Preparing for Onboarding

Congratulations on nearing the final stages of partnering with Capacity! We're incredibly excited to welcome you and help you unlock the full potential of our platform. There are a few simple but impactful steps you can take now to ensure a seamless and highly effective onboarding experience. Think of this as your head start to success!

By preparing in advance, you can accelerate your time-to-value, maximize the impact of our solution, and ensure a smooth transition for your team. Here’s what you can start doing today:

Gather Your Branding Assets

Start gathering your branding assets for your chat bot. This includes your logos, preferred brand colors, and any specific guidelines for where the bot should be positioned on your website. Check out these articles for information on logo & icon sizing and web chat layout.

Prepare Integration Credentials

Integrating with apps is more common for customers with an internally-focused use case. It’s important that you share information to get your integrations set up along with the information that you want to be added to your knowledge base. This enables our App Integration Specialist to secure proper connection prior to testing and training.  

We recommend looping in the relevant teams who can assist with the setup of the integrations listed in the service order. Our App Integrations support article provides comprehensive details on what credentials will be needed for our most common integrations. 

Prepare Content & Knowledge Management

Now is a fantastic time to begin preparing your content. Good file hygiene and organization are paramount for optimal performance and the foundation for successful testing and launch.  

If your team lacks any of this documentation or information, we always recommend our customers work with their teams to get insight into the type of questions that you receive and the respective answers.  Curate the answers from your organizations’ subject matter experts. Tapping into their knowledge is the best way to move the needle and be as efficient as possible. These SMEs could be in the IT and HR department if you're focused on supporting your internal team or your customer support team if you’re focused on supporting your customers.  

  • Content identification: Loop in the appropriate cross functional team members that will be providing the content to be uploaded into the Knowledge Base to ensure they know their role in the project and can begin to identify which content needs to be added.  The type of content you upload will depend on the scope of your agreement, as outlined in your Solutions Overview.  Common content includes:
    • Internal Use Case (employee focused)
      • Frequently asked questions and the corresponding answer.
      • Employee handbooks.
      • Company policies and benefits.
      • Industry specific 
    • External Use Case (customer focused)
      • Frequently asked questions and the corresponding answer. 
      • Product Information
  • File Format Optimization: Our AI Agent works best with .pdf, .txt, and .doc/.docx formats. For the best performance with tables within your documents, please ensure they start and end on the same page and are simple tables without multiple headers, merged columns, or special characters like "X" indicators. Crucially, tables must be fully text-based and not images or pictures of tables, as we do not vectorize images at this time.
  • File Mapping & Organization:If you are connecting Capacity to a third party like your company Sharepoint for us to access content where it lives today, we recommend mapping out how you'd like to connect to your existing knowledge folders. This helps us understand your content structure and ensures a smooth content ingestion process.
    • Source Name    
    • Filter Name    
    • Source URL (Example: SharePoint, Box, G-Drive, etc.)    
    • Document Types    
    • Additional Notes

Taking these preparatory steps will empower your team and ensure that your journey with Capacity begins with maximum momentum. We look forward to partnering with you for success!

Champion Internal Stakeholder Communication

Effective change management begins with clear, consistent internal communication, ideally even before onboarding officially kicks off. This proactive approach sets the stage for success:

  • Align & Get Buy-in: Ensure everyone understands the "why" behind partnering with Capacity. Clearly articulating the problem Capacity will help solve and the benefits it brings will foster support and enthusiasm across your organization.
  • Flag Roadblocks Early: Encourage an open dialogue within your team. Identifying potential challenges or concerns in advance allows us to collaboratively address them before they escalate into major issues during implementation.
  • Leverage Internal Wisdom: Your team holds a wealth of knowledge about your existing processes and specific needs. Tap into this internal wisdom! Their insights are invaluable for tailoring our solution to best fit your unique workflows and achieving optimal results.
  • Build Trust & Collaboration: Fostering a positive, collaborative environment from the outset will not only make this project more successful but also lay the groundwork for a strong, long-term partnership
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