Your first conversation

Fifteen minutes, start to finish, and at the end you'll have seen every moving part: the AI answering, a human taking over, and the transcript in your inbox.

1. Give the AI something to read#

The AI answers from your published articles and FAQs. An unpublished draft is invisible to it.

Write three articles about the questions you actually get most — not the ones you wish people asked. Publish them.

If you only do one thing here, make it your refund or returns policy. It is the single most asked question in almost every support inbox.

2. Ask it something as a visitor#

Open your site and click the launcher. Ask a question your articles answer.

You should get an answer grounded in what you wrote, not a generic one. If the answer is vague, the article was vague — this is the fastest feedback loop you'll get on your own documentation, and it's worth paying attention to.

3. Watch it arrive in the inbox#

Open Inbox in the dashboard. The conversation appears there as the visitor sends messages.

4. Take over#

Click into the conversation and take over. Two things happen:

• The AI stops. If it was mid-answer when you took over, that answer is discarded rather than posted — you won't end up talking over each other.
• Your replies go to the visitor as you, not as the assistant.

Hand it back when you're done and the AI resumes.

5. Ask it something it can't answer#

Ask about something you never wrote down. A good outcome here is the AI saying it doesn't know and offering a human — not inventing an answer.

If it invents one, the fix is nearly always a missing or ambiguous article rather than a setting.

What to do next#

You now have the core loop working. From here, in rough order of payoff:

• Fill the help center. Everything else depends on it.
• Build the widget so it looks like your product instead of a generic chat box.
• Move docs into your repo if you'd rather write Markdown in a pull request than in a dashboard form.
• Connect your backend when you want the AI to answer "where is my order?" instead of "contact us about your order".