Getting started with Fidiora

Before you begin

Fidiora works alongside the helpdesk you already use, so there is nothing to migrate and no engineering project to schedule. Most teams are live in under an hour. The hour goes well when three things are ready before you sign in:

• Your best help content. A help center, FAQ page, product docs, or policy pages. Quality matters more than volume. If you are unsure about the state of your docs, run through a quick knowledge base audit first.
• About 50 real past questions. Pull them from recent tickets or chats, in the customer's own words. Invented test questions are always easier than the real ones.
• A short list of what must always reach a human. Billing disputes, legal or security questions, account deletion, and anything from your most important customers are a sensible starting list.

Quickstart: live in under an hour

1. 01

   Create your account

   Sign up at portal.fidiora.com. There is no credit card required to start and no seat fee, so invite whoever needs to help with setup. You can add the rest of the team later at no cost.

2. 02

   Connect your knowledge

   In the Fidiora portal, add your help center URL as a knowledge source. Start with your single best source, then add your website and past tickets once the first source looks right. See Connect knowledge sources.

3. 03

   Set your handoff rules

   Write the rules that send conversations to a person: explicit requests for a human, sensitive topics such as billing disputes, and VIP customers. Start with a conservative confidence threshold so Fidiora hands off rather than guesses. See Human in the loop.

4. 04

   Test against real past questions

   Run your 50 real questions through the test chat. For each one, check that the answer is correct, that it cites the right source, and that questions it cannot answer hand off cleanly. Fix wrong answers by fixing the source doc, not by patching the AI.

5. 05

   Install the widget on one channel

   Copy the widget snippet from the portal and paste it before the closing body tag on your site, or on a single section of it such as your help center. One channel first keeps the first week easy to review. See Install the chat widget.

6. 06

   Set a monthly spend cap

   Choose a ceiling for the month and decide what happens as you approach it: get notified, or route everything to your team. The bill can never exceed the cap. See Resolutions and billing.

7. 07

   Go live

   Turn the widget on. Because every conversation Fidiora cannot resolve goes to your team with full context, the worst case on day one is that more conversations reach your agents, which is what happens today anyway. Work through the going-live checklist if you want a final pass.

8. 08

   Review the first week

   Read a sample of resolved conversations and every handoff each day for the first week. Note content gaps, wrong answers, and handoffs that fired too late. Fix the docs, adjust the rules, and only then consider loosening the confidence threshold.

What a good first week looks like

Do not judge the launch by how many conversations Fidiora closed on day one. Judge it by whether the answers it gave were right and whether the handoffs arrived with enough context for an agent to reply without asking the customer to repeat themselves. A modest resolution rate with accurate answers is a better starting point than a high rate built on guesses.

Most of the improvement in weeks two to four comes from the content, not the configuration. Each unanswered question is a gap in your docs. Each wrong answer usually traces back to an unclear or outdated article. Writing help docs an AI can answer from covers the patterns that fix both.

Where to go next

• How Fidiora works explains what happens inside a conversation, from question to answer or handoff.
• Automation rules covers routing, prioritization, and forced human handoff by category.
• Analytics and quality shows how to measure real resolution rather than deflection.
• Prefer a guided walkthrough? Email support@fidiora.com to book a demo.