Onboarding checklist

You don't need to do everything before going live — but a few items make the difference between a portal that feels polished and one that feels half-finished.

Before the first customer arrives

• Branding — set the primary color and upload a logo. Settings → Branding. Both surface on the public portal and the chat widget.
• Workspace name — double-check it reads as you want customers to see it.
• Modules — turn on what you actually need. A blank Knowledge Base looks worse than no Knowledge Base.
• Chat settings — if Live Chat is on, configure the welcome message, agent display name, and business hours. The default welcome is generic.
• Allowed domains — add your own domain to the widget's allow-list so it loads from your site and nowhere else.
• Contact page — even if you only use the contact form, write a friendly heading and lead paragraph.
• At least one KB article — even one well-written article ("How do I update my billing details?") deflects support load.
• Two-factor auth — enable it on every account that has admin or owner role.

After the first customer arrives

• Canned responses — create five for the questions you'll get repeatedly.
• Ticket categories — set them up before tickets pile in; recategorizing is annoying.
• Inbound email — point your support@ mailbox at the workspace's inbound address. See Email-in.
• Custom domain — switch from acme.nura24.com to support.acme.com. See Custom domain.
• Stripe billing — if you're past the free trial, set up payment. See Subscribe to a plan.

After your first week

• AI tools — turn on the features that fit your workflow. Start with Chat reply suggestions and Ticket auto-categorize. See AI tools overview.
• Run a KB gap analysis — once you have ~30 tickets, see what topics need articles. See KB gap analysis.
• Audit roles — the people you trusted to set things up may not need owner access forever. Downgrade where it fits.