> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.ada.cx/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server. # What a snapshot includes This page lists every area of the dashboard and says how the [Snapshot API](/reference/snapshot-api/overview) 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, sync frequency, and the source's availability rules. | 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. If it does not, the import keeps the rule as written and reports a warning. | | Knowledge source availability rules | Included | `knowledge` | The rule template on each source. A legacy Knowledge integration, one that writes articles without a source of its own, has no template. | A template that reads a variable resolves when the target has that variable. If it does not, the import clears the template on that source and reports a warning. An entry without a template clears the one on the target source, with no warning. An archive exported before templates existed clears every template on a restore. | | 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](#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 | | ----------------------------------------------------------------- | -------------- | --------------------- | ------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Proactive Outreach | 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](#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: sensitive images | Included | `image_redactions` | For each image type, identity documents and other credentials, whether the Agent withholds the image or reads it. The Agent always withholds payment card images, so the archive does not include them. | The import replaces the setting. If the archive lets the Agent read an image type, the target Agent reads it too. If the archive does not include an image type, the target Agent withholds it. | | 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](#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.