Help & Support

Deskio AI is the AI receptionist that works inside your Deskio account. It uses the business details you enter during setup to answer visitor questions, collect lead information, and support the conversations that normally come through your website.

The information it gathers is organized in the same workspace you use every day: Leads, Live Inbox, Appointments, and the Dashboard. In other words, it helps you respond to customers without making your CRM workflow more complicated.

Account setup is straightforward and happens in two main steps:

1. Sign up with your name, email, and password.
2. Complete your business profile with your industry, address, hours, contact number, and pricing or service details. These details are what the assistant uses when it answers customer questions, so it is worth making this information as accurate as possible.

Once the profile is saved, your assistant can use that information in live conversations and the information it collects will appear inside the CRM.

At the moment, this is handled during onboarding and is not changed directly from the CRM itself. If your business details change, email us at info@zertixstudio.com with the updated information and we'll apply the change for you.

Deskio AI currently supports three main business types: dental clinics, insurance agencies, and real estate. Each one uses a different conversation style and set of questions so the assistant is more relevant to the work that business actually does. For example, dental conversations focus on front-desk questions and appointments, insurance conversations focus on policy and coverage questions, and real estate conversations focus on property details and lead qualification.

Go to Widget & Integrations in the sidebar, copy the embed code shown there, and paste it just before the closing </body> tag on your site. The chat bubble will appear on every page that includes it.

The Leads page has a Test Live Widget button (and a floating test bubble) so you can try a real conversation without needing to open your own website.

No setup needed - the widget automatically falls back to regular HTTP requests if a live WebSocket connection can't be established, so conversations keep working either way.

WhatsApp: Yes, and you can connect it yourself - no need to wait on us. Go to Widget & Integrations, open the WhatsApp card, and either scan the QR code with your business phone's WhatsApp or use a phone-number pairing code instead. Once connected, the same AI that handles your website widget also replies to WhatsApp messages live, answers questions, and books appointments - reminders and follow-ups go out over WhatsApp automatically too. You'll also get a ready-to-share wa.me link once it's connected.

This uses WhatsApp's own linked-device feature (the same one WhatsApp Web relies on), so we recommend connecting a dedicated business number rather than your personal one. If a connection attempt fails or the QR code won't scan, wait a minute before retrying - trying too many times too quickly can trigger a temporary cooldown from WhatsApp itself, not a bug on our end. If it's still not connecting after that, disconnect and try again, or email info@zertixstudio.com with your business name and we'll take a look.

SMS: Also supported, tied to your business number. Since this involves connecting a phone number on our end, email info@zertixstudio.com to get it set up.

Yes - go to Widget & Integrations and open the Messenger card to connect your Facebook Page. You'll be sent through Facebook's own login screen to authorize the connection; once approved, the same AI that answers your website widget also replies to Messenger conversations on that Page live, answers questions, and books appointments.

Note: this channel is brand new and currently in Meta's review process (the standard approval every app needs before it can serve every business, not just a handful of test accounts). If you try to connect and it doesn't go through yet, that's why - it's expected to open up fully once Meta finishes reviewing it.

Yes - Instagram has its own connect flow (separate from Messenger) under Widget & Integrations. Once connected, the AI replies to your Instagram Direct Messages the same way it does everywhere else.

Note: like Messenger, this is a new channel currently going through Meta's app review before it can serve every business. It's expected to open up fully once that review completes.

Yes - connect your Gmail inbox from Widget & Integrations and Deskio AI becomes a genuine AI email reply assistant for your business: it reads incoming customer emails and replies automatically, using the same AI that answers your website widget, WhatsApp, and every other channel. It answers real questions, captures leads, and books appointments straight from email - not a canned auto-responder.

Setup takes a couple of minutes and never uses a Google sign-in screen. Open the Gmail card under Widget & Integrations, enter your Gmail address, then generate a Google App Password at myaccount.google.com/apppasswords and paste it in - Google only offers App Passwords once 2-Step Verification is turned on for that account, so turn that on first (Google Account > Security) if you don't see the option. Deskio AI checks for new messages every few minutes and replies from your own Gmail address, in the same email thread, so customers never notice anything different in their inbox.

An App Password is a limited, revocable credential, not your real Gmail password and not full account access - you can revoke it anytime from your Google Account without changing your actual password, and Deskio AI never touches anything outside your inbox (no Drive, no Contacts, nothing else).

Note: the Gmail channel is included on the Business plan.

Yes - a WordPress plugin is available for download from the Widget & Integrations page. Support for more platforms is planned.

Wix doesn't support installable plugin files the way WordPress does, so instead you use Wix's own Custom Embed feature - no coding, no app install, no approval wait. Open your site in the Wix Editor, add an element, find Embed in the list, then choose the option for embedding custom HTML (Wix labels this Embed a Widget → Custom Embeds → Embed HTML as of this writing). Paste in the same embed script from Widget & Integrations, shrink the reserved embed box down (the chat widget draws its own floating bubble, so it doesn't need that space), and turn on Wix's "show on all pages" option so it appears site-wide. Full step-by-step instructions are also at deskio.tech/integrations/wix.

Open Widget & Integrations, save your website URL, then copy the channel link you need. Use it on your Google Business Profile, WhatsApp Business profile, SMS messages, or Instagram bio. Download the QR code for posters, flyers, business cards, and reception desks.

For a custom-coded website, copy the embed script and paste it before </body>. WordPress users can download the plugin from the same page. Shopify and Wix integrations are coming soon.

Yes. Every Deskio AI account automatically includes a standalone chat page - a full, working version of your assistant hosted at its own shareable link, with no website needed at all.

Find your link on the Widget & Integrations page. Share it anywhere your customers already are: your WhatsApp Business profile, Instagram bio, Google Business Profile, printed flyers or business cards via the downloadable QR code, or even a text message. When someone opens the link, they land on a simple chat page with your branding and talk to the exact same AI receptionist a website widget would show - it answers questions, qualifies leads, and books appointments just the same.

If you get a website later, nothing changes - the standalone page and an embedded widget can run side by side.

Go to Settings > Profile and use the logo uploader. Accepts PNG or JPG, up to 2MB. Re-uploading replaces your current logo.

Go to Widget & Integrations and use the Visual Customizer - pick a color with the color picker (or type a hex code) and save. A live preview updates as you edit.

For extra options beyond the picker - accent color, background color - add attributes directly to the embed <script> tag instead, using the ready-to-copy example on the same page:

• data-accent-color - send button and small accents
• data-bg-color - chat window background

Yes - the same Visual Customizer under Widget & Integrations lets you write your own welcome message (up to 300 characters) and add up to 4 suggested-question chips visitors can tap instead of typing. Both show up in the live preview before you save.

Yes - data-dark-mode="auto" (the default) follows the visitor's own device/browser preference automatically. Set it to "true" or "false" to force one mode regardless of the visitor's device.

Yes - add data-assistant-name="Your Bot Name" to the embed script tag and it replaces "Deskio AI" in the chat window header. This one isn't in the Visual Customizer yet, so it stays script-tag only for now.

Yes. Go to AI Persona & Prompting in the sidebar and set a Persona name (up to 60 characters) - this is the name the assistant introduces itself with in conversations. Leave it blank to use the default name for your industry.

Yes - the Custom instructions box on the AI Persona & Prompting page (up to 1,000 characters) lets you steer tone, phrasing, or things the assistant should always mention or avoid. It's added on top of the assistant's built-in knowledge of your industry, not a replacement for it.

Yes - click Save changes and the new persona name and instructions apply to every conversation from that point on, across the widget, standalone chat page, and any other channel.

It's a free-text box (up to 4,000 characters) under Knowledge Base in the sidebar where you can add extra details about your business - services, pricing, policies, or anything customers commonly ask about that isn't already covered by your business profile. The AI reads this when answering questions, so it's a direct way to make its answers more specific to you.

Your business profile (set during onboarding) covers the structured basics - address, hours, contact info. The Knowledge Base is for anything extra and free-form: policies, FAQs, pricing nuances, or context that doesn't fit a single field.

Every conversation - it's read live as part of how the assistant builds its answers, not something that needs to be manually refreshed or republished.

When a conversation looks urgent - an emergency case or a frustrated/escalated customer - Deskio AI can email you an alert right away. Turn this on or off from the Automated Workflows page. Note: turning the email off doesn't turn off the in-CRM notification toast, only the email.

For dental accounts, Deskio AI can automatically send a WhatsApp or SMS reminder the day before a booked appointment. This toggle is on the Automated Workflows page and only appears for dental businesses.

No - both toggles are instant-save switches. Flip one on or off and it takes effect immediately, no extra setup or save button needed.

The Dashboard gives you a live daily snapshot. Reports lets you pick a date range - 7, 30, or 90 days - to see totals, a lead funnel (New/Contacted/Booked/Lost), and a day-by-day breakdown table over that period.

Yes - the Export CSV button on the Reports page downloads the daily breakdown for your selected date range as a spreadsheet file.

Not entirely - the visual charts (trend, resolution, heatmap, satisfaction, sentiment) use their own fixed recent window and don't change when you switch the date range above them. The KPI numbers, funnel, and daily breakdown table do respect your selected range.

A full chat page of your own, at deskio.tech/chat/your-business - for when you don't have a website yet, or don't want to embed the widget on one. It's the same assistant as the embedded widget, just as its own page instead of a bubble in the corner of your site.

No. Every account gets a standalone chat page automatically at signup, built from your business name. You can share that link directly - on WhatsApp, Instagram, your Google Business Profile, in SMS messages, or as a printed QR code - without ever needing a website of your own.

Go to Widget & Integrations and look for the Standalone Chat Link card. Your link, a QR code (screen and print resolution), and ready-to-copy links for WhatsApp, Instagram, your Google Business Profile, and SMS are all there.

Yes. Click Edit next to your link in the Standalone Chat Link card and type a new one - letters, numbers, and hyphens only, it's cleaned up automatically. It has to be unique, so if it's already taken you'll be asked to pick another.

Yes - the toggle at the top of the Standalone Chat Link card switches it on or off. When it's off, the link shows a simple "not available" message instead of the chat, and turning it back on brings the chat back immediately.

Yes - your logo (from Settings) and your color and welcome message (from the Visual Customizer) all carry over automatically. There's nothing extra to configure separately.

Yes. The "Sign in with Google" option is available on the login and signup pages and uses Google's login flow directly. This is a convenient way to access your account, and it keeps the sign-in process simple without needing to create a separate password for Deskio.

Go to Settings > Account and use the Security panel. You will need your current password and a new one that is at least 8 characters long, includes a number, and contains both uppercase and lowercase letters. Very common choices such as "password123" are rejected even if they technically meet the length rule.

Changing your password also helps protect your account because it signs you out of other active devices at the same time.

Not from Settings at the moment. The login email field is currently read-only there, so if you need it changed, email info@zertixstudio.com and we can help you update it.

Your login email is the address you use to sign in. The support email is a separate contact field you can set in Settings > Profile for your own reference and business contact details. It is optional and does not replace your login identity.

No. Google-based accounts do not have a separate Deskio password to change. If you signed in with Google, the account section will show that there is no password to update instead of presenting the normal password form.

Use the "Forgot password?" link on the sign-in page and enter the email address tied to your account. You will receive a 6-digit code in your inbox that is valid for 10 minutes. Enter that code with a new password on the same page to complete the reset. If you are already signed in somewhere else, you can also change it from Settings > Account instead.

Yes. The timezone setting is available under Settings > Account > Preferences and helps make sure appointment times and business activity are shown in the correct local time for your team.

Table view is a simple list format and is useful when you want to scan leads quickly or sort them by different fields. Board view changes the same information into a kanban layout so you can move leads through stages visually. Both views show the same leads, and you can switch between them with the toggle at the top of the Leads page.

Use the status chips above the list to quickly narrow the view to the leads that matter most at that moment. The available options are All, New, Contacted, Booked, and Lost, which helps you focus on follow-up work without losing the full list in the background.

Yes. The Export CSV button on the Leads page downloads the currently visible list so you can work with it in spreadsheets or share it with a teammate.

Yes. Opening a lead shows a notes panel where you can add free-text, timestamped notes for follow-up details that the AI may not capture automatically. This is especially useful when a lead needs a personal touch or extra context.

Use the search box on the Leads page to find a person by name or by their session or customer ID. This is the fastest way to jump to a specific lead without manually scrolling through the full list.

Live Inbox is the real-time view of customer conversations that are currently active. It helps you see what the AI is saying, what the customer is replying with, and when a conversation needs your attention. It is useful both for monitoring the assistant and for stepping in when a customer needs a human response.

Yes. When you open a conversation, you can click "Take over conversation" to reply as yourself instead of the AI. When you are done, clicking "Hand back to AI" returns control to the assistant so the workflow can continue automatically.

The detail panel gives you a quick summary of the conversation context, including the current status, when the customer was first seen, a lead-quality flag, any booked appointment, and the information the AI collected during the chat. This gives you a fast overview before you respond.

The Live Inbox entry in the sidebar shows an unread badge whenever a new customer message arrives while you are on a different page. That makes it easier to notice new activity without constantly switching tabs.

The Appointments page lists them soonest-first, with customer name and industry. It's only shown for dental accounts today - insurance and real estate leads don't have a fixed appointment date, so they live in Leads instead.

Not yet - it's currently a read-only log of what the AI booked during a conversation. For changes, reply to the customer directly or reach out via info@zertixstudio.com.

The KPI cards give a high-level summary of how your assistant is performing. They show the total number of conversations, the share that were handled automatically, how many needed human attention, and how quickly the assistant responded. These numbers are useful for checking overall activity without reading every individual conversation.

The charts help you understand patterns over time. You can review recent chat volume, compare AI and human resolution, see when traffic is highest during the week, and check customer satisfaction signals from thumbs up and down feedback.

An escalation is a conversation that the AI has flagged because the customer appears angry, frustrated, or otherwise needs a human to step in. These conversations appear in the Escalations table until you review and resolve them.

Uploaded documents appear in the Dashboard's Uploaded Documents table. This is useful for cases where a customer attaches a file or ID through the widget, and you want a clear record of it in the same workspace as the rest of the activity.

Go to Team & Agents in the sidebar, fill in their name and email in the Invite form, choose a role (Admin or Agent), and click Send Invite. They'll get an email with a link to set their own password and log in - no need to share your own login.

Admin has the same full access as the account owner - Settings, Billing, Widget & Integrations, Team & Agents, everything. Agent is scoped to day-to-day work only: Live Inbox, CRM leads, Appointments, and Tickets. Agents don't see Billing, Settings, Widget & Integrations, or the Team page at all - it's simply not in their sidebar.

It depends on your plan: Starter includes 2 seats, Growth includes 5, and Business includes unlimited team seats. You'll see your current usage (e.g. "3 of 5 team seats used") right on the Team & Agents page, and inviting past your limit is blocked until you upgrade.

Yes - once they log in, agents have their own My Profile page (in place of the full Settings an admin sees) where they can update their name and change their password themselves.

Yes - on the Team & Agents page, click Remove next to their name. This immediately ends their access; any tickets they were assigned stay in the history, they just won't be able to log in anymore.

Yes - on the Tickets page, Admins can assign any ticket to a specific team member from a dropdown right on that ticket's row. Agents can see who a ticket is assigned to but can't reassign it themselves.

Starter, Growth, and Business - each with its own monthly conversation limit, channel access (WhatsApp, Messenger/Instagram), voice minutes, team seats, and support level. Go to Subscription & Billing in the sidebar to see exactly what each plan includes and compare them side by side.

Go to Subscription & Billing and click Choose Plan under the plan you want. Changes take effect as soon as checkout completes.

Once a plan's daily or monthly conversation cap is reached, the assistant lets the customer know it's temporarily unavailable rather than silently failing, and normal service resumes automatically once the limit resets. Upgrading raises (or removes) that cap.

Starter includes email support, Growth includes priority email support, and Business includes priority support available 24/7. You can always reach us from the Help & Support page regardless of plan - your plan just determines how quickly your request is prioritized.