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 |