Getting Started

Go from zero to agent in minutes! This guide walks you through setting up, testing, deploying Ari in five steps

1. Enable setting

Ari is part of Plain AI, which is enabled by default on new workspaces. Check this page if you've previously opted out.

2. Add knowledge

Ari automatically reads your customer facing Help Centers. Add anything outside Plain as a Knowledge Sources. Ari only answers from this knowledge; without it, it will have a high deflection rate.

3. Route threads

Ari works on threads assigned to it. There are two ways to do that.

Assign via workflow

Go to Workflows, create a rule, and use the "Assign to user" action with Ari selected. The conditions on the rule decide which threads Ari picks up, so you can scope it by tier, label, channel, or business hours.

Example: "When a new thread is created on the chat channel with tier Free, assign to Ari."

Use this Workflow Template to get started.

Manually

Assign Ari to any thread yourself, exactly like assigning a teammate. Useful for testing on a specific conversation.

4. Test

Enable Ari in Shadow Mode to see how it behaves on threads without yet giving it the permission to send messages to your customers.

And try out Ari in the Playground, to test specific scenarios and build trust.

This is a great time to tweak Ari's behaviour via Custom Instructions, to better suit your support process and tone.

5. Go live

When you're happy with Ari, and have built trust with the agent, then switch the mode from Shadow to Live on the Ari → Preferences page.

Ari starts replying to customers on the threads your workflows assign to it.

How do I know it's working?

Head over to either of the following pages to see which threads Ari is working on:

• Ari → Activity

• Handled by Ari