Connect your first channel
Use the Connections section to bring in one live support channel, verify health, and confirm the route lands on the intended workspace without hidden gaps.
Choose one channel first
In Connections, pick the channel that already carries real support demand. The goal is to validate one operational loop, not to light up every connection at once.
When the first channel is healthy, the same pattern can be repeated for additional connections with much less uncertainty.
Verify health with a real message
- 1Complete the connection and confirm its status reads as healthy or connected.
- 2Send a real test message through the live channel path, not a mocked request.
- 3Confirm the conversation appears in Inbox and is assigned to the intended agent or route.
Use Inbox as the proof surface
- The message content arrives intact.
- The conversation is visible under the correct workspace.
- The operator can tell whether the agent answered, escalated, or stalled.
What should I verify before I mark a channel as live?
Confirm the connection status is healthy, send a real test message through the channel, and check that the conversation lands in Inbox with the expected agent assignment.
Why are there no conversations in Inbox after setup?
The usual causes are a disconnected channel, no real test traffic, or a route mismatch between the live channel and the intended agent. Check channel health first, then send a real message.
Launch your workspace
The operator path from a brand-new workspace to the first healthy live conversations, working through Agent Builder in order without skipping the validation that protects answer quality.
Create your first agent
Define a support agent in Agent Builder that is narrow enough to stay safe and useful enough to carry the first wave of live traffic.
Add website and FAQ knowledge
Use the Knowledge section to ground the agent in one reliable help source so answers stay specific instead of slipping into generic support language.