Getting started
Braid takes about twenty minutes to set up. The wizard saves as you go, so you can leave at any point and pick up where your work is.
1 · Create your workspace
Sign up at app.getbraid.ai/signup with your name, your company name and an email address. We send a six-digit code to that address — enter it and your workspace is created, named after the company you typed.
2 · Tell us about your company
The first step of the wizard collects your company name, website, industry and address. The website matters more than it looks: it becomes the suggested first knowledge source, and crawling it is usually the fastest way to make the agent useful.
Everything here is editable later in Settings → General.
3 · Connect a channel
Pick where your customers already message you:
- WhatsApp — connects through Meta, on your own business number
- Instagram — DMs from your professional account
- Email — forward your existing support mailbox
- Live chat — one script tag on your website
You can connect one now and add the rest later. Live chat is the fastest to get working — there is no verification step at all.
4 · Add knowledge
The agent knows nothing about your business until this step. Add your website, upload the documents your team already relies on, or write an article.
Give it more than you think it needs. The gap list in step 6 will tell you what is missing. See Knowledge for what each source type does.
5 · Connect tools (optional)
If you want the agent to look up an order or start a refund rather than only answer questions, connect a tool server. This step is genuinely optional — skip it and come back when you have seen what the agent handles on its own.
6 · Shape the persona, then go live
Give the agent a name and a tone, choose the languages it replies in, and set your handoff rules — the moments it should stop and fetch a person. See Agent settings for what each rule does.
Then publish. The agent starts answering on every connected channel.
What to do in the first week
Watch two things.
The handoff reasons, in Analytics. A high "answer not in your sources" means the knowledge base has holes, not that the agent is bad.
The knowledge gaps, in Knowledge. Every question the agent could not answer is listed there. It is the most useful list you will get, because your customers wrote it.