Onboarding guide
Five steps from a new account to an assistant answering your customers. Most of it is done in the dashboard; exactly one step touches your website.
Sign in and find your client ID
Sign in to the dashboard with the login we sent you. Open the Install page. Your client ID is shown there — a long string of letters and numbers that identifies your workspace. Every snippet on your site carries it.
Change the password we issued you the first time you sign in, and do not share the login between staff — create a separate account for each person who needs one.
Load your help content
Open Knowledge in the dashboard and add what you want the assistant to answer from — FAQs, help articles, delivery and returns policies, opening hours, anything your customers ask about. Add the questions you are actually asked most often first; it is worth more than a large pile of documents.
Under Links, add the pages the assistant is allowed to point people to. This list is a safety boundary: the assistant can only send customers to links you have approved here, so it cannot invent a URL.
The assistant answers from this content. If something is not in it, the assistant will say it does not know and offer to pass the customer to your team, rather than guessing.
Set where conversations escalate
In Chatbot settings, set the email address that should receive a conversation when a customer asks for a person, or when the assistant cannot answer. Set the assistant's name and greeting here too, so it introduces itself as part of your business.
Decide who on your team watches that inbox. An escalation that nobody reads is worse than no chat at all — the customer has been promised a human.
Add the snippet to your website
This is the only step that touches your site. One line, before the closing </body> tag, on every page where the chat should appear.
Replace YOUR_CLIENT_ID with the client ID from Step 1. The dashboard's
Install page shows this snippet with your ID already filled in — copy it from
there rather than typing it out.
- No rebuild and no framework needed. It works on WordPress, Shopify, a hand-written HTML site, or anything else that lets you add a script tag.
- On WordPress, most themes have a "footer scripts" or "custom code" box. Paste it there.
- Add it site-wide if you want the chat everywhere, or only on the pages where you want it.
Your site's domain must be authorised on your account before the widget will load. We set that up with the website address you gave us. If you move to a new domain, tell us first or the chat will stop appearing.
Test it, then go live
Ask it real questions
Open your own site and ask the five questions your customers ask most. If an answer is wrong or thin, the fix is in your help content, not the chat.
Test an escalation
Ask for a human and confirm the conversation actually arrives at the address you set in Step 3.
Check it on a phone
Most customers will open it on a phone. Load your site on one and make sure the chat button does not cover anything important.
The one habit worth having
Once a week, open Conversations in the dashboard and read what customers actually asked. The questions the assistant could not answer are the most useful thing the product gives you: each one is a gap in your help content that a real customer hit. Add an answer, and it never comes up again.
Common problems
The chat button does not appear
- Check the snippet is before
</body>and that the client ID matches the one on the Install page. - Check the domain you are testing on is the one authorised on your account. A staging domain is a different domain.
- Clear the page cache if your site or host caches HTML.
The answers are wrong or too vague
- The assistant only knows your help content. Add the missing answer under Knowledge and ask again.
- Short, direct question-and-answer entries work better than long documents.
Nobody is receiving escalations
- Re-check the escalation address in Chatbot settings, and look in that inbox's spam folder.
Anything else, write to sumitsonkawade@sonkawadelabs.in or call +91 74986 01105. See also the Privacy Policy, Terms and Data Deletion Instructions.