for a team event that was shortened to the morning only, you could edit the block to cover just 9:00 AM – 12:00 PM, making the afternoon available.
## Drawer behavior for partially blocked days (yellow)
When you click on a **yellow** (partially blocked) day, the drawer opens with different actions:
### Block the full day
If the partial block is not enough and you need to close the entire day, you can upgrade the exception to a full-day block. This converts the yellow partial block into a red full-day block.
### Edit the override hours
You can modify the specific hours that are blocked. If the original exception blocked 9:00 AM – 11:00 AM and you need to extend it to 9:00 AM – 1:00 PM, you can adjust the time range directly from the drawer.
### View effective hours
The drawer shows the **effective hours** for the partially blocked day. Effective hours are the remaining available hours after the blocked time is subtracted from the regular business hours.
For example:
| Component | Hours |
|-----------|-------|
| Regular business hours | 9:00 AM – 5:00 PM |
| Exception blocks | 9:00 AM – 11:00 AM |
| **Effective hours** | **11:00 AM – 5:00 PM** |
This makes it clear at a glance exactly when appointments can still be booked.
### View exception details
The drawer also shows the details of the exception affecting that day:
- The exception type (single day, date range, or recurring)
- The reason, if one was provided
- The time range being blocked
Tip
The distinction between red and yellow days is important for team communication. Red means "completely closed" while yellow means "partially available." If you manage a team, make sure everyone understands that yellow days still have bookable slots.
## What to do next
- **Create exceptions** — Learn how to set up new blocks. See [Create and manage exceptions](/en/resources/docs/create-and-manage-exceptions).
- **Review exception concepts** — Understand exception types and blocking modes. See [Booking exceptions overview](/en/resources/docs/exceptions-overview).
- **View appointment details** — Learn what information is shown when you click on a scheduled appointment. See [Appointment details](/en/resources/docs/appointment-details).
---
### Appointment details
URL: https://interlinked-ai.com/en/resources/docs/appointment-details
Section: Calendar and scheduling
Summary: A guide to the appointment details modal, including customer information, AI booking context, and quick actions to open Google Calendar or the original CRM conversation.
Last updated: 2026-04-20
## Viewing an appointment
When you click on a scheduled appointment on the Calendar, a **details modal** opens with comprehensive information about the booking. This gives you everything you need to prepare for the meeting without leaving the calendar.
## Information shown in the modal
The appointment details modal includes the following information:
### Customer email
The email address the customer provided during the booking conversation. This is the email where the appointment confirmation was sent.
If you click on the email address, your default email client opens so you can send a message to the customer directly.
### Appointment date
The full date and time of the scheduled appointment, displayed in your configured timezone.
### Appointment duration
The length of the appointment. This helps you understand how much time to allocate for the meeting.
### Appointment notes and context
This section contains the context the AI gathered during the booking conversation. It typically includes:
- **That it was booked with AI** — A label indicating the appointment was created through an automated conversation, not manually.
- **Customer name** — The name the customer provided during the conversation.
- **Appointment purpose** — What the customer wants to discuss or the type of service they are interested in.
- **Relevant conversation details** — Key information from the conversation that helps you prepare, such as the customer's specific needs, questions they asked, or preferences they mentioned.
Tip
The appointment context is especially valuable when using a qualification workflow. All the qualification answers the customer provided are included in the appointment details, so you can review them before the meeting starts.
### Qualification data (when applicable)
If the appointment was created through a [Qualify & Schedule](/en/resources/docs/qualify-and-schedule) or [Qualify, Pay & Schedule](/en/resources/docs/qualify-pay-and-schedule) workflow, the modal also shows the answers to your custom qualification questions. This allows you to review the customer's profile and prepare accordingly before the meeting.
## Actions in the modal
The appointment details modal includes two important action buttons:
### Open in Google Calendar
This button opens the appointment event directly in your connected Google Calendar. Use it when you need to:
- View the full calendar event details
- Edit the event time or duration in Google Calendar
- Add notes or attachments to the event
- Share the event with colleagues
### Open the lead conversation
This button takes you to the **original lead conversation** in the Interlinked CRM — the Instagram, Facebook, or WhatsApp conversation where the appointment was scheduled.
This is useful when you want to:
- Review the full conversation history with the customer
- See exactly what the customer said during the booking process
- Follow up with the customer through the same messaging channel
- Check any additional context from the conversation
Note
Each appointment is linked to a specific conversation on a specific channel. The lead conversation button takes you directly to that conversation in the CRM, preserving the full history of the interaction.
## Busy events
If you click on an event labeled **Busy** on the calendar, nothing happens. No modal opens and no details are shown.
This is expected behavior. Busy events are private events from your connected Google Calendar that Interlinked intentionally does not expose. See [Privacy and busy events](/en/resources/docs/privacy-and-busy-events) for a full explanation.
Important
Busy events are not broken or missing appointments. They are personal Google Calendar events that are displayed without details to protect the calendar owner's privacy. If you see a Busy event and wonder what it is, check your Google Calendar directly.
## What the appointment looks like in Google Calendar
When the AI books an appointment, it creates a Google Calendar event that includes:
- The customer's name in the event title
- The customer's email as an attendee
- A description containing the conversation context, appointment purpose, and qualification data (if applicable)
- The correct date, time, and duration
Both the business owner and the customer receive email notifications from Google Calendar when the event is created.
## What to do next
- **Understand busy events** — Learn how private Google Calendar events are handled. See [Privacy and busy events](/en/resources/docs/privacy-and-busy-events).
- **Learn about booking flows** — Understand how the AI creates these appointments. See [How AI booking works](/en/resources/docs/how-ai-booking-works).
- **Return to overview** — Go back to [Calendar overview](/en/resources/docs/calendar-and-scheduling-overview).
---
### Privacy and busy events
URL: https://interlinked-ai.com/en/resources/docs/privacy-and-busy-events
Section: Calendar and scheduling
Summary: Learn how private Google Calendar events are displayed as Busy in Interlinked, protecting personal details while showing availability to team members.
Last updated: 2026-04-20
## Why some events appear as Busy
When you connect a Google Calendar account to Interlinked, the system syncs your calendar events to understand your availability. This is necessary for the AI to avoid double-booking and to only offer time slots when you are actually free.
However, not all calendar events are Interlinked appointments. Your Google Calendar may contain personal events such as:
- Birthday celebrations
- Personal medical appointments
- Family commitments
- Social plans
- Private meetings
- Any other personal events
Interlinked **never reveals the details** of these private events. Instead, they appear on the Interlinked Calendar as:
> **Busy**
No event title, personal notes, attendee list, or any other private information is shown. The time is simply marked as unavailable.
## What users can and cannot see
When a private Google Calendar event is synced to Interlinked:
### What is visible
- That the time slot is **unavailable** (shown as "Busy")
- The **time range** of the event (start and end time)
- That the slot **cannot be booked** by customers
### What is hidden
- The **event title** (e.g., "Doctor's appointment" is never shown)
- **Personal notes** attached to the event
- **Attendee names** or email addresses
- **Location details**
- **Event description** or attachments
- **Any other private metadata**
This means that anyone viewing the Interlinked Calendar — including team members — can see that the time is blocked, but they cannot see why.
Note
This privacy behavior is by design. It is a feature that protects the calendar owner, not a limitation of the system. If you need to see the details of a Busy event, check your Google Calendar directly.
## Clicking on a Busy event
If you click on an event labeled **Busy** on the Interlinked Calendar, **nothing happens**. No modal opens, no details appear, and no information is revealed.
This is intentional. Unlike Interlinked appointments (which open a details modal when clicked), Busy events are not interactive because there is no information to display within Interlinked.
## When privacy matters most
The Busy event behavior is especially important in the following scenarios:
### Personal calendar connected for business use
Many small business owners connect their **personal Google Calendar** to Interlinked because it is the calendar they already use. In this case, the calendar contains both business appointments and personal events.
The Busy label ensures that personal events stay private, even when the calendar is used for business scheduling.
### Team access to the calendar
In Interlinked, a business can have:
- A **main account** tied to billing and full access
- Additional **employee accounts** with reduced permissions
When employees or team members view the shared business calendar, they see:
- All Interlinked appointments with full details (customer name, notes, context)
- Personal Google Calendar events as **Busy** — with no private details exposed
This lets teams manage their scheduling workflow collaboratively without compromising the business owner's personal privacy.
### Multiple team members viewing the same calendar
If multiple team members need to understand availability, the Busy indicator gives them the information they need (the time is taken) without showing information they should not see (what the event is about).
Tip
If you use a personal Google Calendar for business and have team members with access to Interlinked, you can be confident that your private events are protected. Only you can see the event details by checking your Google Calendar directly.
## How Busy events affect AI scheduling
The AI treats Busy events the same as any other existing calendar event. When checking availability for a customer:
- The AI reads the Busy time range from Google Calendar
- The AI excludes that time range from available slots
- The AI never offers a time during a Busy event
- The AI does not know or share any details about what the Busy event is
This means your personal events automatically protect your availability without any manual intervention. You do not need to create separate exceptions for personal commitments — they are respected automatically through the Google Calendar sync.
## Privacy and the display modes
The Busy label appears in both calendar display modes:
- **Business hours mode** — Busy events within your configured hours are shown as Busy blocks
- **Full day mode** — Busy events at any time of day are visible as Busy blocks
In both cases, only the time range is shown, never the event content.
## What to do next
- **View appointment details** — Learn what information is available when you click an Interlinked appointment. See [Appointment details](/en/resources/docs/appointment-details).
- **Manage your Google Calendar connection** — Understand how to connect, reconnect, or disconnect. See [Google Calendar connection](/en/resources/docs/google-calendar-connection).
- **Return to overview** — Go back to [Calendar overview](/en/resources/docs/calendar-and-scheduling-overview).
---
### How AI booking works
URL: https://interlinked-ai.com/en/resources/docs/how-ai-booking-works
Section: Calendar and scheduling
Summary: A detailed breakdown of the AI's booking conversation flow for each supported calendar workflow, from first message to confirmed appointment.
Last updated: 2026-04-20
## How the AI handles appointment booking
When a customer starts a conversation on Instagram, Facebook, or WhatsApp with a business using a calendar-based workflow, the AI guides the conversation toward booking an appointment. The exact steps depend on the workflow, but the core experience follows a natural conversational pattern.
The AI is not a rigid form. It understands context, answers questions, discusses services, and handles interruptions — all while guiding the customer toward a booked appointment. If a customer asks an unrelated question mid-conversation, the AI answers it and then continues the booking flow.
## Common behaviors across all workflows
Before diving into each workflow, here are behaviors shared by every calendar-based workflow:
### Products and services context
In all appointment workflows, the AI has access to the business's products or services catalog. Before reaching the scheduling stage, the AI can:
- **Explain your services** — Describe what you offer, pricing when available, and what customers can expect
- **Answer questions** — Respond to inquiries about your business, location, policies, or service details
- **Help the customer choose** — Recommend the right service or plan based on the customer's needs
- **Provide business context** — Share information about your business background, team, specializations, or unique selling points
This means a booking conversation is never limited to just picking a date. The AI serves as a knowledgeable assistant that helps the customer understand your offerings before moving to scheduling.
Tip
The more detailed your product catalog and business context are, the better the AI can assist customers before booking. Comprehensive service descriptions lead to richer pre-booking conversations and better-prepared customers.
### Natural language date understanding
The AI understands natural language dates and relative time expressions. Customers do not need to type formal dates — they can say things like:
- "tomorrow"
- "two days from now"
- "next Monday"
- "this Friday afternoon"
- "Christmas"
- "the week after next"
- "sometime in November"
The AI interprets these expressions, checks your availability for the corresponding dates, and offers specific available time slots.
### Availability checking
When a customer requests a date, the AI checks against three sources:
1. **Business hours** — Is the requested day and time within your configured hours?
2. **Exceptions** — Is the requested date blocked by any booking exception?
3. **Google Calendar** — Are there existing events that conflict with the requested time?
Only time slots that pass all three checks are offered to the customer.
### Slot presentation
When the AI finds available times, it presents them as a list of specific options. For example, if a customer asks for November 2, 2026, the AI might respond:
> "I have the following times available on November 2:
> - 11:00 AM
> - 12:00 PM
> - 2:00 PM
> - 3:30 PM
>
> Which time works best for you?"
The customer selects their preferred slot, and the AI proceeds to the next step in the workflow.
### Email collection and confirmation
Before finalizing the booking, the AI asks the customer for their **email address**. This email is used to:
- Send the appointment confirmation to the customer
- Add the customer as an attendee to the Google Calendar event
- Store the contact information on the lead profile in the CRM
After the customer confirms all details, the AI finalizes the booking.
### Final result
Once an appointment is confirmed:
- The **customer** receives a confirmation email with the appointment details
- The **business owner** receives a notification email about the new booking
- The event appears in the connected **Google Calendar** with full context
- The event appears on the **Interlinked Calendar** screen
- The appointment contains conversation context, customer name, email, and purpose
---
## Qualify & Schedule
### Summary
The AI answers questions, collects qualifying information through custom questions, and then books an appointment. This is the most structured booking flow.
### Conversation flow
1. **Greet the customer** — The AI introduces itself and the business using your configured greeting.
2. **Answer questions** — The customer may ask about services, pricing, location, or other topics. The AI responds naturally.
3. **Qualify the customer** — The AI asks the qualification questions you configured in the wizard, one by one in conversation.
4. **Complete qualification** — The AI collects and stores all qualification answers on the lead profile.
5. **Ask for a preferred date** — The AI transitions to scheduling by asking when the customer would like to meet.
6. **Check availability** — The AI queries your calendar for available slots on the requested date.
7. **Present time slots** — Available options are listed for the customer to choose.
8. **Collect email** — The AI asks for the customer's email address.
9. **Confirm and book** — The AI summarizes the appointment details and creates the Google Calendar event.
### Qualification behavior
The AI does not let the customer skip qualification. All configured questions must be answered before the AI will proceed to scheduling. However, the customer can still ask other questions during the qualification phase — the AI answers them and then continues guiding the customer to the next required question.
### Example use case
A mortgage consulting business configures these qualification questions:
- "What is your full name?"
- "What is your approximate credit score?"
- "What is your annual income range?"
- "Are you a first-time homebuyer?"
The AI asks each question naturally during the conversation. Once all four are answered and stored, the AI moves to scheduling. The qualification data is included in the appointment details so the consultant can review it before the meeting.
Note
Qualification questions are configured during the agent's guided setup and can be edited later from My Agents → Guided configuration or the agent's focused settings.
---
## Qualify, Pay & Schedule
### Summary
This workflow adds a payment step to the Qualify & Schedule flow. The AI qualifies the customer, collects a deposit, and then books the appointment. It is the most comprehensive booking workflow.
### Conversation flow
1. **Greet the customer** — Introduction and service overview.
2. **Answer questions** — Respond to customer inquiries about services and business details.
3. **Qualify the customer** — Ask all configured qualification questions.
4. **Ask for a preferred date** — Transition to scheduling.
5. **Check availability and present slots** — Show available times.
6. **Collect the deposit** — The AI shares the business's bank account details and tells the customer the required deposit amount.
7. **Wait for payment proof** — The customer sends a photo or screenshot of their transfer receipt.
8. **Confirm and book** — After payment is confirmed, the AI creates the Google Calendar event.
### Payment configuration
The payment step uses the service and customer-payment choices configured for the agent:
- **Service pricing** — The service defines the fixed price or deposit amount and the accepted customer payment method.
- **Customer payments** — The workspace’s Payments area determines whether card or bank transfer can be offered. Bank-transfer receipt review remains a team responsibility.
### Currency flexibility
If a customer wants to pay in a different currency, the AI can assist with conversion guidance. The AI provides approximate exchange rate information to help the customer understand the equivalent amount, but the official amount remains in the configured currency.
Important
The appointment is not booked until payment proof is received. If a customer selects a time slot but does not pay, the slot remains available for other customers. This prevents ghost reservations and ensures financial commitment before the booking is confirmed.
---
## Free Appointment
### Summary
This is the simplest calendar workflow. The AI books an appointment without requiring qualification or payment. The customer can schedule directly.
### Conversation flow
1. **Greet the customer** — Introduction and service overview.
2. **Answer questions** — The AI can discuss services, answer questions, and help the customer understand what the meeting is about.
3. **Ask for a preferred date** — The AI asks when the customer would like to meet.
4. **Check availability and present slots** — Available times are shown.
5. **Collect email** — The AI asks for the customer's email.
6. **Confirm and book** — The AI creates the Google Calendar event.
### What makes it different
Free Appointment removes all barriers. There are no qualification questions and no payment required. This makes it ideal for:
- Walk-in style businesses that accept any appointment
- Community events or open consultations
- Businesses where simplicity and speed are priorities
- Low-risk services where no deposit is needed
The conversation is simpler, but not empty. The AI still serves as a knowledgeable assistant, answering questions about services and gathering context about what the customer needs.
---
## Paid Appointment
### Summary
This workflow requires a deposit payment but skips qualification questions. It combines the simplicity of Free Appointment with the financial commitment of a deposit.
### Conversation flow
1. **Greet the customer** — Introduction and service overview.
2. **Answer questions** — Discuss services and business details.
3. **Ask for a preferred date** — Transition to scheduling.
4. **Check availability and present slots** — Show available times.
5. **Customer selects a time** — The AI confirms the chosen slot.
6. **Collect the deposit** — The AI shares bank details and the required amount.
7. **Wait for payment proof** — The customer sends the transfer receipt.
8. **Confirm and book** — After payment, the AI books the appointment.
### Configuration used
This workflow relies on:
- **Service pricing** — The deposit amount and currency
- **Customer payments** — A configured customer-facing payment method
It does **not** use the Qualification step — there are no pre-booking questions.
---
## Workflow comparison
| Feature | Qualify & Schedule | Qualify, Pay & Schedule | Free Appointment | Paid Appointment |
|---------|-------------------|------------------------|------------------|-----------------|
| Qualification questions | ✓ | ✓ | ✗ | ✗ |
| Deposit payment | ✗ | ✓ | ✗ | ✓ |
| Google Calendar integration | ✓ | ✓ | ✓ | ✓ |
| Business context & service Q&A | ✓ | ✓ | ✓ | ✓ |
| Natural language dates | ✓ | ✓ | ✓ | ✓ |
| Confirmation email | ✓ | ✓ | ✓ | ✓ |
| Complexity level | Medium | High | Low | Medium |
## What to do next
- **Read the detailed workflow guides** — See [Qualify & Schedule](/en/resources/docs/qualify-and-schedule), [Qualify, Pay & Schedule](/en/resources/docs/qualify-pay-and-schedule), [Free Appointment](/en/resources/docs/free-appointment), or [Paid Appointment](/en/resources/docs/paid-appointment).
- **Connect Google Calendar** — Ensure your calendar is connected for the AI to check availability. See [Google Calendar connection](/en/resources/docs/google-calendar-connection).
- **Return to overview** — Go back to [Calendar overview](/en/resources/docs/calendar-and-scheduling-overview).
---
### Google Calendar connection
URL: https://interlinked-ai.com/en/resources/docs/google-calendar-connection
Section: Calendar and scheduling
Summary: Manage Google Calendar from Channels or guided agent setup, then confirm the calendar requirement is ready before launching bookings.
Last updated: 2026-08-13
## Why the connection matters
An appointment-capable agent uses Google Calendar to compare requested times with existing events and to create a calendar event after the customer confirms the booking. Without an active connection, the agent cannot complete the calendar-dependent booking path.
## Connect Google Calendar
You can connect it in either place:
- **Channels** under **AI & Automation**, where Google Calendar appears under **Agent Plugins**; or
- the calendar connection step in **Onboarding** or **Guided configuration** when the selected workflow requires it.
1. Open the relevant Google Calendar card and select **Connect**.
2. Choose the Google account and calendar you want to use.
3. Review the access requested on Google’s screen and approve it.
4. Return to Interlinked and confirm the card shows the connected state.
## Reconnect or disconnect
If the card shows an error or the agent readiness page asks for the calendar again, use the visible reconnect or **Connect** action and complete the Google flow again. This is useful after access was revoked, the account changed, or the connection is no longer available.
To stop using the calendar, open the card and select **Disconnect**, then confirm. Disconnecting prevents new availability checks and appointment creation. Existing events in Google Calendar are not deleted by this action, but an active booking workflow remains incomplete until you reconnect.
## What the agent can see
The connection is used for scheduling. Private Google Calendar events are represented in Interlinked as **Busy** without their titles, notes, or private details. Read [Privacy and busy events](/en/resources/docs/privacy-and-busy-events).
The calendar used for booking and the exact account options shown are determined by the Google connection you select. If several calendars are available, choose the one your business actually uses for appointments.
## Verify before launch
After connecting, return to the agent page and check **Ready to activate**. Confirm that the relevant service has a duration and that business hours and exceptions match the schedule you want customers to see. Then test an availability question in a controlled conversation before relying on live bookings.
NEEDS VALIDATION
Google account choices, consent wording, and calendar availability depend on the connected account. Follow the current Google screen and the status shown in Channels.
---
### Calendar: important notes and behaviors
URL: https://interlinked-ai.com/en/resources/docs/calendar-important-notes
Section: Calendar and scheduling
Summary: A quick reference for the availability and privacy behaviors that are easy to miss when managing bookings.
Last updated: 2026-08-13
## Views and refresh
- Calendar offers **Month**, **Week**, and **Day** views.
- **Business Hours** narrows the display to the saved weekly schedule; **Full Day** shows the full day.
- **Refresh calendar** reloads current events and availability.
- The page also refreshes while it is visible, but use the button when you need to check a recent booking now.
## Availability
- Business hours define the recurring weekly schedule.
- Exceptions modify a single day, date range, or recurring date.
- Existing events in the connected Google Calendar can make a time unavailable.
- A service’s duration and configuration also affect the times it can offer.
Read [Business hours settings](/en/resources/docs/business-hours-settings) and [Create and manage exceptions](/en/resources/docs/create-and-manage-exceptions) for changes.
## Appointments and private events
- Select a scheduled appointment to open its details, then use the available CRM or Google Calendar link.
- A private Google event appears as **Busy** without a title or private notes.
- Selecting a Busy event does not reveal additional details.
- Changing an exception can affect appointments inside the blocked period. Read the confirmation carefully before saving.
## Connections and agent state
- Google Calendar is required for an appointment-capable agent to check availability and create new events.
- Manage the connection from **Channels → Agent Plugins → Google Calendar** or the relevant guided setup step.
- A connected calendar is not enough by itself: the service, agent readiness, channel assignment, and on/off state must also be correct.
For the end-to-end flow, read [How AI booking works](/en/resources/docs/how-ai-booking-works). For privacy details, read [Privacy and busy events](/en/resources/docs/privacy-and-busy-events).
NEEDS VALIDATION
Provider availability and exact panel labels can change. Confirm the current Calendar toolbar and connection status before relying on an older screenshot.
---
## Customer payments
### Customer payments overview
URL: https://interlinked-ai.com/en/resources/docs/customer-payments-overview
Section: Customer payments
Summary: Use Payments for customer-facing card or bank-transfer methods; manage your Interlinked subscription separately in Billing.
Last updated: 2026-08-13
## Customer payments and subscription billing are separate
Open **Payments** in Operations to choose how your customers can pay for eligible orders and services. Open **Billing** in Settings or the billing area to manage your Interlinked subscription, invoices, and plan.
These surfaces answer different questions:
- **Payments** — How a customer pays your business and what the agent can offer during an order or service journey.
- **Billing** — How your workspace pays for Interlinked.
Do not use the subscription payment method as proof that a customer order or service purchase has been paid.
Important
A payment confirmation is not the same as fulfillment. Confirm the payment state first, then follow your shipping, pickup, appointment, or service-delivery process.
## Available customer methods
The Payments page currently presents:
- **Card** — connected through Stripe when the workspace is eligible. The agent can send a secure payment link and confirm successful payment when the connection is ready.
- **Bank transfer** — your configured account details are shared with the customer. Your team reviews the receipt before confirming the payment.
The page shows whether card is **Ready**, **Not connected**, or **Setup incomplete**, and whether bank transfer is **Configured** or **Not configured**. Final availability can depend on the customer journey and the connected account state.
## How the agent uses payments
When card is ready, the agent can prefer it for supported shipping orders. Bank transfer can remain as a fallback. Some service deposits and pickup journeys can still require a transfer and human receipt review depending on the service configuration.
For a paid service, the service wizard also asks which methods are accepted and whether the customer pays the full fixed price or a deposit. Read [Create and configure a service](/en/resources/docs/create-and-configure-a-service).
## Owner and admin controls
Only an owner or administrator can change the customer payment methods. Other team members can review the current state and use the visible setup action when they have access.
For bank transfer, the account fields depend on the selected country. The panel validates country-specific formats such as Mexico’s 18-digit CLABE. Enter only the account details intended for customer payment instructions.
Continue with [Configure customer payment methods](/en/resources/docs/configure-customer-payment-methods), then review [Payment verification and security](/en/resources/docs/payment-verification-and-security).
---
### Configure customer payment methods
URL: https://interlinked-ai.com/en/resources/docs/configure-customer-payment-methods
Section: Customer payments
Summary: Connect the customer payment methods your orders and services can offer, then verify the panel status.
Last updated: 2026-08-13
## Open Payments
Open **Payments** in the Operations section. The page is titled **Payments** and explains which customer-facing payment methods your agent can confirm.
The ability to change a method is limited to an owner or administrator. If you can only review the page, ask an authorized workspace member to complete setup.
## Connect card payments
The **Card** card uses the action shown by its current state:
- **Connect Stripe** when no account is connected;
- **Continue setup** when onboarding is incomplete;
- **Open Stripe** when the connection needs attention; or
- **Ready** when the workspace can offer card payment.
The panel can also show **Not connected** or **Setup incomplete**. Follow the displayed action and complete the external account steps. Return to Payments and refresh the page before relying on the method in an order or service journey.
The Payments page describes the customer experience as a secure payment link and automatic confirmation when the card connection is ready. It does not mean that an order has shipped or a service has been delivered.
## Add bank transfer
In **Bank transfer**, select **Add account** and enter the country-specific account details shown by the form. The panel can show **Configured** or **Not configured**, and can allow **Edit** after an account is saved.
Bank transfer is a manual-review method. The agent can share the configured details, but your team must review the customer’s receipt and confirm that the payment reached the intended account before treating it as paid.
For Mexico, the form requires an 18-digit CLABE. Other countries can ask for routing, account, or IBAN information. Use the exact fields shown for the selected country and do not paste unrelated credentials into the form.
## Confirm the result in the journey
After saving a payment method, return to the service or order configuration that needs it. A paid service may also require a fixed price, accepted method, and deposit choice. An order may show a payment status that is still pending even when a method is configured.
Use [Payment verification and security](/en/resources/docs/payment-verification-and-security) for receipts and manual confirmation. Use [Billing and subscription management](/en/resources/docs/billing-and-subscription-management) only for the Interlinked subscription; it is not the customer-payment setup.
NEEDS VALIDATION
Card onboarding and bank-account requirements can depend on country, account status, and the connected payment provider. The status and action shown in your Payments page are authoritative.
---
## Billing and usage
### Plans and pricing
URL: https://interlinked-ai.com/en/resources/docs/plans-and-pricing
Section: Billing and usage
Summary: Understand subscription pricing while checking the current People and Billing screens for workspace seats and entitlements.
Last updated: 2026-08-13
## Overview
Interlinked AI offers four standard subscription plans designed to scale with your business — from a no-commitment free tier to a high-volume Ultra plan. Each plan includes a monthly message allowance that determines how many AI responses your agent can send across your connected channels.
This article covers what each plan includes, how billing terms and discounts work, how currency is determined, and when to consider the custom Enterprise option.
For information about what happens when you exceed your plan's included messages, see [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages). For details on the Pro plan's free trial, see [Pro free trial](/en/resources/docs/free-trial).
## Plan comparison
Interlinked AI currently offers the following plans:
| Plan | Included messages | Lead Discovery searches | Credit card required | Best for |
|------|-------------------|------------------------|---------------------|----------|
| **Free** | 500 | 3/month | No | Testing the platform, small-volume evaluation |
| **Starter** | 5,000 | 50/month | Yes | Small businesses with moderate conversation volume |
| **Pro** | 10,000 | 200/month | Yes | Growing businesses with active customer engagement |
| **Ultra** | 25,000 | 500/month | Yes | High-volume businesses with heavy AI usage |
For full details on Lead Discovery search quotas, reset rules, and how anonymous trial searches work, see [Lead Discovery limits and plans](/en/resources/docs/lead-discovery-limits-and-plans).
### Online Store access
The panel currently includes **Online Store** with the Starter, Pro, and Ultra
plans. A Free workspace may be able to prepare the storefront draft and review
the setup flow, but live publication requires an eligible paid plan. The panel’s
entitlement message is the source of truth when you select **Publish website**.
Read [Online Store overview](/en/resources/docs/online-store-overview) for the
storefront lifecycle.
### Free plan
The Free plan is the entry point for every new Interlinked AI account. It provides:
- **500 messages** per billing period
- **No credit card required** — you gain access immediately after signing up with Google or email
- Full access to core platform features
The Free plan is ideal for evaluating the platform, testing your AI agent setup, and understanding how Interlinked AI works with your messaging channels before committing to a paid subscription.
Tip
The Free plan does not include overage usage. Once you have consumed your 500 included messages, the AI agent pauses until you upgrade to a paid plan. See Overage usage and extra messages for how paid plans handle this differently.
### Starter plan
The Starter plan is the first paid tier, designed for small businesses that receive a moderate volume of customer conversations. It includes:
- **5,000 messages** per billing period
- Requires an **active subscription** with a valid payment method through Stripe
- Automatic **overage usage** so your AI agent does not stop when you reach the included limit
### Pro plan
The Pro plan targets growing businesses that need more capacity for customer engagement. It includes:
- **10,000 messages** per billing period
- Requires an active subscription with a valid payment method
- Automatic overage usage
- A **7-day free trial** for first-time subscribers — see [Pro free trial](/en/resources/docs/free-trial) for details
### Ultra plan
The Ultra plan is built for high-volume operations where the AI agent handles a large number of customer conversations daily. It includes:
- **25,000 messages** per billing period
- Requires an active subscription with a valid payment method
- Automatic overage usage
- The lowest overage rate of all paid plans
## Workspace access and seats
Subscription plans and workspace access are related, but the current seat
entitlement is shown in the product rather than guaranteed by a fixed table in
this article. Open **People** to see the workspace’s current used, occupied,
reserved, available, and plan-limit values. Pending invitations reserve a seat
until they are accepted, revoked, or expire.
When the workspace can add a seat, the **Add extra seat** action shows the
current amount and currency. That value can depend on location, plan, billing
state, and the current offer. Confirm it in **People** or **Billing** before
making a purchasing decision.
Use [Manage workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations)
for roles, invitations, seat reservations, resending or revoking access, and
member removal. Use [Team collaboration and CRM users](/en/resources/docs/team-collaboration-and-crm-users)
for shared-inbox coordination.
NEEDS VALIDATION
Plan entitlements and extra-seat pricing are workspace-dependent. The People and Billing screens are the source of truth for current access and cost.
## Billing terms and built-in discounts
Every paid plan (Starter, Pro, and Ultra) can be purchased on three different billing terms. Longer commitments reduce the effective subscription cost through automatic built-in discounts:
| Billing term | Discount |
|-------------|----------|
| **Monthly** | No discount (standard price) |
| **6 months** | **15% discount** applied |
| **12 months** | **25% discount** applied |
These discounts apply universally across all paid plans. They are calculated automatically at checkout — you do not need a promotional code to receive them.
Note
The billing term you select affects how your subscription renews and how plan changes behave. For details on upgrades, downgrades, and proration, see Upgrade, downgrade, and plan changes.
### How billing terms affect your subscription
When you select a 6-month or 12-month billing term:
- You are charged the discounted total for the full term upfront
- Your subscription renews automatically at the end of the term
- Your included message allowance refreshes each month within your term
- Overage charges, if any, are still billed monthly — see [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages) for details
## Currency rules
Interlinked AI uses **location-based currency**, not language-based currency. This is an important distinction:
- **Users located in Mexico** see all prices in **MXN** (Mexican peso)
- **Users located in any other country** see all prices in **USD** (US dollar)
This applies everywhere in the platform where pricing is displayed — plan selection, billing summary, invoices, and overage charges.
### Common scenarios
| User location | Panel language | Currency shown |
|--------------|---------------|---------------|
| Mexico | Spanish (`/es`) | MXN |
| Mexico | English (`/en`) | MXN |
| Spain | Spanish (`/es`) | USD |
| Argentina | Spanish (`/es`) | USD |
| United States | English (`/en`) | USD |
| Germany | English (`/en`) | USD |
Important
Browsing the panel in Spanish does not mean you will see Mexican pricing. Currency is determined by your geographic location, not your language preference. This is especially important for Spanish-speaking users outside Mexico.
Support for additional currencies — such as EUR — may be introduced in future updates. Currently, only MXN and USD are active.
## Promotional and partner codes
Users may receive promotional codes or partner codes that provide additional discounts on top of the standard billing-term discounts. Partner codes are created by participants in the [Interlinked AI Partner Program](/en/resources/docs/partner-program-overview) — when a referred customer enters a partner code during checkout, they receive a discount and the partner earns a recurring commission.
- Promotional codes are entered during the **Stripe checkout flow** when you subscribe to a plan
- If a valid code is applied, the appropriate discount is calculated and reflected in the final amount
- Promotional codes are separate from the built-in 6-month and 12-month discounts — one reduces cost based on commitment length, the other applies a code-based discount
Tip
Promotional codes and billing-term discounts can often be combined. Enter your code during checkout to see the final calculated price before confirming your subscription.
## Enterprise option
For businesses that need capabilities beyond the standard plans, Interlinked AI offers a custom **Enterprise** arrangement.
Enterprise is not a fixed self-serve plan. It is a tailored commercial agreement designed for organizations with specific requirements. See [Enterprise plan](/en/resources/docs/enterprise-plan) for a full description of what Enterprise can include and how to request it.
## Choosing the right plan
When selecting a plan, consider:
1. **Your expected conversation volume** — How many customer conversations does your AI agent handle monthly? The Free plan's 500 messages may be enough for testing, but active businesses typically need Starter or higher.
2. **Your growth trajectory** — If your messaging volume is growing, choosing a plan with more headroom reduces reliance on overage charges. A Pro or Ultra plan may be more cost-effective than a Starter plan with frequent overages.
3. **Your billing preference** — If you are confident in your commitment, a 6-month (15% off) or 12-month (25% off) billing term significantly reduces your cost.
4. **Your budget sensitivity** — Pro offers a [7-day free trial](/en/resources/docs/free-trial) so you can evaluate the higher-tier experience before committing.
## What to do next
- **Understand message consumption** — Learn exactly how messages are counted and when your usage resets. See [Usage and message limits](/en/resources/docs/usage-and-message-limits).
- **Learn about overage** — Understand what happens when you exceed your plan's included messages. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages).
- **Try Pro for free** — Start a 7-day trial of the Pro plan at no cost. See [Pro free trial](/en/resources/docs/free-trial).
- **Manage your subscription** — View your current plan, renewal date, and billing details. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
### Pro free trial
URL: https://interlinked-ai.com/en/resources/docs/free-trial
Section: Billing and usage
Summary: Learn how to activate the Pro plan free trial, what happens during the 7-day period, and when billing begins.
Last updated: 2026-08-13
## Overview
Interlinked AI offers a **7-day free trial** of the Pro plan so you can experience the full capabilities of a paid subscription before committing financially. The trial gives you access to Pro-level features and a 10,000-message allowance. The number of messages consumed is not necessarily the same as the number of conversations, so use the Usage tab as the source of truth.
This article explains what the trial includes, how to activate it, what happens during the trial period, and what to expect when the trial ends.
## What the Pro trial includes
During the 7-day trial period, you receive the same experience as a regular Pro subscriber:
- **10,000 included messages** — Your AI agent can use the Pro allowance during the trial period
- **Overage usage** — If you exceed 10,000 messages during the trial, the overage behavior of paid plans applies. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages)
- **Full feature access** — All Pro-level features are available during the trial
This allows you to test the platform under realistic business conditions rather than being limited to the Free plan's 500-message allowance.
## How to start the trial
To activate the Pro free trial:
1. Navigate to **Settings** → **Billing** at `https://panel.interlinked-ai.com/en/settings?tab=billing`
2. Select **Upgrade your plan**
3. Choose the **Pro plan**
4. Complete the Stripe checkout flow
Important
A valid credit card or payment method is required to start the trial. This is a standard practice to verify your account — Interlinked AI does not charge your card during the 7-day trial period. Billing begins only if the subscription continues after the trial ends.
### Why a payment method is required
Requiring a payment method during trial activation serves several purposes:
- **Identity verification** — It confirms that the account is associated with a real user and valid payment credentials
- **Seamless transition** — If you choose to continue with Pro after the trial, your subscription begins automatically without additional setup
- **No surprise charges** — You can cancel the subscription at any time during the trial period through the Stripe customer portal, and no charge will be made
## What happens during the trial
During the 7-day trial:
- Your plan status shows as **Pro** in the Usage and Billing tabs
- Your included message allowance is set to **10,000 messages**
- Usage is tracked normally — you can monitor it from the [Usage tab](/en/resources/docs/usage-and-message-limits)
- You can access all Pro features and configure your AI agent accordingly
- **No charge is made** to your payment method during this period
The trial period is counted as 7 calendar days from the moment you activate it. For example, if you start the trial on Monday at 2:00 PM, it ends the following Monday at 2:00 PM.
## What happens when the trial ends
When the 7-day trial period concludes, one of two things happens:
### If you keep the subscription
- Billing begins automatically using the payment method you provided during activation
- Your Pro plan continues without interruption
- Usage tracking continues seamlessly from the trial into the paid subscription
- Your billing cycle starts from the trial end date
### If you cancel before the trial ends
- No charge is made to your payment method
- Your account reverts to the Free plan (or your previous plan if applicable)
- Your included message allowance changes accordingly
- Any AI agent configuration you made during the trial remains, but feature access adjusts to match your active plan
To cancel before the trial ends, go to **Settings** → **Billing** → **Manage subscription**, which opens the Stripe customer portal where you can cancel the subscription.
Tip
If you are not sure whether you want to continue with Pro, set a calendar reminder for day 5 or 6 of your trial. This gives you time to evaluate your experience and decide before billing begins.
## Eligibility rules
The Pro free trial has the following eligibility restrictions:
- **One trial per account** — Each Interlinked AI account is eligible for the Pro free trial only once. If you have already used your trial, you cannot activate another one.
- **New subscribers only** — The trial is available for accounts that have not previously subscribed to the Pro plan.
- **Credit card required** — A valid payment method must be provided during activation. Without one, the trial cannot be started.
Note
The trial eligibility is per account, not per email address or per payment method. Creating a new account to obtain a second trial is not supported and may result in account-level restrictions.
## Frequently asked questions
### Can I switch plans during the trial?
If you want to switch from Pro to a different paid plan (such as Starter or Ultra), you can do so from the Billing tab. However, changing plans during the trial may end the trial early and begin paid billing according to the new plan. See [Upgrade, downgrade, and plan changes](/en/resources/docs/upgrade-downgrade-and-plan-changes).
### Do I get a trial for other plans?
Currently, the free trial is available only for the Pro plan. Starter and Ultra do not offer a trial period. You can start with the Free plan to test the platform at a basic level, or use the Pro trial to experience the full paid experience.
### What if I cancel and later want Pro again?
If you cancel during the trial and later decide you want Pro, you can subscribe to the Pro plan at any time from the Billing tab. However, you will not receive another free trial — billing begins immediately upon subscription.
### What happens to my data if I cancel?
Your account data, AI configuration, CRM history, and other platform data remain intact when you cancel the trial. You do not lose your setup — you simply revert to the Free plan's feature set and message limits.
## What to do next
- **Compare all plans** — Understand what each tier includes before committing. See [Plans and pricing](/en/resources/docs/plans-and-pricing).
- **Monitor your trial usage** — Track how many messages you consume during the trial to estimate your ongoing needs. See [Usage and message limits](/en/resources/docs/usage-and-message-limits).
- **Manage your subscription** — Cancel or continue your trial from the Billing tab. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
### Usage and message limits
URL: https://interlinked-ai.com/en/resources/docs/usage-and-message-limits
Section: Billing and usage
Summary: Learn how to read the Usage tab, what can increase consumption, and what happens when the included allowance is reached.
Last updated: 2026-08-13
## What is the Usage tab
The Usage tab in Settings is where you monitor your AI message consumption. It shows how many messages your AI agent has sent during the current billing period, how many messages are included in your plan, and which plan you are currently on.
This is the primary destination for questions such as:
- How many messages have I used so far?
- How many messages are left in my plan?
- What plan am I on?
- When does my usage reset?
- Why did my usage increase faster than the number of visible AI replies?
To access the Usage tab, navigate to Settings and select the **Usage** tab, or go directly to:
**https://panel.interlinked-ai.com/en/settings?tab=usage**
## What you see in the Usage tab
The Usage tab displays a clear summary of your current consumption:
| Field | Description |
|-------|-------------|
| **Messages consumed** | The number of messages your AI agent has sent in the current billing period |
| **Total included** | The total number of messages included in your current plan |
| **Current plan** | The name of the plan you are subscribed to (Free, Starter, Pro, or Ultra) |
This information allows you to understand at a glance where you stand in the current billing period. If you are approaching your included limit, you can decide whether to monitor usage more closely or consider upgrading your plan.
## Included messages per plan
Each plan comes with a fixed monthly message allowance:
| Plan | Included messages |
|------|-------------------|
| **Free** | 500 |
| **Starter** | 5,000 |
| **Pro** | 10,000 |
| **Ultra** | 25,000 |
For a detailed comparison of all plans, including pricing and billing terms, see [Plans and pricing](/en/resources/docs/plans-and-pricing).
## How usage is counted
Your plan includes a monthly usage allowance. In the panel, that allowance is summarized as **messages consumed** and **messages included**. The amount used by a conversation can vary because some customer requests require more work than a short answer.
### The simple case
A short, direct AI reply uses the smallest normal amount of usage.
Typical examples include:
- A customer asks for your business hours and the AI sends a short answer
- A customer asks whether you offer pickup and the AI replies directly
- A customer asks for your address and the AI provides it without extra steps
For many everyday conversations, usage stays close to this simple pattern.
### What can increase point usage
Usage can increase when the AI needs to do more work before it finishes the response. Common reasons include:
- **Tool-assisted actions** — The AI may need to check availability, manage a cart, verify order details, or complete another built-in action before replying.
- **Multi-step reasoning** — Some requests require the AI to review more context, compare options, or complete several internal steps to produce the final answer.
- **Longer context or longer replies** — If the AI needs to read a larger amount of conversation history or generate a more detailed answer, the interaction can consume more usage.
- **More advanced models** — Your selected AI model also affects consumption. More advanced models can use more points than lighter models for the same kind of task.
### Why the counter may move faster than visible replies
Some customer interactions require more than a basic answer. For example, the AI may need to analyze the request, use a workflow action, and then produce the final reply. When that happens, usage can grow faster than the number of visible messages in the conversation.
This can happen when the AI needs to analyze the request, use a supported workflow action, or produce a longer response. The Usage tab is the source of truth for how much of your included allowance has been consumed.
Note
Usage is not a promise that every visible reply consumes exactly one unit. Check the Usage tab when you need the current account total.
### What does not consume usage points
Not every interaction in the Interlinked AI panel counts toward your usage allowance:
- **Your own actions in the panel** — Navigating the dashboard, viewing CRM entries, managing orders, or configuring settings does not consume usage points.
- **Manual replies from the CRM** — When you take manual control of a conversation in the CRM and reply as a human agent, those replies do not count against your AI allowance.
- **Workspace actions** — Navigating the panel, reviewing records, managing orders, or changing settings does not consume AI usage.
## When usage resets
Your message usage counter resets at the start of each new billing cycle. The specific behavior depends on your plan:
### Paid plans (Starter, Pro, Ultra)
When a new billing period is paid successfully:
1. The usage counter resets to **0 messages consumed**
2. Your full included message allowance becomes available again
3. Any overage charges from the previous period are billed separately
This means your usage refreshes every month for monthly subscriptions, or every month within a longer billing term for 6-month and 12-month subscriptions.
Important
Unused messages do not roll over to the next billing period. If you use 3,000 of your 5,000 included Starter messages in a given month, the remaining 2,000 do not carry forward. Each period starts fresh.
### Free plan
The Free plan's 500-message allowance follows the same reset logic. When the billing period renews, the counter resets and you receive a fresh 500-message allowance.
## What happens when you reach your limit
The behavior when your included messages are exhausted depends on whether you are on a free or paid plan:
### Free plan
When you consume all 500 included messages on the Free plan, the AI agent pauses. It will not send additional responses until the next billing period resets your allowance or you upgrade to a paid plan.
### Paid plans
Paid plans include **automatic overage usage**, which means your AI agent does not stop when you reach the included limit. Instead, it continues operating and extra messages are billed separately at the overage rate for your plan.
This behavior exists to protect business continuity. If your AI agent handles sales, customer support, lead qualification, or appointment scheduling, an abrupt halt in mid-conversation could disrupt critical workflows.
For full details on overage pricing and billing, see [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages).
## Monitoring your usage effectively
Here are practical recommendations for managing your message consumption:
1. **Check the Usage tab regularly** — Make it part of your routine to review your consumption, especially during high-traffic periods.
2. **Watch for approaching limits** — If you are consistently reaching 80–90% of your included messages before the end of your billing period, consider upgrading to the next plan. It may be more cost-effective than relying on overage.
3. **Understand your conversation patterns** — Some businesses have seasonal peaks (holidays, product launches, promotional campaigns) that temporarily increase AI activity. Plan your subscription accordingly.
4. **Review overage charges** — If you are on a paid plan, check your invoice history in the [Billing](/en/resources/docs/billing-and-subscription-management) tab to understand how much overage you are generating each month.
## What to do next
- **Compare plans** — See which plan best fits your usage pattern. See [Plans and pricing](/en/resources/docs/plans-and-pricing).
- **Understand overage** — Learn how extra messages work and what they cost. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages).
- **Review your billing** — Check your subscription status, renewal date, and invoices. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
### Overage usage and extra messages
URL: https://interlinked-ai.com/en/resources/docs/overage-usage-and-extra-messages
Section: Billing and usage
Summary: Learn what happens when your AI agent exceeds your plan's included messages, how overage pricing is calculated, and why automatic overage helps protect business continuity.
Last updated: 2026-04-21
## What is overage usage
Overage usage is the mechanism that allows your Interlinked AI agent to continue operating after your plan's included monthly message allowance has been exhausted. Instead of abruptly stopping when the limit is reached, the AI continues sending responses and the additional messages are billed separately at a per-message overage rate.
This behavior applies automatically to all paid plans (Starter, Pro, and Ultra). You do not need to enable it — when you subscribe to a paid plan, overage is part of the subscription.
Note
The Free plan does not include overage usage. When a Free plan account exhausts its 500 included messages, the AI agent pauses until the next billing period or until the user upgrades to a paid plan.
## Why overage exists
The purpose of overage is to protect business continuity. If your business depends on Interlinked AI for customer-facing interactions — sales inquiries, support conversations, lead qualification, appointment scheduling — an abrupt service stop in the middle of active conversations could be disruptive and costly.
Consider these scenarios:
- **A customer is in the middle of placing an order** — Your AI agent has walked the customer through product selection, added items to the cart, and collected shipping details. If the agent stops responding at that moment because the message limit was hit, the sale is lost.
- **A lead is being qualified for an appointment** — The AI has gathered key information and is about to confirm a booking time. A sudden stop means the qualified lead may never return.
- **Your business is running a promotion** — A marketing campaign drives higher-than-usual traffic to your messaging channels. Without overage, all conversations beyond your plan limit would go unanswered during your busiest period.
Overage ensures that none of these situations lead to lost revenue or a degraded customer experience. The extra messages are billed at a transparent per-message rate so you can evaluate the cost-benefit of your plan choice.
## Overage pricing
Overage rates differ depending on your billing currency and plan tier.
### USD accounts
For accounts billed in USD (users located outside Mexico), overage pricing is straightforward:
| Plan | Overage rate |
|------|-------------|
| **Starter** | $0.01 USD per extra message |
| **Pro** | $0.01 USD per extra message |
| **Ultra** | $0.01 USD per extra message |
All paid plans share the same per-message overage rate in USD.
### MXN accounts
For accounts billed in MXN (users located in Mexico), overage pricing varies by plan tier — higher plans receive a lower overage rate:
| Plan | Overage rate |
|------|-------------|
| **Starter** | $0.20 MXN per extra message |
| **Pro** | $0.10 MXN per extra message |
| **Ultra** | $0.05 MXN per extra message |
Tip
If you are on a Starter plan in Mexico and regularly generating overage, upgrading to Pro or Ultra not only increases your included message allowance but also reduces the cost of each extra message. This can significantly lower your total monthly spend.
### Practical overage cost examples
To help you understand the financial impact, here are some example scenarios:
**USD account on Starter (5,000 included messages):**
- You consume 6,200 messages in a month
- 1,200 extra messages × $0.01 = **$12.00 USD** in overage charges
- That $12.00 is billed in addition to your Starter subscription price
**MXN account on Pro (10,000 included messages):**
- You consume 11,500 messages in a month
- 1,500 extra messages × $0.10 MXN = **$150.00 MXN** in overage charges
- That $150.00 MXN is billed in addition to your Pro subscription price
**MXN account on Ultra (25,000 included messages):**
- You consume 28,000 messages in a month
- 3,000 extra messages × $0.05 MXN = **$150.00 MXN** in overage charges
- Even with 3,000 extra messages, the Ultra overage rate keeps the additional cost relatively low
## When overage charges are billed
This is one of the most important rules to understand about overage:
**Overage charges are billed monthly, regardless of your subscription billing term.**
This means:
- If you are on a **monthly** subscription, overage is billed at the end of each monthly period alongside your subscription.
- If you are on a **6-month** subscription, your subscription fee was paid upfront for the full 6-month term, but overage charges for any extra messages are still billed at the end of each individual month.
- If you are on a **12-month** subscription, the same rule applies — subscription is prepaid annually, but overage is settled monthly.
Important
Do not assume that overage charges accumulate until your next subscription renewal. Even on a 12-month plan, extra message costs appear on your invoice every month. Review your invoice history regularly to monitor overage.
## How overage appears on your account
When overage occurs during a billing period:
1. **The Usage tab continues to increment** — Your consumed messages count will exceed your included allowance (for example, 5,800 of 5,000 included on Starter).
2. **A separate invoice line item** — Overage charges appear as a distinct entry on your invoice, separate from your subscription fee.
3. **Monthly billing cycle** — The overage amount for that month is charged to your default payment method at the end of the monthly period.
You can review all overage charges in the **Invoice history** section of the Billing tab. See [Payment methods and invoices](/en/resources/docs/payment-methods-and-invoices) for more information.
## Managing overage effectively
Here are strategies to keep your overage costs predictable:
### Monitor usage proactively
Check the [Usage tab](/en/resources/docs/usage-and-message-limits) regularly during the billing period. If you see that you are approaching your included limit well before the period ends, you have time to evaluate your options.
### Consider upgrading your plan
If you consistently generate overage every month, upgrading to the next plan tier may be more cost-effective. Compare the cost of your current plan plus typical overage charges against the price of the next plan:
- If you are on Starter and regularly use 7,000+ messages, Pro's 10,000 included messages may save you money.
- If you are on Pro and regularly use 15,000+ messages, Ultra's 25,000 included messages with a lower MXN overage rate becomes attractive.
See [Plans and pricing](/en/resources/docs/plans-and-pricing) for a full plan comparison.
### Evaluate your billing term
Longer billing terms (6-month or 12-month) reduce your per-month subscription cost. If you pair a higher plan with a longer term, you get both more included messages and a lower effective subscription rate — giving you the best balance between included allowance and cost.
### For high-volume businesses
If your message consumption consistently exceeds 25,000 messages per month, or if you need predictable pricing for very high volumes, consider the [Enterprise plan](/en/resources/docs/enterprise-plan). Enterprise agreements can include custom message volumes and pricing tailored to your specific operational needs.
## What to do next
- **Check your current usage** — See where you stand in the current billing period. See [Usage and message limits](/en/resources/docs/usage-and-message-limits).
- **Compare plan options** — Evaluate whether upgrading would reduce your total monthly cost. See [Plans and pricing](/en/resources/docs/plans-and-pricing).
- **Review your invoices** — Check past overage charges and download invoice PDFs. See [Payment methods and invoices](/en/resources/docs/payment-methods-and-invoices).
- **Manage your subscription** — Upgrade your plan or adjust your billing term. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
### Billing and subscription management
URL: https://interlinked-ai.com/en/resources/docs/billing-and-subscription-management
Section: Billing and usage
Summary: Learn how to review your subscription summary, understand billing durations and discounts, manage your subscription through Stripe, and handle payment failures.
Last updated: 2026-04-21
## What is the Billing tab
The Billing tab is where you manage the financial side of your Interlinked AI subscription. It provides a centralized view of your current plan, billing details, and subscription actions. This is the tab you visit when you need to answer questions such as:
- What plan am I subscribed to?
- How much am I paying?
- When does my plan renew?
- How do I cancel or change plans?
- Where can I manage my subscription?
To access the Billing tab, navigate to **Settings** → **Billing**, or go directly to:
**https://panel.interlinked-ai.com/en/settings?tab=billing**
## Current subscription summary
At the top of the Billing tab, you see a summary card with the key details of your active subscription:
| Field | Description |
|-------|-------------|
| **Current plan** | The name of your active plan (Free, Starter, Pro, or Ultra) |
| **Billing duration** | Your selected billing term (Monthly, 6 months, or 12 months) |
| **Current price** | The amount you are paying for the subscription, including any applied discounts |
| **Renewal date** | The date when your current billing term ends and your subscription renews |
This summary gives you a quick snapshot of your subscription status without needing to navigate to external billing portals.
## Subscription durations and discounts
Interlinked AI offers three billing durations for all paid plans. Longer commitments come with automatic built-in discounts:
| Duration | Discount | How it works |
|----------|----------|-------------|
| **Monthly** | None | Pay the standard monthly price. Renews every month. |
| **6 months** | **15% off** | Pay upfront for 6 months at a reduced rate. Renews every 6 months. |
| **12 months** | **25% off** | Pay upfront for 12 months at the lowest rate. Renews annually. |
These discounts apply automatically based on the billing term you select during subscription. They are separate from any promotional or partner codes you may apply — see "[Promotional and partner codes](#promotional-and-partner-codes)" below.
### How discounts are calculated
The discount is applied to the per-month rate and then multiplied by the number of months in the term. For example:
- If the standard monthly price for Pro is $X/month
- A 6-month term applies a 15% discount → you pay $X × 0.85 × 6
- A 12-month term applies a 25% discount → you pay $X × 0.75 × 12
The discounted total is charged upfront at the start of each billing term.
## Promotional and partner codes
In addition to billing-term discounts, Interlinked AI supports promotional and partner codes that can provide further savings. Partner codes are generated through the [Partner Program](/en/resources/docs/partner-program-overview) — they give referred customers a discount while earning the partner a recurring commission.
- Codes are entered during the **Stripe checkout flow** when you subscribe to or change a plan
- If a valid code is applied, the appropriate discount is reflected in the final price before you confirm
- Promotional codes and billing-term discounts are independent mechanisms — one is commitment-based, the other is code-based
Tip
If you have received a promotional code from an Interlinked AI partner or campaign, enter it during the Stripe checkout to see the final adjusted price. The code discount is calculated on top of any billing-term discount you already selected.
## Manage subscription
The Billing tab includes a **Manage subscription** action. Clicking it redirects you to the **Stripe customer portal**, a secure external page hosted by Stripe where you can perform subscription management actions.
From the Stripe customer portal, you can:
- **Cancel your subscription** — End your plan at the end of the current billing term
- **View your billing history** — See past charges and payment details
- **Update subscription details** — Manage other Stripe-level account settings
Note
Some subscription actions — such as cancellation — are completed through Stripe's secure portal rather than inside the Interlinked AI panel. This is by design, as Stripe provides additional security and verification steps for billing-sensitive operations.
## Upgrade your plan
The Billing tab also includes an **Upgrade your plan** action. Selecting it opens a modal within the Interlinked AI panel that allows you to change your subscription plan.
From this modal, you can:
- View the available plans and their included message allowances
- Select a new plan and billing duration
- Apply a promotional code if applicable
- Confirm the change
Plan changes do not all behave the same way. Upgrades and downgrades follow different rules — see [Upgrade, downgrade, and plan changes](/en/resources/docs/upgrade-downgrade-and-plan-changes) for a detailed explanation.
## Renewal and billing cycle behavior
Your subscription renews automatically based on the billing duration you selected:
- **Monthly plans** renew every 30 days
- **6-month plans** renew every 6 months
- **12-month plans** renew every 12 months
When your subscription renews successfully:
1. The renewal charge is applied to your default payment method
2. Your included message allowance refreshes for the new billing period
3. Your [Usage counter](/en/resources/docs/usage-and-message-limits) resets to 0
The renewal date displayed in the Billing tab tells you exactly when the next charge will occur.
## Payment failure and retry behavior
If a payment fails during renewal or overage billing, the platform does not immediately cancel your subscription. Instead, it employs a retry mechanism:
- The system can retry billing collection up to **3 times**
- Retries occur approximately **once per day**
This gives you time to resolve payment issues — such as updating an expired card, contacting your bank, or ensuring sufficient funds — without losing immediate access to your subscription.
Important
A failed payment does not mean immediate cancellation. However, if all retry attempts fail, your subscription status and access may be affected. Make sure you always have a valid payment method on file. See Payment methods and invoices.
### What to do when a payment fails
If you receive a notification about a failed payment:
1. **Check your payment method** — Go to the Billing tab → Payment methods and verify that your default card is valid and not expired.
2. **Update or add a new card** — If the card on file is outdated, add a new one and set it as the default.
3. **Contact your bank** — Some payment failures are caused by bank-side holds or security blocks. Confirm with your bank that the charge from Stripe is authorized.
4. **Wait for the retry** — The system will automatically retry the charge. You can also trigger a manual payment from the Stripe customer portal.
## Security and billing trust
All billing, credit card handling, invoices, and payment processing in Interlinked AI are **secured through Stripe**. Interlinked AI does not store full credit card details. When you enter your payment information, it is transmitted directly to and stored by Stripe using their PCI-compliant infrastructure.
This means:
- Your card details are never stored on Interlinked AI servers
- All payment processing follows Stripe's industry-standard security practices
- You can manage your payment methods with confidence that your data is handled securely
## What to do next
- **Change your plan** — Learn how upgrades, downgrades, and proration work. See [Upgrade, downgrade, and plan changes](/en/resources/docs/upgrade-downgrade-and-plan-changes).
- **Manage payment methods and invoices** — Add cards, change your default, and download invoices. See [Payment methods and invoices](/en/resources/docs/payment-methods-and-invoices).
- **Compare plans** — Review all available plans and their pricing. See [Plans and pricing](/en/resources/docs/plans-and-pricing).
- **Check overage charges** — Understand how extra messages affect your billing. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages).
---
### Upgrade, downgrade, and plan changes
URL: https://interlinked-ai.com/en/resources/docs/upgrade-downgrade-and-plan-changes
Section: Billing and usage
Summary: Understand the rules for upgrading, downgrading, and switching between Interlinked AI plans, including immediate upgrades, deferred downgrades, and proration.
Last updated: 2026-04-21
## Overview
Changing your Interlinked AI subscription plan is straightforward, but not all changes behave the same way. Understanding the rules for upgrades, downgrades, and billing-term compatibility helps you make informed decisions and set correct expectations about when changes take effect and how your billing is adjusted.
This article covers the specific mechanics of each type of plan change.
## How to change your plan
To change your subscription plan:
1. Navigate to **Settings** → **Billing** at `https://panel.interlinked-ai.com/en/settings?tab=billing`
2. Click **Upgrade your plan**
3. Select the new plan and billing duration you want
4. Apply a promotional code if applicable
5. Confirm the change
The plan selection modal shows the available options and lets you review the price before confirming.
## Upgrade behavior
When you move to a **higher** plan (for example, from Starter to Pro, or from Pro to Ultra):
- **The change takes effect immediately.** You do not wait until the end of your current billing term.
- Your included message allowance updates to the new plan's higher limit right away.
- Billing is adjusted accordingly — see "[How proration works](#how-proration-works)" below.
### Why upgrades are immediate
Immediate upgrades ensure that you get access to the higher message allowance and any additional features as soon as you need them. If your business is growing and your current plan's message limit is no longer sufficient, waiting until the end of a billing term would mean operating with overage charges in the interim.
### Example
You are on the **Starter plan** (5,000 messages, monthly billing) and you have used 3,200 messages with 12 days remaining in the current period. You decide to upgrade to **Pro** (10,000 messages).
- The upgrade takes effect **today**
- Your included message allowance increases to **10,000 messages**
- The billing system calculates proration based on the unused portion of your Starter subscription (see below)
- You are charged the difference between what you already paid and what the Pro plan costs for the remainder of this period
## Downgrade behavior
When you move to a **lower** plan (for example, from Ultra to Pro, or from Pro to Starter):
- **The downgrade does not take effect immediately.**
- Your current plan remains active until the end of the current billing term.
- The lower plan begins only after the current term has fully elapsed.
### Why downgrades are deferred
Deferred downgrades protect you from losing access to features and message allowances you have already paid for. Since you paid for your current plan through the end of the billing term, you continue to receive the full benefits of that plan until the term concludes.
### Example
You are on the **Pro plan** with a 6-month billing term. Three months in, you decide to downgrade to **Starter**.
- Pro remains active for the remaining **3 months** of your 6-month term
- Your included message allowance stays at **10,000 messages** per month during this period
- When the 6-month term ends, your plan switches to **Starter**
- From that point forward, your included allowance becomes **5,000 messages** per month
- Billing adjusts to the Starter plan rate at the new term
Note
If you downgrade and then change your mind, you can upgrade again at any time. Upgrades take effect immediately, regardless of any pending downgrade.
## Billing-term compatibility restrictions
Not every combination of plan and billing duration can be changed directly. Some plan changes are restricted by billing-term compatibility.
For example:
- A user on **Starter for 6 months** may not be able to switch directly to **Ultra for 1 month**
- A user on a **12-month term** may have restrictions on which shorter-term options are available as a direct switch
These restrictions exist to maintain billing consistency and prevent conflicts between prepaid terms and new billing cycles.
Important
If you encounter a restriction when trying to change plans, it means the specific combination of plan and billing term is not available as a direct switch from your current subscription. In such cases, you may need to wait until your current term ends, or contact support for assistance with complex plan changes.
### What to do if a plan change is restricted
If you want to make a plan change that is not available directly:
1. **Check your current billing term** — Your current term length may be limiting the available options.
2. **Consider upgrading first** — Upgrades have fewer restrictions than downgrades because they take effect immediately.
3. **Wait for term renewal** — At the end of your current billing term, all plan and duration combinations become available again.
4. **Use the Stripe portal** — Some complex changes can be handled through the Stripe customer portal. Access it from **Settings** → **Billing** → **Manage subscription**.
5. **Contact support** — For plan changes that require manual handling, reach out to Interlinked AI support.
## How proration works
When you make a **supported plan change**, the platform takes your prior payment into account. This process is called **proration**.
Proration means:
- The amount of money you have already paid is not ignored
- The amount of time you have already used in the current billing period is calculated
- The remaining monetary value from your current plan is applied toward the cost of the new plan
### Practical explanation
Think of it like this. If you paid $100 for a monthly plan and you upgrade after 15 days (halfway through the period), you have "used" approximately $50 worth of your current plan. The remaining $50 of unused value is credited toward the cost of the new plan for the rest of the period.
This ensures that plan changes are financially fair — you do not pay twice for the same period, and you are not penalized for making a mid-term change when you need more capacity.
Tip
Proration calculations are handled automatically by the billing system. You will see the adjusted amount on your next invoice. If you want to understand the exact calculation for your change, review the invoice details in the Payment methods and invoices section.
### When proration does not apply
- **Downgrades** — Since downgrades take effect at the end of the current term, there is no mid-term adjustment. You continue using (and paying for) the current plan until the term ends.
- **Restricted changes** — If a direct plan change is not available, proration does not come into play because the change cannot be processed.
## Summary of plan change rules
| Scenario | When it takes effect | Proration | Restrictions |
|----------|---------------------|-----------|--------------|
| **Upgrade** (lower → higher plan) | Immediately | Yes — prior payment is credited | Minimal restrictions |
| **Downgrade** (higher → lower plan) | End of current billing term | No — current plan runs to completion | Some billing-term restrictions |
| **Same-tier change** (different duration) | Depends on direction | May apply | Billing-term compatibility rules |
## What to do next
- **Review your billing status** — Check your current plan, term, and renewal date. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
- **Compare plan options** — Evaluate plans side by side before making a change. See [Plans and pricing](/en/resources/docs/plans-and-pricing).
- **Check your invoices after a change** — See the proration details on your next invoice. See [Payment methods and invoices](/en/resources/docs/payment-methods-and-invoices).
---
### Payment methods and invoices
URL: https://interlinked-ai.com/en/resources/docs/payment-methods-and-invoices
Section: Billing and usage
Summary: Learn how to add and manage payment methods, change your default card, download invoices, and understand payment statuses in Interlinked AI.
Last updated: 2026-04-21
## Overview
The Billing tab in Settings includes two important areas for managing the financial operations of your Interlinked AI account: **Payment methods** and **Invoice history**. Together, these sections let you control how you pay for your subscription and review every charge that has been made.
This article covers how to add and manage credit cards, the minimum payment method rule for subscribers, how to navigate your invoice history, and how to download invoice documents.
## Payment methods
The Payment methods section of the Billing tab is where you manage the credit cards associated with your Interlinked AI account.
### What you can do
From this section, you can:
- **Add a new card** — Add a credit or debit card to your account by entering the card details through the secure Stripe-powered form
- **Change the default card** — If you have multiple cards on file, select which one should be used for subscription renewals, overage charges, and other billing events
- **View existing cards** — See the last four digits and expiration date of each card on file
### Adding a new card
To add a new payment method:
1. Navigate to **Settings** → **Billing** at `https://panel.interlinked-ai.com/en/settings?tab=billing`
2. Scroll to the **Payment methods** section
3. Click **Add a new card**
4. Enter your card details in the secure form
5. Confirm the addition
The new card is stored securely through Stripe. Interlinked AI does not store your full credit card number — it is transmitted directly to and managed by Stripe's PCI-compliant infrastructure.
### Changing the default card
If you have multiple payment methods on file, the default card is the one that will be charged for:
- Subscription renewals
- Overage charges
- Any other billing events
To change your default card, select the card you want to use as the primary payment method from the Payment methods section.
Tip
If your current card is about to expire, add a new card and set it as the default before the expiration date. This prevents payment failures on your next renewal. See Billing and subscription management for details on payment failure handling.
### Minimum payment method rule
One of the most important rules to understand about payment methods:
**If you have an active paid subscription, there must always be at least one valid payment method on file.**
This means:
- You cannot remove your only card while you have an active Starter, Pro, or Ultra subscription
- If you want to remove a card, you must first add a different card as a replacement
- This rule ensures that subscription renewals and overage charges can always be processed
Important
A subscribed account cannot have zero payment methods. If you need to change your card, add the new card first so that a valid payment method always remains on file. Then you can remove the old card if desired.
### Free plan accounts
If your account is on the Free plan (no active paid subscription), the minimum payment method rule does not apply. You can add or remove cards freely since no charges are being processed.
## Invoice history
The Invoice history section provides a table of every billing event associated with your account. This includes subscription charges, overage billing, and any other financial transactions.
### What the table shows
Each row in the invoice history table displays:
| Column | Description |
|--------|-------------|
| **Invoice** | An identifier or reference for the billing event |
| **Date** | The date the invoice was generated |
| **Amount** | The total amount charged, in your billing currency (USD or MXN) |
| **Status** | The current status of the invoice |
### Invoice statuses
You may see the following statuses on your invoices:
| Status | Meaning |
|--------|---------|
| **Paid** | The charge was processed successfully and the payment has been received |
| **Pending** | The invoice has been generated but the payment has not been fully processed yet |
| **Canceled** | The invoice or associated charge was canceled — no payment was collected |
### Downloading invoice PDFs
You can download individual invoices as PDF documents from the Invoice history table. Each invoice PDF includes:
- Detailed line items (subscription charges, overage charges, applied discounts)
- The billing period covered
- The total amount charged
- Payment method used
These PDFs are useful for accounting, expense reporting, and tax documentation.
Tip
Download your invoices monthly for your business records. The Invoice history table keeps a complete history, but having PDF copies in your accounting system ensures you always have documentation readily available.
### What appears on invoices
Your invoices can include several types of charges:
- **Subscription charges** — The recurring cost of your plan (monthly, 6-month, or 12-month)
- **Overage charges** — Extra message costs beyond your included allowance. These appear as separate line items. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages)
- **Proration credits or charges** — When you upgrade mid-term, the prorated amount appears on the invoice. See [Upgrade, downgrade, and plan changes](/en/resources/docs/upgrade-downgrade-and-plan-changes)
- **Promotional discounts** — If a promotional or partner code was applied, the discount is reflected on the relevant invoice
## Currency on invoices
All invoice amounts are displayed in your billing currency:
- **MXN** for accounts located in Mexico
- **USD** for accounts located in any other country
This matches the currency shown everywhere else in the platform. See [Plans and pricing — currency rules](/en/resources/docs/plans-and-pricing) for more details on how billing currency is determined.
## Billing security
All payment processing in Interlinked AI is handled through **Stripe**, one of the most widely trusted payment infrastructure providers in the world.
Key security points:
- **Full credit card numbers are not stored by Interlinked AI** — Card details are transmitted directly to Stripe's servers
- **PCI-DSS compliant** — Stripe maintains the highest level of payment security certification
- **Encrypted transmission** — All card data is transmitted over encrypted connections
- **Secure portal** — Subscription management actions like cancellation are handled through Stripe's own secure portal
You can manage your payment methods with confidence that your financial data is protected by industry-leading security infrastructure.
## What to do next
- **Review your billing details** — Check your current plan, renewal date, and subscription status. See [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
- **Understand overage charges** — Learn how extra messages are priced and billed. See [Overage usage and extra messages](/en/resources/docs/overage-usage-and-extra-messages).
- **Change your plan** — Upgrade or downgrade your subscription. See [Upgrade, downgrade, and plan changes](/en/resources/docs/upgrade-downgrade-and-plan-changes).
---
### Enterprise plan
URL: https://interlinked-ai.com/en/resources/docs/enterprise-plan
Section: Billing and usage
Summary: Understand what an Enterprise conversation covers and which business requirements to prepare before contacting the Interlinked team.
Last updated: 2026-08-13
## What Enterprise is
Enterprise is a tailored commercial plan for organizations whose team size, conversation volume, workspace structure, support needs, or rollout requirements do not fit a standard self-serve plan.
It is not a fixed package with one public price. The Interlinked team reviews your requirements and confirms the available features, limits, service level, onboarding, and commercial terms for your organization.
## Who should consider Enterprise
Enterprise may be a fit when you need:
- More workspace members or larger support teams.
- Higher or more predictable conversation capacity.
- Several brands, business units, or locations managed together.
- A coordinated rollout across teams or regions.
- Dedicated onboarding and an agreed support process.
- A tailored set of connected channels, agents, automations, storefronts, services, or payment workflows.
The right plan depends on how your organization operates, not only on message volume.
## What an Enterprise discussion can cover
The Interlinked team can review:
| Area | Questions to answer |
| --- | --- |
| **Workspace structure** | How many businesses, brands, locations, and teams need access? |
| **Agent operations** | How many agents and customer journeys do you expect to run? |
| **Conversation volume** | What is your normal volume and what peaks should the plan handle? |
| **Channels** | Which customer channels need to be connected and by which teams? |
| **Commerce and services** | Do you need product sales, storefronts, appointments, quotes, or service requests? |
| **Team operations** | Which people need to review conversations, approvals, tasks, payments, or orders? |
| **Onboarding and support** | What launch date, training, and ongoing support does your team need? |
Availability and limits are confirmed during the commercial review. Do not assume that a standard-plan feature, limit, or integration is included in Enterprise without written confirmation.
## Enterprise compared with standard plans
| Standard plans | Enterprise |
| --- | --- |
| Public plan options and published limits | Requirements-based configuration and agreed limits |
| Self-serve billing and plan changes | Commercial review with the Interlinked team |
| Standard onboarding path | Coordinated onboarding when included in the agreement |
| Standard support path | Support arrangement defined for the organization |
| One workspace structure per plan | Workspace and team structure reviewed for your use case |
## Prepare for a conversation
Before contacting the Interlinked team, prepare:
- The number of businesses, brands, and locations.
- The number of team members who need access.
- Expected average and peak conversation volume.
- The customer channels and workflows you plan to use.
- Your product, service, storefront, payment, and automation requirements.
- Your target launch date and rollout phases.
- Any approval, training, or support expectations.
This information helps the team recommend a clear scope and avoid assumptions about what the plan includes.
## What happens next
1. Share your organization’s requirements with the Interlinked team.
2. Review the proposed scope, limits, onboarding, support, and commercial terms.
3. Confirm which workspaces and features are included.
4. Follow the agreed onboarding plan.
For current self-serve options, see [Plans and pricing](/en/resources/docs/plans-and-pricing). For subscription changes and invoices, see [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
## Account management
### Settings overview
URL: https://interlinked-ai.com/en/resources/docs/settings-overview
Section: Account management
Summary: Learn what each Settings tab controls and which workspace actions belong in People or Business settings.
Last updated: 2026-08-13
## What Settings is for
Open **Settings** from the profile menu when you need to manage account-level
information, workspace context, subscription details, or security. The page
uses tabs so these areas stay together without turning every task into a
separate screen.
To access it:
1. Start from the panel dashboard.
2. Open your profile menu in the top-right corner.
3. Select **Settings**.
The selected tab is reflected in the Settings URL, for example:
`/en/settings?tab=accountinfo`. The language prefix changes with the panel
language.
## Settings tabs
The current Settings area has eight tabs:
| Tab | Route | What it manages |
| --- | --- | --- |
| **Usage** | `?tab=usage` | Message consumption, limits, and usage information. |
| **Billing** | `?tab=billing` | Subscription, payment method, invoices, and billing actions. |
| **Members** | `?tab=members` | An alternate entry to workspace people and invitations. The canonical access page is **People**. |
| **Business** | `?tab=business` | Active workspace name and service status, plus available businesses and switching. |
| **Account information** | `?tab=accountinfo` | Editable name, company, phone, and read-only email. |
| **Security** | `?tab=security` | Two-factor authentication and access-related security information. |
| **Notifications** | `?tab=notifications` | News, billing, and security-alert controls shown by the panel. |
| **Account settings** | `?tab=account` | Member-since information, email, login method, and account-level guidance. |
All tabs are part of the same Settings page. A tab changes the visible content;
it does not change the active organization or workspace.
## Members and Business are workspace controls
The **Members** tab and the **Business** tab are easy to confuse with personal
account settings:
- Use **Members** or the main **People** page to invite teammates, assign roles,
review pending invitations, and remove access. See [Manage workspace people
and invitations](/en/resources/docs/manage-workspace-people-and-invitations).
- Use **Business** to review the active workspace name, service status, and the
businesses available to your account. See [Understand organizations and
workspaces](/en/resources/docs/understand-organizations-and-workspaces).
The **Account information** tab is different: it edits your personal profile
fields and the company field associated with your account. See [Account
information](/en/resources/docs/account-information) for the distinction.
## Choose the right tab
- To check messages or plan usage, open **Usage**.
- To change a subscription or review invoices, open **Billing**.
- To change who can access the workspace, use **People** or **Members**.
- To switch businesses or pause service, open **Business**.
- To update your name, company, or phone, open **Account information**.
- To enable or disable 2FA, open **Security**.
- To review communication controls, open **Notifications**.
- To understand how you sign in, open **Account settings**.
The panel’s current label, permission message, and entitlement state are the
source of truth for actions that may not be available to every workspace.
## What to do next
- **Manage access** — [Manage workspace people and invitations](/en/resources/docs/manage-workspace-people-and-invitations).
- **Update identity** — [Account information](/en/resources/docs/account-information).
- **Secure sign-in** — [Security and two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
- **Review billing** — [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
---
### Account information
URL: https://interlinked-ai.com/en/resources/docs/account-information
Section: Account management
Summary: Edit your name, company, and phone number while keeping the account email and workspace identity distinctions clear.
Last updated: 2026-08-13
## What the Account information tab is for
Open **Settings** → **Account information** to review and update the profile
details associated with your account. The current page lets you edit your name,
company, and phone number. Your sign-in email is shown for reference but is
read-only.
You can open the page directly at:
`/en/settings?tab=accountinfo`. The language prefix changes with the panel
language.
## Update your profile details
1. Open **Account information** from Settings.
2. Edit **Name**, **Company**, or **Phone**.
3. Select **Save** and wait for the panel to confirm the update.
The values should reflect the person and business context represented by this
account. If the update does not appear immediately, refresh the page before
trying again and check that you are in the expected workspace.
## Understand the fields
| Field | Current behavior |
| --- | --- |
| **Name** | Editable account profile name. |
| **Company** | Editable company or business value associated with the account profile. |
| **Phone** | Editable phone value. |
| **Email** | Read-only sign-in email shown by the account. |
The **Company** field is not the same thing as every business label in the
product. Use [Business settings](/en/resources/docs/understand-organizations-and-workspaces)
to manage the active workspace name and service status, and use [Company
information and agent identity](/en/resources/docs/company-information-and-agent-identity)
when the question is about the customer-facing agent identity.
## Why the email is read-only here
The email shown on this page is the account identifier used by the available
sign-in method. The Account information form does not provide an email-editing
control. Do not treat the displayed email as an editable profile field or
assume that changing the Company value changes the login identity.
If the email on the account is incorrect or access needs to move to another
person, review [Manage sign-in and password](/en/resources/docs/manage-sign-in-and-password)
and use a verified support path when the product provides one. Avoid creating a
second account until you understand the effect on workspace ownership,
channels, billing, and data.
## Profile image
The profile image shown in the panel may come from the connected Google account.
The current Account information form does not provide an image-upload control.
If the image is managed by Google, update it in the Google account and allow the
panel to refresh it.
## What to do next
- **Manage the active business context** — Read [Understand organizations and workspaces](/en/resources/docs/understand-organizations-and-workspaces).
- **Review login details** — Read [Manage sign-in and password](/en/resources/docs/manage-sign-in-and-password).
- **Enable stronger protection** — Read [Security and two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
- **Control communication preferences** — Read [Notification preferences](/en/resources/docs/notification-preferences).
---
### Notification preferences
URL: https://interlinked-ai.com/en/resources/docs/notification-preferences
Section: Account management
Summary: Use Notifications to review communication controls without assuming that every visible toggle has the same persistence behavior.
Last updated: 2026-08-13
## What Notifications shows
Open **Settings** → **Notifications** to review the communication controls
currently shown by the panel. The page has switches for:
- **News and product updates**;
- **Billing and payments**; and
- **Security alerts**.
You can open it directly at `/en/settings?tab=notifications`. The language
prefix changes with the panel language.
## Understand the categories
| Control | What it is intended to cover |
| --- | --- |
| **News and product updates** | Product announcements and other non-operational updates when the preference is available. |
| **Billing and payments** | Billing-related communication shown by the account. |
| **Security alerts** | Security-related notices that help you identify important account events. |
Keep security alerts enabled unless you have a specific reason not to. A
preference control should not be treated as permission to ignore a security
message displayed directly in the panel or sign-in flow.
## Save and verify the result
1. Open **Notifications** from Settings.
2. Review the current values before changing them.
3. Toggle the category you want to change.
4. Select **Save** when the panel provides the action.
5. Reopen the tab later to verify that the value remains as intended.
The current Notifications screen confirms persistence for the Security alerts
preference. The News and Billing controls are visible, but their complete save
and persistence behavior needs validation in the current running product.
NEEDS VALIDATION
The controls and delivery rules may change with the account version or notification service. Use the current Notifications screen and verify after saving.
## Preference-based messages and required messages
Do not assume that turning off a preference stops every email or account
message. Some messages may be required to operate an account, confirm a billing
event, or protect access. The current panel does not provide a complete public
catalog of every message type, so this article does not promise that a specific
transactional message can be disabled.
For billing context, see [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
For account security, see [Security and two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
## What to do next
- **Check the receiving address** — Review the read-only email in [Account information](/en/resources/docs/account-information).
- **Protect the account** — Enable [two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
- **Return to navigation** — See [Settings overview](/en/resources/docs/settings-overview).
---
### Delete or disconnect your account
URL: https://interlinked-ai.com/en/resources/docs/delete-or-disconnect-your-account
Section: Account management
Summary: Review account-lifecycle consequences without relying on destructive controls that are not currently exposed in the panel.
Last updated: 2026-08-13
## Read this before changing account access
Deleting an account or changing its sign-in relationship can affect access to
workspace data, agents, channels, products, services, orders, conversations,
billing history, and other records. Treat either decision as an account
lifecycle change, not as a normal profile edit.
The current source-reviewed Account settings screen shows account metadata and
guidance, but it does not expose a completed self-service **Delete account** or
**Disconnect Google** control. This article therefore does not invent click
steps for buttons that are not currently visible.
NEEDS VALIDATION
Deletion and Google-disconnection behavior must be confirmed against the current product support path before publication as a self-service flow. Follow the controls and message shown in your account.
## If you are considering account deletion
Before requesting deletion or closing the account:
1. Confirm which organization and workspace you are asking about.
2. Review your active plan, invoices, and any pending billing issue in [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
3. Download or otherwise retain business records you are allowed to keep, such
as catalog source files and operational reports.
4. Tell workspace members what will happen to their access and reassign any
CRM leads that must continue receiving follow-up.
5. Disconnect or change customer-facing channels only through their supported
connection flow.
6. Use the verified support or account action currently shown by Interlinked and
ask what data, subscription, and workspace ownership effects will apply.
Do not assume that removing a person from **People**, pausing service, or
canceling a subscription deletes the account. Those are different actions.
## If you are considering Google disconnection
Disconnecting Google sign-in can change how you authenticate. Before asking for
that change, confirm that you have another supported way to access the account
and that the workspace owner identity will remain clear. Review the **Login
method** in [Account settings](/en/resources/docs/manage-sign-in-and-password)
and do not remove the only sign-in path until the replacement is confirmed.
Google account security changes should be made in Google’s account-security
experience when the setting belongs to Google. An Interlinked workspace action,
if made available, should be treated separately from changing the Google
account itself.
## Safer alternatives for common goals
- Need to stop customer-facing activity temporarily? Review the workspace or
agent pause controls instead of deleting account data.
- Need to remove a teammate? Use [People](/en/resources/docs/manage-workspace-people-and-invitations)
and review unassigned CRM leads.
- Need to change the profile? Use [Account information](/en/resources/docs/account-information).
- Need to change billing? Use the current Billing tab and its cancellation or
plan-change guidance.
## What to do next
Use [Settings overview](/en/resources/docs/settings-overview) to locate the
current account areas. If the action you need is not visible, use the verified
support path presented by the product and include the workspace context, the
login method, and the exact message you see. Do not send passwords or secret
credentials in a support request.
---
## Security and authentication
### Manage sign-in and password
URL: https://interlinked-ai.com/en/resources/docs/manage-sign-in-and-password
Section: Security and authentication
Summary: Check whether your account uses email or Google sign-in and avoid relying on password controls that are not currently exposed in the panel.
Last updated: 2026-08-13
## Check your sign-in method
Open **Settings** → **Account settings** to review the account’s **Member
since**, **Email**, and **Login method** information. You can open the page
directly at `/en/settings?tab=account`.
The Login method tells you whether access is tied to Google or to the email
sign-in flow. This distinction matters because the password is managed by the
service that authenticates you.
## Google sign-in
If the panel shows **Google** as the login method, Google manages the password
and recovery credentials. Change the Google account password or recovery
settings in Google’s account security experience, not in the Interlinked
Account information form.
Interlinked can still offer its own additional security controls, such as
two-factor authentication. See [Security and two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
## Email sign-in
If the panel shows an email-based login method, the Account settings page may
show a password section. The page currently presents that section as
informational and does not expose a completed **Change password** action or a
reliable in-panel sequence to document.
Do not follow an old article or expect a button that is not visible in your
account. Use the current sign-in or recovery options presented by the product
when signing in, or use a verified support path if access cannot be recovered.
NEEDS VALIDATION
Password reset and recovery availability can change independently of this Settings screen. Follow the current sign-in screen and its exact message for your account.
## Keep authentication details separate from profile details
Changing your name, company, or phone belongs in [Account information](/en/resources/docs/account-information).
Those fields do not change the email used to sign in. Changing the active
business context belongs in [Business settings](/en/resources/docs/understand-organizations-and-workspaces),
not in password management.
## What to do next
- **Add a second verification step** — [Security and two-factor authentication](/en/resources/docs/security-and-two-factor-authentication).
- **Review account lifecycle choices** — [Delete or disconnect your account](/en/resources/docs/delete-or-disconnect-your-account).
- **Return to Settings navigation** — [Settings overview](/en/resources/docs/settings-overview).
---
### Security and two-factor authentication
URL: https://interlinked-ai.com/en/resources/docs/security-and-two-factor-authentication
Section: Security and authentication
Summary: Add authenticator-based verification to sign-in and follow the current Security screen without assuming an active-session manager exists.
Last updated: 2026-08-13
## What the Security tab is for
Open **Settings** → **Security** to manage two-factor authentication (2FA) and
review the access-related information currently shown by the panel. You can
open it directly at `/en/settings?tab=security`.
2FA adds a verification step from an authenticator app in addition to the
account’s normal sign-in method. It is useful for accounts that manage customer
conversations, business records, agents, or billing.
## Enable 2FA
1. Open **Security** in Settings.
2. Turn on the **Two-factor authentication** control.
3. Scan the QR code with a compatible authenticator app.
4. Enter the six-digit code currently shown by the app.
5. Select **Verify & Enable**.
Keep the authenticator app available after setup. The panel confirms the
enabled state only after the verification code is accepted.
Common authenticator apps may work with this flow, but use the app you trust
and follow the exact instructions shown by the panel. Keep any recovery
information the product explicitly provides in a secure place; do not store it
in CRM notes or agent knowledge.
## Disable 2FA
1. Return to **Security**.
2. Turn off the 2FA control.
3. Complete the password confirmation requested by the panel.
4. Confirm that the disabled state is shown only if you intend to remove the
extra protection.
If you are switching authenticator apps, prepare the replacement before
disabling the current protection. Re-enable 2FA as soon as the new setup is
verified.
## What Active sessions currently means
The Security page includes an **Active sessions** information area. It is
currently an explanatory card rather than a visible list of devices or a
session-revocation control. Do not assume that you can inspect or terminate
individual sessions from this screen.
If the panel later exposes session actions, follow the labels and confirmation
messages shown there. If you suspect unauthorized access now, change the
credential through the applicable sign-in provider, enable 2FA, and use a
verified support path without sending passwords or recovery codes.
NEEDS VALIDATION
Authentication behavior, recovery options, and session controls can change with the account service. The current Security screen and sign-in message are the source of truth.
## Keep account security responsibilities clear
- Google sign-in credentials are managed in Google’s account-security
experience; see [Manage sign-in and password](/en/resources/docs/manage-sign-in-and-password).
- Profile values belong in [Account information](/en/resources/docs/account-information).
- Notification controls are in [Notification preferences](/en/resources/docs/notification-preferences).
- Workspace member access is managed in [People](/en/resources/docs/manage-workspace-people-and-invitations),
not through a shared account password.
---
## Partner Program
### Partner Program overview
URL: https://interlinked-ai.com/en/resources/docs/partner-program-overview
Section: Partner Program
Summary: Understand the Partner Program, referral codes, recurring commissions, and payout basics.
Last updated: 2026-04-25
## What is the Partner Program
The Interlinked AI Partner Program is a referral commission program that lets you earn recurring income by introducing new customers to Interlinked AI. When someone subscribes to a paid plan using your unique partner code, they receive a discount on their first eligible payment — and you earn a commission on every payment they make for as long as they remain subscribed.
The program is open to anyone with an Interlinked AI account. You do not need a paid plan to join. Whether you run an agency, create content, consult for small businesses, or simply want to recommend a tool you use, the Partner Program gives you a straightforward way to earn from your referrals.
## How it works at a glance
The Partner Program follows a simple cycle:
1. **You join the program** — Apply from the public landing page or from inside the Interlinked AI panel. Complete identity verification through Stripe Connect and create your unique partner code.
2. **You share your code** — Give your partner code to anyone who might benefit from Interlinked AI. There is no limit to how many people you can share it with.
3. **A customer subscribes using your code** — When a new customer enters your code during checkout, they receive a **10% discount** on their first eligible subscription payment.
4. **You earn a commission** — You receive a **10% commission** on every subscription payment that customer makes, calculated after their discount is applied.
5. **You get paid automatically** — Commissions are paid out through Stripe once they clear a short waiting period.
This cycle repeats for every customer who subscribes using your code, and your commissions continue for as long as each referred customer stays subscribed.
## Who is it for
The Partner Program is designed for a broad range of participants:
- **Agencies and consultants** who recommend tools to their clients
- **Content creators** who share product recommendations with their audience
- **Existing Interlinked AI users** who want to refer colleagues or business contacts
- **Anyone with a network** who wants to earn commissions without a sales background
No degree, certification, or formal sales experience is required. You are an independent participant — not an Interlinked employee, agent, or representative.
## Two ways to join
You can become a partner from two places:
- **Public landing page** — Visit [the Partner Program page](/en/company/partner-program) and click **"Apply as a partner."** You will be asked to log in or create an account before continuing.
- **Interlinked AI panel** — Log in to [panel.interlinked-ai.com](https://panel.interlinked-ai.com/en/partners) and navigate to the **Partners** section in the sidebar. Click **"Become a partner"** to start.
Both paths lead through the same onboarding process: identity verification via Stripe Connect, followed by creating your unique partner code. For a detailed walkthrough of each path, see [Become a partner](/en/resources/docs/become-a-partner).
## Key concepts
### Partner code
Your partner code is a short, unique identifier that you share with potential customers. When they enter it during checkout, the system attributes the referral to you. Your code can contain only letters and numbers, is limited to 15 characters, and is automatically converted to uppercase. Once created, it cannot be reused by another partner.
For details on choosing and using your code, see [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
### Commissions
The standard partner commission rate is **10%**. This percentage is applied to each subscription payment made by your referred customers, after the customer's discount has been deducted. Commissions are recurring — you earn on every payment, not just the first one.
For a full breakdown of how commissions are calculated, when they are paid, and how rates may change, see [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
### Partner Dashboard
After joining the program, you gain access to a Partner Dashboard where you can track your referrals, pending commissions, and paid commissions. The dashboard is available both on the public landing site and inside the Interlinked AI panel.
For details on what each dashboard shows, see [Use your Partner Dashboard](/en/resources/docs/partner-dashboard).
## Partner Program and billing
The Partner Program is separate from your personal billing and subscription. You can be a partner regardless of which plan you are on — including the Free plan. Partner commissions are paid through Stripe Connect and do not affect your Interlinked AI subscription charges.
If a referred customer enters your partner code during checkout, the discount is applied through Stripe's promotional code system. The customer sees the discount reflected in their first payment. For how promotional and partner codes interact with billing, see [Plans and pricing](/en/resources/docs/plans-and-pricing) and [Billing and subscription management](/en/resources/docs/billing-and-subscription-management).
## What to do next
- **Join the program** — Learn how to apply step by step. See [Become a partner](/en/resources/docs/become-a-partner).
- **Understand commissions** — See exactly how earnings are calculated and paid. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
- **Review the rules** — Understand eligibility, limitations, and expectations. See [Partner Program rules](/en/resources/docs/partner-program-rules).
---
### Become a partner
URL: https://interlinked-ai.com/en/resources/docs/become-a-partner
Section: Partner Program
Summary: Learn the two ways to apply for the Partner Program and what to expect during the sign-up process.
Last updated: 2026-04-25
## Overview
There are two ways to join the Interlinked AI Partner Program. You can apply from the **public landing page** — ideal if you are visiting the Interlinked website for the first time — or from the **Interlinked AI panel** if you already use the product. Both paths lead through the same onboarding steps: identity verification via Stripe Connect and partner code creation.
This article walks you through each path so you know exactly what to expect.
## Path 1 — Apply from the public landing page
This is the fastest way to get started if you are not already logged in to the Interlinked AI panel.
### Step 1: Visit the Partner Program page
Go to the Partner Program landing page:
**[interlinked.me/en/company/partner-program](/en/company/partner-program)**
You will see an overview of the program benefits and a call-to-action button.
### Step 2: Click "Apply as a partner"
Click the **"Apply as a partner"** button. If you are not logged in, you will be prompted to create an account or sign in.
Tip
If you already have an Interlinked AI account, you can sign in with your existing email and password. You can also use Sign in with Google for a faster login experience. See Sign in with Google for details.
### Step 3: Complete Stripe Connect onboarding
After signing in, you are redirected to a secure Stripe Connect page where you verify your identity and provide payout information. This is a one-time process.
For a detailed explanation of what Stripe Connect asks for and why, see [Complete partner onboarding with Stripe Connect](/en/resources/docs/partner-onboarding-and-stripe-connect).
### Step 4: Create your partner code
Once Stripe verifies your information, you return to Interlinked to choose your unique partner code. Your code must follow these rules:
- Only letters and numbers (A–Z, 0–9)
- Maximum 15 characters
- Automatically converted to uppercase
- Must be unique across the entire platform
For tips on choosing a good code, see [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
### Step 5: Access your dashboard
After saving your code, you are redirected to the **public Partner Dashboard** at:
**[interlinked.me/en/creators/dashboard](/en/creators/dashboard)**
From here, you can see your referral code, total referrals, pending commissions, and paid commissions. You can return to this dashboard at any time by logging in.
---
## Path 2 — Apply from inside the panel
If you already use Interlinked AI and have completed the standard business onboarding, you can join the Partner Program directly from the panel.
### Step 1: Log in to the panel
Go to the Interlinked AI panel:
**[panel.interlinked-ai.com](https://panel.interlinked-ai.com/en/partners)**
Sign in with your existing account credentials.
### Step 2: Navigate to Partners
In the left sidebar, look for the **Partners** section (represented by a handshake icon). Click it to open the Partner Program page.
### Step 3: Click "Become a partner"
On the Partner Program page, you will see a welcome screen with information about the program benefits. Click the **"Become a partner"** button.
### Step 4: Complete Stripe Connect onboarding
You are redirected to Stripe Connect to verify your identity and set up payout information — the same process as Path 1. See [Complete partner onboarding with Stripe Connect](/en/resources/docs/partner-onboarding-and-stripe-connect) for details.
### Step 5: Create your partner code
After Stripe verification, you return to the panel to choose your unique partner code. The same code rules apply — letters and numbers only, up to 15 characters, must be unique.
### Step 6: Access your Partner Dashboard in the panel
After saving your code, you are returned to the **Partner Dashboard inside the panel** at:
**[panel.interlinked-ai.com/en/partners](https://panel.interlinked-ai.com/en/partners)**
The panel dashboard provides more detailed operational information than the public dashboard, including a referral history table and the ability to copy your code with one click. See [Use your Partner Dashboard](/en/resources/docs/partner-dashboard) for a full walkthrough.
---
## Do I need a paid plan to become a partner?
No. You can join the Partner Program on any plan, including the Free plan. Your subscription status does not affect your ability to earn commissions. See [Partner Program rules](/en/resources/docs/partner-program-rules) for the full eligibility criteria.
## Can I use both dashboards?
Yes. If you applied from the landing page, you can also access the Partner Dashboard inside the panel, and vice versa. Both dashboards reflect the same partner account.
## What if I already have an account but have not completed business onboarding?
If you apply from the **public landing page** (Path 1), business onboarding is not required — you only need to complete Stripe Connect. If you apply from the **panel** (Path 2), you should have completed the standard Interlinked AI onboarding wizard first so that the Partners section is available in your sidebar.
## What to do next
- **Understand Stripe Connect** — Learn what information is needed and why. See [Complete partner onboarding with Stripe Connect](/en/resources/docs/partner-onboarding-and-stripe-connect).
- **Choose your code** — Pick a memorable, unique partner code. See [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
- **Learn how commissions work** — See exactly how you earn. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
---
### Complete partner onboarding with Stripe Connect
URL: https://interlinked-ai.com/en/resources/docs/partner-onboarding-and-stripe-connect
Section: Partner Program
Summary: Learn what to expect during Stripe Connect onboarding, including identity verification, bank account setup, and payout security.
Last updated: 2026-04-25
## What is Stripe Connect
Stripe Connect is a secure platform used by Interlinked AI to handle partner identity verification and commission payouts. When you join the Partner Program, you complete a one-time onboarding process on Stripe Connect that confirms your identity and sets up how you receive payments.
Stripe Connect is a product of [Stripe](https://stripe.com), one of the most widely used payment platforms in the world. It is the same technology that powers payouts for major marketplaces, freelance platforms, and creator programs. Interlinked AI chose Stripe Connect so that your personal and financial information is handled by a trusted, PCI-compliant payment provider — not stored directly by Interlinked.
## What to expect during onboarding
After you click **"Apply as a partner"** (from the landing page) or **"Become a partner"** (from the panel), you are redirected to a Stripe-hosted page. The page may take a few seconds to load — do not close the window during this time.
On the Stripe Connect onboarding page, you will be asked to provide the following types of information:
### Personal and legal identity
- **Full legal name** — Your first and last name as they appear on your government-issued identification.
- **Date of birth** — Used to confirm you meet the minimum age requirement.
- **Government-issued ID** — A valid photo identification document such as a passport, national ID card, or driver's license. Stripe may ask you to upload a photo or scan of this document.
- **Home address** — Your current residential or legal address.
### Contact information
- **Email address** — Used by Stripe for onboarding communications and payout notifications.
- **Phone number** — May be required for verification or two-factor security.
### Payout information
- **Bank account details** — The account where you want to receive your commission payouts. Stripe uses this information to transfer funds directly to your bank.
Note
The specific fields Stripe displays may vary depending on your country of residence. Stripe adjusts the onboarding flow based on local regulatory requirements.
## Age requirement
You must be **at least 18 years old** to join the Partner Program. This requirement exists because Stripe Connect collects identity verification and financial information that is subject to legal age restrictions in most jurisdictions.
If you are under 18, you will not be able to complete Stripe Connect onboarding and therefore cannot join the program at this time.
## Identity verification
Stripe may ask you to verify your identity through a photo of your government-issued ID. This is a standard identity verification step — similar to what banks, investment platforms, and other financial services require when setting up a new account.
The verification process typically takes a few minutes. In some cases, Stripe may need additional time to review your documents. If this happens, Stripe will notify you by email when the review is complete.
Tip
Make sure the photo of your ID is clear, well-lit, and shows all four corners of the document. Blurry or cropped images are the most common cause of verification delays.
## Your information is secure
Interlinked AI does **not** store your bank account details, government ID images, or sensitive financial information. All of this data is collected, encrypted, and stored by Stripe.
When you enter your bank account or upload an ID document during Stripe Connect onboarding, that information goes directly to Stripe's servers. Interlinked AI receives only the minimum information needed to operate the Partner Program — such as your partner account status and whether onboarding is complete.
Important
Interlinked AI will never ask you to send bank account details, ID photos, or other sensitive financial information through email, chat, or any channel outside of the Stripe Connect onboarding flow. If someone asks for this information outside of Stripe, do not share it.
## What if onboarding is interrupted
If your Stripe Connect session is interrupted — for example, if you close your browser or lose your internet connection — you can resume the process:
1. Return to the Partner Program page where you started (the landing page or the panel).
2. Click **"Apply as a partner"** or **"Become a partner"** again.
3. A new Stripe Connect link will be generated, and you can continue where you left off.
You do not lose any information you already submitted. Stripe saves your progress and picks up from where you stopped.
## After onboarding
Once Stripe confirms that your identity is verified and your payout information is complete, you are returned to Interlinked to create your unique partner code. This is the final step before you become an active partner.
For details on choosing your code, see [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
## What to do next
- **Create your code** — Choose a unique partner code to share with potential customers. See [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
- **Understand commissions** — Learn how your earnings are calculated and when you get paid. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
- **Review the join process** — If you have not started yet, see the full walkthrough in [Become a partner](/en/resources/docs/become-a-partner).
---
### Create and use your partner code
URL: https://interlinked-ai.com/en/resources/docs/create-and-use-your-partner-code
Section: Partner Program
Summary: Choose a unique partner code, understand the rules, and learn how customers apply it during checkout.
Last updated: 2026-04-25
## What is a partner code
A partner code is a short, unique text identifier that connects a referred customer to you. When someone subscribes to a paid Interlinked AI plan and enters your code during checkout, two things happen:
1. The customer receives a **10% discount** on their first eligible subscription payment.
2. You begin earning a **10% recurring commission** on that customer's subscription payments.
Your partner code is your personal referral link in text form. You choose it yourself as the final step of partner onboarding, and you can share it with as many people as you like.
Note
The product interface may display this as "Creator Code" in some places. Creator code and partner code refer to the same thing — your unique referral identifier.
## Creating your code
After completing [Stripe Connect onboarding](/en/resources/docs/partner-onboarding-and-stripe-connect), you are returned to Interlinked and asked to choose your partner code.
### Code rules
Your partner code must follow these rules:
| Rule | Details |
|------|---------|
| **Allowed characters** | Letters (A–Z) and numbers (0–9) only. No spaces, hyphens, or special characters. |
| **Maximum length** | 15 characters |
| **Case** | Automatically converted to uppercase. If you type `agency10`, it becomes `AGENCY10`. |
| **Uniqueness** | Must be unique across the entire Interlinked platform. No two partners can have the same code. |
### Good code examples
Choose something short, memorable, and easy to share:
- `SOFIABIZ`
- `AGENCY10`
- `MARIACRM`
- `STARTUPMX`
Avoid codes that are too generic (like `DISCOUNT` or `CODE123`) — they may already be taken, and they do not help people remember who referred them.
### What if your code is already taken
If the code you choose is already in use by another partner, you will see an error message. Simply try a different combination. Because codes must be unique across the platform, popular or short codes may already be claimed.
Tip
Including your name, brand, or a recognizable keyword makes your code easier for people to remember and reduces the chance of it being already taken.
## Saving and activating your code
After entering a valid code, click **"Save and Activate Code"** to finalize it. Once saved:
- Your partner account becomes **active**.
- The code is immediately available for customers to use during checkout.
- You are redirected to your [Partner Dashboard](/en/resources/docs/partner-dashboard).
## How customers use your code
When a referred customer subscribes to a paid Interlinked AI plan, they can enter your partner code during the **Stripe checkout flow**. The code is entered in the promotional code field at checkout.
Here is how the process works from the customer's perspective:
1. The customer goes to [Plans and pricing](/en/resources/docs/plans-and-pricing) and selects a paid plan.
2. During the Stripe checkout step, they enter your partner code in the **promotional code** or **discount code** field.
3. Stripe validates the code and applies a **10% discount** to the customer's first eligible subscription payment.
4. The customer completes checkout and pays the discounted amount.
From that point, every subscription payment the customer makes is tracked as a referral attributed to you.
Important
Each referred customer can use the partner code discount only once — on their first eligible subscription payment. The code does not provide a recurring discount to the customer. However, your commission is recurring for as long as the customer stays subscribed. See Partner commissions and payouts for details.
## Sharing your code
There is no limit to how many people you can share your code with. You can promote it through:
- Social media posts
- Blog articles or content
- Direct messages to colleagues, clients, or contacts
- Email newsletters
- Presentations or webinars
Each person who subscribes using your code becomes a referred customer linked to your partner account.
## Can I change my code later
Your partner code is set when you first create it. Changing your code after activation is not currently supported through self-service. If you need to change your code, contact Interlinked AI support.
## What to do next
- **Understand your earnings** — Learn how commissions are calculated and when payouts happen. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
- **Track your referrals** — See who has used your code and how much you have earned. See [Use your Partner Dashboard](/en/resources/docs/partner-dashboard).
- **Review the full program** — Go back to the big picture. See [Partner Program overview](/en/resources/docs/partner-program-overview).
---
### Partner commissions and payouts
URL: https://interlinked-ai.com/en/resources/docs/partner-commissions-and-payouts
Section: Partner Program
Summary: Learn how the 10% commission works, see a worked example, and understand payout timing, pending vs paid commissions, and rate changes.
Last updated: 2026-04-25
## How commissions work
When a new customer subscribes to a paid Interlinked AI plan using your partner code, you earn a commission on their subscription payments. The commission is a percentage of the amount the customer actually pays — calculated **after** the customer's referral discount has been applied.
Here is the current commission model:
| Component | Current rate |
|-----------|-------------|
| **Customer discount** | 10% off their first eligible subscription payment |
| **Partner commission** | 10% of each subscription payment (after discount) |
The customer discount applies only once — on the first eligible payment. Your partner commission applies to **every** subscription payment the customer makes, for as long as they remain subscribed and paying.
## Worked example
To see exactly how this works, consider a real scenario.
Suppose a referred customer subscribes to a plan that costs **$100 USD per month**, and they enter your partner code during checkout:
| Step | Calculation | Amount |
|------|-------------|--------|
| Full plan price | — | $100.00 USD |
| Customer discount (10%) | $100.00 × 10% | −$10.00 USD |
| Customer pays | $100.00 − $10.00 | **$90.00 USD** |
| Partner commission (10%) | $90.00 × 10% | **$9.00 USD** |
In this example:
- The customer pays **$90.00 USD** instead of $100.00 for their first payment (they save $10.00).
- You earn **$9.00 USD** on that first payment.
- On the customer's second payment and beyond, the customer pays the full $100.00 (the one-time discount no longer applies), and you earn **$10.00 USD** (10% of $100.00) per payment.
Tip
The more referred customers you have — and the longer they stay subscribed — the more your recurring commissions add up. A partner with 10 active referred customers on a $100/month plan earns approximately $100 USD per month in commissions.
## Recurring commissions
Partner commissions are **recurring**, not one-time. This is one of the most important aspects of the Partner Program:
- You earn a commission on **every subscription payment** made by each referred customer.
- Commissions continue automatically for as long as the referred customer stays subscribed and their payments are successful.
- You do not need to do anything after the initial referral — the system tracks payments and calculates commissions automatically.
### When commissions stop
Commissions for a specific referred customer stop when:
- The customer **cancels** their subscription.
- The customer's **payment fails** repeatedly and their subscription ends.
- The customer **downgrades to the Free plan** (which has no subscription payment).
If a referred customer cancels after 6 months of payments, you receive commissions for those 6 months. Once they stop paying, future commissions for that customer stop as well.
Note
If a referred customer cancels and later resubscribes, the referral attribution may still apply depending on platform behavior at that time. The Partner Program is designed to reward ongoing referral relationships.
## Payout timing
Commissions do not become available for payout immediately after a customer's payment. There is a **7-day waiting period** after each successful subscription payment before the associated commission is available.
This waiting period protects against payment reversals, chargebacks, and other billing corrections. After 7 days, the commission moves from "pending" to "available" and can be paid out through Stripe.
### Payout delivery
Payouts are processed through Stripe Connect, directly to the bank account you set up during [partner onboarding](/en/resources/docs/partner-onboarding-and-stripe-connect). You do not need to request payouts manually — they are handled automatically by Stripe once commissions clear the waiting period.
## Pending vs paid commissions
Your [Partner Dashboard](/en/resources/docs/partner-dashboard) shows two commission categories:
| Status | Meaning |
|--------|---------|
| **Pending commissions** | Commissions that have been earned but are still within the 7-day waiting period, or have not yet been transferred by Stripe. |
| **Paid commissions** | Commissions that have already been sent to your bank account through Stripe. |
Both values are visible on your dashboard so you always know how much is on the way and how much has already been deposited.
## Commission rate changes
The current standard commission rate is **10%**, but commission rates may change over time:
- **High-performing partners** may receive an **increased commission rate** as a reward for consistent referrals and high activity.
- **Standard rates** may be adjusted by Interlinked AI as the program evolves.
- If your commission rate changes, Interlinked AI will **notify you by email** before the change takes effect.
- New rates apply **automatically** to future subscription payments — you do not need to take any action.
Important
Commission rates and program terms are subject to change. Do not present the current 10% rate as a permanent guarantee when promoting the Partner Program. See Partner Program rules for additional terms.
## How commissions interact with billing-term discounts
Interlinked AI offers billing-term discounts (15% for 6-month terms, 25% for 12-month terms) in addition to partner code discounts. When a referred customer selects a longer billing term **and** uses your partner code:
- The billing-term discount reduces the base subscription cost.
- The partner code discount applies on top, reducing the first payment further.
- Your commission is calculated on the **final amount the customer pays** after all discounts.
For details on how billing-term discounts work, see [Plans and pricing](/en/resources/docs/plans-and-pricing).
## What to do next
- **Track your earnings** — See pending and paid commissions in real time. See [Use your Partner Dashboard](/en/resources/docs/partner-dashboard).
- **Share your code** — Learn how customers enter your code during checkout. See [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
- **Review the rules** — Understand program terms and limitations. See [Partner Program rules](/en/resources/docs/partner-program-rules).
---
### Use your Partner Dashboard
URL: https://interlinked-ai.com/en/resources/docs/partner-dashboard
Section: Partner Program
Summary: Learn what the public and panel Partner Dashboards show, including referral stats, commission tracking, and referral history.
Last updated: 2026-04-25
## Overview
After becoming a partner, you can track your referrals and commissions from a dedicated Partner Dashboard. Interlinked AI provides two versions of this dashboard depending on how you joined the program and how you prefer to access it.
Both dashboards reflect the same partner account data. You are not limited to one — if you applied from the landing page, you can still access the panel dashboard, and vice versa.
## Public Partner Dashboard
The public Partner Dashboard is available at:
**[interlinked.me/en/creators/dashboard](/en/creators/dashboard)**
This is where you are redirected after applying from the [public landing page](/en/resources/docs/become-a-partner). It is a lightweight hub designed for quick access to your core partner metrics.
### What the public dashboard shows
| Metric | Description |
|--------|-------------|
| **Your partner code** | The unique code you created during onboarding, ready to share |
| **Total referrals** | The number of customers who have subscribed using your code |
| **Pending commissions** | Commission earnings that are still within the 7-day waiting period or awaiting payout |
| **Paid commissions** | Total commissions already sent to your bank account through Stripe |
The public dashboard is ideal for a quick check on your performance. You can return to it at any time by logging in to the Interlinked website.
### Accessing the public dashboard later
After your initial onboarding redirect, you can return to the public dashboard by:
1. Going to **[interlinked.me](/en)** and logging in.
2. Navigating to **[interlinked.me/en/creators/dashboard](/en/creators/dashboard)**.
---
## Panel Partner Dashboard
The panel Partner Dashboard is available inside the Interlinked AI panel at:
**[panel.interlinked-ai.com/en/partners](https://panel.interlinked-ai.com/en/partners)**
This is where you are redirected after applying from [inside the panel](/en/resources/docs/become-a-partner). The panel dashboard provides more operational detail than the public version, including a referral history table.
### What the panel dashboard shows
The panel dashboard includes everything from the public dashboard plus additional operational information:
| Element | Description |
|---------|-------------|
| **Partner code** | Your unique code, displayed prominently |
| **Copy-code button** | A one-click button to copy your code to the clipboard |
| **Commission rate** | Your current commission percentage |
| **Pending commissions** | Earnings still in the waiting period |
| **Paid commissions** | Earnings already sent through Stripe |
| **Referral history table** | A detailed list of all your referred customers and their commission status |
### Referral history table
The referral history table gives you a row-by-row view of each customer who has used your partner code. This is the most detailed tracking view available in the Partner Dashboard.
Each row in the referral history table includes:
| Column | Description |
|--------|-------------|
| **Referred user email** | The email address of the customer who used your code |
| **Referral date** | The date the customer subscribed using your code |
| **Commission amount** | The commission earned from that customer's payments |
| **Payment status** | Whether the commission is **pending** (still in the waiting period) or **paid** (already transferred to your bank) |
This table helps you understand which referrals are generating active commissions and which payouts have already been completed.
Tip
Check your referral history table regularly to stay informed about your referral activity. If you notice a referred customer has stopped generating commissions, they may have cancelled their subscription. See Partner commissions and payouts for details on when commissions stop.
---
## Which dashboard should I use
Either dashboard works. Here is a simple guide:
| Situation | Recommended dashboard |
|-----------|-----------------------|
| Quick check on totals | Public dashboard |
| Detailed referral tracking | Panel dashboard |
| Copying your code to share | Panel dashboard (has a one-click copy button) |
| You primarily use the Interlinked AI panel | Panel dashboard |
| You are not an active Interlinked AI user | Public dashboard |
Both dashboards update in real time as referrals come in and commissions are processed.
## What to do next
- **Understand your commissions** — Learn how earnings are calculated and when payouts happen. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
- **Share your code** — Revisit the rules for your partner code and learn how customers use it. See [Create and use your partner code](/en/resources/docs/create-and-use-your-partner-code).
- **Review the program** — Go back to the program overview. See [Partner Program overview](/en/resources/docs/partner-program-overview).
---
### Partner Program rules
URL: https://interlinked-ai.com/en/resources/docs/partner-program-rules
Section: Partner Program
Summary: Review who can become a partner, program eligibility, referral code limits, and important terms about commissions and partner status.
Last updated: 2026-04-25
## Who can join
The Interlinked AI Partner Program is open to a wide range of participants. Here are the eligibility requirements:
### Account requirement
You need an Interlinked AI account to join the Partner Program. Creating an account is free and can be done by signing up with your email or by using [Sign in with Google](/en/resources/docs/sign-in-with-google).
### No paid plan required
You do **not** need a paid Interlinked AI subscription to become a partner.
- **Free-plan users** can join the Partner Program and start earning commissions immediately.
- **Paid-plan users** (Starter, Pro, Ultra) can also join.
- Your subscription status does not affect your commission rate or your ability to earn.
### Age requirement
You must be **at least 18 years old** to join the Partner Program. This is because Stripe Connect — the platform used for identity verification and payouts — requires participants to be of legal age in most jurisdictions. See [Complete partner onboarding with Stripe Connect](/en/resources/docs/partner-onboarding-and-stripe-connect) for details on the verification process.
### No qualifications required
No degree, certification, professional license, or formal sales background is required to become a partner. The program is designed for anyone who wants to refer customers to Interlinked AI — whether you are a business professional, a content creator, a consultant, or someone who simply uses and recommends the product.
## Partner status
### Partners are independent participants
Partners are **independent participants** in the Interlinked AI Partner Program. By joining the program, you are:
- Participating in a **referral commission program**, not entering into an employment relationship.
- **Not** an Interlinked AI employee, contractor, agent, or official representative.
- **Not** authorized to represent Interlinked AI in legal or contractual matters, make binding commitments on behalf of Interlinked AI, or present yourself as acting in any official capacity for the company.
Important
Do not describe yourself as an Interlinked AI employee, staff member, representative, or agent when promoting the Partner Program. Partners are independent referrers, not members of the Interlinked AI team.
### No guaranteed earnings
The Partner Program is a commission-based referral program. Your earnings depend on how many customers subscribe using your partner code and how long those customers remain subscribed.
Interlinked AI does **not** guarantee any minimum income, specific earnings level, or return on time invested. Commission amounts vary based on:
- The number of customers who use your code
- The plans those customers choose
- How long those customers stay subscribed
- The commission rate in effect at the time
When promoting the Partner Program to others, do not promise guaranteed income or present the program as a salary, fixed earnings opportunity, or get-rich-quick scheme.
## Referral code rules
### One code per partner
Each partner receives one unique partner code. The code is created during onboarding and remains active for as long as you are a partner.
### Unlimited sharing
There is **no limit** to how many people you can share your partner code with. You are free to promote it through any channel — social media, email, blog posts, direct conversations, presentations, or any other communication method.
### One-time customer discount
Each referred customer can use your partner code for a discount **only once** — on their first eligible subscription payment. The code does not provide a recurring discount to the customer.
- A customer cannot enter the same code on multiple subscriptions to receive repeated discounts.
- A customer who cancels and later resubscribes may not be eligible for the discount again.
### Code uniqueness
Every partner code is unique across the entire Interlinked AI platform. This ensures clear attribution — when a customer uses a code, there is no ambiguity about which partner referred them.
## Commission terms
### Current rates
The standard commission rate is currently **10%**. The standard customer discount is currently **10%** on the first eligible payment.
### Rates may change
Commission rates and customer discount rates may be adjusted over time as the Partner Program evolves:
- Interlinked AI will **notify you by email** if your commission rate changes.
- New rates apply automatically to future subscription payments.
- **High-performing partners** may receive an increased commission rate as recognition for their referral activity.
### When commissions stop
You stop earning commissions on a referred customer when:
- The customer cancels their subscription
- The customer's payments fail and their subscription ends
- The customer downgrades to the Free plan
For a detailed explanation of commission calculations, payout timing, and the distinction between pending and paid commissions, see [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
## Program conduct
### Fair promotion
Partners should promote the Interlinked AI Partner Program honestly and accurately:
- Represent Interlinked AI's features and capabilities truthfully.
- Do not make claims about the product that are not supported by current product behavior.
- Do not promise specific earnings to people you are recruiting as customers.
- Do not use misleading, deceptive, or spammy marketing tactics.
### Respect for the platform
- Do not create fake accounts or self-referrals to generate commissions.
- Do not attempt to manipulate the referral tracking system.
- Do not use your partner code in ways that violate Interlinked AI's terms of service.
Interlinked AI reserves the right to investigate and take action — including suspending or terminating partner accounts — if fraudulent or abusive behavior is detected.
## Questions about the program
If you have questions about the Partner Program that are not covered in these docs, contact Interlinked AI through the standard support channels available from within the panel or on the Interlinked website.
## What to do next
- **Join the program** — See the step-by-step guide. See [Become a partner](/en/resources/docs/become-a-partner).
- **Understand commissions** — Learn how earnings work in detail. See [Partner commissions and payouts](/en/resources/docs/partner-commissions-and-payouts).
- **Return to the overview** — See the big picture. See [Partner Program overview](/en/resources/docs/partner-program-overview).
---
## Troubleshooting and support
### Troubleshooting and support overview
URL: https://interlinked-ai.com/en/resources/docs/troubleshooting-and-support-overview
Section: Troubleshooting and support
Summary: Use this support entry point to route common product questions to the most relevant docs area.
Last updated: 2026-04-24
## Overview
Troubleshooting and support is the entry point for users who are blocked, confused, or trying to decide where to look next. This section should route users to the product area that owns the issue rather than duplicating every setup article.
Use this page to narrow the problem: account access, onboarding, channels, AI behavior, billing, orders, calendar, or workspace context.
## Start with the owning area
Most issues are easier to solve when you start from the product area that owns the behavior:
| Problem | Start here |
|---------|------------|
| Cannot find setup flow | [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard) |
| AI behavior is wrong after launch | [Configure an AI agent](/en/resources/docs/configure-an-ai-agent) |
| Channel is not connected | [Channels and integrations overview](/en/resources/docs/channels-and-integrations-overview) |
| Usage or plan limit is confusing | [Usage and message limits](/en/resources/docs/usage-and-message-limits) |
| Payment or subscription question | [Billing and subscription management](/en/resources/docs/billing-and-subscription-management) |
| Appointment availability is wrong | [Calendar overview](/en/resources/docs/calendar-and-scheduling-overview) |
| Order flow is wrong | [Orders overview](/en/resources/docs/orders-overview) |
| Product catalog upload, search, or stock looks wrong | [Products overview](/en/resources/docs/products-overview) |
| Account or sign-in issue | [Manage sign-in and password](/en/resources/docs/manage-sign-in-and-password) |
## Check workspace context
If data appears missing, first confirm you are in the expected organization or workspace. Workspace context can affect dashboard metrics, CRM conversations, orders, calendar settings, agent configuration, and billing context. See [Understand organizations and workspaces](/en/resources/docs/understand-organizations-and-workspaces).
## When to contact support
Contact support when the docs do not resolve the issue, when a destructive account action is involved, when billing state appears incorrect, or when a connected channel/integration needs manual review.
Include enough context for support to diagnose the issue:
- Your account email
- The organization or workspace affected
- The product area involved
- The steps you tried
- Screenshots or exact error messages when available
- Approximate time the issue occurred
## Related docs
Use this page with [Settings overview](/en/resources/docs/settings-overview), [Open the onboarding wizard](/en/resources/docs/open-the-onboarding-wizard), [Channels and integrations overview](/en/resources/docs/channels-and-integrations-overview), and [Products overview](/en/resources/docs/products-overview).
---
## Reference
### Reference overview
URL: https://interlinked-ai.com/en/resources/docs/reference-overview
Section: Reference
Summary: Use Reference as the home for compact facts, rules, and cross-product constraints as the docs set grows.
Last updated: 2026-04-17
## Overview
Reference is the home for compact, rule-oriented documentation that does not belong inside a step-by-step setup article. Use it for durable facts, constraints, terminology, and product behavior summaries that users or support teams may need to check quickly.
This section should not become a second guide system. Guides remain separate from Docs. Reference should support product documentation by making important facts easy to retrieve.
## What belongs in Reference
Good Reference topics include:
- Workflow behavior matrices
- Plan, usage, or limit summaries
- Calendar scheduling rules
- Order and payment verification rules
- Glossary-like product terminology when it is specific to Interlinked docs
- public feature references when they are useful to customers or support teams
Reference pages should be factual, scannable, and stable. If a topic teaches a user how to complete a task, it probably belongs in a product section instead.
## How Reference supports LLM retrieval
Reference pages are useful for search and LLM exports because they concentrate exact rules in one place. For example, the facts in [Calendar - important notes and behaviors](/en/resources/docs/calendar-important-notes) are easier to retrieve when users or LLMs need a concise scheduling behavior summary.
When adding new Reference pages, keep titles explicit and avoid vague names such as "Notes" or "Miscellaneous." Prefer titles that name the product area and rule type.
## Maintenance guidance
Reference pages should be reviewed when product behavior changes. They often summarize rules that other articles rely on, so inaccurate reference content can create confusion across the docs system.
## Related docs
Use this page with [Workflows overview](/en/resources/docs/workflows-overview), [Calendar - important notes and behaviors](/en/resources/docs/calendar-important-notes), and [Payment verification and security](/en/resources/docs/payment-verification-and-security).
---
## Features
- [Go beyond answering messages. Move every qualified conversation forward.](https://interlinked-ai.com/en/features/ai-revenue-agent): Interlinked understands intent, applies your business rules, and completes the next operational step—from qualification and quoting to booking, checkout, or human review.
- [Turn a spike in social replies into a managed revenue pipeline.](https://interlinked-ai.com/en/features/automations-campaigns): Interlinked captures inbound campaign demand, applies the right workflow, and keeps follow-up moving while your team focuses on qualified and exceptional cases.
- [Help customers decide—and carry the order forward.](https://interlinked-ai.com/en/features/commerce-orders-catalog): Ground recommendations in your catalog, maintain cart and order context, and move qualified purchase intent toward checkout and fulfillment.
- [Let AI handle repeatable work. Keep people in charge of judgment.](https://interlinked-ai.com/en/features/human-handoff-governance): Define where automation can act, when approval is required, and how a conversation transfers to a teammate with its context and operational state intact.
- [Every message, lead, and next step in one operating view.](https://interlinked-ai.com/en/features/omnichannel-inbox-crm): Give sales and service teams a shared record of conversations, customer context, ownership, and AI activity across connected messaging channels.
- [Make payment a step in the workflow, not the end of the conversation.](https://interlinked-ai.com/en/features/payments-deposits): Create an approved payment path for an order or service request, track its status, and continue fulfillment only after authoritative confirmation.
- [Turn service questions into qualified, bookable work.](https://interlinked-ai.com/en/features/service-concierge): Interlinked guides customers through intake, eligibility, quoting, availability, booking, payment, and follow-up using the policies your team controls.
- [See the work behind every AI-assisted conversation.](https://interlinked-ai.com/en/features/team-operations): Interlinked gives operators a shared view of conversations, CRM, orders, calendar activity, AI configuration, and the exceptions that need human action.
- [Answer common questions Outside Office Hours](https://interlinked-ai.com/en/features/24-7-support): Interlinked helps teams cover repetitive support and sales questions across connected messaging channels while preserving human handoff for sensitive or high-context requests.
- [Route conversations to AI or Human Review](https://interlinked-ai.com/en/features/agent-routing): Interlinked keeps routine conversations moving while giving your team a clear way to pause AI control, review context, and respond directly when judgment matters.
- [Transform abandoned carts into Real Revenue](https://interlinked-ai.com/en/features/cart-recovery): Don't just send generic reminders. Use AI with catalog context and business rules to resolve the doubts that stop purchases and close sales automatically on WhatsApp, Instagram, and Messenger.
- [AI that follows your Operating Workflow](https://interlinked-ai.com/en/features/conversational-ai): Interlinked is not a generic auto-reply layer. It uses your workflow, catalog, business context, connected channels, calendar rules, and handoff settings to guide real customer conversations.
- [Qualify leads before they Reach Your Team](https://interlinked-ai.com/en/features/lead-qualification): Interlinked asks the right qualification questions inside the conversation, records customer context in the CRM, and hands off serious opportunities when a human should continue.
- [Turn WhatsApp into an AI Sales Channel](https://interlinked-ai.com/en/features/whatsapp-automation): Connect WhatsApp to an Interlinked workflow so customers can ask questions, browse product or service context, book appointments, and reach a human when the conversation needs review.
- [Connect AI workflows to Business Operations](https://interlinked-ai.com/en/features/api-webhooks): Interlinked focuses on the integrations that make conversation workflows useful: Meta messaging channels, Google Calendar for bookings, exports, and the operational context your team reviews.
- [Run AI conversations from One Workspace](https://interlinked-ai.com/en/features/agent-dashboard): The Interlinked dashboard brings together active conversations, customer context, orders, appointment activity, AI settings, and manual handoff controls.
## Solutions
- [Convert a qualified conversation into a confirmed next step.](https://interlinked-ai.com/en/solutions/appointments-deposits): Interlinked coordinates service requirements, locations, resources, availability, rescheduling, cancellation, and eligible deposit workflows without disconnecting the customer journey.
- [Capture demand while intent is still active.](https://interlinked-ai.com/en/solutions/campaign-lead-conversion): Interlinked handles response spikes from social campaigns, qualifies each conversation, and advances the right appointment, quote, order, or human sales path.
- [Turn product questions into purchasable decisions.](https://interlinked-ai.com/en/solutions/conversational-commerce): Help customers find the right product, retain their choices, create the commercial record, and move toward checkout without losing the conversation.
- [Grow conversation capacity without losing the revenue process.](https://interlinked-ai.com/en/solutions/high-volume-customer-operations): Interlinked handles repeatable customer work, organizes operational state, and directs the conversations that need human judgment to the right team.
- [Apply one operating standard with local context intact.](https://interlinked-ai.com/en/solutions/multi-location-businesses): Interlinked helps multi-location teams share customer workflows while respecting location, service, resource, ownership, and availability differences.
- [Make complex service inquiries easier to buy.](https://interlinked-ai.com/en/solutions/service-sales-quotes): Interlinked gathers the right requirements, applies configured pricing rules, coordinates approvals, and advances eligible requests toward booking or payment.
- [Book appointments while your team Stays With Clients](https://interlinked-ai.com/en/solutions/beauty-wellness): Interlinked helps salons, clinics, studios, and wellness teams answer service questions, collect booking details, use calendar availability, and hand off special requests.
- [Reduce front-desk message load with Careful AI Intake](https://interlinked-ai.com/en/solutions/healthcare): Interlinked helps clinics and healthcare-adjacent teams answer administrative questions, collect appointment context, use calendar availability, and route sensitive conversations to staff.
- [Let customers book from The Conversation](https://interlinked-ai.com/en/solutions/appointment-scheduling): Interlinked helps service businesses qualify requests, show available times through supported calendar workflows, book appointments, and route exceptions to staff.
- [Guide student inquiries from First Message to Next Step](https://interlinked-ai.com/en/solutions/education): Interlinked helps schools and education programs answer admissions questions, collect student context, explain programs, and route qualified inquiries to enrollment teams.
- [Give campaign leads a Faster Response Path](https://interlinked-ai.com/en/solutions/marketing-agencies): Interlinked helps agencies turn inbound messages from ads and social channels into qualified conversations, booked next steps, or CRM handoffs for the client team.
- [Close more retail orders from Messaging Conversations](https://interlinked-ai.com/en/solutions/e-commerce): Interlinked helps online stores answer product questions, recover abandoned carts, collect order details, coordinate payment review, and route exceptions from WhatsApp, Instagram, and Facebook Messenger.
- [Qualify property inquiries before They Reach an Agent](https://interlinked-ai.com/en/solutions/real-estate): Interlinked helps real estate teams answer listing questions, capture buyer or renter context, schedule viewing conversations, and hand off qualified leads with the transcript attached.
- [Automate repetitive support without Losing Human Control](https://interlinked-ai.com/en/solutions/customer-support): Interlinked answers common support questions from approved business context, keeps conversations visible in the CRM, and gives your team a manual handoff path for sensitive cases.
- [Answer product questions before They Become Tickets](https://interlinked-ai.com/en/solutions/saas): Interlinked helps SaaS teams use approved product context to answer repetitive questions, qualify demo interest, and route complex conversations to support or sales.