Zeltino documentation
Set up Zeltino, support visitors, automate useful next steps, and improve the experience with real conversation data.
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Welcome to the Zeltino documentation. Whether you are preparing your first chat widget or improving an experience that is already in use, this is where you can learn how each part of Zeltino fits into the customer journey.
Zeltino is an AI assistant for your website. It uses the business knowledge you provide to answer visitor questions and can guide people toward useful next steps, such as sharing their details, booking a meeting, or contacting your team. These guides will help you configure that experience with confidence and understand what your team receives on the other side of each conversation.
In this article, you'll learn:
- How the customer journey fits together
- Where to begin for your current goal
- How workspace roles affect what you can do
- Why a focused first version is easier to launch
- What to check before publishing changes
Start with the customer journey#
It is easier to set up Zeltino when you think about the complete visitor experience rather than treating every settings page as a separate task. A reliable setup follows one continuous path:
- Add trusted knowledge. Give the assistant current public pages or private text that answer real visitor questions.
- Set clear behaviour. Choose how the assistant should communicate and which subjects it should avoid.
- Prepare the widget. Match the experience to your brand, add the website domain, install the script, and verify the domain.
- Offer a useful next step. Add a suggested question, lead form, contact option, meeting, ticket handoff, or chat flow where it supports the visitor's goal.
- Test the complete result. Check the visitor experience and the records your team receives.
- Review and improve. Use conversations and analytics to find gaps in knowledge, behaviour, and automation.
You do not need to configure every available feature before launch. The important part is that the pieces you choose form one complete, testable journey. The product areas involved in that journey are described in How Zeltino works.
Find the right starting point#
You can read the documentation in order, or go directly to the task in front of you. Use the table below to choose the most useful starting point.
| If you want to | Start here |
|---|---|
| Prepare a new project | Quick setup |
| Understand workspaces, projects, and product terms | How Zeltino works |
| Check a configured experience before visitors use it | Test the complete visitor experience |
| Review whether a project is ready | Launch checklist |
Work according to your role#
What you can open and change depends on your role in the selected workspace. This keeps day-to-day customer work separate from project and account administration.
| Role | Typical work in Zeltino |
|---|---|
| Support agent | Review conversations and leads, work with tickets, prepare follow-up drafts, and manage your own availability. |
| Developer | Configure knowledge, the chat widget, behaviour, automations, conversation categories, analytics, and calendar features. |
| Admin | Configure the project and manage the workspace, team, ticket settings, and usage. |
| Owner | Manage everything an Admin can manage, plus owner-only plan and billing access. |
If an article describes a control you cannot see, you may be in a different project or have a role without access to that setting. Check the selected workspace first, then ask a workspace Admin or Owner to confirm your role. Access is assigned per workspace, so it can change when you switch between them.
Keep the first version focused#
It can be tempting to add every policy, form, greeting, and chat flow at once. A smaller first version is usually easier to trust because your team can see exactly why an answer appeared and what created the resulting record or handoff.
Start with a small set of authoritative knowledge and one common visitor journey. Test it from beginning to end, then expand from the questions and outcomes you observe.
After launch, review actual conversations before expanding the setup. Add knowledge for repeated unanswered questions, adjust instructions that cause a consistent style problem, and introduce automations only when they support a clear customer need.
Before you publish changes#
Configuration changes can affect real visitors and create real conversations, leads, tickets, or bookings. The previews inside Zeltino are useful while you work, but the installed widget is where the full page context and team-side result come together.
Before publishing an important change, try it as a visitor and then open the resulting record in Zeltino. This final check makes it much easier to catch an outdated source, an unexpected branch, or a missing team dependency.
Use Test the complete visitor experience for the test sequence, then complete the Launch checklist.