Quick answers
Straight answers to common Sonny questions, with links to the full step-by-step guides when you need more detail.
Open Channels in the sidebar and select Add channel. Enter a name under Channel details. To add live chat at the same time, turn on Connect a Website (optional)and enter the website's domain. After you select Create, open the channel's Live Chat tab to copy the installation code. See the widget setup guide for examples.
Yes. Every new channel gets a Sonny email address automatically, and you can also connect a website to the same channel. Forward your existing support mailbox to the address shown under Email Address. Live chats and emails then arrive in the same inbox while keeping their channel labels.
Go to Settings, then Migrate. Connect Tidio, choose what to bring across, and preview the counts before starting the import. The Tidio migration guide explains each option and what happens to imported conversations.
Open means a conversation needs attention. Use Pending when you are waiting for a customer or teammate, and Closed when the work is finished. A new customer reply automatically brings a closed conversation back to Open.
Owners and admins can open Settings, then Conversations, and change the Default Assignment Strategy. Choose Unassigned to leave new conversations for the team to pick up, or Round-robin to distribute them between active owners, admins, and agents in turn. You can still reassign any conversation from its sidebar. To override the default for one channel, open Channels, select the channel, and change its Assignment Behavior. Choose Use workspace default to inherit the workspace setting.
It leaves the normal inbox but remains available under Trash, where it can be restored. If the customer replies, Sonny restores it automatically so the message is not missed. Owners and admins can permanently delete a trashed conversation when it should no longer be kept. See Trash & deleting for the step-by-step flow.
No. When AI draft ready appears, select Insertto move it into the composer. A teammate can then review, edit, and send it. Automatic customer replies only happen when the channel's Auto-Responder is enabled. If the AI is not confident enough, it hands the conversation to your team instead of guessing.
Open a channel, select its AI tab, then choose Knowledge. You can add website pages, question and answer pairs, or supported documents. Use the test chat on the same page to check real customer questions before turning on automatic replies.
Open the Rules & Memory tab to manage both. Rules are instructions your team writes and the AI must follow. Channel knowledge is reusable information that can help future replies, while customer details are only used for that individual customer. The Rules, Memory & Personality guide includes examples and explains which information takes priority.
Go to Settings, open Users, and select Invite User. Enter their email address and choose Admin, Agent, or Viewer. The team and roles guide explains what each role can see and change.
Open your user menu in the top bar, select Profile, and scroll to Notification Preferences. Email and push can be switched on or off for each listed event. Push permission is set separately on every phone or computer you use.
Open Settings and choose Tags or Custom Fields. Use Create Tag to add a named color label, or Create Field to add a text, number, URL, date, or select field. Tags can organize contacts and conversations; custom fields store extra information on contacts.
Workspace settings are available to owners and admins. Agents work with conversations, contacts, saved replies, and reporting, while viewers have read-only access. If you are an agent or viewer, ask an owner or admin to review your role under Settings and Users, or make the change for you.
First check that push is enabled for the event in your profile. Then turn on Push notifications on this device and allow Sonny when the browser or installed app asks for permission. Repeat this on each device. If permission was blocked previously, allow notifications for Sonny in the device or browser settings and try the switch again.
Anonymous chat history normally returns in the same browser. A different browser or device, private browsing, or cleared site data starts a new visitor session. If your website has customer logins, use visitor identification to attach the current visitor's conversations to their contact and skip the email prompt. Visitor identification does not merge chat history between browsers or devices.
Follow the setup wizard and a first-day checklist, from signing up to your first reply.
Understand statuses, priorities, assignment, snoozing, bulk actions, and keyboard shortcuts.
Use AI drafts, automatic answers, and a knowledge base built from your own information.
Invite users, create teams, and understand owner, admin, agent, and viewer access.
