How your Agent8Ai account is organised: the organisation, its workspaces, who can access each one and with what permissions, and how to move channels, AI agents and chatbots between workspaces.
Organisation and workspaces
- Organisation: your company. It has one plan, one billing and general settings (time zone, language, time format).
- Workspaces: inside the organisation you can have several, for example one per shop, brand, client or department. You switch between them from the panel selector.
- Each workspace has its own things, kept separate: channels, AI agents, website chatbots, calendars, ticket inboxes, contacts and conversations.
What is a workspace for?
To separate businesses or teams that should not be mixed within the same account and the same billing. For example:
- A company with several shops or sites: each one with its own WhatsApp, chatbot, calendar and staff, who only see their own.
- An agency serving several clients: one workspace per client, without them seeing each other’s data.
- Different brands or departments (sales, support) with their own channels and AI agents.
If you have one business and one team, one workspace is enough. The number of workspaces depends on your plan.
Users and roles in each workspace
The organisation owner sees every workspace. Everyone else is a member of each workspace separately, with their own role. The same person can be in several workspaces with different roles: for example, admin in “Madrid Shop” and agent in “Barcelona Shop”. Someone who only belongs to one workspace sees nothing from the others.
| Role | What they can do in the workspace |
|---|---|
| Owner / Admin | Everything: channels, AI agents, chatbots, users and settings. They see every conversation. |
| Supervisor | Sees and handles every conversation in the workspace. |
| Agent | Handles the conversations assigned to them, the ones they collaborate on and the unassigned ones. |
| Read-only | Only sees the conversations they are added to as a collaborator. |
The users of the workspace you are in are managed in Workspaces → Workspace Users: invite someone and change their role. The owner and admins can do it.
What are users for and how many does your plan include?
Users are the people on your team who log in to the panel: they handle the conversations that arrive through your channels and chatbots (the AI replies on its own; users are the people) and set up agents, channels and the rest according to their role.
Your plan includes a number of team users for the whole organisation. Each person counts once even if they are in several workspaces, the owner included, and pending invitations count too. If you reach the limit, you will not be able to invite anyone else until you change plan or remove someone.
Move channels, AI agents and chatbots to another workspace
If you reorganise your account, you can move a channel, an AI agent or a website chatbot to another workspace in the same organisation. It is on each one’s page, button “Move to another workspace”. The owner and admins of both workspaces can do it, and it appears when the organisation has more than one workspace.
- Choose the destination workspace.
- See a summary of what will move before confirming.
- Confirm, and the panel takes you to the destination workspace to see it.
| When moving… | It takes | Stays in the current workspace |
|---|---|---|
| A channel or a website chatbot | All its conversations, with their messages, and the contacts who only talk through that channel or chatbot. | Contacts who also have other conversations or tickets in the current workspace (their conversations from this channel do move). Tickets, in their inbox. |
| An AI agent | Its instructions, knowledge base and handoff departments. | Its calendars and ticket inboxes: they are unlinked and you assign the destination ones. |
- If the channel or chatbot has an AI agent in the current workspace, you choose: move it too (if nothing else uses it), use an agent from the destination workspace, or leave it without AI so your team replies.
- If you move an AI agent that channels or chatbots use, you choose: move them with it, with their conversations, or leave them in the current workspace without AI.
- Labels belong to each workspace: contacts that move lose theirs.
- Every change is logged.
Plans and limits
- Plan limits (workspaces, operators, channels, chatbots, AI agents…) count for the whole organisation, adding up every workspace.
- Conversations handled by your team have no message limit. On the free plan, the number of different people you handle in each cycle is limited (see “Active contacts” below). The AI is limited by credits: see AI credits.
- You can see your plan usage and each month’s activity in Plan and usage.
Free trial: new accounts start with 30 days of the Basic plan, no card needed; when it ends they move to the free plan without losing data. See Free trial of the Basic plan.
Active contacts (Free and Lite plans)
The free plan includes 50 active contacts per cycle. An active contact is a different person you talk to during the cycle, adding up all your messaging channels: WhatsApp, Instagram, Messenger and Telegram. They count once even if you exchange hundreds of messages. The place is taken when you reply (you or the AI), not when they write to you: a message you do not answer, such as spam, does not use a place. The Lite plan includes 300 active contacts per cycle, with the same rules. From the Basic plan there is no limit.
- Each person counts once per cycle, however many times they write. You can talk to them as much as you like, you or the AI.
- The cycle starts on the same day of the month you created your account (if it was the 31st, in shorter months it renews on the last day). On each channel page you see “X of 50 active contacts this cycle” and the renewal date.
- Web chatbot: what only the AI handles does not count (credits already limit it). A conversation counts when someone on your team replies.
- People who already had a place are never cut off. If you reach 50, only new people in that cycle are blocked.
What happens with a new person once you have 50?
- Their messages reach the inbox and you can read them.
- When you open the conversation you will see a notice: “Contact outside your plan limit”, with the renewal date and an “Upgrade plan to reply” button.
- The AI does not reply to them (so you do not spend credits on something that could not be sent).
- If you try to reply, nothing is sent: it stays in the conversation as a failed delivery, with the reason. The same from Telegram.
- When the cycle renews, or when you upgrade, you can reply normally.
What the cycle is, with examples
The cycle is your usage “month”, but it does not run from the 1st to the 30th: it starts on the day you created your account. If you signed up on 14 October, your cycles run from 14 October to 13 November, from 14 November to 13 December, and so on. Your limits renew on the 14th.
There are two separate counters, renewing on the same day:
- Active contacts: how many different people you handle in the cycle (50 on the free plan).
- AI replies: how much AI your plan includes in the cycle (≈ 60 on the free plan).
Example 1: someone who writes a lot. Carlos sends you 150 messages in the cycle; your team replies 200 times and the AI 30. That uses 1 contact (Carlos) and about 30 AI replies. Not 150 or 230 contacts.
Example 2: the two counters are unrelated. One month you may be at “20 of 50 contacts” and have used all the AI, because the agent handles those conversations. Another month you may be at “50 of 50 contacts” with little AI used, because mostly your team replies.
Example 3: what happens when it renews. On 14 November the counters start again: 0 of 50 contacts and ≈ 60 new AI replies. What you did not use in the previous cycle does not carry over (like a mobile data plan). If María, whom you helped in October, writes again in November, she counts as 1 contact in the new cycle.
Example 4: your contact list grows even though the limit is per cycle. If you handle 50 different people each month, after a year you may have hundreds of saved contacts with their full history. Nothing is deleted: the limit is how many different people you talk to in each cycle, not how many you have saved.
Example 5: the AI allowances. The cycle’s replies are used first, and they expire when it renews. Then the welcome gift and any you buy, which do not expire. If one cycle you need 80 replies, you use the ≈ 60 from the cycle and 20 from the welcome gift; next cycle you have ≈ 60 again and ≈ 80 welcome replies left.
Example 6: buying AI does not give you more contacts. If you run out of AI, you can buy more and keep going without waiting for the next cycle. But that does not increase your active contacts: to handle more different people in the same cycle, you need to wait for it to renew or upgrade your plan.
When is a place used? If someone writes to you and nobody replies, no place is used. It is used on the first reply, depending on the channel:
- “Humans only” channel (no AI agent): only when someone on your team replies.
- Channel with an AI agent: the AI replies by itself when the message arrives, so the place is used at that moment, even if nobody on your team steps in. If it was spam and you move it to Spam, you get the place back, because it only received one reply.
- Web chatbot: only when someone on your team replies. What the AI answers in the chatbot does not count.
If a channel with AI receives a lot of spam, each spammer uses a place until you mark it as Spam. If that happens on a particular channel, you can set it to “Humans only” (channel page → AI agent) and reply yourself.
Spam and Automatic (WhatsApp, Instagram, Messenger and Telegram):
- Spam: a contact in Spam is not answered (neither by you nor by the AI). Moving it to Spam frees its place only if it received at most one reply in the cycle, for example when the AI answered a spammer before you marked it. If there was a real conversation, the place stays used: marking as spam is not a way to rotate contacts. If you marked it by mistake, move it back to Contacts and you can handle it as usual.
- Automatic: it counts like any other contact. If you replied to it, it already used its place and moving it to Automatic does not free it.
- Email: there is no contact limit (and the free plan does not include email).
Can I delete a contact to make room? You can delete contacts whenever you like (also through a data deletion request), but deleting does not free its place in the cycle: the place has already been used. This is on purpose; otherwise, deleting contacts would be enough to handle an unlimited number of people. To keep count we only store a pseudonymised identifier for each contact, with no phone number or name, and only while the cycle lasts: when it ends, it is deleted automatically.