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Do these steps in order, or jump to the one you need. After your first connection completes, open the Get started checklist from the portal top bar to track progress. It links to tasks such as Ask Support Analyst about your tickets, inviting a teammate, adding a procedure, and deploying the chatbot or Agent Copilot.

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1. Connect your account with the onboarding wizard

The wizard opens the first time you log in to web.irisagent.com. Pick a path:
  • Ticketing system: connect Zendesk, Freshdesk, HubSpot, Salesforce, Jira Service Management, Zoho Desk, or Outlook. IrisAgent imports tickets, macros, and knowledge base articles.
  • Website link: paste your URL. IrisAgent builds a chat agent trained on your public site and help docs.
  • Not ready yet, speak to a human: book a 20-minute demo.
The import or indexing can take a few minutes to a few hours. You can continue with the next steps while it runs. To add another ticketing system later, go to Data Sources → Ticketing System. Intercom uses a separate OAuth flow from the Platforms page. Guides: Zendesk, Salesforce, Intercom, Freshworks, Jira, HubSpot.

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2. Ask your first question in the IrisGPT Playground

Open AI Products → Chatbot and type a realistic support question. IrisGPT answers from your knowledge base, past tickets, and docs, with citations. Use it to check answer quality and spot knowledge gaps before you deploy.

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3. Invite your teammates

Go to Manage Users and invite teammates by email. Assign roles to control what each person can see and change.

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4. Add your first smart operating procedure

Procedures tell IrisAgent how to handle specific ticket types: what to answer, what to escalate, and what to do automatically.
  1. Go to Automate → Procedures and open the AI Recommended tab. These drafts come from your own tickets.
  2. Click a row to review it. If it’s correct, set the status to Enabled in the drop-down at the top and save.
If AI Recommended is empty, check back in a day or two. To write your own, click Create New Procedure / Q&A and describe in plain English what triggers it, what IrisAgent should do, and when to hand off to a human. For ready-made examples to clone, see the Procedure Library. Procedures power both the chatbot and Agent Copilot. See Workflows.

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5. Install the Agent Copilot app

Agent Copilot is the AI sidebar in your agents’ ticketing system, with answers, summaries, and suggested replies. Go to Deploy → Copilot and follow the install steps for your ticketing system. Zendesk and Salesforce install from their marketplaces. See the Agent Copilot guide and the deployment guide.

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6. Review your first auto-generated tag

Open Topics to see the tags IrisAgent generated from your tickets. Merge duplicates and rename anything that doesn’t match your terminology. See Ticket Tagging.

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7. Enable private ticket notes with AI answers

Before you deploy a customer-facing bot, IrisAgent can post AI answers as internal notes on new tickets. Customers never see them, and agents can copy, edit, or ignore them. Go to Automate → Case Triggers and turn on the AI Private Notes on Cases card.

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8. Deploy a chatbot or grab your API key

Open Deploy and pick a channel:

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9. Add AutoQA rules

AutoQA grades support conversations against your quality standards, such as tone, accuracy, and policy adherence. Go to Quality → QA Rules, click Create New Rule, and describe the rule in plain English (for example, “Agent apologized for the delay when response time exceeded SLA”). Results appear under Quality → QA Reviews. Start with two or three rules that match how your team already coaches. See AutoQA.

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10. (Optional) Segment tickets and articles by product

If you support more than one product, you can make each ticket retrieve only its own product’s articles. Skip this if you have one product. Go to Settings and, in the Products section, configure both classifiers with identical product labels:
  • Article Product Classifier: maps articles to a product by URL pattern.
  • Case Product Classifier: maps tickets to a product by tags, keywords, or regex on the subject and description.
See Segmenting Tickets and Articles by Product.

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What’s next

Questions? Email contact@irisagent.com or contact your IrisAgent CSM.