Getting started
Your first two weeks: from sources connected to agent live
Getting your Unless Customer Agent live within the first two weeks involves a clear, step-by-step process that moves from connecting your content sources to having a fully operational agent ready to interact with your customers. This initial period is crucial for setting up the foundation that powers the agent’s knowledge, behavior, and language capabilities.
week 1: connect your systems and configure settings
The first week is all about establishing the core connections and configurations that the Customer Agent needs to function effectively. Start by integrating your existing knowledge sources such as your help center, main marketing site, or product documentation. These sources feed the agent’s Living Knowledge, which is the information it uses to answer customer questions.
Alongside content integration, connect your helpdesk and CRM systems. This enables the agent to personalize interactions based on customer context and lifecycle stage. During this phase, you also configure your audiences—segments of visitors or customers defined by behavior or demographics—to tailor the agent’s responses and access controls.
Compliance settings are another key focus in week one. Set up privacy, security, and data handling rules to ensure your deployment meets GDPR, EU AI Act, and other regulatory requirements. This includes configuring cookie whitelists if you plan to use custom cookies for audience targeting.
week 2: prepare and deploy the agent
With your sources connected and initial settings in place, the second week centers on preparing the Customer Agent for live interaction. Begin by installing the Unless snippet on your website. This script tag, added to the <head> of your pages, loads the agent asynchronously and is safe to deploy even on production sites before the agent is fully configured.
Next, configure your workspace settings. Choose the base language that matches most of your content, set allowed languages your team can support, and define a fallback language for cases where the customer’s language cannot be detected. This ensures the agent communicates effectively with your audience.
Add at least one Source to the workspace if you haven’t already, so the agent has content to draw from. The Engine will then start building the Living Knowledge library from these Sources.
Once these steps are complete, you can move on to setting up Procedures—actions the agent can take on behalf of customers—and preview the agent’s behavior before going live. This testing phase helps you refine responses and workflows to ensure a smooth customer experience.
conclusion
Your first two weeks with Unless focus on connecting your existing content and systems, configuring language and compliance settings, and deploying the snippet that powers the Customer Agent on your site. By following this structured approach, you lay a solid foundation for the agent to deliver accurate, personalized, and compliant customer interactions. Most customers see their first agent live within four weeks, with the initial two weeks dedicated to these essential setup steps.