appsg.ai User Guide

Welcome to your AI workforce. This guide walks through every part of your workspace, in the same order as the menu on the left. Search this page with Ctrl+F (Cmd+F on Mac).

How the platform works in one paragraph. You hire AI workers into roles (customer service, sales, marketing, assistant and more), train them on your company profile and knowledge base, put them on your channels (WhatsApp, Telegram, email, website chat, social media), and supervise them: anything sensitive waits for a human approval, every reply can be fact-checked before it is sent, and everything is logged.

Who does what. A company admin can set up everything in this guide. A team member uses the AI workers, conversations and knowledge base, plus whatever extra areas an admin grants them. If a page in this guide is missing from your menu, you do not have that grant yet: ask your admin.

Start here if your workspace is new.

Follow the setup checklist on your dashboard: it ticks itself as you complete each step.
Complete your complimentary training. Every plan includes guided sessions with our team, held in person at the appsg.ai Experience Centre, that set your workspace up end to end. If you have not attended yet, book your session now (at least a few days ahead). When our team marks your session complete, your organisation receives a certificate of completion you can view and print from the training page. The banner at the top of this page tracks where you are: not yet booked, booked, or certified.

1. Dashboard

Your home page: credits used this period, active workers, knowledge documents, conversations, and anything that needs your attention (pending approvals, paused workers, limits approaching). Admins also see the plan usage panel and, for the first 30 days, the setup checklist.

1.1 Command Center

One live board for your whole workforce: every worker's status, the day's activity, and a talk-to-your-workforce bar with push-to-talk voice. Ask your personal assistant for numbers, reports or actions without opening each page. Your browser will ask once for microphone access.

Part 1: Your AI workforce

2.1 Your team

Your appsg.ai team shows every worker as a member of staff: role, who they serve (customers or your team), and their employment state:

In training: not yet live. Safe to edit and test.
Supervised: live, but the actions you marked sensitive wait for a human to approve.
Autonomous: live and acting without sign-off (approvals you configure still apply per action type).

2.2 Hiring a worker

My AI workers > Hire, or pick a role card on the dashboard. Each role comes with a ready-made job description (instructions), the right tools, and a starter set of knowledge templates. You can adjust everything after hiring:

Persona: a name, title and photo, so the worker signs off like a member of your team.
Temperament and reply length: factual and concise for support, more creative for marketing.
Tools: what the worker may do (search your knowledge, generate documents, decks, images or video, capture leads, send quotes, check and book your calendar, look things up on the public web when your plan allows it, ask a colleague worker for help).
Knowledge scope: limit the worker to certain knowledge tags, so the sales worker only reads sales material.

2.3 Guardrails and safety

On every worker, under Guardrails:

Fact-check customer replies before sending (on by default for customer-facing workers, keep it on): every reply is checked against your company profile, knowledge base and what actually happened in the conversation. A reply that states something none of them support, a price, a policy, a delivery time, "I have sent it", is held back; the customer is told the team will check and come back, and the original is kept in the audit log for you to review.
Blocked topics: if a reply touches one, it is withheld.
Redact personal data: masks emails, phone numbers, NRIC and card-like numbers in replies.
Monthly spend cap and monthly usage budget (credits): hard stops for this one worker, so a runaway worker never drains the workspace.
Require approval: route this worker's outward actions through the approvals queue.

2.4 Testing before going live

Open the worker and chat with it yourself, or use the sandbox on the edit page for a dry run that costs nothing real. Ask the three questions your customers ask most. If the worker says it will check with the team, that is the fact-check doing its job: add the missing answer to the knowledge base and ask again.

2.5 Conversations

My conversations: your own chats with workers.
Worker-handled conversations: everything your workers handled on customer channels, with the sources they cited and any tool calls they made, so you can always see why a reply said what it said.

Workers also remember durable facts customers tell them (only what the customer actually said) and recall them in later conversations.

2.6 Getting workers to work with one another

Your workers are a team, and you configure the teamwork:

Ask a colleague. Every role comes with the "ask a colleague" tool switched on (it is in the worker's Tools list). When a question crosses into another worker's specialism, the worker consults that colleague and the answer arrives labelled "From <name>, consulted via handoff". The colleague answers from its OWN knowledge scope and instructions, so the sales worker really does get the legal worker's reading of a clause. To steer it, mention colleagues by name in the job description, for example: "For contract questions, consult the Legal worker before answering."
Divide the knowledge, not the people. Give each worker a knowledge tag scope (for example sales, support) and tag your documents to match. Each specialist then answers from its own material, and consultations actually add something the asker could not see.
Your Personal Assistant is the aggregator. It can consult any colleague and also pull live business numbers (leads, quotes, bookings, support inbox, social activity, pending approvals) for briefings and reports. Only staff-facing workers can do this; customer-facing workers can never expose your pipeline.
Content flows into social. The Content creation worker hands finished pieces to your social pipeline as post drafts, where your approval rules take over before anything publishes.

Good to know: consultations only reach ACTIVE workers in your own workspace, chains are limited so two workers cannot loop forever, every consultation is visible in the conversation and the audit log, and the tokens count as normal usage. To test it, open a worker's chat and ask something in a colleague's domain, for example "check with the Sales worker what our discovery call script says".

2.7 Versions and rollback

Every save of a worker keeps a snapshot. If an edit makes things worse, roll back to any earlier version from the worker's history.

2.8 Scheduled workers

Scheduled workers run a task on a timer without anyone asking: a Monday morning report, a daily pipeline summary, a weekly content draft. Set the cadence and timezone, what to produce, and where to deliver it (email or WhatsApp). Use Run now to test. Scheduled runs draw from the same credit allowance; if your plan reserves credits for live conversations, schedules pause first when the allowance runs low.

Part 2: Knowledge base

Your workers answer only from your company profile, this knowledge base, and live tools. What is not here, they honestly say they do not know. So the knowledge base is where good answers come from.

What to upload first: FAQs, price list, service or product descriptions, policies (refunds, delivery, terms), opening hours and locations. Formats: paste text, upload files (PDF, Word, text, CSV), or pull a public web page in by URL. Google Drive folders can be connected to sync automatically.

Starter templates: new workers arrive with a few AI-drafted template documents marked STARTER. They are writing aids, not facts, and customer-facing workers cannot see them until you edit and save them, which is your review. Rewrite them with your real content, or delete them.

Tags scope documents to workers (for example sales, support). A worker with a tag filter only reads matching documents.

Structured datasets hold row-and-column data (price lists, product tables) that workers can query precisely.

After uploading, documents index in the background for a minute or two, then show as ready. Test by asking a worker something only that document answers; the reply cites its sources.

Part 3: ROI and analytics

How much work your workforce did and what it saved: conversations handled, hours saved against a human handling time, net savings after your subscription, per channel and per worker, over the period you pick, including since your subscription started. Available to admins and anyone granted analytics access.

Part 4: Calendar and Schedule

Give workers a real calendar so they can answer "when are you open" and "book me in" truthfully:

Services and hours: what can be booked, how long it takes, where it happens, and your working hours and blocked dates.
Calendar and Schedule: every booking in one view; confirm, cancel or add bookings yourself.
Workers with calendar access check live availability before offering slots, collect the customer's name and contact, read the booking reference back, and can look up or cancel existing bookings. Booking confirmations and reminders go out under your company's name.
A private calendar feed URL lets you subscribe from your own calendar app.

Part 5: Sales and Marketing

5.1 Leads, quotes and follow-up

Workers with CRM access capture leads in conversation (name plus contact) and can send quotes from your quote catalogue, never invented prices. The Leads page shows the pipeline (new, contacted, qualified, quoted, won, lost) with notes and history; Quotes tracks what was sent and its value. Optional automatic follow-ups nudge quiet leads after a number of days you choose. Quotes and follow-ups are sent under your company's branding.

5.2 Campaigns and audiences

Send email campaigns (EDM) and WhatsApp broadcasts to audiences built from your contacts. Workers can draft the content; you approve and schedule. Every marketing message carries automatic unsubscribe and preference links, and only ever goes to contacts with marketing consent. Plan quotas apply to sends.

Every person your workspace has messaged, with their channel details and a full consent history (granted, withdrawn, do-not-contact). This is your PDPA register: transactional messages (booking confirmations, replies) are always allowed; marketing needs consent.

Connect your social accounts, then:

Posts: draft yourself or let a content worker draft; attach images or video (workers can generate them); schedule; optionally require an admin approval before anything publishes. An AI adviser reviews each post (caption, image fit, platform limits) before you send it.
Engagement: comments and direct messages arrive in the support inbox; your customer worker drafts or sends replies according to the auto-reply setting on each account.
Performance: reach and engagement per post and network.

Part 7: Customer channels

Where customers reach your workers. Connect any or all; each channel routes to the worker you choose, with optional auto-reply.

7.1 WhatsApp (QR connect), fastest

Scan a QR code with the phone that holds the number: about five minutes, no Meta account needed. Replies thread back to the right worker, including conversations a scheduled worker started.

7.2 WhatsApp Business (Meta Cloud API)

For official API access: you need a Meta Business account, a verified business, and the credentials from Meta Business Manager (the connect page lists exactly which). When pasting the webhook address into Meta, copy it exactly as shown, including the /app part, or Meta's verification fails.

7.3 Telegram

Create a bot with Telegram's BotFather, paste the token, done. The page registers the webhook for you.

7.4 Mailboxes (email)

Connect Gmail with a click (sign in with Google), or any provider over IMAP/SMTP: you need the host names, ports and an app password (a normal login password usually does not work). Incoming mail is read by your worker; replies send from your own address. You choose per mailbox whether the worker replies automatically or drafts for a human to approve.

Create a widget, choose the worker, colours and welcome message, then paste one script line into your website. Allowed-origins and rate limits protect you from abuse. Visitors chat with your worker directly on your site.

7.6 Support inbox

Every customer conversation from every channel in one place, shown as chat bubbles with clear sender labels (customer, AI worker, or a named member of your staff). From a thread you can reply yourself, approve and send a worker's drafted reply (edit it first if you like), or discard the draft. Approvals that belong to the conversation appear as cards right inside it. Closed threads reopen automatically if the customer writes again.

Part 8: Workforce onboarding

Turn your induction material into presenter-led training videos with captions, key takeaways and a quiz, then enrol new joiners:

Onboarding Studio: upload the material, split it into modules, pick a presenter (or add your own), render, review, publish.
Enrol by email link or user account; assign whole teams so current and future members are enrolled automatically; optionally require completion before a new joiner can use the workspace.
HR overview: who has started, finished, and their quiz scores, with completion certificates.

Part 9: Automation and devices

9.1 Inbound triggers

A secure URL your other systems can call to wake a worker: a form submission, a payment, an alert. Each trigger has its own token, optional request signing, and a run history. Paste the URL into the external system and every call fires the worker with the payload.

9.2 HTTP actions

Outbound integrations your workers may call: install ready-made ones from the library or define your own (endpoint, method, authentication, allowed fields). Workers can only call actions you enabled, with the credentials you stored; every call is logged.

9.3 Devices

Physical devices as channels: a desk robot with voice, and smart glasses, paired to a worker with a one-time code. Manage and revoke devices from the Devices page.

9.4 Canva

Link Canva accounts so workers can find and export your existing Canva designs into conversations and marketing content.

Part 10: Governance and compliance

10.1 Approvals

One queue for everything waiting on a human: worker actions you marked sensitive, drafted replies on channels set to approval, social posts and campaigns when approval is required. Reviewers are alerted by email and WhatsApp (add your mobile number on the Users page for WhatsApp alerts) and reminded if nothing happens within half a day. Approve, edit-then-approve, or reject with a note; the worker continues the conversation after your decision. Requests expire if ignored for a day.

10.2 Data rights (PDPA)

Your customers can request a copy or erasure of their data through your public data-rights page; confirmed requests land here with a 30-day clock. Export or erase with one click and the register keeps the paper trail.

10.3 Audit log

Every action in the workspace, by person or worker, with time and detail: sign-ins, edits, sends, approvals, deletions. Filter by user, action or date.

Part 11: Administration

11.1 Company profile

The single most important page for answer quality: what you do, what you sell, who you serve, your differentiation. Every customer-facing worker treats these lines as fact, so keep them exactly true. The AI draft button gives you a starting point; read every line and delete anything that is not true of your business. The optional instructions box adds house rules to every worker (tone, sign-off, escalation contacts).

11.2 Users and permissions

Invite your team, set a role (admin or member) and grant only what each person needs: workers, knowledge, channels, approvals, billing and so on, grouped the same way as the menu. Reviewers of approvals should add a mobile number so WhatsApp alerts reach them. You cannot demote the last admin, and email changes require re-verification.

11.3 Teams and divisions

Group people and workers into teams (Sales, Operations, a branch office). Teams can be assigned onboarding programmes as a unit.

11.4 Plan and billing

Your plan, its limits, and this period's usage in credits: one unit for everything the workspace consumes (replies, images, video, emails, WhatsApp messages, voice, knowledge indexing), with a breakdown by activity and by worker and a projection to period end. Warnings arrive at your plan's threshold; depending on your plan, going over either pauses paid activity until renewal or bills the overage on your next invoice. If your plan offers top-up packs you can buy extra credits for the current period. Invoices are proper Singapore tax invoices (GST itemised) and can be paid by card; upgrades apply immediately, downgrades at the end of the period. All prices include 9% GST.

Part 12: Help and account

Help and guides: this page.
Complimentary training: if you have not attended yet, book a guided setup session with our team, held in person at the **appsg.ai Experience Centre** (the address is in your booking confirmation; video sessions are offered when published). Every subscription includes two training places, whatever the plan: send the key people who will run your workspace, and they can pass the training on to the rest of the team. Attendees are picked from your registered users, so add them under Users first; you confirm the names when you book, and each person holds at most one place. Book at least a few days ahead; you will get a confirmation and a reminder the day before. Complete the training to receive your organisation's certificate of completion: our team marks the session complete, you are notified by email, and the certificate is viewable and printable from the training page from then on.
Security and 2FA: change your password and switch on two-factor authentication (recommended for every admin).

Part 13: REST API, for your developers

Programmatic access to your workspace: list workers, open conversations, send messages, read replies, upload knowledge documents. Authentication is a bearer key sent with every request; keys are issued per workspace on request, scoped to what you need, rate-limited, and revocable at any time. Ask us and we will set one up with the scopes you need.

Authorization: Bearer ag_live_...
GET /api/v1/agents
POST /api/v1/conversations
POST /api/v1/conversations/{id}/messages
GET /api/v1/kb/documents

Errors come back as JSON with a stable error code; rate limits return HTTP 429 with a retry hint.

Part 14: Troubleshooting

A worker says it will check with the team. That is the fact-check working: nothing in your company profile or knowledge base supported an answer, so the worker refused to guess. Add the missing content to the knowledge base and ask again. If it keeps happening on one topic, check the worker's knowledge tags are not excluding the right documents.

"Something went wrong" page. A one-off error on our side. Note the reference code on the page and contact support; your data is safe and the conversation is saved.

Replies are paused. Your credit allowance for the billing period is used up, or a worker hit its own budget. See Plan and billing for the numbers; upgrade, top up, raise the worker's budget, or wait for renewal.

WhatsApp (Meta) webhook fails verification. The webhook address was pasted without the /app part, or the verify token does not match. Copy both exactly from the connect page.

Widget does not appear on the site. The page's domain is not in the widget's allowed origins, or the script line was altered. Copy the embed snippet again and add the domain.

Marketing email will not send. The recipient has no marketing consent or has unsubscribed, or the plan's sending quota for the period is used. Check Contacts and consent, and Plan and billing.

No WhatsApp alert for an approval. The reviewer has no mobile number on their user record. Add it under Users and permissions.

Two-factor code not accepted. Codes are time-based: check the phone's clock is set to automatic. A backup code from setup also works.

Paid, but the workspace shows suspended. Payment records normally sync within the hour. If not, contact support with your invoice number and we will put it right immediately.

Glossary

AI worker: a configured AI assistant you hire into a role: instructions, tools and knowledge scope, presented as a member of your workforce.
Approval: a human yes/no on a worker's action before it happens.
Channel: where a conversation happens: WhatsApp, Telegram, email, website chat, social media, or in-app chat.
Conversation: one thread between a person and an AI worker, on any channel.
Credit: the single usage unit everything consumes; your plan includes a monthly allowance.
Fact-check: the automatic review of a customer reply against your company profile, knowledge base and tool results before it is sent.
Knowledge base (KB): the documents your workers answer from.
Snapshot: a saved version of a worker's setup, used for rollback.
Trigger: a secure URL that lets your other systems wake a worker.
Workspace: your organisation's account: its workers, knowledge, channels, users and billing.

Questions this guide does not answer? Book a complimentary training session or write to us; the support address is in your welcome email.