A better conversation.
With every update.

Give follow-up work a structure

Some questions need investigation, another teammate, or a later reply. Tickets make that work visible in the workspace with a status and ownership that can continue beyond the original exchange.

• Review support requests from a dedicated ticket list.
• Open a request to inspect its details and activity.
• Update ownership and progress as the team works through it.

Make the handoff easier to follow

A ticket provides a shared place to return to the issue. Teammates can review the request and its current state before continuing the work, reducing reliance on a separate personal reminder.

Build a routine around the queue

Use a consistent approach to triage and status updates so the list reflects work that still needs attention. Ticket tracking supports that routine without making promises about how quickly an issue will be resolved.

Move from a queue to a next step

A shared conversation list gives teammates a place to review incoming questions and decide who should handle them. Assignment and status make the next action visible without moving the conversation into a separate tool.

• Organize ownership with team and teammate assignment.
• Track conversations as their status changes.
• Keep the visitor’s messages close to the work needed to answer them.

Keep the context with the conversation

Internal collaboration belongs alongside the original exchange. Teammates can review the conversation before replying, so a handoff does not have to begin with another request for the same information.

Set up the team first

Invite the people who will handle conversations, review their workspace access, and establish an assignment routine. The inbox supports the workflow; your team still decides coverage, response expectations, and when a conversation is complete.

Turn repeated answers into a resource

A help center gives visitors a place to browse support content beyond an individual chat. Collections and articles help teams organize explanations into a structure readers can follow.

• Prepare and edit articles before publishing.
• Group related content into collections.
• Customize the help center’s appearance separately from the messenger.

Use an address that fits

Each website’s help center has a public route. Handle and custom-domain controls support a more recognizable address, with verification required before a custom domain is served.

Keep publishing deliberate

Review the article that readers will see and publish it when ready. Draft work stays separate from the public resource. Custom addresses additionally require the appropriate DNS and hosting certificate setup; saving an address in the workspace does not complete those external steps.

Choose the connection for the job

The integrations area brings supported providers into a catalog with configuration appropriate to each connection. Scheduling, commerce context, CRM handoff, and team notifications can be set up around the workflows your team uses.

• Review the available integration and its setup requirements.
• Connect the correct provider account for your workspace.
• Inspect connection and delivery information where supported.

Keep credentials out of the conversation

Provider credentials belong in the integration setup. They should not be pasted into assistant instructions or visitor-facing knowledge. The workspace separates connection management from the content used to answer visitors.

Confirm the real destination

After connecting a provider, test the full workflow with an authorized test record. A configured connection is a starting point; it is not proof that a booking, CRM update, or notification has reached an external service.

Give visitors a way in

The messenger can bring conversation entry points and useful content together inside the widget. Configure the home experience around the questions and next steps that matter to your website.

Reach visitors with more context

Proactive messaging supports audience rules and scheduling, so a message can be tailored to the circumstances in which it appears. Teams can review days, hours, and timezone settings alongside their coverage.

• Configure the messenger’s home and visible content.
• Define the audience for a proactive message.
• Set a schedule that fits the team’s operating hours.

Review the experience as a visitor

After saving, open the widget on an allowed website and follow the entry points yourself. Check the timing, language, and destination of each message. Availability rules and a thoughtful greeting work best when the next step leads somewhere useful.

Ask for the next step in context

A visitor can share contact details with consent during the conversation. The resulting lead is stored with the workspace so the team can return to the enquiry after the chat.

• Capture details the visitor chooses to provide.
• Keep the enquiry available for team follow-up.
• Offer a scheduling step when a supported provider is configured.

Confirm before calling it a booking

Live scheduling depends on the connected calendar provider and its response. Without a configured provider, the product reports the missing connection. Demo scheduling uses simulated slots and should not be treated as a real calendar reservation.

Close the loop with your own process

Review the lead, confirm any meeting details, and check delivery to a connected CRM when that workflow is enabled. Capturing an enquiry is the beginning of follow-up, rather than a claim that a sale or meeting has already happened.

Bring your source material together

The knowledge workflow accepts permitted website pages, text extracted from PDF documents, and manual FAQs. Teams can prepare useful source material without placing every answer inside the assistant’s instructions.

• Add a source for the website the assistant serves.
• Review and edit the extracted or written content.
• Approve the saved version, then publish it for answers.

Keep drafts separate from answers

Editing or recrawling a source returns the new work to the review workflow. Publication is a deliberate step, so preparing a correction does not mean it is already approved for visitor answers.

Test the questions customers actually ask

Use the playground to ask about the products, policies, and next steps described by your sources. Review the response and improve the underlying material where it is unclear. Knowledge quality and provider availability still affect what the assistant can answer.

Start with the conversation history

Visitor messages are stored so teammates can review what has already been asked and answered. The team can use that context when the visitor needs a more specific response or a human decision.

• Open the conversation from the workspace.
• Read the earlier messages before replying.
• Take over the exchange when human support is needed.

Make the transition understandable

Human takeover changes who handles the conversation. It gives the team a way to continue the visitor’s existing exchange instead of asking them to restart in a separate support channel.

Plan for team availability

A handoff still depends on someone being available to respond. Establish coverage and review the visitor-facing language so expectations match the team’s operating hours. Test both the assistant and human paths on your website before relying on them for live enquiries.