Go live with your first support flow
Run one final customer-visible conversation and confirm that the AI and your team can complete it safely.
- For
- Workspace owners approving Onlo for customer use
- Needs
- Complete this in Onlo and the customer-facing channel you connected.
- Time
- 10 minutes active · None after provider and knowledge setup is ready waiting
Before you start
- One connected customer channel with a successful test conversation
- At least one Fresh knowledge source
- Successful known, uncertain, and handoff tests in Playground
- A teammate who can access the conversations they will own
Why run a live check?
Playground proves AI behavior, but only a customer-facing test proves the connected channel, Inbox, AI, and teammate handoff together.
Run the final support check
- Step 1
Confirm the tested configuration
Check that the channel remains connected, the owning knowledge source is Fresh, and the responsible teammate can sign in.
Expected resultEvery prerequisite is ready before the customer-facing test begins.
- Step 2
Send a real message
Use the customer-facing channel to ask the same known question that passed in Playground.
Expected resultThe message appears in Inbox and receives the intended answer.
- Step 3
Test uncertainty
Send one question the knowledge does not answer.
Expected resultThe AI follows your configured uncertainty or fallback behavior.
- Step 4
Test the human path
Send the representative message that should require a person and ask the responsible teammate to handle it.
Expected resultThe teammate can access the conversation and continue it from Onlo.
- Step 5
Review the conversation
Inspect the complete conversation and resolve any visible warning before inviting broader customer traffic.
Expected resultThe tested support path has no unresolved blocker.
Repeat one known question and one human handoff through the live customer-facing channel.
Expected result
Both conversations reach Inbox, follow the intended AI behavior, and remain available to the responsible teammate.
If you don't see this
- Return to the first onboarding guide whose expected result failed.
- Fix channel delivery before changing AI behavior.
- Fix knowledge or AI behavior in Playground before repeating the live test.
Customer questions
Do I need every Onlo feature before launch?
No. One connected channel, reliable knowledge, tested AI behavior, and a working human path are enough for the first controlled rollout.
Can I add more channels later?
Yes. Prove the first flow, then connect and test each additional channel separately.
What should I monitor first?
Review early conversations for wrong answers, missing knowledge, failed delivery, and handoff problems.
Common mistakes
- Launching several channels before one complete customer path is stable.
- Treating a Playground success as proof that the live provider channel works.
- Going live without a teammate who can handle exceptions.
You have completed this guide when
- A real customer-facing message reaches Inbox.
- The AI uses the intended knowledge and does not invent an unsupported answer.
- A teammate can see and handle a conversation that requires a person.
- No unresolved channel, knowledge, or access warning remains in the tested path.
Troubleshooting
The Playground test passes but the live message never arrives.
- Likely cause
- The AI is ready, but the customer channel path is not.
- Recovery
- Return to Inbox channels, verify the connection, and repeat a plain-text inbound message before changing AI settings.
The live answer differs from Playground.
- Likely cause
- The live channel may use different context, identity, or configuration.
- Recovery
- Compare the channel, question, selected knowledge, and customer state, then reproduce the exact scenario in Playground.
The handoff occurs but nobody can respond.
- Likely cause
- The responsible teammate lacks access or the handoff ownership is unclear.
- Recovery
- Confirm the teammate’s role and access, then repeat the handoff before continuing rollout.