Setting up your agent
The General tab, top to bottom. Goal, which is what every conversation drives toward and the single most consequential setting on the page. Smart replies, where a named subject always gets a fixed answer. Identity, the agent’s name and personality with live sample text. And Context, a read-only summary of the inventory, knowledge and hours it draws on, each linking to where it is actually edited.Sales Agent → General · 2:39
Chat widget and SMS
The two channels buyers actually reach you on. Setup and the install snippet, appearance, language, and the prompts and shortcuts a buyer sees before they type. Then the SMS tab and turning on automatic replies. Opens on the detail most likely to catch you out: everything on the Chat widget tab is saved per domain.Sales Agent → Chat widget and SMS · 2:27
Lead routing
Which lead types get assigned to a person, who they go to, and what happens when nobody answers. Two things worth knowing before you configure it: unticked lead types are silently left unassigned, and an empty rotation pool breaks routing and escalation together. Ends on the grace period, which holds an escalation that comes due while you are closed.Resource settings → CRM → Lead routing · 1:56
Automated outreach
Which leads the agent follows up with, the cadence, and how to switch it off. It is not limited to website chat leads: external CRM, abandoned cart and pre-qualification all qualify. The second half covers a rep taking a conversation over, what stops when they do, and the part that costs leads if you miss it — a paused conversation stays paused until somebody resumes it.Resource settings → CRM → Automated outreach · 3:06
Building the agent’s knowledge
The broad half of what the agent knows: documents you upload, the website crawl, and the fact that past conversations are indexed automatically without anyone doing anything. Rule of thumb, Knowledge for breadth and smart replies for the answers that have to be exact.Resource settings → Knowledge · 1:19