Where the work gets stuck
Watermelon brings AI knowledge and staff conversations together. Start with the support categories, owners, and channels your team already uses. Current plans differ in conversation limits, actions, knowledge, integrations, and team controls; each listed standard plan includes one user.
What to prepare
- Support topics and approved information
- The staff accounts you need and rules for assigning requests
- One channel to start with and test questions that reflect real requests
Follow these steps
- Choose a plan that includes the required channel, actions, and staff controls.
- Add information for one common support topic.
- Connect one channel. Test what happens when staff take over, when they are unavailable, and when the assistant cannot answer.
- During the trial, review waiting requests and usage each day before adding a second channel.
An example from everyday work
A service desk might start with opening hours and questions about how to book. An admissions desk might start with published programme and open-day information. Both need a named staff member to handle requests the agent cannot resolve.
When your team should take over
Budget for extra staff accounts and conversations. Transactions and access to private records need approved connections, permission, and a tested response if something fails.
How to check the results
- Correct answers and a working way for staff to take over
- Open requests assigned to a named staff member
- Total cost for staff accounts and the number of conversations handled during the trial
Your next step
Write down how to handle requests on the first channel before connecting more. This gives every colleague the same guidance.