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Start with one working support email address and one completed conversation. Add teammates, public help, and optional Evelin workflows after that basic path works.

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1. Complete initial setup

Sign in and complete the setup questions if prompted: workspace name, industry, language, team size, and preferred channel. Selecting a preferred channel records your preference; it does not connect that channel for you. Check the workspace switcher before changing settings. If you were invited to an existing team, use that workspace rather than creating a separate one. This checklist does not require creating an additional workspace. Owners and Admins manage workspace settings. If a setting is unavailable, ask your workspace administrator to complete that step.

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2. Connect support email

Open Settings → Email and follow Set up your support email. Complete the forwarding and sending-domain requirements shown for your address. Send a test message from an address you control to your support address. Find the conversation in Threads, reply, and verify that the reply arrives. A connected label alone does not prove that both inbound and outbound delivery work. Use Test and troubleshoot email delivery if either direction fails. Do not assume WhatsApp or Live Chat replying is available just because it appears in a setup choice or navigation.

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3. Invite the people who will answer

Open Settings → Members, invite the teammate, and choose the role they need. See Invite and manage teammates. Once they accept, confirm that they can open the intended workspace and handle a test conversation. Add a team when several teammates share a queue or responsibility.

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4. Handle the first conversation

In Threads, check the customer, read the conversation, assign the work, and choose whether to send a customer reply or leave an internal note. Review the recipient and message before sending. Resolve the conversation when the request has been handled. See Work with customer conversations for the everyday workflow.

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5. Add reusable answers

Create a few accurate Help Center articles for common setup and troubleshooting questions. Publish the articles, organize them into useful collections, and put the Help Center live when it is ready. Start with Create and publish a Help Center article.

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6. Set up Evelin when available

If Evelin is available in your workspace, open Evelin AI → Knowledge sources and enable your published Help Center articles. Do not also connect the same Help Center’s sitemap as duplicate knowledge. Review Style and your credit balance. Integrations and automations are optional; you do not need to activate an automation to answer customers manually. Before inviting real customer traffic, confirm email delivery, teammate access, reply versus note visibility, and the public help links you plan to share.