Frequently Asked Questions
Quick answers to the most common questions about Nirvai, each linking to the relevant documentation page. Can't find what you need? Ask the in-app Help Chat or jump to Contact Support below.
Getting Started
What is Nirvai and what can I do with it?
Nirvai is an all-in-one platform where you create AI employees that work for you 24/7. These AI employees (called agents) are the core of the platform — they can handle customer support on WhatsApp, Instagram, Slack and more, automate repetitive tasks through Workflows, and manage data in smart Databases.
Each agent is built from key modules: Knowledge (files, websites, documents), Tools (connections to external apps via Credentials), Instructions (behavioral rules), and Channels (two-way platforms where people talk to your agent). Think of channels as where conversations happen, and credentials + tools as what your agent can do.
What's the difference between Chat AI and AI agents?
Chat AI is a general-purpose assistant for your day-to-day work — preparing files, analyzing data, brainstorming, and simple tasks. It can also call your own agents for complex workflows.
AI Agents are personalized AI employees that can be connected to channels (WhatsApp, Slack, your website), run automations via Workflows, have their own knowledge base, custom instructions, memory for long conversations, system tools like web search, their own secure cloud computer for executing code, and much more.
Agents will always be superior for specialized tasks — they're your dedicated team members. Chat AI is your personal Swiss Army knife.
Do I need technical skills to use Nirvai?
No! Most of the app has AI-assisted setup features. The two areas that can be more complex — Tools and Credentials — both have AI-guided creation that walks you through every step. You can also follow our Documentation or ask the Help Chat anytime.
Each agent comes with: Pre-made templates, Memory for long conversations, Custom tools + system tools (web search, code execution), its own secure cloud environment, Knowledge files supporting PDFs, Word, Excel, images, audio, video, websites, and Markdown, plus Custom instructions with AI help from Magic Instructions.
How do I get started with my first AI agent?
You can create an agent right away in the Agent Center — start with personalized instructions, add tools (if you already have some), or upload knowledge files. Starting with knowledge is the quickest way to test your agent's capabilities.
We also recommend browsing Templates to see if there's one that fits your use case — though some templates may require Credentials to be configured first.
Quick path: Agent Center → Create new agent → Add instructions → Upload knowledge or connect tools → Test in chat preview → Deploy to a channel when ready.
What are Templates and how do I use them?
Templates are pre-built blueprints for agents and workflows created by the Nirvai team. Each template comes with pre-configured tools, optimized instructions, channel deployment presets, and knowledge recommendations.
There are two types: Agent Templates (ready-made AI employees for Customer Support, Sales, Marketing, etc.) and Workflow Templates (pre-built automations you can activate in minutes).
A setup wizard walks you through connecting channels, configuring credentials, uploading knowledge, and filling in your company details. Some templates may require Credentials to be set up first. You can customize any template after setup.
AI Agents
What are 'Magic Instructions' and will they change my setup without permission?
Magic Instructions analyzes your agent's current instructions and suggests improvements. It never changes anything automatically — you see a visual comparison (green = additions, red = removals) and decide what to accept or reject.
What makes it powerful is context awareness: it considers your agent's tools, system tools (like memory and web search), and uploaded knowledge to generate instructions that work specifically for your agent's setup. Since instructions define your agent's entire behavior, this feature ensures they're comprehensive and well-structured.
Access it from any agent in the Agent Center.
What's the difference between 'tools' and 'knowledge' for my agent?
Knowledge = information your agent has learned. Upload PDFs, Word docs, Excel files, images, audio, video, websites, or Markdown files — your agent references them when answering questions. Great for: product catalogs, FAQs, company policies.
Tools = live actions your agent can perform in real-time. These connect to external services through Credentials. Great for: checking order status, sending emails, querying a CRM. Create tools in Custom Tools.
Example: A support agent uses knowledge (your return policy PDF) to explain rules, and a tool (Shopify API) to look up a customer's order.
How many agents can I create?
Basic accounts can create up to 3 agents and 5 tools. Pro and Ultra accounts have unlimited agents and up to 25 tools.
You can manage your subscription in Settings → Subscription.
Can my agent access my private company data?
Your agent can only access what you explicitly provide — uploaded knowledge files, connected tools, and linked Databases. It cannot browse your computer, access your email, or see any data you haven't shared. All connections are secure and isolated — no agent has full control over any external service.
What are skills?
Skills are advanced, reusable capabilities you add to an agent — packaged sets of tools and instructions (often code-based) that teach your agent to do a specific job well, beyond its built-in abilities. You can build your own, copy skills from your other agents, or add community skills shared by other users.
Manage an agent's skills while building it, or see and edit every skill across all your agents from one place in the Skills Library. Learn more in the Skills guide.
How do I improve my agent?
The fastest way to refine an agent is Developer Mode — a chat where you debug, improve, and extend your agent just by talking to it. It can adjust instructions, add or fix tools, and test behavior live, so you iterate without digging through every setting by hand.
Beyond Developer Mode, you can sharpen your agent by tightening its Instructions (with Magic Instructions), expanding its Knowledge base, and adding Skills or tools for new capabilities.
Tools & Credentials
What is a 'custom tool' in plain English?
A custom tool is a connection between your AI agent and another app. If you want your agent to check inventory in Shopify, send a Slack notification, or create a contact in HubSpot — you create a Custom Tool for each action. It's like giving your agent a remote control for your other business apps.
Browse pre-made options in Tool Templates or create your own with AI-assisted setup.
What's the difference between a credential and a channel?
This is the #1 most common question!
Credential = a key that lets your agent execute actions in an external service (one-way: agent → service). Example: an API key so your agent can send emails via Gmail.
Channel = a platform where people talk to your agent (two-way: user ↔ agent). Channels have embedded custom tools and activation to handle the conversation.
Key difference: An agent connected to a WhatsApp channel responds to incoming messages automatically. An agent with a WhatsApp tool can send a message but not reply to one. A great example is Slack notifications — agents that handle tasks internally and only send notification messages to the channel.
Rule of thumb: Chatting = channel. Executing actions = credential + tool.
Do I need to know how APIs work to set up tools?
It depends on the path you choose:
AI-assisted creation (Beginner) — the AI guides you step by step, any user can use it.
Tool Templates (Beginner) — common services, ready to use.
Import from cURL (Intermediate) — copying from API docs.
Import from OpenAPI/Swagger (Advanced) — developers with API specs.
For most users, the AI-assisted creation and templates are all you need.
Is my API key / password stored securely?
Yes. All credentials are encrypted and stored securely. Your API keys and tokens are never visible in plain text after saving — not even to you. Your agents don't have direct access to credentials either; they're embedded within tools, adding an extra layer of security. No one on the Nirvai team can see your actual credentials.
Manage everything in Credentials.
What happens when a credential expires?
Some services (especially OAuth like Google or HubSpot) issue temporary tokens that expire. When this happens, your agent will stop being able to use that tool. You'll see a notification — just click "Re-authorize" on the Credentials page (takes about 10 seconds). For API keys (like OpenAI or Stripe), these typically don't expire unless you manually revoke them.
Tip: Use the AI credential setup to understand whether your service uses temporary or permanent tokens before configuring.
How do I connect my agent to an app?
To let your agent work with an external app (Gmail, Slack, Notion, a CRM, and more), you create a Credential — a secure, saved connection to that service. The easiest path is the AI-guided credential setup: you describe the app you want to connect and the AI walks you through every step and configures it for you.
Once connected, the app's actions become tools your agent can use. See the Credentials overview to get started, or browse the provider setup guides for step-by-step instructions for a specific service.
Channels & Deployment
How do I connect my agent to WhatsApp?
As an official Meta partner, Nirvai offers an embedded sign-up process directly in the app. You have three options:
1. Connect existing WhatsApp Business account — Use a QR code or verification code to link your existing WhatsApp Business App (fastest option).
2. Create a new WhatsApp Business Cloud number — Through the embedded sign-up, Nirvai creates a new cloud number for you. Display name approval may take ~2 days.
3. Manual Meta Developer setup — For technical users: create an app in Meta Developers and connect your own apps and numbers directly.
Go to your agent in the Agent Center → Channels → WhatsApp to start.
Can I use the same agent on WhatsApp AND my website?
Yes! A single agent can be deployed to multiple channels simultaneously — WhatsApp, Instagram, your website widget, Slack, Discord, Telegram, and more — all at the same time. Your agent keeps the same personality, knowledge, and tools across all platforms. Each channel gets its own conversation threads.
Configure channels in the Agent Center.
Will my agent respond automatically 24/7?
Yes. Once deployed to a channel, your agent is always on — no need to keep your computer running or the Nirvai dashboard open. It runs in the cloud and handles conversations around the clock, including weekends and holidays. You can deactivate a channel at any time from the Agent Center.
What platforms can I deploy my agent to?
Messaging: WhatsApp, Instagram DMs, Facebook Messenger, Telegram
Team: Slack, Discord, Microsoft Teams
Web: Embeddable website widget, full-page chatbot, REST API
Lead capture: Meta Lead Ad Forms (auto-import leads into your Databases)
Add or remove platforms anytime from the Agent Center → Channels.
What happens if I disconnect a channel?
Disconnecting a channel stops your agent from receiving new messages on that platform. Existing conversations from that channel will be deleted for security reasons. You can reconnect the same channel later and your agent will resume responding to new messages. Messages sent while disconnected will not be received.
Databases & Documents
How is Database AI different from Google Sheets?
Database AI looks like a spreadsheet but works smarter:
Column types are enforced — a "Date" column only accepts dates, an "Email" column validates format. No messy data.
Multiple views — see the same data as a list, grid (spreadsheet), or Kanban board.
AI-powered — ask questions in plain English using Smart Search.
Agent integration — your AI employees can read, create, update, and delete records automatically.
Connectors — auto-import data from sources like Meta Lead Ads via Connectors.
Can my AI agent automatically add and update records?
Yes! Agents can manage data in two ways:
Nirvai Databases — connect a Database to your agent and it can create, read, update, and search records in seconds.
Any external app — using Custom Tools, your agent can add records to Shopify, HubSpot, Airtable, or any app with an API.
This happens automatically during conversations — your agent decides when to read or write data based on context.
What are Connectors and how do I get my Facebook leads automatically?
Connectors are automatic data bridges between external platforms and your databases. For Facebook/Meta Lead Ads:
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Create a Database with columns matching your lead form fields (name, email, phone, etc.)
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Go to Connectors → Meta Instant Forms
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Select your Facebook page and lead form
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Map each form field to a database column
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Activate — new leads flow in automatically in real-time!
No manual data entry, no CSV exports.
How is Document AI different from asking Chat AI to write a document?
Chat AI generates a complete document from scratch in one shot. Good for first drafts and quick content.
Document AI gives you a side-by-side editor — chat with AI on the left, see the document on the right. Review every change as a visual diff (accept/reject each edit individually). Perfect for precision editing.
Use Chat AI when you need something fast. Use Document AI when you need to iterate section by section.
Can I export my files and documents?
Yes, multiple ways:
Public links — agents can create shareable public links for any file.
Chat UI — Chat AI and agent chats display files with previews and a download button.
Document AI — export as Markdown (.md), Word (.docx), or PDF (.pdf) from the Documents editor.
Workflows & Research
What is a workflow in simple terms?
A Workflow is a way to make your AI employees work 24/7 on automated tasks. Instead of manually doing the same things every day, you tell Nirvai: "Do step 1, then step 2, then step 3" — and it runs automatically. Each step is handled by one of your AI agents.
Example: "Every morning at 8am → Agent 1 searches for competitor news → Agent 2 writes a summary → Agent 3 posts it to Slack."
It's like Zapier or Make, but each step is powered by an intelligent AI employee.
How do I schedule a workflow?
When setting up a scheduled trigger in Workflows, you can choose from common presets like "every hour", "every day at 9am", or "every Monday".
For custom schedules, a great option is to ask Chat AI to generate a cron expression for your exact needs — just describe the schedule in plain English (e.g., "every weekday at 6pm") and paste the result.
What happens if one step in my workflow fails?
The orchestrator evaluates whether the error is critical or optional. If the failed step is essential, the workflow stops. If it's optional, the workflow continues to the next step.
You can always view all runs in the Workflow AI monitoring view — inspect how each agent processed its instructions, check for quality, and understand exactly what happened. Color-coded status: green = success, red = failed, yellow = running.
How long does a Research AI project take?
It depends on the scope:
Quick research (10-50 sources): 2-5 minutes
Standard research (50-200 sources): 5-20 minutes
Deep research (200-500+ sources): 20 minutes to a few hours
You can close the browser and come back — research runs in the background. Start a new project in Research AI.
Can I trust the accuracy of research reports?
Research AI processes 50-500+ real web sources and cross-references information across them. Every claim in the final report is embedded with proper references to the original content, so you can verify any fact with one click.
The style of the final report can be adjusted to whatever you need — executive summary, detailed analysis, bullet points — and all generated versions maintain their source references.
Like any AI tool, we recommend reviewing key claims for critical decisions.
How do I start with an automation?
There are three trigger types for your Workflows:
Schedule (Easy) — Recurring tasks like daily reports or weekly summaries. Set a time and it runs automatically.
Manual (Easy) — On-demand tasks you trigger yourself when needed.
Webhook (Intermediate) — Event-driven automations. Your workflow executes when something happens in another app (e.g., a new order in Shopify, a form submission, a payment in Stripe). This is especially powerful for connecting Nirvai to events in your other business apps.
You can set up any workflow using the AI-assisted creation or build it manually.
Contact Support
Most questions are answered fastest above, or by the in-app Help Chat, which can search these docs and walk you through almost any feature. When you need a person, the Nirvai team is one email away.
Reach out by email when:
- You've hit a bug or something isn't working as documented.
- You have a billing, subscription, or credits question that's specific to your account.
- You need help an article or the Help Chat couldn't resolve.
- You want to report a security issue or request account changes.
Email us at users@nirvana-ai.com. To skip the typing, use the button below — it opens your email app with the subject and a short checklist already filled in:
If the button doesn't open anything (common on webmail), just copy users@nirvana-ai.com into your mail client.
What to include — the more of this you send, the faster we can help:
| Include | Why it helps |
|---|---|
| Your account email | Lets us find your workspace and reproduce the issue. |
| What happened | A short description of the problem or question. |
| Steps to reproduce | What you clicked or did right before it went wrong. |
| Screenshots | A picture of the screen or error saves a lot of back-and-forth. |
We read every message and reply by email. Billing and account-specific requests are handled directly by the team; for general "how-to" questions we'll often point you to the exact documentation page or Help Chat flow that solves it.