# Tied

> Documentation for the Tied customer-communication platform.

## Documentation

### Get started

- [Tied documentation](https://docs.tied.com/index.md): One orchestration agent that reads your customer's context, applies your rules, and acts across the systems you already run.
- [Quickstart](https://docs.tied.com/quickstart.md): Ten minutes from an empty account to watching an AI agent resolve a real conversation.
- [Core concepts](https://docs.tied.com/concepts.md): The nouns every other page assumes you already know.
- [How a message flows](https://docs.tied.com/message-lifecycle.md): From a customer's first message to a billed resolution — every step, and where the decisions get made.
- [Setup checklist](https://docs.tied.com/setup-checklist.md): Five things to do first, in the order that avoids rework.
- [Roles and permissions](https://docs.tied.com/roles-permissions.md): Two assignable built-in roles, and custom roles for permission sets that don't fit them.

### Channels

- [Channels](https://docs.tied.com/channels.md): Every channel compared — what each can render, what it costs, and what it takes to turn on.
- [Inbox settings](https://docs.tied.com/channels/inbox-settings.md): Every setting on an existing inbox, what it changes, and which channels show it.
- [Business hours](https://docs.tied.com/channels/business-hours.md): When you are open, what customers see when you are not, and the three other things this setting quietly controls.
- [Apple Messages for Business](https://docs.tied.com/channels/apple-messages.md): Branded, interactive conversations inside the Messages app — with payments, scheduling and authentication in the thread.
- [Registering with Apple](https://docs.tied.com/channels/apple-messages/registration.md): Apple Business Register, brand verification and MSP linkage — with realistic timelines.
- [Connecting your inbox](https://docs.tied.com/channels/apple-messages/connect.md): Turning an approved Apple Business Register account into a working Tied inbox.
- [Rich Feature Messages](https://docs.tied.com/channels/apple-messages/rich-feature-messages.md): The eight interactive message types Apple Messages for Business supports, and the envelope they share.
- [Entry points](https://docs.tied.com/channels/apple-messages/entry-points.md): Eight places a customer can start an Apple Messages conversation — most of which you already own.
- [Known limitations](https://docs.tied.com/channels/apple-messages/limitations.md): The constraints worth knowing before you design a flow around Apple Messages.
- [Google RCS](https://docs.tied.com/channels/rcs.md): Rich, branded, verified messaging built into every Android phone — no app download required.
- [SMS and MMS](https://docs.tied.com/channels/sms-mms.md): Universal reach, real compliance obligations, and the encoding detail that surprises people on their first invoice.
- [Email](https://docs.tied.com/channels/email.md): Forward your existing support inbox to Tied, or connect one directly — replies thread the way a normal inbox would expect.
- [Custom reply email and domain](https://docs.tied.com/channels/email/custom-domain.md): Send as your own address, on your own domain, instead of Tied's default.
- [IMAP and SMTP](https://docs.tied.com/channels/email/imap-smtp.md): Connecting a mailbox Tied does not have an OAuth button for — and the ordering rule that catches everyone.
- [Web chat](https://docs.tied.com/channels/web-chat.md): Live in minutes with one script tag — the only channel that needs no verification, carrier or DNS.
- [Pre-chat form](https://docs.tied.com/channels/web-chat/pre-chat-form.md): A short form before the conversation opens. Every field you add is a filter, so add as few as possible.
- [Widget builder](https://docs.tied.com/channels/web-chat/widget-builder.md): Everything a visitor sees before they type, with a live preview of each change.
- [WhatsApp](https://docs.tied.com/channels/whatsapp.md): 2.78 billion users, a 24-hour window that governs everything, and the acquisition trick that cuts costs 60–80%.
- [Message templates](https://docs.tied.com/channels/templates.md): Pre-approved messages for WhatsApp and Twilio content — what needs one, and how approval works.
- [Instagram](https://docs.tied.com/channels/instagram.md): Direct Messages from a professional account, landing in the same inbox as everything else you run through Tied.
- [Facebook Messenger](https://docs.tied.com/channels/messenger.md): Connect a Facebook Page and answer Messenger conversations from the same inbox as every other channel.
- [Slack](https://docs.tied.com/channels/slack.md): Work a conversation from any channel without opening the dashboard — reply in the thread, and it goes straight back to the customer.
- [Telegram](https://docs.tied.com/channels/telegram.md): Paste a bot token and Tied handles the rest — webhook registration included.
- [LINE](https://docs.tied.com/channels/line.md): The default messenger in Japan, Taiwan and Thailand, connected through your LINE Official Account.
- [API channel](https://docs.tied.com/channels/api.md): Build the channel Tied doesn't ship — your webhook carries the outbound leg, three endpoints carry the inbound one.

### Inbox and team

- [Inbox](https://docs.tied.com/inbox.md): One shared thread per customer, across every channel — and why that is not a ticket queue.
- [Conversation views](https://docs.tied.com/inbox/views.md): Filters, sorting and bulk actions.
- [Working a conversation together](https://docs.tied.com/inbox/collaboration.md): Participants, mentions, private notes and snooze — the four things that keep several people in one thread from tripping over each other.
- [Finding a conversation](https://docs.tied.com/inbox/search.md): One query, four kinds of result — and two limits worth knowing before you conclude something isn't there.
- [Command bar](https://docs.tied.com/inbox/command-bar.md): Cmd+K opens a search box that can do most of what the interface can — navigate, assign, label, snooze, and act on a whole selection at once.
- [AI-to-human handoff](https://docs.tied.com/inbox/handoff.md): What triggers escalation and what the human receives.
- [Macros and canned responses](https://docs.tied.com/inbox/macros.md): One sends text. The other runs a sequence of actions. They are not the same tool.
- [Canned responses](https://docs.tied.com/inbox/canned-responses.md): Reusable text you insert with a slash. The fastest thing in the composer, and the easiest to let rot.
- [Labels and custom attributes](https://docs.tied.com/inbox/labels.md): A taxonomy automation and reporting can share.
- [Teams and business hours](https://docs.tied.com/inbox/teams.md): Coverage windows and out-of-hours behaviour.
- [Inserting help centre articles](https://docs.tied.com/inbox/insert-article.md): Dropping a published article into a reply.
- [CSAT](https://docs.tied.com/inbox/csat.md): Survey configuration and its billing effect.

### Automation and routing

- [Automation rules](https://docs.tied.com/automation.md): Event, condition and action rules.
- [Assignment policies](https://docs.tied.com/automation/assignment.md): Auto-assignment, round-robin and load balancing.
- [SLA policies](https://docs.tied.com/automation/sla.md): Response and resolution targets, and breach handling.
- [Auto-resolve conversations](https://docs.tied.com/automation/auto-resolve.md): Closing conversations after inactivity.
- [Custom views and saved folders](https://docs.tied.com/automation/custom-views.md): A saved filter you do not rebuild every time — kept per person, not shared.
- [Agent bots](https://docs.tied.com/automation/agent-bots.md): Registering a bot against an inbox.

### Contacts

- [Contacts overview](https://docs.tied.com/contacts.md): How contacts are created, identified and merged.
- [Attributes and custom fields](https://docs.tied.com/contacts/attributes.md): Standard and custom fields, and where they surface.
- [Segments and saved filters](https://docs.tied.com/contacts/segments.md): Filtered contact sets for campaigns and reporting.
- [Importing contacts](https://docs.tied.com/contacts/import.md): CSV import, mapping and deduplication.

### Help Center

- [Help Center](https://docs.tied.com/help-center.md): A public knowledge base for customers, and the knowledge source your AI agent answers from.
- [Creating a portal](https://docs.tied.com/help-center/portals.md): Setup, slug, branding and multiple portals.
- [Categories and structure](https://docs.tied.com/help-center/categories.md): Organising and ordering articles.
- [Writing and publishing articles](https://docs.tied.com/help-center/articles.md): The editor, draft state, authorship and SEO.
- [FAQs](https://docs.tied.com/help-center/faqs.md): Question-and-answer sets, and how they differ from articles.
- [Locales and translations](https://docs.tied.com/help-center/locales.md): Running a portal in several languages.
- [Portal settings and custom domain](https://docs.tied.com/help-center/settings.md): Theming, domain, search and visibility.

### Campaigns

- [Campaigns](https://docs.tied.com/campaigns.md): Reaching out first — scheduled sends to a labelled audience, and triggers that fire on behaviour.
- [One-off campaigns](https://docs.tied.com/campaigns/one-off.md): The inbox you pick decides the type automatically — audience from labels, one send, then done.
- [Ongoing campaigns](https://docs.tied.com/campaigns/ongoing.md): A URL pattern, a timer, and an optional business-hours gate — running for as long as you leave it on.
- [WhatsApp campaigns](https://docs.tied.com/campaigns/whatsapp.md): A one-off campaign with Meta's own rules layered on top: a template is mandatory, and the free windows rarely help.

### Chatbot

- [Chatbot](https://docs.tied.com/chatbot.md): Scripted conversation paths for the things that must happen the same way every time.
- [Canvas basics](https://docs.tied.com/chatbot/canvas.md): Nodes and edges, a side panel that switches jobs, and a simulator that never touches a real conversation.
- [Node types](https://docs.tied.com/chatbot/nodes.md): The nine building blocks a flow is made of, and what each one needs configured.
- [Branching and variables](https://docs.tied.com/chatbot/branching.md): How branch_on_reply actually matches a reply, what its fallback really does, and where Liquid can't reach.
- [Channel-native nodes](https://docs.tied.com/chatbot/channel-nodes.md): Emitting Apple Messages primitives from inside a flow — and the three that can't be configured yet.
- [Flow templates](https://docs.tied.com/chatbot/templates.md): The templates Tied ships pre-built, and exactly what lands on your canvas when you use one.
- [Testing and simulation](https://docs.tied.com/chatbot/testing.md): The one way to try a flow that doesn't immediately go live, and the node types it can't simulate honestly.
- [Versions and publishing](https://docs.tied.com/chatbot/versions.md): Every publish is permanent, rollback is instant, and "save draft" is not what its name implies.

### AI agents

- [AI agents](https://docs.tied.com/agents.md): The agent that perceives an issue, reasons over your policy, acts across your software, tells the customer what it did, and learns the pattern.
- [Knowledge and retrieval](https://docs.tied.com/agents/knowledge.md): The agent already knows your business the first time you open it. Here is where that came from, and how to make it better.
- [Learning controls](https://docs.tied.com/agents/learning-controls.md): Decide which of your connected apps Tied Teammate may learn from, what it may read in them, and who approves what it finds. Everything is off until you turn it on.
- [Actions and tools](https://docs.tied.com/agents/actions.md): How the agent reaches your systems, what stops it reaching further, and the receipt it leaves behind every time.
- [How the agent picks a message](https://docs.tied.com/agents/messages.md): Intent goes in, a validated channel payload comes out. The model never writes the JSON, and your flows never name a channel.
- [Guardrails and safety](https://docs.tied.com/agents/guardrails.md): Four different jobs share one word. Separating them is what makes each one enforceable.
- [Models and routing](https://docs.tied.com/agents/models.md): Which model answers a request, whose credential pays for it, and how you get told what it actually cost.
- [Training studio](https://docs.tied.com/agents/studio.md): The front door, not a settings page. Where you shape the agent, argue with it in a sandbox, and publish a version you can roll back.
- [Evaluation](https://docs.tied.com/agents/evaluation.md): Knowing whether a change made the agent better or worse — before your customers find out.
- [Operations](https://docs.tied.com/agents/operations.md): Watch it work, audit what it did, step in, and correct it systematically. Four things a support manager needs and most vendors hide.
- [Proactive outreach](https://docs.tied.com/agents/proactivity.md): The agent notices a problem in your systems and reaches out before the customer files a ticket.
- [Long-horizon cases](https://docs.tied.com/agents/long-horizon-cases.md): Work that runs for weeks across many conversations, waits on the outside world, and is billed on milestones rather than resolutions.

### Administration

- [Workspace settings](https://docs.tied.com/admin/workspace.md): Account-level settings: your name, your logo, your email domain, and the two destructive controls at the bottom of the page.
- [Users and roles](https://docs.tied.com/admin/users.md): Inviting, assigning roles and deactivating access.
- [Custom roles](https://docs.tied.com/admin/custom-roles.md): Permission sets beyond the built-in roles.
- [Profile and notification preferences](https://docs.tied.com/admin/profile.md): Personal settings, availability and notification routing.
- [Personalisation](https://docs.tied.com/admin/personalisation.md): Theme, accent colour, conversation layout and message bubble colours. All of it is yours alone — none of it changes what anyone else sees.
- [Notifications](https://docs.tied.com/admin/notifications.md): Three independent channels — audio, email and push — each with its own switches. Tuning them is the difference between noticing what matters and ignoring all of it.
- [Audit logs](https://docs.tied.com/admin/audit-logs.md): What is recorded, retention and export.
- [Data residency and retention](https://docs.tied.com/admin/data-residency.md): Regions by plan, and retention windows.
- [Security](https://docs.tied.com/admin/security.md): Encryption, subprocessors and posture.
- [SSO and SCIM](https://docs.tied.com/admin/sso-scim.md): SAML, OIDC, directory sync and enforced MFA.
- [Dashboard apps](https://docs.tied.com/admin/dashboard-apps.md): Embedding your own app in the conversation sidebar.

### Reference

- [Glossary](https://docs.tied.com/glossary.md): Customer-experience and AI messaging terms, defined as Tied uses them.
- [Troubleshooting](https://docs.tied.com/troubleshooting.md): The problems that actually come up, and the first thing to check for each one.
- [Keyboard shortcuts](https://docs.tied.com/keyboard-shortcuts.md): The combinations that move you around Tied without reaching for the mouse.
- [Changelog](https://docs.tied.com/changelog.md): What shipped, when, and what you need to do about it.
- [Migrating from Intercom](https://docs.tied.com/migrate/intercom.md): What maps cleanly, what doesn't, and the order to move things in.
- [Migrating from Zendesk](https://docs.tied.com/migrate/zendesk.md): Ticket queue to shared inbox — the conceptual shift, and what to do about macros.

- [API Reference (329 pages)](https://docs.tied.com/_llms/api-reference.txt): Documentation for API Reference.

## Pricing and Billing

### The model

- [How pricing works](https://docs.tied.com/pricing.md): The complete billing mechanism: what is charged, what is not, how each number is derived, and what happens at the edges.
- [What counts as a resolution](https://docs.tied.com/pricing/resolutions.md): The complete billability test: four signal tiers, every corroborator, ten never-billable conditions, the void windows, and what is on the receipt.
- [Resolution pricing](https://docs.tied.com/pricing/resolution-pricing.md): Seven classes, each assigned by a single mechanical test evaluated against the action audit trail.
- [The money-back guarantee](https://docs.tied.com/pricing/guarantee.md): A negative signal credits a resolution back automatically, with no claim to file and no cap.
- [How Tied compares](https://docs.tied.com/pricing/compare.md): Where per-resolution AI support vendors publish their resolution rules, where they stop, and what Tied Teammate publishes in addition. Every competitor claim links to the vendor's own page and carries a check date.

### Costs and billing

- [Model costs and BYOK](https://docs.tied.com/pricing/model-costs-byok.md): Model tokens pass through at exactly what the provider charged. Zero markup, at every tier — or bring your own key and Tied never touches the money.
- [Credits](https://docs.tied.com/pricing/credits.md): One prepaid balance for resolutions and channel usage, pegged at ten cents per credit.
- [Channel fees](https://docs.tied.com/pricing/channel-fees.md): What it costs to deliver a message — carrier passthrough plus a flat Tied platform fee, billed separately from resolutions.
- [RCS channel fees](https://docs.tied.com/pricing/channel-fees/rcs.md): Per-segment and per-message RCS rates across six US carriers, with carrier surcharge and Tied platform fee shown separately.
- [SMS, MMS and short code fees](https://docs.tied.com/pricing/channel-fees/sms-mms.md): 10DLC, toll-free and short code rates across US carriers, plus number rental and 10DLC registration costs.
- [Apple Messages for Business fees](https://docs.tied.com/pricing/channel-fees/apple-messages.md): AMB is custom-quoted by volume. There are no agent fees; per-message rates are built per deployment.
- [WhatsApp channel fees](https://docs.tied.com/pricing/channel-fees/whatsapp.md): Meta's fee by country and category, plus a flat $0.005 Tied platform fee. Inbound messages are always free.
- [Plans and what each reaches](https://docs.tied.com/pricing/plans.md): Four tiers. Your plan sets your tool scope, and your tool scope decides which resolution classes you can reach.
- [Billing and invoices](https://docs.tied.com/pricing/billing.md): Seats, proration, payment methods, and how to read what you were charged.

## Integrations

### Using integrations

- [Integrations](https://docs.tied.com/integrations.md): Connecting the systems your agent needs to read from and act in.
- [Connecting an app](https://docs.tied.com/integrations/connecting.md): Authorise, scope, verify — the same three steps for every integration.

## OpenAPI Specs

- [openapi](/api-reference/openapi.json)

> The links below point to documentation indexes. Follow each `/_llms/` index recursively until you reach documentation pages.

## Indexes

- [API Reference (329 pages)](https://docs.tied.com/_llms/api-reference.txt): Documentation for API Reference.
- [API Reference / Conversations (316 pages)](https://docs.tied.com/_llms/api-reference/conversations.txt): Documentation for API Reference / Conversations.
- [API Reference / Contacts (316 pages)](https://docs.tied.com/_llms/api-reference/contacts.txt): Documentation for API Reference / Contacts.
- [API Reference / Inboxes and channels (316 pages)](https://docs.tied.com/_llms/api-reference/inboxes-and-channels.txt): Documentation for API Reference / Inboxes and channels.
- [API Reference / Automation and routing (316 pages)](https://docs.tied.com/_llms/api-reference/automation-and-routing.txt): Documentation for API Reference / Automation and routing.
- [API Reference / Reporting (316 pages)](https://docs.tied.com/_llms/api-reference/reporting.txt): Documentation for API Reference / Reporting.
- [API Reference / Help Center (316 pages)](https://docs.tied.com/_llms/api-reference/help-center.txt): Documentation for API Reference / Help Center.
- [API Reference / Account and access (316 pages)](https://docs.tied.com/_llms/api-reference/account-and-access.txt): Documentation for API Reference / Account and access.
- [API Reference / Billing (316 pages)](https://docs.tied.com/_llms/api-reference/billing.txt): Documentation for API Reference / Billing.
- [API Reference / Widget API (317 pages)](https://docs.tied.com/_llms/api-reference/widget-api.txt): Documentation for API Reference / Widget API.


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