Onboarding guide

Session 0

Before you start

Gather what your worker needs to know. Most of it already exists somewhere in your business.

1. Collect your materialWhat your company does, your prices, your FAQ, your policies, your opening hours. Any of PDF, Word, PowerPoint, Excel, CSV, text or Markdown.
2. Pick one channel to start onWhichever your customers actually use. For most Singapore SMEs that is WhatsApp, and the quickest route is a QR scan.
3. Decide who signs off whatWhich actions can never happen without a person pressing send. Quotes, campaigns, public posts, anything touching money.

Done when You have one document you would be happy for a new joiner to answer from.

The full preparation checklist

Session 1

Your account and company

Set up the workspace, tell the platform who you are, and bring your team in.

1. Complete your company profileEvery line here is treated as fact by every worker you hire. If you use the AI draft, treat it as a starting point and correct it. A wrong opening time becomes a wrong answer to a customer.
2. Check your plan and billingHeadcount, human seats and your monthly working capacity are all on the billing page, with what you have used so far.
3. Invite your teamAdd the people who will use the workspace and set what each of them may do. Approving things is a separate permission from using a worker.
4. Turn on two-factor authenticationOn your own account first, then ask the rest of the team. This workspace can send messages as your company.

Done when Your company profile is accurate and at least one colleague can sign in.

Session 2

What it is trained on

Upload the material your workers answer from. This is the step that decides whether the whole thing is any good.

1. Upload your documentsStart with the price list and the FAQ. You can also point at pages on your website, or connect Google Drive so a folder stays in sync.
2. Tag themTags let you scope a worker to part of your knowledge. A front desk worker does not need your supplier contracts.
3. Edit the starter templates before using themNew workspaces come with template documents. They are placeholders, not facts, and stay hidden from customers until you edit and save them.
4. Test with a real questionAsk a worker something you know the answer to and check the source it cites. If it cites the wrong document, fix the tagging rather than the wording.

Done when A worker answers a real customer question correctly and shows which document it came from.

Session 3

Your first AI worker

Write the job description, set the rules, and test it before anyone outside sees it.

1. Pick a roleThirteen roles arrive with their brief and refusals already written. Front desk is the usual first hire. Or start from a blank job description.
2. Give it a name and a job titleOptional. A worker can introduce itself as a named colleague rather than as a bot.
3. Set the guardrailsTopics it must never engage with, and whether it strips personal data out of what it writes.
4. Leave the fact-check onFor customer-facing workers this is on by default and should stay on. A second check reads every reply against your company profile, your knowledge base and whatever the worker looked up. If the reply states a price, a policy, a delivery time or an action none of them support, it is held back, the customer is told you will check and come back, and the original is kept in the audit log for you to review. It adds a small amount of usage per reply and is worth every credit.
5. Decide its employment stateIn training answers only to you. Supervised goes live with every action held for a human to sign off. Autonomous acts inside your rules. Nobody should start autonomous.
6. Test it in the sandboxAsk it the awkward questions. The correct answer to something outside its knowledge is that it will check with the team, not a confident guess.

Done when The worker answers well in testing and you know exactly what it will refuse to do.

Session 4

Where customers reach it

Connect one channel, test it end to end, then add the others.

1. WhatsApp by QRThe fastest route. Scan a code the same way you would for WhatsApp Web and the number is connected.
2. WhatsApp through the Meta Cloud APIFor volume, templates and messages outside the 24 hour window. It needs a Meta business account and a number not already on WhatsApp.
3. Your mailboxConnect Gmail or any IMAP and SMTP mailbox. The worker reads the thread and replies in it, keeping the history.
4. The website widgetOne script tag before the closing body tag of your site.
5. Telegram and socialFor teams that run on Telegram, and for replying to comments on your connected social accounts.
6. Set the routingWhich worker answers which channel, and who takes over when a human should.

Done when You have messaged your own business from a customer's point of view and got a correct reply.

Session 5

Running it day to day

Where to look once it is live, and how to keep it honest.

1. The approvals hubEverything waiting for a human to sign off, with a notification when something is staged and a reminder before it expires.
2. The inboxEvery conversation across every channel in one place. Your team can take over mid-thread and the worker picks up after.
3. SchedulesPut a worker on an hourly, daily, weekly or monthly run and have the result sent to your email or WhatsApp.
4. Usage and creditsWhat has been consumed this period, what draws the most, and a warning well before the allowance runs out. Work pauses rather than billing you a surprise.
5. AnalyticsHours returned and the ratio against what you paid, per month.
6. The audit log and data rightsEvery action recorded, and a public form for access, correction and erasure requests as PDPA requires.

Done when You know where to look when someone asks what a worker did, and why.

Appendix

If something is not working

1. A worker says it cannot find something, or that the team will come backNine times out of ten this is the fact-check doing its job rather than a fault. The worker drafted an answer, the second check found nothing in your material supporting it, and it held the claim back instead of guessing at a price or a policy. The fix is to add the missing content to your knowledge base, not to turn the check off. The audit log shows what it was about to say, so you can see exactly which fact was missing.
2. A worker is scoped to the wrong knowledgeIf the answer clearly is in your material, check the worker's tags. A worker restricted to a set of tags cannot see documents outside them.
3. Nothing is arriving from WhatsAppCheck the connection is still live. A QR session ends if the phone is offline for a long stretch, and reconnecting is another scan.
4. An approval notification did not arriveApprovers need a mobile number on their profile for the WhatsApp ping. The email goes regardless.
5. Work has pausedThe monthly allowance is spent. The billing page shows what consumed it, and you can top up or move up a plan.

Still stuck Tell us what happened and we will come back within two business days.