Checklist
Connect your channels
Connect the channels your customers write to you through. See Channels and the guide for each one (WhatsApp, Instagram, Messenger, Telegram, email, web chat).
Create your inboxes
Decide how to organize the work (for example, “Sales” and “Support”) and assign each channel to its inbox. Choose each one’s mode: chat or ticket. See Inboxes.
Set up the queues
Define how each inbox’s conversations are distributed and which agents belong to each queue. See Routing.
Invite your team and grant permissions
Add your coworkers and assign each a role with the right permissions. See Team and roles.
Adjust capacity and hours
Define how many conversations each agent handles at once and the business hours. See Business hours.
Define your service times (SLA)
Set how quickly you commit to respond and resolve, with their alerts. See SLA.
Prepare the supporting content
Create quick replies, macros, and wrap-up codes so the team works faster and more consistently. See Replies and macros.
Optionals that add value
Customer portal
Publish a help center and let your customers open tickets.
AI agents
Put an AI to handle the frequent questions in an inbox.
Custom fields
Store the information your business needs about each customer.
Workspace branding
Customize the logo and colors.
You don’t have to do it all on the first day. With channels + inboxes + team you can already start handling conversations; you fine-tune the rest as you go.