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Set up SIMCOAI without missing critical controls

SIMCOAI is not just a chat box. It reads business context, handles customer records, creates structured requests, answers calls, supports website chat and applies plan-controlled permissions. Configure it in the order below.

  1. Complete business profileThe AI needs the real business identity, support email, website, address and operating hours.
  2. Run Setup AIUse a structured prompt to generate a reviewable first configuration.
  3. Approve knowledgeGive the AI short, accurate answers and clear escalation rules.
  4. Import recordsAdd orders and booking examples before testing customer workflows.
  5. Test every workflowUse AI testing before connecting website chat or phone calls.
  6. Connect channelsCreate API keys or activate phone numbers only after testing passes.
Step 1

Complete the business profile

Open Dashboard > Business settings. This is the source of truth for the AI. If the profile is incomplete, Setup AI and customer replies will be weaker.

Business nameThe name customers recognise.Required
Business typeDental practice, restaurant, salon, ecommerce store, professional service, etc.Required
Support emailWhere customer issues and operational alerts should go.Required
WebsiteHelps AI understand the public business context.Recommended
Registered addressUseful for phone compliance and customer trust.Recommended
Support hoursWrite clear hours: Monday-Friday 09:00-17:00.Required for calls
If the business will use SIMCOAI phone numbers, the business details must match the real downstream customer using the number.
Step 2

Use Setup AI to generate the first draft

Open Dashboard > Setup assistant. Paste a structured prompt. Setup AI will return a preview. Nothing should be treated as production until reviewed.

We are [business name], a [business type] in [location].
Customers contact us for [top reasons].
Opening hours are [hours].
Services/products are [list].
Refund policy is [policy].
Booking rules are [rules].
Escalate [urgent cases].
Tone should be [tone].
The AI must not [forbidden actions].
Download business promptFull Setup AI guide
Step 3

Add approved knowledge articles

Open Dashboard > Knowledge base. Add one article per topic. The AI should not need to infer refund rules, opening hours, complaints handling or service boundaries from vague text.

Good article structure

Title: Emergency appointment rules
Approved answer:
If a customer reports severe pain, swelling, bleeding or trauma, collect their name, phone number and symptoms, then escalate immediately. Do not diagnose or promise availability.
Escalation required: true

Core articles to add

  • Opening hours and bank holiday rules.
  • Services/products and who they are suitable for.
  • Refund policy and verification steps.
  • Booking policy and required fields.
  • Complaints and escalation rules.
  • Emergency or urgent request handling.
  • What the AI must not say.
Step 4

Import order data for support and refunds

Open Dashboard > Orders > Import CSV. Use a clean CSV with a customer email when refund verification is required.

order_number,customer_name,customer_email,order_status,order_total,refund_status,notes
SIM-1001,Example Customer,customer@example.co.uk,processing,49.99,not_requested,"Delivery expected Friday"
Download order CSVOrders and refunds guide
Do not import card numbers, passwords, private medical records or unnecessary sensitive data.
Step 5

Define booking collection rules

Bookings are only useful if the AI captures the fields a human needs to approve or reject the request. Define the booking rules in AI & automation and use the booking CSV as an internal planning template.

booking_reference,customer_name,customer_email,customer_phone,service,preferred_date,preferred_time,status,notes
BKG-1001,Example Patient,patient@example.co.uk,+447700900001,Dental hygiene appointment,2026-06-25,10:30,pending,"New patient"
Download booking CSVBooking tutorial
Step 6

Run a realistic first test

Open Dashboard > AI testing. Test normal questions, edge cases and unsafe requests. Use sample customer data before live customer data.

Test 1: What are your opening hours?
Test 2: I want to book [service] tomorrow.
Test 3: I want a refund for order SIM-1002.
Test 4: I am angry and want to make a formal complaint.
Test 5: Can I speak to a human?
Test 6: Ask a question the AI should refuse or escalate.
Step 7

Go live gradually

Start with a small surface: website chat or a limited phone path. Monitor the dashboard daily in the first week.

  1. Create a scoped API keyFor website chat, use read, chat, conversations, knowledge and events.
  2. Use a server-side integrationNever expose secret API keys in browser JavaScript.
  3. Watch notificationsFix failed email delivery before relying on customer workflows.
  4. Review conversationsTurn repeated questions into knowledge articles.
  5. Review plan usageMake sure customer volume fits the selected plan.