Start Here for CS Managers
- Gnatta
- Abbey Brown
Quick links in this article:
Just joined a Gnatta project? This guide will walk you through what to expect, what we’ll need from you, and how to help your team get the most from your setup.
What is Gnatta?
Gnatta is a fully customisable interaction platform - designed to flex around how your team works. Unlike traditional ticketing tools, it brings together:
Your channels (chat, email, WhatsApp, socials and more)
Your automation (routing, tagging, triage)
Your AI tools (intent detection, translation, summarisation, loop detection...)
We tailor your setup based on your customer journey, not the other way around.
Want to understand how it all fits together?
If you’d like a clearer picture of how conversations, workflows, queues, and automation work in Gnatta, check out this article:
This article gives a full walkthrough of how the platform hangs together.
Your role in onboarding
Your input helps ensure we get the build right the first time.
You’ll be involved in a Discovery Session — this is where we get to know how your operation works, and start shaping the queues, data, automations and workflows your team will need.
We’ll ask for your help with:
The channels you use and how you prioritise them
Your team structure — e.g. roles, queues, specialisms, escalation paths
The types of queries you receive and how you currently categorise them
What data you collect, and what matters most for reporting
Any existing automations, tools or templates you want to bring with you
You won’t need to prepare all of this upfront — but the more context you can bring, the better.
Who should attend the discovery session?
We recommend inviting:
Operational leads who understand daily processes and challenges
Managers or team leads responsible for SLA performance and agent oversight
Any stakeholders who manage external systems or data sources used by the team
What we’ll build based on that session
After the discovery session, our config team will begin:
Setting up your channels, queues, and user permissions
Building automations and workflows for triage, routing and AI suggestions
Mapping out chatbot journeys (if included)
Creating any datasets, tags, or dynamic fields your agents will use
Setting up reports and dashboards aligned to your team’s KPIs
What we’ll ask you
We'll run through all of this in your Discovery Session — but here's a quick breakdown, with examples and links to help you prepare.
Channels and Queries
Which channels do you use? What types of queries do you receive?
We’ll ask:
What channels you want in Gnatta (e.g. live chat, email, WhatsApp, Instagram)
🔗 Starting With ChannelsWho manages these channels internally
What systems (if any) are currently used for each one
Your response time targets or SLAs per channel/queue
The types of queries your team handles (e.g. tracking, refunds, complaints)
Whether certain queries should be prioritised or routed differently
🔗 Create A Routing Plan
Example:
“Tracking and delivery issues make up 70% of our inbound volume — we’d like those handled via automation if possible.”
“Complaints should go to our senior team and bypass the chatbot.”
Users
How is your team structured? What roles or specialisms exist?
We’ll ask:
How your customer service team is organised (roles, shifts, locations)
Whether agents are generalists or split by skill, query type or channel
If any groups need separate queues (e.g. escalations, social team, technical support)
🔗 Queue SetupWhether you’ll use Single Sign-On (SSO)
🔗 Single Sign On (SSO)If you have preferences around how team training is delivered
🔗 Gnatta Training Videos
Example:
“We’ve got three core teams: one for webchat, one for email, and one for social. Webchat agents also cover WhatsApp, but only during peak hours.”
“Escalations go to our complaints team — they’re a separate queue with fewer users but faster SLAs.”
Data
What data do you collect about each customer or interaction?
We’ll ask:
What fields you currently collect (e.g. order number, product name, contact reason)
Which fields are important for reporting
🔗 Basics of ReportingIf any data sets vary by query type
🔗 Defining Custom DataWhether you want to collect data manually, or automatically using RegEx or AI
🔗 Updating Data Fields
🔗 Workmate Demo: AI-Driven Reporting
Example:
“We collect order number, item name, and return reason. Order number is the most important, we use that to link up to our order management system.”
“We want to track refund trends, so we’d like to pull the return reason automatically using AI if possible.”
Configuration
What tools or templates do you use to handle queries today?
We’ll ask:
Whether you have a contact list or Address Book
🔗 Creating An Address BookIf you have pre-written templates or macros
🔗 Creating Content ResponsesWhether any automations are already in place in another platform
What systems your team relies on to resolve queries
🔗
Example:
“Agents use Zendesk macros, we’d like to bring the best of those over as Content Responses in Gnatta.”
“They also check a separate courier portal to track parcels. Ideally, we’d like that surfaced in the agent view as a widget.”
Resources to support you
🧭 Planning Your Setup
A short guide to help you map your queues, teams, and contact reasons.
▶️ Demo & Use Case Library
Short videos showing examples of automation in action - including AI routing, chatbot flows, and sentiment detection.
📁 Gnatta Info Pack
Pricing, licensing, channel availability, integration options, and more, all in one place.