Getting Smartsupp running for yourself takes minutes — rolling it out to a whole support team takes a plan. This checklist walks an admin through the first 30 days: from the basics, through inviting and organizing operators, to measuring how the team performs. Each step links to a detailed guide.
We've split the rollout into a few phases:
Day 1 — Get the basics running
Before the team arrives, make sure the foundation works:
Install the chat widget — in Smartsupp open Settings → Channels → Live chat → Installation and add the code to your website (or use a platform plugin).
Check the general settings — set the correct time zone under Settings → General so office hours and statistics use the right times.
Set your Office hours — define when the chat appears online, independently of who is logged in. Available from the SOLO plan.
Week 1 — Invite your team
Now bring in your operators:
Invite operators — go to Settings → Operators and send invitations by email. An invitation is valid for 7 days, and the invited person must not already have their own Smartsupp account.
Mind your seats — plans include 1 operator (SOLO), 3 (PLUS), or 5 and more (EXPERT, upgradable); ULTIMATE is custom. You can add extra operators anytime in Billing.
Polish the profiles — a real photo, name, and short description make the chat feel personal. See Agent settings.
💡 Tip: Invite a small pilot group first (2–3 operators), let them handle real conversations for a few days, and only then onboard the rest of the team with the lessons learned.
Week 2 — Organize and route conversations
With the team inside, decide who handles what:
Groups — split operators into teams (sales, support, billing…) and let visitors pick the right one in the contact form. Available from the EXPERT plan.
Chat assignment — assign conversations to specific operators so nothing stays unowned. Available from the SOLO plan.
Tags — label conversations for segmentation and reporting (from SOLO; automatic tagging from EXPERT).
Shortcuts — save canned replies for repetitive questions. Personal shortcuts are available on every plan; team-shared shortcuts from EXPERT. Organize the inbox further with Inbox categories.
Weeks 3–4 — Measure and improve
After the first weeks, look at the numbers and tune the setup:
Statistics — track conversation volumes, response times, and ratings. Basic statistics are available from SOLO, per-operator team statistics from EXPERT.
Review office hours and staffing — do peak times match when your operators are online?
Iterate on shortcuts and groups — turn the questions that keep coming up into shortcuts, and adjust group routing based on real traffic.
Plan availability overview
A quick overview of which team features come with which plan:
Operators — SOLO 1 · PLUS 3 · EXPERT 5 and more (upgradable) · ULTIMATE custom.
Office hours, chat assignment, tags, basic statistics — from SOLO.
Groups (teams of operators) — from EXPERT.
Team shortcuts, automatic tagging, limited access for operators — from EXPERT.
Team statistics (per-operator) — from EXPERT.
⚠️ Plan availability refers to the current packages (SOLO, PLUS, EXPERT, ULTIMATE). If you're on an older legacy plan, the limits may differ — check your Billing section or ask our support.
What's next?
Agents — general settings — inviting operators, roles, profiles.
Groups — set up teams and group routing.
Assign agent — how conversation assignment works.
Office hours — control when the chat is online.
Statistics — measure your team's performance.
Shortcuts — canned replies for faster answers.
💡 Need more help? Contact our support team — we're happy to assist!