Getting Started
Set up a new Stylo workspace end-to-end so your agents see AI-drafted reply suggestions in their helpdesk.
By the end of this tutorial, an agent who opens a ticket sees a reply already drafted for them in the Stylo sidebar. Getting there takes four things: your helpdesk connected, your brand voice set, your knowledge connected, and one Response Workflow that drafts replies. It takes about 20 minutes.
Before you start, you need an admin role in Stylo and the ability to connect your helpdesk (Zendesk).
Set up your workspace
Connect your helpdesk
Stylo reads and replies to tickets through your helpdesk, so connect it first.
- Go to Integrations.
- Find Zendesk and start the connection. You'll sign in to Zendesk and authorize Stylo.
- When you return, Zendesk shows a Connected status.
You're done when: Zendesk appears with a Connected status on the Integrations page.
See Integrations for the full list of tools you can connect.
Set your brand voice
Tell Stylo how your team sounds, so the very first draft already reads like you. Open Tone & Instructions and set, at a minimum:
- Tone of voice — friendly, balanced, professional, or matter-of-fact
- Response length — concise, balanced, or detailed
- Company name and industry, for context
You're done when: your tone is saved. Every reply Stylo drafts from now on follows it.
See Brand Settings for every option and what it changes.
Connect knowledge
Give Stylo the content it should answer from — your help center, docs, or uploaded files — so replies cite your real policies instead of guesses.
- Open Knowledge.
- Connect a documentation source, or upload files.
You're done when: your first knowledge base appears and finishes syncing.
No knowledge yet? You can still continue and add it later — but connect it before you trust drafts on policy questions like refunds or shipping.
Create a Response Workflow
This is the step that puts a draft in front of your agents. A Response Workflow writes a contextual reply for a ticket; set it to draft into the sidebar and your agents review and send with one click.
- Go to Response Workflows and select New workflow. Stylo opens the editor.
- Give it a clear name and fill in Use this when… — describe, in plain language, the tickets it should handle (for example, "the customer asks where their order is"). Stylo uses this to match the workflow to incoming tickets.
- Write the response template — what the reply should say.
- Set the workflow to draft suggestions into the agent sidebar for review, rather than send on its own.
- Choose what triggers a draft — for example, when a customer replies.
- Enable the workflow. New workflows start off, so this last step is what makes it run.
You're done when: the workflow is enabled and set to draft into the sidebar.
Start with one narrow, predictable request rather than every support process at once. See Creating a workflow for the full walkthrough and Response modes for the difference between template and guided drafting.
See it working
Open a real ticket that matches your Use this when… description. Stylo's sidebar shows a drafted reply your agent can review, edit, and send.
As drafts add up, your Home page starts reporting how often agents accept them — your first signal of whether the workflow is pulling its weight.
You're done when: a draft appears on a matching ticket.
Where to go from here
Your Home page doubles as a live health check once you're running — it surfaces pending approvals, failed runs, and knowledge bases with sync errors, so it's worth a glance each day.
When a workflow consistently produces replies your agents send unchanged, you can let it send on its own. Move there deliberately, one workflow at a time — see Progressive Automation.
Next steps
Creating a workflow
Build your first Response Workflow step by step.
Integrations
Connect the tools Stylo pulls data from and acts on.
Brand Settings
Define voice, tone, and rules for AI output.
Knowledge Base
Ground AI responses in your own content.
Progressive Automation
Let proven workflows send on their own, safely.
Troubleshooting
Diagnose sync errors, failed runs, and connection issues.