Documentation
Learn Sonny
Setup guides and feature walkthroughs — everything you need to run support in one calm inbox.
Start here
Start here
Set up a new workspace or bring your existing Tidio support history with you.
Learn the product
Feature overviews
Understand how Sonny's core tools work and when to use each one.
Inbox
Understand statuses, priorities, assignment, snoozing, bulk actions, and keyboard shortcuts.
Read guideAI Copilot
Use AI drafts, automatic answers, and a knowledge base built from your own information.
Read guideAI Rules, Memory & Personality
Set rules the AI always follows, choose how it sounds, and control what it remembers.
Read guideContacts
Learn how contacts are created, managed, tagged, and merged in Sonny.
Read guideChannels
Create and manage the places where customers reach you by live chat and email.
Read guideHelp Center
Publish answers, organize categories, choose reader access, and keep your help center current.
Read guideChat history
See how the widget remembers returning visitors and reloads earlier messages.
Read guideLive visitors
See who is browsing your websites now and start a conversation at the right moment.
Read guideReporting
Track conversation volume, response times, customer satisfaction, and team performance.
Read guideCustomer satisfaction
Collect CSAT ratings when conversations close and invite happy customers to leave a review.
Read guideTeam & roles
Invite users, create teams, and understand owner, admin, agent, and viewer access.
Read guideLanguages & translation
Use Sonny in your own language and talk to customers in theirs, with AI translation in both directions.
Read guideBilling & plans
Understand trials, subscriptions, the AI add-on, redemption codes, and billing statuses.
Read guide
Complete a task
How-to guides
Follow step-by-step instructions for setup, customization, and daily workflows.
Widget setup
Install the Sonny live chat widget on your website with a single script tag.
Read guideEmail setup
Forward your support email into Sonny and manage email alongside live chat.
Read guideWidget customization
Match the widget to your brand with colors, logos, messages, and behavior.
Read guideVisitor identification
Identify logged-in users and send custom attributes from your website.
Read guideWhere the widget appears
Show or hide the widget by page, visitor, URL parameter, date, schedule, device, or time on page.
Read guideProactive messages & pre-filled chats
Pop up a message with quick replies on chosen pages, or open the chat pre-filled from your own buttons.
Read guideHelp-center audiences
Create customer groups, make your help center private, and test who can read each answer.
Read guideEmail routing & multi-domain
Verify your domain once, give channels their own addresses, and send each email to the right people.
Read guideInstall the app
Install Sonny on iPhone, Android, Mac, or Windows and turn on push notifications.
Read guideGeneral Settings
Update shared company details, timezone, email signature, and notification addresses.
Read guideProfile
Manage your personal details, signatures, notification preferences, and password.
Read guideTrash & deleting
Move conversations to Trash, restore them, and permanently delete them when needed.
Read guideTags
Create colored labels and use them to organize contacts and conversations.
Read guideCustom Fields
Define structured fields for the customer details your team needs to keep.
Read guideSaved replies
Create reusable message templates with categories, shortcuts, and dynamic fields.
Read guideEmail signatures
Configure workspace, channel, and personal signatures with dynamic variables.
Read guideNotifications
Choose which in-app, email, and push notifications you receive.
Read guideConversation settings
Choose how new conversations are assigned across the workspace and per channel.
Read guideInbox rules
Tag, assign, prioritize, snooze, close and auto-reply to conversations automatically with when / if / then rules.
Read guideFeature requests & updates
Suggest ideas, vote and comment on requests, follow statuses, and read what's new.
Read guideBring Your Own Key
Connect your own OpenAI, Anthropic, or compatible AI provider account.
Read guide
Build an integration
Reference
Use the developer platform's customer-facing API and webhook contracts.
Public APIBeta
Triage and sync conversations, share customer context, read reports, and send files with scoped API keys.
Read guideSonny MCPBeta
Connect AI assistants to inbox workflows, customer memories, reports, and files with OAuth or scoped keys.
Read guideKnowledgebase sync
Sync articles, categories, images, audiences, and settings through REST or MCP, step by step.
Read guideWebhooksBeta
Subscribe to signed workspace events and inspect delivery attempts.
Read guideMobile chat SDKs
Add visitor chat to your iOS, Android or React Native app. Browse the public SDKs, sample apps and issue trackers.
Read guide
Quick answers
Frequently asked questions
Get a direct answer first, then follow a linked guide when you need more detail.
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