Initial Setup: Step-by-Step Guide
There is a nine-step setup checklist to get the CRM ready for use. Each step takes you to the actual screen where the task has already been completed; on that screen, you’ll see what you’ve saved…
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There is a nine-step setup checklist to get your CRM up and running. Each step takes you to the actual screen where the task has already been completed; when you save on that screen, the step is automatically marked as complete. This article explains how to use the checklist and what each step is for.
- ChannelsConnect your first channel
- Live Chat SettingsSet Your Support Profile
- Team MembersAdd Your Representatives
- OverviewGet Started in a Few Steps section
Installation Guide and Checklist
Until installation is complete, the "Installation Not Complete" card appears at the bottom of the section panel in the left menu. The card displays a progress circle and the name of the next step. If you’ve collapsed the menu, the card turns into a checkmark icon below the ribbon; it remains clickable.
- Open the list — click on the “Installation Not Complete” card. The title shows how many steps have been completed (e.g., 3 of 9 steps); the next step is highlighted.
- Read the step — When you click on a step, a brief description appears explaining what it does and what will happen if you don’t follow it.
- Get it done — The "Open Page" button takes you to the relevant screen. For steps that can be completed with a single click, the button performs the action directly from within the list.
- Return to the list — The list refreshes every time it opens; the task you saved appears as completed on the screen.
- Empty circle → Next step.
- Checkmark → Completed; the step name is struck through.
- Lock → Another step must be completed first. The specific step is indicated by the phrase "This step must be completed first."
Once installation is complete, the card disappears and does not reappear. There is no button to hide the card; it remains as a reminder until the task is complete.
Nine steps
- Set your support profile — Opens the Settings › Live Chat page. Customers will see you in the chat window on your website with the name and greeting message entered here; if you leave these fields blank, the product’s default text will appear. The step is complete once you save the settings.
- Connect your first channel — Opens the Settings › Channels page. This step is complete once you’ve connected a channel such as WhatsApp, Instagram, or Telegram, or an email channel. Customer messages will not appear in the CRM until the channel is connected.
- Set up request statuses — The "Set Up Statuses" button in the list creates the statuses Open, Pending, Resolved, and Closed with a single click; an internal Spam status is also added. Statuses with the same name that already exist are left unchanged.
- Set working hours — Opens the Settings › SLA and Working Hours page. This step is complete once you save your work schedule; the response to messages received outside of business hours is determined accordingly.
- Set Agent Workload — Takes you to Team › Members list. The Assignment Limit on an agent’s page determines how many calls can be assigned to them at the same time; if you don’t set it, the default limit of 6 applies to everyone. This option is locked until you finish adding agents.
- Add representatives — Opens the Team › Members page. This step is complete when there is at least one active member other than yourself in the workspace.
- Set up predefined permission groups — The "Set up permission groups" button creates the CRM — Administrator, CRM — Supervisor, and CRM — Representative groups with a single click. The groups appear under Team › Permissions and Structure › Permission Groups. A representative added without a role will have a dashboard but cannot view conversations.
- Fill out your knowledge base — Opens the Help Center › Articles page. The step is complete once you create your first article. Writing FAQs helps customers solve their own problems and serves as a source of answers for BLE AI.
- Enable BLE AI — Opens the BLE AI › Settings page. This step is complete once you have an active BLE AI agent. Since the AI cannot generate responses when the knowledge base is empty, it remains locked until you finish filling the knowledge base.
Anyone who can open the checklist panel can view it, but performing a step requires the appropriate permission for that task (e.g., connecting a channel requires channel management permission; setting statuses requires permission to update settings). If you do not have the necessary permission, leave the step to your administrator.
"Get Started in a Few Steps" in the Overview
Users with admin privileges will also see the “Get Started in a Few Steps” section below the Overview page:
- Add a chat to your website to receive messages from visitors: the chat code to copy, setup steps based on your platform under “Install on the Platform,” and the option to send the code to the person managing the site via “Send Instructions to Your Web Administrator.”
- Connect channels and communicate with your customers wherever they prefer: WhatsApp, Instagram, Messenger, Telegram, Apple Messages, and email fields, as well as the Chat page, phone number, and BLE AI fields. When you click on a widget, the prerequisites and connection steps appear in a pop-up window on the right without leaving the page. Connected widgets display a badge that says “Connected” or “2 connected.”
Which channel boxes appear depends on your workspace's channel settings.
Frequently Asked Questions
I’ve completed the task, but it still shows as pending
The list refreshes as soon as it opens; close the tab and reopen it. The step is complete once you save the setting on the relevant screen; simply opening the page is not enough.
What happens if I don't finish the installation?
The CRM continues to operate. As long as the installation remains incomplete, reminders are sent every few days (up to three times) to users authorized to manage workspace settings. The link in the reminder opens this list directly.