Quick Start Guide
Start with a process you want to improve, then configure the workspace and connections it needs.
1
Start with Your Workflow
Book a demo around a real process from your business. We’ll map the systems, decisions and people involved, then agree the right starting point.
2
Configure Your Workspace
Set your company name, timezone, and default language. Configure business hours for SLA calculations.
3
Connect the First Entry Point
Choose how the work will arrive: an API request, an MCP tool or a communication channel. Explore the connectivity options and connect the systems your process needs.
4
Invite Your Team
Add agents to your workspace. Assign them to areas (teams) and set their permissions.
5
Start Handling Conversations
You're ready! Incoming messages will appear in your queue. Pick them up and start providing great support.
Initial Setup
After creating your account, you'll want to configure the basic settings for your workspace.
Workspace Settings
- Company Name: Displayed in emails and chat widgets
- Timezone: Used for SLA calculations and reporting
- Default Language: Primary language for your workspace
- Business Hours: When your team is available
Branding
Customize the look and feel of customer-facing elements:
- Upload your logo
- Set brand colors
- Customize email templates
- Configure chat widget appearance
Adding Agents
Agents are the team members who handle customer conversations.
Invite an Agent
- Go to Settings → Users
- Click Add User
- Enter their email address
- Select their role (Agent, Supervisor, Admin)
- Assign to one or more Areas
- Click Send Invitation
💡 Tip: Agents receive an email with login instructions. They'll need to set a password on first login.
Connecting Channels
Cention supports multiple communication channels. Connect the ones your customers use.
📧 Email
Forward emails to your Cention address or connect via IMAP/SMTP.
💬 Live Chat
Add a chat widget to your website with a simple code snippet.
📱 Social Media
Connect Facebook, Twitter, Instagram, and LinkedIn.
📞 Voice
Integrate phone support with SIP trunks or our voice provider.
