Setup & platform guide
Configure your workspace, connect channels, and find the right settings in the dashboard.
Getting started
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.
- Create an account with your workspace name. The workspace owner is guided through /onboarding (welcome, AI provider, team invite, launch links).
- Verify email when prompted; you can finish verification later and still explore the product.
- 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.
Settings hub
Most workspace configuration lives under /settings. Open the tab that matches what you need:
| Tab | What you configure | Who can edit |
|---|---|---|
| General | Workspace name, knowledge categories (used in KB filters, mass incidents, playground) | Owners & admins |
| AI | Provider (OpenAI, Anthropic, Google, xAI), model, API key, tone, system instructions, playground message limits, per-ticket customer message limit & escalation message, Tavily key + internet search when KB confidence is low, escalation summary on handoff | Owners & admins |
| CRM | Custom ticket fields, auto-assign rules, macros (preset replies, notes, status, custom fields) | Owners & admins |
| Integrations | Connected sources list, show/hide sidebar shortcuts, disconnect providers | Owners & admins |
| Branding | Chatbot icon shown in the embed widget header (PNG/JPEG/WebP/GIF, ~450 KB max) | Owners & admins |
| Security | Workspace security options | Owners & admins |
Personal account changes (name, password) are under /account/security, not workspace Settings.
Knowledge base (AI training)
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.
This is separate from the public Knowledge Base, which is a customer-facing FAQ site (categories, sections, rich-text articles).
AI Playground
/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.
Customer channels
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.
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).
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.
Knowledge sync integrations
From /integrations, open Admin setup for numbered guides, or go directly to:
Conversations (support tickets)
/conversations is your CRM for embed and email tickets. Standard layout: queue, thread, details. Focus mode adds a views rail for saved filters and high-volume triage.
| Feature | Where | Notes |
|---|---|---|
| Reply & internal notes | Thread composer | Macros apply from the composer bar (Settings → CRM) |
| Saved views | Views rail / modal | Filter by status, assignee, traits (embed), custom fields |
| Export | Conversations toolbar | JSON or CSV for current filters |
| Mass incidents | Ticket sidebar + /mass-incidents | Group tickets; bulk status and mass reply |
| Analyze and learn | Ticket actions | Turn thread into knowledge (owners/admins/specialists per role) |
| SDK traits | Details sidebar | Shown for embed tickets when identify flow was used |
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 (playbooks)
/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.
Optional connections: Mixpanel (event catalog for workflow steps) and Stripe (per-workspace secret for billing lookups in investigations — not platform subscription billing).
Team & billing
Other dashboard areas
| Area | Path | Purpose |
|---|---|---|
| Dashboard home | /dashboard | Live stats: team size, knowledge docs, embed sessions, open tickets, solved counts |
| Analytics | /analytics | Overview cards + custom report builder — see Analytics metrics doc |
| Execution logs | /logs | Workspace activity and integration sync history |
| Mass incidents | /mass-incidents | Incident groups, team notes, bulk operations |
| Knowledge Base editor | /help-center | Public FAQ structure and articles |
| Zendesk tickets | /zendesk-sync | Phase A: inbound ticket sync (separate from Zendesk Help Center article import) |
Recommended setup checklist
- Complete onboarding and save Settings → AI (provider, model, API key).
- Import and rechunk knowledge; run RAG test queries.
- Test responses in AI Playground with real questions your customers ask.
- Create embed widget with correct allowed domains; upload branding icon if needed.
- Connect email or finish embed-only support; configure inbox filters and auto-reply deliberately.
- Invite agents; create CRM macros and custom fields if needed.
- Publish Knowledge Base articles if you use public FAQ.
- Review Analytics overview after your first week of traffic.
Need metric definitions? See Analytics metrics.