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.
Work through Agent Builder in order
The fastest way to go live is not the safest. Agent Builder lays the setup out as ordered sections, so build them in sequence and the first customer turn lands on an agent that already has voice, knowledge, and a verified route.
- 1In Setup (Persona & Identity), define the agent name, voice, and company answer style before any live traffic.
- 2In Connections, connect one customer channel only and verify it routes into the intended workspace.
- 3In Knowledge, add one clean source that covers the answers customers ask most often.
- 4In Launch, validate responses before you ship — pressure-test the agent the way a customer would.
- 5Review the first live conversations in Inbox and the Analytics baseline before broad rollout.
Why sequence matters
Most rollout problems come from connecting traffic before the persona, knowledge, or connection route is actually ready.
Assign one operator owner
Pick one person to own the launch end to end. They do not need to perform every task themselves, but they do need to keep the order, verify the outputs in each Agent Builder section, and resolve blockers quickly.
The launch owner should watch for three things: the agent sounds correct in Persona, the connected channel is healthy in Connections, and answers stay grounded in the source added under Knowledge.
- A single owner knows who approves persona copy, connections, and knowledge content.
- The owner can reach Agent Builder (all sections), Inbox, Analytics, and Settings.
- The owner has a test account or phone number for real end-to-end validation.
Validate before scale
A phase-one launch is successful when one clean path works reliably. Do not add more connections, automation rules, or knowledge volume until the first path is stable.
Use Inbox and Analytics as proof surfaces. Inbox shows whether the workflow is real. Analytics shows whether the workspace has started to accumulate meaningful traffic and tool usage.
- At least one real customer-style question resolved correctly.
- Escalation or handoff behavior is understandable when the answer is uncertain.
- Analytics shows the first signs of traffic or token activity after live tests.
Should I create the agent before I connect a channel?
Yes. Build the agent first so the first live traffic lands on a workspace persona with clear tone, escalation rules, and knowledge attached.
What is the difference between the public Help Center and the dashboard Help Center?
They share the same content. The dashboard version adds direct links into the live product so operators can move from a guide into the exact workflow that needs action.
What should I review during the first week after launch?
Review real conversations, escalation patterns, unanswered questions, tool activity, and early analytics trends. The goal is to tighten answer quality before volume compounds mistakes.
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.
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.
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.