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.

On a phone, swipe the progress strip sideways to see every step. Forms and action buttons stack vertically when needed, so you can complete the same setup without switching to a larger screen.

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 Review the imported information and remove anything outdated, confidential, or intended only for employees.

If you signed up through Shopify, this step reads your connected store instead. Versafy looks at your products, your store policies, and the answers you publish to common customer questions, so your first agent already knows what you sell and how you handle shipping and returns. Nothing is copied into your Knowledge Base, and your agents keep reading the store as it changes. Your store is shown by its name and the web address your customers use. If your store publishes an address other than the one shown, pick the one your business is known by under Customers know this store as — that is the address your agents mention when they talk about your store. A store that has no address of its own is shown by the .myshopify.com one Shopify assigned it. Choose Continue with my store to use it, or open the website, social profile, document and manual options on the same step if they describe your business better — the same link folds those options away again if you decide to stay with your store. If your storefront is password-protected or still empty, Versafy reads your storefront pages instead, and you can always add knowledge later.

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. When your plan does not include voice, the Phone Voice Agent card says so and cannot be selected. Each selection adds a setup sequence to onboarding. Choose the agent’s responsibilities from the role chips shown on each selected agent; hover the ? on a role when you need its explanation.

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:

On Prompt personalization, confirm its suggested internal name and change it if needed.
Review the suggested instructions and business facts on that same step.
Choose its customer language and available presentation options.
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.

If a Messaging channel, Twilio, or SIP setup is unclear, click Ask AI in the app for step-by-step help without leaving 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.

Messaging and Email tests begin with your agent’s suggested greeting. Use the clickable customer-question suggestions near the message box to explore several common paths, or type your own message. The suggestions stay centered in a compact layout as the conversation continues.

While a reply is being written, the chat shows a short status so you can tell the agent is working rather than stuck. Underneath a finished reply, a small line lists what the agent checked to answer — for example that it searched your catalog or read your store policies. Use it to confirm the answer came from your own store rather than from a guess; a reply with no line simply did not need to look anything up.

Use realistic customer questions. Test normal requests, incomplete information, complaints, and questions that are not covered by your knowledge. The chat follows new replies automatically without moving the rest of the onboarding page. Choose Start over to clear only the test conversation and begin again with the greeting; your saved agent instructions and settings are preserved. Longer conversations ask for confirmation first. Update the instructions or business information when the response is unclear.

When you connect Website Chat, this saved Messaging greeting becomes the chat widget’s welcome message. If you add Website Chat later, Versafy reuses the saved onboarding greeting automatically when one is available.

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, and you can return to onboarding from inside the app at any time.

Restart onboarding

Restart onboarding when you want to revisit the guided setup from the beginning, for example after changing your services or handing configuration to a new workspace administrator. An administrator can choose Restart onboarding on either General → Billing or the Organization Info tab.

Confirming the restart clears the workspace’s saved onboarding progress and returns users to the first Knowledge step. It does not delete existing agents, connected channels, phone numbers, or Knowledge Base content.

When you reach channel setup again, Versafy recognizes reusable workspace connections. An existing Twilio account is shown as connected and its available numbers can be selected. An existing Gmail connection is also shown as connected, with its inboxes available to attach to the new onboarding Email Agent. Connections that belong specifically to an older agent are not silently transferred.

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.