Most of this setup is done by an Administrator. Only Administrators create and configure AI agents and manage members. A Manager can build Pipelines and follow reports.
Overview
Step by step
1
Create the teams
Create one team per area, for example Sales, Support and Finance. For each team, choose how conversations are distributed: Round Robin, Available or Queue.Create and configure teams →
2
Add the members
Invite each person with the right role (Administrator, Manager or Member) and add them to the teams they serve. A member only receives conversations from the teams they belong to.Roles and permissions → · Add a member →
3
Configure each team's rules
In the team settings, define:
- Track time goal and Time to resolve (hours), with a 24-hour default.
- Team Calendar, with time zone, weekly hours, holidays and exceptions.
- Closure Rules, such as Require resolution notes and Enable closure message.
- Satisfaction Survey, with a 1 to 5 rating sent after closing.
4
Create the tags
Tags classify contacts and conversations. They are used by the AI agent, by the inbox filters and by campaigns. Decide whether each tag applies to all teams or only to some.Create tags →
5
Build the Pipelines
Create one Pipeline per process from the Sales, Support, Onboarding and Collections templates, or from scratch with Custom. Set up stages, won and lost reasons and derivation between areas.Create a Pipeline →
6
Connect the channels
Connect at least one WhatsApp number and set the Default Team for each channel. Choose the connection type:
- WhatsApp Business API: Meta’s official integration, for high volume, templates and campaigns.
- WhatsApp Lite: QR code connection, to start fast with low volume.
- Instagram: connect your professional account through the official API. The channel is receptive only: conversations start when the contact sends a Direct message.
- Webchat: configure the widget and install the code on your website. The channel is receptive only: the visitor starts the conversation.
7
Create, train and test the AI agent
Create the agent with the wizard (Profile, Company and Review), train it with your frequent questions and configure the Add tag, Transfer to team and Manage deals skills (internal notes already come as a native skill). Use Test Agent before putting the agent on a channel.Create an AI agent → · Train → · Skills → · Test →
8
Link the agent to the channels
In Channels, edit each channel and choose the agent in the AI Agent (Optional) field. From then on, new conversations on that channel start with the AI. You can use the same agent on several channels or a different agent per channel.Edit a channel → · Hybrid service →
9
Create templates and quick replies
On the WhatsApp Business API, Meta-approved templates are required to start conversations and to reply after the 24-hour window, and they are the basis for campaigns. Quick replies speed up texts your team repeats every day.Create a template → · Create a quick reply →
10
Run an end-to-end test
Send messages from your personal number, your Instagram account and the website widget. Check that the agent answers correctly, that notes and tags are applied, that the transfer reaches the right team, and that a team member can take over, reply, hand back to the AI and close.
Checklist before going live
- Everyone who serves customers is in the right teams and can see the conversations.
- Each channel has a Default Team and, when applicable, a linked AI agent.
- The agent transfers to the right team and leaves a summary note.
- Each team’s calendar has the real business hours.
- On the WhatsApp Business API, there is at least one approved template to resume conversations outside the 24-hour window.
- The team knows how to take over a conversation from the AI, transfer, add internal notes and close.
Next steps
Hybrid service
How the AI and the team share the same conversation.
Start a conversation
The inbox routine for your team.