From brand document to live agent in 48 hours — here's exactly what happens.
Most software onboarding is vague by design. Ours isn't. This page walks you through every step of the Kylix setup process — what you provide, what we build, what your agent does on day one, and what working with Kylix looks like after go-live.
What you provide
Three inputs. One essential. Two optional but unlock significantly more capability.
Your Brand DocumentRequired
This is the most important input in the entire setup. Your brand document is the foundation your agent is trained on — it's how Kylix learns to speak with your voice, understand your products, and answer your customers' questions with accuracy and confidence.
Your brand document can be a PDF, a Word file, a Google Doc link, or a plain text file. It should include: your product catalogue with descriptions and key attributes, your most frequently asked customer questions and their answers, your brand's tone of voice guidelines, any claims you make (and any claims you explicitly avoid), and any policies that affect customer conversations.
You don't need a perfectly formatted document to get started. Most brands submit a combination of their existing FAQ page, product description copy, and a few paragraphs describing their brand story.
Shopify Store AccessOptional
If you run your store on Shopify, connecting it takes under ten minutes and is entirely non-technical. You connect your store via a standard Shopify OAuth flow: you click a button, log into your Shopify admin, and grant Kylix read access to your orders and product catalogue.
With Shopify connected, your agent can pull live order status, carrier tracking numbers, estimated delivery dates, and fulfilment exceptions in real time. On Growth and Enterprise plans, it can also initiate the return process and generate return labels.
Shopify access is optional on all plans. If you don't use Shopify or aren't ready to connect it at launch, your agent goes live without order tracking and you can connect your store at any point later.
Social Account AccessOptional
To deploy your agent on Instagram DMs or Facebook Messenger, you'll need to connect your Instagram Business account and/or your Facebook Page through a standard Meta Business login flow.
Kylix uses only the permissions required to operate your agent: reading incoming messages, sending replies, and subscribing to message webhooks. We do not access your ad accounts, analytics, or post content.
WhatsApp Business connection requires a verified WhatsApp Business API account. If you don't have one yet, our team will walk you through the verification process as part of your onboarding.
The 48-hour setup timeline
Here is exactly what happens between the moment you sign up and the moment your agent goes live.
- Hour 0
You submit your brand document
As soon as you sign up, you're taken directly to the brand document upload screen. You upload your document — or paste a URL — and submit. Our system immediately queues your document for processing. You'll receive a confirmation email within a few minutes.
- Hours 1–4
Kylix ingests and structures your brand
Our system processes your document, extracts structured knowledge about your products, brand voice, policies, and FAQs, and begins building your agent's knowledge base. This is a semantic understanding of your brand — not a simple keyword index.
- Hours 4–8
Initial agent review and calibration
Our onboarding team reviews your agent's initial responses against a set of test questions — including common product questions, edge cases, and compliance-sensitive topics relevant to your category.
- Hours 8–24
Channel connections and configuration
Once your agent's knowledge base is validated, we move to channel setup. You connect your Shopify store, Instagram, Facebook Page, and WhatsApp number through the guided flows in your dashboard. Your website chat widget code is generated and ready to paste.
- Hours 24–36
Pre-launch testing
Before your agent goes live publicly, we run a structured pre-launch test across every connected channel. We send a set of real-world customer questions and review responses for accuracy, tone, compliance, and handling of edge cases.
- Hours 36–48
Go-live
Your agent goes live. We confirm all channels are receiving and responding correctly, and send you a go-live summary covering your agent's configuration, channel setup, escalation rules, and instructions for making updates going forward.
What your agent does on day one
From the first conversation, it is operating at full capability across every connected channel.
Answering product questions accurately
From the first conversation, your agent draws on its full brand training to answer questions about your products, ingredients, usage, comparisons, and recommendations.
Handling order enquiries
If your Shopify store is connected, your agent can look up any order by the customer's email address or order number and return live fulfillment status, carrier details, and estimated delivery windows.
Managing FAQs without human involvement
Shipping timelines, return policies, subscription management, discount codes, product availability — the questions your team answers most often are handled entirely by your agent.
Escalating when appropriate
Your agent knows what it doesn't know. When a question falls outside its training, or when a customer expresses frustration, your agent escalates gracefully — capturing the customer's details and notifying your team.
Logging everything to your dashboard
Every conversation that happens on day one is logged, categorised, and available in your analytics dashboard. By the end of the first day, you'll already have a clearer picture of what your customers are asking.
What ongoing support looks like
Go-live is the beginning, not the end. Your agent gets better over time — through your training updates, weekly performance reports, and continuous monitoring.
Continuous learning from your updates
Your brand evolves — new products launch, policies change, seasonal promotions run. Any time you update your brand document or add a new product file, you upload the new content to your dashboard and your agent's knowledge base is updated within minutes.
We recommend reviewing your agent's performance monthly and refreshing your training documents after any major product launch or policy change.
Weekly performance reports
On Growth and Enterprise plans, you receive a weekly performance report every Monday morning covering the previous week's conversations: total volume, resolution rate, top questions, channel breakdown, and recommended actions.
These reports are designed to be actionable, not just informational. Each recommendation includes the specific question that surfaced the gap and the suggested training update.
Proactive monitoring and issue resolution
Our team monitors every live Kylix agent for anomalies — unusual escalation spikes, response errors, channel connectivity issues, and compliance flags. If we detect something that requires attention, we reach out proactively before you notice a problem.
If a channel goes down — due to a Meta API change or any other upstream dependency — our team is alerted automatically and begins remediation immediately.
Ongoing support access
Starter plan customers have access to email support with a 48-hour response time. Growth plan customers receive priority email and chat support with a 12-hour response time. Enterprise customers have a dedicated Slack channel with a four-hour response SLA.
Support covers everything from technical questions about your channel connections to strategic questions about how to improve your agent's performance.