Day 1 (Kickoff call)
We meet with your point of contact for 45 minutes. We map how enquiries currently reach you, where they go, and who handles what. You'll leave with a written scope covering what we're building and the sequence we'll build it in.
We'll also send an access checklist: the tools, channels, and accounts we need connected.
Days 2–3 (Discovery)
We review what you already have: your help content, FAQs, policy documents, and a sample of past conversations. Past conversations matter most. They tell us what your customers actually ask, in the words they actually use, which is what the AI agent trains on.
Where you don't have this content, we build it with you from your team's knowledge and the questions you field most.
Days 3-5 (Foundation Build)
We configure the platform on your account. This covers your inbox structure, routing rules, team permissions, and the first set of automations. For ecommerce, we connect your store so support has live access to orders, shipping, and fulfilment data. You'll have a working system to look at by the end of the week, even before it's customer-facing.
End of week 1 (Checkpoint)
A short call to walk through what's built, confirm the routing and escalation logic match how your team works, and flag anything discovery surfaced that changes scope.
What We'll Need From You
The access on your checklist, ideally within 48 hours of kickoff
Your help content and policy documents
A decision-maker available for two short calls
Access delays are the single largest cause of timeline slip. Everything else runs on our side.
What happens next?
What happens next?
Weeks two onward cover AI agent training, testing against real enquiries, escalation tuning, and launch. If you've moved to Fully Operated CX, this is also where we bring the human support layer online behind the agent. Timelines vary with scope, and we'll give you a dated plan at the week-one checkpoint.
When does the AI Agent go live on my website?
When does the AI Agent go live on my website?
Early. A first version of the agent can be connected and answering within your first week, trained on the content already published on your website. It handles the questions your site already answers, and escalates everything else to your team.