# Frequently asked questions

Page: https://docs.sonecentral.com/en/sss
Markdown: https://docs.sonecentral.com/en/sss.md

> Streaming, model settings, handoff, lost keys, retries, privacy and API usage.

## Why do replies arrive message by message?

Business safety checks inspect every complete message before it reaches the visitor. Approved messages then stream quickly in word groups. See [Streaming](https://docs.sonecentral.com/en/akis.md).

## Can I change the language model or its settings?

No. `model` selects your assistant. Its Sonecentral configuration determines the model, instructions, tone and tools. Settings such as `temperature` and `max_tokens` are ignored without an error. See [Assistants and models](https://docs.sonecentral.com/en/asistanlar-ve-modeller.md).

## Why did the assistant not reply?

`status: "human"` means your team owns the conversation, either after a handoff or because a staff member wrote from Messages. New visitor messages reach the team; read staff replies through the conversation message list: [Human handoff and team replies](https://docs.sonecentral.com/en/insan-devri.md).

An error such as `ai_turn_ceiling` or `assistant_paused` means the assistant could not answer this message. In an existing conversation, the message still reaches your team: [Errors](https://docs.sonecentral.com/en/hatalar.md#mesaj-nereye-gider).

## Why is the reply empty?

`status: "silent"` means no reply was needed, for example after “thanks”. This is not an error and you do not need to display anything.

## I lost my key. What should I do?

The complete key is shown only at creation and is not stored by Sonecentral. Create a new key under **Metin asistanı → API anahtarları** (Text assistant → API keys) and revoke the old one. Existing conversations remain in Messages; responses stored by the old key expire after 30 days.

## Can I use a server key on my website?

No. Anyone can read keys embedded in website code. Create a publishable key restricted to your allowed origins for your chat widget. See [Authentication and keys](https://docs.sonecentral.com/en/kimlik-dogrulama.md).

## Must I send the complete history every time?

No. Sonecentral stores the authoritative history. Send the conversation ID and just the new message. Include an `Idempotency-Key` with each message so retrying after a network failure does not store it twice. See [Conversation continuity](https://docs.sonecentral.com/en/sohbet-surekliligi.md#tekrar-denemek).

## Can visitors ask about their previous orders or appointments?

They can ask, but the assistant does not access those records. API visitors are anonymous and are directed to contact the business on WhatsApp or by phone. With requests enabled on the key, the assistant can create a new order or appointment request awaiting team approval. See [Orders, appointments and privacy](https://docs.sonecentral.com/en/siparis-randevu-gizlilik.md).

## Can visitors send images or files?

Currently, visitors can send text only. New messages containing images, audio or files return `400 unsupported_content`. The assistant can send product cards, buttons and files: [Rich messages](https://docs.sonecentral.com/en/zengin-mesajlar.md).

## Can I add my own tools?

No. The assistant uses the business tools configured in Sonecentral. Sending `tools` or `functions` returns `400 tools_not_supported`.

## Where do API conversations appear?

In Sonecentral's **Mesajlar** (Messages) screen, with source **API** and visitor name **API ziyaretçisi** (API visitor). Your team can read, take over and reply to conversations there.

## What does `usage` mean?

It is an estimate based on input and output text length, for information only. Billing is not based on these figures. API assistant replies do not consume your plan's message or AI-reply allowance; workspace API reply limits and Sonecentral's AI capacity apply. See [Limits](https://docs.sonecentral.com/en/limitler.md#paket-ve-yapay-zeka-kapasitesi).