InstackAI Product Documentation
Welcome. This is the plain-language guide to what InstackAI does today — every screen, every setting, every status message, and what to tell a customer who asks about them.
It's written for people who use and support the product rather than build it: support agents answering questions, testers writing test cases, new starters getting their bearings, and anyone in the business who needs to know exactly how something behaves. No technical background is assumed.
Each page describes what the product actually does now, not what it might do later. Where behaviour couldn't be confirmed, it's written as a limitation rather than stated as fact.
Start here
New to InstackAI? Read these five in order, then dip into whichever feature page you need:
- Product overview — what InstackAI is, who buys it, and what it can do
- Organisations and roles — how accounts and teams are structured
- Agents — what an agent is and how it's put together
- Channels — phone, text message and web chat, and how they differ
- Billing model — how money and credit work
If you're supporting a customer with a specific question, skip straight to the relevant feature page. Each one stands on its own.
The basics
Ideas that come up across several features. Read them once, and the feature pages won't need to repeat them.
- Organisations and roles — organisations, members, invitations, and what each role means
- Who can see and do what — which people can reach which information
- Agents — the agent itself: its instructions, what it remembers, and what it knows about a conversation
- Channels — phone, text message and web chat compared
- Billing model — credit, subscriptions, and what happens when you run out
Features
Everything a customer can see and do in the product.
Getting started
- Onboarding — the first-time setup flow
- Dashboard — the landing screen and the numbers on it
- Settings and profile — account and organisation settings
- Team — inviting and managing colleagues
Setting up your agent
- Agent setup — personality, profile, availability and call behaviour
- Agent builder — building an agent with AI assistance
- Knowledge base — the material your agent answers from
- Workflows — the step-by-step routines an agent follows during a conversation
Talking to customers
- Phone numbers — buying, assigning and managing numbers
- Calls — how incoming and outgoing calls work, start to finish
- Scheduled calls — queuing up outbound calls
- SMS — two-way texting, templates and opt-outs
- Web chat widget — the chat and voice widget you add to your website
Records and follow-up
- Contacts — your customer list
- Bookings and calendars — Google Calendar and Calendly, services, and confirming bookings
- Call history — transcripts, recordings and highlights
- Conversations — every conversation in one place, whatever the channel
Insight and money
- Analytics — charts, and what each metric counts
- Usage and spend — where your credit is going
- Billing — topping up, invoices, and failed payments
- Copilot — the assistant built into the app
Internal tools
Screens only InstackAI staff can reach. Customers never see these.
- Super-admin access — who gets access and how it's controlled
- Organisations — managing customer accounts
- Agent tester — testing agents over real text messages and calls
- Content management — the home page, blog, use-case pages and site settings
- Migrations — the internal migrations screen
What isn't covered here
- The public marketing website itself — the home page, blog posts, comparison and use-case pages, contact and compliance pages, and the demo call on the website. The internal screens used to edit that content are covered, in content management.
- Anything to do with building or running the software. That's covered in the engineering documentation, which lives with the code.
Keeping this accurate
When the product changes, the page describing it changes with it — in the same piece of work, not later. A page that has quietly gone out of date is worse than no page at all, because someone will answer a customer from it.
If you spot something here that doesn't match what the product does, flag it rather than working around it.