# 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.

- **Audience:** Workspace owners approving Onlo for customer use
- **Intent:** Get started
- **Active work:** 10 minutes
- **Waiting:** None after provider and knowledge setup is ready
- **Where this happens:** Complete this in Onlo and the customer-facing channel you connected.

Canonical page: https://onlo.ai/docs/guides/get-started/go-live

## 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

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 result:** Every prerequisite is ready before the customer-facing test begins.
2. **Send a real message.** Use the customer-facing channel to ask the same known question that passed in Playground.
   - **Expected result:** The message appears in Inbox and receives the intended answer.
3. **Test uncertainty.** Send one question the knowledge does not answer.
   - **Expected result:** The AI follows your configured uncertainty or fallback behavior.
4. **Test the human path.** Send the representative message that should require a person and ask the responsible teammate to handle it.
   - **Expected result:** The teammate can access the conversation and continue it from Onlo.
5. **Review the conversation.** Inspect the complete conversation and resolve any visible warning before inviting broader customer traffic.
   - **Expected result:** The tested support path has no unresolved blocker.

### Expected result

Repeat one known question and one human handoff through the live customer-facing channel.

**Success:** Both conversations reach Inbox, follow the intended AI behavior, and remain available to the responsible teammate.

**If you do not 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.

## Related pages

- [Get started with Onlo](https://onlo.ai/docs/guides/get-started): Prepare your workspace, teach the AI, connect a customer channel, and test the complete support flow.
- [Mobile SDK](https://onlo.ai/docs/developers/mobile-sdk): Choose your platform, run the maintained example, and complete one real Messenger conversation from phone to Inbox and back.