--- title: "Raíz FAQ" description: "Short answers to the most common questions about Raíz, each with a link to the step-by-step guide." --- > Documentation Index > Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt > Use this file to discover all available pages before exploring further. # Raíz FAQ 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](/en/raiz/troubleshooting/). ## 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](/en/raiz/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](/en/raiz/write-instructions/) and [Agent settings](/en/raiz/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](/en/raiz/voice/). ### 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](/en/raiz/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](/en/raiz/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](/en/raiz/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](/en/raiz/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](/en/raiz/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](/en/raiz/troubleshooting/). ### 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](/en/raiz/pause-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](/en/raiz/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](/en/raiz/listen-to-calls/). ### 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](/en/raiz/take-over-a-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](/en/raiz/contacts/). ### 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](/en/raiz/contacts/). ## 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](/en/raiz/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](/en/raiz/success-rate/#change-what-counts-as-success). ### 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](/en/raiz/notifications/). ## 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](/en/raiz/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](/en/raiz/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](/en/raiz/web-chat/). ## 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](/en/raiz/team/). ### 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](/en/raiz/team/). ## Before you change an agent Rewriting the instructions, changing the voice and adding tools the same day: if something goes wrong, you don't know what it was. Change one thing, test it with **Try chat** or **Test call** and look at the next day's conversations before the next change. Pasting real names, documents or cases into **What it should do** or a bulletin. 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](/en/raiz/troubleshooting/) or write to the Arbol team (see [Get help](/en/get-started/get-help/)). Source: https://docs.getarbol.com/en/raiz/faq/index.mdx