Start with a working support channel
Choose one website and one inbox for your first rollout. Confirm that a visitor can send a message, an agent can reply, and the visitor receives that reply. Add email forwarding and test a full email conversation separately before replacing your existing support setup.
Give AI a reliable knowledge source
Write down the answers your team has approved. Explain eligibility, exceptions and what to do when the answer is unknown. Test familiar questions, follow-ups and questions your sources cannot answer before enabling AI for visitors.
Make ownership clear
A shared inbox works best when each conversation has an owner and the next action is clear. Use assignments, internal notes and inbox access to coordinate your team. Keep customer-facing replies separate from internal discussion.
Choose software against your actual workflow
Compare the channels you use, the integrations you require and the cost at your expected team size. Test with representative conversations. A longer feature list is not evidence that a product fits your team.
Continue with Handeza
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