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This guide takes you from an empty workspace to an agent answering questions on your website. It takes about 15 minutes. The same steps appear on your Home page as Set up your first agent, so you can follow along there too.
Who can do this: admins of the workspace. You need: your website’s address, and access to edit its code or theme for the last step.
1

Create your agent

  1. Open Agents and choose New agent. In an empty workspace, choose Create your first agent.
  2. Choose Blank agent to write the instructions yourself, or Start from a template for a ready-made starting point you can adjust.
  3. Under Agent name, give it a name your team will recognise, such as Kundeservice Chat. Customers never see this name.
  4. Choose Create agent.
The agent opens on its Overview, which shows what is set up and what is left.
2

Tell it who it is

Open Persona. Changes save on their own as you type.
  • Instructions: what the agent does, how it sounds and when it should hand over to a person. The + Tone, + Goal and similar buttons add a starting line you can edit.
  • First message: what customers see when they open the chat, for example Hei! Hva kan jeg hjelpe deg med?. Leave it empty and the agent waits for the customer to write first.
  • Display name: the name the agent introduces itself with, if you want one.
  • Default language: Norwegian bokmål unless you change it. Switch on Respond in customer’s language to answer in the language the customer writes in.
Write instructions the way you would brief a new colleague: “You answer questions for our customers about watch straps, orders and returns. Keep answers short and friendly. If someone wants a refund, hand them over to a person.”
3

Point it at your website

The agent answers from the sources you give it. Your website usually covers most of what customers ask.
  1. Open Documents in the main menu and choose Add source → Website.
  2. Enter your site address, or your sitemap to pick which pages to include, and give the source a name such as Our website.
  3. Choose how often to keep it up to date, for example Daily, and save.
  4. Wait for the source to show Synced.
  5. Back on your agent, open Documents and switch on Attached for the source.
Every source lives in the workspace library, so several agents can share it. Attaching it decides what this agent answers from.You can also add an FAQ, text you Write yourself, or a Google Sheet the agent can look things up in.
4

Ask it something hard

Choose Test in the top bar to open the test panel, and talk to your agent as a customer would. Ask the questions you get most, and a few awkward ones.The test panel always talks to your draft, not to what customers see, so you can try changes freely. Calls to your own systems are marked as a dry run here, but it’s up to those systems to skip the change, so don’t test refunds or bookings against live data until you’ve checked. See Webhook tools. Choose Reset to start a fresh conversation.If an answer is wrong, fix the source or the instructions and ask again.
5

Publish

Choose Publish in the top bar, check the list of changes, and confirm with Publish v1.Customers only ever talk to the published version. From now on, edits are saved as a draft and counted as unpublished changes next to the button, until you publish again. Conversations already open keep the version they started with.
6

Put it on your site

Open Channels on your agent, choose Website widget and follow Add the chat widget to your website: turn it on, allow your domains and paste one line into your site.

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What to do next

Connect your systems

Let the agent look up orders in Shopify or call your own systems.

Decide when a person takes over

Choose when the agent hands a conversation to your team.

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Common problems

Only admins can create and publish agents. Ask an admin of your workspace to change your role.
Check, in this order:
  1. The source is attached to this agent under Documents on the agent.
  2. The source shows Synced in Documents. If it shows Sync failed, choose Retry sync.
  3. The page is included. If you added your site from a sitemap, the page may not have been picked. Add it.
  4. You published. Attaching a source takes effect for customers when you publish.
The test panel uses your draft; your website uses the published version. Publish your changes.