How Konrado works

One agent, the channels it answers on, what it reads, and how much it does on its own.

Konrado is an AI agent your team runs from one console. You give it a channel to answer on, things to read, and a say in how much it does without you. This page is the map. Start the quickstart for the route.

One agent, two channels

An agent is one assistant with its own channels, instructions and knowledge. The console lists yours under AGENTS. Each agent has an Overview with a test chat and a Put it to work list: the chat on your website, tickets it answers on its own, and draft replies for your team.

Channel	Where Konrado answers	What it does
Live chat	The chat bubble on your website, or in your WHMCS client area	Answers visitors, collects leads and passes hard cases to your Inbox
Helpdesk	Your WHMCS or SupportPal tickets	Drafts a reply for every ticket (Copilot) and, when you let it, sends the reply itself (Auto replies)

One agent can run both channels, or you create one agent per channel.

What Konrado reads

The more Konrado can read, the more it answers from your business instead of in general. Four things feed it:

Knowledge Base: your website, uploaded documents, text you write, Q&A pairs and the Past tickets your team already answered. One list under Workspace Settings, shared by every agent. Inside an agent the row is Knowledge.
Integrations: your help desk, your panels and your VM platforms. With WHMCS connected, Konrado sees the client, services, invoices and domains behind a ticket. With cPanel, Plesk or DirectAdmin connected, it checks the account itself: domains, DNS, SSL, mail. With Proxmox or SolusVM 2, the VM: status, snapshots, backups.
Instructions: who the agent is, what it handles and when it hands over to your team. Guardrails are the rules it never breaks. A channel can add its own AI instructions and a Communication style taught by example replies.
Memory: what your team taught it, what it learned about customers, and what is happening across tickets right now.

How it answers

On live chat Konrado answers at once. On tickets, you choose how far it goes:

Setting	What happens
Copilot on	Konrado writes a draft for every incoming ticket in the departments you chose. Your team sees it beside the reply box in the help desk, or in the Inbox, and edits, sends or discards it.
Auto replies in Shadow	Konrado decides on every new ticket but sends nothing. The Status tab shows how many messages it would have answered on its own in the last 7 days.
Auto replies in Live	Konrado sends the reply itself when its confidence is above your bar and your rules allow it. Everything else stays a Copilot draft.

Confidence is a score from 0 to 100% that Konrado gives each reply. The Confidence bar under Rules is the lowest score at which a reply goes out without review. It starts at 90%. Below the bar, the draft waits for a person. The rules also cover a schedule, departments, a human takeover, and the tickets you list under Always hand to a person, whatever the confidence.

What it learns

Procedures: step-by-step playbooks for one kind of request. You write them, or Konrado suggests them from your past tickets.
Memory: when your team types a correction to Konrado, it is kept and followed on the next tickets. A memory is a fact, a rule or an event. You can edit or remove any of them.
Past tickets: the Knowledge Base source that learns from the replies your team already sent.
Example replies: replies your team was happy with, as the model for new ones.

Your customer's language

Konrado replies in the language the customer wrote in. A Polish ticket gets a Polish reply, a German chat a German one. Your team keeps working in its own language. Team language under Workspace SettingsSettingsCompany details is the fallback when Konrado cannot tell what language a customer wrote in.

What Konrado cannot do

Not possible	Why
Change a product, invoice, service or client in WHMCS, or an account in your panel	Konrado reads your systems. Changes stay in your admin.
Put a password, API token or private note in a reply	Secrets never go into a reply.
Send a reply below your confidence bar, or on a ticket your rules exclude	It stays a Copilot draft for your team.
Answer well about something it has not read	Fill the Knowledge Base. Insights shows what customers keep asking about.