What a snapshot includes

This page lists every area of the dashboard and says how the Snapshot API treats it. Use it before an import to know what to set up on the target AI Agent by hand, and after one to know what to check.

Each row says one of three things:

Included. The area travels in the archive and is applied on import.
Partly. Some of it travels. The row says what does not.
Not included. Nothing travels.

The Section column is the name to use in include when you import only some sections. Selection happens at import only; an export always captures the whole Agent. Areas with no section name cannot be selected because they are not in the archive.

Knowledge

Area	In a snapshot?	Section	What travels	On the target
Articles created in Ada	Included	`knowledge`	Every article with its content, language, tags, and availability rules. A restore updates the same articles.	Search catches up after the import.
Articles from a Knowledge integration (Zendesk, Salesforce, Confluence, and others)	Partly	`knowledge`	The articles as they were at export, under a source with the same name. The connection does not travel.	Reconnect the integration to the same knowledge base. Until then the articles do not sync. A different knowledge base can remove them at the next sync.
Web import (website crawl)	Included	`knowledge`	Start URLs and sync frequency.	Nothing. The import does not start a crawl.
Knowledge tags	Partly	`knowledge`	The tag ids on each article. The tags themselves do not travel.	Create the same tags first, through the Knowledge API with the same ids. An article whose tag is missing fails to import. A same-Agent restore is unaffected.
Images in articles	Partly	`knowledge`	The image URLs in the article text. The image files are not in the archive.	Nothing, while the source keeps serving the URLs.
Article availability rules	Included	`knowledge`	Every rule.	A rule that reads a variable resolves when the target has that variable.
Knowledge integration connections	Not included			Reconnect and authorize each one.
Articles without an external id, and Knowledge sources being deleted	Not included		An article with no external id is skipped on export. A source that is being deleted is left out, with its articles.	Nothing.

Automation

Tools

Area	In a snapshot?	Section	What travels	On the target
API tools	Included	`actions`	URL, method, headers, inputs, outputs, and availability rules. `Authorization` headers are removed. Static tokens travel by name only. Customer login tokens do not travel.	Re-enter `Authorization` headers. Supply secret values in the import request.
Customer login (Manage tokens > Customer login)	Not included		Nothing. An API tool that reads a customer login token keeps an internal reference to it. On a different Agent the reference resolves to nothing, and the pre-import checks do not report it.	Set up customer login under Config > AI AGENT > Tools > Manage tokens. Then edit each API tool that used it to select the new token.
Code tools	Not included			Recreate them, then re-select them in Playbooks. Their availability rules are not included either.
Allowed domains for code tools	Not included			Re-enter them.
MCP tools and MCP server connections	Not included			Reconnect the server, then re-select the tools in Playbooks.
Output redactions on API tools	Not included			Recreate them.

Processes

Area	In a snapshot?	Section	What travels	On the target
Processes built from blocks	Included	`processes`	Every named Process with its blocks and availability rules. An unnamed Process is skipped, on export and on import.	Nothing.
Blocks inside Processes, Greetings, and Handoffs	Partly		Most block types; see Blocks. A block type that does not travel is dropped from the export with no warning.	Check for missing blocks after the import.

Playbooks

Area	In a snapshot?	Section	What travels	On the target
Playbooks and Playbooks Classic	Included	`playbooks`	Steps, instructions, enabled state, availability rules, and references to API tools, Handoffs, other Playbooks, and articles.	Nothing.
Conversation start events (the `@` events in the “When to use” field)	Not included		The “When to use this Playbook” text travels; the start events do not. On the same Agent, they stay on Playbooks the import updates and go with Playbooks it deletes.	On a new Agent, add them again in the Playbook editor.
Steps that call MCP tools	Not included		The Playbook imports; the step points at a tool the target does not have.	Reconnect the server and re-select the tool.
Steps whose target is not an API tool, Handoff, or Playbook	Partly	`playbooks`	An internal id that resolves only on the Agent it came from.	On a different Agent, re-select the target.
Images in Playbook steps	Partly	`playbooks`	The image URL, which keeps working.	Nothing. The image does not appear in the target’s media library.
Playbook tags	Not included		Tag ids that resolve only on the same Agent.	On a different Agent, re-tag.
Test cases and Simulations	Not included			Recreate them.

Other automation

Area	In a snapshot?	Section	What travels	On the target
Proactives	Not included			Recreate proactive messages.
Greetings	Included	`greetings`	Every Greeting with its blocks, and which one is the default. Exactly one default is required.	An unnamed Greeting blocks the import; name it or delete it first.
Custom instructions	Included	`custom_instructions`	Text, notes, live state, and availability rules.	An import only adds and updates; an instruction the archive does not carry stays. The limit on live instructions is enforced.
Glossary	Included	`glossary`	Terms, translation mode, definitions, voice pronunciations, and availability rules.	Glossary limits are enforced.
Global, sensitive, and auto-capture variables	Included	`variables`	Definitions only: name, type, description, and capture settings. No values, display names, or default values.	Nothing.
Metavariables	Not included		Every Agent has its own.	A reference resolves when the target has that metavariable. Some exist only when a channel or feature is on; a validate warns about the ones that will not resolve.
Customer login token variables (OAuth)	Not included		They hold end-user sign-in tokens. See Tools.	Set up customer login on the target, then re-select the token in each API tool and rule that used it.
Static tokens (Manage tokens), the secrets your API tools use	Partly		Names only, in the export result and in `config.json`. Values never travel.	Supply values in `secrets` on the import request, or enter them under Manage tokens afterwards.

Setup

Area	In a snapshot?	Section	What travels	On the target
Persona (Settings > Preferences)	Included	`persona`	Personality, emoji use, time zone, message length, company description, competitor names, community guidelines URL, and related settings.	Fields in the archive overwrite the target’s; other fields keep their values.
Languages	Partly	`languages`	Translated languages and auto-translation.	The primary language is read-only and is skipped with a warning.
Redactions: custom patterns	Included	`custom_redactions`	Name, pattern, and on/off state.	Nothing.
Redactions: built-in PII switches (credit card, SSN, and others)	Not included		An older archive that carries these switches still imports; they are ignored with a warning.	Set them on each Agent. An import can never switch one off.

Handoffs

Area	In a snapshot?	Section	What travels	On the target
Handoffs	Included	`handoffs`	Every named Handoff with its chat and voice messages, routing fields (group, department, chat button), and availability rules. An unnamed Handoff is skipped.	Connect the same Zendesk subdomain or Salesforce org as the source. Routing ids are valid only then, and the pre-import checks block a mismatch.
Handoff integrations (connections and credentials)	Not included			Connect each platform under Handoffs > Integrations or Apps before the first validate.
Off-hours answer and Error fallback answer	Not included			Edit them on the target.
Schedules	Not included		A block that uses a schedule is dropped from the export.	Recreate them under Handoffs > Off hours.

Channels

Area	In a snapshot?	Section	What travels	On the target
Chat: appearance, launch, data and privacy	Included	`web_chat`	Every setting, updated field by field. Avatar images travel as URLs.	If an alternate Agent is set, its handle travels as-is and may not exist on the target.
Chat: installation (embed code, token)	Not included			Nothing. Each Agent has its own.
Voice: phone numbers, call routing, dialects, speaking voice, vocabulary, language selection, interstitial audio	Partly		Voice messages on Handoffs, Processes, and Greetings, Glossary pronunciations, and the CSAT SMS template. Not the end-call, send-SMS, or voice-handoff blocks, and none of the Voice settings.	Set up Voice on the target.
Email: inboxes, settings, blocked and trusted senders	Not included			Set up Email on the target.
Social: Instagram, Messenger, WhatsApp, SMS, Apple Messages, Sunshine Conversations	Not included			Set up each channel on the target.
Messaging SDK settings and custom channels	Not included			Set them up on the target.

Optimization

Area	In a snapshot?	Section	What travels	On the target
Coaching	Included	`coaching`	Each entry with its transcript and availability rules. An entry without a transcript is imported but not indexed, so it exists and has no effect until it has one. A warning names it.	Entries have no name, so importing into a different Agent creates new entries rather than updating matching ones. A rule that reads a variable the target lacks is left unresolved, with a warning.
Surveys (CSAT)	Partly	`csat_settings`	The AI Agent survey and the human-agent survey, each replaced as a whole: which surveys and questions are enabled, the rating style, labels, order, delay, and the email and SMS templates. Button text is not included.	Check the survey settings. An import can enable or disable a survey on the target. Re-enter button text.
Simulations, test cases, and test runs	Not included			Recreate them.
Reports, Scorecards, and custom metrics	Not included			Recreate them. Report data stays with the source Agent.
Topics	Not included			Recreate them.

Platform

Area	In a snapshot?	Section	What travels	On the target
Enabled integrations (the Apps page toggles)	Partly	`integrations`	Which integrations are enabled. Not their credentials or settings. Integrations Ada always keeps on are not disabled.	Connect each one.
Apps (Ada Apps such as the Zendesk app)	Not included			Configure them on the target.
Platform integration installations	Not included			Install them on the target.
API keys	Not included			Generate keys on the target.
Ada as an MCP server	Not included			Set it up on the target.
Webhooks	Not included			Recreate subscriptions and signing secrets.
Token values: static tokens and customer login tokens	Not included			Supply static token values in the import request. Set up customer login again; see Tools.
Features Ada enables for the Agent	Not included			Ask your Ada team to match the source. A missing feature blocks the import only when the checks can see it.

Team, workspace, and data

Area	In a snapshot?	On the target
Team members, roles, single sign-on, session limits	Not included	Invite people and set access on the target.
Change sets (staged changes)	Not included	An export reads live configuration only. Promote or discard staged changes before exporting, or they are left out.
Conversations, end-user profiles, Reports data, Audit log history	Not included	Nothing. Data stays with the source Agent.
The Agent’s name and handle	Not included	Nothing.

Blocks

Handoffs, Processes, and Greetings are built from blocks. These block types travel:

Text, Shuffle text, Link, Picture, Video, Note, List option (quick replies), Set variable, Capture, Conditional, Random split, Request (HTTP), Integration action, API tool, Handoff (Zendesk Chat, Zendesk Support, Zendesk Messaging, Salesforce Chat, custom handoff events, and handoff integrations), Generative handoff, Redirect, and Instruction.

These block types do not travel. A block of one of these types is dropped from the export with no warning. Check the target’s Handoffs, Processes, and Greetings after an import:

Scheduled block
Sign In and Sign Out blocks
Fetch Chat Metadata block
Email block
Voice-only blocks: end call, send SMS, and voice handoff

References that stay as internal ids

Some fields travel as ids that only resolve on the Agent they came from. On a same-Agent restore they keep working. On a different Agent, re-select them after the import:

Tags on Playbooks, Handoffs, Processes, and Greetings.
Playbook step targets other than an API tool, a Handoff, or a Playbook, such as an MCP tool.
The off-hours response a Handoff block points at. A validate reports this as untranslated_entity_id.
Images in Playbook steps.
The alternate Agent handle in web chat settings.
Customer login tokens read by an API tool. The pre-import checks do not report these.
Routing ids in Handoff blocks (group, department, chat button). The pre-import checks block a mismatch.