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Start Here for CS Managers

Start Here for CS Managers

Quick links in this article:

1 What is Gnatta? | 2 Your role in onboarding | 3 What we’ll ask you | 4 Resources to support you

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.

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👀 An example interaction in Gnatta!

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:

https://gnatta.atlassian.net/wiki/spaces/HELP/pages/3269525522

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.

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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:

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:

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:

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:

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.