Implementation Best Practices

Get the most out of Resly by following these proven best practices from successful customers.

Knowledge Base Content

Do

✓ Start with your top 20 most-asked inbound questions ✓ Write in clear, simple language customers understand ✓ Include specific examples and step-by-step instructions ✓ Keep articles focused on one topic each ✓ Update content when policies or products change

Don’t

✗ Upload technical jargon or internal documentation ✗ Include outdated or contradictory information ✗ Write 5000-word articles when 500 will do ✗ Forget to include common variations of questions ✗ Leave gaps in critical workflows

AI Tone and Guidance

Do

✓ Match your brand voice (friendly, professional, casual, empathetic) ✓ Give specific examples of how to respond to edge cases ✓ Set clear boundaries (what the AI should/shouldn’t do) ✓ Test different tones with real customer questions ✓ Iterate based on how customers respond

Don’t

✗ Use generic “be helpful” guidance ✗ Contradict your knowledge base content ✗ Tell the AI to do things it can’t (e.g., access accounts it can’t see) ✗ Change tone drastically after customers are used to it

Example good guidance:

“Always mention our 30-day guarantee when discussing returns. Never promise refunds over $500 without manager approval. Escalate billing questions about enterprise contracts.”

Widget Placement

Do

✓ Put chat widget in bottom-right (standard for most sites) ✓ Put search launcher in bottom-left if using both ✓ Test on mobile to ensure launchers don’t overlap content ✓ Make sure both are visible above fold ✓ Use contrasting colors so they’re easy to spot

Don’t

✗ Hide widgets behind other page elements ✗ Use accent colors that clash with your brand ✗ Position launchers where they cover critical content ✗ Forget to test on tablets and mobile devices

Testing Before Launch

Do

✓ Test with at least 20 real customer questions ✓ Review the event log to see what knowledge the AI retrieves ✓ Try edge cases and off-topic questions ✓ Have multiple team members test independently ✓ Check on different browsers and devices

Don’t

✗ Launch without testing in preview mode first ✗ Assume it’ll work perfectly on day one ✗ Skip testing on mobile ✗ Test only happy-path scenarios

Monitoring and Iteration

Do

✓ Check the Analyze tab weekly for common questions ✓ Look for patterns in what customers ask ✓ Add knowledge base content for frequently asked questions ✓ Monitor routed cases to see what the AI can’t handle ✓ Refine AI guidance based on real interactions

Don’t

✗ Set it and forget it ✗ Ignore customer feedback about AI responses ✗ Let knowledge base get stale ✗ Keep content that’s no longer accurate

Weekly review checklist:

1. Check top 10 most-asked questions
2. Identify content gaps (questions AI can’t answer)
3. Review escalated cases for patterns
4. Add/update 2-3 articles based on findings
5. Test improvements in preview mode

Escalation Strategy

Do

✓ Set clear criteria for when to escalate to humans ✓ Make escalation easy (one-click case creation) ✓ Include conversation context in escalated cases ✓ Respond to escalated cases promptly ✓ Use case feedback to improve knowledge base

Don’t

✗ Make customers ask three times before escalating ✗ Lose conversation context during handoff ✗ Let escalated cases sit unread ✗ Escalate everything (defeats the purpose)

Good escalation triggers:

• Customer explicitly requests human follow-up
• AI confidence is low (<0.7 relevance)
• Question is outside knowledge base
• High-value transaction needs approval
• Customer is frustrated or angry

Measuring Success

Key Metrics to Track

1. Resolution Rate - % of questions answered without escalation
2. Average Response Time - Should be <2 seconds
3. Customer Satisfaction - From feedback buttons
4. Time Saved - Hours not spent on repetitive questions
5. Knowledge Base Coverage - % of questions AI can answer

Expected Performance

Content Organization

Article Structure

Good article structure:

# Clear Title (matches how customers phrase it)
 
Brief intro explaining what this article covers.
 
## Step 1: First Action
Specific instructions with examples.
 
## Step 2: Next Action
More details.
 
## Common Issues
- Problem: Solution
- Problem: Solution
 
## Need More Help?
Link to related articles or escalation option.

Topic Coverage

Priority 1 (create first):

• Top 20 inbound sales and service questions
• Getting started guides
• Common troubleshooting
• Policy information (returns, shipping, etc.)

Priority 2 (add next):

• Product/service details
• Account management
• Advanced features
• Integration guides

Priority 3 (nice to have):

• Best practices
• Tips and tricks
• Industry-specific guides
• Edge cases

Continuous Improvement

The best Resly implementations improve over time:

Monthly Review Process

Week 1: Analyze performance

• Review resolution rate trends
• Check customer satisfaction scores
• Identify top unanswered questions

Week 2: Plan improvements

• Prioritize content gaps
• Draft new articles
• Update outdated content

Week 3: Implement changes

• Add/update knowledge base
• Refine AI guidance
• Test in preview mode

Week 4: Monitor impact

• Check if resolution rate improved
• Review new escalation patterns
• Adjust as needed

Common Pitfalls to Avoid

1. Insufficient Knowledge Base

Problem: Deploying with too little content Solution: Start with minimum 20 articles covering common questions

2. Unclear AI Guidance

Problem: Generic instructions like “be helpful” Solution: Provide specific examples and boundaries

3. No Testing

Problem: Deploying without thorough testing Solution: Test with 20+ real questions before launch

4. Set and Forget

Problem: Not monitoring or improving after launch Solution: Weekly reviews and continuous iteration

5. Wrong Tone

Problem: AI voice doesn’t match brand Solution: Test different tones, use specific guidance

Advanced Tips

For E-commerce

• Upload return and shipping policies first
• Configure order lookup integration early
• Set maximum refund amounts for safety
• Add product FAQs by category

For SaaS

• Start with onboarding documentation
• Add API reference for developers
• Create troubleshooting guides by feature
• Include billing and account management

For Documentation Sites

• Organize content by topic hierarchy
• Use instant search mode for speed
• Include code examples in articles
• Link related documentation

Next Steps

• Deploy your widget following these best practices
• Monitor analytics weekly
• Review use cases for industry-specific tips
• Get support when you need help