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 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 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 guideEmail routing & multi-domain
Route email from multiple domains to the right channel and verify domain ownership.
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 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
Create scoped API keys and integrate contacts, conversations, notes, and webhooks.
Read guideSonny MCPBeta
Connect Claude and other MCP clients to your workspace with OAuth or scoped API keys.
Read guideWebhooksBeta
Subscribe to signed workspace events and inspect delivery attempts.
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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