Guides

Getting started

Purpose of this document

This article will guide you through the onboarding process. It complements, but doesn’t replace, the main documentation.
Each section highlights the information you need to gather and provides direct paths within the AI Agent tool. You'll also find links to additional documentation for deeper insights on specific topics.

1. Start with Foundational Settings

This section covers the key steps to configure your AI Agent, including setting up team structure, working hours, and handovers. Completing these settings ensures your AI Agent aligns with your organization's operations for optimal performance.

📘

Preparation: Team and business information

Before starting, please gather the following information:

  • Support team structure
  • Business hours and time zones
  • Special days off or holidays
  • Text for ”welcome message” to greet your customer
  • Test for “end message” at the end of the interaction
  • Operating regions and languages

Set your team structure and availability

Steps to take:

  1. Set up the team structure by defining who can access the AI Agent and sending email invitations to them.

→ Go to [Workspace > Team]

  • Add team member details and roles

Consult the documentation for more details.

  1. Configure office hours and time zones to manage team schedules, including out-of-office exceptions for holidays or training sessions.

→ Go to [Workspace > Availability > Working hours]

  • Set up regular working hours
    → Go to [Workspace > Availability > Out of offices]
  • Input holidays and special closures

Consult the documentation for more details.

  1. Define AI Agent basics by configuring the welcoming message customers see when they join the conversation and the goodbye message they receive when the chat concludes.

→ Go to the [Start] module

  • Set up ‘Welcome message’,
  • Define ‘End of activity’, and
  • Indicate ‘Don't understand’ responses

Consult the documentation for more details.

  1. Set up handovers to human agents when automation doesn’t succeed, ensuring customer queries are smoothly transferred for better assistance.

→ Go to [Modules] and prepare Handovers

Consult the documentation for more details.

  1. Set up regions and languages - if your organization offers support across different countries / regions and in different languages contact your CS manager to set this up for you. Once set up, follow the guide below.

→ Go to [Settings > Regions] and create your regions and language zones

Consult the documentation for more details.

2. Educate Your AI Agent

In this step you will be building your AI Agent knowledge center. Key focus here is to prepopulate key information from various sources like articles, FAQs, and common inquiries. You'll also learn how to create and implement flows that enable your AI Agent to efficiently resolve end-user queries.

📘

Preparation: Collect knowledge center information

  • Gather frequently used answers
  • List common customer questions
  • Compile articles and documentation
  • Collect response templates
  • Identify any additional knowledge sources
📘

Preparation: Identify business processes

  • List key business processes (e.g. how do you process returns?)
  • Outline steps for each process and what systems are necessary to complete each step

Build AI Agent knowledge center

Steps to take:

Create GenAI knowledge center

  1. Create a GenAI knowledge center by providing information for the AI Agent, linking to other websites, establishing the AI Agent's persona, and activating knowledge pieces.

→ Go to [X2 Knowledge]

  • Define Snippets, Websites, Articles, APIs
  • Activate GenAI knowledge
  • Set context and tone of voice - create Persona

Consult the documentation for more details.

  1. Define automations, to streamline answers to common customer questions, with each automation triggering tailored responses or other support actions.

→ Go to [Automations > Knowledge base]

  • Input Automations & Responses

Consult the documentation for more details.

Note:
For your ease, Zowie offers the most common e-commerce questions. Review the existing list and select relevant ones for your business. (They can be found in “Inactive” status on top of the page)

  1. Set up business processes and questionnaires by creating modules, surveys, or complex workflows, adding quality assurance questions, and configuring topic suggestions.

→ Go to [Modules] and:

  • Set up Survey
  • Configure Workflows

Consult the documentation for more details: Survey and Workflows.

→ Go to [Automations] and:

  • Set up Quality Assurance
  • Configure Topic Suggestions

Consult the documentation for more details: Quality Assurance, Topic suggestions.

Note:
You may need to return to several Automations / Modules once you have enabled access to external systems in section 3.

  1. Test your AI Agent to ensure top quality by verifying the accuracy of your knowledge base, so your end customers receive the correct answers.

→ Go to [Test out your AI Agent] and:

  • Conduct early testing to ensure that the end consumer receives correct replies to their enquiries.

3. Give Your AI Agent Access to Systems

This chapter covers integrating third-party systems to enhance your AI Agent's capabilities. You'll learn how to connect your agent to additional data sources and functionalities, enabling it to handle more complex queries effectively.

📘

Preparation: List current systems and needed integrations

  • Identify current automation systems
  • List required integrations
  • Gather necessary credentials and URLs

Connect AI Agent to your systems

Steps to take:

  1. Set up communication channels to integrate your AI Agent with various platforms, enabling users to interact with you across multiple channels.
  • Set up [Channels > Messenger]
  • Set up [Channels > WhatsApp]
  • Add any additional channels relevant to your business

Consult the documentation for more details.

  1. Integrate existing systems by connecting your e-commerce platform with the AI Agent through Zowie's out-of-the-box integrations for common platforms.

→ Go to [Modules > See all modules]

  • Set up integrations (e.g. Shopify, Magento)
  • Configure custom integrations via REST API if needed

Consult the documentation for more details.

4. Add Widget to the Website

This chapter guides you in finalizing your AI Agent's user interface, covering how to customize the widget's appearance to match your brand and place it on your website for optimal user engagement.

📘

Preparation: Decide on widget appearance and placement

  • Identify branding colors
  • Prepare your logo
  • Think about widget placement on your website

Widget configuration

Steps to take:

  1. Customize widget appearance by selecting the logo and colors to match your brand's identity.

→ Go to [Channels > Widget]

  • define look and feel for your widget

Consult the documentation for more details.

  1. Implement technical setup by selecting the necessary widget code to embed on your website, ensuring the widget is visible and functional.

→ Go to [Channels > Widget > Show code]

  • Follow instructions to add the widget code to your website

Consult the documentation for more details.

Final Step: Test your AI Agent

Use the ‘Test out your AI Agent’ feature to thoroughly test all automations and the information center. Carefully review all business flows, including order tracking, return processes, exchange policies, etc.

Ensure you verify both the happy paths and the edge cases. The more comprehensive your testing upfront, the better the experience for your end customers when you go live.


Post launching:
Plan for regular reviews and updates of the AI Agent's knowledge and processes.

By following these steps and preparing the necessary information beforehand, you'll be well on your way to successfully onboarding your AI Agent. Remember to continuously monitor and refine its performance for optimal results.