Help

How to set up and use Swaru: short guides, one task each.

• Getting started
  How Swaru works, and the five steps that get it answering your customers.
• Signing up
  How a company signs up for Swaru and chooses its plan.
• Adding your docs
  The chat answers from your knowledge base and your documentation site: point it at a docs site and it keeps up as your docs change.
• Your knowledge base
  One set of articles for your team, your chat and any agent you connect.
• Putting the chat on your site
  Allow your websites, then add one line to your pages.
• Changing the chat's words, look and rules
  Set what the chat says, how it looks, and the tone it takes.
• Signed-in visitors
  Tell the chat who your signed-in customer is, so their conversation follows them to any device.
• Connecting WordPress
  Put the chat on a WordPress site with the Swaru plugin, and let it recognise signed-in users and WooCommerce customers.
• Connecting Shopify
  Put the chat on a Shopify storefront with the Swaru app, and let it recognise signed-in customers and answer about their own orders.
• Webflow, Squarespace, Wix and others
  Where to paste the chat's line on the website builders that allow it, and what to do on the plans that don't.
• In your app
  Put the chat in a single-page web app, a mobile app or a desktop app, and recognise your signed-in customers there.
• Help inside your WordPress plugin
  Ship a Help panel in your own WordPress plugin: your customers ask from their wp-admin, and your docs answer.
• Forwarding your support email
  Forward your support address to Swaru, and each email arrives in your inbox with a reply suggested from your docs.
• Forwarding from Gmail or Google Workspace
  Forward your support address from Gmail, and confirm it with the code Swaru passes on.
• Forwarding from Microsoft 365 or Outlook
  Forward your support mailbox from Microsoft 365 or Outlook.com so each email keeps the customer as its sender.
• The inbox
  Forwarded email and chat hand-offs, as conversations your team works through together.
• Replying from the inbox
  Answer a customer from a conversation: what they receive, and where their answer goes.
• Saved replies
  Keep the answers your team gives often, and insert them into a reply with the customer's details filled in.
• Files on conversations
  What happens to the files customers send, and how to attach files to a reply.
• Business hours and the automatic reply
  Set when your team works, and choose whether new email gets an automatic reply.
• Sending from your own address
  Have replies come from your support address itself, instead of your company name on our address.
• Your team: roles, sign-in and notifications
  Who can do what, how people sign in, and what each person is emailed about.
• Slack
  Post new hand-offs, support emails and actions to approve in a Slack channel as they arrive.
• Freemius
  On Scale, connect Freemius so the chat and your team can see a customer's own licences and sites.
• Account actions
  On Scale, the AI can propose a change to a customer's account, and a person on your team decides.
• Insights and reports
  What customers ask, how the chat is doing, and how your inbox is doing, over the last 30 days.
• Gaps in your docs, drafted articles and testing
  Find what your docs don't answer, draft the missing article, and test your docs against past questions.
• Importing from Help Scout or Intercom
  Bring the last 12 months of conversations over when you switch.
• Plans, limits and billing
  What each plan includes, what counts as an AI answer, and how payment, cancelling and refunds work.
• Privacy and your data
  What Swaru keeps and for how long, who helps run it, and how to get a copy or have it deleted.
• Troubleshooting
  What to check when the chat won't answer, email doesn't arrive, a reply won't send, or DNS won't verify.