Start helping customers in a few steps

First steps

Create a Supportix account with your business email. The first person to register becomes the workspace owner and can manage channels, invite teammates, and decide who receives new requests.

1. 1
   Create your account

   Open the registration page, enter your business email, and confirm the address from the email Supportix sends you.

2. 2
   Name your workspace

   Enter your company or team name. You can change the other support settings later.

3. 3
   Invite your team

   Add the people who will answer customers and choose what each person is allowed to manage.

Team collaboration features Compare Supportix plans

Set up website chat

Website chat needs both a channel and a configured site. The installation code belongs to the site: adding the script alone does not enable the chat. Sign in to Supportix with access to channel and site settings.

Stage 1. Add your site and install the widgetStage 2. Create a website chat channelStage 3. Enable and configure the site widgetsStage 4. Check the complete conversation

Stage 1. Add your site and install the widget

1. 1
   Open Sites

   In Settings → Sites, open your existing site. If it is not listed, add a site, enter its domain, and save it.

2. 2
   Check the allowed domains

   In Domains, add the hosts where the widget will run, including the www version if you use it. Save any changes.

3. 3
   Copy the site installation code

   Copy the complete script from Installation on the site. Its data-key identifies this site; it is not a channel key or a messenger token.

4. 4
   Install using one of the methods below

   Use direct HTML installation or Google Tag Manager, not both. Ask your website administrator to help if you cannot publish changes.

Directly in HTML

Paste the copied code immediately before the closing </body> tag on every page where chat should appear. Replace the example key below with the site key from your account.

Google Tag Manager

1. 1
   Create a Custom HTML tag

   Open the website container → Tags → New → Tag Configuration → Custom HTML, and paste the code copied from the site settings in Supportix.

2. 2
   Choose pages and publish

   Choose All Pages to load the widget across your website. Save the tag, check it in Preview, and publish the container. Complete the channel and widget settings below before testing the chat.

Stage 2. Create a website chat channel

1. 1
   Add a channel of type Website chat

   In your Supportix account, open Settings → Channels, click Add new, and choose the website chat type.

2. 2
   Name it and choose a user group

   Give the channel a recognizable name and select the group whose agents will handle new chats. If the group is missing, create it and add the agents before continuing. Save the channel.

Stage 3. Enable and configure the site widgets

1. 1
   Enable Online Chat

   Return to Settings → Sites and open your site. Under customer widgets, enable Online Chat. Support Button is enabled automatically with it.

2. 2
   Select the chat channel

   Open the Online Chat settings using its settings icon. In Channel, select the website chat channel you created in stage 2.

3. 3
   Adjust the appearance if needed

   Set the color, title, and position of the chat. Use Preview to review the appearance; previewing does not replace saving.

4. 4
   Save the site settings

   Click Save at the top of the site page. The selected channel and widget settings must be saved before testing on your website.

Stage 4. Check the complete conversation

1. 1
   Write as a visitor

   Open your website in a private window, open the support button and chat, and send a test message.

2. 2
   Read and reply in Supportix

   An agent in the selected group should see the new conversation in Chats in the web account or mobile app. Reply there and verify that the visitor receives the answer. Check notifications with notification permissions enabled.

Website live chat Widget customization and form capture

Connect Telegram

Connect a Telegram bot to a Supportix channel. Customers write to that bot, and the selected user group handles the conversations in the web account or mobile app.

Stage 1. Obtain the bot tokenStage 2. Configure the channel in SupportixStage 3. Check notifications and replies

Stage 1. Obtain the bot token

1. 1
   Create your bot

   Open @BotFather, send /newbot, and follow the prompts to choose a name and username.

2. 2
   Copy the token

   Copy the token issued by BotFather and keep the link to your bot. The token connects the bot to Supportix; customers use the bot link to write to you. See the official Telegram guide.

Stage 2. Configure the channel in Supportix

1. 1
   Add a new channel

   Sign in to your Supportix account, open Settings → Channels, click Add new, and select Telegram as the channel type.

2. 2
   Enter the name and token

   Enter a recognizable channel name and paste the complete bot token into Token. Keep the token private; do not put it into your website’s widget code.

3. 3
   Choose a user group and save

   In Default group, choose the group whose agents will receive new chats. If needed, create the group and add its agents first. Save the channel.

Stage 3. Check notifications and replies

1. 1
   Send a message to your bot

   Open your Telegram bot as a customer and send a test message. For Telegram, press Start first if prompted. Write to your bot, not to BotFather or a personal account.

2. 2
   Open the conversation in Supportix

   An agent in the selected group receives a notification and sees the new chat and customer messages in the web account or mobile app. Notification delivery depends on the browser or device permissions.

3. 3
   Reply and confirm delivery

   Reply from Supportix, then return to Telegram and check that the customer received the answer. Share the bot link with customers after this test.

Telegram and Viber support Explore all customer messaging channels

Connect Viber

Connect a Viber bot to a Supportix channel. Customers write to that bot, and the selected user group handles the conversations in the web account or mobile app.

Stage 1. Obtain the bot tokenStage 2. Configure the channel in SupportixStage 3. Check notifications and replies

Stage 1. Obtain the bot token

1. 1
   Obtain an active Viber bot

   Follow Viber’s chatbot application instructions to arrange bot creation with Viber or an official partner. New bots are offered on commercial terms; follow Viber’s current requirements.

2. 2
   Copy the authentication token

   As the bot administrator, open Viber → More → Settings → Bots → Edit Info → Your app key, or the bot’s Viber Admin Panel. Copy the token and keep the public bot link for testing.

Stage 2. Configure the channel in Supportix

1. 1
   Add a new channel

   Sign in to your Supportix account, open Settings → Channels, click Add new, and select Viber as the channel type.

2. 2
   Enter the name and token

   Enter a recognizable channel name and paste the complete bot token into Token. Keep the token private; do not put it into your website’s widget code.

3. 3
   Choose a user group and save

   In Default group, choose the group whose agents will receive new chats. If needed, create the group and add its agents first. Save the channel.

Stage 3. Check notifications and replies

1. 1
   Send a message to your bot

   Open your Viber bot as a customer and send a test message. Write to the connected bot, not to a personal account.

2. 2
   Open the conversation in Supportix

   An agent in the selected group receives a notification and sees the new chat and customer messages in the web account or mobile app. Notification delivery depends on the browser or device permissions.

3. 3
   Reply and confirm delivery

   Reply from Supportix, then return to Viber and check that the customer received the answer. Share the bot link with customers after this test.

Telegram and Viber support Shared inbox for chat and messaging apps

Set up support email

The simplest option is to connect an existing support mailbox through IMAP. Use the DNS option only if you want Supportix to receive mail directly and you have permission to change your domain’s email settings.

Shared email inbox Compare plans for email support

Create a knowledge base

Create a page with instructions and answers to common questions so customers can find help on their own. Use your company’s web address.

1. 1
   Create the knowledge base

   In Supportix, open Settings → Knowledge base → Add knowledge base.

2. 2
   Choose its address, language, and design

   An address such as help.yourcompany.com is the easiest to set up. Choose the language for your articles and one of the two designs.

3. 3
   Connect the address

   For a subdomain, add a CNAME record pointing to kb.supportix.net. A root domain such as yourcompany.com requires the exact A or ALIAS value shown in Supportix. An address with a path, such as yourcompany.com/help, requires configuration on your website and cannot be created with a DNS record alone.

4. 4
   Verify the domain

   Click Check in the domain settings. Supportix checks that the address is connected correctly and automatically sets up a secure connection (HTTPS).

5. 5
   Add categories and articles

   Create topic groups, write articles in the built-in editor, and choose the order customers will see them in.

6. 6
   Publish

   Publish the knowledge base, or share the private preview link with your team before it goes live.

Knowledge base on your domain Explore public knowledge base features