Onboarding

Onboarding turns the business information you already have into a practical first agent setup. It helps you add trusted knowledge, choose how customers contact you, and prepare initial agent behavior so you can reach a meaningful test quickly; every result can be reviewed and refined later.

Before you begin

Have the following ready:

your public website or a short business description;
important policies, services, opening hours, and frequently asked questions;
the customer channels you want to support first;
an idea of the agent’s tone and responsibilities.

Add business knowledge

Adding knowledge during onboarding gives the first agent real company information to work with, so your initial test reflects your business rather than a generic demonstration.

Choose the available method that best represents your business. You may import public website content or add documents and written facts. Review the imported information and remove anything outdated, confidential, or intended only for employees.

Imports can continue in the background. After onboarding, open General → Knowledge Base to check progress and edit the content.

Choose agent types

Choose the channels that match how customers already reach you: calls for phone service, email for managed inboxes, and messaging for social, chat, or website conversations.

Select only the channels you intend to configure now. Depending on your workspace, you can choose voice, email, and messaging agents. Each selection adds a setup sequence to onboarding.

Configure each agent

Configuration turns a broad channel choice into a recognizable customer experience with a clear greeting, responsibility, and safe operating mode. For every selected agent:

Give it a clear internal name.
Choose its customer language and available presentation options.
Review the suggested instructions and business facts.
Connect or select the channel resources requested on screen.
Confirm the opening message or reply behavior.

For a Phone Voice Agent, you can connect a regular Twilio account, add an External SIP number, or finish telephony later. If you choose Twilio, follow Connect a Twilio Account and Phone Number for account approval and number purchase before returning to onboarding.

Treat suggested text as a draft. Add explicit boundaries, such as when to ask a clarifying question, when to hand over, and what the agent must never promise.

Test the experience

Testing lets you experience the setup as a customer before any live conversation depends on it.

Use realistic customer questions. Test normal requests, incomplete information, complaints, and questions that are not covered by your knowledge. Update the instructions or business information when the response is unclear.

Review and finish

Review prevents a draft assumption from becoming the starting point for the wrong channel or team. The review step summarizes the agents that will be created. Confirm names, channels, and readiness before finishing. Completing onboarding takes you to the main workspace, where each agent has more detailed settings.

If you skip an optional step, the related feature may remain inactive until you configure it later. Skipping onboarding does not prevent you from creating agents manually.

After onboarding

Recommended next steps:

Open General → Knowledge Base and verify imported content.
Open each agent and assign the correct knowledge folders.
Connect CRM, calendar, commerce, or notification services only if the agent needs them.
Test again after every major configuration change.
Start with a review mode before enabling automatic customer responses.