Dashboard navigation

This guide helps you find features in the Ada dashboard. Use it to locate tools by what you want to accomplish, or reference the full navigation structure below.

Quick reference

Use this table to quickly find where to go based on what you want to do.

I want to…	Go to
See my AI Agent’s performance overview	Home
View conversation topics and trends	Analytics > Topics
Review automated resolution or CSAT reports	Analytics > Reports
Explore custom metrics and data	Analytics > Explore
Browse or search individual conversations	Convos
Create or run test cases for my AI Agent	Testing
Add or edit knowledge articles	Config > Knowledge > Articles
Connect external content sources	Config > Knowledge > Sources
Create guided conversation flows	Config > Playbooks
Set up API integrations	Config > Actions
Build multi-step workflows	Config > Processes
Configure agent transfers	Config > Handoffs
Set up handoff integrations (Zendesk, Salesforce)	Config > Handoffs > Integrations
Configure off-hours behavior	Config > Handoffs > Off hours
Customize my AI Agent’s personality	Config > Settings > Preferences
Enable additional languages	Config > Settings > Languages
Configure data redaction rules	Config > Settings > Redactions (Admin only)
Set up customer satisfaction surveys	Config > CSAT
Configure web chat appearance	Config > Chat > Appearance
Install the chat widget on my website	Config > Chat > Installation
Control chat rollout and visibility	Config > Chat > Launch
Manage chat data and privacy settings	Config > Chat > Data & privacy
Set up proactive messages	Config > Chat > Proactives
Set up email channel	Config > Email
Configure voice channel	Config > Voice
Connect social messaging platforms	Config > Social
Manage API keys	Config > API keys
Set up webhooks	Config > Webhooks
Manage team members and permissions	Team (or Profile menu > Team)
Test my AI Agent’s responses	Config sidebar > Test AI Agent button
See product updates and release notes	Profile menu > What’s new
Get help using the dashboard	Profile menu > Ask for help
Access product documentation	Profile menu > Documentation
Update my profile settings	Profile menu > Profile

The primary navigation appears on the left side of the dashboard.

Home

The Home page provides an overview of your AI Agent’s performance, including key metrics and recent activity. This is the default landing page when you sign in.

Analytics

Analytics contains tools for monitoring and understanding your AI Agent’s performance.

Page	Description
Topics	View how conversations are categorized and identify trends. Topics are ranked by their potential to increase automated resolution.
Reports	Access detailed performance reports including Automated Resolution rates, CSAT scores, and usage trends.
Explore	Build custom queries to explore your conversation data with flexible filters and groupings.

Convos

The Convos page displays a searchable library of all conversations between customers and your AI Agent. Conversations are organized by customer, with the most recent at the top. Use this page to review how your AI Agent handles interactions and identify opportunities for improvement.

Testing

Testing enables you to validate your AI Agent’s behavior before changes affect customers. Create test cases with expected outcomes, run automated evaluations, and review pass/fail results to catch regressions.

Testing is available to customers with Testing at Scale enabled.

Selecting Config in the primary navigation opens a secondary sidebar with configuration options organized into three sections.

AI Agent

These settings control how your AI Agent understands and responds to customers.

Page	Description
Knowledge	Manage knowledge articles and content sources that power your AI Agent’s responses. Has two tabs: Articles for individual content and Sources for external integrations (Zendesk, Salesforce, web import).
Playbooks	Create step-by-step conversation flows for handling complex customer interactions.
Greeting	Customize how your AI Agent greets customers at the start of a conversation.
Actions	Configure API integrations that allow your AI Agent to retrieve or update information in external systems.
Processes	Build structured multi-step workflows for handling complex requests.
Handoffs	Set up rules and integrations for transferring conversations to human agents. Has tabs for Handoffs (rules), Integrations (Zendesk, Salesforce), and Off hours (schedule-based behavior).
CSAT	Configure customer satisfaction surveys that appear after conversations.
Coaching	Review and provide feedback on AI Agent responses to improve future interactions.
Settings	Configure your AI Agent’s persona, languages, variables, and custom instructions.

Settings sub-pages

The Settings section contains additional configuration pages:

Page	Description
Preferences	Set your AI Agent’s name, personality, voice, and tone.
Languages	Enable languages and configure multilingual behavior.
Variables	Define variables to personalize conversations with customer-specific data.
Custom Instructions	Create rules that apply to every conversation.
Redactions	Configure rules to remove sensitive data from conversations (Owner/Admin only).

Channels

These settings control how customers connect with your AI Agent across different platforms.

Page	Description
Chat	Configure the web chat widget. Has tabs for Appearance, Installation, Launch (rollout controls), Data & privacy, and Proactives (automated messages).
Email	Set up email channel integration and customize email formatting.
Social	Connect social messaging platforms like WhatsApp, Facebook Messenger, and Instagram.
Voice	Configure phone-based AI Agent interactions with contact center platforms.

Platform

These settings manage technical integrations and access.

Page	Description
API keys	Generate and manage API keys for external system integrations.
Apps	View and manage installed applications.
Webhooks	Configure endpoints to receive real-time event notifications from Ada.

Team

The Team page allows you to manage team members, permissions, and security settings.

Page	Description
Team	Add or remove team members and assign roles.
SSO	Configure Single Sign-On for your organization (Owner/Admin only).
Session limits	Set session timeout and security policies (Owner/Admin only).

Click your avatar in the bottom-left corner of the sidebar to access the profile menu.

Item	Description
What’s new	View recent product updates and release notes.
Ask for help	Open the Ada assistant to get help using the dashboard.
Documentation	Open the Ada documentation site in a new tab.
Team	Go to team management (same as Team in primary navigation).
Profile	View and edit your personal profile settings.

Test AI Agent

The Test AI Agent button opens a test conversation with your AI Agent. Use this to preview how your AI Agent responds to customers before publishing changes.

In the refreshed navigation, find this button in the Config sidebar. In the original navigation, it appears in the primary sidebar.

If you’re familiar with the previous navigation, use this table to find features in their new locations.

Feature	Previous location	New location
Knowledge	Main navigation	Config > Knowledge
Playbooks	Main navigation	Config > Playbooks
Actions	Main navigation	Config > Actions
Processes	Main navigation	Config > Processes
Handoffs	Main navigation	Config > Handoffs
Settings	Top navigation	Config > Settings
Persona	Settings menu	Config > Settings > Preferences
Languages	Settings menu	Config > Settings > Languages
Variables	Settings menu	Config > Settings > Variables
Custom Instructions	Settings menu	Config > Settings > Custom Instructions
Team	Settings menu	Team (primary navigation)
Conversations	Insights section	Convos (primary navigation)
Topics	Insights section	Analytics > Topics
Reports	Insights section	Analytics > Reports
Proactives	Main navigation (Training)	Config > Chat > Proactives
Redactions	Settings menu	Config > Settings > Redactions