Helpable Client Workspace Setup (Onboarding)

Helpable Client Workspace Setup (Onboarding)

1. 01

   Confirm the agency holds a Scale plan seat before touching client data

   White-label branding and multi-client management only exist on Scale at 299 €/mo, which covers up to three client knowledge bases. On Solo (25 €/mo) or Starter (49 €/mo) you get one workspace and the 'Powered by Helpable' badge stays visible, so a client-facing build cannot ship from those tiers.

2. 02

   Create the client knowledge base and attach their custom domain with SSL

   Custom domain plus free SSL is included from Solo upward. Point the client's subdomain (help.clientdomain.com is the usual pattern) and verify the certificate issues before you seed any articles, because the widget inherits the domain at embed time.

3. 03

   Seed 15 to 20 FAQ articles using the AI Writer before enabling Calli

   Calli answers only from published articles and always returns a source link, so an empty or thin base produces refusals on the first client demo. Feed the AI Writer the client's existing support inbox exports or help URLs, then edit for tone. The article editor's slash commands speed up headings, callouts, and tables.

4. 04

   Configure Calli AI answer behaviour and the handoff threshold

   Set the point at which Calli stops answering and routes to the live chat inbox. For most agency clients, unanswered queries should land in the contact inbox rather than dead-end, so the client's team sees the gap and you get a content backlog from real questions.

5. 05

   Embed the chat widget on the client's site and test on mobile

   The widget drops onto any website. Load it on the client's marketing pages and inside their app if they have one, then run five real questions through it on a phone. Check that source links resolve to the branded domain, not a Helpable URL.

6. 06

   Turn on multilingual support if the client sells outside one language

   Helpable covers 50+ languages. Use the AI Writer's translation path to produce article variants rather than machine-translating at the widget layer, so Calli cites a real article in the customer's language.

7. 07

   Wire Slack, Zapier, Make, or HubSpot into the live chat inbox

   Route new conversations into the channel the client's team already watches. A Slack channel per client is the lowest-friction option for agencies running several accounts, and it keeps the retainer defensible because the client sees response activity without logging into Helpable.

8. 08

   Hand over with a written content cadence and a named owner

   Deliver a one-page runbook: who reviews the contact inbox daily, who publishes new articles weekly, and which questions from the last seven days still have no article. Agencies that skip this step watch the knowledge base decay within a month and the AI answer rate fall with it.