Setup & platform guide

Integrava AI is a knowledge-first support platform: you centralize documentation, connect your AI provider, deploy assistants on your website and email, and manage conversations in one workspace.

1. Create an account with your workspace name. The workspace owner is guided through /onboarding (welcome, AI provider, team invite, launch links).
2. Verify email when prompted; you can finish verification later and still explore the product.
3. Sign in at /login to open the dashboard at /dashboard.

Roles: Owners control billing and all settings. Admins manage integrations, embed, email, and team (except owner). Agents work tickets and playground. Knowledge specialists focus on knowledge, Knowledge Base, and read-only playground access for others' threads.

Most workspace configuration lives under /settings. Open the tab that matches what you need:

Personal account changes (name, password) are under /account/security, not workspace Settings.

Knowledge base is where you teach the assistant. Upload PDFs, DOCX, paste text, import URLs, or sync from Notion, Zendesk Help Center, or Google Drive.

• Operational save updates text without re-embedding; status may show needs review.
• Save changes & rechunk rebuilds chunks and embeddings — required for RAG to use your latest content.
• Daily refresh and rechunk (URL sources): optional UTC schedule to re-fetch and re-embed automatically.
• Use RAG test in the hub to preview what the AI will retrieve before going live.
• Issue intake profiles (category "Issue intake") define which fields the embed and email bots gather before escalating to agents. Enable in Settings → AI → Pre-escalation & handoff.

This is separate from the public Knowledge Base, which is a customer-facing FAQ site (categories, sections, rich-text articles).

Issue intake lets the embed and email bots collect structured information from customers before escalating to a human agent — order IDs, account emails, device details, and other fields you define.

1. In AI Training, create a profile with category Issue intake and add the fields you need.
2. Open /settings → AI → Pre-escalation & handoff. Enable issue intake and select the profile.
3. Optionally enable AI handoff summary on escalation so agents see a concise summary when the ticket lands in Conversations.

Issue intake profiles are excluded from RAG — they guide bot behavior only and are not retrieved as knowledge answers.

/ai-playground lets your team chat against the same workspace AI config as production. Use the debug panel to inspect retrieval. Owners and admins can open other members' threads (read-only for knowledge specialists) and delete others' threads (owners/admins only).

Playground conversations are not customer tickets — they do not appear in Conversations.

Website embed

Embed assistant — create a widget, set assistant name (max 25 characters), allowed domains, enable/disable, and copy the snippet. Empty domain list blocks all origins. Disable keeps tickets in CRM; remove deletes the widget and cascades related conversations/tickets.

Optionally enable Cloudflare Turnstile per widget with your own Cloudflare keys (BYOK). Integrava does not host or pay for Turnstile. Guide: Embed bot protection (Turnstile).

For identified users and server-side APIs, see Developer setup on /integrations (API keys, identify tokens, webhooks). Full technical detail: sign in and open /integrations/docs (Developer → SDK guide).

AI disclosure (EU AI Act Art. 50). When a visitor opens the embed chat panel, Integrava shows a clear AI disclosure banner in the empty state (before any message is sent). Opening the panel does not create a conversation or ticket — metering still starts on the first customer message. A compact “AI” label stays in the header while the session is bot-handled. Customize the copy under Embed assistant → Appearance; disclosure cannot be saved blank while enabled. Tenants must not hide or remove the notice for end users. Transparency rules apply from 2 August 2026. This UI notice addresses Art. 50(1)-style informing users they interact with AI; it is not a substitute for Art. 50(2) machine-readable content marking or legal review.

Email inbox

Connect one provider per workspace: Gmail or Microsoft 365 at /email-inbox (owners/admins). After connect, sync runs forward only (not historical mail before connect). Configure ignored domains and blocked senders on the inbox page. AI auto-reply is off by default when you connect — turn it on when ready. Automated AI replies include a short footer stating the reply was generated by an AI assistant; human agent replies do not.

Knowledge sync integrations

From /integrations, open Admin setup for numbered guides, or go directly to:

• Notion
• Zendesk Help Center
• Google Drive

/conversations is your CRM for embed and email tickets — queue, thread, and ticket details in one pane. Select a ticket from the queue to open the thread without leaving the page. Focus mode is a full-width variant with a views rail for saved filters and high-volume triage.

Ticket statuses include bot conversation, waiting for agent, pending, solved, and closed. Customers reopening a solved ticket returns it to waiting; a new message on a closed ticket starts a fresh ticket.

/workflows provides a visual playbook editor and internal lab to simulate steps. Workflows are not wired to live embed or email chat yet — use them for operational playbooks, investigation, and training.

The engine runs deterministic steps first (integrations, compare, transform, for-each joins, asserts) and feeds a full evidence ledger into investigation AI — so complex purchase / resource matching is not limited to truncated event summaries. Save the playbook before re-running investigation.

Optional data connections for workflow steps:

• Mixpanel — event catalog + Export API
• PostHog — product analytics events (same step shape as Mixpanel)
• Stripe — per-workspace billing lookup (not platform subscription billing)
• Shopify — orders by customer email
• Snowflake — SQL queries; rows become events
• Custom API — your REST endpoints (see below)

Engineering reference: docs/WORKFLOWS.md in the opsflow repository.

Custom API lets you register up to five REST connections per workspace. Each connection has its own base URL, auth (Bearer, Basic, or custom header), and a lookup catalog of named endpoints workflows can call.

1. Create a connection with a display name and base URL.
2. Add credentials (stored encrypted per workspace).
3. Define lookups: HTTP method, path template, query parameters, and JSON path to records.
4. Use Test lookup to verify responses before wiring a playbook step.
5. In the workflow editor, pick the connection on each Custom HTTP step (defaults to your legacy connection if you had one).

Custom API is for your backend systems (billing, game servers, internal CRMs) — not Integrava platform billing. For Stripe customer lookups in playbooks, use Stripe instead.

Invite colleagues at /team (single invite or CSV bulk, up to 100 rows). Owners and admins manage invites; role rules prevent admins from changing owners or other admins.

One email login can belong to multiple organizations. Add someone to another workspace by inviting their existing email (do not create a second signup). After they accept, they can switch organizations from the workspace name in the dashboard header. Each membership uses a seat in that workspace.

For full subscription details — platform tiers, usage meters, demo, Stripe checkout, cancellation, and refunds — see the Subscriptions & billing guide. Owners only can open Billing in the dashboard.

1. Complete onboarding and save Settings → AI (provider, model, API key).
2. Import and rechunk knowledge; run RAG test queries.
3. Test responses in AI Playground with real questions your customers ask.
4. Create embed widget with correct allowed domains; upload branding icon if needed.
5. Connect email or finish embed-only support; configure inbox filters and auto-reply deliberately.
6. Invite agents; create CRM macros and custom fields if needed.
7. Publish Knowledge Base articles if you use public FAQ.
8. Review Analytics overview after your first week of traffic.