Merrows user guide

Registering an accountCreate a Merrows portal account, verify your email address, and arrive at the setup page where you start your own business or try the demo.5 steps Getting started on a trialTurn a fresh account into a business of its own: describe the business, pick the channels your AI employee answers on, and start the 14-day free trial of a paid plan, or start on the Free plan (100 conversations a month on web chat and email, no card, no trial).6 steps Logging in, logging out, and MFASign in to the Merrows portal with an email address or phone number, answer the verification step when MFA is on for your account, and sign out again.7 steps Password reset and recoveryGet back into your account when you have forgotten the password, and know what happens to your other devices when you set a new one.4 steps

Account profile and preferencesReview the details of your own account, correct your name, and set the language, theme, sidebar mode and analytics choice the portal keeps for you.4 steps Account security and sessionsChange your password, turn multi-factor authentication (MFA) on or off, and review or end the devices signed in to your account.7 steps

Requesting business accessAsk for access to a business on Merrows when nobody has invited you yet, and follow what happens to the request.4 steps Switching between businesses and workspacesMove between the businesses your account belongs to, and know where demo workspaces live when they are not in the same list.4 steps

Dashboard and go-live checklistRead the dashboard that opens after sign-in: whether your AI employee is answering, what is left to set up, the business at a glance, and how the sidebar is organised.6 steps Analytics: conversations, satisfaction and automationRead how your AI employee is doing: which requests it handled on its own, where customers got stuck or left, what each conversation looked like, how satisfied customers were, and the detail behind every scored task.6 steps Try it: text chat and voice demoTalk to your own AI employee before customers do, by text or by voice, from inside the editor.4 steps

Manage skill sets and publishingSee the skill sets your AI employee runs, tell a standard skill from one you customised and publish a change.3 steps Conversation editorChange what your AI employee says and does, step by step in the Playbook or as a map, preview the result, and keep or discard your copy of a standard skill.7 steps A/B testsRun two versions of a skill side by side, split the traffic between them, read the results and conclude the test.4 steps Advanced conversation settingsReach the three pages behind "Show all settings" that shape how your AI employee listens and behaves: what customers say, its skills, and advanced tuning.4 steps

Voice settingsChoose how your AI employee sounds on the phone, set its speaking speed, upload a welcome recording, and know what the page shows before the voice add-on is on your plan.5 steps Message templates, texting and sending domainsManage the email and text templates your AI employee sends, read the delivery log, verify a sending domain of your own, and turn inbound texting on.8 steps Email channel and inboxLet your AI employee answer the email your customers send: set the address it replies from, forward your support mailbox to it, and read the conversations in the inbox.5 steps Answer your Google Workspace emailSend the email that reaches your Google Workspace support address to your AI employee, let it reply from your own domain, and hand customers to your team at an address of your choosing.8 steps

Business profile, API keys and customer paymentsTell your AI employee who it works for and how to behave, set the rules for handing customers to your team, and reach the two advanced pages behind it: API keys for your own integrations and payment links for customers.7 steps Users, roles and invitationsInvite people to your business, give them a role, hand a permission to someone for a while, and remove access when it is no longer needed.7 steps Your plan and add-onsChoose or change the plan your business runs on, add the phone and text channels, buy extra credits, and reach the billing portal.5 steps Your plan when you installed from ShopifySee your usage and choose, change or cancel your plan when your business installed Merrows AI Support from the Shopify App Store.3 steps Connections and helpdeskConnect the point of sale, order, helpdesk, returns and booking systems your business runs, and see which of them is live.6 steps Answer from Judge.me reviewsConnect Judge.me so your assistant can tell shoppers what other customers think of a product, and so every 1 or 2 star review reaches your team as an alert.6 steps Knowledge baseGive your AI employee the answers you already publish: crawl your website for FAQs, add answers by hand or from a file, and approve what it may use.6 steps Web chat on your websitePut your AI employee on your own website: create the website key, allow the sites it may load on, style the widget and install it.6 steps

Creating a demo workspaceBuild a personal demo workspace from the guided setup chat: pick the kind of business, name the workspace, choose the voice the assistant answers in, describe the brand, pick its languages, and then keep the workspace by signing up.10 steps Demo workspace dashboard and navigationFind your way around a demo workspace: what the dashboard shows, where each sidebar entry leads, how the workspace switcher moves between your workspaces and businesses, and where to sign out.4 steps Text chat and the order panelRun a live text conversation with your workspace's assistant and see, in the panel beside the chat, the sample orders it looks up when a customer asks about one.6 steps Voice demo and voice selectionTest your workspace's assistant by voice from the browser, and choose the voice it speaks with on the workspace Settings page.6 steps Demo orders and productsBrowse and manage the sample orders and the product catalogue your workspace's assistant sells from.5 steps Demo helpdesk and escalationsTry the support side of a demo workspace: the simulated inboxes and agents, a test escalation that proves the handoff works, and the tickets the assistant raises when a customer asks for a person.5 steps Demo analytics and session transcriptsReview every conversation your demo workspace has run.3 steps Skill sets and the demo conversation editorSee how your workspace's conversation is assembled from a skill set, open a skill in the editor, read it as a Playbook and as an Expert Map, try a change in the sandbox preview, and learn what publishing does.6 steps A/B tests in a demo workspaceCompare two versions of your workspace's conversation.5 steps Demo settings and phone numberManage the workspace basics on the Settings page: rename the workspace, change its sector, see how a phone number gets attached, find the path from a demo to a paid business, and (for owners) delete the workspace.4 steps Demo sharing and invitesGive other people access to your demo workspace from the Sharing page: invite a teammate by email and watch them accept, manage members and their roles, and create a share link that opens the guest experience for a prospect.10 steps

Public and legal pagesFind the terms, privacy and cookie policies the portal links to, and know where the other public links go.5 steps

Merrows user guide

Merrows user guide

Getting started

Your profile & security

Joining a business & switching

Dashboard, analytics & trying it out

Conversations & AI

Voice & messaging

Account & access

Demo workspaces

Reference