Documentation

Step-by-step setup guides (agent, embed, channels, integrations) plus how to improve outcomes using runs, impact, and recommended fixes.
Looking for advanced/technical setup? See Developers.

Table of contents

Quickstart Agent setup Embed on your site Channels Integrations Conversation Flows Runs Impact Recommended Fixes Troubleshooting
You can deep-link into sections using anchors like /docs#integrations.

Quickstart (recommended order)

  1. Create an agent (chat for website, voice for phone).
  2. Add knowledge (documents + Q&A) so answers match your business.
  3. Embed the widget (chat) or configure phone routing (voice).
  4. Connect integrations (Zendesk/Freshdesk/HubSpot/Shopify, etc.) if you want real actions.
  5. Create a flow from a template (optional), then deploy.
  6. Improve: Runs → Recommended Fixes → Impact verification.
Proof loop: Conversation → Action → Results → Fix → Verify

Agent setup

1) Create an agent
  • Go to Dashboard → create a new agent.
  • Choose Chat (website) or Voice (phone).
  • Set the domain for chat agents (where the widget will run).
2) Add knowledge
  • Agent → Documents: upload FAQs, policies, catalog, SOPs.
  • Agent → Questions: add canonical Q&A for high-frequency questions.

Embed on your site (chat agents)

  1. Agent → Get Embed Code.
  2. Copy the snippet.
  3. Paste it before </body> on your site.
  4. Load your site and start a test conversation.
Platform-specific steps (WordPress, Wix, Squarespace, Shopify, Webflow)
WordPress: Appearance → Theme File Editor → paste before </body> (or use a header/footer plugin).
Wix: Settings → Custom Code → add snippet to “All pages” (Body - end).
Squarespace: Settings → Advanced → Code Injection → Footer.
Shopify: Online Store → Themes → Edit code → theme.liquid → paste before </body>.
Webflow: Project Settings → Custom Code → Footer code.

Channels

Configure channels per agent in Agent → Integrations.
How to connect channels
  • Voice: create a voice agent, then route calls to it.
  • WhatsApp/SMS: connect your Twilio account and choose routing.
  • Instagram: connect per-agent keys and choose what the agent is allowed to do (DMs + optional comments/mentions).
  • Telegram: connect a BotFather token and enable the agent.

Integrations (step-by-step)

Where to configure: Agent → Integrations (integrations are configured per agent).
Calendly (direct booking)
  1. Calendly → create a Personal Access Token (PAT).
  2. Agent → Integrations → Calendly → paste PAT + the Event Type URL for that agent.
  3. In conversations, the agent will: check availability → confirm the slot → collect name + email → book directly.
Instagram (DMs + comments/mentions)
Connect Instagram per agent so each client can bring their own keys and control allowed actions. Supported: DMs and (optionally) comments/mentions depending on your configuration.
  1. In your Meta app, connect the Instagram account you want this agent to manage.
  2. Agent → Integrations → Instagram → paste the values requested in the form (as shown in the UI).
  3. Choose the allowed actions for that agent (DM replies, and optional comment/mention replies).
  4. Copy the Callback URL + Verify Token shown on the agent, then configure webhooks in your Meta app.
Advanced (developers)
For permissions/scopes and webhook troubleshooting, use Developers.
Custom tools (advanced)
If your tool isn’t native yet, you can connect a custom tool server and enable tools per agent.
  1. Go to MCP Connections and add your server URL (HTTPS) + auth.
  2. Click Test + Refresh tools to discover tools from the server.
  3. For each agent: go to MCP tools and enable the specific tools you want (allowlist).
  4. Use MCP Audit Logs to inspect tool calls and outcomes.
Advanced (developers)
Security checklist and best practices: Developers → Security.
Zendesk (API token)
  1. Zendesk Admin Center → Apps and integrations → APIs → Zendesk API → enable Token access → create token.
  2. Agent → Integrations → Zendesk → paste subdomain/base URL, agent email, token.
  3. In your flow: add a Create Ticket action and deploy.
  4. Debug failures in Runs (missing fields vs config issues).
Freshdesk (API key)
  1. Freshdesk → Profile settings → copy API key.
  2. Agent → Integrations → Freshdesk → paste domain/base URL + API key.
  3. Add a ticket action in a flow and deploy.
HubSpot (Private App token)
  1. HubSpot → Settings → Integrations → Private Apps → create app → copy access token.
  2. Agent → Integrations → HubSpot → paste token and validate scopes.
  3. Add a “log note / write-back” flow action and deploy.
Zapier (automation)
  1. Create a Zap that starts from a webhook (as shown in the Zapier UI).
  2. In your agent, connect Zapier in Agent → Integrations.
  3. Use the Zap to notify your team or update tools when key events happen.
Advanced (developers)
For more complex event routing, see Developers.
Shopify (Custom App Admin API token)
  1. Shopify Admin → Settings → Apps and sales channels → Develop apps → create app.
  2. Configure Admin API scopes (min: read_orders, read_products) → install app → copy token.
  3. Agent → Integrations → Shopify → paste store URL + token.

Conversation Flows

Where: Agent → Flows.
  • Triggers: chat_started, message_received, call_started
  • Conditions: channel, keyword match, business hours
  • Actions: ticket creation, HubSpot note, email notify, handoff flag

Runs (debug what happened)

Where: Agent → Flows → Runs → select a run.
  • See the action timeline and what was skipped vs executed.
  • See the deterministic failure label (missing field, auth/config, timeout, etc.).

Impact (before/after by flow version)

Use Impact to answer: “Did our change improve outcomes?” Compare two versions using execution truth.

Troubleshooting

  • Docs page error: refresh after deploy; if it persists, contact support.
  • Action failures: check Runs for missing fields vs config issues.
  • Fix didn’t move metrics: verify using Impact with enough run volume.
Contact support