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Swich User Guide

This guide is the starting point for operations teams deploying Swich into their customer care workflow.

Basic rollout flow

Section titled “Basic rollout flow”
  1. Create an AI assistant with a clear role such as sales consulting, post-purchase care, or lead intake.
  2. Add knowledge from FAQs, policies, pricing, process documents, or product landing pages.
  3. Connect chat channels to bring Messenger, Instagram, Zalo, WhatsApp, or Web Chat into one inbox.
  4. Attach Captain to the inbox so the assistant can support real conversations.
  5. Test and optimize before rolling out on high-volume channels.
Section titled “Recommended articles”
Connect your first chat channelConnect a channel, create an AI assistant, create a Captain inbox, and attach knowledge.
Create your first AI assistantDefine the role, fill in background information, configure behavior, and prepare initial knowledge.
Captain setup input templatesCopy a template, adjust variables for your business, and paste it into the form for a consistent rollout.

Rollout recommendation

Section titled “Rollout recommendation”

If this is your first time enabling AI in a workspace, complete the assistant and knowledge setup first, then roll out on a lower-volume channel to observe answer quality, handoff rate, and knowledge gaps.