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Getting started with autoch.at ​

This guide helps you get set up with autoch.at for customer communication across email, SMS, live chat, and voice.

What is autoch.at? ​

autoch.at is a multi-tenant platform for customer communication, with AI-assisted automation across:

  • Email Automation: AI-assisted email responses with agents and workflows
  • SMS Messaging: Two-way SMS conversations and campaign automation
  • Live Chat: An embeddable website widget with AI-assisted replies
  • Voice Calls: Voice conversations with routing, recording, and analytics (when enabled)
  • Social Media: Cross-platform publishing, scheduling queues, and AI caption generation (when enabled)
  • CRM Sync: Connect popular CRMs (or use AutoChat CRM) to keep leads and notes up to date (optional)

Quick Start Guide ​

1. Sign Up and Create Your Account ​

  1. Visit https://app.autoch.at
  2. Click Sign Up and create your account
  3. Provide your email, password, name, and company information
    • Password Requirements: Must be at least 12 characters with uppercase, lowercase, number, and special character
    • Password strength meter helps ensure secure passwords
  4. New accounts receive a 14-day trial to explore features
  5. Verify your email address (check your inbox for verification link)

Smart Onboarding Wizard ​

After signing up, you'll see a Setup Wizard button in the bottom-right corner of your screen. This interactive wizard guides you through the essential setup steps:

Wizard Steps:

  1. Welcome: Introduction to autoch.at and what you'll accomplish
  2. Create your first assistant: Use the assistant setup flow to configure your first assistant
  3. Add Business Knowledge: Upload documents or connect your website to provide context
  4. Test Your Setup: Try a conversation with your assistant to verify everything works

What it includes:

  • Progress Tracking: Your progress is saved automatically - you can close and resume anytime
  • Assistant setup: Guided steps to help you configure an assistant
  • Skip Options: You can skip any step and complete it later
  • Completion Status: The wizard button disappears once you've completed onboarding

Accessing the Wizard:

  • The wizard button appears automatically for new users
  • If you've dismissed it, you can restart it from the Dashboard or Settings
  • Your progress is saved, so you'll resume where you left off

Interactive Onboarding Tour ​

In addition to the Setup Wizard, you'll also see a welcome prompt offering an Interactive Onboarding Tour:

  • Start Tour: Take a guided tour of key features
  • Skip: Dismiss the tour (you can restart it anytime from Settings)
  • The tour highlights:
    • Dashboard overview and key metrics
    • Quick actions and navigation
    • System status indicators
    • Navigation menu

Restarting the Tour:

  • The tour can be restarted anytime from Settings
  • Useful for learning new features or refreshing your knowledge

2. Configure Your First Channel ​

Choose one channel to start with:

Option A: Email System ​

Option B: SMS System ​

Option C: Live Chat ​

Option D: Voice System ​

3. Configure AI Assistants ​

Set up your AI assistants to handle customer communications:

Tip: Use the "Create with AI" button to get guided help setting up an assistant. It asks a few questions and generates a starting configuration you can review and adjust.

4. Configure Settings ​

Set up your account settings and preferences:

5. Add Training Context ​

Provide your AI with business context:

6. Add One “Nice-to-Have” That Saves Hours (Optional) ​

Pick one of these once your first channel is working:

6. Configure Lead Qualification (Optional) ​

Set up qualification criteria to automatically identify qualified leads:

  • Qualification Settings - Configure qualification rules
  • Define keywords, message counts, and AI evaluation criteria
  • Trigger notifications when leads are qualified
  • Control which leads sync to CRM

7. Connect Your CRM (Optional) ​

Sync your customer data with your CRM system:

  • CRM Integration - Connect Salesforce, HubSpot, or Dynamics 365
  • Automatically sync leads and contacts
  • Keep conversation history in your CRM
  • Sync only qualified leads (if configured)

8. Monitor and Optimize ​

Track your performance and improve over time:

9. Secure Your Account ​

Enhance your account security:

  • Enable Multi-Factor Authentication (MFA): Navigate to Profile → Security Settings
    • Choose TOTP (authenticator app) or SMS
    • Save your backup codes securely
  • Password Reset: Use "Forgot your password?" link on login screen if needed
  • Strong Passwords: Ensure your password meets complexity requirements

Common First Steps ​

For Email Automation ​

  1. Add Email Domain: Configure your sending domain
  2. Create Email Agent: Set up an AI agent for email responses
  3. Create Workflow: Build your first email workflow
  4. Test: Send a test email and verify responses

For SMS ​

  1. Configure Phone Number: Set up your SMS phone number
  2. Create SMS Agent: Configure AI for SMS responses
  3. Test Conversation: Send yourself a test SMS
  4. Create Campaign: Build your first SMS campaign

For Live Chat ​

  1. Get Widget Code: Copy the embed code from settings
  2. Install Widget: Add to your website
  3. Customize Appearance: Match your brand
  4. Test Chat: Start a test conversation

For Voice Calls ​

  1. Configure Voice Provider: Ensure Telnyx is configured in Settings.
  2. Set Default Voice Assistant: Configure assistant for voice calls
  3. Enable Recording (Optional): Enable call recording if needed
  4. Test Call: Make a test call to verify setup
  5. View Conversations: Access voice conversations via the Phone / Voice page (for voice-enabled plans)

Next Steps ​

Once you're set up with your first channel:

  • Expand to Other Channels: Add email, SMS, or chat to your setup
  • Connect Your CRM: Sync data with Salesforce, HubSpot, or Dynamics 365
  • Create Workflows: Automate complex scenarios
  • Optimize Responses: Review and improve AI responses
  • Scale Up: Increase volume as you grow

Error Handling ​

If you encounter an error while using the platform, you should see a clear message instead of a blank screen. The platform includes error handling to help you recover:

What You'll See ​

When an error occurs, you'll see:

  • Clear Error Message: A brief explanation of what went wrong
  • Try Again Button: Click to retry the action that failed
  • Navigation Options: Links to return to the dashboard or relevant page

What to Do ​

  1. Click "Try Again": This will retry the failed operation
  2. Refresh the Page: If "Try Again" doesn't work, refresh your browser
  3. Check Your Connection: Verify your internet connection is stable
  4. Contact Support: If errors persist, contact support with:
    • The page or feature you were using
    • What you were trying to do
    • Any error messages you see

Common Error Scenarios ​

  • Loading Errors: If a page fails to load, try refreshing or navigating away and back
  • Action Errors: If saving or updating fails, check your input and try again
  • Network Errors: Verify your internet connection and try again

All errors are automatically logged for our team to review and fix.

Getting Help ​

Contextual Help System ​

The platform includes a Contextual Help System that provides intelligent suggestions based on what you're doing:

  • Floating Help Button: A help button in the bottom-left corner provides context-aware suggestions
  • Smart Suggestions: The system detects what page you're on and suggests relevant actions
  • Actionable Guidance: Suggestions include buttons to take immediate action (e.g., "Create with AI" when viewing assistants)
  • Dismissible: You can dismiss suggestions that aren't relevant

How It Works:

  • Suggestions appear automatically when you're on specific pages
  • The system learns from your usage and provides relevant tips
  • Suggestions are contextual - different pages show different guidance

Additional Help Resources ​

  • Documentation: Browse the full documentation index
  • Troubleshooting: Check troubleshooting guides for each system
  • API Reference: Use the API for advanced integrations
  • Support: Contact support for additional help

Documentation by System ​

Key Concepts ​

Multi-Channel Communication ​

autoch.at unifies customer communication channels:

  • Conversations are tracked across email, SMS, chat, and voice
  • AI agents have context from all previous interactions
  • Contact information is automatically extracted and matched
  • Voice calls include recording, transcription, and analytics

AI Agents ​

AI agents are assistants that:

  • Respond to customer inquiries automatically
  • Use your business context and training data
  • Can be specialized for different scenarios (sales, support, etc.)
  • Learn from conversation history
  • Automatically detect serious inquiries requiring professional responses
  • Use built-in tools with privacy and safety controls

Safety and Privacy ​

The platform includes safety measures:

  • Serious Mode Detection: Automatically detects and handles serious inquiries (legal, safety, fraud, etc.)
  • PII Protection: Sensitive information is automatically redacted from AI context
  • Content Safety: Multiple layers of content validation and safety controls
  • Data Encryption: All PII encrypted at rest (AES-256-GCM) and in transit (TLS 1.3)
  • Access Logging: Complete audit trail of all data access
  • Automatic Anonymization: PII automatically anonymized after retention period

Tool Use and Context Functions ​

AI assistants can use built-in tools:

  • Product search and recommendations
  • Document and knowledge base search
  • Website content access
  • Calendar booking integration
  • Client information retrieval (privacy-protected)

PII Variables: Use and in responses - automatically replaced with customer information while keeping PII private from AI models.

Workflows ​

Workflows provide structured guidance to AI agents:

  • Define multi-step processes
  • Guide agent behavior without rigid templates
  • Execute conditional logic
  • Integrate with external systems

Training Context ​

Training context helps AI understand your business:

  • Product information
  • Company documents
  • Website content
  • Custom instructions

Track and optimize your messaging:

  • Short Domain Replacement: Automatically replace long domains with shorter ones
  • Shortlink Tracking: Convert URLs to trackable shortlinks with UTM parameters
  • Click Analytics: Track which links customers click and when
  • Analytics Integration: UTM parameters work with Google Analytics and other tools

Best Practices ​

  1. Start Simple: Begin with one channel and expand gradually
  2. Test Thoroughly: Test all workflows before going live
  3. Monitor Closely: Watch conversations in the first few days
  4. Iterate: Continuously improve based on real conversations
  5. Use Training Data: Provide comprehensive business context

Support Resources ​

Ready to get started? Choose a channel above and follow the setup guide!

autoch.at Documentation

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