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Setting up a workspace

The first-run checklist for a new organisation.

Overview

When a workspace is created, KitoDesk runs a guided setup. This is the order that works best.

Who can use this

Workspace admins only.

The checklist

  1. Organisation details - name, logo, industry and working hours. Working hours affect SLA timers counted in business hours.
  2. Invite your team - Settings → invite by email and give each person a role.
  3. Connect a channel - start with one: email, SMS, WhatsApp or voice.
  4. Create an inbox - a named destination for a channel with its own agents and routing policy.
  5. Set an SLA policy - first-response and resolution targets for new conversations.
  6. Turn on triage and routing - decide whether new conversations are categorised automatically and who they go to.
  7. Add automation - rules for acknowledgements, escalations and follow-ups.
Related guides
Connecting channelsWhatsApp, SMS, email, website chat and voice providers.People, roles and permissionsStaff, roles, custom permissions, invitations and scopes.
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