Getting Started with Customerly: Follow our checklist to learn the basics
This guide walks you through everything you need to set up, deploy, and use Customerly efficiently. Follow a step-by-step timeline to be fully prepared for launch, and explore best practices for managing conversations, inbox support, and chatflows.
Welcome to Customerly! Whether you're a business looking to enhance customer support or a startup aiming to streamline communication, this guide will help you get up and running with Customerly in no time.
To make the onboarding process smooth, we have broken it down into a structured timeline over a few days.
Day 1: Account setup and initial configurations
✔ Create an account – Sign up on Customerly (do your trial or subscribe to one of our powerful plans)
✔ Set up your profile – Add your company details, upload your logo, and define your support hours.
✔ Invite your team – Add team members and assign roles.
✔ Install the live chat widget – Add the Customerly chat widget to your website by inserting the provided script into your site’s <head> section and customize it.
✔ Integrate with other tools – Connect Customerly with CRM, email, or other third-party platforms.
Day 2: Setting up customer support tools
✔ Configure your inbox – Organize inboxes and create different teams for handling conversations.
✔ Define canned responses – Set up frequently used responses to save time in support conversations.
✔ Enable AI Assistant (Aura) – Activate AI-powered support to automate responses and improve efficiency.
✔ Set up Chatflows – Automate support processes by creating guided conversation flows.
✔ Configure Help Center – Publish knowledge base articles to provide self-service support.
Day 3: Automating customer interactions
✔ Create outbound campaigns – Set up email sequences and newsletters for engagement.
✔ Configure AI Missions – Automate specific tasks like gathering customer details, processing refunds, or booking demos.
✔ Set up chat triggers – Configure proactive chat messages to engage website visitors.
✔ Optimize AI responses – Train the AI by updating knowledge sources (canned responses, help center articles).
✔ Refine Customerly AI: set up Customerly AI for optimal customer support
Best practices for managing conversations
Support inbox management
✅ Use conversation tags – Label chats as "priority," "waiting," or "in progress" for better organization.
✅ Snooze conversation – Snooze the conversation until your client gets back to you.
✅ Close resolved conversations – Keep your inbox clean and easy to navigate at the end of every day. Make sure to enable the "Unresponsive" chatflow to close the pending conversations with unresponsive customers.
✅ Use internal notes – Communicate with teammates within the chat, keep everything organized.
✅ Use teams to route conversation - Organize your conversation paths by team—whether sales, tech support, or onboarding. Enhance collaboration within your team to ensure customers are never left waiting.
Effective conversation handling
✅ Respond quickly – Speed is key! Aim for under 3 minutes when possible.
✅ Use AI Reply & Summarize – Quickly generate accurate responses and get conversation summaries.
✅ Escalate when needed – AI will detect low confidence responses and escalate them automatically, sync them with your external sources like slack.
Basic chatflows to implement
Here are some essential chatflows to set up from day one, you can use our existing templates:
1. Let Aura AI Answer First
🔹 Trigger: When a user starts a conversation
🔹 Action: Send the first message and assist the customer
Example:
Deploys the AI agent to handle queries, identify intents, and hand off to the relevant chatflow, escalating to human teams if needed.
2. Triage & Routing
🔹 Trigger: When a user starts a conversation
🔹 Action: Ask qualifying questions ( e.g. company size, needs) and route the customer to the right team
Example:
When a new conversation starts, customers are prompted to choose between Sales, Support, or Billing. Depending on their selection, they receive tailored instructions or are connected with the relevant team
3. Customer Unresponsive Followup and Closure
🔹 Trigger: When a user is unresponsive for a certain threshold.
🔹 Action: Follow up on unresponsive clients after few days
Example:
Re-engage customers with a friendly follow-up message after 1 hour of inactivity, offering AI assistance and routing to a live agent if needed. Or you can send a follow-up message and close the conversation after 3 days of inactivity.
4. Outside Working Hours AI Assistance
🔹 Trigger: Specific event occurs on the user's client (Customer activity on page)
🔹 Action: Sends out of office message, AI will assist and it will either solve or escalate
Example:
Engage with users on your website outside of working hours. When user replies, a message informs them of the unavailability of the support team and offers help from the AI Assistant.
With these steps, best practices, and chatflows in place, you're now ready to maximize your use of Customerly! Keep refining your workflows based on customer feedback and analytics to continuously improve your support experience.
🚀 Happy supporting! 🚀
Did this answer your question?