Administration

Comprehensive tools for managing the AGO platform

The Administration section provides comprehensive tools and features for managing the AGO platform, including platform configuration, user management, admin tools, and analytics.

Overview

As an administrator, you have access to powerful tools to:

• Configure platform-wide settings
• Manage users and organizations
• Monitor system performance and usage
• Analyze user behavior and agent effectiveness
• Maintain knowledge bases and documentation

Navigating the admin interface

The admin area uses one sidebar. On Home, Chat History, Dashboard, and Feedbacks, it lists the main destinations:

• Activity — Home, Chat History, Dashboard, Feedbacks, and Tickets.
• Configuration — AI Studio, Knowledge, Developer, Channels, and Settings. These sections are available to staff and account managers.

Inside a section, the sidebar shows that section’s pages. Click the section name at the top, such as AI Studio, to switch to any other destination. The selected section has a checkmark in the menu.

Working in a section

Opening AI Studio takes you straight to your agents. Every capability and lab is visible in the sidebar and opens in one click. Knowledge and Channels open an overview with links and a short explanation of each task; their Overview sidebar entry brings you back at any time.

• AI Studio opens on Agents. Below it, the Capabilities heading groups direct links to Tools, Toolkits, MCP Servers, Forms, and Agent Memory. The Tests heading groups direct links to Search Lab, Tool Lab, Agent Lab, and Security Lab. These groups stay expanded; there are no intermediate overview pages. Memory settings are shared across the workspace.
• Knowledge groups content management, review and quality, and connections. Open Connections for Confluence, SharePoint, and Notion; Sync history lets you follow imports.
• Channels groups Widget & SDK, WhatsApp, Messenger, and Help Scout under Your channels. Experience groups Portal home, Knowledge home, Pre-Chat Form, Conversation Starters, and Info Banners. Portal home controls the welcome message and video on the main client portal home page. Knowledge home controls the links and sections on the documentation landing page. Each page opens directly from the overview or sidebar.

Conversational forms collect information during an agent conversation. Open them directly from AI Studio → Forms, under the Capabilities heading. The form shown before a chat starts belongs to Channels, and ticket forms remain in Tickets.

Agent permissions are available directly under AI Studio → Permissions, next to Agents. Under Developer, the Auth section contains API keys and OAuth connections, followed by legacy API configuration. The Data section contains Smart tables and API Integration. The Monitoring section contains Client Functions logs, API Logs and Response times. These section labels keep all links visible without opening submenus. Existing bookmarks and links to configuration pages continue to work.

Use Unpin menu at the top to make more room for your work. The sidebar becomes a narrow icon strip. Move your pointer over it, or focus a link with the keyboard, to reveal the full menu over the page. Its icons stay in the same positions as it opens and closes. Inside a section, the strip keeps that section’s page icons; the section picker at the top takes you elsewhere.

Click Pin menu to keep the sidebar open beside the page. Your desktop preference is remembered independently from the Chat portal menu. When the menu is unpinned, it stays open as you change pages while your pointer remains over it, and closes when your pointer leaves. ⌘B / Ctrl+B and ⌘. / Ctrl+. toggle pinning. Selected pages use a dark background with light text.

On mobile, the menu button at the top opens the navigation drawer. Choosing a page closes the drawer, and your desktop preference stays unchanged.

Ask AGO opens the Assistant; click it again to close the panel. Your conversation is kept when you reopen it. Notifications and your account are at the bottom. Click the AGO logo to return to admin Home, or use the Client portal button above your account to leave the admin area. Its arrow icon stays visible when the menu is unpinned.

Filter records by date in the backend admin

In the backend admin (/ago-admin/), date filters include From and To calendars on conversations, messages, tickets, logs, and other lists with date filters.

Choose either or both dates, then click Apply. Both dates are included: selecting September 22–29 includes all records from those days. The time zone appears below the calendars. Your search and other filters are kept.

Use Any date to remove the date filter, or choose a shortcut such as Today, Past 7 days, or This month. Existing bookmarked date ranges still work and prefill the calendars.

Home

Home is the landing page of the admin area. The Home menu item and the Admin button in the client portal header take you there.

The Admin overview shows activity from the last 24 hours: conversations started, users who started a conversation, and the share of conversations without a linked ticket. A conversation without a ticket is not necessarily resolved. Select Open dashboard for more analytics.

Under Review activity, open Chat History, Feedbacks, or Tickets to review agent responses and follow up on requests. Staff and account managers also see Manage your workspace, with shortcuts to AI Studio, Knowledge, Developer, Channels, and Settings.

When there are no conversations in this period, the page shows zero activity and leaves the ticket share unavailable. If activity cannot be loaded, use Retry; the navigation shortcuts remain available.

Use Client portal at the top right to leave the admin area directly, without opening the sidebar. This button is also available on mobile and when the Assistant is disabled.

If your account has the Assistant, select Talk to the assistant at the top of Home to open its panel without leaving the page. Your current conversation is preserved. You can also use Ask AGO in the sidebar.

Administration Sections

Platform Configuration

Configure core platform settings and features:

Default Config Feature

Manage global platform configuration settings that apply across your organization.

Topics Covered:

• Platform-wide settings
• Feature toggles
• Default behaviors
• System parameters

Widget Configuration Admin

Configure the AGO chat widget for your website or application.

Topics Covered:

• Widget appearance and styling
• Behavior customization
• Integration options
• Metadata communication

LLM providers & models

Register the AI models your agents can use. Superadmin only.

Topics Covered:

• Adding a provider and model from the list
• Model ID vs display name
• Reasoning effort and Azure credentials
• Editing and deleting models

Organization Management

Manage multiple organizations within your AGO instance.

Topics Covered:

• Organization creation and setup
• Multi-tenant configuration
• Organization-specific settings
• Tenant isolation

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User Management

Manage users, roles, and access control:

Admin User Management

Create, edit, and manage user accounts across your organization.

Topics Covered:

• User creation and provisioning
• User profile management
• Bulk user operations
• User deactivation and deletion

User Roles:

• Staff: Full admin access to all platform features
• Reviewer: Can review and evaluate conversations
• Viewer: Read-only access — can view conversations, dashboard, and documents, and edit feedback. No configuration access.

Team Management

Teams group users for assignments. Settings > User Management provides user and organization management; it does not include a team editor.

Account Manager Feature

Assign account managers to oversee specific organizations or user groups.

Topics Covered:

• Account manager roles
• Organization assignment
• Delegation of admin tasks
• Limited admin permissions

Impersonate Users

Temporarily access the platform as another user for troubleshooting and support.

Topics Covered:

• Impersonation process
• Use cases and best practices
• Security considerations
• Audit logging

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Admin Tools

Specialized tools for platform maintenance and management:

Document Editor

Create and edit knowledge base documents directly in the admin interface.

Topics Covered:

• Visual document editor
• Markdown support
• Document metadata
• Publishing workflow

Admin Chat History Filters

Advanced filtering and search capabilities for conversation history.

Topics Covered:

• Filter conversations by criteria
• Search through message content
• Export conversation data
• User and agent filtering

AI Debugger

Investigate and troubleshoot agent responses by analyzing similarity search results and conversation behavior.

Topics Covered:

• Similarity search debugging
• Conversation-level analysis
• Document improvement suggestions

Automation Triggers

Create event-based automation rules that fire when conditions are met (e.g. ticket created with high priority).

Topics Covered:

• Trigger conditions and actions
• Event-based workflows
• Execution logs

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Analytics

Monitor platform usage and performance:

User Analytics Dashboard

Comprehensive analytics on user behavior and platform usage.

Topics Covered:

• User engagement metrics
• Conversation volumes
• Popular topics and questions
• User satisfaction scores

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Key Administrative Tasks

Initial Setup

1. Platform Configuration

   • Set up default configuration
   • Configure organization settings
   • Enable/disable features
   • Set system parameters

2. User Provisioning

   • Create admin accounts
   • Set up user groups
   • Configure permissions
   • Import existing users

3. Knowledge Base Setup

   • Connect knowledge sources
   • Configure agents
   • Test knowledge retrieval
   • Verify accuracy

Ongoing Management

Daily Tasks

• Monitor conversation quality
• Review user feedback
• Check system health
• Address support tickets

Weekly Tasks

• Analyze usage metrics
• Review agent performance
• Update knowledge base content
• User access audits

Monthly Tasks

• Generate usage reports
• Review security logs
• Update configurations
• Plan feature rollouts

User Lifecycle Management

Onboarding:

1. Create user account
2. Assign to organization
3. Set permissions and roles
4. Grant agent access
5. Provide training materials

Ongoing Support:

1. Monitor user activity
2. Respond to support requests
3. Update permissions as needed
4. Track user satisfaction

Offboarding:

1. Deactivate user account
2. Transfer ownership of conversations
3. Archive user data
4. Remove access permissions

Best Practices

Security and Compliance

Access Control:

• Follow principle of least privilege
• Regular permission audits
• Strong password policies
• Multi-factor authentication

Data Protection:

• Encrypt sensitive data
• Regular backups
• Data retention policies
• GDPR compliance

Audit Logging:

• Track all admin actions
• Monitor privileged access
• Review logs regularly
• Investigate anomalies

Platform Optimization

Performance:

• Monitor response times
• Optimize knowledge base
• Scale resources appropriately
• Cache frequently accessed data

Quality:

• Regular content reviews
• Agent performance testing
• User satisfaction surveys
• Continuous improvement

Cost Management:

• Monitor API usage
• Optimize LLM calls
• Track storage costs
• Right-size infrastructure

User Experience

Clear Communication:

• Notify users of changes
• Provide documentation
• Offer training sessions
• Maintain help resources

Responsive Support:

• Quick issue resolution
• Proactive monitoring
• User feedback loops
• Regular check-ins

Administrative Workflows

Managing Organizations

Create Organization → Configure Settings → Add Users → Assign Agents → Monitor Usage

Steps:

1. Create organization in admin panel
2. Configure organization-specific settings
3. Add or import users
4. Assign appropriate agents
5. Set up knowledge sources
6. Monitor and optimize

Knowledge Base Updates

Identify Gap → Create/Update Content → Review → Publish → Monitor Impact

Steps:

1. Identify knowledge gaps from analytics
2. Create or update documentation
3. Review for accuracy and completeness
4. Publish to knowledge base
5. Monitor question answering improvement

User Issue Resolution

Report → Investigate → Impersonate (if needed) → Resolve → Follow-up

Steps:

1. Receive user report or detect issue
2. Investigate using admin tools
3. Impersonate user if needed to reproduce
4. Resolve the issue
5. Follow up to confirm resolution

Monitoring and Reporting

Key Metrics to Track

Usage Metrics:

• Active users (daily, weekly, monthly)
• Conversation volume
• Average conversations per user
• Peak usage times

Quality Metrics:

• User satisfaction scores
• Thumbs up/down ratio
• Human escalation rate
• Response accuracy

Performance Metrics:

• Average response time
• API latency
• Error rates
• System uptime

Business Metrics:

• Support ticket reduction
• Time saved per user
• Knowledge base ROI
• User adoption rate

Reporting

Standard Reports:

• Weekly usage summary
• Monthly performance report
• Quarterly business review
• Annual trends analysis

Custom Reports:

• Agent-specific metrics
• Organization comparisons
• Feature adoption
• Cost analysis

Troubleshooting

Common Administrative Issues

User Access Problems:

• Verify user account is active
• Check permission assignments
• Review organization membership
• Test authentication flow

Performance Issues:

• Monitor system resources
• Check knowledge base indexing
• Review API rate limits
• Optimize slow queries

Data Sync Issues:

• Verify connector credentials
• Check sync schedules
• Review error logs
• Test connectivity

Configuration Problems:

• Validate configuration syntax
• Check for conflicts
• Review recent changes
• Test in staging first

Support Resources

• Documentation: Comprehensive guides for all admin features
• Best Practices: Proven approaches for common scenarios
• Community: Connect with other AGO administrators
• Support: Contact AGO support for technical assistance