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Use this guide as a launch checklist. Complete the steps in order for one business first, then repeat the business-scoped work for other locations.
1

Confirm the business

Open Connections → Businesses. Verify the business name, country, and timezone before attaching knowledge, channels, or integrations.
2

Add essential knowledge

Open Agent → Knowledge Base. Start with business hours, products or services, pricing, payments, fulfillment, common policies, and how to reach your team.Use one focused source per topic and assign a business scope when information differs by location.
3

Add approved shareable assets

Open Agent → Assets and upload images or documents the AI is allowed to share directly with customers.
4

Configure behavior

Open Agent → Personalization. Set the AI timezone, base style, emoji preference, message length, conversation scope, and assistant name.Add short Custom Instructions for specific behavior such as asking one question at a time, distinguishing requests from confirmations, and clarifying the business when it is ambiguous.
5

Configure human handoffs

Open Agent → Handoff Rules. Begin with explicit requests for a person, urgent business issues, payment disputes, and order, appointment, or account changes the agent cannot complete.Request only the information an operator needs and configure accurate working hours.
6

Test in Playground

Start a new test chat and use realistic customer wording. Verify correct facts, business scope, tone, request-versus-confirmation language, connected tools, and both positive and negative handoff cases.
7

Connect a customer channel

Open Connections → Channels to connect WhatsApp, Instagram, Messenger, or configure Webchat.
8

Review the first live conversations

Monitor Home, Conversations, and the Handoff view daily. Add missing knowledge and refine one instruction or rule at a time.

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Go deeper

Build reliable knowledge

Structure policies and business facts so they are easy to retrieve and maintain.

Write Custom Instructions

Add specific, testable behavior without mixing in business facts.

Design useful handoffs

Trigger the right scenarios and capture useful operator context.

Test and launch

Follow a test plan and complete the go-live checklist.
Use website crawling for broad initial coverage, manual text for precise policies, and Assets for files the agent may send directly to customers.