1. Welcome to Converso
Converso brings AI agents and your team together to help customers in one place. Your agent answers questions using your business knowledge, while your team handles requests that need a person.
Start with a focused use case, such as service enquiries or product support. Add reliable information, configure your agent and test the journey from the customer's first message through to human handoff.
Converso navigation
| Area | What you can do |
|---|---|
| Inbox | Read, assign and respond to customer conversations. |
| Contacts | View customer details and conversation history. |
| Knowledge | Manage the information your agent uses to answer questions. |
| AI agent | Configure responses, handoff messages and live channels. |
| Reports | Review conversation activity, AI outcomes and satisfaction. |
| Settings | Manage your business, team, workspaces, channels and billing. |
Roles and access
You need an Admin account for workspace and agent configuration. If a workspace is missing, ask an admin to check your membership.
Use cases and channels
Choose questions your team already answers regularly. For example, a service business could start with appointment preparation and booking instructions. This gives you a useful first scope and makes answers straightforward to check.
Choose the channel that suits your first use case:
- Webchat: a practical starting point for website enquiries.
- WhatsApp: requires a connected number.
- Email: available only where customer email is enabled for your deployment.
Initial setup
- Check your business name and timezone.
- Choose a workspace and add the team members who will handle handoffs.
- Add current documents or FAQs to its knowledge base.
- Configure the agent's tone, guidance and handoff message.
- Test answers and human handoff before making the channel available to customers.
Next: How Converso works or Set up your first AI agent. See Users and permissions for access details.