Set up your organization

After you create your account, the onboarding wizard helps you set up your organization. At the end, you activate the organization. Only administrators can use the wizard.

Prerequisites

• You created the AurionAI account, or you have the Admin or Owner role. Other users cannot open the wizard.
• Your email address is verified. Read Create your AurionAI account.
• For AI Voice: the address and the login details of your IT service management or customer service tool. You can also skip this part and connect the tool later.
• To pay for a paid plan: a payment card.

The steps for each product

The wizard shows only the steps for your product profile:

Step 1: Organization & Plan

1. Fill in Organization name. The page tells you if the name is already in use.
2. Select your Industry and your Timezone. The time zone is used for reports and business hours.
3. Check First name and Last name.
4. Select a Plan. For a paid plan, also select the Billing cycle. Read Plans and limits.
5. If the page shows Integration type, select the type of tool that your voice agent connects to.
6. If the page shows Setup order, select the order you prefer. You can change the settings later.
7. Select Next.

Step 2: Integration

In this step, you connect the voice agent to your IT service management or customer service tool.

1. Select your tool and fill in its connection details.
2. Select Save & Test Connection. For a customer service tool, the button is Save & Test CS Connection.
3. Wait for Connection successful. or for the matching message for a customer service tool.
4. If the page asks you to map fields, map at least one of the fields that are used to identify callers.
5. Select Next. To connect the tool later, select Skip for now.

Step 3: VoiceBot

1. Select the Default language of the voice agent.
2. Under Choose your support voice, select a voice. To hear it, select Play sample.
3. Optional: type a Bot name (optional). Callers hear this name.
4. Optional: under Widget Appearance, change how the voice widget looks on your website.
5. Select Next, or Skip for now.

Step 4: Helpdesk Setup

1. Type the Support email address. Emails to this address create tickets.
2. Type the Default SLA (hours). This is the default response time target for new tickets.
3. The option Auto-assign new tickets to available agents is on by default. Turn it off if you want to assign new tickets yourself.
4. Select Save & Continue. If you do not want to set this up now, select Skip for now.

Pay for your plan

This step appears when your plan needs payment.

1. Check the plan and the billing cycle.
2. For the Helpdesk plan, type the Number of agents. Each agent needs a seat. You can change the number later on the Billing page.
3. Select Proceed to payment. A secure payment page opens. Enter your card details there.
4. After the payment, you come back to the wizard.

Step 5: Review & Activate

1. Read the cards in Review. To change something, select the edit link on the card.
2. Read the Warnings, if any. They tell you which parts are not set up yet.
3. Under Legal, select Accept required policies. To read a document first, select View.
4. Optional, for Helpdesk and AI Voice + Helpdesk: under Import contacts (CSV), import your contacts from a CSV file.
5. Select Activate Tenant.

Result

Your organization is active, and the dashboard opens. The Onboarding and Checklist items disappear from the sidebar, and the wizard no longer opens. Later, administrators can change the tool connection on the Providers page and the language and voice on the Voice page, both in Configuration. Voice is available with AI Voice and AI Voice + Helpdesk.

If something goes wrong

• The connection test fails. Check the address and the login details of your tool, then test again. You can also select Skip for now and connect the tool later in Configuration.
• Activate Tenant cannot be selected. You must accept the Terms of Service and the Privacy Policy first.
• The payment page cannot open. The page offers other choices. On a plan with a free option, you can select Continue on Free and upgrade later. Otherwise, select Change plan or Contact support.
• You stopped in the middle. Sign in again. The dashboard takes you back to the first unfinished step.
• You are not an administrator. Other users cannot use the dashboard until the setup is finished. Ask your administrator to finish it.

Related articles

• Track setup with the checklist
• Create your AurionAI account
• Product profiles
• Plans and limits