1. Choose a useful, limited starting scope
Start with questions that have a stable business answer: what a service includes, how to prepare for a visit, where a published policy applies, or how to contact the business. Write down the exceptions that still need a person. A small, reviewed set of answers is easier to maintain than a large collection of inconsistent documents.
For a hypothetical workshop business, the assistant might explain what materials are included and which shoes to wear. Changing an individual booking still needs the business’s process. For an online store, explain the published returns policy without implying that the assistant approves a return or can inspect an order.
2. Prepare customer-facing sources
Gather the relevant pages and documents before importing them. Remove outdated policy versions, resolve contradictions, and put conditions beside the rule they qualify. A sentence such as ‘Changes are allowed’ is incomplete if a separate document contains the notice period and exceptions.
KivoHelp accepts an authorized public website, supported PDF, DOCX, and TXT documents, and business information or FAQs you write. Imports have page and size limits. Check the extracted content because sign-in pages, image-only documents, or dynamic content may not import as expected. Add missing text manually when appropriate.
- Use only sources you have permission to import.
- Include information suitable for visitors; relevant excerpts can appear in replies.
- Keep passwords, private customer records, and confidential instructions out of the knowledge library.
3. Prepare the welcome and support route
Choose an assistant name and welcome message that make its role clear. Set its appearance, personality, language, and welcome shortcuts. A shortcut can start a common question, point to a website page, or expose an enabled support option.
Tell visitors what to do when their question is personal or unresolved. Starter uses the business’s configured support email. Where ticketing is enabled, the visitor chooses to submit a request and verifies their email to read team replies. This is asynchronous follow-up, not live human chat. A normal AI conversation does not notify the team.
4. Review a small test set before installation
Prepare questions in the language customers actually use, including short questions, different wording, missing details, and exceptions. When AI testing is available, read each complete answer and compare it with the source. The assistant should acknowledge a gap instead of inventing a policy.
In KivoHelp, AI testing requires an available model on an eligible workspace. Free AI is disabled. A Free workspace supports knowledge setup and appearance preview, so it cannot be used to validate live AI answers. Do not treat a visual preview as proof of answer quality.
- Check a routine question with a clear source answer.
- Ask about something absent from your business information.
- Ask for an order change or other action the assistant cannot perform.
- Confirm that any offered support route is configured and eligible.
5. Install only when your workspace is eligible
An eligible active plan provides your workspace’s installation script. Configure the authorized website, then use your site’s supported custom-code process to add the actual snippet. If an agency or developer manages the site, give them the relevant installation instructions rather than account passwords.
Free does not include website installation, and paid checkout is currently unavailable. The public paid tiers are proposed rollout plans. Your workspace shows the features currently available to you. The homepage demo uses local fictional examples and its illustrative code is not a working installation snippet.
6. Check the visitor experience and maintain it
After an eligible installation, review the launcher and conversation on mobile and desktop. Check that important content remains readable and the website is usable with a keyboard. Confirm that the configured support route takes visitors to the intended business process.
Review recurring unanswered questions and update unclear sources. KivoHelp supports manual website sync and optional weekly syncing. If a scan fails, the last successful content stays in place. A manual edit pauses automatic replacement until you allow syncing again. Recheck important changes yourself: syncing and source citations do not guarantee that every AI reply is current or correct.