SETUP GUIDE · HR SUPPORT ASSISTANT

Set it up in plain language.

Setup is mostly employer choices: confirm your leave categories, add your approved policy, decide who in HR reviews new requests, then test with made-up employee details before you connect a channel. Notifications are optional.

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01 · REQUIREDPrepare 02 · REQUIREDLeave policy 03 · REQUIREDHR review 04 · REQUIREDTest 05 · REQUIREDChannel & activate 06 · OPTIONALNotifications

Before you start

The 5 employer choices you'll make

These are the employer choices from the owner setup checklist. Make each one before you connect employees.

Setting	What it holds
Leave categories	Keep the five included choices or replace them with your approved categories
Approved policy content	Reviewed employer policy the assistant may use; anything outside it goes to HR
HR review owner	Who watches new activity records and how quickly they follow up
Notification preference	Task, internal email or secure notification, if HR wants alerts
Employee channel	The approved phone, chat or SMS channel, connected after testing

Settings > Custom Fields: Settings, Custom Fields, HR Intake: the employee ID, leave type, start date, return date and manager fields the intake fills. — Settings, Custom Fields, HR Intake: the employee ID, leave type, start date, return date and manager fields the intake fills.

01 · Required

Prepare

Confirm the install before changing anything.

Confirm the correct sub-accountInstall into the employer's own account, not a shared agency workspace.

Agency > Sub-Accounts: Open the employer's own sub-account with the access icon on its row. — Open the employer's own sub-account with the access icon on its row.Example screen from a demo account. Yours shows your own names.

Check the installed assetsLook for the HR Support Assistant and the Leave of Absence Intake workflow.

Agent > HR Support Assistant > Agent Workflows: The assistant after install, with Leave of Absence Intake under Agent Workflows. The instructions keep approval with HR. — The assistant after install, with Leave of Absence Intake under Agent Workflows. The instructions keep approval with HR.

Keep the assistant offNothing should reach a real employee while you configure.

Agent > HR Support Assistant: The Active switch stays off until your HR recipient, sender and acceptance tests are done. — The Active switch stays off until your HR recipient, sender and acceptance tests are done.

Done when: Everything is installed and nothing can contact a real employee.

02 · Required

Leave policy

Make the intake match your employer's rules.

Review your leave categoriesKeep FMLA, Military Leave, Jury Duty, Court Appearance and Short-Term Disability, or replace them with your approved list.

Add approved policy contentOnly reviewed employer policy. Tell the assistant to send anything outside it to HR.

Keep the review boundaryThe prompt must still say the assistant records requests and never approves leave or decides eligibility.

Done when: Every leave choice is one your employer offers and the assistant has only approved policy to draw on.

03 · Required

HR review

Every saved request needs a person who reads it.

Assign the HR review ownerDecide who monitors new activity records and how quickly they follow up.

Agree the follow-up promiseMake sure the closing message matches how quickly HR really responds.

Done when: A named person owns new requests and knows where to find them.

04 · Required

Test

Prove the intake with made-up employee details before anyone real uses it.

Run every leave categoryEach option saves the expected Leave Type value.

Agent > Header: Run each test conversation with the Test button while the Active switch stays off. — Run each test conversation with the Test button while the Active switch stays off.Example screen from a demo account. Yours shows your own names.

Correct an answerChange the department or leave type during the read-back and check the record updates.

Ask a policy questionThe assistant stays within approved content and sends uncertain cases to HR.

Review the saved recordContact fields, dates, notes and the activity entry are all complete.

Done when: All four checks pass on your installed copy.

05 · Required

Channel & activate

Connect employees only after testing passes.

Connect the employee channelThe approved phone, chat or SMS channel for employees.

Agent > Channels: Open Channels in the agent header and add a Voice, SMS or chat channel. — Open Channels in the agent header and add a Voice, SMS or chat channel.Example screen from a demo account. Yours shows your own names.

Activate deliberatelyTurn on the Active switch as the last step, then review the first real conversations.

Done when: The channel is live, the assistant is active, and HR has reviewed the first real requests.

06 · Optional

Notifications

Alert HR about new requests instead of waiting for them to check.

Choose the alert methodA task, internal email or secure notification.

Send only to HRCheck the recipient is the HR review owner, never the employee or their manager.

Test it onceA made-up request creates exactly one alert.

Done when: One test request produces one alert to the right HR person.

Ready for your HR team.

Connect employees only after every test passes on your installed copy.

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