The settings that matter on your first day
The panel holds a lot of settings, and most of them can wait. This is the short list that decides whether you hear about a new conversation and whether a visitor gets an answer when nobody is at the desk.
Read this on the day you open your account, before you start inviting people to chat with you. It is written for the owner setting things up, not for a developer.
Step by step
Turn on notifications for your agents
A conversation that nobody notices is a customer lost. Go to Settings > Notifications and enable Agent email notifications, Sounds for incoming conversations and messages, and Push notifications.
Decide whether you need your own SMTP
SMTP is already active on our cloud, so email works out of the box and you can skip this. Connect your own under Settings > Notifications > SMTP only if you want mail to be sent from your own server and domain.
Write your follow-up and offline messages
These two cover the moments when a person is waiting. Set both under Settings > Messages: the follow-up message asks for the visitor's details when no agent replies, and the offline message tells them their message arrived outside your hours.
Connect channels with your own accounts
When you link a channel, use your own Google or Meta accounts rather than a shared one. You then have your own quotas, full control, and transparency over your data and your costs.
Set up the chatbot last, if you want one
The chatbot is not part of the first-hour list. If you plan to use it, work through the AI optimal-configuration guide once the basics above are in place.
Settings reference
| Setting | What it does |
|---|---|
| Agent email notifications | Emails your agents about incoming conversations, at Settings > Notifications. |
| Sounds | Plays a sound in the panel for incoming conversations and messages, at Settings > Notifications. |
| Push notifications | Sends notifications to your agents at Settings > Notifications, so they hear about a conversation without watching the panel. |
| SMTP | At Settings > Notifications > SMTP, connects your own mail server so email is sent from your domain instead of ours. |
| Follow-up message | At Settings > Messages, asks the visitor for their details when no agent has replied. |
| Offline message | At Settings > Messages, tells the visitor their message arrived outside office hours or with all agents offline. |
Good to know
Real-time delivery is already on
Messages arrive live on our cloud with nothing for you to configure. If you have seen instructions about setting this up elsewhere, they do not apply here.
You do not have to touch SMTP
Email already works on our cloud out of the box. Your own SMTP is a choice about which domain the mail comes from, not a requirement for sending.
Your own accounts, your own control
Connecting channels through your own Google or Meta accounts gives you your own quotas, and keeps your data and costs visible to you.
AI runs on credits
Every feature is included in your plan, but AI usage runs on credits that you top up separately. Plans start at $7 a month and you can cancel at any time.
The chatbot has its own guide
Getting the chatbot to answer well takes more than a switch. The AI optimal-configuration guide covers it properly, so leave it until the notifications and messages above are done.
Common questions
Do I need to set anything up so messages arrive in real time?
Do I have to connect my own SMTP server before email works?
Which messages should I write first?
Why should I use my own Google or Meta accounts for channels?
Is the AI chatbot included in my plan?
Should I configure the chatbot during this first hour?
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