1
Create an agent
In the console, create a workspace and then an agent inside it. The agent’s
name is what customers see in the widget header, so use the name you would
want a customer to read.
2
Give it something to answer from
Open Knowledge and add your material. The fastest start is a site crawl:
paste your homepage, choose a depth of 1 to 3 levels, and pick the pages you
actually want indexed before anything is ingested.A crawl only follows links. If you have unlinked pages — a pricing page
reachable only from an email, say — add your
sitemap.xml instead, which
reaches them.3
Tell it how to behave
On Settings, write a business description — the facts the agent falls
back on when a search finds nothing — and your instructions for tone.Set the reply language, or leave it on match the customer so it answers
in whatever language the customer wrote in.
4
Try it in the Playground
Ask it the three questions your customers actually ask. This is where you
tune instructions against a live reply rather than guessing.Ask it something your material does not cover, too. It should say it
does not know. If it invents an answer instead, your business description is
doing too much work.
5
Put it on your site
Open Channels and copy your public key.Paste it before the closing
</body> tag on every page you want the agent
on. On Shopify, WordPress or PrestaShop, use the plugin instead — no code,
and it can recognise signed-in customers.The public key identifies which agent answers. It authorises nothing and
is meant to be visible in your page source.
6
Watch the first real conversation
Inbox shows every thread as it happens, and Contacts shows the
people behind them. When a conversation needs a person, anyone on your team
can take it over and the agent steps out of the way.
Next
Recognise signed-in customers
Four lines on your server, and a logged-in customer stops being a stranger.
Add WhatsApp
The same agent, answering on WhatsApp.
Let it do things
Look up an order, call your API, hand off to your helpdesk.
Send a broadcast
An approved template to people who opted in.