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Deway Admin - App Info for AI Assistant

This document provides context for the AI assistant to help users navigate the Deway Admin dashboard. It contains information that cannot be inferred from the UI alone.

Product Overview​

Deway Admin is where you configure and monitor your autonomous adoption layer. The admin allows you to:

  • Train your AI agent with personality and sensitive topic handling
  • Customize the chat widget appearance and behavior
  • Monitor chats between users and the AI, and rate responses
  • Inspect user sessions with AI-generated summaries and flow outcomes
  • Manage your Knowledge Base with web scrape sources and PDF uploads
  • Track plan usage and billing for guided actions
  • Manage your team and their access levels
  • Connect integrations with analytics and notification tools
  • Submit GDPR/CCPA requests to export or delete user data
  • Audit and revoke admin logins

The sidebar contains these sections.

Top section:

  1. User Activity — Engagement metrics and trend charts
  2. User Sessions — Individual session replay with AI-generated summaries
  3. Chats — View chat history; rate assistant responses
  4. Agent Look & Feel — Customize widget appearance and copywriting
  5. Agent Training — Set personality and sensitive topic handling
  6. Knowledge Base — Manage documentation sources for the AI

Bottom section:

  1. Billing — Plan usage and overage tracking
  2. Settings — SDK Setup, Team, Integrations, Security, Login Activity, Data & Privacy

A project (app) selector lives in the top bar — switch between apps in your tenant.

Feature Details​

User Activity​

What it shows:

  • Total questions asked by users
  • Active users count and engagement percentage
  • Average chats per engaged user
  • Trend charts for "Users with Questions" and "Active Users" over time

Time range options:

  • Last 24 Hours
  • Last 7 Days (default)
  • Last 30 Days
  • Custom date range

Empty state: If you see "No data yet", the SDK hasn't been integrated or no users have interacted yet. Check Settings > SDK Setup for integration instructions.

User Sessions​

What you'll see:

  • Table of individual user sessions with AI-generated titles
  • Session duration, event count, and flow outcome badges
  • Filters for user ID, time range, duration, event count, and bot/dev traffic

Session details (click to expand):

  • AI-generated TL;DR and summary
  • Chronological business events with parameters
  • Flow outcomes: Completed, Mistakes, Dropped-Off

Chats​

What you'll see:

  • List of all chat sessions between users and your AI
  • User info, message count, page paths, and timestamps
  • Full message history when you click a chat

Message details:

  • Actor: Either "user" or "assistant"
  • Citations: For assistant messages, shows which Knowledge Base sources were used
  • Intent: What the AI detected the user was trying to do
  • Topic: Current conversation topic
  • Page: Which page the user was on

Rating assistant responses:

  • Each assistant message has a 1–5 star rating control
  • Optional comment popover for notes
  • Use ratings to flag responses that need work and identify training gaps

Using chats to improve:

  1. Look for unanswered questions → Add to Knowledge Base
  2. Look for poor responses → Star-rate them and add notes
  3. Look for missed sensitive topics → Add Sensitive Topics in Agent Training

Agent Look & Feel​

Widget appearance modes:

  • Bubble - Floating circular button (typically bottom-right)
  • Bookmark - Fixed tab on the side of the screen

Theme configuration:

The theme has light and dark mode variants. Each mode configures:

CategoryProperties
Accentbase, hover, active, muted, subtle
Surfacebase, elevated, secondary, tertiary, inset
Textprimary, secondary, tertiary, disabled
Bordersubtle, light, medium, strong

Color formats: #RGB, #RRGGBB, or #RRGGBBAA (with alpha)

Typography:

  • Base font: For body text (e.g., "Inter, system-ui, sans-serif")
  • Mono font: For code blocks (e.g., "JetBrains Mono, monospace")

Copywriting options:

FieldPurpose
Assistant NameDisplay name shown to users
AI DisclaimerMessage shown before chat starts
Thinking MessagesShown while AI is processing (rotates if multiple)
Welcome TitleGreeting headline when chat opens
Welcome SubtitleSecondary greeting text
Prompt SuggestionsUp to 4 starter questions shown to users

Support Handoff:

  • URL mode: Opens a link (e.g., your support page)
  • Selector mode: Clicks a DOM element (e.g., #intercom-launcher to open Intercom)

Custom icons:

  • Must be inline SVG markup
  • XSS protection is enforced
  • Widget icon size: 18-36 pixels

Agent Training​

Two configurable sections:

1. Personality Type — How the agent sounds.

  • Professional — Formal, precise, gets straight to the point
  • Friendly — Warm, conversational, welcoming

2. Sensitive Topics — Categories of user messages that need special handling.

Built-in topics (always active, cannot be modified):

  1. Malicious Content — Blocks illegal, harmful, and prompt injection attempts. Reaction: Refuse to Answer.
  2. Human Handoff Request — Detects when users explicitly ask for a human. Reaction: Handoff to Support.

Custom topics you can add:

  • Pricing/Billing questions → handoff-to-support
  • Legal/compliance questions → refuse-to-answer
  • Competitor comparisons → refuse-to-answer

Each custom topic has:

  • Title — Short name
  • Description — What triggers this topic
  • Reaction — Refuse to Answer or Handoff to Support
  • Custom Agent Response — Optional override for the default message
  • Examples — Up to 10 positive/negative training examples

Reactions:

  • Refuse to Answer: AI politely declines
  • Handoff to Support: AI offers to connect with human support

Training examples:

  • Positive case: Should trigger the topic (e.g., "Can I get a discount?")
  • Negative case: Should NOT trigger (e.g., "What's included in the Pro plan?")

Copy to another Project: Copies all training config to another app in your tenant.

Knowledge Base​

Purpose: Add your documentation so the AI can answer product questions accurately.

Two types of data sources:

  • Web Scrape — Documentation websites crawled by the Deway team during onboarding
  • Manual — PDF files you upload directly (max 5 MB)

Data sources table shows:

  • Source (URL or filename)
  • Type (Web Scrape or Manual)
  • Status (Syncing, Completed, Failed)
  • Document count
  • Last updated

Uploading PDF files:

  1. Click Upload File
  2. Drag and drop a PDF or click to browse
  3. Processing starts immediately

Best practices:

  • Ensure your main documentation is indexed
  • Upload supplemental PDFs for internal docs not available on a public URL
  • Contact the Deway team to add or update web scrape sources

Billing​

Plan Overview: Current tier, monthly platform fee, included guided action quota, and overage rate.

Guided Actions usage: Progress bar of counted actions against your quota, plus an amber callout if you're over.

Charge breakdown: Platform fee + overage = estimated total for the period.

Daily Breakdown chart: Stacked bar of counted vs. not-counted actions per day.

Counted vs. not counted:

  • Counted: Resolved AI chats, successful guided flows
  • Not counted: Employee traffic, unresolved sessions, bot/dev traffic

Settings​

SDK Setup​

Shows your App Key, integration instructions (AI assistant, manual, CDN), and a real-time SDK status indicator.

Connection status:

  • Live: SDK connected and events received in the last 7 days
  • No Events: SDK installed but no recent activity
  • Error: Connection issue

Team Management​

Roles:

RolePermissions
AdminFull access — manage team, billing, all settings, data & privacy
WriteCreate and modify content — Agent Training, Look & Feel, Knowledge Base, Integrations, Security
ReadView-only — see analytics, sessions, chats, billing

Inviting members:

  1. Click "Invite Member"
  2. Enter email address
  3. Select role
  4. Click Invite

Notes:

  • Invited users authenticate via your organization's SSO
  • Email domain must match your organization
  • Recent invitations (< 1 hour) are marked

Integrations​

Available integrations:

  • Google Analytics, HubSpot, Amplitude, Mixpanel, Segment, Slack, Webhooks, Woopra

With full configuration UI:

  • Mixpanel — Token + Region (US/EU)
  • Amplitude — API Key + Data Location (US/EU)
  • Segment — Write Key + Region (US/EU)

Other integrations toggle on/off and may be configured by the Deway team.

Data residency: Choose US or EU based on your compliance requirements.

Security​

User Allow List:

  • Empty list = all users can use the SDK
  • Add specific user IDs to restrict access
  • Useful for beta testing or staged rollouts
  • Comma-separated list of user IDs

Pages Allow List:

  • Glob path patterns + optional regex query parameter filters
  • Empty list = widget active on all pages
  • Multiple entries combined with OR
  • Built-in URL simulator to test rules before saving

Login Activity​

Lists every active admin login on your account with device info, IP address, and last-active time. Revoke individual logins or sign out of all other devices at once. Logins expire after 1 hour of inactivity.

Data & Privacy​

Submit GDPR or CCPA requests to export or permanently delete user data for specific user IDs. Each request has a status (Pending, In Progress, Completed, Rejected) and is tracked in the Request Log.

  • GDPR SLA: 28 days
  • CCPA SLA: 45 days
  • Deletions cannot be reversed

Multi-App Support​

If your organization has multiple products:

  • Use the app selector in the top bar to switch
  • Each app has its own:
    • Knowledge Base
    • Chats
    • Theme configuration
    • Integrations
    • Security settings
  • Team members are shared across apps

Common Workflows​

Setting up a new app​

  1. Go to Agent Training → Select a Personality Type
  2. Go to Agent Training → Optionally add custom Sensitive Topics
  3. Go to Knowledge Base → Upload PDFs or ask the Deway team to add a web scrape source
  4. Go to Agent Look & Feel → Customize theme and copywriting to match brand
  5. Go to Settings > SDK Setup → Copy integration code (or the AI assistant prompt)
  6. Install SDK in your application
  7. Go to User Activity → Verify events are flowing

Improving AI responses​

  1. Go to Chats → Find poor responses and star-rate them
  2. Identify the gap:
    • Missing knowledge? → Add to Knowledge Base
    • Wrong tone? → Change Personality Type
    • Missing sensitive handling? → Add a Sensitive Topic
  3. Test by asking similar questions

Handling a GDPR or CCPA request​

  1. Go to Settings > Data & Privacy
  2. Click "Request Export" or "Request Deletion"
  3. Pick GDPR or CCPA compliance type
  4. Paste the user IDs to include
  5. Submit and track via the Request Log

Onboarding team members​

  1. Go to Settings > Team
  2. Click "Invite Member"
  3. Choose appropriate role:
    • Admins: For those who manage the product
    • Writers: For content managers
    • Readers: For stakeholders who just need visibility

Troubleshooting​

"No data" on User Activity​

  • SDK not installed → Check Settings > SDK Setup
  • SDK not initialized → Verify Deway.init() is called
  • Users not identified → Ensure Deway.identify() is called

AI gives wrong answers​

  • Check if relevant docs are in Knowledge Base
  • Verify sync completed successfully
  • Rate the response in Chats and revisit later

Theme changes not appearing​

  • Save changes in Look & Feel
  • Hard refresh the page where SDK is installed
  • Check browser cache
  • Verify correct app is selected

Team member can't log in​

  • Verify email domain matches organization
  • Check SSO configuration with IT
  • Resend invitation if expired
  • Ensure invitation was accepted

Key Terminology​

TermDefinition
TenantYour organization/company
AppA product or application within your tenant
App KeyUnique identifier for SDK initialization
Guided ActionA resolved AI interaction that counts against your plan quota
Data SourceA documentation URL or PDF indexed for AI knowledge
Personality TypeThe communication style the agent uses (professional or friendly)
Sensitive TopicA subject requiring special handling (refuse or handoff)
SyncThe process of crawling and indexing documentation
CitationReference to Knowledge Base source used in an answer
Compliance RequestGDPR or CCPA export/deletion request for user data