Prerequisites
- You have admin access to your Sookly workspace.
- You know which team will handle first-response conversations.
- You can send test messages from at least one channel.
Steps
- Open Settings and confirm workspace name, timezone, and language.
- Create your first inbox with a clear operational name (for example, Support).
- Invite at least one teammate and confirm role permissions.
- Set business hours for your initial support coverage window.
- Add one starter automation rule to tag new conversations.
- Connect one channel (website chat or email) and send a test message.
- Assign the conversation, reply, and resolve it to validate the full flow.
What success looks like
- A live inbox receives real test messages.
- Your team can assign and reply without permission issues.
- Basic routing behavior is predictable and documented.
Common issues and fixes
Issue: Conversation timestamps look incorrect.
Fix: Re-check workspace timezone and re-run a new test message.
Issue: No teammate receives alerts for new conversations.
Fix: Verify inbox membership and individual notification settings.