Onboarding Checklist
Use this checklist to go from a fresh workspace to a production-ready setup. Most teams finish it in a single working day spread across two or three people.
Day 1 — Foundation
- Create the workspace and pick the right region. → Creating a Workspace
- Invite your team and set roles. → Inviting Your Team
- Pick a primary timezone under Settings → General — this drives SLA timers and business hours.
- Connect SSO if your company requires it. → SSO & SCIM
Day 2 — Build
- Build your first agent using the wizard. → Your First Agent
- Connect at least one channel (Genesys, Twilio, Gmail, Slack, Web). → Channels
- Connect your CRM so the agent has customer context. → CRM
- Upload knowledge — articles, FAQs, SOPs. → Knowledge Sources
- Run a smoke test against the agent in a private channel.
Day 3 — Operationalize
- Set business hours and SLAs. → SLA & Business Hours
- Define routing rules for human escalation. → Routing Rules
- Pick a QA rubric — start with the built-in one, customize later. → Scorecards
- Build one training scenario for your team. → Scenarios
- Schedule a weekly review of QA reports. → Reports & Trends
Don’t try to land everything on day one. Get a single channel + a single agent live, prove the loop, then expand.
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Related
| If you want to… | Go to |
|---|---|
| Read the full platform overview | Platform Overview |
| Plan your first integration | Integrations overview |
| Configure API access | API Keys |
Marking set-up complete
Complete set-up in the top bar takes you to the checklist and shows how many of the four steps are done. Once all four are, the page suggests Mark as complete in its top-right corner.
Marking it complete is a workspace-wide decision, not a per-person dismissal — any member can do it, and the reminder then retires for everybody. The page itself does not go anywhere: it stays the home for knowledge, integrations, channels and invites, reachable from the workspace menu beside your workspace name.