# Getting started

> A new helpdesk goes from your website address to a working AI agent in a few minutes. Then you verify your phone, hear your agent on a real call, and the Get Started checklist walks you through the rest.

**Find it in:** Onboarding (opens on first sign-in) · Home › Explore your helpdesk · Home › Your trial number

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/getting-started/*

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## How first-time setup works

Setup happens in four parts, in this order:

1. **Onboarding.** Give Facilio Helpdesk your website. Atom reads it and drafts your business profile. You check it, and your agent is built.
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. **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. **The Get Started checklist.** Eight short tasks on Home. Each one takes you to the right screen and shows you exactly what to click.

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

![Paste your website, then click Get Started or press Enter.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-scan-1-url.webp)
*Fig. 1 — Paste your website, then click `Get Started` or press Enter.*

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.

![Reading Northpointfm.com… Atom is drafting your agent from your website.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-scan-2-reading.webp)
*Fig. 2 — **Reading Northpointfm.com…** Atom is drafting your agent from your website.*

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*.

![Atom's draft of your business profile. Remove a chip with its ⓧ, or click + to add your own.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-scan-3-found.webp)
*Fig. 3 — Atom's draft of your business profile. Remove a chip with its ⓧ, or click **+** to add your own.*

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.
5. Click `Looks Good →`. You'll see **Almost there…** while your agent is configured. Your helpdesk opens as soon as it's ready.

![Almost there… Your AI agent is being set up.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-scan-4-almost-there.webp)
*Fig. 4 — **Almost there…** Your AI agent is being set up.*

The six questions are:

| Question | Example answers |
| --- | --- |
| What's your company name? | Northpoint FM |
| Which segments do you operate in? | Commercial offices, Retail malls, Healthcare |
| What services do you offer? | HVAC, Electrical, Plumbing, Lifts, Cleaning |
| Who are your tenants? | Office tenants, Retail tenants, Hospital staff |
| What assets do you manage? | Chillers, Generators, Lifts, Fire panels |
| Which regions do you serve? | Dubai, Abu Dhabi |

> `Looks Good →` stays greyed out until every question has an answer.

### How to fill in your business manually

No website, or prefer to type it yourself?

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

![Tell Us About Your Business. Click each Add button to fill in a row.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-manual-1-form.webp)
*Fig. 5 — **Tell Us About Your Business.** Click each **Add** button to fill in a row.*

3. Click `Looks Good →`.

### If Atom can't read your site

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

![Click Retry to scan again, or Fill in manually to answer the questions yourself.](https://facilio.com/help/helpdesk-guide/screens/how-onboard-error-1-error.webp)
*Fig. 6 — Click `Retry` to scan again, or `Fill in manually` to answer the questions yourself.*

> Your progress is saved after every change. If you refresh or come back later, onboarding picks up where you left off. To start again with a different website, click `Back` at the top left of the details or error screen.

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

![Your Helpdesk Is Ready! with your trial number at the bottom.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-1-welcome.webp)
*Fig. 7 — **Your Helpdesk Is Ready!** with your trial number at the bottom.*

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

![Your agent will call or message this number, so use a mobile you have with you.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-2-phone.webp)
*Fig. 8 — Your agent will call or message this number, so use a mobile you have with you.*

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

![A UAE mobile number, ready to send.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-3-phone-filled.webp)
*Fig. 9 — A UAE mobile number, ready to send.*

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.

![Six boxes, one per digit. The resend timer counts down underneath.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-4-code.webp)
*Fig. 10 — Six boxes, one per digit. The resend timer counts down underneath.*

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`.

![Five digits in. The sixth one submits the code.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-5-code-typing.webp)
*Fig. 11 — Five digits in. The sixth one submits the code.*

> **Didn't get the code?** Wait for **Resend in … seconds** to finish, then click `Resend via SMS`. Typed the wrong number? Click `Change number`. If the code is wrong, you'll see **That code didn't match. Please try again.** and the boxes clear so you can retype it.

### How to hear your agent on a real call

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

![Call the number shown, or scan the QR code to chat with your agent on WhatsApp.](https://facilio.com/help/helpdesk-guide/screens/how-welcome-otp-6-call.webp)
*Fig. 12 — Call the number shown, or scan the QR code to chat with your agent on WhatsApp.*

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. To try WhatsApp, scan the QR code under **Chat on WhatsApp** with your phone and send a message.
3. Click `Done, explore more` to close the card.

> The welcome card shows only once. If you close it before verifying, verify your number from the **Your trial number** card on Home instead (see below).

## Your 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.

![Your trial number on Home, with each verified number as a chip and Add Number at the end.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-1-strip.webp)
*Fig. 13 — **Your trial number** on Home, with each verified number as a chip and **Add Number** at the end.*

### How to add a number to test with

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

![Add a phone number: your country code is filled in for you.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-2-add.webp)
*Fig. 14 — **Add a phone number**: your country code is filled in for you.*

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

![Click Send Verification Code.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-3-add-filled.webp)
*Fig. 15 — Click `Send Verification Code`.*

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

![The code was sent to the number shown under the picture. Resend via SMS appears once the timer runs out.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-4-code.webp)
*Fig. 16 — The code was sent to the number shown under the picture. **Resend via SMS** appears once the timer runs out.*

5. **Phone number verified** confirms it. Click `Done`.

![Your agent can now reach this number over Call and WhatsApp.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-5-verified.webp)
*Fig. 17 — Your agent can now reach this number over Call and WhatsApp.*

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

![Two verified numbers on the trial line.](https://facilio.com/help/helpdesk-guide/screens/how-trial-numbers-6-added.webp)
*Fig. 18 — Two verified numbers on the trial line.*

> You can verify a limited number of phones during the trial (three here). Once you reach the limit, **Add Number** is greyed out.

### How to remove a verified number

1. Hover over the number's chip. Its blue tick turns into a red bin icon.
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.

> **Want everyone to reach your agent?** Click `Buy a Number` on the card (see [Buy a phone number](https://facilio.com/help/helpdesk-guide/settings/#how-to-buy-a-phone-number)). When the trial ends or you run out of trial credits, the card says verified numbers won't work until you upgrade.

## Step 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.

![The Get Started checklist on Home. The first unfinished task opens automatically.](https://facilio.com/help/helpdesk-guide/screens/how-checklist-1-open.webp)
*Fig. 19 — The Get Started checklist on Home. The first unfinished task opens automatically.*

| # | Task | What it does | Button | Takes you to |
| --- | --- | --- | --- | --- |
| 1 | **Buy a phone number** | Get a local or toll-free number for your helpdesk | `Buy a number` | Settings › Phone Numbers |
| 2 | **Name your agent** | The name requesters hear and see on every channel | `Take me there` | Intake › General |
| 3 | **Draft a scope with AI** | Describe what the agent should handle, and AI drafts it | `Start guide` | Intake › General |
| 4 | **Choose your agent's voice** | Preview voices, then pick one | `Take me there` | Intake › General |
| 5 | **Add a web widget** | Build a chat widget and copy its embed code | `Start guide` | Intake › Web Widget |
| 6 | **Try a live call** | Talk to your agent in the browser, no phone needed | `Open the call playground` | Intake › Calls |
| 7 | **Try it on WhatsApp** | Message your agent and watch it reply | `Open the chat playground` | Intake › Whatsapp |
| 8 | **Try the web widget** | Chat or call through the widget your visitors will see | `Open the widget playground` | Intake › Web Widget |

### How to complete a checklist task

1. Click a task to open it and read the one-line description.
2. Click its button, for example `Start guide`.
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**.

![Open the Scope Library: the first of two tour steps for Draft a scope with AI.](https://facilio.com/help/helpdesk-guide/screens/how-checklist-2-tour.webp)
*Fig. 20 — **Open the Scope Library**: the first of two tour steps for **Draft a scope with AI**.*

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

> Closing a tour with its **×** leaves the task unticked, so you can start it again later.

### How to hide the checklist for now

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

![The checklist tucked away in the right-hand column.](https://facilio.com/help/helpdesk-guide/screens/how-checklist-3-later.webp)
*Fig. 21 — The checklist tucked away in the right-hand column.*

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.

## What's next

Once your agent is live, most of your day happens in [Tickets](https://facilio.com/help/helpdesk-guide/tickets/) and the [Inbox](https://facilio.com/help/helpdesk-guide/inbox/). To fine-tune how the agent sounds and what it handles, see [Intake agent](https://facilio.com/help/helpdesk-guide/intake/).