Set up your workspace
This guide walks you through the same sequence most SWS Agent clients follow when a new workspace goes live. Follow the steps in order: each step builds on the previous one so billing, channels, AI knowledge, CRM data, and team access work together on day one.
Estimated time: 45–90 minutes for a full setup (depending on integrations and Knowledge Hub depth).
Video
Who should complete this guide
| Role | Responsibility |
|---|---|
| Owner | Can complete every step, including billing and workspace-wide settings |
| Admin | Can complete most steps; some Organization tabs may be Owner-only |
| Manager / Member | Complete Personal profile only; ask Owner/Admin for workspace setup |
Before you begin
Gather the following before you start:
- Login credentials or an accepted invitation
- Company legal name, address, and billing contact (for subscription)
- Email account (Gmail or SMTP) for sending, if you will use Inbox/campaigns
- WhatsApp Business or Evolution credentials, if you will message on WhatsApp
- Google account for Calendar, if you will book meetings
- A list of contact statuses, sources, and custom fields your team uses today (even a rough list helps)
What you'll have when finished
When this guide is complete, your workspace will have:
- Correct identity (personal + business profile)
- An active subscription and visible credits/usage
- Integrations connected for the channels you use
- Knowledge Hub populated enough for AI Employees to answer accurately
- At least one contact record proving CRM works
- At least one teammate invited with the right role
Step 1 — Log in and confirm the workspace
- Open your SWS Agent URL (for example
https://app.swsagent.com). - Enter your email and password, then select Log in.
- If you belong to multiple workspaces, choose the correct one from the workspace switcher.
- Confirm the workspace name in the header matches the client you are setting up.
Verify: You land on Dashboard or your last-used page without errors.
Details: Log in
Step 2 — Open Settings
Settings is the configuration hub for the entire workspace—not only profile.
- In the main sidebar, select Settings.
- You arrive at
/settings. - Skim the page: Appearance at the top, then Organization Settings cards below.
Verify: You see cards such as Organization, Billing, AI & Knowledge, Integrations, Workspace, Team Members, Contacts, and Notifications (exact cards depend on your role).
Details: All Settings
Bookmark /settings. You will return here throughout onboarding and for ongoing admin work.
Step 3 — Complete Organization profile
Complete identity and regional settings before billing and integrations.
3a. Personal Information
- On Settings, under Organization, select Personal.
- Path:
/user-profile-settings/profile?tab=personal - Enter Full Name, Email, and Phone (phone strongly recommended for notifications).
- Select Save.
3b. Business information
- Select Business information (
?tab=business). - Enter company name, address, website, and other business fields shown.
- Save.
3c. Billing Details (Owner)
- Select Billing Details (
?tab=billing). - Enter billing name, billing email, address, and tax/GST fields if applicable.
- Use Same as company if offered and appropriate.
- Save.
3d. Timezone and Currency
- Open Timezone (
?tab=timezone) and select the workspace timezone. - If you are Owner/Admin, open Currency and set the workspace currency.
- Save each tab.
Verify: Re-open each tab and confirm values persisted. Scheduled sends, reminders, and reports use timezone/currency.
Full reference: Organization profile
Step 4 — Create or activate a subscription
Paid channels (many messaging and AI features) require an active plan.
- On Settings, open the Billing card.
- Select Subscriptions →
/subscription-management. - Review available plans and limits (seats, WhatsApp instances, credits, etc.).
- Select the plan that matches the client's contract.
- Complete payment or activation steps on screen.
- Return to Credits Management (
/credits-dashboard-management) and confirm a balance or active plan shows.
Verify:
- Subscription status shows active (or equivalent)
- Credits dashboard loads without "no subscription" errors
- Inviting members does not immediately block on plan limits
Details: Create a subscription · Billing settings
Complete billing before connecting WhatsApp or launching campaigns. Many integration limits are plan-bound.
Step 5 — Connect integrations
Integrations power Inbox, email campaigns, WhatsApp Chat, and Calendar.
- On Settings, open the Integrations card (or go to
/user-profile-settings/integrations). - For each channel the client will use on day one:
Email (Gmail or SMTP)
- Select the Email integration card.
- Choose Connect and follow Gmail OAuth or SMTP setup.
- When connected, the card shows a connected/active state.
- Optional: send a test email from the integration modal if available.
WhatsApp
- Select WhatsApp → Connect.
- Complete Evolution / WhatsApp Business setup shown in the modal.
- Note: plans limit WhatsApp instances—if blocked, upgrade or disconnect unused instances.
Google Calendar
- Select Google Calendar → Connect.
- Sign in with the Google account that should own bookings.
- Confirm calendar events can sync.
Departmental Emails (if shown)
Only users allowed to configure departmental mailboxes see this option. Connect shared mailboxes your team uses for departments.
Verify:
- Each connected integration shows connected on the Integrations page
- Open Inbox or WhatsApp Chat and confirm you can start a conversation (even a test thread)
Details: Connect an integration
Step 6 — Build Knowledge Hub (before AI goes live)
Knowledge Hub feeds AI Employees, assist features, and consistent sales messaging. Skipping this step is the most common reason AI answers feel generic.
- On Settings, open AI & Knowledge → Knowledge Hub (
/settings/knowledge-hub). - Work through sections in this order:
| Order | Section | What to enter |
|---|---|---|
| 1 | Business Overview | Elevator pitch, target audience/ICP, sales process, brand voice, example message |
| 2 | Products & Services | What you sell, pricing context, packages |
| 3 | Website Knowledge | Your site URL; run extraction/import for key pages |
| 4 | Documents | PDFs: brochures, policies, scripts |
| 5 | Custom Knowledge | FAQs, objections, competitor notes, scripts (use categories: FAQ, Objection, Script, etc.) |
- Save each section before moving on.
- Optional: apply an industry template from Knowledge Hub if one matches your vertical.
Verify: Open Knowledge Hub sections and confirm content appears after refresh. Later, create a test AI Employee and ask a product question—it should cite your knowledge.
Details: Knowledge Hub
Step 7 — Configure Contacts settings (taxonomy)
Before importing contacts or training the team, align statuses, sources, and ponds.
- On Settings, open the Contacts card.
- Configure tabs in
/user-profile-settings/lead-settings:
| Tab | Why it matters |
|---|---|
| Contact Status | Pipeline stages on contact records |
| Source | Where leads came from (for reporting) |
| Tags / Lifecycle | Segmentation and funnels |
| Lead Ponds | Claim pools for unassigned leads |
| Lead Distribution | Auto-assignment rules |
| Custom Fields | Extra data columns (do this before CSV import) |
- Save each tab.
Verify: Create a test contact and confirm your statuses/sources appear in dropdowns.
Details: Manage contact settings · Manage custom fields
Step 8 — Create your first contact
Prove CRM data entry works before bulk import.
- Open Contacts in the sidebar →
/contact-management. - Select Create / Add contact.
- Enter at minimum name and phone or email.
- Set Status and Source using values you configured in Step 7.
- Save.
- Open the contact detail page and confirm timeline loads.
Verify: Contact appears in the directory and opens on detail without errors.
Details: Create a contact · Use the contact detail page
Step 9 — Invite a team member
- On Settings, open Team Members → Invitations, or go to
/workspace/users?tab=invitations. - Select Invite / Add member.
- Enter email address.
- Assign role:
- Admin — settings + team management
- Manager — content and visibility across workspace data
- Member — day-to-day CRM work
- Send invitation.
- Ask the invitee to accept and log in.
Verify: Invitation shows as pending, then accepted. New user sees modules allowed by their role.
Details: Invite a team member · Manage team structure
Step 10 — Optional but recommended next steps
| Step | When to do it |
|---|---|
| Whitelabel branding | Client wants logo/favicon on CRM |
| Workspace modules | Enable Social, Workforce, Projects, etc. |
| Email domains | Before large email campaigns |
| Appointment types | Before booking links go public |
| Import contacts | When migrating from another CRM |
Troubleshooting onboarding
| Problem | Likely cause | What to do |
|---|---|---|
| Settings links missing | Role lacks permission | Sign in as Owner/Admin or adjust Roles |
| Integration connect fails | Pop-ups blocked or wrong Google/Microsoft account | Allow pop-ups; sign out of personal account in provider |
| WhatsApp "instance limit" | Plan cap reached | Upgrade plan or disconnect unused WhatsApp instance |
| AI answers are generic | Knowledge Hub empty | Complete Step 6 |
| Import column mismatch | Custom fields not created | Complete Custom Fields before import |
| Member invite blocked | Subscription seat limit | Upgrade plan on Subscription page |