The questions people ask most about Raíz, with a short answer and the link to the full guide. If yours isn’t here, use the search at the top or see Troubleshooting Raíz.
Agents
How do I create an agent?
In Workers, click Create Worker, choose Answers the phone or Replies to messages, give it a name and a goal and, for voice, choose how it sounds. In under five minutes it’s ready to test. Guide: Create an agent.
How do I change what an agent says or does?
Open the agent in Workers and go to Identity & instructions. What it should do holds what the agent knows it must do and what it mustn’t. Change one thing at a time and test it. Guides: Write an agent’s instructions and Agent settings.
How do I set or change the voice?
Open the voice agent and go to Voice. Listen to the samples, pick one and, if you like, adjust Stability, Speed and Clarity in Voice settings. Guide: Voice and audio.
How do I make it say something when it answers?
In the agent, go to Greeting. On a voice agent it’s the first thing it says when the call connects; on a messaging agent, how it opens the conversation. Guide: Agent settings.
How do I give it my clinic’s information: prices, sites, exam preparation?
Upload documents or import your website in Settings › Knowledge Base and pick them in the agent, under Tools and knowledge. Guide: Give your agents knowledge.
How do I make it book appointments?
The agent books with your systems’ tools, such as Agenda. In Tools and knowledge › Integrations, click Add integration and choose which tools it can use. Guide: The agent’s tools.
How do I tell the agent about something temporary, like a holiday or a suspended service?
With a bulletin: in Settings › Bulletins, click New bulletin and write what’s happening and until when. Agents apply it from their next reply or call. Guide: Bulletins, templates and campaigns.
How do I test a change before patients see it?
On the agent’s page use Try chat, Test call or Try on WhatsApp. Test conversations don’t count in the reports. Guide: Test an agent.
Do changes apply right away?
Yes: what you save counts from the next reply or call; a call in progress ends as it began. For voice agents, if a change couldn’t be published, Workers shows Not published next to the agent; hover it to see why. Guide: Troubleshooting Raíz.
How do I pause, turn off or delete an agent?
Deactivate stops it on all its channels and Activate brings it back online. For your team to handle just one WhatsApp number, lower Configure AI to 0% on that number. Guide: Pause, turn off or delete an agent.
Conversations
How do I see the conversations?
In the menu, Conversations. Search by name, phone or document and filter by Status, Handled by, Outcome, Worker or, in More filters, by Channel and Call Date. Guide: Follow conversations.
How do I listen to a call or an audio?
Open the call: the bar at the bottom plays the recording and the transcript follows the audio. WhatsApp voice notes play in their bubble. Guide: Listen to calls and audio.
How do I handle a WhatsApp conversation myself?
Open the conversation and click Pause AI; write from Raíz. To hand it back, Resume AI. Guide: Handle a WhatsApp conversation.
How do I see everything a patient talked about?
In People, open the person: you’ll see their details and their conversations on every channel. Guide: Manage people and the block list.
How do I block a number?
From the conversation, Actions › Block number, or in Settings › Block list with Block. Guide: Manage people and the block list.
Results
What’s the success rate and why did it change?
It’s the successful conversations over those with a conclusive outcome. It usually changes when someone adds or changes a yes-or-no report on an agent, or when something new comes up that the agent doesn’t know how to handle. Guide: Understand and change the success rate.
How do I change what counts as success?
In the agent, Work & quality › Conversation reports: add yes-or-no questions such as “Was the appointment booked?”. From then on, they decide whether a conversation succeeded. Guide: Understand and change the success rate.
How do I find out when something goes wrong?
Turn on the notices in Settings › Organization › Email and WhatsApp notices: conversations escalated to your team, when the AI couldn’t answer, and conversations evaluated as unsuccessful. Guide: Get notices and the daily report.
Channels
How do I make it answer only during business hours?
In Settings › Channels, click Hours on the WhatsApp number’s row and turn on Attend only during business hours. Guide: Manage your channels.
How do I connect a WhatsApp or phone number?
The Arbol team connects numbers. Ask for it with your number’s details, then assign it an agent in Settings › Channels. Guide: Manage your channels.
How do I put the chat on my website?
In Sites and forms, click Create new, choose the agent, publish it and copy the code from Settings › Installation. Guide: Put the chat on your website.
Team
How do I invite someone or change their role?
In Settings › Team and permissions, click Invite someone. Guide: Invite your team and assign roles.
Who can change an agent?
Anyone with a role that can Create and tune agents: Agent design, Administration or Owner. With other roles, the agent’s settings are read-only. Guide: Invite your team and assign roles.
Before you change an agent
Changing several things at once, during opening hours
Rewriting the instructions, changing the voice and adding tools the same day: if something goes wrong, you don’t know what it was.
One change, one test
Change one thing, test it with Try chat or Test call and look at the next day’s conversations before the next change.
Patient data in the instructions
Pasting real names, documents or cases into What it should do or a bulletin.
Rules and made-up examples
Describe the procedure and use fictional examples. The agent looks up each patient’s data with its tools.
If none of this answers your question
See Troubleshooting Raíz or write to the Arbol team (see Get help).