Getting started

02.1How first-time setup works

Setup happens in four parts, in this order:

1. 1
   Onboarding. Give Facilio Helpdesk your website. Atom reads it and drafts your business profile. You check it, and your agent is built.
2. 2
   The welcome card. The first time you open Home, a card shows that your helpdesk is ready and gives you a trial number.
3. 3
   Verify your phone. Enter your mobile number and the 6-digit code you're texted. Your agent can then talk to you on the trial number.
4. 4
   The Get Started checklist. Eight short tasks on Home. Each one takes you to the right screen and shows you exactly what to click.

02.2Step 1 · Build your agent from your website

When you sign in for the first time, onboarding opens full screen. You don't need to configure anything by hand: one website address is enough for Atom to understand your business.

How to build your agent from your website

1. 1
   On Your Facilities, on Autopilot. Finally., type your company's website into the your-website.com field.

1. 2
   Click Get Started. The screen says Reading followed by your website, while Atom pulls out your services, regions, tenant types and brand voice. It takes a few seconds.

1. 3
   When the scan finishes, you'll see Here's What We Found. Every answer is an editable list of chips, and your changes always win.

1. 4
   Review each row. Click +, then pick a suggestion or type your own value under Type to add or search… and press Enter. If Who are your tenants? shows a warning icon, Atom couldn't find it on your website, so fill it in.
2. 5
   Click Looks Good →. You'll see Almost there… while your agent is configured. Your helpdesk opens as soon as it's ready.

The six questions are:

How to fill in your business manually

No website, or prefer to type it yourself?

1. 1
   On the first screen, click Fill in manually next to No website?.
2. 2
   Tell Us About Your Business. opens with the same six questions, empty. Add at least one answer to each.

1. 3
   Click Looks Good →.

If Atom can't read your site

If the scan fails, you'll see We Couldn't Read Your Site.

02.3Step 2 · Verify your phone and hear your agent

The first time you open Home, a welcome card opens: Your Helpdesk Is Ready! It shows your free trial (7 days and 2,000 credits) and the trial number set up for your helpdesk.

How to verify your phone number

1. 1
   On the welcome card, click Get Started. To skip this for now, click Explore My Own.

1. 2
   Verify Your Phone Number opens. Click the flag to choose your country code.

1. 3
   Type your mobile number and click Send Verification Code. (The button turns on once you've typed at least four digits.)

1. 4
   Enter The Code opens and shows the end of the number it was sent to, for example +971 •••• 4567. Check your text messages for the 6-digit code.

1. 5
   Type the code. Each digit moves you to the next box, or you can paste the whole code at once. When the sixth digit goes in, the code is checked automatically. You can also click Verify & call me.

How to hear your agent on a real call

Once your number is verified, the card shows how to reach your agent.

1. 1
   Call the number shown under Please call … to hear how your helpdesk handles a real call. Talk to your agent as a tenant would.
2. 2
   To try WhatsApp, scan the QR code under Chat on WhatsApp with your phone and send a message.
3. 3
   Click Done, explore more to close the card.

02.4Your trial number

While you're on the free trial, Home shows a Your trial number card. The trial number only answers calls and WhatsApp messages from numbers you've verified. That's how you and your team can test the agent before you buy a number of your own.

How to add a number to test with

1. 1
   On Home, click Add Number in the Your trial number card.

1. 2
   Under What's your phone number?, check the country code and type the number.

1. 3
   Click Send Verification Code. Enter your verification code opens.
2. 4
   Type the 6-digit code from the text message, then click Verify.

1. 5
   Phone number verified confirms it. Click Done.

1. 6
   The new number appears as a chip on the card.

How to remove a verified number

1. 1
   Hover over the number's chip. Its blue tick turns into a red bin icon.
2. 2
   Click it, then confirm with Remove on Remove this number?. Your agent stops taking calls and WhatsApp messages from that number. You can verify it again at any time.

02.5Step 3 · Work through the checklist

Back on Home, the Explore your helpdesk card lists eight tasks and shows your progress (for example, 3/8 steps). Finished tasks are crossed out and move to the bottom.

How to complete a checklist task

1. 1
   Click a task to open it and read the one-line description.
2. 2
   Click its button, for example Start guide.
3. 3
   The right page opens and a spotlight tour highlights the exact control to use. Longer tours show their progress, for example 1 of 2.

1. 4
   Do the highlighted action, or click Next. On the last step, click Got it.
2. 5
   When you finish a tour, its task is ticked off on Home.

How to hide the checklist for now

1. 1
   Click I'll do this later at the top right of the checklist.
2. 2
   The checklist shrinks to a small Explore your helpdesk card at the top of the right-hand column, with a progress ring.

1. 3
   Click the small card at any time to bring the full checklist back.

When all eight tasks are done, the checklist says You're all set and moves into the right-hand column.

02.6What's next

Once your agent is live, most of your day happens in Tickets and the Inbox. To fine-tune how the agent sounds and what it handles, see Intake agent.