Select a conversation
Assignment, tickets and internal notes
Content
Keep every answer organised. Each article has its own content.
News
Updates visitors see in the chat. Learn more opens the link.
Published
Edit an update to change it, or delete it to take it down.
Add news
A short update, and a link to the full story.
A clear title and a sentence or two visitors read in the chat.
Learn more opens this page. The picture is optional.
Apps
Answer customers in the apps they already use, alert your team in Slack, and bring knowledge in from Google, Microsoft and Notion.
Chat apps
Messages from these apps arrive in the Inbox. The assistant answers first, and your team can step in at any time.
Not connected.
- In Meta for Developers, open your app and add the Messenger product.
- Copy the App ID and App secret from App settings › Basic.
- Generate a Page access token for your Facebook Page, and copy the Page ID.
Not connected.
- Make the Instagram account a Professional account and link it to your Facebook Page.
- In the Instagram app, turn on Settings › Messages › Connected tools › Allow access to messages.
- Give your Meta app the instagram_basic and instagram_manage_messages permissions, then use the same details as Messenger.
Not connected.
- In your Meta app, add the WhatsApp product and register your business phone number.
- From WhatsApp › API Setup, copy the Phone number ID and the WhatsApp Business Account ID.
- Create a permanent token for a system user with whatsapp_business_messaging and whatsapp_business_management.
Not connected.
- In Telegram, message @BotFather and send /newbot.
- Paste the token it gives you. Messages to that bot show up in the Inbox.
Team alerts
Know the moment a customer is waiting for a person.
Not connected.
- At api.slack.com/apps, create an app for your Slack workspace.
- Turn on Incoming Webhooks, choose Add New Webhook, and pick the channel for alerts.
- Paste the webhook link here. A test message is posted to check it.
Private accounts
Connect an account, then choose files for Suzy AI agent. Only selected content enters Knowledge.
Checking connection…
Checking connection…
Checking connection…
Use a Notion integration token
Create a read-only integration in Notion and grant it access to the pages you want to import.
Knowledge sources
Add shared links or upload files. Each becomes its own article, organised in your Knowledge categories.
Share: Anyone with the link. Private files can be selected from your connected Google account.
Share: Anyone with the link. Suzy checks shared documents for changes each day.
Shared links import one worksheet per link (use its gid). A private account import includes every worksheet.
Use a shared Slides link. Private imports include slide text, tables and speaker notes.
Upload a .docx or paste a public direct download link. For ordinary OneDrive sharing links, connect Microsoft above.
Upload .xlsx or .csv, or use a public direct download link. Formulas use the values saved by Excel; recalculate and save before uploading.
Upload .pptx or paste a public direct download link. Private OneDrive files can be selected above.
Paste a published web page link or upload Markdown, HTML, CSV or PDF exports. For private pages, connect Notion above.
Setup
How the chat looks, sounds, and connects. Anything tagged Saves instantly applies the moment you choose it. Use Save questions for question buttons, and Save changes for the other settings.
General
What customers see, and where the widget is allowed to load.
Shown at the top of the visitor chat.
The language your team reads and writes in. Visitors still chat in their own.
Chat home
The top of the chat, the first thing visitors see.
Choose what visitors see at the top of the chat home.
This icon sits beside the name at the top of the visitor home. Empty space around the picture is removed, then it is fitted into a 128 pixel square.
Add a photo for each person. Their face appears at the top of the visitor chat. Two people show as two photos.
Question buttons
Customize useful starting points beside the chat icon and inside a conversation.
Add up to five buttons. Each one sends a question to Suzy or requests a human before sending the message. The icon counts actual unread replies.
Included in all Suzy plans.
Preview only. The example badge represents two unread replies.
Inside the message box Optional add-on
Show helpful question buttons just above the message input, in the current conversation.
Add up to eight buttons. Customize the label and the full message Suzy receives, or connect the visitor to your human team.
Loading add-on availability…
Preview only. Buttons send into this conversation and leave a typed draft untouched.
Assistant
How the assistant introduces herself and talks to visitors.
The name on her messages. Leave it empty to use Suzy.
The first words visitors read when they open the chat.
A few words on tone, such as friendly and brief. The assistant follows it when she chats.
Suzy's character
Visitors see this character on the chat home and in the message circle. Drag the preview to turn her.
Subtle on the left, playful on the right.
Appearance
The colors and the light or dark look of the visitor chat.
The chat starts in this mode. Visitors can still switch it with the moon or sun button.
Pick a color group, or build your own. Save to show it to every visitor.
Custom palette
Message sounds
Sending uses Bubble. A reply uses Bell. Click a name to hear it, and that sound is used for everyone.
Install
Where the chat may load, and the code that adds it to a website.
The chat only opens on these addresses.
Paste this before the closing body tag on each page.
Data
Sample help articles, and a clean start for the inbox.
Adds the sample help articles the assistant answers from. Articles you already have stay as they are.
Deletes every conversation and customer contact in this inbox. Help articles stay. This cannot be undone.