Use this guide to launch one focused customer journey. Start with a common question and a useful next action, such as submitting an enquiry or requesting an appointment. The steps below use website chat as the shortest starting path; other channels have their own setup requirements.
Choose your first channel
Watch signup, onboarding, installation, and a real visitor test in one lesson.
- Existing website: install a chat widget.
- Dedicated customer destination: publish a branded full-page chat site; customers can install it where PWA installation is supported.
- Existing mobile app: ask your developers to integrate an SDK and authenticated sessions.
- WhatsApp: connect a business sender and test its assistant routing and channel-specific forms.
See Communication channels before promising a feature on multiple channels. You do not need a WhatsApp connection to launch website chat.
1. Complete onboarding
Create your account, select the intended company, and complete the three-step onboarding wizard.
2. Prepare the assistant
Open AI Agents. Review the assistant's model, instructions, tone, and active state. Attach relevant knowledge and wait for documents to finish processing. Start with a focused set of common questions and your current business policies.
3. Configure the widget
Open Integrations, select the chat widget, and review its default assistant, allowed domains, visitor-information requirements, appearance, and messages. See Chat Widgets.
4. Install it on your website
Use the widget's Get Embed Code action. Copy the generated snippet into your website before the closing </body> tag on the pages that should offer chat. If someone else maintains your website, provide them with the snippet and intended pages.
5. Test the customer journey
- Open the website as a visitor and start a chat.
- Ask a common question and one the knowledge base does not answer.
- Confirm the assistant gives useful guidance without inventing business facts.
- Open the conversation in the workspace.
- Take over using the AI/human control, confirm, and send a reply.
- Hand back to AI and verify a new visitor message receives the expected response.
If forms, bookings, or media are part of your service, test those before launch too.
6. Connect a useful action
Configure a form or an agent tool for the next step. Use server-side tools for current prices, availability, or account data instead of expecting a knowledge document to stay current automatically.
Test the prompt that should trigger the action, field validation, submission, the resulting record, and the customer-facing confirmation. Verify denied permissions and unavailable services as well as successful requests. Enable only the tools and data access needed by that assistant.
7. Publish and verify on customer devices
For a branded site, configure Subdomain & Branding, publish it, and check its logo, link preview, and chat destination. For embedded apps, follow the SDK acceptance checklist.
Test returning visitors and a separate browser to confirm private history is not exposed through a typed phone number. Test notifications separately from message saving, and collect separate consent before enabling marketing.
Keep improving
Review live conversations, correct knowledge gaps, and monitor AI usage. Add WhatsApp or other channels when you are ready. Use Team Members to give colleagues access.