Backstage

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What Can Users Do With It?

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Analytics & Insights

• Ask questions like “What are my top customer topics this month?” or “Show me conversation trends for the last 3 months”
• View interactive charts (bar, line, area, pie) generated in real time
• Check credit usage breakdowns
• Identify knowledge gaps — questions the agent couldn’t answer

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Training & Knowledge Base

• Add, update, or delete knowledge base sources (text, Q&A pairs, URLs)
• Upload files (PDFs, Word docs, spreadsheets, archives) to extract training data from
• Trigger retraining after making changes
• Toggle auto-retrain on or off

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Agent Configuration

• Update the agent’s system instructions or channel-specific instructions
• Change the AI model or temperature
• Modify the chat widget appearance (colors, header, button styles, themes)

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Helpdesk (Read-Only)

• Query tickets by status, assignee, channel, or date
• Search tickets using text or semantic search
• View agent performance metrics, resolution analytics, and workload distribution
• Review helpdesk settings and saved views

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Actions & Integrations

• Create, update, enable/disable, or delete actions (Slack notifications, webhooks, ticket creation, etc.)
• Check integration status and trigger OAuth connections for new integrations

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Deployment

• Check which channels are active (chat widget, WhatsApp, Slack, etc.)
• Enable or disable channels

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Built-in Skills (Multi-Step Workflows)

Users don’t need to invoke these explicitly — the AI uses them automatically when relevant:

• Weekly insights report
• Tone/instruction updates with safe diff preview
• Drafting Q&A from knowledge gaps
• New AI agent onboarding walkthrough
• File/archive processing into training data
• Helpdesk triage, issue review, performance review, and settings audit

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How Does Approval Work?

Backstage never makes changes silently. Any mutative action (updating instructions, adding sources, deleting an action, etc.) triggers a confirmation UI where the user can review each change and approve or reject it individually before anything is applied. Text changes show a side-by-side diff; settings changes show a before/after table.

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Plan Access & Daily Message Limits

Backstage is accessible to all plans — there is no plan-level gate blocking access. The only throttle is the daily message limit, which varies by plan: There is also a rate limit of 10 requests per 60 seconds per user to prevent abuse.

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Limitations

• Message length: 10,000 characters max per message
• File uploads: Max 50 MB per file, up to 5 files per message
• Analytics range: Queries can cover a maximum of 6 months
• Knowledge base source size: Max 1 MB per text source or Q&A entry
• Helpdesk is read-only: Backstage can surface helpdesk analytics and tickets, but it cannot modify ticket status, assign tickets, or send messages to customers
• File tools are agent-focused: Backstage will only process uploaded files for agent-related tasks (improving knowledge base, instructions, analytics). It won’t do general-purpose tasks like summarizing a random document or solving homework
• Permission-based: Users only see tools they have permission to use based on their RBAC role. If a user lacks write permissions, mutative tools will return an “insufficient permissions” error